This role is accountable for supporting customers through claims lodgment and information gathering in order to assess claims. The Claims Assistant will also assess low complexity claims as well as assessing and initiating appropriate support options tailored to the customer’s needs where appropriate.
In this role you will:
- Handle all administration of claims files and the policy administration systems with accuracy, care and in accordance with TAL Claims standard processes, procedures and policies
- Processing of customer amendments post claims via administration systems (database)
- Supporting Claims Consultants in day to day claims management processes by providing organisational support i.e. assessing and making payments, data entry, drafting referrals etc.
- Support customers through claims lodgment and information gathering in order to assess claims as timely as possible by:
- Customer and partner stakeholder management (e.g., advisers, trustees, fund administrators) whilst monitoring service delivery and quality
- Proactively managing communication with customers and clients relating to the management of the claim
- Service the in-bound claims IVR, and other claims IVRs as required, including but not limited claim queries, notifications and basic eligibility triaging
- Respond to all enquiries from claimants and representatives within service standards aiming to achieve first point of resolution
- Assessment of low complexity claims i
- Take responsibility to obtain a quick resolution of escalations and complaints
