Crawford & Co.

AU- Triage Claims Specialist

Job Locations AU-NS-Broadmeadow (Newcastle)
Posted Date 5 months ago(12-4-2021 9:19 AM)
Requisition ID
# of Openings

Why Crawford?

At Crawford, we care about our people and embrace the unique talents of each of our team members. We foster career progression through training/engagement and offer a generous benefits package. Crawford leads by example and is at the forefront of our industry. So let us welcome you as part of our global community!

Purpose of Position

Deliver effective and efficient claims triage (including occasional full claim management) across the Crawford business in compliance with service level agreements and meeting key performance indicators


  •  Provide first contact triage support and advice to Customers with respect to their claims, whilst also setting loss reserves and controlling claim costs
    • Support Customers experiencing vulnerability
    • Examine documentation, including claims forms, policies and endorsements, client instructions and other records to deter-mine coverage and claims management strategies from a triage perspective
    • Occasionally progress claims that can be managed from desktop by conducting relevant analysis including physical damage details, interviewing insureds, and comparing claim information with evidence.
    • Complete a suite of what happens next documentation for various stakeholders including loss adjusters, Insured, Insurers and Contractors by collecting and summarising information required
    • Adhere to any regulatory requirements
    • Adhere to General Insurance Code of Practice
    • Adhere to insurer client Service Level Agreements and processes.
    • Update Crawford Claims Management system and any other as required
    • Effectively deal with service providers
    • Comply with and maintaining Service Level Agreements and Key Performance Indicators
    • Maintain company reputation and insurance product integrity by complying with federal and state regulations and service standards
    • Maintain professional and technical knowledge through continuing education
    • Control claim costs
    • You may be required to conduct quality review/ audit on operational files in accordance with Crawford quality review proto-cols and other quality management related tasks.

Key Crawford Behaviours

Customer Focus: Focus on understanding and meeting the customer's needs. Involves actively seeking information to understand internal and external customers’ circumstances, problems, expectations, and needs


Organisational/Time Management: Effectively prioritises work and meets deadlines. Involves allocating time and resources efficiently and effectively; managing multiple assignments or tasks effectively.


Quality: Consistently produces high quality work. Involves professional presentation of documents, with high level of accuracy.


Communication/Interpersonal Skills: Communicates clearly and professionally with both internal and external clients. Involves conveying information, both written and verbal, in a clear and concise manner.


Responsiveness: Responds to requests for information, emails and returns telephone calls promptly and professionally


Adaptability: Demonstrates tolerance for uncertainty; responds to changing circumstances by being innovative and altering behaviour to better fit different situations; learn new skills, perform work in different ways; willing to be flexible.


Teamwork: Works cooperatively with others and build effective working relationships to accomplish common team goals and objectives. Involves understanding team dynamics, fostering collaboration, providing a tangible contribution and listening and responding to the input of others in a manner that creates an environment of mutual trust and respect. Willingness to transfer knowledge and skills as appropriate

Key Relationships

• State Managers, Operations Manager, Branch Manager, and Team Leader
• And other Crawford Employees
• Clients
• Service providers

Experience/Knowledge Required


• Team Player
• Client service focus
• Experience in management of General Insurance Claims
• Insurance Contracts Act/FSRA legislation awareness
• Stable work history
• Excellent communication skills

• Accurate keyboard skills
• Ability to work without immediate supervision
• Computer literate
• High level literacy & adequate numeracy skills
• Certificate IV in Loss Adjusting or General Insurance related desirable


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed