Claims Administrator | East London

PSG Konsult Ltd · East London, Eastern Cape

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Job description

The Claims Administrator is responsible for managing the end-to-end administration of insurance claims, delivering exceptional client service, assisting walk-in clients, and providing operational support to the HUB and advisers where required.
The successful candidate will proactively manage claims from registration through to finalisation while ensuring accurate record keeping, effective communication, and compliance with company and insurer requirements. The position will focus primarily on personal lines claims, with exposure to commercial claims being advantageous.

Claims Administration

Dealing directly with insurers, assessors, repairers and service providers.
Managing claims from registration through to finalisation.
Register and process new claims accurately and timeously.
Manage claims from initial notification through to finalisation.
Obtain and verify all required claim documentation from clients, insurers, service providers and other relevant parties.
Liaise with insurers, assessors, panel beaters, contractors, brokers and service providers throughout the claims process.
Maintain regular communication with clients regarding claim progress and next steps.
Monitor outstanding claims and actively follow up on delays to ensure efficient claim resolution.
Review claim outcomes and communicate approvals, settlements, excesses, outstanding requirements and claim repudiations to clients.
Escalate complex, disputed or delayed claims to the adviser when required.
Maintain accurate records of all claim-related correspondence and documentation.
Ensure all claim files and supporting documents are uploaded and maintained in accordance with company procedures.
Prepare claims progress reports and identify matters requiring adviser intervention.
Attend to client complaints relating to claims and assist in resolving concerns professionally.

Client Service and Walk-In Clients

Professionally receive and assist walk-in clients.
Assist clients with claim forms, supporting documentation and general insurance enquiries.
Provide a positive and professional client experience at all times.
Assist with incoming telephone enquiries and redirect calls where appropriate.
Ensure clients are updated timeously regarding policy and claims matters.
Support advisers during client interactions when required.

Policy Administration Support

Assist with policy amendments, endorsements and insurer correspondence where required.
Obtain supporting documentation required by insurers.
Assist with policy administration and related insurance transactions during peak periods.
Support advisers with general insurance administration where operationally required.

Operational HUB Support

Assist with general office administration and document management.
Maintain accurate electronic client files and SharePoint records.
Provide support to the HUB team during staff absences, high-volume periods and operational requirements.
Assist with scheduling appointments and client follow-ups where required.
Participate in team meetings and contribute to continuous process improvement.
Perform additional insurance administration duties reasonably required within the role.

Qualifications

Experience

Minimum 5 years' experience in short-term insurance, specifically dealing with claims on personal lines insurance
Experience working on the Tial system.
Proficient in Microsoft Outlook, Word, Excel, Teams and SharePoint.
Proficient in both spoken and written English and at least one other official South African language.

Commercial insurance claims experience will be advantageous.
Strong client service orientation.
Excellent communication and interpersonal skills.
Exceptional attention to detail.
Strong administration and organisational skills.
Ability to prioritise tasks and manage multiple deadlines.
Strong follow-up and diary management skills.
Ability to work independently with limited supervision.
Ability to manage difficult client situations professionally and calmly.
Effective problem-solving ability.
High levels of accountability and ownership.
Strong record-keeping and documentation skills.
Ability to work effectively within a team environment.
Resilience and the ability to perform in a high-volume client service environment.
Willingness to learn and integrate into an established HUB environment.

Closing date: 29-Sept-2026