Case Consultant

At Acenda Group, everything we do is driven by a clear purpose: to help our customers and their families live, save and retire with confidence.

We bring together some of Australia and New Zealand’s most trusted life insurance brands. With over 176 years of combined heritage and deep expertise across our local markets, our Group includes Acenda Life, Resolution Life Australasia, and Asteron Life New Zealand.

Backed by the global strength of Nippon Life, we are one of the largest life insurance businesses across Australia and New Zealand. More than two million customers rely on us for life insurance, wealth protection and retirement solutions that support their confidence at every stage of life.

We’re building an inclusive, dynamic and future focused business. Joining us means stepping into a period of integration and growth, where your work will help shape our future.

If you’re energised by change and motivated by purpose, this is your moment to make an impact.

The opportunity

We're looking for an experienced Case Consultant to join our Group Claims team.

In this customer-facing role, you'll manage a portfolio of TPD (Total and Permanent Disability) claims from assessment through to finalisation, delivering fair, timely and high-quality outcomes for customers.

You will work closely with claimants, solicitors, trustees, medical professionals and internal stakeholders to assess complex information, make sound decisions and ensure claims are managed in line with industry and regulatory requirements.

This opportunity can be based in Sydney, Melbourne or Brisbane.
 

How Will You Make an Impact

• Manage a portfolio of TPD claims from initial assessment through to final determination.
• Review and analyse medical, financial and factual information to support claim decisions.
• Conduct investigations and gather relevant evidence in line with claims guidelines and business requirements.
• Prepare detailed claim assessments, recommendations and decision letters.
• Liaise with claimants, solicitors, trustees, employers and medical professionals to manage claims effectively.
• Build trusted relationships with internal and external stakeholders.
• Deliver positive customer experiences through empathetic, professional and timely communication.
• Contribute to service standards, team goals and continuous improvement initiatives.
• Ensure claims are managed in accordance with legislative, compliance and risk requirements.

About you

You are a customer-focused claims professional who enjoys analysing complex information and making balanced decisions.

You thrive in a collaborative environment, communicate confidently with a broad range of stakeholders and have the ability to navigate complex discussions with professionalism and empathy.

You are highly organised, adaptable and passionate about delivering quality outcomes for customers, while maintaining strong attention to detail and sound judgement.
 

You'll Bring

• Experience managing Life Insurance claims, ideally within TPD, although candidates with Workers Compensation or Income Protection experience are encouraged to apply.
• Strong written communication skills with the ability to prepare comprehensive claim assessments and recommendations.
• Excellent verbal communication and stakeholder management skills.
• Strong analytical, critical thinking and problem-solving capabilities.
• The ability to interpret complex medical, financial and vocational information.
• Excellent organisational skills and the ability to manage competing priorities.
• A customer-centric approach and commitment to delivering positive outcomes.
• Experience within Injury Management, Rehabilitation or Allied Health environments will be highly regarded.
• Tertiary qualifications in Allied Health, Legal Studies or a related discipline are highly regarded.
   

We celebrate the diversity of our customers and community, and we embed diversity, equity, inclusion, and belonging into how we do business. We encourage applications from people of all backgrounds, cultures, exaperiences, and identities.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.