Britam is a leading diversified financial services group listed on the Nairobi Securities Exchange. We offer a wide range of financial products and services in insurance, asset management, banking, and property across the Eastern Africa region. At Britam, we are driven by a strong purpose — to provide financial security every step of the way.
As part of our continued growth, we are expanding our team in the General Insurance division. If you are a detail-oriented professional passionate about claims processing and customer service, we invite you to explore our latest career opportunity: Claims Officer – General Insurance.
This is a chance to be part of a high-performing team, where your role will directly contribute to the efficient processing of insurance claims and support Britam’s commitment to delivering seamless customer experiences.
Position: Claims Officer – (2500002K)
Number of Openings: 2
Department: General Insurance
Work Location: Nairobi, Kenya
Job Purpose
The Claims Officer will be responsible for the end-to-end processing and payment of general insurance claims. This role is vital in ensuring customer satisfaction through the timely, accurate, and efficient handling of claims.
Key Responsibilities
- Claims Review & Processing
- Analyze and review all documents related to submitted insurance claims.
- Assess compliance with insurance policy terms and ensure claim submissions meet documentary requirements, specifically for non-motor claims.
- Initiate contact with claimants to explain their insurance coverage in relation to their claims.
- Provide clear guidance to claimants on documentation, coverage limitations, and timelines for processing.
- Client & Stakeholder Interaction
- Respond promptly and professionally to both internal and external inquiries concerning benefits, the claims process, and required documentation.
- Liaise with clients and intermediaries to ensure a smooth claims experience.
- Data Entry & Systems Management
- Record all claim transactions meticulously in the system.
- Manage the appointment and follow-up of third-party service providers, including Loss Adjusters, Surveyors, and Investigators.
- Ensure claims, appointments, and payments are accurately and completely entered into the system.
- Claims Documentation & Reporting
- Prepare and dispatch initial claim letters along with necessary forms to claimants.
- Follow up on the timely receipt of forms and supporting documents.
- Maintain and update claims reports for internal use including periodic reviews.
- Compile comprehensive reports for use in claims meetings and decision-making.
- Payment Processing & Recovery
- Process approved claims and service provider payments within defined Service Level Agreements (SLAs).
- Monitor and maintain claim reserves, participating in monthly, quarterly, and annual reserve reviews to ensure accuracy.
- Ensure all settlements are made on time and in line with the organization’s guidelines.
- Initiate recovery procedures for motor claims, excess of loss (XOL), facultative reinsurance (FacRe), or any other recoverable scenarios.
- Prepare and send demand letters and update recovery databases accordingly.
- Compliance & Procedures
- Adhere strictly to all procedures and guidelines outlined in the Claims Manual.
- Ensure every step taken aligns with internal policies and regulatory requirements.
- Work within the delegated authority as per the approved Delegated Authority Matrix.
- Service Provider Engagement
- Build and maintain strong relationships with service providers to enhance service delivery.
- Negotiate for favorable terms and cost savings from service providers in line with set targets.
- Performance Tracking
- Meet or exceed the performance standards outlined in your Personal Scorecard.
- Track and report personal KPIs relating to claims handling, turnaround time, and recovery success rates.
Key Performance Measures
Performance will be measured based on:
- Accuracy and timeliness of claims processing
- Customer satisfaction and feedback
- Recovery success rate
- Compliance with internal policies and regulatory standards
- Adherence to SLA and TAT targets
- Accuracy of data entered and maintained in systems
- Financial prudence in claims settlement
Delegated Authority
All actions and decisions must be within the defined limits of authority as per the Delegated Authority Matrix approved by Britam’s management. Any claims requiring approval beyond these limits must be escalated to the appropriate authority level.
Why Join Britam?
- Be part of a leading and reputable financial services provider in the region.
- Engage in impactful work that contributes directly to customer trust and operational excellence.
- Join a supportive team and an inclusive culture that nurtures professional development and growth.
- Receive competitive compensation and benefits while enjoying a work environment that prioritizes work-life balance.
How to Apply
Ready to take the next step in your career with Britam? We invite all qualified and interested candidates to review the full job details in the attached PDF and submit their applications via the official Britam Careers Portal.
