Claims Officer - Caravan & Motorcycle

Location: Woolloongabba, Queensland 

Join NM Insurance as our Caravan & Motorcycle Claims Officer – deliver exceptional customer experience, manage end‑to‑end claims, and support our nationally recognised caravan and motorcycle portfolio.

NM Insurance is a market‑leading distributor of insurance products and services across pleasure craft, motorcycle, caravan, and commercial marine insurance lines. With offices across Australia and New Zealand, we operate as a full‑cycle underwriting agency, providing underwriting, claims, product, actuarial, finance, legal, and compliance support to our valued stakeholders. Our insurance products are distributed through licensed insurance brokers, distribution partners, and direct to consumers across both countries.

As our caravan and motorcycle portfolio continues to grow, we are seeking a dedicated and detail‑oriented Claims Officer – Caravan & Motorcycle to join our Claims Team. This role is integral to delivering outstanding customer service, ensuring timely and accurate claims assessment, and maintaining high standards of compliance and file management across the caravan and motorcycle claims portfolio.

In this position, you will manage end‑to‑end claims, ensuring each claim is handled professionally, efficiently, and in accordance with policy terms, service expectations, and regulatory requirements. You will demonstrate strong attention to detail, clear written and verbal communication skills, sound product knowledge, and the ability to work collaboratively with service providers and internal stakeholders.

With a customer‑focused approach and a commitment to best‑practice claims management, you will ensure each customer receives a fair, timely, and supportive claims experience. You will also play a key role in accurate reserving, diary management, payment processing, and adherence to audits, procedures, and compliance frameworks.
This role is available in either our Queensland office or our Western Australia office, and we welcome applications from candidates who bring strong claims experience, professionalism, and a genuine interest in the caravan and motorcycle insurance sector.

• Minimum of three years’ experience in insurance claims, preferably within general insurance experience in caravan, motorcycle or motor claims, or a similar technical claims environment.
• Demonstrated capability in managing a high‑volume caseload.
• Strong understanding of insurance policy wording, coverage interpretation, and claims assessment processes.
• Experience working with service providers, such as repairers, assessors, loss adjusters, and specialists.
• High level of attention to detail with the ability to review documentation, assess evidence, and ensure accurate record‑keeping.
• Strong verbal and written communication skills, including the ability to engage professionally with customers and stakeholders.
• Sound product knowledge or the ability to learn and apply insurance concepts.
• Effective negotiation skills to support fair and commercial claim outcomes.
• Capability to manage tasks within a compliance‑driven environment, including diary management, documentation standards, and audit expectations.
• Strong customer service orientation, with the ability to clarify customer needs and deliver a positive claims experience.
• Ability to work independently and maintain consistent performance across end‑to‑end claims.
• Proactive and organised, with strong planning and prioritisation skills.
• Commitment to ongoing professional development and staying up to date with industry requirements.

• Manage an end‑to‑end portfolio of claims, ensuring timely assessment, accurate reserving, thorough investigation, and proactive diary management across all active files.
• Apply policy terms and conditions accurately when assessing claims, reviewing documentation, coordinating assessments or repairs, and progressing each case efficiently while maintaining a strong customer focus.
• Communicate clearly, professionally, and empathetically with customers throughout the claims process, ensuring expectations are set and managed appropriately while delivering a positive claims experience.
• Build and maintain productive working relationships with brokers, repairers, assessors, and internal stakeholders to support smooth claim progression and timely outcomes.
• Maintain comprehensive, well‑structured, and chronological claim file notes, ensuring all documentation and actions meet internal compliance requirements, regulatory obligations, and audit standards.
• Complete key actions, such as Loss and Liability Advice submissions and payment processing, within required timeframes, ensuring accuracy and adherence to established procedures.
• Contribute to portfolio performance by maintaining strong closure rates, supporting reductions in average claim lifecycles, and identifying emerging issues or trends within your caseload.
• Participate in peer reviews, audits, and continuous improvement initiatives, actively contributing to quality assurance and best‑practice claims handling.

At NM Insurance Pty Ltd, our values guide every decision we make. We prioritise our customers, act with integrity, encourage continuous learning, strive for excellence, and work together as one team. 

• The ability to maximise retirement savings through voluntary superannuation contributions in addition to company contributions
• Group Life Insurance Policies
• Travel Insurance
• Discounts on: Motor Vehicle purchases, Car Hire & Health 
   

We value our employee’s experience with us and are proud of our Values and Behaviours:

• Customer First
• Doing What is Right
• Results Driven
• One Team
• Learn and Grow

75000 - 85000 AUD (yearly)