Personal Lines Claims Consultant

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

JOB DESCRIPTION
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.

QUALIFICATIONS AND EXPERIENCE
Qualifications
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

Work Experience
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

COMPLIANCE & REGULATORY REQUIREMENS
•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 escalate potential compliance breaches, conflicts of interest, or irregularities

TECHNICAL COMPETENCIES
Minimum Requirements:
•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

ATTRIBUTES
Attributes required for the position include but are not limited to:
•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)

ABOUT THE COMPANY
Established in 1994, Brolink is a leading provider of administrative insurance technology solutions in South Africa. We specialize in delivering innovative digital platforms and services to the insurance industry, focusing on short-term insurance systems and portfolio administration. Our mission is to connect brokers, insurers, policyholders ,and partners through dynamic and innovative IT and expert people-driven solutions. Our vision is to be the leading administrator and digital technology and integration platform provider for short-term insurance. Brolink is an independent subsidiary of Santam, a Top 5 Top Employer in SA for 2025.

Applicants must have the following:
•Clear ITC
•Clear criminal record
•Excellent employment references
Our values are Excellence, Integrity, Fairness, Innovation.
Our Vision is to be the leading digital technology and integration platform for short-term insurance.

Qualified applicants are invited to apply by sending a CV to: HumanResources@brolink.co.za with the subject line: Application: Personal Lines Claims Consultant.
The closing date is 27 May 2026.
Please note that this appointment will be made according to the company’s Employment Equity targets and strategy.
Provided you are not contacted within 2 weeks of job application deadline, please consider your application unsuccessful