To effectively and efficiently manage the claims department to provide superior claims service and build excellent relationships with service providers, thereby ensuring the retention and support the business strategy.
- Take appropriate action to minimise cancellations
- Ensure retention targets are met
- Ensure appropriate minimisation of claims and claims expenses
- Ensure and contribute to minimisation of general expenses
- Ensure that all stakeholder (e.g. insurer, account executive, client) communication is accurate, timeous, professional and relevant
- Build and maintain mutually beneficial relationships with internal and external stakeholders
- Ensure and contribute to achieving own and company required client satisfaction targets
- Manage claim process end to end
- Process and ensure all claims and recoveries are processed within the required parameters
- Ensure effective complaint resolution within the required time lines
- Ensure service level agreements are met
- Follow and ensure adherence to claims settlement processes
- Follow and ensure adherence to underwriting processes for cancellations
- Ensure adherence to company mandates
- Manage the compilation and distribution of reports as required
- Utilise reports to action interventions and improvements
- Take responsibility to ensure payments by from insurer to broker and broker to client are timely and complete
- Inform and advise underwriters regarding underwriting risks posed to claims
- Approve valid and complete mandated claims for payment
- Execute regular quality assurance reviews to ensure compliancy as per the claims methodology
- Participate and contribute in ad hoc projects
- Report any suspected fraud, misrepresentation and/or dishonesty
- Live the companies values
- Share information and knowledge with the team
- Ongoing training, coaching and mentoring of direct reports
- Performance management of direct reports
- Matric or equivalent
- RE5
- FAIS Compliant (credits and/or full qualification)
- Computer Literate
- A minimum of 8 years experience in short term insurance claims (personal lines, commercial and corporate)
- A minimum of 3 years experience in a similar role
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