AU- General Adjuster (Grade 1)


Purpose of Position: Resolve large and complex losses by investigating damages, negotiating adjustment of losses with corporate management, brokerage personnel, lawyers, accountants or public adjusters while maintaining high production levels, compliance with Key Performance Indicators and marketing as required. Key Responsibilities:

  • Provide office and field-based assessment and investigation of commercial insurance losses from first advice to final settlement
  • Provide support and advice to policy holders with respect to their claims
  • Examine claims forms, policies and endorsements, client instructions and other records to determine coverage
  • Investigate claims by interviewing claimants and witnesses, obtaining official reports, by inspecting physical damage, by comparing claim information with evidence
  • Set loss reserves
  • Prepare reports by collecting and summarising information required by client, local, state and federal government and by Crawford in line with Service Level Agreements
  • Settle claims after determining liability, client’s instructions, and authority levels required by obtaining demands and making offers to claimants, issuing settlement recommendations, disposing of salvage and pursuing subrogation when appropriate
  • Control claim costs
  • Maintain expected case load
  • Recommend litigation when appropriate
  • Present evidence at legal proceedings producing reports and other documents as evidence if applicable
  • 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
  • Conduct business development by calling on local businesses to solicit new business or maintain existing business
  • Assist less-experienced adjusters/claims techs with claims handling if required
  • Meet client expectations in a timely manner
  • Effectively deal with service/product replacement providers
  • Maintain client service standards/KPI’s
  • Meet Crawford and client compliance requirements
  • Achieve Budget Production levels
  • Provide assistance to other offices in the event of a Catastrophe, as required, personal circumstances permitting.
  • Mandatory contribution to Team related activities
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:
  • Insurers
  • Reinsurers
  • Customers
  • Insurance brokers
  • All internal and external colleagues
  • Suppliers
  • Contractors
Experience/Knowledge Required:
  • A minimum of 3 years claims experience
  • Ability to work on GTS claims as directed/under supervision, typically in the AUD 250,000 to AUD 1,000,000 range
  • Ability to develop market visibility
Personal Attributes Required:
  • Professional
  • Responsible
  • Empathetic
  • Team player
  • Ability to operate autonomously
  • Ability to work to deadlines willing to undertake further study and training as identified to support and enhance position requirements
Technical Skills Required:
  • Good organisational skills
  • Strong administration skills
  • Strong interpersonal skills including good communication skills
  • Proficient with MS Office
  • Analytical, numerate and accurate
Education/Qualifications:
  • Insurance/Adjusting Qualification (or significant progress to completion) and minimum 3 years of claims experience or a tertiary qualification relevant to a recognised Key Industry Segment.
  • Driver’s License