114 Claims Handler jobs in South Africa

Company Description

Mpumelelo Services
 is a diversified financial services provider (FSP) serving a broad spectrum of clients across personal and commercial insurance. Since our founding in 2006, we have earned a reputation for delivering ethical, client-centered solutions that empower strategic financial decision-making.

Our core offerings include:

• Insurance broking services
• Risk management for business and commercial insurance
• Healthcare benefits
• Group life and employee benefits

We are committed to transformation, transparency, and service excellence—placing people at the heart of every solution.

Role Description: Commercial Claims Consultant / Commercial Underwriter

Location:
 West Rand 
Type:
 Full-time, On-site

Mpumelelo Services is seeking a detail-oriented and client-focused 
Commercial Claims Consultant / Underwriter
 to join our dynamic team. This role involves managing insurance claims, underwriting, and policy administration from initiation to resolution. The successful candidate will liaise with clients and insurers, ensuring accurate, compliant, and timely outcomes.

Key Responsibilities

• Process and manage commercial insurance claims professionally and efficiently
• Communicate with clients, insurers, and internal teams to resolve claims
• Investigate, assess, and document claim details
• Ensure compliance with regulatory and company standards
• Maintain accurate records and support reporting requirements
• Provide empathetic, solution-driven service to claimants
• Manage policy renewals and underwriting processes

Qualifications & Skills

We're looking for a candidate who combines technical expertise with a collaborative mindset:

• Proven experience in claims handling and underwriting (commercial lines)
• Strong written and verbal communication skills
• In-depth knowledge of insurance claims processes and procedures
• High attention to detail and analytical thinking
• Ability to thrive in a fast-paced, deadline-driven environment
• Strong organisational and time management skills
• A team player with a proactive, solutions-oriented approach
• Proficiency in relevant software (e.g., MS Office, claims platforms)
• A degree or certification in insurance, business, or a related field
• Completion of RE Exams 5
• Valid driver's licence

Who we are?
Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

About The Role
We are seeking a proactive and detail-oriented
Claims Handler
to join our Area Claims team in the Southern West Europe (SWE) Maghreb region. Based in Tunisia, you will be responsible for managing customer cargo claims and incident-related matters across Tunisia and Algeria, with additional support for Morocco when required.

This role is central to delivering a seamless and professional customer experience, ensuring claims are handled efficiently, compliantly, and with empathy.

Why Join Us?
A Strategic Role in a Collaborative Claims Team
This is a unique opportunity to contribute to a dynamic, multi-brand, multi-product environment spanning ocean and inland transport, warehousing, and value-added services.

As a dedicated Claims Handler for the Maghreb region, you will play a key role in:

• Strengthening regional alignment and consistency in claims handling.
• Enhancing cross-border collaboration and knowledge sharing.
• Driving operational efficiency and customer satisfaction.
• Fostering a supportive team culture built on ownership, curiosity, and continuous improvement.

You'll be part of a highly experienced claims team that values collaboration, expertise, and proactive problem-solving—working together to deliver impactful results in a constantly evolving space.

Key Responsibilities

• Manage customer cargo claims and incident inquiries within agreed timelines and service standards (TAT KPIs).
• Collect, review, and validate claim documentation; coordinate cargo surveys and ensure completeness for legal assessment by Global Claim Hubs.
• Assess claims and escalate complex cases to the Regional Claims Manager and Commercial Management.
• Negotiate settlements directly with customers, ensuring fair and transparent communication.
• Oversee longstanding cargo cases and support salvage/disposal processes.
• Build and maintain strong relationships with local insurers, surveyors, legal advisors, and relevant authorities.
• Collaborate closely with internal teams including Customer Experience, Sales, and Delivery.
• Support recovery efforts from third parties and contribute to loss prevention initiatives.
• Provide guidance and training to customers and colleagues on claims processes and best practices.

What We're Looking For
:

• Demonstrated experience in handling insurance or logistics claims, preferably across North African markets.
• Solid understanding of regulatory frameworks in Tunisia and Algeria.
• Fluency in French and Arabic; working proficiency in English.
• Strong documentation and analytical skills with high attention to detail.
• Ability to work independently and coordinate effectively with regional and global teams.
• Excellent communication and negotiation skills, particularly in conflict resolution.
• Comfortable in a fast-paced, multicultural environment.

