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Aia

Case Manager

LocationAuckland, NZ-AIA New Zealand
Typefull-time
Company size10,000+ people
First seen2d ago
Last seen22h ago
About the role
Your Role with Us
As a Case Manager, you play a meaningful role in helping customers navigate claims with confidence, care, and clarity. Working within AIA’s Claims team, you manage a portfolio of claims from assessment through to resolution, balancing speed, accuracy, empathy, and sound decision-making. You build trusted relationships with customers, medical professionals, financial institutions, and internal stakeholders to achieve positive outcomes and support rehabilitation goals. In this fast-paced environment, you contribute to continuous improvement, strengthen customer experiences, and develop your expertise in claims management, risk assessment, and customer-focused problem solving.
Your Impact
Responsibilities
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Assess and manage a portfolio of claims, making timely, accurate decisions that deliver fair and customer-focused outcomes.
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Develop and implement individual case management and rehabilitation plans that support customers in achieving their recovery and wellbeing goals.
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Build strong relationships with customers, medical providers, financial institutions, and other stakeholders to keep claims progressing effectively.
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Authorise payments, maintain accurate records, and manage administration activities to ensure a seamless and compliant claims experience.
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Identify and manage potential risks, investigate indicators of fraud, and engage specialists when needed to protect the integrity of the claims process.
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Contribute to team initiatives, projects, and process improvements that enhance operational excellence and customer outcomes.
Your Capabilities
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You have experience in claims processing, case management, or a related customer-focused environment where you balance quality, accuracy, and empathy.
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You bring strong communication and stakeholder engagement skills, enabling you to build trust and maintain productive relationships with a wide range of people.
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You have sound decision-making and problem-solving abilities, using available information to assess claims and recommend appropriate outcomes.
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You bring excellent organisational skills and attention to detail, helping you manage competing priorities while maintaining high standards of compliance and administration.
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You have the confidence to interpret policy, procedural, financial, and medical information and apply it thoughtfully in customer situations.
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You may also have experience within insurance, health, rehabilitation, or financial services, and an understanding of claims and risk management practices.
Your Life at AIA
At AIA, your experience matters, and so does your impact. In return for your expertise, we offer a career where you can apply your skills to meaningful work that improves lives across Asia-Pacific. You’ll enjoy flexible ways of working, competitive rewards, and access to continuous learning programs designed to keep you ahead in a rapidly changing world. Our collaborative culture values your ideas and empowers you to innovate, solve complex challenges, and contribute to our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.
DEIB
Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at [email protected].
Recruitment Agencies: Our Talent team does not require any recruitment agency support.
Hiring process
Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
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