This role is responsible for overseeing and managing both the legal and non-legal claims department, ensuring efficient claims management, effective team performance and compliance with budgets and service standards while driving continuous improvement, addressing customer concerns, and managing relationships with internal stakeholders and external service providers.
Responsibilities
- Lead
and monitor compliance in claims reserving, approval and settlement
processes in line with company policies.
- Drive
cost control through negotiation of payables, budget preparation and
collaboration with Finance and Actuarial teams.
- Ensure
accurate, timely claims reporting to regulators and reinsurers while
enforcing turnaround times and data integrity across claims registers.
- Oversee
the salvage process to ensure timely disposal, proper receipting of sold
salvages and reduction of overall claims ratio.
- Manage
and significantly reduce cash-in-lieu settlements by promoting the use of
approved panel garages.
- Ensure
timely settlement of service provider fees in line with negotiated AKI
rates, signed SLAs and agreed terms and conditions.
- Manage
legal judgments through out of court settlements, track appeals and ensure
auctioneers’ fees are paid according to approved scales.
- Drive
the legal team to achieve annual recoveries of Kshs 20 million and ensure
timely filing of near-expiry claims to prevent lapses.
- Respond
to service provider queries within 48 hours to maintain effective
communication.
- Foster
positive relationships with service providers and ensure timely invoice
payments according to SLAs.
- Deliver
prompt, fair, and customer focused claims handling with timely responses
to emails, calls, and complaints ensuring efficient resolution within
performance targets.
- Oversee
efficient and compliant claims management, ensuring timely investigations,
fair settlements and alignment with regulatory and reinsurance
requirements.
- Implement
robust systems and controls to manage legal claims, authorize decisions,
monitor performance, and support strategic goals for loss ratios and
operational efficiency.
- Foster
collaboration across departments and stakeholders using insights from
claims data to enhance underwriting, improve customer experience and
strengthen governance practices.
- Ensure
accurate and compliant claims settlement through thorough data analysis,
investigations and strict adherence to company policies, SOPs, and
turnaround times.
- Strengthen
claims risk management by developing tools for fraud detection, enforcing
reserving and repudiation policies and maintaining updated judgment and
salvage processes.
- Enhance
operational efficiency and service delivery by proactively managing
service providers, implementing escalation frameworks and aligning with
industry trends and company standards.
- Provide
strategic leadership and effective supervision of the claims team, driving
performance, staff development and alignment with company objectives to
ensure high quality service delivery.
Qualifications
- A
Bachelor’s degree in business related course (Insurance Option, Business
Administration, Law and Finance) or equivalent from a recognized
university.
- Diploma
in ACII or AIIK or equivalent.
- Diploma
in Legal Studies from the Kenya School of Law (KSL).
- Minimum
of 9 years of relevant experience, with at least 5 years in a senior
claims
How to Apply