Desirable Experience:

• Background in shipping, logistics, or supply chain operations.
• Experience working with cross-functional and multicultural teams.
• Familiarity with customs regulations and transport documentation in the region.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing

Job Description
Indian Ocean Export Company (IOEC) is seeking a
Claims Handler and Process Owner (CHPO)
who is to be accountable for owning the end-to-end claims lifecycle in a FMCG Export Shipping environment inclusive of perishables, requiring experience in cold-chain integrity and shelf-life considerations. The role requires execution, administrative discipline, proactive risk reduction, continuous improvement, and elevation of claims handling from reactive administration to an outcomes-driven coordination function.

The CHPO is responsible for centralizing the organizations claims. This is a high accountability role; the successful incumbent is the process owner for claims across the organization; responsible to centralize, control, drive processing and resolve claims related to export shipments, cargo damage, delays, lost goods and insurance claims. The role involves liaising with internal departments, our customers, suppliers, shipping lines, freight forwarders, air and road transporters, legal stakeholders to secure timely and efficient actions from intake through recovery and closure of claim resolutions.

ROLE SCOPE & KEY FOCUS AREAS

• Process Ownership and Workflow: Own the complete claims lifecycle (registration, triage, investigation, negotiation, recovery, closure). Create centralized environment for Claims Handling. Regular reporting and communication to Management.
• Stakeholder Engagement: Directly interact with internal and third-party stakeholders including Sales, Warehouse, Logistics, Operations, our clients, suppliers, shipping lines, freight forwarders, insurers, and other legal entities.
• Internal Governance & Continuous Improvement: Ensure adherence to timelines and workflows, contracts and SLA agreements, claims timelines and regulatory/compliance requirements. CAPA Leadership: Maintain and drive the CAPA register; Pre-emptive Risk Actions, Management and execution on continuous improvement: Audit claims handling SOPs. Trigger early actions (e.g., supplier notifications, in-market inspections, temperature monitoring checks) to reduce claim occurrence. Identify, quantify, and communicate trends; drive process improvements and risk controls. embed lessons learned into operations, with a focus on preventative implementations.

Key Responsibilities
Process Ownership and Workflow

• Manage the full lifecycle of claims from registration to closure and recovery with SOP, contractual, SLA and legal awareness.
• Receive, assess, and process claims related to lost, damaged, or delayed shipments.
• Verify claim supporting documentation for completeness and accuracy including shipping records, invoices, and insurance policies. Proactively liaise with all internal and external stakeholders to investigate and resolve claims.
• Ensure all claims are in compliance; documented, tracked, captured and filed in accordance with company SOPs, legal requirements and

Stakeholder Engagement

• Act as the primary point of contact and drive action with all internal and external stakeholders.
• Coordinate with internal and external stakeholders to gather necessary evidence.
• Arrange independent surveys or inspections as needed.
• Provide timely updates to stakeholders on claim progress.
• Negotiate settlements professionally to maximize recovery and minimize product loss.
• Lead recovery negotiations using data-driven arguments
• Prepare claim reports for management, present insights, highlight trends and areas for process improvement.
• Provide timely updates on claim progress and outcomes to internal stakeholders.
• Reporting & Analytics
• Confidently escalate unresolved issues to senior leadership when required

Internal Governance & Continuous Improvement

• Maintain detailed records of all claims, correspondence, and resolutions.
• Maintain dashboards and reports on claims performance.
• CAPA Leadership: Own and maintain the Corrective and Preventative Action (CAPA) register
• Provide claims data, trends, and root-cause insights to Internal Departments for performance reviews and to address Quality/QA improvements.
• Pre-emptive Risk Actions: Management and execution on continuous improvement:
• Conduct workflow audits; Audit claims handling SOPs.
• identify and implement process improvements. Ensure adherence to timelines and workflows,
• Identify trends, root causes, and present insghts of patterns recurring with claim issues and recommend corrective measures to mitigate future risks. Report recurring claim causes and drive cross-functional actions to prevent recurrence.
• Formulate solutions to Trigger early actions to reduce claim occurrence.
• Identify, quantify, and communicate trends; drive process improvements and risk controls.
• embed lessons learned into operations, with a focus on preventative implementations.

