Senior Case Manager (Claims Handling)

Join a growing Australian insurance business in a senior claims role where you will take ownership of motor and property claims from initial notification through to settlement and recovery. This is a hands-on opportunity for an experienced claims professional with strong decision-making, stakeholder management and complaints-handling experience

The Opportunity

As a Senior Case Manager (Claims Handling), you will manage claims end-to-end, assess coverage and documentation, make claims decisions in line with policy terms, and work closely with brokers, policyholders, insurers and other stakeholders to achieve timely and appropriate outcomes.

Why join us

• Proudly Great Place to Work® certified
• Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
• Grow with stability: 100+ in our 10-Year Club by 2025
• Dynamic talent network: 2,000+ across APAC and beyond
• Competitive compensation with annual reviews
• Comprehensive medical care for you and your family
• Generous paid leave because work-life balance matters
• Level up with tailored training & development programmes
• Flexible work setup
  
  

Staff Testimonial


Working for the best client and loving what you do makes everything enjoyable at work. - Senior Broker, ASW Philippines.

What You'll Do

• Manage motor and property claims handling end-to-end, from initial notification through investigation, decision-making, settlement and recovery.
• Review policy coverage and claim documentation, and make claims decisions in accordance with policy terms and conditions.
• Engage with brokers, policyholders, insurers, suppliers and other stakeholders to progress claims, resolve queries and provide a high level of customer service.
• Prepare claim decision and outcome correspondence, including claim denial letters where required.
• Review and manage Stage 1 claims complaints, ensuring appropriate and timely resolution.
• Maintain accurate claim records, file notes and supporting documentation while meeting regulatory requirements and agreed service standards.
  
  

Key Criteria

• Minimum 6-8 years experience in insurance claims handling, ideally with commercial motor and/or property claims exposure.
• Australian insurance experience is highly regarded, with AFCA exposure considered an advantage.
• Demonstrated experience personally managing claims from notification through to settlement, rather than primarily processing or supporting claims.
• Strong understanding of insurance policies, coverage and policy interpretation, with proven claims decision-making capability.
• Previous experience managing and resolving insurance complaints.
• Experience exercising claims authority and making independent decisions within policy guidelines.
• Strong written and verbal English communication skills, with the ability to build effective relationships with brokers, clients, insurers and other stakeholders.
• Excellent attention to detail, organisation and time management, with the ability to manage multiple claims and meet service levels.
• Proficiency in Microsoft Office and relevant insurance/claims management systems.
  
  

Work setup

• Manila (BGC, Taguig): Australian hours (6am–3pm PH local time), fully onsite.