POSITION: Team Leader – Claims
REF NO: 010

Applications are invited from appropriately qualified candidates for the position of Team Leader – Claims in the Claims & Legal Department. The position is open to both Internal and External candidates.

DEPARTMENT: Claims & Legal
REPORTS TO: Claims & Legal Manager

JOB PURPOSE

The Team Leader – Claims will assist the Claims & Legal Manager in the management of the Claims section of the Claims & Legal Department. The work entails review of motor and non-motor claims, co-ordination of assessment and/or adjustment of losses, ensuring that appropriate reserves are held for all claims, determination of compensation due to insureds in line with the policy terms, review of payments to ensure that they are in line with the approved terms, work allocation and co-ordination of the claims team, preparation of management reports, IRA monthly reporting, and co-ordination of salvage disposals.

MAIN RESPONSIBILITIES

Claims Administration

• Evaluate and assess the information provided in the claims documents received.
• Assist in the maintenance of the overall claims handling systems.
• Respond to correspondence on claims.
• Maintain claim files, such as records of settled claims and an inventory of claims requiring detailed analysis.
• Ensure follow-up on various reports to avoid delay in claims settlement.
• Appoint loss adjusters, investigators, and assessors.
• Verify and analyze data used in settling claims to ensure that claims are valid and that settlements are made according to company practices and procedures.
• Investigate and review claims for coverage and/or liability.
• Ensure that claims handling is conducted in compliance with applicable statutes, regulations, and company policy.
• Liaise with loss adjusters, investigators, assessors, and doctors when reviewing claims to be paid.
• Ensure timely updates to clients on the progress of their claims and timely response to enquiries.
• Coordinate salvage tendering process.

Claims Settlement

• Analyze claims presented.
• Recommend claims to be approved and/or declined.
• Prepare approval and repair authority.
• Review service providers’ fees/invoices and ensure compliance with service level agreements and the prevailing tax requirements.
• Follow up the settlement of relevant claims including payments due to insureds and service providers.
• Ensure that claims are processed and paid in a timely and accurate manner.
• Follow up on recovery with other parties to make good the claims presented.
• Ensure timely issuance of third-party demand letters and update in the third-party recovery register where third parties are to blame.

Customer Relationship Management

• Resolve complaints/disagreements with service providers amicably to maintain a good working relationship.
• Respond to correspondence relating to claims handling emanating from brokers, clients, agents, etc.
• Interact with agents and claimants and meet them in person.
• Point out areas for clarification on documentation provided and investigate doubtful entries.
• Ensure the accurate and timely preparation and processing of all claims and payment transactions.
• Generate comprehensive monthly, quarterly, and annual claims reports for internal analysis by various departments and management, and for evaluation of the Company’s financial status.
• Assist in preparation of monthly reports to management on the department’s performance or on any other issue affecting the claims department.

BEHAVIORAL COMPETENCIES

• Demonstrate prudent ethical practices.
• Good interpersonal and public relation skills.
• Ability to maintain a high level of accuracy in preparing and entering information in the core business systems.
• Technical know-how and experience in analysis of data.
• Excellent written and verbal communication skills.
• Good negotiation skills and strong analytical skills.
• Ability to facilitate decision-making process.

ACADEMIC BACKGROUND & RELEVANT QUALIFICATIONS

• Bachelor’s Degree in Finance, Actuarial Science, Economics, or any other relevant field.
• Diploma in Insurance.
• Seven (7) years in claims management with at least two (2) years at Senior Claims Officer or Supervisory level.

How to Apply

All interested candidates should send their curriculum vitae and copies of their academic and professional certificates to ke-vacancies@mua.co.ke quoting the Job Reference Number and Position, by 6th January 2026.

All candidates must indicate their current gross pay and their expected monthly gross pay in the application letter.