About Company
Absa Insurance, a pivotal part of Absa Group Limited, is a leading financial services provider deeply rooted in South Africa. With a legacy spanning decades, Absa Group is committed to being a force for good in society, offering a comprehensive suite of banking, wealth, and insurance solutions to individuals, businesses, and corporates across the continent. At Absa Insurance, we pride ourselves on building lasting relationships with our clients by understanding their unique needs and delivering innovative, reliable, and transparent insurance products. Our values of integrity, respect, and service excellence drive every interaction, ensuring peace of mind for our customers when they need it most. Joining Absa means becoming part of a diverse and dynamic team dedicated to shaping the future of finance, fostering a culture of continuous learning, growth, and impactful contribution to the communities we serve.
Job Description
Are you a meticulous and empathetic individual with a passion for customer service and a keen eye for detail? Absa Insurance is seeking a dedicated and proactive Claims Officer to join our vibrant team in Kimberley, Northern Cape. As a Claims Officer on our Insurance Desk, you will be the frontline ambassador of our commitment to our clients during their moments of need. This critical role involves managing the entire claims lifecycle, from initial notification through to settlement, ensuring a seamless and supportive experience for our policyholders. You will be responsible for accurately assessing, processing, and resolving a variety of insurance claims, primarily focusing on general insurance products. This demands not only a thorough understanding of insurance policies and procedures but also exceptional communication skills to clearly articulate outcomes and guide clients through what can often be a challenging time. You will collaborate closely with various internal departments, external service providers, and adjusters to gather necessary information, verify claims, and negotiate settlements in line with company guidelines and regulatory requirements. Our ideal candidate is someone who thrives in a fast-paced environment, can manage multiple tasks efficiently, and possesses a genuine desire to uphold Absa’s reputation for fairness and reliability. This is an opportunity to make a tangible difference in people’s lives while advancing your career within a leading financial institution.
Key Responsibilities
- Receive, register, and process new insurance claims accurately and efficiently, adhering to established protocols and service level agreements.
- Communicate proactively and empathetically with policyholders, providing regular updates on claim status, explaining policy terms, and guiding them through the claims process.
- Conduct thorough investigations into claims, gathering all necessary documentation, liaising with relevant internal and external stakeholders (e.g., assessors, repairers, legal teams) to verify facts and assess liability.
- Evaluate claims in accordance with policy terms, conditions, and company guidelines, ensuring fair and consistent outcomes.
- Negotiate claim settlements with policyholders and third parties, aiming for equitable resolutions while mitigating potential losses for the company.
- Maintain accurate and comprehensive records of all claims activities, communications, and decisions within the claims management system.
- Identify and escalate complex or potentially fraudulent claims to senior management or specialized units.
- Ensure full compliance with all regulatory requirements (e.g., FAIS, POPIA) and internal company policies throughout the claims handling process.
- Contribute to the continuous improvement of claims processes and customer service delivery.
- Handle customer queries and complaints relating to claims effectively and professionally.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong analytical and problem-solving abilities with keen attention to detail.
- Proven ability to manage time effectively and prioritize a high volume of work.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- A solid understanding of general insurance principles and claims handling procedures.
- Customer-centric approach with a strong commitment to service excellence.
- Ability to work both independently and as part of a team.
- High level of integrity and ethical conduct.
Preferred Qualifications
- A Diploma or Degree in Business Administration, Finance, Insurance, or a related field.
- FAIS (Financial Advisory and Intermediary Services Act) compliance credits or certification.
- Experience with claims management software/systems.
- Bilingualism (English and Afrikaans or other official South African languages) is an advantage.
- Previous experience in a client-facing role within the financial services or insurance industry.
Perks & Benefits
- Competitive basic salary with performance-based incentives.
- Comprehensive medical aid and provident fund contributions.
- Generous annual leave allowance.
- Opportunities for continuous professional development and career growth within Absa Group.
- Employee wellness programs and support.
- Access to discounted Absa financial products and services.
- A supportive and collaborative work environment.
How to Apply
We invite qualified candidates who are eager to make a significant impact to apply. Please ensure your CV is up-to-date and highlights your relevant experience and skills. Click on the application link below to submit your application directly through our careers portal.