Background information about the job or company (e.g., role context, company overview)

The Senior Claims Handler manages a portfolio of complex and higher-value claims from notification through to settlement, acting as the technical claims authority and client advocate within the broking relationship. The role requires strong coverage interpretation skills, insurer negotiation experience, and the ability to mentor junior claims staff. The role also requires skills in claims data analytics, and digital claims platforms.

Responsibilities or duties

Register new claims, notify insurers immediately, audit claim files and maintain client claims files in safe custody with file notes of all client and insurer communication.

Process claims documents, collect, analyse and submit them to insurers, and settle claims within the agreed time frame.Study loss adjusters’ reports and consult seniors on complex claims, attending to straightforward claims promptly.

Analyse claims data, loss ratios and emerging trends, identify root causes of recurring losses and advise clients on risk improvement, policy adequacy and claims mitigation.

Provide technical advice on policy interpretation, coverage and claim admissibility, escalating complex matters.

Act as the primary claims contact for assigned clients, responding to queries and requests with the required information and recommendations and following up on pending matters.

Visit clients quarterly with the underwriting team during renewal visits and conduct additional site and service visits as need arises.

Schedule and attend client review meetings, hold monthly claims meetings with clients having over twenty claims, and prepare minutes within five days.

Prepare and issue claims reports and statistics to clients and the Broking team and prepare correspondence and notes of meetings held with clients and insurers.

Assist the Manager in compiling information for claims committee meetings, the monthly EXCO claims report and other ad hoc reports.

Supervise, coach and mentor team members: allocate work, review quality and turnaround of output, and monitor performance against service standards.

Engage with insurers to ensure efficiency of the claims process and speedy settlement, including periodic claims meetings with insurers.

Perform any other duties that may be assigned to you.

Qualifications or requirements (e.g., education, skills)

A Bachelor’s degree in Actuarial Science or a business related degree.

A completed or ongoing professional insurance qualification (Diploma in Insurance, ACII, or equivalent) will be an added advantage.

Sound technical knowledge of general insurance claims, policy wordings and claims documentation.

Strong ability to interpret policy wordings, exclusions, and conditions in the context of a live claim

Understanding of quantum assessment, subrogation, and recovery processes

Familiarity with dispute resolution mechanisms, including mediation and, where relevant, litigation processes

Proficiency in MS Word, Excel and PowerPoint and in claims management systems.

Demonstrated ability to supervise, coach and mentor a team and to manage workload allocation and performance.

Strong claims analysis skills, including the ability to interpret claims data, loss ratios and trends and draw practical conclusions.

Report preparation skills, producing accurate, well presented claims reports and statistics for clients, management and EXCO.

Client advisory and relationship management skills, with confidence in a front facing role and client visits.

Can work independently, cope with high volumes of work and produce accurate and efficient output.

Good planning, organizational, interpersonal and presentation skills.

Be dependable, respect confidentiality and contribute to team initiatives.

Organisational skills- prioritization skills across a portfolio of claims with differing urgency and complexity; and Sound judgment in escalation decisions.

Ability to apply artificial intelligence tools to daily tasks, including claims data analysis, document review, correspondence drafting and report generation, while exercising professional judgment and safeguarding client confidentiality.

Experience needed

At least five (5) years’ experience in insurance claims handling, covering client engagement, claims analysis and reporting, of which at least one (1) year is supervisory.

Experience of working directly with loss adjusters, legal counsel, and insurer claims teams

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Works on high demand of the clients due to the nature of their operations.

Handles complex, sensitive and high value claims requiring interpretation of policy wordings, loss adjusters’ reports and market practice.

Able to draw conclusions based on the clients’ needs and apply results to the organisation’s business operations, demonstrating good judgment in selecting methods and techniques for obtaining solutions.

Decisions normally have impact on the functional area and on clients and/or other parts of the company, and are typically guided by functional practices, management precedents and professional standards.

Exercises discretion in recommending claim settlements and prioritizing the team’s workload, within the delegated authority limits.

Builds and retains relationships with clients, insurers, loss adjusters and other service providers.

Uses knowledge to provide consultative advice and recommendations within specific functional areas.

Front facing role that represents the business at client meetings, renewal visits and service reviews.

Works under the supervision of the Technical/Claims Manager.

Supervises a team of claims handlers, allocating work, reviewing output, coaching and mentoring team members.

• Register new claims, notify insurers immediately, audit claim files and maintain client claims files in safe custody with file notes of all client and insurer communication.
• Process claims documents, collect, analyse and submit them to insurers, and settle claims within the agreed time frame.Study loss adjusters’ reports and consult seniors on complex claims, attending to straightforward claims promptly.
• Analyse claims data, loss ratios and emerging trends, identify root causes of recurring losses and advise clients on risk improvement, policy adequacy and claims mitigation.
• Provide technical advice on policy interpretation, coverage and claim admissibility, escalating complex matters.
• Act as the primary claims contact for assigned clients, responding to queries and requests with the required information and recommendations and following up on pending matters.
• Visit clients quarterly with the underwriting team during renewal visits and conduct additional site and service visits as need arises.
• Schedule and attend client review meetings, hold monthly claims meetings with clients having over twenty claims, and prepare minutes within five days.
• Prepare and issue claims reports and statistics to clients and the Broking team and prepare correspondence and notes of meetings held with clients and insurers.
• Assist the Manager in compiling information for claims committee meetings, the monthly EXCO claims report and other ad hoc reports.
• Supervise, coach and mentor team members: allocate work, review quality and turnaround of output, and monitor performance against service standards.
• Engage with insurers to ensure efficiency of the claims process and speedy settlement, including periodic claims meetings with insurers.
• Perform any other duties that may be assigned to you.

• Strong coverage interpretation skills
• Insurer negotiation experience
• Ability to mentor junior claims staff
• Claims data analytics
• Digital claims platforms
• Proficiency in MS Word, Excel and PowerPoint
• Proficiency in claims management systems
• Ability to supervise, coach and mentor a team
• Manage workload allocation and performance
• Strong claims analysis skills
• Ability to interpret claims data, loss ratios and trends
• Report preparation skills
• Client advisory and relationship management skills
• Confidence in a front facing role
• Ability to work independently
• Cope with high volumes of work
• Produce accurate and efficient output
• Good planning skills
• Good organizational skills
• Good interpersonal skills
• Good presentation skills
• Dependability
• Respect confidentiality
• Contribute to team initiatives
• Prioritization skills across a portfolio of claims
• Sound judgment in escalation decisions
• Ability to apply artificial intelligence tools to daily tasks

• A Bachelor’s degree in Actuarial Science or a business related degree.
• A completed or ongoing professional insurance qualification (Diploma in Insurance, ACII, or equivalent) will be an added advantage.
• Sound technical knowledge of general insurance claims, policy wordings and claims documentation.
• Strong ability to interpret policy wordings, exclusions, and conditions in the context of a live claim
• Understanding of quantum assessment, subrogation, and recovery processes
• Familiarity with dispute resolution mechanisms, including mediation and, where relevant, litigation processes