Claims Support Administrator (Contract)

About us

At Southern Cross Travel Insurance (SCTI), we’ve got your back in the moments that matter. We are part of the Southern Cross group of brands which all focus on wellbeing. This means we support our people to do and be their best every day.

SCTI is proud to be the market leader in New Zealand and growing in Australia, and we’re just getting started. Travel is changing, and so are our customers’ needs. That’s why we’re here with real care, reassurance, and smart solutions to keep people moving confidently. We’re travellers at heart, and we bring that spirit into everything we do - innovating, improving, and going further together.

Our culture is inclusive and values driven. We empower our people to make decisions, share ideas, and succeed. When you join SCTI, you’re joining a team that’s passionate about creating extraordinary outcomes for our customers and for each other.

About the role:

This is a 6 month contract role.

When our customers need support after a travel disruption or unexpected event, every detail matters. As our Claims Support Administrator, you'll play an important role in helping customers move through the claims process with confidence.

This is a fantastic opportunity for someone who loves being organised, solving problems and keeping things running smoothly. You'll be the trusted support behind the scenes, ensuring claims are accurately prepared for assessment, customer enquiries are responded to promptly, and the Claims team can focus on delivering great outcomes. If you're looking for a role where your attention to detail and customer focus genuinely makes a difference, we'd love to hear from you.

Key responsibilities:

• Create and categorise claims accurately to support efficient claims assessment.
• Manage claims administration tasks within service standards.
• Monitor and manage shared claims email inboxes, responding to enquiries or directing them to the appropriate team member.
• Prepare lodged claims for assessment through accurate documentation and record management.
• Log and escalate customer complaints in line with required processes and timeframes.
• Identify, record and escalate breaches and near misses appropriately.
• Maintain accurate customer, claims and complaint records.
• Collaborate with the Claims & Emergency Assistance team to support workflow and service delivery.
• Contribute ideas that improve processes, reduce errors and enhance customer outcomes.
• Use Microsoft Office and business systems confidently to manage your workload and priorities.

About you:

You'll be someone who gets satisfaction from keeping things organised, spotting the details others might miss, and helping people find solutions. You'll enjoy working as part of a team and take pride in delivering a consistently high standard of work.

• Experience in administration, customer service, claims, insurance or a contact centre environment.
• Strong attention to detail and a commitment to accuracy.
• Excellent written and verbal communication skills.
• A customer-focused approach with empathy and professionalism.
• Confidence managing multiple priorities in a high-volume environment.
• Strong problem-solving skills and sound judgement.
• Proficiency with Microsoft Office and business systems.
• Ability to handle sensitive information with discretion and confidentiality.
• A collaborative approach and willingness to support teammates.
• A continuous improvement mindset and desire to learn and grow

Our commitment to diversity

Just like the places our customers travel to, our people are wonderfully diverse. We’re committed to creating an inclusive culture where every voice is heard and every perspective is valued. Applications are welcome from individuals of all backgrounds, experiences, and walks of life.

Want to apply?

Join a team that delivers real care when customers need it most and build a career with New Zealand's travel insurance leader.

If this sounds like you, we’d love to hear from you. Please send us your CV and cover letter.

Applicants for this position must meet legal requirements to work in New Zealand.