Hollard Insurance Digital Claims Adjustor : Hollard Insurance Group

Job Summary

Hello… an exciting new opportunity has just come available in our Hollard Insure, Claims Department (Operations). We are looking to recruit a Digital Claims Adjustor

Duties and Responsibilities

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

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
Outputs required to achieve this accountability
Manage my performance against the key Claims measures, i.e. no of claims processed, TAT’s, 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
Outputs required to achieve this accountability
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
Outputs required to achieve this accountability
Ad-Hoc responsibilities could be added in line with business needs or requirements

Qualifications and Experience

Required Knowledge and Experience
5 years Insurance Claims experience, within a motor and non-motor claims environment
Short-term and Commercial insurance exposure
Policy admin experience
Investigation experience
Claims experience
FAIS experience required
Educational Requirements
Matric with excellent English results

How to Apply

To apply click on the view more information button below.