Claims Manager at ICEA Lion Group

• The Claims Manager is responsible for overseeing and coordinating the day-to-day activities of the claims and legal department in ensuring that claims handling guidelines are followed and that claims are processed and settled in accordance with established procedures and in strict adherence to policy terms and conditions without undue delay

Roles and Responsibilities

• Developing and implementing the claims strategy in line with overall company strategic objectives.
• Performing claim investigations including evaluation of elements of the event, damages, verification, cause of loss, reviewing of the loss adjusters’ reports, and vet claims processed by staff.
• Approving settlement offers and payments in line with claims handling procedures and in strict adherence to policy terms and conditions.
• Ensuring that claims processing is concluded without undue delay.
• Guiding staff in the department towards process improvements and a high level of service delivery in prompt processing, payment of claims, and prompt handling of complaints so as to retain existing and attract new clients.
• Negotiating settlement of claims, out-of-court negotiations, judgments, and appeals and make appropriate recommendations to top management.
• Pursuing and coordinating recoveries from third parties and facilitative recoveries, disposing of salvages in accordance with established procedures, and maintaining records for all salvages before and after sale.
• Providing risk improvement services to clients including identifying exposures with significant loss potential and evaluation of preventative maintenance management programs.
• Coordinating and undertaking claims review process to ensure all claims are well provided for and adequate reserves are maintained for all claims in order to reflect the true liability of the company.
• Ensuring that cheque requisitions are properly checked before submission to the CEO for approval.
• Seeking legal advice from the Company lawyers on contentious claims matters.
• Appointing investigators, loss assessors, and adjusters, from the official list approved by the Company, to handle and advise on technical and professional claims aspects; monitoring the performance of these intermediaries.
• Continuously reviewing and proposing claims handling procedures by recommending possible measures to enhance the company's competitive ability.
• Ensuring adequate reserves are maintained at the registration of the claim and upon receipt of additional information and conducting reserves review exercise twice a year.
• Coordinating prompt preparation of statutory and industry returns to the relevant institutions.
• Calculating loss ratios for use by the Underwriting Department and Business Development Department.
• Participating in Customer Service activities and implementation of Customer service standards.
• Providing excellent customer experience throughout the department by ensuring that processing of all claims is handled accurately and in a timely manner.
• Developing and maintaining effective working relationships with service providers and clients through correspondence, client visits phone calls, and email.
• Engaging with intermediaries and facilitating Service level agreements.
• Working together with Business Development in review of accounts falling for renewal and acquisition of new business.​

Requirements

• Bachelor's degree in insurance, or related discipline from a reputable university.
• Professional qualification(s) in insurance, e.g. ACII, FCII, or equivalent.
• LLB degree is considered an added advantage
• At least ten (10) years’ experience in claims management
• Strong leadership and skills to foster teamwork; develop and motivate staff, resolve conflicts as well as the ability to provide direction, guidance, momentum, and vision in order to achieve organizational objectives.
• Strong communication and presentation skills
• High-level interpersonal and cross-cultural skills, including the ability to build alliances and collaborative relationships with sensitivity to diversity.