Claims Administrator
The Claims Administrator is responsible for supporting the efficient and accurate processing of insurance claims. This role involves liaising with customers, veterinary practices, and internal stakeholders to gather required information, assess claims, and communicate outcomes. The position requires strong attention to detail, excellent communication skills, and the ability to manage tasks in a timely and professional manner while meeting service and regulatory standards.
Actively chase, request and gather information required for claims assessment and underwriting referrals.
Approve claims and communicate outcomes clearly to customers.
Communicate claim decline decisions professionally and sensitively.
Respond to claim enquiries via phone and email.
Answer and resolve inbound customer queries.
Maintain clear, efficient communication with customers, veterinary practices and other third parties to obtain information and progress claims.
Ensure customer satisfaction is exceeded while meeting company and regulatory service standards.
Produce high-quality documentation and maintain accurate records in internal systems.
Complete a variety of administrative tasks with strong attention to detail.
Complete daily tasks in a timely manner, using effective problem-solving skills.
Ensure team SLA and KPI targets are consistently met.
Maintain comprehensive knowledge of company products.
Undertake regular learning and development in line with company and FCA requirements.
Share knowledge and expertise with colleagues.
Support other departments when required.
Proactively identify and contribute to improvements in operational claims processes.
Tertiary Qualification or relevant work experience (e.g. Business Administration, Office Administration, Communications, or a related discipline).
Proven experience in a customer service/administrative role (Insurance and claims experience advantageous but not essential).
Strong written and verbal communication skills, with the ability to handle sensitive situations professionally.
High level of attention to detail and accuracy.
Strong organisational and time management skills.
Ability to manage multiple tasks and meet deadlines.
Problem-solving mindset with a proactive approach.
Ability to work both independently and collaboratively within a team.
Competency in using internal systems and Microsoft Office applications.
Willingness to learn and maintain knowledge of company products and regulatory requirements.
Why Join Twoconnect?
Work from home
Mon - Fri: 5:00 PM – 2:00 AM PHT or 4:00 PM – 1:00 AM PHT (adjustments will be made for daylight saving time)
HMO with 1 free dependent and medical reimbursements
Government-mandated benefits
Work from home allowances
Opportunities to work with leading companies in Australia and beyond
Training programmes for career development
Engaging company outings, team activities and wellness sessions
Supportive, inclusive culture
Dedicated managers focused on your growth and success
Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.
