Katlego Nkhulang
Claims Advisor
Centurion,Gauteng
Summary
Senior Claims Consultant with experience in claims investigation, third-party recoveries, and operational reporting across motor claims. Resolves 71+ third-party recovery claims per month, complex liability and recovery matters while protecting service standards, accurate data capture, and cost control. Supports team performance through coaching, escalation handling, and claim quality oversight.
Overview
3
3
Certifications
8
8
years of professional experience
Work History
FNOL / CCS Advisor
OUTsurance Shared Services
09.2025 - 02.2026
- Acted as the first point of contact for customers reporting new insurance claims.
- Captured claim information and registered new claims to ensure accurate processing.
- Guided policyholders through claims process and documentation requirements to facilitate timely resolutions.
- Assessed claim urgency and prioritised cases appropriately.
- Coordinated claim handovers between customers, assessors, and claims departments.
- Delivered empathetic customer service during stressful situations.
- Identified claim trends through data analysis to inform service improvements.
- OUTsurance Shared Services
Payments Analyst
OUTsurance Shared Services
04.2025 - 08.2025
- Processed supplier, vendor and service provider payments accurately and within agreed timelines.
- Performed bank and ledger reconciliations.
- Investigated payment discrepancies and resolved failed transactions.
- Maintained compliance with internal financial controls and company policies.
- Collaborated with internal stakeholders to resolve payment-related issues.
- Assisted in improving payment processes through data analysis.
- OUTsurance Shared Services
Advisor – Third Party Interventions (Claims)
OUTsurance Shared Services
11.2023 - 03.2025
- Managed third-party recovery claims to reduce overall motor claims costs.
- Investigated liability and negotiated recoveries.
- Produced operational reports using claims performance data.
- Monitored claim quality and ensured accurate data capture.
- Mentored advisors through coaching and performance improvement initiatives.
- Escalated complex claims appropriately while maintaining service standards.
- OUTsurance Shared Services
Advisor – Retentions, Sales & Customer Service
OUTsurance Shared Services
03.2018 - 11.2023
- Delivered exceptional customer service across multiple insurance products.
- Resolved complex customer enquiries efficiently.
- Improved customer retention through relationship management.
- Identified root causes of recurring customer complaints.
- Consistently achieved departmental performance targets.
- Promoted customer satisfaction through proactive communication.
- OUTsurance Shared Services
Academy Coach & Quality Assurance
OUTsurance Shared Services
12.2020 - 04.2021
- Facilitated onboarding and training for new advisors.
- Conducted quality assurance audits.
- Provided structured coaching and feedback.
- Monitored adherence to company procedures.
- Assisted team leaders with performance improvement plans.
- OUTsurance Shared Services
Personal Financial Advisor (Intern)
Old Mutual
10.2017 - 12.2017
- Conducted financial needs analyses for clients.
- Recommended suitable financial products.
- Assisted clients with investment and insurance planning.
- Maintained compliance with FAIS principles and ethical standards.
- Built and maintained professional client relationships.
- Old Mutual
Education
FET Certificate (NQF Level 4) - Short-Term Insurance
01.2023
Higher Certificate - Business Management
CTI Education Group
01.2014
Skills
FNOL
Claims administration
Third-party claims & recoveries
Claims investigation
Customer service & client retention
Claims reserving
Negotiation
Process improvement
Quality assurance
Root cause analysis
Financial reconciliation
Payment processing
KPI reporting
Certification
IBM Data Analysis with Python
References
Available upon request.
Timeline
FNOL / CCS Advisor
OUTsurance Shared Services
09.2025 - 02.2026
Payments Analyst
OUTsurance Shared Services
04.2025 - 08.2025
Advisor – Third Party Interventions (Claims)
OUTsurance Shared Services
11.2023 - 03.2025
Academy Coach & Quality Assurance
OUTsurance Shared Services
12.2020 - 04.2021
Advisor – Retentions, Sales & Customer Service
OUTsurance Shared Services
03.2018 - 11.2023
Personal Financial Advisor (Intern)
Old Mutual
10.2017 - 12.2017
Higher Certificate - Business Management
CTI Education Group