Head of Claims

The Head of Claims directs and oversees the operations of the Claims Department to achieve operational, financial, and service objectives. This role provides strategic guidance, sets policies, and ensures effective handling of claims across the company's product portfolio, based on policy coverage, accurate appraisal, and verifiable loss assessment.

KEY RESPONSIBILITIES:

Claims Control & Operations

• Lead the strategic processing and payment of claims in line with company policies and regulations.
• Stay updated on changes in legislation and regulations affecting insurance claims.
• Develop budgets, policies, and procedures to support departmental effectiveness.
• Provide guidance to team members on complex and high-value claims.
• Oversee daily operations to ensure smooth workflow and efficient service delivery.
• Act as the primary reference point for all direct and reinsurance claims.
• Monitor workload distribution and ensure targeted response times are achieved.
• Ensure claims are properly investigated, assessed, and documented.
• Oversee claim reserving practices and ensure annual file reviews are completed.
• Enforce compliance with reporting, approval, and settlement authority limits.

Underwriting Feedback and Risk improvement

• Identify and analyse risks associated with insurance policies.
• Alert management on deficiencies in policy coverage and emerging adverse claims trends.
• Collaborate with relevant departments to implement corrective measures.

Marketing Through Claims

• Participate in client visits with the Marketing Department to better understand insured businesses and build strong relationships.
• Promote a proactive approach to claims settlement within the department.
• Foster a culture of Customer Service Excellence by ensuring prompt, courteous service to all customers.

Credit Control

• Ensure subrogation recovery action is taken in respect of files with potential recovery
• Ensure timely recovery of co-insurance outward claims and cash calls.
• Manage salvage recovery processes efficiently.
• Collaborate with Finance on bad debt provisions by providing claim documentation and attending necessary meetings.

Administration

• Ensure the department has adequate resources and facilities.
• Review the performance of external service providers (e.g., adjusters, surveyors, lawyers) annually.

People Leadership & Development

• Conduct training needs analysis for all Claims Department staff.
• Provide coaching, counselling, and mentorship as required.
• Conduct annual performance appraisals and link them to training and career development plans.

Others

• Participate in company transformation and process improvement projects.
• Undertake any additional duties assigned by management.

KEY REQUIREMENTS:

• Diploma or Degree in Insurance, Business Administration, or related fields
• Bachelor's degree, preferably in Law or an Insurance-related field.
• Minimum 10 years of claims management experience, with a strong background in the insurance industry (mandatory).
• In-depth knowledge of claims operations and the broader insurance function.
• Strong analytical and problem-solving abilities.
• Ability to operate effectively at both strategic and operational levels.
• Strong decision-making and problem-solving skills in complex situations.
• Excellent communication and interpersonal skills.
• Fluent in verbal and written English