Customer Claims Liaison

M-Sure is a world leader in its field of specialisation offering a variety of financial products for motor vehicles. M-Sure aims to creatively solve problems and add value to people by ensuring Mobility for Good.
M-Sure forms part of the Motus Group, a leading JSE listed Company in the Automotive Industry where performance is driven by three keystones, 1. Leaders, 2. Innovation & 3. Customer Champions.
M-Sure is seeking to employ a qualified and experienced Customer Claims Liaison. The successful candidate will join a dynamic and highly skilled Claims Team.
The successful candidate will report directly to the Claims Manager.

JOB DESCRIPTION:

We are seeking a Customer Claims Liaison to join our dynamic Claims team. The Customer Claims Liaison acts as the primary point of contact between policyholders, service providers, internal teams, and third parties, managing the full end-to-end insurance claims lifecycle. This role focuses on proactively tracking, following up, and resolving claims efficiently while delivering clear communication and empathetic customer support. By combining strong administrative accuracy with sound technical understanding, the liaison evaluates claim merit, ensures timely progression, maintains accurate records, and upholds high service standards to achieve effective and satisfactory claim resolution.
KEY RESPONSIBILITIES:

Claims Administration & Follow-Ups

• Customer Advocacy & Communication: Serve as the primary point of contact for clients, providing clear, regular claim updates and explaining complex policy terms in simple, easy-to-understand language while delivering empathetic support.
• Claims Facilitation & Lifecycle Management: Register new claims, obtain and verify all required documentation against policy schedules, accurately capture and upload records, and manage claims through to final settlement.
• Proactive Claim Tracking: Actively follow up on outstanding documentation, approvals, repairs, and payments; monitor claim turnaround times and escalate delays when necessary.
• Stakeholder Liaison: Coordinate with brokers, insurers, internal teams, and third-party service providers (including assessors and panel beaters) to expedite assessments, authorisations, and repairs.
• Technical Assessment Support: Apply vehicle and repair knowledge to review accident circumstances and repair estimates, ensuring claim validity and reasonableness.
• Regulatory & Procedural Compliance: Ensure all claims are processed in line with FAIS Act requirements and internal standard operating procedures (SOPs).
• Status Reporting: Track claim progress and provide timely, accurate status updates to all relevant stakeholders.

Client & Stakeholder Communication

• Communicate professionally with policyholders, brokers, assessors, repairers, and service providers
• Respond to client queries related to claim progress and requirements
• Manage difficult or frustrated clients with empathy and professionalism
• Ensure claims are processed in line with company policies, procedures, and regulatory requirements
• Maintain accurate and up-to-date records on the claims management system
• Identify missing or incorrect information and resolve discrepancies promptly
  

Performance & Productivity

• Meet daily, weekly, and monthly follow-up and turnaround targets
• Reduce claim ageing by effective and consistent follow-up
• Contribute to improving claims turnaround times and customer satisfaction scores

QUALIFICATIONS & EXPERIENCE:

• Grade 12 (Matric)
• RE5 (Regulatory Examination for Representatives) is highly beneficial and demonstrates a commitment to professional credibility and regulatory compliance.
• NQF Level 4 in Short-Term Insurance is an advantage.
  
• Minimum 2-3 years in short-term insurance claims or client relations.
• Technical vehicle knowledge (e.g., understanding mechanical parts, repair processes, or bodywork) is advantageous for accurate claim validation.
• Insurance Claims Expertise: Solid understanding of insurance claims processes and end-to-end claims management.
• Systems Proficiency: Microsoft Office Suite (Outlook, Excel, Word).
  

SOFT SKILLS & ATTRIBUTES REQUIRED:

• Emotional Intelligence
• Analytical Thinking
• Negotiation Skills
• Customer Centricity
• Communication Skills
• Time Management & Follow-Up
• Attention to Detail
• Resilience & Pressure Handling
• Professional Assertiveness
• Clear criminal and credit record
• Own reliable transport
  
• Live and own up to company values