Senior Claims Manager: Specialist Liability Unit

CAREER OPPORTUNITY

Santam’s Legal Claims Solutions division has a position available for a Senior Claims Manager reporting to the Manager: Specialist Liability Unit overseeing a portfolio of complex liability claims and providing support to a team of Claims Managers. 

WHAT WILL YOU DO?

The successful incumbent will be responsible for coordinating, managing, negotiating and settling finalization of complex liability claims. 

In addition, the role will be responsible for managing service relationships with clients/brokers/third parties/service providers/internal stakeholders.

The Senior Claims Manager is also responsible for assisting Claims Managers with query resolution, guidance and overseeing technical quality. 

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

•    Manage and finalize allocated claims by gathering and assessing information, validating cover and instructing experts as required dependent on claim complexity and risk. 
•    Investigation of merits, evaluation of assessment report, establishment of negligence and apportionment of negligence.
•    Assess and interpret policy wording applicable to specific claim.
•    Study expert reports and interpret contents to the claim’s scenario. 
•    Liaise with Underwriting regarding ambiguity in policy wordings as well as any adverse underwriting issues and making recommendations for corrective action.
•    Liaise with internal stakeholders as required in line with Claims best practice. 
•    Facilitate negotiation with the third party/client on merits and settlement with the client, following consultation with co-insurers as well as local and overseas Reinsurers, where applicable.
•    Ensure rejections of claims are technically sound and are communicated timeously to client and third parties. 
•    Management of summons and court actions, attorneys and litigation procedures.
•    Review and update reserves where necessary.
•    Handle queries, escalations and complaints. 
•    Appoint and manage the most appropriate experts (e.g. loss adjustor, forensic expert, engineer, industry experts, attorneys and Counsel).
•    Assist in the management of the panel of experts in terms of quality, rates and turnaround time.
•    Management of litigation where rejections or settlement offers are in dispute.
•    Oversee technical quality of the Specialist Liability Claims Managers as well as the Legal Costs & Expenses Managers. 
•    Responsible for coaching, training and providing technical advice and guidance to the Specialist Liability Unit.
•    Participate in and drive various strategic initiatives with particular emphasis on the implementation of automation and artificial intelligence within the Specialist Liability Unit and the Legal Claims Solutions division.

QUALIFICATIONS AND EXPERIENCE

•    Matric/ Grade 12
•    Relevant Law degree
•    Admitted attorney of the High Court of South Africa
•    Short Term Insurance Qualification (advantageous)
•    Minimum 5-8 years in a claim’s liability environment
•    People Management Skills (advantageous)

KNOWLEDGE AND SKILLS 

•    Insurance Claims process and product knowledge
•    Product, Policy, Quantum, Legal and Assessment Knowledge relating to Non-Motor Liability
•    Technical knowledge of litigation processes and attorney bills of costs
•    Knowledge of civil law, law of evidence, principles in law, (e.g. law of apportionment of damages) and the application thereof.
•    Knowledge of processes relating to Non-Motor Liability claim types

PERSONAL ATTRIBUTES 

•    Driving Strategy
•    Commercial Orientation
•    Client Focus
•    Decision Making
•    Enabling Innovation
•    Change Leadership

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!