About the team

The Senior Claims Associate team manages complex claims requiring advanced understanding and interpretation of Turo’s operating policies and procedures. They take ownership of the third-party claims process, oversee vendor relationships, and exercise judgment on matters with significant financial impact to Turo and its hosts.

What you will do

• Investigate high-complexity claims with significant financial impact by interpreting policies, determining appropriate methods of investigation, interviewing customers, assessing credibility, analysing damages, and determining eligibility for protection.

• Communicate with customers to gather information, explain protection policies and procedures, educate hosts, clarify coverage decisions, and negotiate claim resolutions.

• Manage and make recommendations on escalations or reconsiderations from claims handlers, including Internal and External Dispute Resolution processes.

• Review and authorise claim payments in line with company policies and delegated authority limits, ensuring accuracy and cost efficiency.

• Assess and validate mechanic estimates and repair assessments, verifying labour times, parts, and pricing before approval.

• Exercise discretion and judgment to waive or make exceptions to processes and policies in order to achieve fair outcomes for hosts when warranted.

• Participate in special projects and business changes, including making recommendations on claims process improvements, objectives, and KPIs.

• Attend meetings, huddles, one-on-ones, and training sessions.

• Perform other related duties as assigned.

Your profile

• Proven experience liaising with Australian regulatory bodies, particularly the Australian Financial Complaints Authority (AFCA), to manage complaints and dispute resolutions.

• Strong background in handling complex escalations, total loss, and third-party motor claims, including settlements, offers, credit hire, and litigation processes.

• Proven experience in payment authorisation within motor claims or a related insurance/automotive environment.

• Strong ability to interpret mechanical estimates, repair assessments, and vehicle parts pricing to ensure fair and accurate settlements.

• Investigative mindset with the ability to analyse evidence and draw logical conclusions.

• Strong independent judgment and decision-making skills beyond established guidelines.

• Ability to explain complex situations in clear and concise language.

• Strong organisational skills with the ability to manage a pending inventory of claims independently.

• Proficiency in reviewing and evaluating estimates with a solid understanding of collision damage theory.

• Clear, professional, and empathetic communication style.

• Strong proficiency in verbal and written customer service communications.

• Ability to multitask across technical platforms.

• Proficiency with macOS and Google Docs.

Bonus if you have

• 3+ years of auto claims experience.

• Bachelor’s degree.

Turo is unable to offer any type of visa sponsorship for this role.

For this role, the target base salary range in Sydney, Australia is $78,000-$98,000 (AUD) annually. This role is also eligible for equity, benefit and superannuation (12% of salary). In general, our ranges reflect the market-based target for new hire salaries based on the level and location of the role. Within the range, individual pay is determined by objective factors assessed during the application and interview process, such as job-related skills, experience, and relevant education or training. We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role.

Turo highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Turists will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Your recruiter can share more information about the various in-office perks Turo offers.