Claims Assessment Specialist

1 month ago


Cape Town, Western Cape, South Africa Collinson Full time

The Collinson Group is a global leader, employing over 1,100 skilled professionals across more than 20 locations worldwide. We are committed to assisting our clients in acquiring, retaining, and maximizing the value of their customer relationships. Our diverse range of products and services includes Priority Pass, the largest independent airport VIP lounge access program with 800 lounges globally, and Columbus Insurance, a prominent travel insurance provider.

Role Overview:

The primary objective of this position is to manage incoming claims inquiries, conduct claims evaluations, and provide exceptional customer service through both phone and email communications. The role also involves making outbound calls as necessary. In addition to claims processing, the position will focus on delivering customer support and guidance regarding policy coverage and adjustments related to the easyJet product.

Responsibilities include offering both verbal and written guidance to clients on all facets of claims management while ensuring a high standard of service delivery to our external partners through effective client relationship management and process optimization. Supporting colleagues on a daily basis is also a key aspect of this role.

Key Responsibilities:

  • Uphold the company's reputation by demonstrating professionalism in conduct, appearance, and behavior, while adhering to established company standards and procedures.
  • Evaluate claims in accordance with policy terms as outlined by the insurer.
  • Provide thorough verbal and written explanations regarding policy wording related to coverage and claims.
  • Ensure prompt telephone responses to all inquiries directed to the Claims Department, delivering clear and accurate information to claimants.
  • For admissible claims, offer detailed explanations both verbally and in writing upon request.
  • Accurately assess all claims and communicate with claimants through concise letters outlining necessary information or documentation required to proceed with claims or explaining settlement details.
  • Monitor recovery aspects of claims and ensure that amounts due are collected when appropriate.
  • Input claims payments accurately into the claims system for clients or third-party suppliers.
  • Identify and address any potential fraud indicators.
  • Develop and implement industry best practices for customer service to achieve high levels of service delivery based on company call handling guidelines.
  • Respond to customer emails within 24 hours, excluding weekends.
  • Adhere to established standards of accuracy, quality, and business procedures for all areas of call handling and claims assessment.
  • Comply with all FCA guidelines and standards for Treating Customers Fairly as covered in induction training.
  • Work within agreed inbound/outbound call handling and productivity standards to meet Contact Centre service levels.

Required Skills & Experience:

  • Preferable experience in Insurance Claims.
  • Knowledge of key travel insurance products is ideal.
  • Customer service experience is essential.
  • Detail-oriented with strong analytical skills.
  • Numeracy skills to analyze statistical data.
  • Demonstrated intellectual capability appropriate for the role.
  • Excellent written and verbal communication skills, fluent in German.
  • Ability to perform under pressure.
  • Strong command of the German language.
  • Confident and supportive telephone demeanor.
  • Effective organizational skills.
  • Ability to work independently and collaboratively within a team.
  • Familiarity with the Gotrex claims system or similar platforms.
  • Understanding of FSA regulations and the TCF concept.
  • Polite, friendly, and assertive communication style.
  • Integrity and a commitment to maintaining confidentiality.
  • Proactive and forward-thinking approach.


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