Claims Officer – Kitwe Nico Insurance Zambia Limited

NICO Insurance Zambia Limited, a general insurance company, has been operating in Zambia since 1st October 1997, and has branches in Lusaka, Kitwe, Ndola, Livingstone and Chipata. NICO Insurance Zambia Limited is a member of NICO Group of Companies operating in Malawi, and Sanlam through Sanlam Allianz. The Company is now seeking to identify a qualified individual to be engaged as Claims Officer at our Kitwe branch on the Copperbelt.

Reporting to the Branch Manager, the Claims Officer shall be responsible for assisting the branch reduce the loss ratio by avoiding leakage whilst maintaining excellent claims service.

Main duties will include the following:

• Receive, register, and process claims in line with branch procedures.
• Set accurate initial reserves and update them promptly as claims progress.
• Verify loss circumstances and ensure damages align with the reported incident.
• Prepare and submit claims files for payment processing and recovery actions.
• Conduct inspections and assessments for motor and non-motor claims.
• Appoint and coordinate with loss adjusters and assessors when necessary.
• Liaise with repairers to ensure compliance with contracts and turnaround times.
• Validate claims for accuracy, identify potential fraud, and secure salvages.
• Ensure repair costs align with approved rates and supplier agreements.
• Provide regular updates to customers on the status of their claims.
• Resolve customer complaints promptly and escalate complex cases when required.
• Ensure adherence to service-level agreements and operational timelines.
• Ensure compliance with claims directives, including timely reserve updates and record maintenance.
• Prepare and submit accurate claims reports as required by management.
• Maintain proper documentation for ex gratia claims and repudiated cases.
• Adhere to internal compliance standards and follow established procedures.
• Manage and track daily tasks, deadlines, and pending claims.
• Submit daily work reports to the Assistant Manager.
• Maintain accurate records of actions taken and ensure timely follow-ups.

Requirements:

• Have a first degree in Insurance and preferably an Advanced Diploma in Insurance from the Chartered Institute of Insurance or equivalent.
• Have a minimum of 2 years’ experience handling claims in the general insurance industry.
• Proven knowledge of insurance standards and procedures.
• High attention to detail and excellent analytical skills.
• Clear verbal and written communication skills.