Come join this completely new team as we build out SafetyCulture Care within SafetyCulture. A risk-led Insurance Agency that is helping companies that stand to benefit from the unique product offering of SC Care to empower them to run better, safer business. By leveraging data insights from SafetyCulture tools, we help businesses become smarter and reward those who are actively managing their risk exposure.
The Senior Claims Executive manages a portfolio of complex commercial property and liability insurance claims, operating with a high degree of autonomy and technical authority. The role is responsible for delivering technically sound, commercially astute and customer-focused outcomes across Industrial Special Risks (ISR), commercial package, and related classes. The executive develops and implements claims strategies aligned with SafetyCulture Care’s objectives, builds trusted relationships with brokers, carriers and insureds, and upholds all regulatory and conduct obligations. A critical part of the role is acting as a visible and credible technical expert in the marketplace to support business growth and retention.
What You’ll Be Doing:
Portfolio Management & Technical Claims Handling
Manage, monitor and control a portfolio of complex ISR, commercial property and liability claims end-to-end, ensuring technically accurate, policy-aligned and commercially sound outcomes within delegated authority.
Oversee the full claims lifecycle including FNOL intake, investigation, coverage assessment, reserving, exposure management, settlement negotiations, mediations, site inspections and finalisation.
Establish, maintain and review case reserves in accordance with the organisation’s reserving philosophy; escalate reserves beyond personal authority in a timely and well reasoned manner.
Identify and manage large and complex loss events including CAT response, Business Interruption (BI) and consequential loss claims, applying both proactive and reactive strategies.
Manage claim referrals, coverage disputes and denial decisions in compliance with the Insurance Contracts Act 1984, GICOP, AFCA guidelines and relevant regulatory frameworks.
Approve claims within delegated financial authority levels and prepare well documented referrals for claims above authority.
Compliance & Governance
Maintain strong claims governance across the portfolio including authority compliance, file quality, reserving discipline, diary management and regulatory obligations.
Ensure all claims handling adheres to the General Insurance Code of Practice (GICOP), ASIC RG 271 (Internal Dispute Resolution), the Insurance Contracts Act 1984 and the Privacy Act 1988.
Manage AFCA complaints and disputes professionally and within required timeframes; collaborate with internal legal and compliance teams as required.
Contribute to claims audits, peer reviews and continuous improvement initiatives; identify process improvements and operational risks. Supplier, Partner & Carrier Management.
Manage and oversee external service providers including loss adjusters, lawyers, forensic accountants, building consultants, investigators and other technical experts to ensure quality, cost efficiency and appropriate authority compliance.
Provide clear instructions and regular oversight of appointed service providers; review reports critically and challenge findings where appropriate.
Manage insurer/carrier interactions including providing timely claims reports, bordereaux, MI and escalation as required under applicable treaty and delegated authority arrangements.
Build and maintain constructive, mutually beneficial relationships with capacity partners, reinsurers and TPAs where relevant.
Stakeholder Relationships & Market Presence
Establish and foster trusted working relationships with brokers, carriers, insureds and other industry participants on claims-related matters.
Act as a visible, credible technical resource and public face for SafetyCulture Care in the Australian commercial insurance marketplace.
Participate in broker meetings, market forums, industry events and client presentations to support business development and retention.
Provide technical claims guidance and coaching to junior team members, contributing to team capability uplift and knowledge transfer. Reporting & Analytics.
Monitor claim trends, frequency, severity and emerging exposures; report findings and recommend strategies to address issues.
Contribute to claims MI, portfolio reporting and management reporting as required by carriers and internal stakeholders.
Use claims management systems and data tools accurately and consistently to maintain file integrity and enable meaningful portfolio analytics.
What You’ll Bring:
High degree of autonomy and self-sufficiency
Motivation and genuine care for customers in need
Sound commercial and technical judgement under pressure
Trusted and credible with brokers, carriers and industry participants
Creative and critical thinker; proactive and outcomes-oriented
Minimum 7–10 years of commercial insurance claims experience, with a focus on ISR and property classes
Demonstrated ability to manage complex, high-value claims independently, including large-loss and CAT events
Experience working within an insurer, MGA or Lloyd’s syndicate environment in Australia
Liability claims experience (public/products/professional lines) highly desirable
Exposure to additional commercial classes (equipment breakdown, crime, cyber, marine) advantageous
Experience managing AFCA complaints and formal dispute resolution