Team Leader, Claims job at Liberty & Heritage Insurance
Job Description
Job Summary
The Team Leader – Claims will oversee and coordinate claims processing activities to ensure timely, accurate, and customer-focused claims settlement in line with company policies and regulatory requirements. The role involves supervising a claims team, improving operational efficiency, and maintaining high service standards. This position is ideal for an experienced claims professional with strong leadership and people management skills.
Key Duties & Repsonsibilities
- Receive reports on new claims and ensure they are promptly registered and handled in accordance with our Customer Service Charter.
- Ensure all claims are handled professionally within the terms and conditions of policies issued.
- Ensure settlement offers and payments are processed promptly in line with set targets
- Evaluate and settle claims in accordance with delegated authority, to effect fair and prompt disposal of cases and to contribute to a reduced loss ratio
- Continuously monitor turnaround time of claims and benefits settlement and take or suggest corrective measures where there are gaps in claim process.
- Initiate and actualize claims cost management measures within the Treating Customer Fairly (TCF) guidelines
- Appoint service providers such as assessors, investigators and loss adjusters
- Oversee the preparation of claims statistical reports within the stipulated time
- Verify and analyse data used in settling claims to ensure that claims are valid and that settlements are made according to company practices and procedures
- Advice claimants regarding basic matters about their insurance coverage in relation to the insurance claims
- Confer with legal counsel on claims requiring litigation
- Undertake portfolio analysis and risk recommendation reporting to underwriting department
- Review reports from service providers and make appropriate recommendations on payment and any further action.
- Preparation of weekly and monthly claims reports for presentation to the Manager for review
- Continuous review of claims reserves to ensure they are adequate at all times
- Deal with general correspondences
- Maintain a high level of service to customers at all points of contact such as telephone calls, emails, letters or personal visits
- Prompt attention to complaints
- Ensure compliance with SLAs by all stakeholders and initiate corrective action for any breach
- Conduct training for intermediaries as may be necessary for them to understand our products
- Be instrumental in implementing strategic objectives
- Supervise all direct reports to ensure productive use of time and maintenance of discipline
- Appraise, train and develop staff for more challenging roles
- Ensure accurate data capture including tagging of service providers
- Participate in the scheduled quarterly reviews of files
- Embrace governance requirements with respect to KYC/AML/Data protection requirements per governing Acts.
Educational Qualifications, Experience, & Skills Required
- Bachelor’s Degree in Business Management, Insurance, Economics or Related Discipline
- Progress towards Diploma in Insurance (ACII or AIIK), (at least 5 papers or equivalent)
- 6-8 years’ experience in claims management in the insurance industry
- Customer, market and competitor understanding.
- Knowledge of insurance industry and concepts
- Knowledge of insurance regulatory requirements
- Knowledge of medical underwriting processes, procedures and concepts
- Negotiation skills
- Business management skills
- Excellent analytical skills
- Excellent organizational and stakeholder management skills
Application Procedure
If you meet the above requirements, you are encouraged to forward your application and updated CV to [email protected] by 10th February 2026. Clearly state the job title on the subject heading.
Liberty Kenya is an equal opportunity employer and actively encourages diversity. Please note that only shortlisted candidates will be contacted.
Personal data collected will be used for recruitment purposes and in accordance with the privacy statement on our website https://www.liberty.co.ke
