Specialist: Claims Assessor at Liberty Life Namibia (2025-04 – Present)
Assess and process life, disability, funeral, and critical illness insurance claims within defined authority limits. Conduct thorough investigations into claim submissions to identify and resolve gaps, detect potential non-disclosures or misrepresentations, and recommend appropriate next steps. Provide specialist advice and support to internal teams and clients on claim assessments, claim resolutions, and procedural interpretations.
- Assess and process life, disability, funeral, and critical illness insurance claims within defined authority limits, ensuring alignment with policy terms, conditions, and exclusions.
- Conduct thorough investigations into claim submissions to identify and resolve gaps, detect potential non-disclosures or misrepresentations, and recommend appropriate next steps.
- Provide specialist advice and support to internal teams and clients on claim assessments, claim resolutions, and procedural interpretations.
- Liaise with medical practitioners, claimants, legal advisors, and service providers to gather necessary documentation and validate information in support of claims.
- Evaluate complex and special claims independently while ensuring compliance with internal SOPs, governance, and escalation protocols.
- Ensure prompt resolution of escalated client queries and complaints, maintaining customer satisfaction and adherence to Treating Customers Fairly (TCF) principles.
- Maintain up-to-date, accurate claim records and prepare reports and claim summaries to support internal decision-making and compliance requirements.
- Participate in continuous improvement initiatives to enhance assessment accuracy, turnaround time, and customer experience.
- Adhere strictly to Liberty Life Namibia's quality standards, data protection policies, and risk management procedures.
- Collaborate with cross-functional teams and support business continuity by contributing to training and upskilling initiatives in claims management.
Administrator: Scheme and Claims Support at Liberty Life Namibia (2015-01 – 2025-03)
Provided comprehensive scheme administration and claims support to internal and external stakeholders in line with contracted service level agreements (SLAs). Established and maintained effective relationships with brokers, policyholders, and other stakeholders to support sustainable business growth and client retention. Ensured full compliance with applicable legislation.
- Provided comprehensive scheme administration and claims support to internal and external stakeholders in line with contracted service level agreements (SLAs).
- Established and maintained effective relationships with brokers, policyholders, and other stakeholders to support sustainable business growth and client retention.
- Ensured full compliance with applicable legislation (including long-term insurance and tax laws), policy contracts, and internal business processes, with a focus on identifying and reporting potential fraud risks.
- Reviewed, maintained, and analyzed scheme data to generate accurate and timely management information reports.
- Collected, processed, and analyzed member-level scheme information from brokers and clients to accurately calculate policy liabilities and monthly reinsurance premiums.
- Promoted and upheld Liberty's brand values and vision, contributing to a proactive, collaborative, and high-performing team culture.
- Assessed Standard Bank credit life, disability, and dread disease claims across various products (Overdraft, RCP, Home Loans, and Personal Loans).
- Approved and processed Standard Bank funeral claims within delegated authority limits.
Group Risk Administrator (Employee Benefits) at Sanlam Namibia (2013-01 – 2014-12)
Verified and validated documentation received for group risk claims to ensure accuracy and compliance with policy terms. Processed and authorized payment of approved claims within defined timelines and procedural standards.
- Verified and validated documentation received for group risk claims to ensure accuracy and compliance with policy terms.
- Processed and authorized payment of approved claims within defined timelines and procedural standards.
- Accurately captured and processed monthly premium contributions for group risk policies.
- Responded to client and broker enquiries professionally, providing timely and informative feedback.
- Compiled and submitted regular reports on claims, premiums, and service issues to support internal decision-making and audit readiness.
Customer Service & Administration Officer – Funeral Plan Division at Sanlam Namibia (2009-10 – 2013-01)
Handled client queries related to Sanlam Funeral Plan products via telephone, written correspondence, and face-to-face interactions, ensuring service excellence. Provided detailed advice and guidance to customers on available funeral plan options, benefits, and policy terms.
- Handled client queries related to Sanlam Funeral Plan products via telephone, written correspondence, and face-to-face interactions, ensuring service excellence.
- Provided detailed advice and guidance to customers on available funeral plan options, benefits, and policy terms.
- Executed administrative functions for the department in line with service level agreements (SLAs), maintaining accuracy and efficiency.
- Managed collective product enquiries and ensured professional and timely responses across all communication channels.
- Actively promoted the Sanlam brand by delivering consistent, high-quality client service and building positive client relationships.
