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- Determining merits, quantum, item identification, buying, and assessing claims by reviewing digital images or documentation received.
- Review equivalent replacement value by confirming details on the quotation, contacting suppliers, and obtaining input from experts or moderators.
- Identifying, investigating, and resolving any issues relating to claims handled in line with Santam policies and procedures.
- Recommend and negotiate settlement: replacement, repair, cash or claims card, and authorizing repairs.
- Writing merits reports, recommending settlement details of claim, findings, circumstances, merits, quantum, and risk recommendations.
- Communicating and updating the client from beginning to end, handling the claim effectively, and advising the policyholder of the prescribed or most appropriate mechanism for resolving claims settlement disputes.
- Managing workload and instructions from system through appraisal notes and documents, checking completeness and correctness of documents, and comparing collected information to the policy requirements and claim details presented.
- Contacting clients telephonically for any identified outstanding information, appointing specialist resources if required, interacting with SAPS, weather bureau, or any other stakeholders required to confirm merits of the claim, and updating the central claims file.
- Handling complaints, queries, and all interaction with clients, service providers, internal stakeholders, relationship managers, claims committee, and underwriters, and being responsible for all Non-Motor policy sections pertaining to Personal lines, Agriculture, and Commercial lines.