BASIC FUNCTION:

• To register all new claims in EIC claims system on time following EIC policies and procedures.
• To provide excellent customer service for First Notice of Loss and all claims related queries over the phone and in writing.

Duties & Responsibilities

§  To receive claim notification from the insured or Third Party through e-mail, phone or any digital channel.

§  To register motor claims in EIC claims system, generate data sheet with claim number, establish claim files and acknowledge the claim to the client within defined service levels of EIC.

§  Working in a call center environment will require working in shifts and on Saturdays (max working days per week will be 5).

§  Check validity of policy and coverage of claim by reviewing the policy report.

§  Capture all required information in the claims system and put initial reserve as per the claims guidelines.

Attend customers calls (registration & queries) as by the assign shifts (incl. Saturdays).

§  Increase first-call resolution and only escalate queries to the back office if technically required.

§  To thoroughly understand and comply with the framework of EIC policies and procedures with regards to Motor Claims / Survey / Salvage and Claim settlement functions.

§  To operationally implement the EIC Motor policies and procedures in the execution of daily work assigned and maintain accuracy / transparency in the execution of motor claims operations under direct access and control.

§  Manages workshops allocation through all channels including Email communications & inbound calls.

§  Coordinate with EIC different departments to get a proper update on customer’s cases & communicate the same to clients within EIC agreed TAT’s.

Perform any other tasks assigned by the reporting manager relevant to the job function of undefined nature which may arise from time to time.