About Us

CIC Insurance Group is a leading insurance and financial services organization with over five decades of experience supporting individuals, families, cooperatives, SMEs, and corporates to achieve financial security.

The Group offers a diversified portfolio spanning general insurance, life assurance, microinsurance, asset management, and investment solutions, with operations in Kenya, Uganda, South Sudan, and Malawi, and is listed on the Nairobi Securities Exchange.

Our tagline, “We Keep Our Word,” reflects our unwavering commitment to integrity, transparency, and delivering on our promises to clients, regulators, partners, and communities. CIC is committed to innovation, digital transformation, and prudent risk management to deliver sustainable value across its markets.

About the Role

Reporting to the Claims Manager, the Assistant Claims Manager – General role will support the effective and efficient management of the claims function by ensuring accurate, timely, and fair assessment and settlement of claims; maintaining prudent and adequate reserving; ensuring full compliance with regulatory, policy, and governance requirements; and driving continuous improvement of claims processes, service delivery, and operational controls, while providing strong leadership, guidance, and development support to the claims team.

PRIMARY RESPONSIBILITIES:

Claims Approval & Settlement

• Review, verify, and approve discharge vouchers within delegated authority limits.
• Authorize claim payments in accordance with approved limits, policy provisions, and company guidelines.
• Ensure all claims are processed, approved, and settled accurately and within defined turnaround times (TATs).
• Monitor settlement quality to ensure alignment with underwriting intent, policy terms, and regulatory requirements.
• Escalate complex, high‑value, or contentious claims with clear recommendations and justification.

Claims Reserving & Review

• Establish, review, and adjust reserves based on updated information, claim progression, and exposure assessments.
• Monitor reserve adequacy to ensure accurate claim provisioning and mitigate financial risk.
• Conduct periodic reserve reviews and provide explanations for material adjustments or variances.
• Ensure reserving practices adhere to internal guidelines, actuarial input, and regulatory standards.

Risk Management & Underwriting Support

• Analyse claims trends, loss ratios, and emerging risks to identify patterns, root causes, and improvement opportunities.
• Provide underwriting teams with regular claims insights to strengthen pricing, risk assessment, and product development.
• Support refinement of underwriting guidelines based on claims experience and risk issues.
• Participate in risk surveys, post‑loss assessments, and technical investigations where required.
• Appoint service providers (investigators, assessors, garages etc.) in a timely manner

Customer Service & Complaints Handling

• Address customer, intermediary, and service provider queries and complaints related to claims.
• Ensure clear, fair, and timely communication with all stakeholders throughout the claim’s lifecycle.
• Handle sensitive, escalated, or complex complaints in line with Treating Customers Fairly (TCF) principles.
• Maintain productive relationships with brokers, agents, loss adjusters, repairers, and other service providers.

Regulatory & Management Reporting

• Prepare and submit accurate monthly claims reports to the Insurance Regulatory Authority (IRA) within stipulated timelines.
• Ensure data integrity, completeness, and compliance with statutory and internal reporting requirements.
• Support internal and external audits by providing required documentation and clarifications.
• Contribute to management reports on claims trends, performance indicators, and emerging risks.

Appeals & Ex‑Gratia Claims Management

• Coordinate the preparation and presentation of appeals and ex‑gratia requests to relevant committees.
• Ensure proper documentation, justification, and approval of all ex‑gratia settlements.
• Track appeal resolutions and extract lessons learned to improve claims processes and decision‑making.

People Management & Development

• Supervise, coach, and mentor claims staff to enhance technical competence, productivity, and service excellence.
• Conduct performance appraisals, provide structured feedback, and implement development plans.
• Allocate workloads, monitor productivity, and ensure quality and turnaround standards are consistently met.
• Foster a culture of accountability, teamwork, ethical conduct, and continuous improvement.

Decision‑Making & Accountabilities

Financial Impact Decisions

• Provide input into claims department planning, budgeting, and cost‑control initiatives.
• Approve claim settlements within delegated authority levels.
• Offer expert recommendations on declined, disputed, or negotiated claims.
• Influence loss control measures, reserving accuracy, and overall claims cost management effectiveness.

Process, Customer & People Impact Decisions

• Communicate claim decisions formally and professionally to clients, partners, and intermediaries.
• Identify, recommend, and implement improvements in claims handling processes and workflows.
• Provide coaching, feedback, and performance guidance to team members.
• Ensure compliance with service standards, ethical practices, regulatory requirements, and internal policies.

Who We’re Looking For

Academic & Professional Qualifications

• Bachelor’s degree in Actuarial, Business Administration or a related discipline.
• Professional insurance qualification such as ACII, CII, Diploma in Insurance

Experience

• Minimum of 5 years’ experience in Claims Management.

