Moses Mokoena
Short Term Insurance Consultant
Ennerdale
Summary
I am Moses Mokoena, started working at FNB insurance broker as a filing clerk, promoted to be a claims consultant then a broker, I hold an NQF 4 insurance certificate.I previously worked for Old mutual iwyze, Hollard insurance and Santam, I have a strong background on short term insurance having worked on non motor and motor claims for more than a decade.
Overview
20
20
years of professional experience
Work History
Commercial Non motor claims negotiator
Old Mutual Insure
Johannesburg , Gauteng
11.2024 - Current
- Oversee the full claims lifecycle—from notification to resolution—ensuring timely, fair, and accurate processing of commercial Motor and Non-Motor claims.
- Apply expert judgment to assess complex claims, manage claim reserves, and guide negotiations for cost-effective settlements.
- Take charge of claims administration by coordinating workflows, setting daily priorities, and maintaining effective documentation practices.
- Engage with insurers, loss adjusters, investigators, and legal partners to manage complex claims and facilitate recoveries.
- Collaborate with internal teams and external stakeholders to ensure service standards and turnaround times are consistently met.
- Handle third-party matters and oversee liability assessments, ensuring thorough analysis and efficient settlement.
- Deliver regular reporting to leadership on claims trends, departmental efficiencies, and potential areas for risk mitigation.
- Build and maintain professional relationships with brokers, service providers, and reinsurers, fostering transparency and alignment.
DESKTOP ASSESSOR (NON-MOTOR)
SANTAM INSURANCE COMPANY
10.2017 - 06.2023
- Accountable for all claim interactions directly with the client/broker
- Determine merits, quantum, item identification, buying
- Negotiating and settling of claims with the insured/broker
- Responsible for communicating with the client/broker from beginning to end and is the one contact person for the client/broker
- Ensures that the claim is handled efficiently
- Effectively manages all relevant claims tasks and claims handling process to achieve timely settlement and to minimise leakage
- Identifies, investigates and resolves any issues relating to claims being handled in line with Santam policies and procedures such as Service Level Agreements, Standard Operating Procedures
- Ensures that the claim is handled efficiently and identify and advise the intermediary/policyholder of the prescribed or most appropriate mechanism for resolving claims settlement disputes
- Communicate the process from the start of the claim and act as contact person if the client needs more information.
Non- motor claims and Motor non-drivable/drivable consultant
HOLLARD INSURANCE COMPANY
10.2012 - 09.2017
- Quality of relationships with Internal and external stakeholders and ensure that we build relations and reputation to maintain and create opportunities
- Customer experience (Complaints and Compliments management)
- Osti maintaining 0% overturn ratio
- Immediately assist and respond all Osti matters by including T/L
- Complaints received to be handled immediately and feedback provided (Include Team Leader on response)
- Claims Management Ensure accurate analysis and reports based on the layered voice system
- Manage my performance against the key Claims measures, i.e
- No of claims processed, TAT's, Benchmarks, Car Hire Performance etc
- Contact made with clients within 24 hours
- Provide regular feedback to the claims department and client (every 48 hours)
- Regular notes and updates to be documented on SPM
- Ensure that all documents are loaded immediately upon receipt on SPM during processing of claim
- To ensure receipt of original registration or deregistration documents and vehicle keys, where applicable and handed over to our salvage or SVR division, howsoever directed
- Detail discussion of claim outcome after decision has been rendered
- High quality of investigation reports: Identification of fraudulent claims and dealing with them effectively (timeously escalating claims that should be dealt with
- Ensuring claim finalization within mandate
- Ensuring quality report writing and administration process followed by your administrator (resolve any issues that might be affecting your performance)
- Ensuring that Investigations adds value to business (value chain)
- Customer Centricity
- Embed TCF as a way of doing business
- Manage investigation to be in line with OSTI and SAIA guidelines to allow for fairness towards clients and still with effective outcomes (TCF)
- Senior Claims Consultants/ Administrators KPI
- To uphold the STOPS TCF vision in my day today activities and processes
- Ensure that Hollard TCF standards are adhered to
- Effectively manage customer complaints per the agreed processes
- Ensure all complaints are logged on the system as required
- Ensure all operational process align with the Hollard TCF standards.
