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Policy Analysis Adviser

HuntswoodZA

6 days ago

Job description

Job title : Policy Analysis Adviser

Job Location : KwaZulu-Natal,

Deadline : October 23, 2025

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Job Overview :

The Policy Review Adviser will manage referrals received into the Policy Analysis Team from a variety of sources relating to misrepresentation, non-disclosure and potential indemnity concerns, within agreed authority levels and within agreed SLA.

Job Responsibilities :

Investigate all cases of potential misrepresentation and non-disclosure at policy inception and claims stage through to completion received via a variety of referral sources into CFS; working to agreed SLA’s and following the Policy Validation Guide and CFS Procedure documents Investigate the validity of FCIM’S customers claims history by carrying out post sale CUE (Claims Underwriting Exchange) match validation and processing any necessary changes to the policy.

Investigate, through to a conclusion, policies where Quote Manipulation is suspected prior to the inception of the policy

To investigate and manage any potential voidance cases referring to Policy Analysis Level 2 or Senior for sign off

Contacting policyholders by phone and email, adhering to TCF and DPA principles, to resolve any discrepancies related to misrepresentation, non-disclosure or indemnity issues.

To update and revise customers’ policy details making any necessary adjustments and cancellations.

Make outbound calls to customers in relation to validation procedures / queries whilst adhering to TCF and DPA principles.

Administer and process incoming post and e-mail, including the scanning of relevant documents.

Handle all complaints received effectively and efficiently adhering to FCIM Complaints policy

Manage the delegated mailboxes ensuring all correspondence is actioned with agreed SLA’s.

Promptly identifying matches that do not require further investigation and ensure closure is actioned in a timely manner, within SLA’s.

Maintain positive relationships with all business employees and departments comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times

Ensure compliance with Company Policies, Values and guidelines and other relevant standards / regulations at all times

Any other reasonable duties

Job Requirements :

Minimum of a Matric / NQF 4 qualification

Solid insurance experience

Vehicle insurance claims experience

Strong Microsoft Office experience with Word, Excel and Power - Point.

High level Customer Service Skills

Experience Required :

Previous experience in a complaint handling role, ideally with experience in early resolutions

Experience in handling fraudulent claims / misrepresentation at policy inception will be advantageous

Previous complaint handling experience within an FCA regulated business is ideal.

Experience taking both outbound and inbound calls

Providing the best resolution for the customer

Skills Required :

Good communication skills, both verbal and written

Good time management and organization skills

Problem solving skills with the ability to adopt a logical approach to resolving problems

Good data and statistical analysis skills

Good technical skills

IT and software skills, including good Microsoft Excel and Word knowledge

Preferred Requirements / Skills :

Experience / exposure to UK customers' / clientele.

RE qualification

FAIS credits

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