Key Competencies

• Claims Technical Expertise – Strong knowledge of policy interpretation, claims assessment, settlement, and reserving practices.
• Analytical & Judgment Skills – Ability to analyse complex claims, assess risk and quantum, and make sound, fair decisions.
• Decision-Making & Accountability – Confident, timely decision-making within delegated authority with clear ownership of outcomes.
• Customer & Stakeholder Management – Professional handling of customers, intermediaries, complaints, and external service providers.
• Leadership & People Development – Ability to coach, mentor, and manage claims staff to achieve performance and quality standards.
• Planning & Time Management – Strong organization and prioritization skills to meet turnaround times and service levels.
• Communication & Reporting – Clear written and verbal communication, including regulatory and management reporting.
• Ethics, Compliance & Integrity – Commitment to ethical conduct, regulatory compliance, and Treating Customers Fairly principles.

Our Values

CIC Insurance Group is guided by the following core values:

• Trust & Integrity: We keep our word
• Human-Centred Innovation: We pioneer solutions that transform lives
• Resourceful Collaboration: We achieve the impossible together
• Inclusive Impact: We create prosperity for every community
• Velocity & Excellence: We deliver exceptional results with momentum
• Enduring Cooperative Spirit: We anchor our heritage while building the future

• Review, verify, and approve discharge vouchers within delegated authority limits.
• Authorize claim payments in accordance with approved limits, policy provisions, and company guidelines.
• Ensure all claims are processed, approved, and settled accurately and within defined turnaround times (TATs).
• Monitor settlement quality to ensure alignment with underwriting intent, policy terms, and regulatory requirements.
• Escalate complex, high‑value, or contentious claims with clear recommendations and justification.
• Establish, review, and adjust reserves based on updated information, claim progression, and exposure assessments.
• Monitor reserve adequacy to ensure accurate claim provisioning and mitigate financial risk.
• Conduct periodic reserve reviews and provide explanations for material adjustments or variances.
• Ensure reserving practices adhere to internal guidelines, actuarial input, and regulatory standards.
• Analyse claims trends, loss ratios, and emerging risks to identify patterns, root causes, and improvement opportunities.
• Provide underwriting teams with regular claims insights to strengthen pricing, risk assessment, and product development.
• Support refinement of underwriting guidelines based on claims experience and risk issues.
• Participate in risk surveys, post‑loss assessments, and technical investigations where required.
• Appoint service providers (investigators, assessors, garages etc.) in a timely manner
• Address customer, intermediary, and service provider queries and complaints related to claims.
• Ensure clear, fair, and timely communication with all stakeholders throughout the claim’s lifecycle.
• Handle sensitive, escalated, or complex complaints in line with Treating Customers Fairly (TCF) principles.
• Maintain productive relationships with brokers, agents, loss adjusters, repairers, and other service providers.
• Prepare and submit accurate monthly claims reports to the Insurance Regulatory Authority (IRA) within stipulated timelines.
• Ensure data integrity, completeness, and compliance with statutory and internal reporting requirements.
• Support internal and external audits by providing required documentation and clarifications.
• Contribute to management reports on claims trends, performance indicators, and emerging risks.
• Coordinate the preparation and presentation of appeals and ex‑gratia requests to relevant committees.
• Ensure proper documentation, justification, and approval of all ex‑gratia settlements.
• Track appeal resolutions and extract lessons learned to improve claims processes and decision‑making.
• Supervise, coach, and mentor claims staff to enhance technical competence, productivity, and service excellence.
• Conduct performance appraisals, provide structured feedback, and implement development plans.
• Allocate workloads, monitor productivity, and ensure quality and turnaround standards are consistently met.
• Foster a culture of accountability, teamwork, ethical conduct, and continuous improvement.
• Provide input into claims department planning, budgeting, and cost‑control initiatives.
• Approve claim settlements within delegated authority levels.
• Offer expert recommendations on declined, disputed, or negotiated claims.
• Influence loss control measures, reserving accuracy, and overall claims cost management effectiveness.
• Communicate claim decisions formally and professionally to clients, partners, and intermediaries.
• Identify, recommend, and implement improvements in claims handling processes and workflows.
• Provide coaching, feedback, and performance guidance to team members.
• Ensure compliance with service standards, ethical practices, regulatory requirements, and internal policies.

• Claims Technical Expertise – Strong knowledge of policy interpretation, claims assessment, settlement, and reserving practices.
• Analytical & Judgment Skills – Ability to analyse complex claims, assess risk and quantum, and make sound, fair decisions.
• Decision-Making & Accountability – Confident, timely decision-making within delegated authority with clear ownership of outcomes.
• Customer & Stakeholder Management – Professional handling of customers, intermediaries, complaints, and external service providers.
• Leadership & People Development – Ability to coach, mentor, and manage claims staff to achieve performance and quality standards.
• Planning & Time Management – Strong organization and prioritization skills to meet turnaround times and service levels.
• Communication & Reporting – Clear written and verbal communication, including regulatory and management reporting.
• Ethics, Compliance & Integrity – Commitment to ethical conduct, regulatory compliance, and Treating Customers Fairly principles.

• Bachelor’s degree in Actuarial, Business Administration or a related discipline.
• Professional insurance qualification such as ACII, CII, Diploma in Insurance