Jobs at Santam Insurance

JOB DESCRIPTION

• This position requires the skills of a dynamic individual who has experience in Short Term Insurance, specifically in a Legal, Claims environment, as well as being fully competent in the third-party indemnification process.
• The Claims Handler is responsible for negotiation with competitor insurance companies and their associated specialists. The individual will be responsible for ensuring correct settlement application on these claims as well as the requisite financial transactions associated therewith.

The following accountabilities are applicable:

• Liaising with claims specialists of the competitor insurer in relation to subrogation i.e. recovery of liability.
• Conducting detailed investigation on the merits and quantum to establish negligence
• Attending to escalations from competitor insurers and client queries where necessary
• Liaise with brokers, administrators, underwriting and other relevant parties to the claims process, building a strong and effective, professional relationship.
• Provide excellent professional service to all relevant parties, both Internal and External.

QUALIFICATIONS AND EXPERIENCE

• Matric
• 3-5 years short-term insurance experience
• Additional short-term insurance-related qualifications will be an advantage.
• Diary management
• Comprehensive short-term procedural and practice knowledge (especially related to Motor Vehicle Accidents)
• Comprehensive policy knowledge
• Comprehensive applicable legislative knowledge as well as the law of evidence and principles in law (e.g., law of apportionment of damages)
• Technical knowledge of the Santam processes.

COMPETENCIES

• Working with people
• Client centric orientation
• Adapting and responding to change
• Attention to detail and accuracy
• Deciding and Initiating action
• Performance under pressure
• Planning and organizing
• Problem solving
• Negotiating and getting agreement
• Verbal Communication

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What will make you successful in this role?

Key responsibilities include:

Strategy:

• Assist in formulating, implementing and co-ordinating the strategy to drive usage of SHA’s digital platform.
• Implementation measures to reduce traditional underwriter/broker interaction off-platform
• Improvement of turnaround times on renewal and new business (internal)
• Develop and implement new product solutions for the target base using SHA’s pocket underwriter.
• Responsible for both top-line growth in line with budget as well as Net Underwriting Result of your relevant business area.
• Assist in and run strategic projects within our business area. 
• Provide detailed analysis and reporting on the Underwriting performance of your relevant business area.
• Actively seek ways to keep competitive advantage in the market.
• Provide feedback on market intelligence.
• Co-ordinate and proactively search for new strategic partnerships to scale our SME business across different product lines. 

Budget:

• Assist Business/Underwriting Head in preparing a budget for the relevant business area that is in line with the overall company strategy for growth and financial sustainability.
• Adhere to the budget set and approved by heads of business through the generation of income and the control of expenses.
• Effective management of the business unit’s budget and its resources. Detailed understanding of the financial drivers of a business is key.

People Management:

• Day-to-day management of staff on underwriting/marketing and administrative related issues.
• Performance management of staff through appropriate application and implementation of company policies and procedures. 
• Training and Development of staff so that they may reach their full potential.
• Contribute to, encourage and ensure teamwork in order to promote a healthy and engaged workforce.

Marketing / Relationship Building:

• Drive visits between team and brokers to establish new relationships and maintain existing broker network.
• Assist brokers in adopting SHA’s digital tools via group training and presentations. 
• Write articles and conduct media interviews on SHA’s digital strategy
• Drive use of the Pocket Underwriter for new and targeted brokers to generate their own quotes and policy documents on renewal business.
• Ability to think strategically and create new opportunities, as well as the operational understanding to ensure delivery on those opportunities to the benefit of SHA and the wider Santam group.
• Set and drive a high performance culture.

Internal Communication and General Admin:

• Assist Business Head with Quarterly Business Reports
• Provide monthly feedback to Underwriting Head on:
• Income generated per broker on platform vs off-platform
• General feedback from market on quotes both competitiveness and SHA response time
• Awareness of insurance markets development and changes 
• Design and produce reports to monitor movement of business and trends in broker usage of platform.
• Manage credit control if and when required.
• Build strategic and operational alliances with business units within SHA and the wider Santam group.

