About us

Ian Koen has recently changed roles at MUA. She was a Short Term Insurance Underwriter and she is now a Manager Broker Consultant for MUA Johannesburg and Pretoria Branches. Find out more about Ian and her new position:

 

What is your previous experience before being appointed as the MUA Manager Broker Consultant for the Johannesburg and Pretoria branches?

 

I have been in the insurance industry since 1989 starting out at Liberty Life for more than 6 years. Following this I joined a Brokerage in 1996 when Liberty Life administration office in Ermelo closed down, where I did life insurance, medical aid and began my short term insurance journey which involved short term insurance underwriting at a Brokerage for personal lines and commercial lines and the occasional claims handling.

What are your roles and responsibilities as the Manager Broker Consultant?

 

My new role as a Manager Broker Consultant entails building relations with existing brokers and making contact with dormant brokers for possible future business. Most importantly I ensure brokers continue supporting MUA while trying to get more business from brokers by providing support for them whenever they need it.

How did your previous industry experience assist you in this role?

 

Being in a brokerage environment made me aware of what a client expects from a broker and his insurance company as well as what a broker requires from insurance companies to give the best service to his client effectively.

What do you think are some of the biggest challenges in your position?

 

People believe in the concept of “I’m happy with what I have” and the biggest challenge would be to get them out of that groove, and start looking at ALL available options in the marketplace.

What is your advice to people wanting work in the broker consulting field?

 

NO challenge is too big. People have minds, and minds can be changed – just have your own mind set on the right goals!

 

What is your favorite way to relax after work?

 

Aerobics

 

What is your personal motto?

 

Maximum living each day….forget yesterday, concentrate on today.

Laughter is timeless, imagination has no age, and dreams are forever – Walt Disney
 

What is your previous industry experience before being appointed as the MUA Assistant Manager: Technical Underwriting for the Cape Town branch?

 

I started in the Insurance Industry in 1979, with U.N.S.B.I.C (Union National South British Insurance Co.) in Durban. I have Personal, Commercial, Marine, Travel & Claims experience. I have held the positions of Head of Department, Commercial & Personal Underwriting, as well as Underwriting Manager for 4 years, prior to my move to the Cape just over 3 years ago.

 

What are your roles and responsibilities as the Assistant Manager: Technical Underwriting?

 

I have various roles within my position, but the key objectives are to conduct audits on staff working under my supervision; keep track of loss ratios / growth on all scheme brokers; handle entire renewal process; liaise with the Compliance Manager in regard to FAIS requirements and up-dates; quality control; releasing claims payments; submitting quarterly reports to the Regional Manager; but especially to focus on profitability within the Company being maintained in order to achieve the required loss ratio set by Compass. This is being carried out on a continuous basis by filtering out multi-claimants and performing reactive underwriting where necessary.

 

How did your previous industry experience assist you in this role?

 

It has helped me to become confident and remain calm in problematic situations, as there is always a solution.

 

What do you think are some of the biggest challenges in your position?

 

To ensure that all staff members comply with the latest legislation in regard to FAIS requirements. In addition to make staff members aware of the importance of the relevant exams and the consequences of not complying.

 

What is your advice to people wanting work in the Technical Underwriting field of insurance?

 

Have a passion for your work, as it is an extremely interesting occupation to get involved in. Be prepared to write exams, but with the knowledge that this will help you succeed within your profession.

 

What is your favorite way to relax after work?

 

I don’t really relax, but I suppose it would be doing crosswords.

 

What is your personal motto?

 

My personal motto is to “Always Give Of Your Best”. For me there is no better feeling than to know that you have done your best.
 

1. What is your previous experience before being appointed as the MUA Claims Manager for the KZN branch?

I worked in both Underwriting and Claims departments for Prestasi, Statsure and Alexander Forbes.

 

2. What are your roles and responsibilities as the Claims Manager?

Ensuring that the team is happy and motivated together with ensuring fast, efficient and accurate claims settlement.

 

3. How did your previous industry experience assist you in this role?

Having the knowledge and experience of an underwriter, combined with the claims experience, for the length of time I have has made my role a pleasure.

 

4. What do you think are some of the biggest challenges in your position?

Always keeping the balance; for me it is not about me it is about the team, the broker and the client.

 

5. What is your advice to people wanting work in the claims department?

You have to be strong, fast and accurate. If you do not have these qualities I would suggest not going to the claims department.

 

6. What is your favorite way to relax after work?

Relaxing on the couch, watching Caesar Milan the Dog Whisper on the telly… do I have to mention the glass of red wine?

 

7. What is your personal motto?

Live in the now
 

MUA would like to welcome the new additions to the MUA family and wish MUA team members who have changed roles at MUA the best of luck in their new positions.

 

Imelda Hendricks

Imelda Hendricks role at MUA Cape Town has changed from Underwriting Title Underwriter to Claims Administrator In her new role her responsibilities entail liaising with brokers and assessors about the claim submitted and ensuring fair settlement of these claims. She will also advise brokers on general issues relating to claims and the underlying cover. When asked why she has moved from the underwriting department to the claims department she says the move is just one step on my career map. She has joined the department to gain experience and leverage her existing skills. Upon completion of her qualification, she believes the experience gained in the department will assist her in achieving my career objectives. Her plans for the future include advancement, whether it will be within the company or industry at large. Imelda’s favouritequote is by Maya Angelou; “I’ve learned that people will forget what you said and did, but will never forget how you made them feel.”

 

Owen Kearney

Juanita Basson

1. Tell us about your position as Underwriting Manager at MUA

I joined MUA in November of last year as the Underwriting Manager. I have a great team of underwriters and we have grown together over the last couple of months, made some changes in our department, moved the office around and have now started to settle in nicely into our new roles.

 

2. What are your roles and responsibilities as the Underwriting Manager MUA?

I have various responsibilities, but my main role is to lead and support my team in their duties. I assist with the quote desk, support the Western and Eastern Cape Regional Manager in her duties and ensure that we maintain good underwriting standards as far as possible.

 

3. How did you get to this point?

You don’t have to be mad to work in this industry, but it sure helps… Seriously though – I have had some brilliant mentors in my life and they have helped me to develop my natural talents and have taught me to develop the skills I previously didn’t have. I also love to learn new things and that has stood me in good stead.

 

4. How did your previous industry experience assist you in this role?

I have managed to spend some time in most areas of our business, but most of my career has been spent in various claims positions and I feel that claims always gives you a good background for underwriting: It makes you more aware of the risks that are out there and you know what “danger” signs to look out for. You also learn very quickly to trust your “gut instinct”.

 

5. What do you think are some of the biggest challenges in your position?

Maintaining service excellence: not dropping the ball when it comes to providing service to our brokers and clients. Keeping the team morale high and making sure we get the rating correct and underwrite correctly.

 

6. Would you recommend a career in insurance to young people?

Absolutely yes, it is a career with so many diverse paths that you can follow – claims, training, underwriting, accounting, assessing and sales. It is brilliant!

 

7. Do you have a personal motto?

Seize the Day