Administrator's Role & Responsibilities



Administrators are responsible for managing the organisation’s access and all users access to the Claims Portal.



  • Reading and accepting the latest version of the User Agreement.
  • Ensuring only authorised users have access to the Claims Portal.
  • Setting up Multi-Factor Authentication (MFA) for all users.
  • Ensuring the MFA access is used securely and log in credentials are not shared.
  • Ensuring that the MFA email address matches the user’s contact email address.
  • Ensuring the organisation and its users’ details are up to date and do not expire.
  • Ensuring that all Claims Handlers are suitably trained in the use of the Portal and have an understanding of the relevant Pre-action Protocols.
  • Using the Claims Portal Training site, which mirrors the functionality of the live site. Claims Portal have step-by-step user guides on how to use the training and live sites beginning with an Introduction to the process for creating a CNF (see Claimant Representative and Compensator sections of the website).
  • Setting-up user access to the training and live site. Claims Portal have a step-by-step user guide on the website for creating users.
  • The Administrator is the main contact for Claims Portal and all Administrators needs to ensure that contact email addresses are up-to-date and accurate.
  • Claims Portal release important information and notifications via the Claims Portal Newsletter. Administrators should ensure all key users are signed up to receive updates.


Key Outputs

  • Keeping login details safe in-line with the user agreement
  • Not sharing login credentials with any other user
  • Creating a second Administrator user as a backup
  • Conducting regular maintenance of user profiles including email addresses and deactivating access to users that have left the organisation or whose job role no longer requires access to the Claims Portal
  • Ensuring that all users are suitably trained
  • Keeping the organisation's details up to date, including the Administrator's email address
  • Managing the organisation's branch structure, and adding branches as required
  • Keeping up to date by visiting the news and updates section on the Claims Portal website regularly
  • Notifying Claims Portal of any changes in circumstances affecting the organisation's eligibility for using the claims portal.