Claims Consultant

What will you do?

Responsible for handling of Personal and Commercial lines claims.

What will make you successful in this role?

Processing of Claims
Assist clients with the completion of the relevant claim forms and ensure that all required documents are obtained
Notify the insurer of the claim
Ensure that claim forms are fully completed with copies of required documents
Ensure that claims are registered on the Insurer system where applicable
Inform client of claim number via SMS
Timely forward fully completed claims documentation to the insurer
Issue orders within company mandate and ensure proper authorization
Ensure that all orders are signed off by relevant supervisor
Appoint assessor as and when required
Arrange for collection of salvage, if applicable, and delivery to underwriters
Ensure that Agreement of Loss is correct and comprehensively communicate with client of the basis of settlement
Timely forward signed documentation and other information for payment of claim
Process claim in CRM and follow through on all activities

Monitoring of Claims
Regular follow-up on the progress of claims
Update claims notes in CRM with every client interaction
Timely provide clients with regular feedback on claims

Finalization of Claims
Regular follow-up with insurers on final settlement of claim
Notify service consultants timely of vehicle write-offs or other replacements
Timely report on repudiated claims and ensure that direct supervisor is informed
Prepare written correspondence to accompany the insurer repudiation letter
Finalize claim on CRM
Inform client immediately after finalization of claim

Recoveries & Third Party Approaches
Diarize all claims where 3rd parties are involved, for recovery or approaches
Follow up regularly with the insurer on status
Keep clients informed on the progress
Make sure that, when 3rd party payments are processed, claim is settled in CRM

Handling of Client Queries and Complaints
Promptly assist and advise clients on claim enquiries
Inform immediate supervisor of any client complaints received
Regularly update all client interaction in CRM
Prepare ex-gratia requests and submit to direct supervisor

Other Duties
Provide cover letters to dealers and clients
Forward underwriting instruction for policy amendments following settled claims
Continuously give your input on improvement of claims processes to be more effective
Always strive to make the claims process as effortless as possible for the client
Immediately inform supervisor of any problems during the handling of the claim

Qualification and Experience

School leaving certificate and 3 years of short-term insurance related experience
Introductory Programme in Short-Term Insurance will be an added advantage
Knowledge of relevant insurer system/ CRM will be an added advantage

Knowledge and Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) – for documentation, reporting, and presentations
Proficient in English (verbal & written) language skills; and/or additional local Namibian language will be a competitive advantage, etc.
Good interpersonal skills
Ability to resolve disputes, complaints and conflicts
Ability to prioritize
Ability to work independently
Ability to work under pressure

Personal Attributes

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Our commitment to transformation