Experience
MINIMUM REQUIREMENTS:

• 5+ years in claims handling (preferably in FMCG or perishables)
• Familiarity with legal language, international trade, Incoterms, and insurance claims. Strong understanding in contract processes /SLA's/legal/insurance processes export compliance, export logistics, shipping line operations, perishable goods handling and regulatory requirements
• Experience interfacing with suppliers, shipping lines, insurers, and auditors
• Proficiency in Microsoft Office and claims/ERP systems

Education

• Bachelor's degree or higher in Logistics, Supply Chain Management, Insurance, International Trade, or a related field
• Experience in ERP/claims management software

PROFILE

• Professional, assertive, confident negotiator and communicator. Experienced in complex cross-functional collaboration.
• Skilled in relationship building, presentation and stakeholder management.
• Logical, analytical mindset, data-driven, solution focused.
• Decision-making and problem-solving skills.

Company Description
IOEC is an export business, connecting people in over 55 countries with leading FMCG, building materials, and general merchandise brands.

IOEC is seeking a Claims Handler and Process Owner who is accountable for owning the end-to-end claims lifecycle in a FMCG Export Shipping environment inclusive of perishables, requiring experience in cold-chain integrity and shelf-life considerations. The role requires execution, administrative discipline, proactive risk reduction, continuous improvement, and elevation of claims handling from reactive administration to an outcomes-driven coordination function.

The CHPO is responsible for centralizing the organizations claims. This is a high accountability role; the successful incumbent is the process owner for claims across the organization; responsible to centralize, control, drive processing and resolve claims related to export shipments, cargo damage, delays, lost goods and insurance claims. The role involves liaising with internal departments, our customers, suppliers, shipping lines, freight forwarders, air and road transporters, legal stakeholders to secure timely and efficient actions from intake through recovery and closure of claim resolutions.

ROLE SCOPE & KEY FOCUS AREAS

• Process Ownership and Workflow: Own the complete claims lifecycle (registration, triage, investigation, negotiation, recovery, closure). Create centralized environment for Claims Handling. Regular reporting and communication to Management.

• Stakeholder Engagement: Directly interact with internal and third-party stakeholders including Sales, Warehouse, Logistics, Operations, our clients, suppliers, shipping lines, freight forwarders, insurers, and other legal entities.

• Internal Governance & Continuous Improvement: Ensure adherence to timelines and workflows, contracts and SLA agreements, claims timelines and regulatory/compliance requirements. CAPA Leadership: Maintain and drive the CAPA register; Pre-emptive Risk Actions, Management and execution on continuous improvement: Audit claims handling SOPs. Trigger early actions (e.g., supplier notifications, in-market inspections, temperature monitoring checks) to reduce claim occurrence. Identify, quantify, and communicate trends; drive process improvements and risk controls. embed lessons learned into operations, with a focus on preventative implementations.

KEY RESPONSIBILITIES

Process Ownership and Workflow

• Manage the full lifecycle of claims from registration to closure and recovery with SOP, contractual, SLA and legal awareness.

• Receive, assess, and process claims related to lost, damaged, or delayed shipments.

• Verify claim supporting documentation for completeness and accuracy including shipping records, invoices, and insurance policies. Proactively liaise with all internal and external stakeholders to investigate and resolve claims.

• Ensure all claims are in compliance; documented, tracked, captured and filed in accordance with company SOPs, legal requirements and timelines.

Stakeholder Engagement:

• Act as the primary point of contact and drive action with all internal and external stakeholders.

• Coordinate with internal and external stakeholders to gather necessary evidence.

• Arrange independent surveys or inspections as needed.

• Provide timely updates to stakeholders on claim progress.

• Negotiate settlements professionally to maximize recovery and minimize product loss.

• Lead recovery negotiations using data-driven arguments

• Prepare claim reports for management, present insights, highlight trends and areas for process improvement.

• Provide timely updates on claim progress and outcomes to internal stakeholders.

