Claims Officer
Process claims from lodgement through to resolution, coordinating with assessors and customers along the way.
Customer Intake
Handle inbound customer queries and initial case logging.
Claims Processing
Administer and process claims through to resolution.
Policy Administration
Administer policy issuance, endorsements and underwriting prep.
Compliance & Risk
Perform KYC/AML checks and compliance operations.
Reconciliation
Reconcile transactions and investigate exceptions.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Faster claims progression and fewer stalled files — because someone is actively coordinating each claim's next step, not waiting for it to surface.
What this role owns day to day
Core responsibilities
- Process claims from lodgement through to resolution
- Coordinate with assessors and third parties on outstanding items
- Keep customers updated on claim status and next steps
- Escalate complex or high-value claims appropriately
Works inside
Reported on weekly
| Case turnaround | Time from lodgement to resolution |
| Completeness | Files with all required documentation |
| Queue ageing | Claims sitting past expected timeframe |
| Customer updates | Update cadence maintained |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times around peak claim or query volume.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour case coverage.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: a claim needs an unusual piece of evidence not on the standard checklist — it still gets sourced and chased instead of the claim stalling.
What stays with your authorised staff
Claims decisions and payment release remain authorised onshore activities. This role processes and coordinates — it doesn't decide outcomes.
The market backdrop for claims hires
of Australian small businesses expected difficulty meeting financial commitments in June 2026.
of Australian businesses reported rising operating expenses in June 2026 — 65% citing overheads, 40% citing staffing costs.
Australian wage growth over the year to the March quarter 2026 (3.2% in the private sector), raising the cost of hiring locally.
Statistics checked in July 2026 from the Australian Bureau of Statistics and ServiceNow. See our Challenges We Solve page for full sourcing and context.
The same skillset, wherever regulated cases need processing
Strip away the policy-specific platforms and this role is a recognisable shape: process a case through defined stages, apply documented rules, and keep a clean audit trail.
Doing this in-house with stretched staff, or paying a third party
- Claims processing competes with other priorities
- Files stall waiting on outstanding items
- Customer updates are inconsistent
A dedicated claims officer, outsourced to us
- One resource whose only job is progressing claims
- Reports to your own claims manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Mortgage Broking
Loan file processing shares the same submit-verify-track lifecycle as claims.
Aggregator CRMConstruction & Engineering
Defect and warranty claim administration follows a near-identical case lifecycle.
Contract admin systemsRetail & E-commerce
Returns and warranty claim processing mirrors this role's document-and-track shape.
Order/returns systemsLogistics & Freight
Cargo damage claims follow the same investigation-and-resolution discipline.
TMS · claims systemsNo guessing what this role worked on. Full sample report on the Financial Services page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Claims Officer
Ready to add this role to your team?
Tell us your claim volumes and current platforms — we'll shortlist candidates against your actual task list.