Claims Agent

Company Overview:

Two Three Bird is a leading provider of comprehensive bicycle insurance solutions in Australia and New Zealand, the United Kingdom, and the United States. We are dedicated to protecting cyclists and their beloved bikes. As part of our commitment to supporting the cycling community, we seek enthusiastic individuals to join our dynamic team.

We have assembled our claims team from ex-pro cyclists, bicycle mechanics and bicycle store managers. Trained in insurance, our team has the technical knowledge to assess claims accurately and cost-effectively. We know our stuff.  If you love cycling and know (or want to learn about) insurance, this is the ideal opportunity for you.

Position Overview:

Our speciality is getting our fellow cyclists back on the saddle after an unfortunate event. We provide an end-to-end service where we facilitate the whole process from contacting the client to gathering information/evidence, reviewing and validating the evidence, quoting the correct replacement/s, and then facilitating the replacement process.

Key Responsibilities:

• Manage the end-to-end claims process from lodgment to claim finalisation.
• Day-to-day management of claim lodgments, customer inquiries and validating reported insurance claims.
• Answer incoming calls and provide customers with empathy, certainty, guidance and support from lodgment to final resolution of claim situations and inquiries.
• Provide accurate updates to customers and clear instructions of the next steps of what we will do and what we need the customer to do.
• Identify potential fraudulent claims and follow agreed policies and procedures.
• Effective communication with internal and external customers.
• Ensure that customers and suppliers/service providers, including assessors and repairers, are contacted in a prompt, courteous and knowledgeable manner.
• Resolve complaints and disputes from clients, suppliers or service providers within agreed service levels.
• Ensure all incoming emails and tasks are actioned within defined service levels.
• Authorise claim payments within the approved delegated authority of the position.
• Ensure that claims are processed in accordance with policy guidelines, company procedures, approved suppliers and industry laws and guidelines.
• Effective and accurate notes on electronic claim files.
• Ensure claims decisions are technically sound and communicated appropriately to all customers and stakeholders.
• Manage individual productivity, to ensure that all work is completed daily including telephone calls, tasks and claims.

Qualifications and Skills:

• If you are a cyclist and have good technical bicycle knowledge you may have what it takes for this role.
• If you have knowledge of the cycling industry, some insurance experience, or have completed a 3-year degree, you may be the one we’re looking for.
• If working for an international company, learning about bicycle and cyclist insurance and engaging with like-minded cycling addicts appeals to you, please get in touch.

Reports to: 

UK Claims Team Lead

Working hours:

• UK Summer Period (April - September): 
  • 10:00 to 19:00, Monday to Friday. 
• UK Winter Period (October - March): 
  • 11:00 to 20:00, Monday to Friday.

Remuneration & Benefits:

• Competitive monthly salary depending on experience.
• Generous annual leave entitlement of 21 days, plus an additional day of Birthday Leave.
• Discount on salvaged bicycles, exclusive to our team members.
• Opportunity for international exposure, opening doors to diverse experiences and growth opportunities.