LIVHUWANI Mukhuba

- Supervised a team of claims processors, ensuring policy adherence. - Managed escalated queries and resolved complex issues. - Conducted performance reviews and coached team members. - Oversaw daily operational requirements and managed client emails. - Assisted with Ombudsman cases and collaborated with stockholders. • Exceptional communication and customer service skills • Proficient in active listening and problem-solving • Strong time management and leadership abilities • Experienced in coaching and mentoring team members • Skilled in claims processing • Effective team leadership • Expertise in operational management

• Ensure claims are processed according to company standards while delivering high-quality service to all clients.
• Register motor and non-motor claims across personal and commercial insurance policies.
• Appoint qualified assessors for appropriate evaluation of claims.
• Verify policy coverage and ensure adequacy before proceeding with claim processing.
• Manage end-to-end claims lifecycle, from initial registration to final settlement.
• Collect necessary information from clients and involved parties to support the claim.
• Review completed claim forms and cross-check details against policy coverage.
• Consult with relevant internal teams to assess claim outcomes and determine compensation.
• Notify clients of claim decisions in writing, ensuring professionalism and transparency.
• Refer complex or high-value claims to specialists such as loss adjusters.
• Determine claim validity based on available facts, reports, and investigations.
• Settle claims within approved limits, minimizing financial leakage.
• Obtain all required documentation to support either payment or rejection of claims.
• Continuously update reserve amounts based on claim progression and new information.
• Ensure all system entries and client records are accurate and kept current.
• Organize rental vehicles for insured clients when their vehicles are undrivable or stolen.
• Arrange contractors to help clients obtain documents critical to their claims.
• Manage the salvage process for both motor and non-motor claims, ensuring complete recovery and payment.
• Follow up with assessors and loss adjusters regularly to track claim progress.
• Negotiate claim outcomes with clients, service providers, and insurers.
• Handle disputed claims professionally, seeking fair resolutions.
• Maintain detailed notes of all claim-related discussions, including dates.
• Refer potential errors or omissions to the Claims Manager immediately.
• Complete and archive finalized claim files in the Electronic Document System (EDS).
• Ensure all claims files are aligned with company procedures and operational standards.
• Update systems daily, including diaries and internal communications.
• Respond promptly and clearly to complaints or queries from internal and external parties.
• Submit insurer reports within agreed deadlines and provide necessary updates.
• Support policy maintenance, making updates to underwriting records when items are replaced or removed.
• Foster strong relationships with clients, colleagues, insurers, and service providers.
• Deliver a smooth and respectful claims experience to ensure customer satisfaction.
• Maintain high standards of service, quality, and outputs using people, technology, and process optimization.

• Company Overview: Auto and general, dialdirect, Budget insurance, Unity, 1st for woman
• Supervised a team of claims processors, ensuring policy adherence.
• Managed escalated queries and resolved complex issues.
• Conducted performance reviews and coached team members.
• Oversaw daily operational requirements and managed client emails.
• Assisted with Ombudsman cases and collaborated with stockholders.
• Auto and general, dialdirect, Budget insurance, Unity, 1st for woman

• Provided exceptional customer service by addressing inquiries and resolving issues promptly.
• Assisted customers with claims processing, ensuring accurate and efficient handling.
• Displayed empathy and understanding during customer interactions, particularly in times of loss or distress.
• Communicated effectively with suppliers and other stakeholders to facilitate claim resolutions.
• Escalated complex cases to appropriate departments and followed up to ensure timely resolution.
• Maintained detailed records of customer interactions and transactions.
• Trained and supported new team members to ensure consistent service quality.
• Collaborated with cross-functional teams to improve customer service processes and outcomes.