Claims Relationship Consultant

CAREER OPPORTUNITY

This career opportunity is available at Santam Claims Department for the Claims Relationship Consultant who will be based in Parktown.

WHAT WILL YOU DO?

Santam’s Claims department has a position available for a Claims Relationship Consultant who will be based in Auckland Park. The Claims Relationship Consultant is responsible for providing technical support and coaching to Brokers on Call (Santam intermediaries) to effectively transact with Santam’s claims services channels. The incumbent will need to have a detailed understanding of all current and new processes and initiatives to guide and influence brokers positively and as well provide consistent and excellent service to brokers.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

•    Effectively solve escalations/complaints and the management of expectations whilst utilising available contact centre resources.
•    Identifies, investigates and resolves any issues relating to general claims initiatives.
•    Identifies and advises the intermediary of the prescribed or most appropriate mechanism for resolving claims enquiries.
•    Communicates any new processes or changes to the intermediary. 
•    Offer administration and business support in facilitating the completion of requests within published service level agreements.
•    Identifies and makes recommendations for improvements to the efficiency of the claims management process within given claims area for motor and non-motor.
•    Identifying and reporting trends and solutions pertaining to processes, operational or technical challenges that impact customer service in an effort to improve service delivery.
•    General relationship building – internal and external stakeholders (through various interactions including broker or stakeholder visits, workshops, presentations to staff, training etc.)

QUALIFICATIONS AND EXPERIENCE

•    Matric/grade 12 certificate 
•    Knowledge and understanding of the short – term insurance industry 
•    Knowledge and understanding of the claims handling process chain 
•    Knowledge and understanding of Santam’s operational systems, processes and procedures 
•    Computer Literate (MS Office Package)
•    Minimum of 3 years in short-term insurance with focus on commercial and personal lines

KNOWLEDGE AND SKILLS

•    Detail orientation
•    Understanding the claims value chain
•    Client engagement and facilitation skills
•    Advanced computer skills

PERSONAL ATTRIBUTES

•    Detail orientation skills
•    Negotiation and persuasion skills
•    Strong analytical abilities
•    Excellent conflict handling skills
•    Excellent customer service skills
•    Good communication skills (verbal and written)
•    Computer proficient skills (MS Office packages)

WHO WE ARE:

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.

With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.

People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities. 

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. 

Take the next step in your career—apply now and be part of a company that’s shaping the future of insurance. This is Freedom!