Role Purpose:

The Claims Consultant is responsible for processing and adjudicating motor and non-motor insurance claims in accordance with prescribed procedures and protocols.

The role ensures accurate claims handling, effective communication with stakeholders, and adherence to quality and productivity standards within a call centre environment.

Key Responsibilities:

Claims Processing & Adjudication

• Process and assess motor and non-motor insurance claims in line with company procedures
• Ensure accurate documentation, logging, and updating of claims on the relevant system
• Maintain high levels of accuracy and quality in all claims assessments
• Ensure compliance with policy terms, conditions, and underwriting requirements

Client & Stakeholder Communication

• Handle queries from policyholders, service providers, and internal stakeholders
• Provide professional and timely feedback on claims progress and outcomes
• Liaise effectively with service providers to ensure smooth claims processing
• Maintain a professional, friendly, and customer-focused approach at all times

Performance & Administration

• Meet daily, weekly, and monthly productivity and capture targets
• Ensure all claims-related administration is completed accurately and timeously
• Maintain proper records and ensure all required documentation is in place

Quality & Continuous Improvement

• Maintain quality standards in all work outputs
• Continuously improve knowledge of policy wordings, benefits, and claims procedures
• Participate in activities aimed at enhancing personal competence and performance