Role Objectives
To establish quantum of damaged vehicles for example fire damaged accident damaged and or stolen and recovered vehicles that have damages. Suggesting the final costing for either repairing the vehicles and or suggesting uneconomical to repair whichever is most cost effective. Manage repair process and ensure and end to end facilitation, from point of conducting assessment and establishing a fair and reasonable repair cost, to quantifying additional and further managing and auditing final repair costing, to ensure financials are in order. Protect Hollard from being over exposed from a risk management point of view.
Key Responsibilities
- Technical expertise: Assessment of damaged vehicles, determining what repairs are necessary, authorisation of repair work and ensure that all invoices received are relevant.
- Responsible for the authorisation of suitably costed repair estimates in line with agreed rates, methods, and timings. Where initial estimated costs cannot be agreed, negotiate revised costs and methods in the best interest of the customer.
- Appoint repairers according to Hollards preferred Motor Body Repairer panel and execute BEE strategic requirements.
- Conduct constant work in progress audits at repairers to manage and check whether repair allowances are being followed through by appointed repairer.
- Key deliverables and measurements: Average Repair Cost, Total Cost of Claim, Repair % against sum insured value, Total Cost % against sum insured value, Average w/o cost, w/o ratio %, parts ratio %.
- Support the reduction of 'vehicle off road' time by challenging methods and processes to ensure customer inconvenience is minimised.
- Promote the fair treatment of customers in decisions and actions undertaken.
- Adherence to system procedures and requirements.
- Take accountability for decisions made and ensure at all times any action taken is followed through with effective communication to the relevant stakeholders and pro-activeness in terms of Service Delivery, according to the Hollard Way
- Ensuring at all times TCF is adhered to through having the necessary discussions with the respective clients.
- Evaluate risk and management of risk; quantum; work in progress; final costing; vehicle substitution; quality assurance.
- Partnership management: Build strong relationships with role players in partnership agreements and ensure adherence to partnership agreements. Interact frequently with colleagues, brokers, MBR and the insured in a professional manner. Ensure SLAs are observed.
- Assessment reporting: All assessment reports to be completed within timeframes stipulated in service level agreements i.e., 48 hours turn-around time
- Innovation: Ongoing research into issues affecting motor at Hollard. Participate with senior management in initiatives around product development, processes, policy, and strategy.
- Branch support: Local branch support in terms of technical aspects of claims.
- Continuous Process Improvement: Ensure full compliance to all processes, policies and procedures and identify areas for improvement.
- Reporting: Produce required reports timeously including detailed analysis thereof.
- Recordkeeping: To be kept up to date at all times.
- General: When required perform any other duties necessary for the operational effectiveness of the company that is within your ability and scope.
- Customer service: Maintain a high level of service to customers (internal and external) according to service level agreements and within the service standards as set by the company. Promote the fair treatment of customers in decisions and actions undertaken.
- Effective and timeous communication: Communicate in a professional manner with internal and external parties and respond to queries within 24 hours.
- Variance Management: Adhere to standards set by Hollard. Provide action plans and follow up with corrective actions to all variances.
- Employee Growth: Take responsibility for your own career growth and have regular discussions with the relevant role players. Keep abreast of relevant regulation pertaining to risk management.
- TCF: Ensure that customers are treated fairly.
