Thuli Thema

Dynamic insurance and administrative professional with over 15 years of progressive experience in claims management, customer service, and office operations

Midrand, City of Johannesburg Metropolitan MunicipalityMember since September 12, 2023

Administrative

About

Dynamic insurance and administrative professional with over 15 years of progressive experience in claims management, customer service, and office operations. Proven track record of leading teams, resolving complex claims, and driving efficiency improvements in both private insurance and government sectors. Recognised for strategic problem-solving, stakeholder engagement, and training initiatives that elevate performance standards.

Adept at balancing operational detail with big-picture business goals, consistently delivering results under pressure while maintaining the highest levels of confidentiality and service excellence.

Experience

Home Owners (Property) Claims Advisor - Standard Insurance Limited

(2023-11 - 2026-02)

Captured and managed junior and complex claims while consistently updating clients.
Managed the claim workflow through our work system
Managed post-claims authorisation administration according to business requirements.
Answered telephonic and email queries from customers, service providers, and stakeholders.
Adhered to the business complaints/compliments management process.
Managed telephonic systems.
Dealt with claims and referred appropriately to assessors/loss adjustors.

Business Claims Consultant - Miway Insurance

(2022-09 - 2023-06)

Built relationships with clients and Brokers through active listening and constant communication.
Captured and managed junior and complex claims while consistently updating clients.
Verify and validate all documents under the policy cover and approve or reject claims within delegated authority.
Collaborated with investigators to provide and achieve fast feedback to clients.
Evaluated employee skills and knowledge regularly to provide hands-on training and monitored individuals with lacking skills.
Exceeded goals through effective task prioritisation and strong work ethic.
Maintained high standards of customer service by building relationships.
Provided excellent service to clients by addressing issues, answering questions, and providing feedback.
Responded to customer calls on the same day to swiftly resolve issues at hand.
Reviewed questionable claims by conducting interviews with claimants to correct omissions and errors.

Claims Consultant & 2IC - King Price Insurance

(2016-05 - 2022-08)

Captured/registered both complex vehicle and non-vehicle claims and authorised within my mandate
Kept both clients and Brokers updated on claims.
Ensured adherence to legal procedures when processing a claim.
Managed the claim workflow through our work system
Handled administration and follow ups concerning claims.
Identified solutions to enhance cost effectiveness and increase operational efficiency.
Maintained high standard of quality.
Managed own diary.
Presented claims in claims' meetings.
Validated claims within set turn-around time targets.
Allocated claims to team members.
Drew stats for the team.
Handled claims' pending list for the team and cost all the team's claims.
Handled complaints from clients by identifying the problem and solving it and revert back to clients.

Office Manager - Department of Limpopo Provincial Treasury

(2014-08 - 2016-03)

Assisted in preparation of draft replies and comments on behalf of the Senior Manager.
Checked errors on submissions before the Senior Manager recommends.
Controlled incoming and outgoing documents from various departments and directorates to/from the Head of Department by electronic/paper tracking system.
Coordinated activities of personnel provisioning, organisational development, and PMDS sub-directorates.
Coordinated the human resource management helpdesk.
Diarised meetings, prepared agendas and took minutes.
Ensured the security profile and classification of documentation and information related to the office.
Kept track of all tasks delegated to the Senior Manager by his superiors.
Made arrangements for workshops and prepared venues for meetings for the human resource team.
Made follow ups with colleagues/HRM officials on deadlines on behalf of the Senior Manager.
Managed and maintained the confidential information in the office.
Managed leaves, and ensured that all applications for the leave of absence were duly approved.
Managed the directorate's budget.
Managed the electronic/ paper diary of the Senior Manager.
Organised travel and preparing complex travel itineraries.

Office Assistant to the Accounting Officer - Department of Limpopo Provincial Treasury

(2012-04 - 2014-08)

Arranged meetings with both internal & external stakeholders on behalf of the Accounting Officer.
Booked meetings and meeting venues.
Collected personnel files from the various departments,
Compiled ministerial reports on behalf of the Accounting Officer.
Controlled incoming and outgoing documents from various departments and directorates to/from the Administrators or the Head of Department.
Diarised meetings, prepared agendas and took minutes.
Drafted and monitored of disciplinary hearing schedules.
Drafted charges.
Liaised with staff.
Made arrangements for workshops and prepared venues for meetings.
Managed and maintained the confidential information in the office.
Managed and reviewed filing and office systems.
Managed Itinerary bookings for various initiators attending the disciplinary hearings.
Managed the diary and compiled presentations for the Accounting Officer.
Managed the team's subsistence and travel claims.
Opened and maintained files for the Accounting Officer.
Organised travel and prepared complex travel itineraries.