Service Consultant – Personal & Commercial Claims

About the role

The Service Consultant will administer and provide client service for personal and commercial insurance policies. You will manage the end‑to‑end claims process, liaise with insurers and stakeholders, and ensure timely, accurate communication with clients throughout the claims journey.

Key responsibilities

• Register, verify documentation and submit claims to insurers.
• Provide professional support and regular updates to clients during the claims process.
• Liaise with insurers, assessors and service providers to facilitate efficient claim assessment and settlement.
• Monitor, investigate and follow up on claims to ensure timely resolution and compliance with service standards.
• Process claim settlements, recoveries, third‑party claims and ex gratia requests according to company procedures.
• Handle client enquiries and complaints, ensuring prompt resolution and a positive experience.
• Maintain accurate records in CRM systems, including claim notes and supporting documentation.
• Identify opportunities to improve claims processes and contribute to operational efficiency.

Required profile

• School Leaving Certificate and Introductory Programme in Short‑Term Insurance (NQF Level 4).
• Minimum of 3 years’ experience in the short‑term insurance industry.
• Strong knowledge of insurance policy wordings, underwriting principles and insurer systems.
• Ability to work independently, prioritize competing demands and maintain high accuracy under pressure.

Required skills

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with CRM systems and policy administration software.
• Competence in document and data management tools.