Home Assessor

Role overview

This position sits within the desktop home assessment function and is responsible for taking claims from start to finish. The work centres on confirming what caused the loss, defining the damage scope, estimating the repair or rebuilding cost, and supporting a strong customer experience throughout the claim journey.

You will collaborate with the company's network of restorers and suppliers to make sure home repairs are completed to the required standard and at a fair, reasonable cost.

Key responsibilities

• Review photos and reports remotely to confirm event-related damage, assess repair costs, determine how the damage occurred, apply policy coverage rules, and recommend decisions that align with regulatory requirements.
• Spot claim risks, plan contingencies, keep sites safe, and authorise emergency make-safe work where needed.
• Manage complaints and identify vulnerable or high-care customers, considering the impact of decisions and escalating issues promptly when required.
• Prepare clear damage scopes and cost documents, then compare them with supplier quotations.
• Use strong technical knowledge to assess escape of liquid and fire claims, involving specialists or industry experts when appropriate.
• Match repair approaches to policy coverage and limits, including material-matching considerations.
• Negotiate repair costs and outcomes with customers and repairers, including scope changes, cost variations, and disputed line items or methods.
• Decide on work approvals, contents handling, temporary accommodation, and cash settlements.
• Coordinate repair delivery to meet agreed standards for cost, time, and quality, while carrying out virtual inspections and working with suppliers.
• Identify repair defects, oversee rectification work, escalate matters to the relevant teams, and report service breaches where necessary.
• Review and approve repair invoices for payment at agreed milestones or after completion.

Experience and qualifications

• Extensive experience in residential building, renovations, and estimating is required.
• Proven ability to manage quality building work while improving customer satisfaction.
• Experience in assessing and defining accurate work scopes is needed.
• Strong communication, negotiation, conflict resolution, time management, and organisation skills are essential.
• Ability to build effective working relationships with a range of stakeholders is required.
• Insurance experience is preferred.

Benefits

• Performance is recognised through bonuses and other rewards.
• Leave options include volunteer days, an extra paid personal day, paid parental leave, and the option to buy additional leave.
• Learning and professional development opportunities are available.
• Employees can contribute through volunteering, fundraising, and donations via the community program.
• Wellbeing support includes mental health resources, a healthy mind and body hub, and fitness discounts.
• On-site events, family days, and annual celebrations are offered throughout the year.
• Discounts are available on insurance products and through retail, hospitality, and other partners across Australia.
• An employee discounts platform called Perks provides access to offers, programs, and savings across a range of categories.

About the employer

Auto & General is a fast-growing major motor and home insurer in Australia, offering general insurance solutions that support customers and the wider community. Its product range includes car, motorcycle, home, contents, pet, and travel insurance, distributed through its Budget Direct brand and partnerships with major brands such as ING, Qantas, and Coles Insurance.

The organisation values individuality and promotes an inclusive workplace where people can do their best work.

Additional information

• Recruitment agencies are asked not to send unsolicited resumes or approach the recruitment team or hiring leaders. The company is not liable for any fees related to unsolicited resumes.