Job Title: Claims Manager
Organisation: Liberty Life Assurance Uganda Limited (LLAU)
Duty Station: Kampala, Uganda
About Organisation:
Liberty Life Assurance Uganda Limited (LLAU) was established in 2006 and is a specialist life insurance company and Uganda’s largest life insurer. We provide group and individual/personal risk insurance solutions for life changing events. Our vision is to become the trusted leader in insurance and investment in our chosen markets by putting the customer’s needs first, creating products that have market relevance and forming strong partnerships in our markets.
Job Summary: The Manager Claims will have the overall responsibility for the proper administration of claims. He/she will receive, assess and manage the claims made by Liberty policyholders.
Key Duties and Responsibilities:
- Ensure that claims are handled expeditiously and in a professional manner that meets customer expectations overall company objectives.
- Ensure Customer Service Level Agreements are in place and adhered to by brokers.
- Ensure that all customer complaints are forwarded to the front desk to be entered into the complaints register as per statutory requirements.
- Recommend and implement improvements to processes that will improve customer experience.
- Ensure that claims are paid in a timely and accurate manner.
- Ensure that reporting deadlines for internal and external customers as well as various stakeholders are met within agreed time frame.
- Understand each customer’s unique needs and wishes; responding flexibly to deliver what they want.
- Respond to customer correspondence promptly.
- Follow up with finance to ensure that timely payments are made.
- Updating the DV tracker and share with Finance on weekly.
- Prepare a weekly report showing the turnaround time taken to pay discharge vouchers vis a vis the SLA requirements.
- Drive adoption of operational procedures within the team to ensure correct behaviour and reduce operational integrity issues.
- Proactively manage the performance of the team ensuring that the team performs according to standards.
- Lead the Claims team in best practise in customer service; especially
- treating Life clients with compassion, empathy and sensitivity.
- Analyse and investigate the root causes of slow claims turnaround times, taking appropriate corrective actions.
- Ensure that all reports are produced according to the reporting schedule timely and are complete and accurate.
- Ensure strict claims assessment with zero tolerance to fraud.
- Ensure compliance with the actions of the risk management framework.
- Analyse the root causes of problems and proactively raise & resolve corrective actions; mitigate high risk audit findings.
Qualifications, Skills and Experience:
- Bachelor’s degree in business or related discipline from a reputable university.
- The applicant must hold a Diploma in Insurance — Life Claims (Required).
Experience
- Ten (10) years post qualification experience with at least five (5) years as Manager in Life Claims management.
Skills and Attributes
- Strategic and analytical thinking skills.
- In depth understanding of insurance operations and concepts.
- Ability to detect fraudulent claims and assess risk factors.
- Excellent communication and interpersonal skills.
- Strong people management skills.
- Excellent problem solving and decision-making skills.
- Knowledgeable with industry’s rules and regulations.
- Results driven & customer focused.
- Understanding of medical reports, death causes and financial implications
- Transparency and fairness in claims decision making.
- Strong preference will be given to candidates with the requisite qualifications, skills, and experience.
How to Apply:
If your career aspirations match this exciting opportunity, please submit your detailed curriculum vitae and covering letter via Email to: [email protected] The job title should be clearly indicated as the email reference.
Deadline: 18th March 2025
NB: Only shortlisted candidates will be contacted.
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