Medical Claims Assessor

Role overview

As a Medical Claims Assessor, you will be part of the claims function and help customers through significant life events by handling claims with care, precision, and empathy. You will review and investigate claims, explain outcomes clearly, and work with internal and external stakeholders to support fair and timely decisions.

This role is suited to someone who thrives in a busy environment, can apply strong judgement, and keeps the customer experience at the centre of their work. You will also help improve processes and service delivery while contributing to AIA’s wider purpose of helping people live Healthier, Longer, Better Lives.

Key responsibilities

• Review and investigate claims in depth so decisions are accurate, fair, and made within the required timeframe.
• Communicate claim decisions to customers and stakeholders in a clear, considerate, and empathetic manner.
• Develop and maintain effective working relationships with internal teams and external partners to support smooth claims handling.
• Handle claims administration carefully, keep records up to date, authorise payments, and follow required procedures.
• Spot and examine possible risks, non-disclosure, and fraudulent activity to safeguard the integrity of the claims process.
• Take part in improvement initiatives, project work, and testing activities that strengthen service quality and operational outcomes.

Experience and capabilities

• Experience in claims, administration, customer service, or a similar setting where accuracy and attention to detail matter.
• Strong communication skills and emotional intelligence to support customers sensitively in difficult situations.
• Ability to review information, use sound judgement, and make balanced decisions in complex or changing scenarios.
• Practical problem-solving skills with the ability to balance customer outcomes, compliance, and risk considerations.
• Comfort using digital systems and tools to manage information, maintain records, and deliver efficient service.
• Previous exposure to health, insurance, or financial services is advantageous, along with familiarity with medical terminology or claims assessment processes.

Working at AIA

AIA offers opportunities for growth through practical experience, structured development, mentorship, flexible ways of working, competitive rewards, and a collaborative culture. The organisation places strong emphasis on curiosity, teamwork, and building a career that contributes to its mission of helping a billion people live Healthier, Longer, Better Lives by 2030.

Diversity and support

Diversity, equity, and inclusion are central to the workplace culture. Candidates from all backgrounds, identities, and lived experiences are encouraged to apply, including people with disabilities, additional mental health needs, chronic health conditions, or neurodiverse individuals. Support can be requested during the recruitment process by contacting nz.talentacquisition@aia.com.

Application notes

The advertisement closes on Monday 13 July at close of business. Recruitment agencies are not required to support this vacancy. Applications must be submitted through the application button provided; emailed applications will not be accepted.

All requested information, including personal data, must be supplied to be considered for this opportunity. Incomplete or inaccurate information may affect how the application is processed and its outcome.