Directline Claims Officer Job Vacancy in Kenya


We are looking for a motivated and qualified professional to fill the position of Claims Officer.

Overall Purpose of the Job: The role holder will be responsible for the management, analysis and processing of claims.

Key Roles and Responsibilities

  • Manage and process all own damage (OD), third party property damage (TPPD) and Non Motor claims and make sure they are finalized with minimum delays and at the lowest market cost.
  • Follow up on progress of repairs of insured’s vehicles ensuring, all repairs are carried out professionally and in a cost effective manner. Ensure the company does not incur expenses for damages not related to the accident.
  • Conduct claim review and ensure that the system data of the claims is always accurate
  • Detect and highlight fraudulent claims for investigations.
  • Make sure claims are fully documented and where applicable, the policy excess and/or any other payment is recovered in compliance with the policy terms and conditions.
  • Appoint Service Providers upon receipt of claim notification and claim documents review and to follow up on their reports within the agreed turnaround times.
  • Receive and critically analyze the service provider’s reports upon receipt and make recommendations thereof for approval within agreed timelines.
  • Liaise with service providers in the claims handling system to ensure that fast and efficient service standards are maintained as per the provisions of the service level agreement.
  • Confirm and process claims and service providers payments
  • Manage and maintain a record of all salvages due for disposal as per the company disposal policy.
  • Pursue on claim recoveries from third parties.
  • Continuous review of files for reserve adequacy and closure of inactive and or finalized claim files.
  • Respond to correspondences and any other communication within the agreed timelines.
  • Advise management on any adverse claim experience to assist in risk management and product review.
  • Provide claims and management reports as may be requested.
  • Attend to claims complaints within the agreed turn round times.
  • Any other duties as may be assigned from time to time

Person Specifications

Academic Qualifications

  • University degree in Law/Insurance/Business Administration or its equivalent from a recognized institution

Professional Qualifications

  • Certificate of Insurance (COP)
  • Diploma in insurance from AIIK/ACII or its equivalent from a recognized institution
  • Membership to a relevant professional body will be an added advantage


  • Minimum 3 years’ relevant experience in general insurance claims management in a busy Insurance Company

Skills and Attributes

  • Excellent communication and presentation skills
  • Excellent interpersonal and negotiation skills
  • Strong analytical skills and great attention to details
  • Self-driven, works with minimal supervision

Application Instructions

If you qualify for the above advertised role, kindly send us a detailed CV and Application Letter clearly demonstrating your fit as per the roles & responsibilities and the person specifications (academic/professional qualifications, experience, skills & attributes) listed above.

Applications that do not conform to the Application Instructions will not be considered.

Kindly send your application documents to to reach us on or before 5.00pm Thursday, 9th March 2023.