You’ll be joining a large, well-established insurer within a highly regulated environment. The business has a strong emphasis on governance, customer outcomes, and independent decision‑making, with a dedicated function focused on reviewing and resolving complex claim disputes.

• Manage end‑to‑end review of escalated or challenged claim decisions
• Reassess outcomes using a combination of medical, factual, and policy information
• Engage with complaint processes and ensure alignment with regulatory expectations
• Produce clear, well‑reasoned written decisions for customers and stakeholders
• Support broader dispute activity, including higher‑level escalations as volumes require
• Contribute to identifying themes, risks, and areas for improvement

• Background in insurance claims, disputes, or complaints within a regulated environment (life insurance or superannuation preferred)
• Experience handling complex or sensitive cases requiring sound judgement
• Ability to interpret policy, evidence, and technical information independently
• Strong written communication skills, particularly in explaining decisions clearly
• Understanding of dispute or complaints frameworks (e.g. IDR/EDR or AFCA exposure beneficial)
• Able to manage workloads in a fast‑moving, time‑bound setting

• Immediate contract opportunity with quick turnaround
• Hybrid working (Sydney or Brisbane possible)
• Exposure to complex, technical work outside of frontline claims handling
• Opportunity to operate in a more analytical, decision‑focused capacity
• Strong stakeholder interaction and visibility across the function
• Potential for extension depending on business needs

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Joshua Sterling now on joshua.sterling@hays.com.au