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Essential Job Details
- Position Title: Claims Officer
- Location: Nairobi, Kenya
- Employment Type: Full-Time, Permanent
- Number of Vacancies: 2
- Salary: Not disclosed
- Category/Department: Insurance – Claims
- Reporting To: Claims Manager
- Application Deadline: 3rd June 2025
Introduction
If you’re seeking a rewarding career opportunity in the Kenyan insurance sector, this claims officer job in Nairobi offers a high-impact role at the core of operations. This is your chance to manage insurance claims processing, engage with clients, and uphold quality assurance. The claims officer position is ideal for professionals passionate about delivering fair and timely resolutions, while growing within one of Kenya’s most respected insurance firms. This claims officer role is a vital steppingstone for any experienced or aspiring insurance professional aiming to make a difference through operational excellence and client engagement.
As the insurance landscape in Kenya continues to evolve with regulatory reforms and increasing customer expectations, the claims officer job in Nairobi at Britam becomes a strategic function. Claims Officers not only represent the face of the organization to policyholders during some of their most stressful moments, but they also ensure financial accountability, regulatory compliance, and internal operational excellence. Britam is looking for Claims Officers who can balance empathy with analytical rigor, who are calm under pressure yet confident in enforcing standards, and who understand the intricacies of non-motor insurance claims from initiation to settlement.
About Britam Kenya
Britam is a leading diversified financial services group listed on the Nairobi Securities Exchange, offering services in insurance, asset management, pension administration, and real estate. Operating across East Africa, Britam has earned a reputation for digital innovation, operational integrity, and a client-first approach. The organization is driven by a mission to improve lives through financial inclusion and to serve as a trusted provider of comprehensive insurance solutions. With teams spread across major Kenyan cities, Britam is shaping the future of finance and risk management.
The company operates in six countries—Kenya, Uganda, Tanzania, Rwanda, South Sudan, and Malawi. With over 2,000 employees and strategic partnerships with global reinsurers and investors, Britam is well positioned to deliver reliable and innovative financial products. The firm has received multiple awards for excellence in customer service, digital transformation, and financial reporting. Britam’s claims department has been noted for its transparent handling processes and its commitment to speedy, fair resolutions.
For anyone exploring a claims officer job in Nairobi, joining Britam presents an opportunity to grow within a dynamic ecosystem of insurance professionals, underwriters, actuaries, and financial experts.
Key Responsibilities
As a claims officer at Britam, your responsibilities span client interaction, technical processing, financial oversight, and regulatory compliance. You will be expected to uphold service quality standards and play an essential part in maintaining the organization’s credibility.
- Review all supporting documentation to verify the accuracy and completeness of submitted insurance claims.
- Ensure submitted claims comply with regulatory and internal non-motor insurance claim requirements.
- Advise claimants on policy coverage and entitlements, guiding them through the claims officer process.
- Respond to inquiries from internal departments and external clients on benefits, processes, and required forms.
- Record transactions related to claims, including assigning surveyors, investigators, and loss adjusters.
- Prepare and send initial claim letters to insured clients, including necessary follow-up documentation.
- Track outstanding documents and maintain accurate status records in the claims system.
- Process approved claim payments to clients and vendors in accordance with SLA timelines.
- Maintain claim reserves according to policy, and participate in scheduled reserve audits.
- Update claim files systematically to reflect processing milestones, correspondence, and decisions.
- Initiate recoveries, including motor-related, XOL, and facultative reinsurance recoveries.
- Generate and issue demand letters for recovery cases, updating databases consistently.
- Negotiate with service providers for cost savings, aligning outcomes with company goals.
- Log claims data in registers and update internal platforms for transparency and compliance.
- Follow the company’s claims manual and Delegated Authority Matrix to maintain governance standards.
- Participate in internal claims review meetings and contribute to process improvement initiatives.
- Support auditing teams with the necessary claims files and explanations.
- Collaborate with legal and compliance teams in the resolution of disputed or litigated claims.
- Monitor third-party service provider performance and escalate any delays or quality issues.
Qualifications and Skills
To succeed in this claims officer job in Nairobi, candidates must meet both academic and experiential thresholds. You must also be skilled in both technical insurance knowledge and interpersonal customer engagement.
- Bachelor’s degree in Commerce, Insurance, or a related business field.
- Progress toward or completion of professional certifications like AIIK, ACII, or FLMI.
- 2–3 years’ experience in insurance claims assessment, particularly non-motor claims.
- Knowledge of Kenyan insurance regulatory frameworks and procedural compliance.
- Working knowledge of SLA-driven performance environments and regulatory timelines.
Technical and Functional Competencies:
- Proficiency in general insurance products, especially non-motor offerings
- Hands-on experience with claims management platforms and Excel-based reporting
- Strong analytical and documentation skills for evaluating and processing claims
- Excellent written and spoken communication skills in English and Swahili
- Ability to manage multiple files with attention to detail and turnaround time expectations
- Competence in using policy administration and underwriting systems (e.g., iNovah, Takaful ERP)
- Knowledge of fraud detection tools and red-flag indicators during claims vetting
Company Culture and Values
Britam champions an inclusive culture defined by professional growth, transparency, and team collaboration. Employees are empowered to innovate, lead, and transform through training and mentorship. The company encourages diversity, supports a performance-driven mindset, and cultivates a healthy work-life balance for its employees across the region. At Britam, each claims officer plays a vital role in upholding integrity, trust, and accountability.
Some of the defining values of the company include:
- Integrity: Maintaining transparency and fairness in all interactions
- Customer focus: Ensuring excellent service at every touchpoint
- Innovation: Leveraging technology and new ideas to deliver competitive products
- Teamwork: Building strong internal collaboration for collective success
- Sustainability: Contributing to environmental, financial, and social wellbeing
This is more than just a claims officer job in Nairobi; it’s a chance to belong to a mission-driven team that is shaping the economic future of millions.
Career Growth and Development
Employees at Britam have access to industry-leading learning opportunities including online training, professional certification sponsorships, leadership development programs, and structured mentorship. As a claims officer, you’ll have opportunities to:
- Move into more senior claims, risk, or underwriting roles
- Specialize in reinsurance, legal, or compliance functions
- Participate in knowledge-sharing forums and regulatory workshops
- Join innovation teams focused on digital transformation of the claims process
Britam is committed to helping its staff achieve their long-term professional goals while also delivering measurable value to clients.
How to Apply
Apply now for the Claims Officer Job in Nairobi at Britam.
All interested applicants should submit the following documents:
- A detailed CV
- A cover letter outlining interest and suitability for the role
- Relevant certificates or professional qualifications
Submit your application through the official Britam Careers Portal by the deadline.
Application Deadline: 3rd June 2025
Apply here: Apply for the Claims Officer Job in Nairobi – Britam Kenya
Britam is an equal opportunity employer committed to building an inclusive environment for all qualified candidates.
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