Claims Consultant
Standard Bank
Johannesburg, Gauteng, ZA
6d ago
source : Latest Jobs

To effectively and timeously deal with all non-motor claims, ensure that all received correspondence is actioned, estimates are revised accordingly, payments are effected, recoveries are affected and the customers are proactively and consistently kept informed.

Maintaining an effective diary system to ensure that matters are attended to within agreed or stipulated timeframes, thus enabling effective customer service delivery.

With little direct supervision, liaise and interact with customers and other shareholders. Key Responsibilities / Accountabilities

  • Evidence of always keeping customer informed determined by clear, authentic event log notes and properly functioning diary system
  • Quality of calls with clients determined during continuous call assurance audits by relevant superiors in accordance with pre-agreed standards
  • Call abandonment rate of no more than 3%
  • Accuracy of the information captured on a claim, including detailed event log notes
  • Accurate and timely raising of claims estimates
  • Accurate and timely payments of all due settlements
  • Effectiveness in determining whether the reported incident are claimable or not, measured by number of appropriate rejections
  • Quality and detail of the rejection letters generated within the set timeframes after a tele-decline is made
  • Service provider(s) appropriately appointed
  • Accuracy of the information provided to clients claims procedures, applicable excess, reason for rejections, etc
  • Risk management ability in dealing with claims, determined by the number of appropriate referrals to forensics and / or policy and servicing management
  • The number of customer complaints and compliments
  • Quality of finalised claims, measured by efficiency ratio
  • Quality of calls and claims as measured by Quality Assuror (Benchmark 97%) Preferred Qualification and Experience
  • Minimum of 3 years Non-Motor CLaims experience, preferably on the Homeowners product will be an advantage
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