Claims Executive (Domestic & Commercial Property)

Are you an experienced insurance professional who enjoys delivering fair timely outcomes and supporting customers through the claims process

At Community Broker Network (CBN) were looking for a Claims Executive to join our General Insurance Claims team and contribute to a high-quality market-leading claims service.

This role is ideal for someone who is organised customer-focused and confident managing a portfolio of claims in a fast-paced environment.

About CBN

Community Broker Network (CBN) empowers our network to create the best insurance outcomes for their clients. Were Australias largest network of general insurance authorised representatives supporting over 300 businesses and 1000 employees nationwide.

Our team provides claims support market access technology education marketing HR and business advice to broker partners across Australia. Were proud to be a Great Place to Work certified organisation with a strong focus on collaboration professionalism and continuous improvement.

Our values guide how we work every day:

We listen (Understand) We achieve (Accomplish) We are one (Together)

Purpose of the Role

The Claims Officer is responsible for managing the initial and ongoing assessment of a portfolio of general insurance claims ensuring claims are handled fairly efficiently and in line with policy regulatory and service standards.

Reporting to the Claims Team Leader you will work closely with customers brokers and internal stakeholders to deliver quality claims outcomes and contribute to overall business objectives.

Key Responsibilities

Claims Assessment

Manage a portfolio of claims from lodgement through to settlement

Collect and assess accurate information to progress claims

Monitor claims to ensure service standards and duration targets are met

Make assessment decisions in line with established procedures and guidelines

Ensure all claim payments are authorised and processed in a timely manner

Deliver fair and appropriate settlements for valid claims

Customer Service

Respond to incoming calls and emails in a high-volume environment

Provide clear advice on the claims process and next steps

Handle enquiries within scope or escalate appropriately

Ensure customers are treated fairly and with professionalism at all times

Complaints Handling

Assist with the escalation and response to customer complaints in line with RG 271

Support timely thorough and fair Internal Dispute Resolution responses

Identify customers requiring additional support and provide appropriate assistance

Prepare documentation and manage follow-ups as required

Teamwork & Quality

Work collaboratively with team members and stakeholders

Keep management informed of claim progress and emerging issues

Adhere to company policies procedures and compliance requirements

Maintain a strong focus on accuracy quality and best practice

Skills & Experience

Experience in insurance claims handling or claims administration

Sound knowledge of insurance policies and claims processes

Strong communication and negotiation skills

Customer-focused approach including managing sensitive or complex matters

Strong organisational and time-management skills

Analytical and problem-solving capability

Ability to work independently while contributing to a team environment

Working knowledge of claims systems and processes

Understanding of RG 271 and complaint handling requirements (desirable)

Role Details

12 Month Contract full-time hours

Reporting to: Claims Team Leader

Office-based Tuesday to Thursday; work from home Monday and Friday (post-training)

Standard hours: 8:30am 5:00pm

Our Awesome Benefits!

Great Place to Work certified 3 years in a row

Hybrid working flexibility: x3 Days in the Office x2 Days at Home!

Generous yearly well-being allowance

2x Mental health days and birthday leave (on top of annual leave)

Study support / L&D

Generous incentive & bonus plan

Paid parental leave

Salary continuance benefit

Generous Travel insurance and cyber security insurance discounts

Celebrates personal & professional achievements

Regular team building functions events and cultural activities

Other benefits: health & travel insurance retail stores and more!

On top of that youll join a collaborative approachable and fun culture that lives and breathes its core values and focuses on continuous improvement.

Ready to make your mark

We encourage applications from results-oriented individuals who are passionate about building strong communities and achieving ambitious goals.

For further information about the position please contact HR at