Qualifications & Experience

• 5+ years of Commercial Insurance experience (broking or underwriting)
• RE 
• Matric
• NQF Level 5 Insurance Qualification
• Appropriate tertiary qualification a preference
• FAIS compliant

Skills & Competencies

• Excellent Interpersonal skills
• Building and maintenance of key business relationships
• Systemic Thinking
• Self starting
• Ability to cope in high pressure environment
• Lateral thinking and problem solving relating to PU system
• Great presentation skills
• Results driven
• Project Management skills
• Understanding of Insurance system
• Administrative skills
• Analysis and judgement
• Attention to detail
• Client orientation 
• Communication Skills including negotiation
• Initiative
• Leadership
• Strategic thinking
• Planning and budgeting
• Teamwork
   

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What will make you successful in this role?

Key responsibilities include:

Underwriting:

• Underwrite and manage a portfolio of existing and new business, including all tasks associated therewith but not limited Underwriting Governance which includes detailed risk evaluation and assessment, coverage and exposure analysis, pricing determination, detailed claims analysis (understanding loss ratios and claim trends) and wording review.
• Refer and acquire sign-off relating in accordance with authority matrix.
• Adherence at all times to the authority matrix, departmental protocols and procedures, including Underwriting Governance provisions.
• Detailed explanations regarding changes with respect to terms/ underwriting stance.

Marketing:

• Visit brokers to discuss renewals and new business with a focus to build relationships and develop market presence.
• Feedback on market intelligence.

Client Liaison (Internal and External):

• Respond to queries and resolve to the satisfaction of the affected parties within the scope of authority and / or responsibility.
• Prepare for and attend meetings.

Financial:

• Meet budget responsibility for a book of business.
• Monitor renewals, lapsed policies and new business with monthly report back.
• Ensure we maintain a 2.5% Cancellation Reserve

Strategic Input:

• Provide strategic input for relevant business area if and when required.

General Administration:

• Follow up on quotations and renewals.
• Sign and check policy documentation.
• Handle accounts queries.
• Assist with credit control if and when required.
• Attend to daily administrative routine tasks in accordance with organisational standards, processes and procedures.

Qualifications & Experience

• Short term insurance experience.
• Matric
• NQF Level 5 Short Term Insurance qualification
• Bachelors degree advantageous
• FAIS compliance a preference

Skills & Competencies

• Administrative Skills
• Analysis and Judgement
• Attention to Detail 
• Client Orientation 
• Communication Skills including negotiation
• Initiative
• Managing work and delegation
• Teamwork
• Time Management and working with high volumes
• Systematic and Logical/Critical Thinking
• Financial Acumen
• Track record for handling high pressure work environment
• Computer Literacy
• Strong Communication Skills (Internal & external)

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This role is focused on, but not limited to;

• Contribution to the net profit and growth targets for business.
• Delivering exceptional service that exceeds customers’ expectations through proactive, innovative, and appropriate solutions.
• Providing telephonic / email support to the intermediary on record, authorised representatives from the brokerage, and broker services.
• Analysing the request from the intermediary and providing a quotation to secure the business (conversion).
• Initiating out dials to intermediaries to discuss quotations and / or convert policies.
• New business issuance.
• Assisting to resolve all insurance queries within required timeframe and compliance requirements.
• Managing client expectation on expected turnaround times for submitted requests;
• Adhering to underwriting criteria and regional requirements.
• Assist with profiling the client with the best suitable product and underwriting criteria;
• Assisting in implementing solutions for improvement.
• Adhering to workforce management principles to ensure that we optimize productivity.
• Prioritise own workflow and ensure work in completed to the required standards of productivity, quality, and timelines; use performance manage systems to improve personal performance. Ensuring that business targets are met.
• Standing in for consultants should they be absent or on leave during busy periods or absence of key resources, assisting where required. Ensuring that business targets are met

QUALIFICATIONS AND EXPERIENCE

• Matric / Grade 12
• 60 FAIS credits - Commercial lines
• Minimum of 3 years’ experience in Short Term Insurance - Commercial Lines
• Proven work experience in commercial underwriting within the short-term insurance industry
• A relevant insurance related qualification (e.g., NQF level 4) would be advantageous 
• Preferable work experience in agriculture would be advantageous

KNOWLEDGE AND SKILLS 

• Excellent verbal and written communication skills. Use of clear and effective verbal communication skills to request information and correspond with intermediaries.
• Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders / clients.