Ombudsman - Insurance

Fairness feels good 

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first. 

Join AFCA’s General Insurance Decision-Making Team – Make a Real Impact

At AFCA, our General Insurance team is at the forefront of resolving complaints and driving meaningful change in the insurance sector. We work closely with the Insurance Council of Australia, industry leaders, and consumer advocates to address the challenges facing insurance customers—especially in times of natural disasters and emerging risks.

We’re currently seeking a passionate and experienced Insurance Ombudsman to join our collaborative and high-performing team. This is a unique opportunity to apply your legal expertise and insurance knowledge to help shape fair outcomes for the community.

About the Role:

As an Insurance Ombudsman, you’ll play a key role in resolving both standard and complex general insurance disputes. Your decisions—made independently or as part of a panel—will be guided by AFCA’s rules and fairness principles, and have the power to influence industry practices, as they are binding when accepted by the complainant.

Beyond decision-making, you’ll:

• Provide professional and technical leadership across AFCA
• Mentor and coach adjudicators, caseworkers, and other team members
• Help shape AFCA’s approach to emerging issues
• Represent AFCA at external conferences as a subject matter expert
• Strengthen relationships with consumer groups, regulators, government bodies, and the media

More information on this team can be found on our website.

We’re looking for a seasoned legal professional who’s ready to bring their expertise to a role that truly matters. If you’re legally qualified and have a strong track record of achievement at a senior executive level—whether in the insurance industry, a tribunal, regulatory agency, EDR scheme, or private practice—this is your opportunity to make a meaningful impact.

You’ll thrive in this role if you:

• Bring deep expertise and sound judgment: You have the analytical sharpness to cut through complexity and the decisiveness to manage a busy caseload with clarity and purpose.
• Communicate with influence: Your written and verbal communication skills are exceptional, and you know how to engage effectively with stakeholders across the insurance sector and broader community.

• Want to give back: If you’re at a stage in your career where you’re looking to give back, lead with purpose, and help drive better outcomes for insurance customers across Australia, we’d love to hear from you.

• Lead with resilience and integrity: You’re composed under pressure, confident in the face of scrutiny, and committed to fairness—even when the issues are tough.
• Inspire and mentor others: You’re not just a decision-maker—you’re a coach, a guide, and a thought leader who’s passionate about lifting others and shaping the future of insurance dispute resolution.

What's on offer

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements. 
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards. 
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023 
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion. 
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity. 
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing. 
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas. 
• Financial benefits – Not-for-profit salary packaging to boost take-home pay. 
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices. 

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don’t meet every single criterion. 

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected]. 

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.