Mutual & Federal – Improved service through meticulous training

Sedick Isaacs, executive general manager for Claims at Mutual & Federal

In its continuous drive to improve customer and broker interaction, Mutual & Federal, one of South Africa’s leading short-term insurers, recognises the importance of equipping claims staff with the knowledge necessary to deliver outstanding customer service.

Sedick Isaacs, executive general manager for Claims at Mutual & Federal, believes that ongoing training and development initiatives not only motivate staff but also ensure that policyholders receive the best service.

Isaacs says, “The events leading up to a claim can be emotionally challenging for policyholders. As a short-term insurer with our policyholders’ best interests at heart, Mutual & Federal is committed to constantly improving service. By ensuring a fully qualified and knowledgeable claims department, we ensure that the claims process is as smooth as possible.”

The contract between a short-term insurer and a policyholder is based on trust. When a claim is made, Mutual & Federal claims representatives are sufficiently trained to ask the right questions to streamline the process. Another part of the claims representative’s responsibility to all Mutual & Federal policyholders is to be able to identify fraudulent activity because this can have a negative impact on policyholders’ premiums. Reducing the incidence of fraud in the industry can lead to significant savings in overall policy premiums. Mutual & Federal supports policyholder protection and believes in practicing fairness in terms of the contractual agreement with the policyholder, ” continues Isaacs.

Understanding the rights and recourse of policyholders is a crucial component of Mutual & Federal claims representative training. Occasionally disputes arise around specific issues where the Mutual & Federal representative must be in a position to offer advice and resolve the disputes quickly and efficiently.

Isaacs concludes, “Helping our staff grow and develop their careers is something that Mutual & Federal can be proud of. We offer our staff members the opportunity to further their careers within the company and the short-term insurance industry. The Mutual & Federal Insurance Academy (MFIA), in conjunction with the Job Competency Curriculum (JCC), has been designed to help our staff make constructive career moves.”

Ongoing training and development provides Mutual & Federal staff with the competitive edge needed to compete in the industry. In addition, training courses are available to all staff and will directly contribute to the holistic service Mutual & Federal offers its policyholders and brokers.