Claims Manager

The Claims Manager is responsible for managing and coordinating insurance claims on behalf of clients, ensuring prompt, fair, and efficient settlement in line with policy terms and insurer requirements. The role acts as the key liaison between clients, insurers, loss adjusters, and other stakeholders to protect clients' interests and deliver high-quality claims advocacy.

KEY RESPONSIBILITIES

• Manage the end-to-end claims process for all classes of insurance handled by the brokerage.
• Act as the primary point of contact for clients throughout the claim's lifecycle.
• Review insurance policies to confirm coverage, conditions, and exclusions before claim submission.
• Prepare, submit, and follow up on claims documentation with insurers and reinsurers as required.
• Liaise with insurers, loss adjusters, surveyors, legal advisors, and service providers to expedite claim resolution.
• Negotiate claim settlements with insurers to achieve the best possible outcome for clients.
• Monitor claim progress, reserves, and settlement timelines to ensure service level compliance.
• Handle complex, disputed, repudiated, or litigated claims and escalate issues where necessary.
• Provide regular claims status updates and reports to clients and management.
• Ensure compliance with insurance regulations, brokerage procedures, and ethical standards.
• Identify claim trends and provide feedback to the placement and risk advisory teams.
• Lead, train, and supervise claims officers or executives within the brokerage.
• Support client retention and business development through effective claims service delivery.

EXPERIENCE, SKILLS AND COMPETENCIES

• Bachelor's degree in insurance, business administration, risk management, law, or a related field
• Professional insurance qualification (e.g., ACII, CII, AII, or equivalent) is an advantage
• Minimum of 5–8 years of insurance claims experience, preferably within a brokerage or insurer
• Proven experience handling multi-class and complex claims
• Strong negotiation and client advocacy skills
• Excellent communication and interpersonal abilities
• Sound understanding of insurance policies and claims procedures
• Strong organizational and case management skills
• High integrity, professionalism, and confidentiality
• Proficiency in claims systems and MS Office applications