Senior Insurance Officer

Gray Mackenzie

Key Responsibilities

Claims Management & Processing

• Oversee the daily handling of insurance claims from initiation to settlement, ensuring timely processing and accuracy in documentation.
• Act as the primary liaison with insurers for claim submissions, clarifications, and settlement follow-up.
• Monitor claim timelines, maintain updated claim trackers, and escalate delays or issues to management as necessary.
• Ensure proper filing, record-keeping, and reporting of all claims for audit and compliance purposes.

Coordination with Loss Adjustors & External Consultants

• Collaborate closely with loss adjustors during site visits, investigations, and assessments to ensure fair and accurate claim evaluations.
• Coordinate with external consultants to obtain expert advice, opinions, and technical assessments on complex claims.
• Facilitate transparent communication between adjustors, consultants, insurers, and the business to minimize disputes and accelerate resolutions.

External Claim Processors Management

• Manage relationships with external claim processors, ensuring that their services align with organizational requirements.
• Fine-tune and optimize claim handling processes in coordination with external processors to increase efficiency, accuracy, and turnaround time.
• Monitor processor performance through KPIs and provide feedback for continuous improvement.

Policy Understanding & Risk Assessment

• Maintain an in-depth understanding of all existing insurance policies across the business.
• Analyze coverage terms, conditions, exclusions, and limits to advise management and branches on policy applicability.
• Assess risks against current coverages and recommend adjustments, endorsements, or new coverages where gaps are identified.
• Provide proactive risk mitigation advice to branches and business units.

Negotiation & Claims Settlement

• Support and participate in negotiations with insurers to achieve optimal claim settlements.
• Prepare position papers, supporting evidence, and counter-arguments to defend the company s interests in disputed claims.
• Ensure settlements are reached in line with policy coverage and business needs while minimizing financial exposure.

Renewals & Tendering Exercise

• Actively participate in the annual policy renewal process by preparing claims data, performance reports, and risk analyses for broker and insurer discussions.
• Assist in insurance tendering exercises, contributing to coverage comparisons, terms evaluations, and insurer selection recommendations.
• Support negotiations for competitive premiums, favorable terms, and improved coverage scopes during renewal and tendering.

Insurance Queries & Branch Support

• Act as the first point of contact for all insurance-related queries raised by branch personnel.
• Provide timely, clear, and accurate guidance on coverage, claims handling, and incident reporting requirements.
• Conduct training and awareness sessions for branch staff on claims processes, reporting standards, and key insurance obligations.

Reporting & Stakeholder Communication

• Prepare regular reports for management summarizing claim status, settlements, outstanding exposures, and insurer/broker performance.
• Ensure senior management is informed of major claims, disputes, and potential risks requiring escalation.
• Maintain transparent and proactive communication with all stakeholders involved in the insurance function.