Job Specification

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

Role Overview

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.

Key Responsibilities

Claims and Delivery Administration

• 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.

Customer Service & Query Resolution

• 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.

Client Relationship Support

• Maintain strong service delivery standards for insurance clients and brokers.

• Ensure service level agreements (SLAs) are met consistently.

• Resolve or escalate client queries and complaints where necessary.

• Maintain professional communication with clients brokers and logistics partners.

Key Performance Indicators (KPIs)

• 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

Required Skills & Competencies

• 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

Experience & Qualifications

• 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