• Reporting & Analytics

• Confidently escalate unresolved issues to senior leadership when required

Internal Governance & Continuous Improvement

• Maintain detailed records of all claims, correspondence, and resolutions.

• Maintain dashboards and reports on claims performance.

• CAPA Leadership: Own and maintain the Corrective and Preventative Action (CAPA) register

• Provide claims data, trends, and root-cause insights to Internal Departments for performance reviews and to address Quality/QA improvements.

• Pre-emptive Risk Actions: Management and execution on continuous improvement:

• Conduct workflow audits; Audit claims handling SOPs.

• identify and implement process improvements. Ensure adherence to timelines and workflows,

• Identify trends, root causes, and present insghts of patterns recurring with claim issues and recommend corrective measures to mitigate future risks. Report recurring claim causes and drive cross-functional actions to prevent recurrence.

• Formulate solutions to Trigger early actions to reduce claim occurrence.

• Identify, quantify, and communicate trends; drive process improvements and risk controls.

• embed lessons learned into operations, with a focus on preventative implementations.

MINIMUM REQUIREMENTS:

EXPERIENCE

• 5+ years in claims handling (preferably in FMCG or perishables)

• Familiarity with legal language, international trade, Incoterms, and insurance claims. Strong understanding in contract processes /SLA's/legal/insurance processes export compliance, export logistics, shipping line operations, perishable goods handling and regulatory requirements

• Experience interfacing with suppliers, shipping lines, insurers, and auditors

• Proficiency in Microsoft Office and claims/ERP systems

EDUCATION:

• Bachelor's degree or higher in Logistics, Supply Chain Management, Insurance, International Trade, or a related field

• Experience in ERP/claims management software

PROFILE

• Professional, assertive, confident negotiator and communicator. Experienced in complex cross-functional collaboration.

• Skilled in relationship building, presentation and stakeholder management.

• Logical, analytical mindset, data-driven, solution focused.

• Decision-making and problem-solving skills.

Job Type: Full-time

Work Location: In person

DETAILS OF THE VACANCY

Job Title Assistant Claims Handler

Location Labour Claims Johannesburg

Salary Grade PASS1

Reporting to Claims Manager

Reporting staff None

Type of Position Permanent

Working hours Mondays to Fridays from 08h00 – 16h30

Alternate Saturdays from 09h00 – 12h30

Key Responsibilities include, but are not limited to the following:

Consulting with clients Attending to clients and providing legal advice and assistance Drafting & Attending to Correspondence Attending to drafting and responding to correspondence on behalf of clients Providing Feedback to clients Ensuring that clients receive regular updates and feedback Application of Legal Principles Assessing merits on matters and applying legal principles in line with

membership agreement

MINIMUM REQUIREMENTS AND GENERAL WORKING CONDITIONS

EducationMatric

National Diploma in Paralegal Studies (or equivalent qualification)/ Completed MENU

Training (internal employees)ExperienceAt least 1 years' experience in a legal environment.

Legal Interns: Must have completed a minimum of 6 months' internship, coupled

with a signed off POE, and must have completed all core legal trainings

Experience dealing with Labour claims (advantageous)OtherMust be computer literate; specifically proficient in MS Word and Outlook. General working conditionsRegular office environment and no health and safety risks involved.

No travel involved.

PRE-REQUISITE COMPETENCIES

Knowledge CompetenciesProfessional knowledge

Product knowledgeSkill CompetenciesAttention to detail

Administrative skills

Analytical thinking ability

Computer literacy

Verbal communication

Written CommunicationBehavioural CompetenciesAdministrative orientation

Computer systems orientation

Customer service orientation

Integrity

Self-confidence

Stress tolerance

APPLICATION AND CONTACT DETAILS

To apply for this position, send in your updated cv. together with the completed application form.

Contact Person Thembi Tambani on Email: .bizReference NumberWhen submitting your application, please quote reference number SLP/071-25Closing DateTuesday,07October 2025

EMPLOYMENT EQUITY

The company's intention is to promote equity through filling of all numeric targets as contained in the Employment Equity Plan. To facilitate this process successfully, an indication of race, gender and disability status is required on your application.

