New Roles at Santam Insurance

WHAT WILL YOU DO?

• Santam’s Motor Claims division has a vacancy for a Motor Wreck Desktop Assessor, the main purpose of the role is to provide precise, remote technical and financial valuation of motor vehicle accident damage through high-resolution digital media and claim documentation.
• The primary objectives are to Safeguard Financial Outcomes such as Audit repair estimates via Abuntex to ensure cost accuracy and determine repair versus total loss outcomes.
• To Ensure Claim Integrity by Cross-validating visual damage against accident descriptions to mitigate fraud and Drive Service Efficiency to Maintain strict turnaround SLAs and collaborate telephonically with Service Providers and stakeholders. 

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

Key Responsibilities

• Digital Assessments: Review high-resolution photographs, video streams, and digital claim files submitted by repair workshops or clients
• Estimate Auditing: Analyse, negotiate, and adjust digital quotes using computerised estimating software like Abuntex or Audatex.
• Remote Consistency Checks: Evaluate digital evidence to verify if the visible vehicle damage matches the description of the accident.
• Parts & Rate Optimization: Check and adjust labour hours, paint costs, and parts choices, promoting the use of alternative or certified aftermarket parts where appropriate.
• Total Loss Evaluation: Calculate vehicle market values remotely against repair estimates to quickly identify and process structural write-offs.
• SLA Management: Maintain quick turnaround times for digital authorizations to minimize vehicle downtime and car rental expenses for the client.
• Digital Communication: Use digital portals, emails, and phone calls to resolve repair methodology disputes with Motor Body Repairers (MBRs).

Key Performance Indicators (KPIs)

• Digital Assessments
• Stakeholder Satisfaction 
• SLA Management 
• Query Resolution 
• Training Delivery & Completion Rate
• Financial Decision Making 
• Time Management

QUALIFICATION AND EXPERIENCE

Essential

• Grade 12 / Matric certificate.
• Technical Trade: Qualified Panelbeater, Spray Painter, or Motor Mechanic (red seal trade test certificate preferred).
• Professional Registration: Registered Member of the Vehicle Damage Quantifier Governing Body (VDQGBSA).
• Experience: 2+ years of digital/desktop assessing experience within an insurance environment, or 5+ years as a workshop estimator.
• System Expertise: Advanced proficiency in Abuntex / Audatex and insurance claim management workflows.
• Vehicle valuation via live market test and Mead & McGrouther code
• Modern Desktop Capability: High comfort level navigating multiple digital platforms simultaneously, utilizing advanced imaging software to spot hidden vehicular defects remotely.
• A relevant Diploma or Certificate in Short-Term Insurance would be considered an advantage

Preferred

• Experience working with insurance claims systems and salvage auction platforms 
• Familiarity with TCF, POPIA, and insurance regulatory frameworks

SKILLS AND COMPETENCIES

Skills

• Technical Accuracy: Intense attention to detail when spotting structural, electrical, or underlying mechanical faults.
• Negotiation Skills: The ability to firmly but fairly challenge repair methods and costs presented by panel beaters.
• Resilience: Highly capable of working under pressure, managing tight service level agreements (SLAs), and handling customer complaints calmly.
• Analytical Thinking: Evaluating financial formulas to swiftly decide if a vehicle is repairable or uneconomical to repair.

Behavioural Competencies

• Attention to detail and high accuracy 
• Strong written and verbal communication 
• Customer centric attitude 
• Problem solving ability 
• Professionalism, integrity, and sound judgement 
• Ability to work under pressure and manage workload
• Driving Strategy 
• Enabling Innovation
• Talent Enablement
• Change Leadership

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What will make you successful in the role

This role is focused on, but not limited to;

• Servicing broker requests, including enquiries. 
• 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; 
• Dealing with general insurance and policy specific enquiries; 
• Dealing with issuance of new policies/ policy maintenance/ renewal / agri aspects of policies; 
• Assisting to resolve all insurance queries within required timeframe and compliance requirements; 
• Undertaking client follow-ups when policies are cancelled to ascertain the reasons and attempt to retain the policy onto books; 
• Undertaking to adjust premiums in line with new asset values; 
• 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; 
• Advising brokers to ensure that we meet with clients’ needs in terms of the correct cover and product; 
• Assisting in implementing solutions for improvement; and 
• Standing in for Consultants should they be absent or on leave during busy periods or absence of key resources, assisting where required. 

Qualification and Experience

• Matric/ Grade 12
• 60 commercial lines FAIS credits 
• A relevant insurance related qualification (e.g. NQF lev 5) 
• Proven work experience in commercial, agriculture policy administration and underwriting within the short-term insurance industry 
• Minimum of 3 years’ experience in short term insurance commercial lines and/or Agri assets

Knowledge and Skills

• Excellent verbal and written communication skills 
• Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients 
• Ensure adherence to quality, compliance and accreditation standards 
• Conduct efficient administration 
• Optimising work processes Customer Service 
• Quality, compliance and accreditation 
• Team Support