Claims Officer - NICO Insurance Zambia Limited

About the Company

NICO Insurance Zambia Limited is a general insurance company that has been operating in Zambia since 1st October 1997, with branches in Lusaka, Kitwe, Ndola, Livingstone, and Chipata. The company is a member of the NICO Group of Companies, which operates in Malawi.

NICO Insurance Zambia Limited is seeking a qualified and suitably experienced individual to join its Head Office as a Claims Officer.

About the Role

Reporting to the Claims Manager, the Claims Officer will be responsible for processing and managing insurance claims, controlling claims costs, maintaining excellent customer service, and ensuring compliance with company claims procedures and service standards.

Key Responsibilities

Claims Processing & Management

• Register, process, and manage claims in accordance with claims department procedures after receiving claim notifications.

• Set accurate initial reserves and maintain proper claims records.

• Maintain discipline on diarisation, reminders, deadlines, and action records.

• Manage personal claims backlogs and submit regular updates for review.

• Verify the circumstances surrounding reported losses.

• Validate claims and support fraud detection activities.

• Carry out inspections and assessments of motor and non-motor claims.

• Determine when loss adjusters, assessors, or other service providers should be appointed.

• Prepare claims files, payment documents, and management reports.

• Ensure compliance with claims directives, SLAs, underwriting terms, and company operational requirements.

Claims Cost Control & Recovery

• Liaise with repairers and parts suppliers to ensure repair costs and turnaround times comply with agreed contracts.

• Work to reduce claims leakage and control claims-related costs.

• Secure salvages and prepare recovery documentation.

• Provide recovery files to relevant departments, including subrogation and reinsurance teams.

Customer Service & Communication

• Acknowledge claim notifications promptly.

• Keep customers regularly updated on the status of their claims.

• Resolve customer complaints and escalate matters beyond approved limits where necessary.

• Maintain professional communication with customers, repairers, suppliers, assessors, and other stakeholders.

Minimum Qualifications

Applicants should possess:

• Bachelor's Degree in Business Administration, Insurance, or an equivalent qualification.

• Diploma in ACII qualification.

• At least 2 years' experience in claims handling or a similar/relevant insurance environment.

• Membership of the Insurance Institute of Zambia (IIZ) and/or another relevant professional insurance body.

Required Skills and Competencies

The successful candidate should demonstrate:

• Ability to plan and organise work on a daily or weekly basis and achieve set targets.

• Strong claims processing and administrative skills.

• Ability to identify mistakes and resolve them promptly.

• Clear verbal and written communication skills.

• Ability to follow instructions accurately.

• Basic analytical and problem-solving abilities.

• Good attention to detail.

• Ability to manage multiple claims and meet deadlines.

• Strong customer service skills.

Job Summary

Employer: NICO Insurance Zambia Limited
Position: Claims Officer
Location: Head Office, Zambia
Employment Type: Full-time
Industry: Insurance
Experience: Minimum 2 years in claims handling or a related insurance environment.