Please note that the employment of family relatives is strictly prohibited.

In the event of no internal applications having been received, external applications will be considered. If you have not been contacted within 2 weeks of the closing date, please consider your application to have been unsuccessful.

PROTECTION OF PRIVACY

Scorpion Legal Protection is committed to protecting your privacy. Your information will be used properly, lawfully, securely and transparently for the purpose of recruitment processes. Scorpion Legal Protection has implemented appropriate technical and organisational information security measures to help keep your information secure, accurate and current.

A reputable short-term insurance provider is seeking a qualified Claims Handler to manage and process Body Corporate and Sectional Title claims. This role is based in KZN and ideal for someone who thrives in a fast-paced, detail-driven environment.

Key Responsibilities :

Handle end-to-end short-term insurance claims, with a focus on Body Corporate and Sectional Title portfolios

Liaise with clients, brokers, assessors, and service providers to ensure efficient claims resolution

Ensure all claims are processed in line with policy terms, conditions, and turnaround times

Maintain accurate records and documentation throughout the claims cycle

Minimum Requirements :

Fully qualified in short-term insurance (FAIS & RE compliant)

Minimum 3 years experience in claims handling

At least 1 year of experience working specifically with Body Corporate / Sectional Title claims

Strong administrative and communication skills

Ability to manage multiple claims with attention to detail and urgency

What's on Offer :

Competitive monthly salary

A collaborative and supportive working environment

The chance to specialise in a niche and growing segment of the insurance market

Overview

Job Title: Claims Handler and Process Owner (CHPO) at IOEC. IOEC is seeking a CHPO who is accountable for owning the end-to-end claims lifecycle in a FMCG Export Shipping environment inclusive of perishables, requiring experience in cold-chain integrity and shelf-life considerations. The role requires execution, administrative discipline, proactive risk reduction, continuous improvement, and elevation of claims handling from reactive administration to an outcomes-driven coordination function.

The CHPO is responsible for centralizing the organization's claims. This is a high accountability role; the successful incumbent is the process owner for claims across the organization; responsible to centralize, control, drive processing and resolve claims related to export shipments, cargo damage, delays, lost goods and insurance claims. The role involves liaising with internal departments, our customers, suppliers, shipping lines, freight forwarders, air and road transporters, legal stakeholders to secure timely and efficient actions from intake through recovery and closure of claim resolutions.

• Process Ownership and Workflow: Own the complete claims lifecycle (registration, triage, investigation, negotiation, recovery, closure). Create centralized environment for Claims Handling. Regular reporting and communication to Management.
• Stakeholder Engagement: Directly interact with internal and third-party stakeholders including Sales, Warehouse, Logistics, Operations, our clients, suppliers, shipping lines, freight forwarders, insurers, and other legal entities.
• Internal Governance & Continuous Improvement: Ensure adherence to timelines and workflows, contracts and SLA agreements, claims timelines and regulatory/compliance requirements. CAPA Leadership: Maintain and drive the CAPA register; Pre-emptive Risk Actions, Management and execution on continuous improvement: Audit claims handling SOPs. Trigger early actions (e.g., supplier notifications, in-market inspections, temperature monitoring checks) to reduce claim occurrence. Identify, quantify, and communicate trends; drive process improvements and risk controls. Embed lessons learned into operations, with a focus on preventative implementations.

• Process Ownership and Workflow: Manage the full lifecycle of claims from registration to closure and recovery with SOP, contractual, SLA and legal awareness.
• Receive, assess, and process claims related to lost, damaged, or delayed shipments.
• Verify claim supporting documentation for completeness and accuracy including shipping records, invoices, and insurance policies. Proactively liaise with all internal and external stakeholders to investigate and resolve claims.
• Ensure all claims are in compliance; documented, tracked, captured and filed in accordance with company SOPs, legal requirements and

• Act as the primary point of contact and drive action with all internal and external stakeholders.
• Coordinate with internal and external stakeholders to gather necessary evidence.
• Arrange independent surveys or inspections as needed.
• Provide timely updates to stakeholders on claim progress.
• Negotiate settlements professionally to maximize recovery and minimize product loss.
• Lead recovery negotiations using data-driven arguments
• Prepare claim reports for management, present insights, highlight trends and areas for process improvement.
• Provide timely updates on claim progress and outcomes to internal stakeholders.
• Reporting & Analytics
• Confidently escalate unresolved issues to senior leadership when required

