The purpose of this position is to manage the end-to-end claims process, from notification to claim release, while ensuring accuracy, compliance, and exceptional customer service.

Key responsibilities

• Register new claims and ensure all required documentation is collected for processing.
• Assign assessors to conduct claim assessments and document their findings.
• Prepare file notes for approval, ensuring all claims are thoroughly vetted before further processing.
• Issue repair authority to approved garages, ensuring compliance with company policies.
• Solicit and evaluate bids from fitters for windscreen repairs, ensuring cost-effectiveness and quality service.
• Handle walk-in client complaints, providing timely resolutions and customer support.
• Analyze claims to determine validity, risk exposure, and appropriate action.
• Liaise with underwriting and finance teams to investigate and resolve any claim discrepancies.
• Process payments for clients and garages, ensuring accuracy and adherence to internal controls.
• Conduct monthly reserving and quarterly reserve reviews to ensure accurate financial forecasting.
• Identify recovery matters to be escalated to the Recovery Officer for further action
• Follow up on the receipting of excess contribution or any other amounts payable to the company with the finance department.
• Respond to claim inquiries from clients, agents, and other stakeholders.
• Appoint service providers, negotiate service costs, and oversee the processing of their invoices.
• Prepare initial demand letters for third-party claims and ensure follow-up actions are taken.
• Address and resolve customer complaints related to claims processing in a timely manner, ensuring excellent customer service provision.
• Oversee the end-to-end processing of both motor and non-motor claims, ensuring compliance with policies and industry regulations.
• Any other responsibilities assigned to the jobholder by the supervisor from time to time.

Educational Requirements

• Bachelor’s Degree in insurance or related field
• A Diploma in Insurance is an added advantage

Related Job Experience/Qualifications

• Two (2) years of experience in insurance industry.