SWIFT CAPITAL INSURANCE BROKERS

Position: Claims Officer

Department: Claims

Job Purpose

The Claims officer is responsible for supporting the effective administration, coordination, and follow-up of insurance claims on behalf of clients. The role focuses on timely claims notification, accurate documentation, liaison with insurers and service providers, and ensuring clients receive consistent updates throughout the claims process. The position requires strong attention to detail, good communication skills, and a client-focused approach within a broking environment.HR consulting services

Key Responsibilities

Claims Administration & Coordination

• Register, document, and notify all client claims to insurers promptly and in line with policy terms and internal procedures.
• Assist in coordinating the appointment of loss adjusters and other service providers through insurers.
• Track claims progress and follow up with insurers, adjusters, and service providers to support timely assessments and settlements.
• Maintain accurate and up-to-date claims records, files, and correspondence.
• Assist in reviewing loss adjusters’ and service providers’ reports for completeness and accuracy before submission or escalation.
• Support claims recovery processes, including excess and subrogation recoveries, where applicable.

Insurer & Service Provider Liaison

• Act as a point of contact between clients, insurers, loss adjusters, and other service providers on routine claims matters.
• Escalate delays, documentation gaps, or coverage concerns to the Claims Manager or Claims Executive as required.
• Monitor service provider responsiveness and report service issues to management.

Client Service & Communication

• Provide regular claims status updates to clients in a clear, professional, and timely manner.
• Respond to client inquiries related to claims and guide clients on required documentation and procedures.
• Support the resolution of client complaints and escalated claims matters under supervision.

Operational Support & Reporting

• Assist in preparing claims registers, summaries, and periodic management reports.
• Monitor claims turnaround times and flag overdue or stagnant claims for follow-up.
• Support the implementation and adherence to internal claims procedures and service standards.

Compliance & Risk Support

• Ensure claims documentation complies with policy terms, insurer requirements, and regulatory guidelines.
• Maintain orderly claims records for audit and compliance purposes.
• Report suspected fraud indicators or irregularities in line with internal procedures.

Key Performance Measures

• Timeliness and accuracy of claims registration and documentation.
• Claims turnaround time and follow-up effectiveness.
• Quality of client communication and service delivery.
• Compliance with internal procedures and regulatory requirements.
• Accuracy and completeness of claims records and reports.

Working Relationships

Internal

• Works closely with broking, placement, and client service teams.
• Liaises with finance and compliance teams on claims-related matters.

External

• Engages with insurers, loss adjusters, legal advisers, and other service providers.
• Communicates with clients regarding routine claims matters.

Knowledge, Experience and Qualifications Required

• Diploma or Bachelor’s degree in Insurance, Business Administration, or a related field.
• Progress toward or possession of a professional insurance qualification (e.g. ACII or equivalent) is an added advantage.
• 1–3 years’ experience in insurance claims handling within a broking or insurance environment.
• Basic understanding of general insurance policy wordings and claims procedures.
• Familiarity with insurance regulatory requirements and market practices.

Competencies

Technical & Functional

• Knowledge of general insurance claims administration within a broking environment.
• Ability to interpret policy documentation with guidance.
• Proficiency in Microsoft Office and basic claims management systems.
• Strong record-keeping and reporting skills.

Core

• Attention to Detail: High level of accuracy in documentation and follow-up.
• Client Focus: Professional, responsive approach to client service.
• Communication Skills: Clear written and verbal communication with clients and insurers.
• Teamwork: Ability to work collaboratively and take direction.
• Time Management: Ability to manage multiple claims and deadlines effectively.

• Register, document, and notify all client claims to insurers promptly and in line with policy terms and internal procedures.
• Assist in coordinating the appointment of loss adjusters and other service providers through insurers.
• Track claims progress and follow up with insurers, adjusters, and service providers to support timely assessments and settlements.
• Maintain accurate and up-to-date claims records, files, and correspondence.
• Assist in reviewing loss adjusters’ and service providers’ reports for completeness and accuracy before submission or escalation.
• Support claims recovery processes, including excess and subrogation recoveries, where applicable.
• Act as a point of contact between clients, insurers, loss adjusters, and other service providers on routine claims matters.
• Escalate delays, documentation gaps, or coverage concerns to the Claims Manager or Claims Executive as required.
• Monitor service provider responsiveness and report service issues to management.
• Provide regular claims status updates to clients in a clear, professional, and timely manner.
• Respond to client inquiries related to claims and guide clients on required documentation and procedures.
• Support the resolution of client complaints and escalated claims matters under supervision.
• Assist in preparing claims registers, summaries, and periodic management reports.
• Monitor claims turnaround times and flag overdue or stagnant claims for follow-up.
• Support the implementation and adherence to internal claims procedures and service standards.
• Ensure claims documentation complies with policy terms, insurer requirements, and regulatory guidelines.
• Maintain orderly claims records for audit and compliance purposes.
• Report suspected fraud indicators or irregularities in line with internal procedures.

• Attention to Detail: High level of accuracy in documentation and follow-up.
• Client Focus: Professional, responsive approach to client service.
• Communication Skills: Clear written and verbal communication with clients and insurers.
• Teamwork: Ability to work collaboratively and take direction.
• Time Management: Ability to manage multiple claims and deadlines effectively.
• Knowledge of general insurance claims administration within a broking environment.
• Ability to interpret policy documentation with guidance.
• Proficiency in Microsoft Office and basic claims management systems.
• Strong record-keeping and reporting skills.

• Diploma or Bachelor’s degree in Insurance, Business Administration, or a related field.
• Progress toward or possession of a professional insurance qualification (e.g. ACII or equivalent) is an added advantage.
• Basic understanding of general insurance policy wordings and claims procedures.
• Familiarity with insurance regulatory requirements and market practices.