Assistant Manager – Motor Claims

The Assistant Manager will provide operational support within the Claims Department. This role involves processing motor insurance claims efficiently, fairly, and courteously, with a strong emphasis on maintaining customer satisfaction, ensuring company profitability, and upholding a positive corporate image. Additionally, the Assistant Manager will be responsible for recommending and implementing best practices to ensure the thorough and timely settlement of motor-related claims. The position requires close collaboration with customers, insurance agents, and external stakeholders to effectively resolve claims issues and enhance overall customer satisfaction. The Assistant Manager will also be expected to manage the Motor Claims Department in the absence of the Claims Manager.

1. Coordinate and maintain expeditious and efficient processing of claims and ensure customer needs are met promptly.
2. Liaise with branch staff to manage, resolve and ensure settlement of motor claims.
3. Process motor claims and ensure that claims are paid within the set TAT.
4. Resolving customers’ complaints and disputes swiftly and fairly to guarantee customer satisfaction.
5. Approve claims settlement within agreed limits.
6. Analyse claims data to identify issues and ensure that all relevant issues relating to underwriting policies, reinsurance arrangements, and product pricing are identified and communicated to relevant stakeholders.
7. Examining loss assessment reports and recommending settlement or repudiation.
8. Assist and manage queries escalated by staff, brokers, clients or service providers to ensure timeous resolution.
9. Ensure that all the cost containment strategies in motor claims section are adhered to.
10. Collaborate with underwriting department on areas or actions that may minimize losses or risk improvement recommendations.
11. Escalate poor performing accounts to management for remedial action.
12. Ensure all claims fall within the scope of the respective insurance policies.
13. Formulate and oversee claims management practices and procedures.
14. Liaise with audit team to ensure all the identified issues are resolved and closed as per the timelines set.
15. Develop and implement best practices for claims handling, ensuring compliance with regulatory requirements.
16. Train, mentor, and lead the claims team to enhance their skills and improve overall performance.
17. Analyze claims data to identify trends, improve processes, and reduce fraudulent claims.
18. Compile monthly and periodical claims statistics and draw inferences for further action.
19. Provide exceptional customer service by addressing inquiries and resolving complaints related to motor claims.

1. Bachelor’s degree in a relevant field, preferably Insurance and Risk Management.
2. Professional qualification in AIIK, ACII or an equivalent.
3. At least 8 years’ experience in general insurance claims with at least five years at supervisory level.
4. Have a thorough understanding of insurance, claims management, regulatory compliance, and demonstrable commercial acumen.
5. Strong understanding of insurance industry concepts, practices, products and services as well as Insurance regulatory requirements.
6. Good understanding of underwriting procedures.
7. Be conversant with laws applicable to industry and the emerging trends.
8. Basic knowledge of accounting principles, practices and professional standards.
9. Report writing skills.
10. Proven analytical and problem-solving abilities.
11. Results driven and action oriented.
12. Collaborative team player with demonstrated ability to manage a team through delegation.
13. Agile mindset with demonstrated ability to manage tasks with competing deadlines.
14. High levels of integrity, ethical standards, dependability, accountability and ability to work independently.
15. Ability to empower colleagues.
16. Able to read between the lines, with attendant curiosity.
17. Demonstrated client focus.
18. Strong negotiation and persuasion skills.