Claim Handler

Primary Duties & Responsibilities

• Receive and review insurance claims submitted electronically or through alternative channels from partner insurance companies.
• Verify claim details, policy coverage, and eligibility criteria to ensure compliance and accuracy.
• Register new claims reported by insurance companies, loss adjusters, or restoration professionals, and allocate each claim to the appropriate restoration technician.
• Review technician reports outlining the requirements for each assigned property and ensure timely processing.
• Maintain consistent and professional communication with insurers, loss adjusters, restoration specialists, and clients throughout the lifecycle of each claim.
• Communicate property requirements to the respective insurance company efficiently and accurately.
• Respond to enquiries, information requests, and status updates in a timely and professional manner.
• Assign tasks to relevant personnel as needed, ensuring effective coordination and workflow management.
• Maintain precise records of all service calls, dispatch details, and customer information within the systems used by both Disaster Care and the insurance company.
• Generate and submit accurate invoices to insurance partners in line with the scope of work and contractual terms.
• Support the maintenance of accurate operational records, including detailed reports and project documentation.
• Prepare and present progress updates and situational reports when required.
• Provide empathetic, responsive, and professional customer service to claimants and policyholders throughout the claims process.
• Address client concerns and escalate unresolved matters to relevant team leaders as appropriate.
• Identify, record, and escalate complaints in accordance with company policy and service-level expectations.
• Has a crucial role in private sales follow up and finalisation of opportunities .
• Compliance to the agreed SLAs by adhering the company SOPs.
• Register all the work on the company platforms as click up ,OCMS and CRM.

Required Skills & Qualifications

• Proficiency in English at C1 level (both written and spoken) is mandatory.
• Minimum of 1 year of experience working with CRM software (preferred).
• Strong proficiency in email platforms such as Outlook or Gmail.
• Comfortable using CRM and Project management systems as Click up systems for case management and communication.
• Excellent data entry and fast typing skills.
• Exceptional organisational and multitasking abilities.
• Active listening skills and strong interpersonal communication.
• Demonstrated sound judgment and critical thinking capabilities.
• Ability to thrive under pressure and adapt to evolving tasks or priorities.

Preferred Experience

• Familiarity with claims processing or working with insurance companies is an addon
• Prior experience in a remote or distributed work environment will be considered an add on asset.
• Has a good understanding of operations requirements , SOPs adherence, and SLAs achievement.