WHAT DOES AN INSURANCE ADMINISTRATOR DO?
Updated: Nov 03, 2025 - The Insurance Administrator manages the end-to-end claims process by gathering information, reviewing policy coverage, submitting claims, and coordinating authorizations. This role ensures timely task execution by communicating with contractors, following up with clients, and recording each claim in the monthly report. The administrator also maintains accurate insurance records, updates policy documentation, and handles both manual and electronic filing systems.
A Review of Professional Skills and Functions for Insurance Administrator
1. Insurance Administrator Duties
- Program Management: Develop, implement and manage insurance programs which accurately address local client needs within the remit of the scope of activity
- Relationship Building: Maintain effective long-term relationships with National Marsh Colleagues
- Product Development: Apply the Company's strategies through the provision of new products that benefit the client
- Client Understanding: Work actively to gain an understanding of the client's business, risk management and insurance needs
- Strategy Execution: Implement renewal and broking strategies based on the Marsh Client First Principles
- Document Production: Working alongside Support Brokers to ensure the accurate, efficient and timely production of all clients, insurer and policy-related documentation
- Client Communication: Communicate by phone, mail and e-mail with the various CSSD District Offices and policyowners
- System Training: Learn the basics of systems used to handle correspondence associated with life policies, including Cyberlife, Life 70, CMOD, CASH, etc.
- Workflow Learning: Learn and understand the basics of the BPM Workflow system and its capabilities, as all correspondence is processed through BPM Workflow
- Mail Processing: Order and mail status letters, loan histories, premium histories and policy illustrations requested by policyowners or District Office representatives
- Address Updates: Process address changes received from District Offices and policyowners
- Notification Handling: Send required letters upon receipt of replacement notifications
- Authorization Support: Provide various entities with proper authorization for the cash values of policies for welfare letters
- Mail Management: Process Returned Mail, Undeliverable Mail and Change of Addresses received through BPM Workflow
2. Insurance Administrator Details
- Request Processing: Ensure high-quality and efficient processing of administration requests with specific analysis, from a range of stakeholders including external brokers and end clients, as well as internal underwriting teams
- Customer Service: Provide a superb customer experience as the first point of contact for brokers and clients by answering internal and external questions that fall within the Insurance Administrator's scope
- Query Escalation: Determine and execute the transfer of all other questions to the relevant departments
- Data Entry: Ensure accurate, timely and efficient data entry of insurance risks as per the Hiscox standards to achieve Service Excellence
- Quality Auditing: Establish a constant superb quality output by performing regular Quality Audits
- Issue Resolution: Liaise with internal and external parties to respond to and resolve queries within processing deadlines
- Service Delivery: Deliver exceptional service standards/KPI’s
- Data Cleansing: Support data cleansing and mass change processing projects
- Process Support: Participate and provide support to process improvement projects
- Change Implementation: Participate and support the implementation of continuous improvement or change project work
- Technical Guidance: Contribute to technical support and procedural best practices
- Team Collaboration: Provide new ideas and support the team leader and coordinator regarding execution
- Workload Support: Provide support to other teams to cover absences and peak workloads
3. Insurance Administrator Responsibilities
- File Management: Collaborate cross-functionally with fellow employees and management to maintain current and complete insurance files
- System Maintenance: Maintain physical insurance files, imaging system, and LeasePlus system
- Letter Preparation: Prepare and send insurance requests, demand letters, and default letters
- Certificate Follow-up: Routine follow-up by phone, fax, and email with customers, sales force, and insurance agents to ensure current, proper certificates are on file
- Compliance Review: Review of existing insurance files to ensure certificates comply with company requirements
- Renewal Processing: Receive all incoming physical, electronic and other insurance correspondence and immediately process renewals and cancellations
- Report Generation: Prepare weekly reports to monitor follow-up and prepare monthly reports to present to management
- Document Imaging: Assist in the maintenance and imaging of loan, credit, notification and correspondence documents
- Coverage Advising: Advise borrowers of coverage requirements and explain investor guidelines
- Policy Adjustment: Correspond and partner with the borrower to make appropriate adjustments to policies to ensure compliance
- Renewal Assessment: Review renewal certificates and policies, assessing compliance with investor guidelines
- Reimbursement Handling: Process insurance reimbursements
- Admin Support: Complete general administrative tasks, such as filing, data entry, mail distribution/management, and supporting special projects
- Stakeholder Communication: Communicate and problem-solve daily with teammates, clients, vendors, and other stakeholders, often in combination with travel
4. Insurance Administrator Job Summary
- Program Renewal: Implement the annual Global Insurance Program renewal process with Cochlear’s broker(s)
- Coverage Optimization: Optimize the most cost-effective and comprehensive insurance coverage from external underwriters and Cochlear’s captive insurer
- Broker Management: Manage broker/underwriter relationships and serve as the liaison between them and Cochlear businesses
- Risk Assessment: Liaise with the Head of Group Risk and Assurance to regularly review policies and assess the risk potential of Cochlear’s new and changing businesses to determine insurance needs
- Policy Recommendation: Make recommendations for new company insurance policies, e.g., cyber, privacy, are just two examples in recent times
- Project Evaluation: Work with Finance and Business Managers on new projects to assess and make recommendations on insurance requirements
- Transaction Advisory: Advise on insurance aspects of business acquisitions/divestments and participate in due diligence processes as the insurance expert
- Site Coordination: Arrange and participate in insurer site visits for property inspections and/or briefing presentations
- Policy Review: Review policies for accuracy and coverage
- Office Liaison: Maintain ongoing contact with regional offices
- Procedure Communication: Discuss any new insurance procedures
- Issue Resolution: Answer ongoing issues relating to insurance and provide assistance
- Claims Handling: Ensure claims are handled efficiently and result in prompt payment by the insurer
5. Insurance Administrator Accountabilities
- Claim Intake: Receiving insurance claims from the PM Department
- Information Gathering: Gathering all relevant information about the claim
- Policy Comparison: Comparing the claim to the relevant policy content to determine applicable action
- System Entry: Loading claim on ANGOR Online
- Claim Submission: Submitting a claim to the relevant insurance provider
- Work Authorization: Requesting authorization for work to go ahead from the relevant party
- Task Coordination: Forwarding information to contractors for the completion of the task
- Completion Follow-up: Following up on satisfactory completion of the task
- Policy Maintenance: Maintaining policy documentation
- Policy Review: Reviewing policy to recommend amendments
- Report Logging: Noting each claim on the monthly report
- Client Follow-up: Following up with the client to ensure satisfactory completion of the task
- Record Management: Maintaining manual and electronic insurance records
- Document Scanning: Filing and scanning of documentation