Duties & Responsibilities
- Handling commercial claims including Heavy Commercial Vehicles claims from registration, right up until settlement
- Ensuring confirmation of cover has been completed correctly
- Reporting and handling of commercial motor and non-motor claims
- Communicate with clients, the responsible party, their insurers, solicitors, and various other parties involved in the claims process, by telephone and/or by written communication
- Ensure effective and timely claims management and settlement (in line with the SLA agreement)
- Adequate reserving of claims
- Assist with administrative functions and undertake special projects as and when requested
- To maintain the claims filing system effectively and efficiently – ensure all documents are renamed correctly
- To update client on the progress of the claim telephonically and via email
- Advise clients on general queries and claims issues
- Requesting payments correctly within mandate
- Handling of Compliments and Complaints according to the Compliments and Complaints Business Processes
- Ad hoc duties assigned by management from time-to-time
- Productivity:
- New Claims handled – 60 claims to be worked on per day
- Open Claims – No claims to be open 90+ days
- Management of Tasks – All tasks to be attended to within the 4 working hours SLA
- Closing of Tasks – Detailed notes are always to be left as to why the task is being closed
- Management of reminders – All reminders to be attended to daily
- Utilisation and management of notes – Detailed and accurate notes are always to be used
- Communication (telephone and e-mail) – Ensuring professional communication at all times
- Telephone calls – to be made and received on recorded lines. If your cell phone does not have the ability to record, you may not use it for work purposes
- Telephone messages – All messages need to be attended to within 1 working hours.
- Quality:
- Detailed and accurate notes are always to be used
- Accuracy of estimates – Ensuring the reserves held on claims are accurate and updated at all times
- Accuracy and quality of communication – Ensuring professional communication at all times
- Telephone etiquette - answering/making the calls correctly – Ensuring professional communication at all times
- Exceptions – To be attended too daily. Estimates, claims status and notes to be updated continuously to prevent additional exceptions
- Efficiency:
- Adherence to SLA (Delivering work within SLA) – All tasks to be attended to within the 4 working hours SLA
- Comebacks on work not done correctly the first time – Proactively minimising the amount of comebacks
- General Attitude – to be positive and a team player
- Operational:
- Product knowledge – Ensuring all noted processes are followed correctly
- Costing – Ensuring costing is updated and correct at all times
- Application of Processes – Ensuring all noted processes are followed correctly
- Situational Awareness – Ensuring that all possible problems are escalated to the team leader
Desired Experience & Qualification
- Clear Credit and Criminal Record
- Grade 12 certificate or equivalent Level 4 qualification issued by SAQA
- Relevant FAIS (150 crédits) & FAIS RE5 (compulsory)
- Short-term claims experience in Personal and Commercial Lines
- Minimum of 3 years working experience
- Minimum of 3-5 years in short-term industry
- Motor and Non-Motor experience
- Computer Literacy – MS Office: Work, Excel, Outlook – Intermediate Skill level
- Reliable transport
