Personal Lines Claims Consultant

An exciting opportunity exists for a Claims Consultant to join the Claims Department. This position is based in Centurion.

Duties and Responsibilities:

• Capturing of all new claims where applicable.
• Capturing of new claims with Insurer(s) where applicable.
• One point of contact for the client/broker and adherence to first call resolution.
• Deliver exceptional client service that exceeds customers' expectations through proactive, innovative and appropriate claims handling.
• Ensures that customer claim is handled efficiently.
• Verifies FNOL data or documentation provided to ensure correct settlements of claim.
• Attend to validation and first call actions on all claims within 1 working hour after registration.
• Achieve minimum targets were applicable.
• Maintain appropriate diaries and messages on the operating system.
• Client input and communication is an integral part at the start of the entire claims value chain, ensuring that complete and accurate data/documentation is obtained and captured. This determines the direction of the claim to the entire claims value chain.
• Effectively maintains oversight of all relevant claims tasks and manages the claims handling process to achieve timely settlement and to minimise inaccuracies.
• Identify, investigate and resolve any issues relating to claims being handled in line with claims policies and procedures such as SLAs and TAT.
• Accurately check/determine whether appropriate cover is in place, interpret policy wordings and conditions to determine the validity of claims and advises the broker/policyholder accordingly.
• Identify potential non-disclosure and misrepresentation cases and follow Insurer's procedures to deal with these situations.
• Identify any red flags on claims which are potentially fraudulent and follow Insurer procedures for dealing with these.
• Identify when a specialist is needed to investigate a claim and follow Insurers policies and procedures for appointing these.
• Identify possible recovery and third-party claims and link the claim to the legal department upon registration.
• Negotiates effectively within agreed mandate limits using an appropriate negotiation style.
• Be familiar with the Insurers estimate philosophy and apply accordingly.
• Adhere to Brolink's guidelines for referral of claims to management (e.g. large losses)
• Selects and appoints external experts/vendors following Insurer's procedures and authority levels.
• Utilises preferred service suppliers when dispatching service to clients in line with BBEEE targets e.g. Spend direction tools.
• Assist with emergencies and afterhours process for outsourced business.
• Minimizes cash settlements vs utilization of preferred suppliers for settlement by managing the percentage of cash versus quantum.
• Demonstrates an effective communication style, that motivates, across internal and external teams and individuals that may become involved with claim tasks.
• Salvage collection and management of timelines on salvage claims.
• Meeting of set deadlines.
• Validate claims accordingly within the department structure.
• Deliver strategic results in term of the Brolink Vision and Mission.
• Attendance of weekly team meetings, participation on one on one discussion and other meetings required from time to time.
• Align own behaviour with the organisation culture and values.
• Demonstrate commitment toward the team and participate in building team culture.
• Collaborate and work closely with all role players thereby leveraging constructive team dynamics and innovation.
• Identify and recommend areas/ways to improve processes.
• Proactively ensure the most effective use of time, resources, money, materials or equipment in line with policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Proactively suggest improvements in customer services where applicable.
• Building relationships with all stakeholders, including brokers and service providers, to best support the company shared goal to achieve profit.
• Manage own development to increase own competencies.
• Adhere to the company policies and procedures and contracted performance agreement.

Minimum Requirements:

• Matric is an essential requirement.
• FAIS Credits (as per FAIS requirement).
• Must be Fit & Proper in terms of the FAIS Act.
• Regulatory Exam: Representatives.
• Must not be debarred with FSCA.
• Clear ITC.
• Clear criminal record.
• Excellent employment references.

Minimum Requirements:

• 2 - 5 years' experience: Personal lines claim experience with all types of Motor and Non Motor claims. Commercial experience will be an advantage.
• Full function claims administration (registration of claim, appoint assessors, read assessors report, make decision on claim up to payment of claim).
• Experience in the financial services industry or short term insurance industry.

• Adhere to FAIS requirements, including Fit and Proper standards where applicable.
• Comply with POPIA, ensuring lawful processing and protection of client information.
• Apply Treating Customers Fairly (TCF) principles throughout the claim's lifecycle.
• Comply with FSCA Claims Management Conduct Standards.
• Adhere to insurer mandates, policy wordings, underwriting guidelines, and SLAs.
• Maintain complete, accurate, and auditable records on all claims.
• Identify and elevate potential compliance breaches, conflicts of interest, or irregularities.

• PC literate - Microsoft Office products skills (Outlook, Word, Excel).
• Good typing skills (accuracy & speed).
• Sound knowledge of Insurance principles.
• Websure system experience will be an advantage, but not a requirement.
• Use of Insurer and Service provider portals where applicable.
• Adherence to system access controls, information security, and data protection requirements.

• Positive.
• Planning, organising, follow up (time management).
• Stress tolerance, resilience.
• Client service orientation.
• Attention to detail.
• Sound interpersonal and communication skills with the ability to relate at all levels.
• Telephone etiquette.
• Decision making skills (with regards to claims).
• Excellent communication skills (verbal, listening skills and written).

Qualified applicants are invited to apply by sending a CV to: with the subject line: Application: Personal Lines Claims Consultant.

The closing date is 27 May 2026.