First Notice of Loss (FNOL) & Windscreen Claims Specialist

The FNOL and Windscreen Claims Specialist is responsible for registering new claims received from brokers and appointed service providers within SLA. This role requires excellent customer service skills, attention to detail, and the ability to work in a fast-paced environment.

Key Tasks & Accountabilities

Claims Intake

• Receive new claims from the designated mailbox, claim to be registered within the SLA.

Coordination

• Route claims to the appropriate claims specialists or departments based on the type and severity of the loss.
• Collaborate with other teams, such as underwriting as needed.
• Take ownership of windscreen claims.
• Appointment of Service Providers on windscreen claims if all the information is available at registrations stage.
• Verify essential information, such as policy details, date and time of the incident, Incident Address, description of the loss, and contact information.

Data Entry and Documentation

• Accurately enter claim details into the GRAIL system.
• Ensure all information is complete and consistent for further processing.

Initial Assessment

• Appoint the relevant Service Provider on windscreen claims if all the information is available and cover is confirmed.

Compliance

• Ensure all claims are handled in compliance with company policies, regulatory requirements, and industry standards.
• Ensure accurate codes are allocated to payment of claims to minimize leakage.

Follow-Up

• Follow up with claimants to obtain missing information or documentation.

Qualifications & Experience

• High school diploma or equivalent (required). NQF Level 4 qualification in insurance
• 1–2 years of experience in customer service, insurance, or claims handling (preferred but not always required for entry-level roles).
• Basic understanding of insurance policies, coverage, and claims processes is an advantage.

Skills and Competencies

• Excellent verbal and written communication skills to interact with claimants and internal teams effectively.
• Strong customer service orientation with the ability to handle stressful situations empathetically.
• High level of accuracy in data entry and documentation.
• Ability to quickly assess situations and make decisions.
• Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Proficiency in using claims systems, Microsoft Office, and other relevant tools, administrative skills, Telephone skills and Negotiation.

Key Performance Indicators (KPIs)

• Accuracy of data entry and documentation.
• Number of claims Registered per day/week.
• Compliance with regulatory and company standards
• Teamwork
• Self-awareness
• Always ensure adherence to all company policies
• Ensure adherence to negotiated flexi hours
• Maintain dress code, behaviour and absenteeism

Relationships

• Internal
• All Claims Departments
• Sales

External

• Brokers
• Clients
• All Claims Suppliers
• Service Providers

Closing date: 01 August 2025