Job Purpose

• Building and maintaining Claims Processes, including within the related information systems and underlying documents and communication, for all lines of general insurance business that the company is trading on.
• Maintain and improve customers claim forms, claims notifications ways, and instructions to customers on how to proceed
• Maintaining high level of customer satisfaction in handling claims in ensuring fair settlement of valid claims
• Monitoring and managing client complaints, and proactively propose process improvements (within or across departments)
• Building and maintaining a network of claims service providers (loss adjusters, investigators, assessors, legals, garages)
• Provide for appropriate reports and returns of the activity to the Management, the Group and any statutory body (e.g. IRA monthly and annual returns)
• Support underwriters and business developers in their relationships with clients and intermediaries with regards to claims.

Key Responsibilities

• Developing processes to manage claims in accordance with client satisfaction, company guidelines, and regulatory guidelines;
• Ensuring the customer is treated fairly with excellent service in accordance with the policy contracted with the company, the industry and company guidelines.
• Processing claims notifications, analyzing claims, guiding policy holders on how to proceed, handling and settling the claims, above market standard metrics
• Keep track of claims process delays and performances, and keep track of any information for audit purposes.
• Handling any complaints associated with a claim.
• Training the team on how to handle claims and clients.
• Investigating potentially fraudulent claims.
• Set control standards to oversee effectiveness of claims procedures, operations and performances, and assess skill of the staff.
• Building relationships with loss adjusters, forensic accountants and solicitors, as well as other legal/claims professionals.
• Involvement in loss adjusting activities and in legal discussions relating to settlement.
• Seeking legal recovery of money paid out
• Taking responsibility for productivity and profit.
• Contribute to establishing technical provisions

Experience & Qualifications

• Bachelor’s degree in Insurance/Business Administration
• Certificate of Insurance (COP)
• Diploma in Insurance from AIIK/ACII or its equivalent
• At least 5 years relevant experience
• In depth understanding of local claims environment and market practices
• Proven experience in claims management for commercial and personal line products
• Proven experience in building a claims network
• Proven experience in tracking frauds
• Should have accuracy and attention to detail
• Should have experience in training and management.