Innovation Group manages critical incidents in the car and home on behalf of the world's leading insurers, brokers and fleet managers, together with warranty and service plan provision for many OEMs and automotive dealerships, globally. We bring together a world-class supplier network, outstanding people and sophisticated technology platforms to provide thre...
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To engage with claimant and /or service provider to request basic information needed in order to process claim - includes written correspondence and phone calls. Evaluate claims based on documentation received including responses from claimant and providers
Key Responsibilities
Finance
Ask correct questions and gain necessary information to process the claim or advise the client accordingly.
If required, refer to independent Assessor.
Log a request on the system.
Coordinate with the Workshop, Owner, Assessor and other stakeholders.
Evidence to be provided to prove savings on claim cost (i.e. application of procurement initiatives, spend direction, accurate adjudication, salvage)
Finalize and close off the claim when all information is available.
Refer claims above R5,000 for authorization to the next line: Claims
Authorise claims in accordance with policy parameters.
Ensure 95% of claims are finalised on same day as registration Tyre & rim / 90% (Warranty)
Customer
Administer and authorise claims on the system as per Company Policy and Procedures.
Ensure adherence to scheduling & service delivery within the call centre
Communicate with Internal and External clients and Repairing Agents
Understand and implement IG’s “Treating Customers Fairly” policy.
Minimum of 95% scoring on quality audits, no rework or escalations / first call resolution
Build relationship with internal stakeholders to promote customer delivery / centricity - 360 survey feedback.
Operational Delivery: Conduct
Adherence to all company policies, call centre house rules, working hours etc.
Ensure self-adherence to all regulatory & legislative & audit requirements
Ensure self-adherence to quality of service delivery & communication
Adherence to processes, authorization limits, escalations (part of QA scoring - minimum 95%)
People
Adherence to company values.
Equal contribution to department deliverables in terms of workload, responsibilities & adherence to availability (absenteeism / official tea/lunch breaks)
Adherence to all training / qualification requirements
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