Claims Handler- German Speaking- FTC 6 Months

Collinson; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in the insurance industry is seeking an Insurance Claims Handler in Cape Town. The role involves managing inbound claims calls, providing customer service, and ensuring compliance with regulations. Ideal candidates will have at least 1 year of experience in insurance claims and be fluent in both German and English. This position offers the opportunity to work in a dynamic environment focused on customer satisfaction and service quality.

Qualifications

• Fluent in German and English (both written and verbal).
• At least 1 year in insurance claims, with knowledge of travel insurance products.
• Understanding of FCA regulations and TCF principles.

Responsibilities

• Process claims based on policy details and insurer guidelines.
• Provide clear advice on policy coverage and documentation requirements.
• Respond promptly to customer inquiries via calls and emails.

Skills

Attention to detail

Strong communication skills

Numeracy for data accuracy

Problem-solving skills

Education

Matric or equivalent

Tools

Gotrex claims system

Job description

About the Collinson Group

The Collinson Group proudly employs over 1,100 talented individuals across more than 20 locations worldwide. We are dedicated to helping our clients acquire, retain, and optimize the value of their customer relationships. Our products and services include Priority Pass, the world’s largest independent airport VIP lounge access program with 800 lounges globally, and Columbus Insurance, a leading travel insurance specialist.

Role Purpose

The role involves handling inbound claims calls, assessing claims, managing incoming emails, and conducting conversational claims. It requires providing efficient, friendly customer service with accurate communication and high service levels. There will also be outbound calls. Additionally, the role includes customer support and advice regarding policy cover and adjustments for the easyJet product.

Key Responsibilities

• Process claims based on policy details, insurer guidelines, and industry best practices.
• Provide clear, accurate advice on policy coverage, claim decisions, and documentation requirements.
• Respond promptly to customer inquiries via calls and emails, with emails answered within 24 hours.
• Handle inbound sales, adjustments, and service queries, focusing on service quality and conversion.
• Detect and escalate potential fraud cases, ensuring compliance with prevention measures.
• Manage claim recoveries and customer complaints, ensuring timely resolutions.
• Support vulnerable customers with appropriate assistance.
• Meet productivity targets while maintaining high quality in claims, calls, and emails.
• Ensure timely and accurate claim payments to customers and third parties.
• Adhere to FCA regulations, including Treating Customers Fairly (TCF) principles.
• Collaborate with teams to improve workflows and customer experience.

Experience & Skills

• Education: Matric or equivalent.
• Languages: Fluent in German and English (both written and verbal).
• Experience: At least 1 year in insurance claims, with knowledge of travel insurance products.
• Skills: Attention to detail in claim validation, strong communication skills, and numeracy for data accuracy.
• Regulatory Knowledge: Understanding of FCA regulations and TCF principles.
• Systems: Experience with Gotrex claims system or similar is preferred.
• Personal Traits: Motivated, proactive, organized, professional, with strong customer service and problem-solving skills.