Crawford & Co.

AU - Internal Claims Adjuster/ Administration Assistant

Job Locations AU-WA-Rivervale (Perth)
Posted Date 4 months ago(23-6-2021 3:57 AM)
Requisition ID
# of Openings

Purpose of Position

  • Manage a portfolio of property to conclusion, ensuring compliance with service level agreements and meeting key performance indicators.
  • Effectively and proactively assist the manager and adjuster(s) to ensure compliance with service level agreements and meeting key performance indications.

Key Responsibilities

Under the direction of line manager:

  • Assist with delivering training
  • Assist with implementing operating procedures
  • Assist with mentoring operation performance
  • Assist less-experienced Crawford personnel with claims handling
  • Meet client expectations in a timely manner
  • Maintain client and Crawford service standards/KPI’s
  • Ad hoc administrative functions
  • Maintaining expected case load of property claims
  • Examining claims forms, policies and endorsements, client instructions and other records to determine coverage
  • Investigating claims by conducting office based analysis of physical damage details, interviewing claimants, and comparing claim information with evidence
  • Providing support & advice to policy holders with respect to their claims
  • Setting loss reserves
  • Preparing first reports by collecting and summarising information required
  • Where possible settling claims after determining liability, client’s instructions, and authority levels
  • Controlling claim costs
  • Type client reports in an accurate & timely manner
  • Adhere to insurer client Service Level Agreements and processes
  • Update Claims Management System as required
  • Effectively deal with service/product replacement providers
  • Comply with and maintain Service Level Agreements and Key Performance Indicators
  • Maintaining company reputation and insurance product integrity by complying with federal and state regulations and service standards
  • Process daily outgoing mail in a timely manner
  • Maintaining professional and technical knowledge through continuing education
  • Providing assistance to other offices in the event of a Catastrophe, as required

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 priorities work and meet 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

  • Branch Manager
  • Adjusters
  • Clients
  • Insurance Brokers
  • Insurers
  • All internal and external colleagues
  • Suppliers and Contractors

Experience/Knowledge Required

  • Experience in management of General Insurance Claims
  • Thorough knowledge of insurance terminology practices and conditions
  • Insurance Contracts Act/FSRA legislation awareness
  • Stable work history
  • Excellent English skills
  • High Typing speed

Technical Skills Required

  • Computer literate
  • High level literacy & adequate numeracy skills
  • Word Processing


  • Certificate IV in Loss Adjusting or General Insurance related desirable


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