What It’s Really Like to Be a Claims Manager at Suncorp
As a Claims Manager, people think I just manage claims. But what I really do is help people on some of the worst days of their lives.
When storms hit or fires break out, our phones ring. I could be speaking to someone whose home is underwater, whose roof has collapsed, or who’s just lost everything. It’s not easy, but it’s real, human work that matters — because customer obsession is at the heart of everything we do.
I joined Suncorp because I wanted to make a difference. What I found was a role where I’m challenged every day, backed by a team who truly gets it, and supported by leaders who check in, especially after the tough calls.
What I Do as a Claims Manager
No two days are ever quite the same, but here’s what you can expect:
1. Listen, really listen: I speak with customers who are often overwhelmed or vulnerable. I give them the space to be truly heard, because customer obsession starts with understanding.
2. Be a calm, steady guide: I walk them through what’s covered in their policy, what will happen next, and make the complex feel simple.
3. Balance heart with policy: I make fair, transparent decisions that respect both the customer’s situation and our guidelines.
4. Keep things moving: I manage my own portfolio of claims end-to-end, making timely decisions and keeping things moving, especially during busy times.
5. Solve problems: Every customer’s situation is different. I think critically and creatively to find the best way forward, especially when things don’t go to plan.
6. Stay on top of the detail: I document everything accurately — it’s how we stay accountable and ensure customers feel confident in the process.
7. Lean on your team: Some calls are challenging, but I’m part of a supportive group who debrief together, check in, and keep things human.
What You’ll Bring
This isn’t a script-reading call centre job. It’s fast-paced, emotionally complex and deeply human. You’ll do well here if you bring:
8. Compassion: A calm, compassionate voice that brings reassurance, even in tough conversations
9. Resilience: Emotional resilience with the ability to manage your wellbeing and stay grounded
10. Confidence: Confidence to make clear, fair decisions and communicate them with clarity
11. Detail-Focused: Sharp attention to detail paired with the skill to balance multiple priorities
12. Empathy: Genuine empathy and care for customers navigating challenging times
13. Growth Mindset: Experience in customer service, claims, insurance, or fast-paced environments is valued, but what matters most is a growth mindset and passion to make a real difference
Why You’ll Love Working at Suncorp
When you join Suncorp, you’re not just taking on a job — you’re embarking on a career with a company that values your growth, well-being, and success. Here’s what we offer:
14. Salary: $79,500 inclusive of 12% Super + Performance Based Incentives
15. Leave Benefits – Annual leave, Flexible leave, personal leave, loyalty leave, and parental leave (20 weeks full pay or 40 weeks half pay).
16. Hybrid Working: Work where you thrive with our flexible blend of on-site and at home work arrangements.
17. Work-Life Balance: Ensure you have the time and support you need to thrive both personally and professionally
18. Staff Discounts: Access to exclusive discounts on Suncorp Insurance Brands such as AAMI, Shannons, Apia & more. As well as offers from over 400 top retailers.
19. Reward & recognition programs: We celebrate your hard work and achievements!
20. Career Development: We prioritize your career development, offering ongoing training, growth opportunities, and the support you need to reach your full potential.
21. Reputable Employer – National, trusted company with an inclusive and diverse workplace.
22. Community Engagement – Involvement in Charity events like Spirit to Cure.
It's worth noting that specific benefits may vary depending on the role, level, and location of the employee. For more on our employee benefits, Click Here
Why I Stay
This job isn’t for everyone. You need thick skin and a big heart. You’ll have days where the calls are tough, and you feel stretched. But if you’re someone who finds purpose in helping people when it really counts, you’ll find this role incredibly fulfilling.
We’re hiring now. If this speaks to you, apply today. And if you're unsure? Apply anyway — some of the best Claims Managers here had no idea they’d be good at this until they gave it a go.