Insurance Claims Administrator

Position: Insurance Claims Administrator
Department: Sales / Insurance Operations
Reporting To: Head of Sales / Insurance Team Leader
Employment Type: Permanent / Full-Time
Location: South Africa

Our client is seeking a highly organised and detail-oriented Insurance Claims Administrator to support the fulfilment and administration of insurance device replacement claims.

The role is responsible for coordinating claims processing, courier logistics, customer communication, and administrative activities to ensure efficient service delivery to insurance partners, brokers, and customers.

The successful candidate will play a key role in ensuring that claims are processed accurately, deliveries are coordinated effectively, and clients receive timely updates throughout the fulfilment process.

Manage operational queries and communication with designated courier partners.

Coordinate delivery processes between insurance clients, logistics partners, and internal teams.

Process orders and ensure the correct stock is prepared and handed over to courier partners.

Confirm stock availability and pricing before order processing.

Ensure accurate customer contact details, delivery addresses, and replacement device information are recorded.

Update customer portals with status updates throughout the claims fulfilment process.

Upload Proof of Delivery (POD) documentation and invoices within required turnaround times.

Generate and process excess invoices through the accounting system.

Order and allocate stock through the warehouse management system.

Monitor and manage delivery exceptions until successful delivery is completed.

Intervene and assist with queries relating to Out-of-Box Failure (OBF) or device repairs.

Respond to first-line customer queries and complaints efficiently.

Acknowledge and contact customers and brokers within one hour of claim authorisation.

Provide updates to customers and brokers regarding claim status and delivery timelines.

Ensure high levels of customer service throughout the claims process.

Maintain strong service delivery standards for insurance clients and brokers.

Ensure service level agreements (SLAs) are met consistently.

Resolve or elevate client queries and complaints where necessary.

Maintain professional communication with clients, brokers, and logistics partners.

Claims processing accuracy

Customer response time and service delivery

Courier coordination and delivery turnaround times

Proof of Delivery and invoice upload accuracy

Resolution of delivery and logistics exceptions

Customer satisfaction and query resolution

Strong administrative and organisational skills

Excellent attention to detail and accuracy

Strong communication and customer service abilities

Ability to manage multiple tasks and deadlines

Problem-solving and query resolution skills

Proficiency in Microsoft Office and administrative systems

Ability to work in a fast-paced operational environment

Previous experience in insurance administration, claims processing, or logistics coordination

Experience working with insurance companies, brokers, or service fulfilment operations is advantageous

Experience working with customer portals, courier logistics, or warehouse systems preferred

Strong administrative background with high attention to detail