Your role with us:
As a Senior Case Manager, you will manage all claims with speed, accuracy, and empathy, ensuring proactive case management plans, correct payments, and proactive risk management.
The role requires deep technical expertise to resolve complex, high-value, or disputed claims, influencing internal and external stakeholders and consistently delivering positive outcomes for customers through innovative and thoughtful service.
Your impact:
Managing a high-volume portfolio of complex claims, exercising advanced judgement and decision making, verifying information against policy terms to make accurate, customer-focused decisions within delegated authority, or providing recommendations to the Claims Committee.
Maintaining regular face-to-face contact and interaction with clients, ensuring they are well supported.
Developing and implementing Individual Management Plans and rehabilitation referrals, ensuring alignment with client goals and timely follow-through on recommendations.
Liaising with medical providers, financial institutions, and external parties to gather claim information, maintaining proactive, regular direct and clear communication with clients and stakeholders throughout the claims process.
Ensuring accurate and timely claims administration by following internal policies and processes, maintaining systems, documenting interactions, authorising payments, and coordinating with support teams.
Proactively managing risks and investigating potential fraud to protect the integrity of the claims process engaging technical specialists where required.
Preparing and presenting cases for the Claims Committee, for review or signoff, ensuring all presentations meet agreed guidelines and include clear recommendations, especially in cases involving non-disclosure or complaints.
Your capabilities:
NCEA Level 2 or 3 or other relevant qualification (preferred).
Minimum 4 years’ experience in claims case management within the health, insurance, and/or financial services sectors.
Experience in complex claims case management with demonstrated ability to manage high-risk cases (advantageous).
Why choose AIA?
At AIA, we believe in empowering every one of our people to find their 'better'. We do this by offering:
Opportunities to grow within the business through internal mobility
Competitive employee benefits that include insurances, an Employee Share Purchase Scheme and an extra day of leave each quarter to recharge
Membership to AIA Vitality, our science-backed health and wellbeing programme that provides the guidance, tools, and rewards to get more out of life and start thriving. AIA Vitality partners include Airpoints™, Woolworths, MoleMap, endota, Les Mills, Samsung, Garmin and many more!
A supportive and inclusive workplace
If you believe in better, apply now!
Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at nz.talentacquisition@aia.com.
This job ad expires Wednesday 6 May, close of business.
Recruitment Agencies: Our Talent team does not require any recruitment agency support.
Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.