Customer Operations Officer - Insurance

Role Overview

This role coordinates insurance administration and accident claims for riders, keeping each case moving from initial notification through repair or compensation and final closure. You will work closely with customers, insurers, garages, hospitals, and internal teams to reduce delays, prevent policy gaps, and provide clear support throughout the process.

Key Responsibilities

• Arrange insurance documentation, including stickers and DMVIC records, and track upcoming renewals so customers are notified before their cover expires.
• Manage claims from incident reporting and document collection through insurer submission, assessment, authorization, repair or payment, and case closure.
• Submit claims within agreed service timelines, monitor progress, and follow up on outstanding insurer or partner actions to limit delays.
• Contact customers to request missing documents, share case updates, and explain the steps involved in claims and compensation.
• Coordinate bed-rest compensation and medical payments, checking supporting information and processing eligible payments within agreed turnaround times.
• Work with the Inventory team to issue, track, and collect loaner bikes, keeping customers informed during the loan period.
• Coordinate with approved garages on repair progress, expected completion, work quality, and customer updates; liaise with insurers, hospitals, and internal teams to resolve case issues.
• Maintain complete insurance and claims records, prepare weekly reports on case volumes, outcomes, ageing, turnaround times, and SLA performance, and escalate complex cases or breaches with relevant context and proposed next steps.
• Identify recurring delays and operational gaps, recommending practical changes to improve controls and the customer experience.

Requirements & Qualifications

• Experience in insurance operations, claims coordination, or a related customer operations role.
• Strong attention to detail and the ability to manage documentation and accurate records across several active cases.
• Experience working with external parties such as insurers, garages, or hospitals is an advantage.
• Proficiency in Excel and data-tracking tools, including the ability to prepare and interpret weekly performance reports.
• Clear, proactive communication and follow-up skills when working with customers, colleagues, and external partners.
• Ability to balance multiple workstreams, maintain service quality, and meet agreed SLA deadlines.