Claims Administrator (Vehicles)

Introduction

About Hakki Africa

Hakki Africa is a newly established subsidiary of a Japanese-headquartered fintech microfinance company. We currently operate in Kenya, India, Thailand and South Africa. As a microfinance enterprise, Hakki provides vehicle operating leases to Bolt e-hailing drivers with the goal of maximizing gig workers' income and promoting financial inclusion in South Africa. We are passionate about using financial innovation to empower underserved communities and create sustainable impact.

Role Overview

Hakki Africa is seeking a Claims Administrator to manage and coordinate the administration of vehicle and fleet insurance claims across the business.

The Claims Administrator will serve as the primary liaison between Hakki Africa and its appointed insurance service providers, ensuring that claims are accurately verified, properly documented, submitted within required timeframes, and actively followed through to resolution.

The role is responsible for maintaining accurate claims records, coordinating assessments and repairs, monitoring claim progress and turnaround times, following up on outstanding matters, and ensuring that Hakki Africa's interests are appropriately represented throughout the claims process.

Duties & Responsibilities

Claims Verification & Validation

R eview and verify all vehicle and fleet insurance claims before submission to the insurance service provider.

Verify accident, theft, damage and incident information against available internal records and supporting documentation.

Ensure that claims are supported by the required documentation, including incident reports, statements, photographs, police reports and other relevant evidence.

Identify missing information, discrepancies, inconsistencies or unusual circumstances within claims.

Verify that vehicle and insurance details correspond with Hakki Africa's internal records.

Escalate potentially fraudulent, irregular or high-risk claims to the Research & Operations Manager.

Ensure claims are submitted in accordance with the requirements of the relevant insurance policy and service provider.

Insurance Service Provider Coordination

Act as the primary point of contact between Hakki Africa and the appointed insurance service provider.

Submit verified claims and supporting documentation within required timelines.

Maintain consistent follow-up with the insurance service provider on all open and outstanding claims.

Obtain regular status updates on claims awaiting assessment, approval, repair, settlement or closure.

Respond to requests for additional information and ensure that outstanding requirements are addressed promptly.

Escalate delays, unresolved matters and service delivery issues in accordance with agreed escalation processes.

Maintain a documented follow-up cadence and ensure claim status is visible to Operations leadership.

Actively represent Hakki Africa's interests in interactions with the insurance service provider.

Coordinate the addition of newly procured vehicles to existing insurance policies, including submitting vehicle details and supporting documentation, following up on policy endorsements, confirming effective dates of cover, and ensuring updated insurance schedules are received and maintained.

Coordinate passenger liability cover and claims, ensuring that applicable incidents are reported to the insurance service provider within the required timelines, supporting documentation is provided, and claims are actively followed up through to resolution.

Claims Tracking & Administration

Maintain an accurate and up-to-date central claims register for the entire fleet.

Track every claim from initial notification through to finalisation and closure.

Maintain accurate records of claim status, outstanding actions, responsible parties and expected completion dates.

Monitor claims awaiting documentation, assessment, approval, repair authorisation, settlement and closure.

Proactively follow up on aged or delayed claims.

Maintain a clear audit trail of communications, actions and decisions relating to each claim.

Ensure closed claims are formally recorded and all relevant documentation is filed appropriately.

Assessment, Repair & Vehicle Recovery Coordination

Coordinate with the insurance service provider regarding vehicle assessments and assessment outcomes.

Follow up on assessment reports and repair authorisations.

Coordinate with approved repairers, towing companies, recovery providers and other relevant service providers where required.

Monitor the progress of vehicles undergoing insurance-related repairs.

Identify and escalate delays affecting assessment, repair or vehicle recovery.

Maintain accurate records of vehicle status throughout the claims and repair process.

Track claims-related vehicle downtime and communicate expected vehicle return-to-service dates to the relevant internal stakeholders.

Drive timely resolution of claims-related operational issues to minimise vehicle downtime.

Documentation & Data Integrity

Maintain complete and accurate electronic claims files.

Ensure all supporting documentation is correctly captured and filed.

Maintain accurate records of claim forms, incident reports, statements, photographs, police reports, assessment reports, repair quotations, authorisations, invoices and settlement documentation.

Ensure that claims information remains accurate and consistent across internal trackers and systems.

Prevent downstream operational and financial errors through disciplined claims data management.

Maintain claims records in an organised and audit-ready format.

Ensure confidential claims and company information is handled appropriately.

Claims Cost Monitoring

Track the financial value of individual claims and the overall claims portfolio.

Monitor claim-related costs, including insurance excesses, repair costs, towing, recovery and other associated expenses.

Review quotations and invoices against approved claim information where required.

Track claim settlements and amounts approved by the insurance service provider.

Identify unusual or unexpected claim-related costs and escalate these to management.

Maintain accurate claims cost information for management reporting and analysis.

Reporting & Analysis

Prepare accurate, timely and decision-ready weekly and monthly claims reports.

Report on open, closed, pending, approved, repudiated and outstanding claims.

Monitor claim turnaround times and identify claims that have exceeded expected timelines.

Report on claims-related vehicle downtime and operational impact.

Track claim values, excesses and other relevant cost information.

Analyse claims trends and identify recurring causes or patterns across the fleet.

Surface data-driven insights and recommendations — not just numbers — through each reporting cycle.

Provide management with visibility of insurance service provider performance and outstanding claims.

Continuously improve claims reporting templates and analytical capability.

Internal & External Stakeholder Coordination

Coordinate with Operations, Finance, Compliance and other relevant internal stakeholders on claims-related matters.

Obtain required information and documentation from internal teams and relevant vehicle stakeholders.

Coordinate with the insurance service provider, assessors, repairers, towing providers and other external service providers.

Ensure relevant stakeholders receive timely updates on claims that have an operational or financial impact.

Support the Operations team in maintaining continuity of fleet operations during claims-related downtime.

Process Improvement & Operational Efficiency

Identify inefficiencies and recurring issues within the claims administration process.

Propose practical and actionable improvements to reduce claims turnaround times and vehicle downtime.

Develop and maintain structured claims administration processes.

Review and update relevant Standard Operating Proce