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Commercial Claims Handler


An exciting opportunity is available at Brolink for a Commercial Claims Handler to join our Claims  Department.


Duties and Responsibilities:

  • Capturing of all new claim where applicable. 
  • One point of contact for the client/broker and adherence to first call resolution. 
  • Deliver exceptional client service that exceeds customers’ expectations through proactive, innovative  and appropriate claims handling. 
  • Ensures that customer claim is handled efficiently. 
  • Verifies FNOL data or documentation provided to ensure correct settlements of claim 
  • Attend to validation and first call actions on all claims within 1 working hour after registration.
  • Achieve minimum targets were applicable. 
  • Maintain appropriate diaries and messages on the operating system. 
  • Client input and communication is an integral part at the start of the entire claims value chain, ensuring  that complete and accurate data/documentation is obtained and captured. This determines the direction  of the claim to the entire claims value chain. 
  • Effectively maintains oversight of all relevant claims tasks and manages the claims handling process to  achieve timely settlement and to minimise inaccuracies 
  • Identify, investigate and resolve any issues relating to claims being handled in line with claims policies  and procedures such as SLAs and TAT. 
  • Accurately check/determine whether appropriate cover is in place, interpret policy wordings and  conditions to determine the validity of claims and advises the broker/policyholder accordingly.
  • Identify potential non-disclosure and misrepresentation cases and follow Insurer’s procedures to deal  with these situations. 
  • Identify any red flags on claims which are potentially fraudulent and follow Insurer procedures for dealing  with these. 
  • Identify when a specialist is needed to investigate a claim and follow Insurers policies and procedures  for appointing these. 
  • Identify possible recovery and third-party claims and link the claim to the legal department upon  registration. 
  • Negotiates effectively within agreed mandate limits using an appropriate negotiation style.
  • Be familiar with the Insurers estimate philosophy and apply accordingly. 
  • Adhere to Brolink’ s guidelines for referral of claims to management (e.g. large losses)
  • Selects and appoints external experts/vendors following Insurer’s procedures and authority levels.
  • Utilises preferred service suppliers when dispatching service to clients in line with BBEEE targets e.g.  Spend direction tools. 
  • Assist with emergencies and afterhours process for outsourced business.
  • Minimizes cash settlements vs utilization of preferred suppliers for settlement by managing the  percentage of cash versus quantum.
  • Demonstrates an effective communication style, that motivates, across internal and external teams and  individuals that may become involved with claim tasks.
  • Salvage collection and management of timelines on salvage claims 
  • Meeting of set deadlines.
  • Validate claims accordingly within the department structure.
  • Deliver strategic results in term of the Brolink Vision and Mission.
  • Attendance of weekly team meetings, participation on one-on-one discussion and other meetings  required from time to time
  • 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 areas/ways to improve processes.
  • 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.
  • Proactively suggest improvements in customer services where applicable.
  • Building relationships with all stakeholders, including brokers and service providers, to best support the  company shared goal to achieve profit.
  • Manage own development to increase own competencies.
  • Adhere to the company policies and procedures and contracted performance agreement.


  • 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 FSB


  • 5+ years’ experience: Commercial lines claims experience across all commercial sections of the  policy. Commercial experience will be an advantage. 
  • Full function claims administration (registration of claim, appoint assessors, read assessors report,  make decision on claim up to payment of claim) 
  • Knowledge of Heavy Haulage Vehicles, Business Interruption, Personal Accident and stated benefits,  Machinery Breakdown, Fidelity, SASRIA and Hospitality and Leisure risks a recommendation.
  • Experience in the short-term insurance industry.


The essential competencies that will be needed for this position are:

  • PC literate – Microsoft Office products skills (Outlook, Word, Excel) 
  • Good typing skills (accuracy & speed) 
  • Sound knowledge of Insurance principles
  • Websure system experience will be an advantage, but not a requirement

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)

Do you want to apply for this position?

Send your CV to and start your subject line with: Commercial Claims Handler

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