• Maintain detailed records of all claims, correspondence, and resolutions.
• Maintain dashboards and reports on claims performance.
• CAPA Leadership: Own and maintain the Corrective and Preventative Action (CAPA) register
• Provide claims data, trends, and root-cause insights to Internal Departments for performance reviews and to address Quality/QA improvements.
• Pre-emptive Risk Actions: Management and execution on continuous improvement
• Conduct workflow audits; Audit claims handling SOPs.
• Identify and implement process improvements. Ensure adherence to timelines and workflows,
• Identify trends, root causes, and present insights of patterns recurring with claim issues and recommend corrective measures to mitigate future risks. Report recurring claim causes and drive cross-functional actions to prevent recurrence.
• Formulate solutions to Trigger early actions to reduce claim occurrence.
• Identify, quantify, and communicate trends; drive process improvements and risk controls.
• Embed lessons learned into operations, with a focus on preventative implementations.

• 5+ years in claims handling (preferably in FMCG or perishables)
• Familiarity with legal language, international trade, Incoterms, and insurance claims. Strong understanding in contract processes /SLA’s/legal/insurance processes export compliance, export logistics, shipping line operations, perishable goods handling and regulatory requirements
• Experience interfacing with suppliers, shipping lines, insurers, and auditors
• Proficiency in Microsoft Office and claims/ERP systems

• Bachelor’s degree or higher in Logistics, Supply Chain Management, Insurance, International Trade, or a related field
• Experience in ERP/claims management software

• Professional, assertive, confident negotiator and communicator. Experienced in complex cross-functional collaboration.
• Skilled in relationship building, presentation and stakeholder management.
• Logical, analytical mindset, data-driven, solution focused.
• Decision-making and problem-solving skills.

IOEC is an export business, connecting people in over 55 countries with leading FMCG, building materials, and general merchandise brands.

Indian Ocean Export Company (IOEC) is seeking a Claims Handler and Process Owner (CHPO) who is to be accountable for owning the end-to-end claims lifecycle in a FMCG Export Shipping environment inclusive of perishables, requiring experience in cold-chain integrity and shelf-life considerations. The role requires execution, administrative discipline, proactive risk reduction, continuous improvement, and elevation of claims handling from reactive administration to an outcomes-driven coordination function.

The CHPO is responsible for centralizing the organizations claims. This is a high accountability role; the successful incumbent is the process owner for claims across the organization; responsible to centralize, control, drive processing and resolve claims related to export shipments, cargo damage, delays, lost goods and insurance claims. The role involves liaising with internal departments, our customers, suppliers, shipping lines, freight forwarders, air and road transporters, legal stakeholders to secure timely and efficient actions from intake through recovery and closure of claim resolutions.

ROLE SCOPE & KEY FOCUS AREAS

1. Process Ownership and Workflow: Own the complete claims lifecycle (registration, triage, investigation, negotiation, recovery, closure). Create centralized environment for Claims Handling. Regular reporting and communication to Management.
2. Stakeholder Engagement: Directly interact with internal and third-party stakeholders including Sales, Warehouse, Logistics, Operations, our clients, suppliers, shipping lines, freight forwarders, insurers, and other legal entities.
3. Internal Governance & Continuous Improvement: Ensure adherence to timelines and workflows, contracts and SLA agreements, claims timelines and regulatory/compliance requirements. CAPA Leadership: Maintain and drive the CAPA register; Pre-emptive Risk Actions, Management and execution on continuous improvement: Audit claims handling SOPs. Trigger early actions (e.g., supplier notifications, in-market inspections, temperature monitoring checks) to reduce claim occurrence. Identify, quantify, and communicate trends; drive process improvements and risk controls. embed lessons learned into operations, with a focus on preventative implementations.

