Case Manager at TAL

We are currently looking for an experienced Case Manager to join us, providing personal and empathetic service to our customers and assessment of claims in accordance with TAL’s claims philosophy. A key focus of this role involves providing a best-in-class client and customer experience, including regular communications in relation to the status of claims and managing expectations, to deliver on quality health and claim outcomes. The role will have an initial focus on the management of ongoing Long Term Claims and Closed Active processes on claims to follow up where information is still required for assessment.

Key Responsibilities Include

• Ongoing claims assessment to ensure the customer continues to comply with the interpretation & application of the product requirements
• Identifying a payment strategy that will fit with the customers ongoing medical diagnosis or limitations
• Determination of correct benefit entitlement and relevant calculation, following consideration of disclosures and financial requirements;
• Determination of liability within delegated authority;
• Providing exceptional customer service to clients, including managing communication with clients relating to the management of their claim including attending to client’s enquiries;
• Calculating and authorising claim payments in a timely manner
• Participating in case conferences, peer case discussions, instructing third party service providers and monitoring the service provided as required;
• Completing required claims-associated administration in a timely and accurate manner, including payment processing, drafting of correspondence and data entry;
• Participation in business area and/or Company projects as required

About You

To be successful in your application we are looking for the following skills and experience:

• Experience in a similar role (involving life, lump sum, trauma, and income protection claims assessment) ideally in the Financial Services/Insurance Industry
• Ability to build rapport and empathy with customers during difficult times
• Medical, vocational or rehabilitation background is desirable