Non- motor claims and Motor non-drivable /drivable consultant
OLD MUTUAL IWYZE
02.2012 - 09.2015
- The management of the motor and non motor claims process to ensure exceptional customer service and experience whilst ensuring that claims costs are minimised
- Execute on the full role of Claims CoE Ambassador to ensure contribution to the achievement of the business strategy and ease of doing business
- Ensuring brokers and stakeholders are kept informed of the progress of claims and tasks through quality updates on logs and through email notifications
- Ensure that inventory volumes are maintained within range and in line with service level agreements
- Ensuring that rapport is established with external service providers including engagements and negotiations to deliver claims objectives of service and minimization of costs
- Quality data capturing
- Adherence to standard operating procedures and service level agreements
- Loading of ss cases as required
- Ensure the effective management of the claims process
- Ensuring that inventory volumes are managed within a calculated and effective range that supports claims service and optimizes capacity
- Ensure that customer service is prioritized within the claim including both internal and external customers and service providers.
Junior Broker Consultant
FNB INSURANCE BROKERS
01.2024 - 11.2011
- Quoting insurance for clients through multiple insurance company platforms
- Processing endorsements and policy changes for clients
- Creating and providing insurance certificates for insurance customers of the agency
- Maintaining a positive, empathetic, and professional attitude toward customers always
- Respond to customer service inquiries in a timely and effective manner
- Improving customer service experience, create engaged customers and facilitate organic growth
- Effectively communicating with customers and de-escalating concerns where required
- Opening and resolving disputes within the appropriate time frame
- Maintain high levels of accuracy and integrity of data and compliance
- Taking ownership of customers issues and following problems through to resolution
- Develop effective customer service procedures, policies, and standards
- Set reasonable customer satisfaction goals and work with the team to meet them on a consistence basis
- Providing feedback on the efficiency of the customer service process
- Ensure customer satisfaction and provide professional customer support.
Motor drivable and non - drivable claims consultant
FNB INSURANCE BROKERS (formerly known as First Link)
03.2005 - 12.2008
- Validation of claims in line with Company guidelines and Standard Operating Procedures
- Appointment of necessary providers
- Authorizations\Settlement of claims
- Rejection of claims
- Processing payments within the turnaround time
- Payment confirmations to Brokers and Suppliers
- Complaints handling and resolution
- Liaising with Service Providers
- Liaising with brokers and clients
- Car hire arrangement and management.
Education
undefined
Willowmead high school
Skills
Problem-Solving
Referencedetails
- Ms. Ellen Ramabu, 073 489 9896, Claims manager, Santam
- Mr Nkuli Mayaba, 0782292424, Team Manager, Hollard
- Mr. Thabo Gololo, 079 906 9073, Manager, OLD MUTUAL IWYZE
Licensecode
10
Personal Information
- ID Number: 8505186017083
- Criminal Record: none
- Date of Birth: 05/18/85
- Gender: Male
- Nationality: South African
- Driving License: Yes
- Marital Status: Married
- Religion: Christian
Timeline
Commercial Non motor claims negotiator
Old Mutual Insure
11.2024 - Current
Junior Broker Consultant
FNB INSURANCE BROKERS
01.2024 - 11.2011
DESKTOP ASSESSOR (NON-MOTOR)
SANTAM INSURANCE COMPANY
10.2017 - 06.2023
Non- motor claims and Motor non-drivable/drivable consultant
HOLLARD INSURANCE COMPANY
10.2012 - 09.2017
Non- motor claims and Motor non-drivable /drivable consultant
OLD MUTUAL IWYZE
02.2012 - 09.2015
Motor drivable and non - drivable claims consultant
FNB INSURANCE BROKERS (formerly known as First Link)
03.2005 - 12.2008
undefined
Willowmead high school
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