Get the latest news and information from government on COVID-19 in South Africa here

Claims Team Leader


An exciting opportunity is available at Brolink for a Claims Team Leader to join our Claims Department.


Duties and Responsibilities:
• Deliver exceptional client service that exceeds customers’ expectations through proactive, innovative, and appropriate claims handling.
• Handling of performance related issues and disciplinary matters.
• Manage, support and developing a team of people to ensure service delivery and performance management applied consistently.
• Manage people related matters i.e., attendance, absence, and attrition (staff turnover) within the team to ensure service level contributions are met or exceeded.
• Weekly team meetings, participation on one-on-one discussion and other meetings required from time to time.
• Demonstrates an effective communication style, that motivates, across internal and external teams and individuals that may become involved with claim tasks.
• Identify, investigate, and resolve any challenges relating to claims being handled in line with claims policies and procedures such as SLAs and TAT.
• Meeting of set deadlines.
• Managing team’s task adherence (diary, message, and email management)
• Monitoring immediate first call resolution within the claims department.
• Management of outstanding claims monthly. (Outstanding listings)
• Authorise and validate claims that does not fall in the staff mandate.
• Ensure compliance in terms of “Under Supervision” and record keeping.
• Liaising, build excellent relationships and ensure accurate and timeous response to brokers and clients on queries.
• Monitor effective use of approved suppliers and adherence to contracted rates to improve loss ratios.
• Auditing of claims within your team monthly
• Monitor equal distribution of claims.
• Analyse training needs: identify possible problem areas and change weakness into strength.
• Provide supporting reports and information to Claims Manager to compile feedback to Operational Managers
• Ensuring client satisfaction improvement: QA processes/CSI scores/Complaints Root Cause Analysis.
• Provide policy wording interpretation.
• Courteous and professional attendance to telephonic queries.
• Deliver strategic results in term of the Brolink Vision and Mission.
• 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 enhancements to processes.
• Monitoring of call pause procedures and availability within the department together with managing the contact centre.
• 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.
• Manage own development to increase own competencies.

The following academic qualifications and related experience are requirements for the position:
• 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 of 5 -10 years’ experience: Personal lines claims experience with all types of Motor and Non-Motor claims in the short-term insurance industry.
• Preferred: Minimum 2 years management experience.
• Open floor plan, office based: Centurion.


The essential competencies that will be needed for this position are:
• Advanced proficiency in MS Office – Excel, Word, PowerPoint.
• Internet savvy.
• Tech understanding.
• Sound knowledge of Insurance principles.
• Ability to summarise, analyse and evaluate data.
• Ability to implement new processes.
• Comfortable to work in a fast paced, constant changing environment, with new technology and tools.


A number of attributes are part of the make-up of the person who will be best suited to the position.
They include:
• 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)


Brolink is a leading provider of insurance administration services, providing a comprehensive range of insurance products from South Africa’s top insurers. Our portfolio includes personal insurance, commercial insurance as well as niche products such as agriculture, transport, engineering and aviation.
As a short-term insurance administrator, Brolink provides a dedicated service to professional brokers in delivering on their clients’ business or professional insurance needs.
Applicants must have a clear ITC, clear criminal record and excellent previous employment references.
Qualified applicants are invited to apply by sending a CV to: before 30 July 2022.
Please note that this appointment will be made according to the company’s Employment Equity targets and strategy.

Do you want to apply for this position?

Send your CV to and start your subject line with: Claims Team Leader

Connect With Us

Send us your name and email and we’ll get back to you.