Santam Direct Claims department has a position available for a Desktop Merit Motor assessor who will bebased in Tygervalley, Cape town.
JOB DESCRIPTION
The desktop assessor is accountable for all motor claim interactions directly with the client. Processing of alldirect merit claims administration including co-ordinating and overseeing all actions on claims in this channel.The assessor would also need to identify problematic claims (red flags) and have it sent for further validationby one of the field teams. The outcome of each claim should be communicated to the client within the agreed SLA.
KEY RESPONSIBILITIES
• Receive claim and facilitate resolution – responsible for the merit process.
• Handling of client queries to limit client complaints.
• Manage all relevant and expected communication to internal stakeholders within the agreed SLA
• Ensure that claims are finalized within agreed SLA
• Determine merit, investigation and determine whether external service providers are required as per SOP.
• Assess claims by reviewing field reports and/or digital images or document received.
• Proactive identification of fraudulent cases and recovery potential.
• Interaction with the Police, Witness and Third Parties etc. to validate merits.
• Understands legal liability considerations in given claims.
• Decide on settlement recommendation.
• Liaise with internal stakeholders, e.g. Underwriting, Claims Committee, Claims Technical, Assessing and Legalfor Policy interpretation issues.
• Pro-actively manage client expectation and ensure that all communication to client’s are completed within therequired SLA
QUALIFICATIONS AND EXPERIENCE
• Matric certificate or equivalent qualification
• Insurance related qualification
• Computer literate (MS Word, MS Excel and MS Power Point)
• Experience in high volume processes management (advantageous)
• 2 - 3 years’ experience in short term claims environment with focus on Personal Lines
SKILLS
• Experience in high volume processes management (advantageous)
• Knowledge of quality processes
• Computer Literate (MS Office Package)
• Proficient in English
• Excellent communication (verbal & written )
• Negotiation skills
• Ability to work under pressure
• Strong client service orientation
• Good knowledge and interpretation of insurance contracts
COMPETENCIES
• Client Focus – Adhere to strict turnaround times
• Internal stakeholder focus – Adhere to SOP and TAT
• Decision Making
• Problem Solving
• Collaborates
• Flexibility & adaptability
• Team Work
• Continues Learning
• Emotional Intelligence
ABOUT THE COMPANY
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of insurance good and proper.
Qualified applicants are invited to submit their cover letter, CV and salary requirements in MS Word format online at Please indicate the position for which you are applying. Should you be aware of a qualified individual, please pass this vacancy on to them.
Please note this appointment will be made in line with the Santam Employment Equity targets. People with disabilities are welcome to apply.
Our recruitment process
Onboarding
Step 8
You made it. Here we ensure we receive all your documents to get you onto our payroll system.
Our recruitment process
Advertise
Step 1
Our vacancies are advertised between 3-5 days depending on the market availability of the skills required.
Our recruitment process
Step 2
Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role.
Our recruitment process
Step 3
Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process.
Our recruitment process
Telephonic screening
Step 4
Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions.
Our recruitment process
Your interview
Step 5
We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot!
Our recruitment process
Assessment
Step 6
Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials.
Our recruitment process
Step 7
Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview.
Our recruitment process
Onboarding
Step 8
You made it. Here we ensure we receive all your documents to get you onto our payroll system.
Our recruitment process
Advertise
Step 1
Our vacancies are advertised between 3-5 days depending on the market availability of the skills required.
Our recruitment process
Step 2
Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role.
Our recruitment process
Step 3
Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process.
Our recruitment process
Telephonic screening
Step 4
Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions.
Our recruitment process
Your interview
Step 5
We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot!
Our recruitment process
Assessment
Step 6
Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials.
Our recruitment process
Step 7
Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview.
Our recruitment process
Onboarding
Step 8
You made it. Here we ensure we receive all your documents to get you onto our payroll system.
TIPS & TRICKS
Getting ready for your interview
There is not just one way to be successful at Santam, nor is there one way to interview with us. Interviewing is a two-way process - it helps us learn about you, and it helps you learn about us, our people, and what you could do here.
Santam has been officially recognised by the Top Employers Institute as a Top Employer 2024 for excellence in people practices. This is the eighth consecutive year that we have achieved this accolade.
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