JOB DESCRIPTION
To assess merit and quantum of a non-motor damage claim through digital photographs, etc. This position entails assessing most types of non- motor claims. Further responsibilities include adjudication of these claims, consulting on claims processes, and aftercare provision to clients, compiling management information and ensuring client satisfaction.  

This role will also get the allocated motor claims ready for an assessor to be appointed, to handle all such claim enquiries and be responsible for the allocated claim until payment is complete. This will include communication with the client, Intermediary and or Service Provider as well as car hire requests and process of payments on claims as per Assessor’s recommendations and instructions.

KEY RESPONSIBILITIES

•  Accountable for all claim interactions directly with the client/broker. 
•  Responsible to determine merits, quantum, item identification, buying.
•  Responsible for negotiating and settlement of claims with the insured/broker 
•  Responsible for communicating with the client/broker from beginning to end and is the one contact person for the client/broker.
•  Ensures that the claim is handled efficiently.
•  Effectively manages all relevant claims tasks and claims handling process to achieve timely settlement and to minimise leakage.
•  Identifies, investigates and resolves any issues relating to claims being handled in line with Santam policies and procedures such as Service Level Agreements, Standard Operating Procedures. 
•  Ensures that the claim is handled efficiently and identifies and advises the intermediary/policyholder of the prescribed or most appropriate mechanism for resolving claims settlement disputes.
•  Communicates the process from the start of the claim and acts as a contact person if the client needs additional information. 
•  Manage workload and instructions from system through any communication and or documents.
•  Required to check completeness and correctness of documents.
•  Responsible for all actions to get claim assessment ready.
•  Contact client or intermediary telephonically for any identified outstanding information.
•  Required to follow up on claims to receive digital images and or any documentation necessary for Assessment.
•  Handle complaints, queries and all interaction with clients, Intermediaries, Service Providers, internal stakeholders, Relationship Managers, Claims Committee and Underwriters.
•  Process payments and orders as per Assessor recommendation and instruction
•  Responsible for arrange and manage car hire requests and extensions

QUALIFICATIONS AND EXPERIENCE

•  Matric/ Grade 12 
•  A minimum of 5 years’ experience in short term insurance (Claims)
•  1 year experience in the desktop environment
•  Any previous claims handling, pre-support and or post support experience, knowledge of Abuntex and BPM will be advantageous

KNOWLEDGE AND SKILLS

•  Negotiating skills (critical)
•  Computer Literate (MS Office Package)
•  Excellent communication skills (verbal & written)
•  Ability to work under pressure
•  Product knowledge in short-term insurance

COMPETENCIES

•  Client Service Orientation
•  Analytical Thinking 
•  Information Seeking 
•  Drive for Results 
•  Organisational commitment 
•  Teamwork and Co-operation