About Company
ICEA LION Group is a leading financial services provider in Eastern Africa, offering a comprehensive range of insurance and asset management products and services. With a rich heritage spanning over a century, we are committed to protecting and growing the wealth of our clients across the region. Our mission is to be the trusted partner in financial services, delivering innovative solutions with integrity and professionalism. We foster a culture of excellence, continuous learning, and client-centricity, empowering our employees to achieve their full potential while contributing to the well-being of the communities we serve. Join a dynamic team where your contributions are valued, and your career growth is prioritized, making a tangible impact in people’s lives.
Job Description
Are you a meticulous and empathetic professional with a passion for customer service and a keen eye for detail? ICEA LION Group is seeking a dedicated Claims Officer to join our vibrant team in Eldoret, Uasin Gishu County. This pivotal role involves managing the end-to-end claims process for various insurance products, ensuring timely, fair, and accurate resolution for our valued clients. As a Claims Officer, you will be the primary point of contact for clients reporting incidents, guiding them through the necessary steps, assessing validity, and facilitating settlements. You will play a crucial role in upholding our commitment to exceptional service delivery and maintaining client trust during critical moments. This position demands strong analytical skills, excellent communication abilities, and a deep understanding of insurance principles and regulatory frameworks. You will work collaboratively with underwriters, legal teams, and external service providers to streamline processes and enhance overall claims efficiency. We are looking for someone who can expertly navigate complex claims, ensuring both customer satisfaction and adherence to company policies and industry regulations. If you are driven by a desire to make a tangible difference in people’s lives and thrive in a fast-paced environment, contributing to our operational excellence and enhancing our reputation as a leader in the financial services sector, we encourage you to apply.
Key Responsibilities
- Receive, register, and acknowledge new claims promptly, ensuring all necessary documentation is obtained and reviewed for completeness.
- Investigate and evaluate claims thoroughly by gathering information, interviewing claimants, and reviewing policy terms and conditions, as well as relevant evidence.
- Assess the validity of claims against policy coverage, establishing liability and potential quantum accurately and efficiently.
- Communicate regularly and effectively with claimants, brokers, and internal stakeholders, providing clear updates on claim status and explaining decisions with empathy and professionalism.
- Negotiate settlements with claimants and third parties in line with company guidelines, policy limits, and regulatory requirements, striving for fair outcomes.
- Process claim payments accurately and efficiently, ensuring strict compliance with internal controls, industry standards, and financial regulations.
- Identify and investigate potential fraudulent claims, escalating suspicious cases to the appropriate departments for further action and prevention.
- Maintain accurate, confidential, and up-to-date claims records in the claims management system, ensuring data integrity and easy accessibility for auditing.
- Collaborate proactively with legal teams, assessors, loss adjusters, and other external service providers to facilitate expedient and fair claims resolution.
- Prepare comprehensive claims reports for management, highlighting trends, challenges, and offering recommendations for continuous process improvement.
- Stay abreast of industry best practices, regulatory changes, and legal developments affecting claims processing to ensure ongoing compliance and effectiveness.
Required Skills
- Proven experience (minimum 2 years) in claims processing within the insurance industry.
- Excellent written and verbal communication skills in both English and Kiswahili.
- Strong analytical, critical thinking, and problem-solving abilities.
- High level of integrity, empathy, and professional ethics in handling sensitive client information.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with claims management software.
- Ability to work independently, manage a diverse caseload, and collaborate effectively as part of a team.
- Strong negotiation and conflict resolution skills, with a focus on achieving mutually beneficial outcomes.
- Customer-centric mindset with an unwavering commitment to delivering exceptional service excellence.
Preferred Qualifications
- Bachelor’s degree in Insurance, Commerce (Finance option), Business Administration, or a closely related field.
- Progress towards professional insurance qualifications (e.g., ACII, AIIK, or equivalent).
- Familiarity with regulatory requirements and legal frameworks governing insurance operations in Kenya.
- Experience across various insurance lines, including general insurance and/or life insurance claims processing.
Perks & Benefits
- Competitive salary package and performance-based bonuses.
- Comprehensive medical insurance coverage for you and your dependents.
- Robust retirement benefits plan to secure your future.
- Exceptional opportunities for professional development, training, and career advancement within a leading organization.
- A supportive, inclusive, and collaborative work environment that values innovation.
- Employee wellness programs designed to promote health and well-being.
- Generous annual leave and observance of all public holidays.
How to Apply
Interested and qualified candidates are invited to apply by clicking on the application link below. Please ensure your comprehensive CV and a compelling cover letter highlight your relevant experience, qualifications, and alignment with the requirements of this role. Only shortlisted candidates will be contacted for an interview.