Digital Claims Adjustor

An exciting new Digital Claims Adjustor opportunity has just become available in our Insure, Operations (Motor Claims Area).

Role Objectives

Comprehensive desktop investigations are conducted within a digital environment. This ensures improved customer service, retention of customers and minimizing any claims leakage through in-depth analysis of the information obtained through out the investigation.

Key Responsibilities

Stakeholder Management

Quality of relationships with Internal and external stakeholders and ensure that we build relations and reputation to maintain and create opportunities

Customer experience (Complaints and Compliments management)

Osti - maintaining 0% overturn ratio. Immediately assist and respond all Osti matters by including T/L

Complaints received to be handled immediately and feedback provided (Include Team Leader on response)

Claims Management Ensure accurate analysis and reports based on the layered voice system:

Manage my performance against the key Claims measures, i.e. no of claims processed, TATs, Benchmarks, Car Hire Performance etc.

Contact made with clients within 24 hours

Provide regular feedback to the claims department and client (every 48 hours).

Regular notes and updates to be documented on SPM

Ensure that all documents are loaded immediately upon receipt on SPM during processing of claim.

To ensure receipt of original registration or de-registration documents and vehicle keys, where applicable and handed over to our salvage or SVR division, howsoever directed.

Detail discussion of claim outcome after decision has been rendered.

High quality of investigation reports: Identification of fraudulent claims and dealing with them effectively (timeously escalating claims that should be dealt with.

Ensuring claim finalization within mandate.

Ensuring quality report writing and administration process followed by your administrator (resolve any issues that might be affecting your performance)

Ensuring that Investigations adds value to business (value chain)

Customer Centricity

Embed TCF as a way of doing business

Manage investigation to be in line with OSTI and SAIA guidelines to allow for fairness towards clients and still with effective outcomes (TCF)

Senior Claims Consultants/ Administrators KPI

To uphold the STOPS TCF vision in my day-to-day activities and processes:

Ensure that Hollard TCF standards are adhered to.

Effectively manage customer complaints per the agreed processes.

Ensure all complaints are logged on the system as required.

Ensure all operational process align with the Hollard TCF standards.

Perform Other Ad-hoc Related Duties As Required

Ad-Hoc responsibilities could be added in line with business needs or requirements