The Role
Manage a portfolio of complex commercial property and liability claims (ISR focus) end-to-end, including FNOL, investigation, reserving, large-loss/CAT and BI claims, settlement negotiations, supplier oversight, regulatory compliance (GICOP, AFCA, Insurance Contracts Act) and stakeholder engagement. Provide technical claims guidance, contribute to MI/reporting, support business growth through market presence and coach junior staff.
Summary Generated by Built In
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:
- 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.
- 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.
- 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.
Portfolio Management & Technical Claims Handling
Compliance & Governance
Stakeholder Relationships & Market Presence
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
We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture Crew we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK.
You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.
To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.
Skills Required
- 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, CAT and Business Interruption claims
- Experience working within an insurer, MGA or Lloyd's syndicate environment in Australia
- Knowledge and application of Insurance Contracts Act 1984, General Insurance Code of Practice (GICOP), ASIC RG271, AFCA guidelines and Privacy Act 1988
- Experience managing AFCA complaints and formal dispute resolution
- Experience overseeing and instructing external service providers (loss adjusters, lawyers, forensic accountants, building consultants, investigators)
- Experience setting, reviewing and escalating reserves and approving claims within delegated financial authority
- Proven stakeholder relationship skills with brokers, carriers and insureds and ability to act as a visible technical market resource
- Experience using claims management systems and data tools for file integrity, MI and portfolio analytics
- Liability claims experience (public, products, professional lines)
- Exposure to additional commercial classes (equipment breakdown, crime, cyber, marine)
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The Company
What We Do
SafetyCulture is a global technology company that puts the power of continuous improvement into everyone's hands. Our operations platform unlocks the power of observation at scale, giving leaders visibility and workers a voice in driving quality, efficiency, and safety improvements. More than 60,000 customers use our operations platform to perform checks, train staff, report issues, and automate tasks. In doing so, we drive processes that help businesses get better every day. Recent analysis by Forrester found that our flagship products provide a 214% return on investment for customers, and USD $3.6M in cost savings from operational improvements. From top Australian ASX-listed grocer and retailer Coles and American aviation giant JetBlue, to Europe’s largest hospitality multi-national Accor, our operations platform is helping teams in every industry.
