Senior Claims Consultant - Retail Income Protection Claims

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.

The Retail Income Protection Claims team is responsible for managing a portfolio of complex, high-value Income Protection claims, with a strong focus on technical excellence, stakeholder engagement, and outcome-driven portfolio management.

The team is led by technically skilled managers who foster a culture of resilience, accountability, and continuous learning.

With a structure that includes Senior Claims Consultants, Technical Specialists, and Team Managers, the team offers clear career pathways and opportunities for cross-skilling, making it an ideal environment for professional growth and long-term development.

• Strong knowledge of Retail Income Protection claims between 3-5 years, including policy interpretation, trustee relationships, member expectations, and underwritten and default cover structures.


• Proven experience managing Income Protection claims end-to-end, from assessment through to resolution, with the ability to interpret medical, financial and legal information to make fair, well-reasoned decisions.


• Excellent written and verbal communication skills, including the ability to prepare clear, professional claim correspondence and explain complex outcomes to customers and stakeholders.


• Demonstrated ability to build effective relationships with customers, trustees, medical practitioners, rehabilitation providers, legal representatives, reinsurers and internal business partners.


• A customer-focused approach, with confidence supporting vulnerable customers and managing sensitive, complex or challenging conversations with empathy and professionalism.


• Strong analytical and investigative skills, with the ability to assess risk, identify potential fraud indicators, balance customer outcomes with commercial considerations, and make timely, evidence-based decisions.


• A collaborative mindset, working effectively across claims, underwriting, compliance, rehabilitation, finance, technology and specialist support teams to deliver quality claim outcomes.

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index 


• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change 


• Reconciliation Advocates – Read our [Innovate Reconciliation Action Plan](


• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community. 


• Need adjustments during the recruitment process? Let our team know by getting in touch with us [here.](mailto:View email address on decentrajobs.com)—we’re here to support you.

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

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Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.