Claims Investigator: Personal Lines
2 weeks ago
**Introduction**
Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.
**Role Purpose**
To contribute to the organisational goals by investigating, negotiating and administering claims. Identify and prevent fraudulent claims and manage expenditure on settled claims.
**Requirements**:
- Matric
- Minimum 3 years of investigative experience in a short-term personal claims environment
- Completion of an investigations programme would be beneficial
- FAIS accreditation or a FAIS recognised qualification will be highly beneficial
**Duties & Responsibilities**
- Receive personal line claims identified by the fraud prediction model for validation
- Confirm merits of each claim through comprehensive assessment of the item and incident
- Compile a comprehensive report on all findings and make a recommendation on a claim based on merits/evidence found during the validation process
- Refer all recommendations not within your mandate to the line manager for approval
- Irrespective of the outcome of the claim the broker, client and claims advisor to be notified (rejected claims to be communicated verbally and in writing)
- The key focus of a claims investigator is to limit financial losses due to a policy/claim fraud and to finalise and adjust claims accurately
- Obtain all evidence in a proper manner to ensure that it is admissible as evidence in a court of law
- Act as complainant where fraud is found and render all assistance and evidence to ensure the prosecution of the person who committed/attempted to commit fraud
- Report on any risks identified and suggested controls and report any other failures which influences the merits of an investigation
Internal Process:
- Enhance service delivery in the claims departments
- Contribute to optimising work practices and procedures via suggestions
- Up skill/influence claims advisors by sharing knowledge
- Effectively build, maintain and manage relationships with clients, brokers, service providers and business partners
- Ensure investigations are done in a professional manner and all parties are updated regularly on the progress
- Achieve minimum standards with regards to saving ratios, turnaround time, Customer Satisfaction scores, Ombudsman overturned ratios and expense ratios
People:
- Live the Momentum values
- Interact with colleagues and supply manager investigation results
- Interact with other business units i.e. claims, client services, brokers, compliance, legal etc
- Build relation/interact with support services to ensure efficiency
- Interact with clients, brokers and service providers
**Competencies**
- Analytical Thinking
- Information Seeking
- Directiveness
- Initiative
- Flexibility
- Client-centric
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