Claims Team Leader

The Claims Team Leader is responsible for the day-to-day operations of the Claims Management Team and ensuring the provision of quality service to clients. To deliver results through effective leadership, communications, customer service and solution implementation.

KEY POSITION RESPONSIBILITIES:

• Contact relevant persons including the insured/claimant and witnesses to gather pertinent information to assess loss.
• Contact persons from the Company's network of approved professionals (Garages, Repairers, General Contractors) and coordinate with them to effect repairs on the policyholder's or other claimant's property where required.
• Analyze claim to determine appointment or investigator or internal and/or external adjusters in accordance with claims guidelines.
• Improve the customers’ experience by guiding them through the claims process, follow-up and updates and addressing their concerns at each juncture in a professional & efficient manner.
• Accompany Investigators and/or Adjusters where required to be part of the survey and reporting process.
• Liaise with Technical Unit/Legal Unit, Attorneys as well as other legal and claims professionals where required to effectively manage and negotiate the terms of claims.
• Work with other insurance companies, branches, agents, brokers and service providers to remain current on the progression of a client’s claim and ensure that the client is always kept updated.
• Review and validate claim made to ensure it satisfies policy conditions.
• Review external/internal adjuster’s reports and provide advice/approval.
• Review new claims, collect and verify documents, received and request/obtain essential information to advise clients/claimants.
• Liaise with the Underwriting Team on any policy coverage issues that may arise.
• Effectively use core operating systems to manage all aspects of incoming claims including photo notes and digital files for each client ensuring that files are in the correct action at each stage of the claims process.
• Negotiate with claimant to settle claims.
• Guide and provide technical advice where necessary to team members and underwriters.
• Manage time and attendance of staff members.
• Conduct Performance evaluations.
• Set and monitor the achievement of SMART goals and initiatives within the Division.
• Conduct coaching and mentoring for team members.
• Manage staff members in line with company policies and procedures.