KEY RESPONSIBILITIES

Process Ownership and Workflow

• Manage the full lifecycle of claims from registration to closure and recovery with SOP, contractual, SLA and legal awareness.
• Receive, assess, and process claims related to lost, damaged, or delayed shipments.
• Verify claim supporting documentation for completeness and accuracy including shipping records, invoices, and insurance policies. Proactively liaise with all internal and external stakeholders to investigate and resolve claims.
• Ensure all claims are in compliance; documented, tracked, captured and filed in accordance with company SOPs, legal requirements and

Stakeholder Engagement:

• Act as the primary point of contact and drive action with all internal and external stakeholders.
• Coordinate with internal and external stakeholders to gather necessary evidence.
• Arrange independent surveys or inspections as needed.
• Provide timely updates to stakeholders on claim progress.
• Negotiate settlements professionally to maximize recovery and minimize product loss.
• Lead recovery negotiations using data-driven arguments
• Prepare claim reports for management, present insights, highlight trends and areas for process improvement.
• Provide timely updates on claim progress and outcomes to internal stakeholders.
• Reporting & Analytics
• Confidently escalate unresolved issues to senior leadership when required

Internal Governance & Continuous Improvement

• Maintain detailed records of all claims, correspondence, and resolutions.
• Maintain dashboards and reports on claims performance.
• CAPA Leadership: Own and maintain the Corrective and Preventative Action (CAPA) register
• Provide claims data, trends, and root-cause insights to Internal Departments for performance reviews and to address Quality/QA improvements.
• Pre-emptive Risk Actions: Management and execution on continuous improvement:
• Conduct workflow audits; Audit claims handling SOPs.
• identify and implement process improvements. Ensure adherence to timelines and workflows,
• Identify trends, root causes, and present insghts of patterns recurring with claim issues and recommend corrective measures to mitigate future risks. Report recurring claim causes and drive cross-functional actions to prevent recurrence.
• Formulate solutions to Trigger early actions to reduce claim occurrence.
• Identify, quantify, and communicate trends; drive process improvements and risk controls.
• embed lessons learned into operations, with a focus on preventative implementations.

MINIMUM REQUIREMENTS:

EXPERIENCE

• 5+ years in claims handling (preferably in FMCG or perishables)
• Familiarity with legal language, international trade, Incoterms, and insurance claims. Strong understanding in contract processes /SLA’s/legal/insurance processes export compliance, export logistics, shipping line operations, perishable goods handling and regulatory requirements
• Experience interfacing with suppliers, shipping lines, insurers, and auditors
• Proficiency in Microsoft Office and claims/ERP systems

EDUCATION:

• Bachelor’s degree or higher in Logistics, Supply Chain Management, Insurance, International Trade, or a related field
• Experience in ERP/claims management software

PROFILE

• Professional, assertive, confident negotiator and communicator. Experienced in complex cross-functional collaboration.
• Skilled in relationship building, presentation and stakeholder management.
• Logical, analytical mindset, data-driven, solution focused.
• Decision-making and problem-solving skills.

The Collinson Group the Collinson Group, that proudly employ over 1,100 talented individuals in over 20 locations world-wide and we are dedicated to helping our clients acquire, retain and optimize the value of their customer relationships. Some of 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 purpose of the role will be to deal with inbound claims calls, claims assessment, incoming e-mails, and conversational claims, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service. There will also be a requirement to make outbound calls. Alongside the claims aspect, the role will be for customer support and advice for policy cover and adjustment on the easyJet product.

To provide verbal and written advice to customers on all aspects of claims handling as well as providing a high level of service to our external clients through client relationship and process efficiency. To support colleagues on a day-to-day basis.

• Process claims based on policy details, insurer guidelines, and industry best practices.
• Provide clear, accurate advice on policy coverage, claim decisions, and required documentation.
• Respond to customer inquiries (calls and emails) promptly, within 24 hours for emails.
• Handle inbound sales, adjustments, and service queries with a focus 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.
• Assist vulnerable customers with appropriate support and service.
• Meet productivity targets while maintaining quality in claims, calls, and email management.
• Ensure timely, accurate claim payments to customers and third parties.
• Adhere to FCA regulations, including Treating Customers Fairly (TCF) principles.
• Collaborate with teams to enhance workflows and customer experience.

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