Founded in 2000 with headquarters in Lagos, Nigeria, Capital Express Assurance has grown over the years to become one of the biggest life insurers in West Africa and has made the extra step to add Eastern Africa region to its global footprint. Operating as Capex Life Assurance in Kenya, we operate as a specialist life insurance company, with our major businesses ordinary life and superannuation combining our expertise to deliver customized products, comprehensive solutions and advisory services to our clients.

Summary

Reporting to the Head of Claims, the role holder will be responsible for contributing towards implementation of the Company’s general business claims strategy to achieve the company’s mission of providing quality insurance and financial services through customer centric culture and speedy settlement of claims

Duties and responsibilities:

• Manage of claims at the individual and portfolio level, to optimize expenditure and achieve.
• High levels of satisfaction to all stakeholders through high quality claims management and complaint resolution.
• Drive a positive brand image to our customers by executing the Company’s culture of professionalism, integrity, effectiveness, and dynamic attitude.
• Implement plans and initiatives to increase customer satisfaction and retention through formulating, documenting, and executing claims strategies.
• Contribute to achievement of a Customer centric culture by developing initiatives that ensure customer satisfaction through consistent engagements.
• Manage and monitor claims portfolios to optimize performance by ensuring regular reviews as required by the company’s claims’ controls and standards.
• Advise reinsurance and finance departments of any material claims as set out in our business treaties, protocols and procedures and liaising with Reinsurance and Legal departments for effective recoveries.
• Contribute towards the business development strategy by attending Broker/ client meetings to articulate the Company’s claims’ philosophy handling and customer excellence
• Collect the analyzed reports of potential or existing insured’s claims experience and claim trends that have the potential of impacting on profit and loss account of the company.
• Approve and/or recommend claims for settlement/ rejection in line with the terms and conditions of the insurance policies and financial authority and having a thorough knowledge of industry regulations /changes for compliance and the company’s claims and underwriting control standards.
• Ensure customer service by managing strong relations with Brokers and Client’s in line with Company’s strategic objectives.
• Coach, mentor, develop, motivate, train and evaluate staff in the claims section to achieve highest levels of performance.
• Prepare, monitor and report of the claim’s budgetary allocations.

Education and/or Work Experience Requirements:

• University Graduate in business related degree with a specialty in Commerce/Finance, Business Administration, Insurance, law or any related field
• Professional qualification in insurance field.
• Proficient in the use of Microsoft Office suite & packages (Word, Excel and power point)
• ACII or Diploma AAIK
• Relevant work experience: At least 7 years experience Managerial experience drawn from the insurance industry