CPF Consulting is the Training and consultancy arm of the CPF Group. Harnessing experience spanning over 90 years and partnership with renowned Consultants and trainers, CPF Consulting brings practical solutions to the myriad challenges facing organizations and individuals.

The Job holder is responsible for a dual-focus operational role managing both Underwriting/Placement and Claims Advocacy across various life and non-life portfolios. This includes evaluating client risks, negotiating competitive terms with underwriters, structuring optimal coverage, and advocating robustly for clients when losses occur, while maintaining strong insurer relationships and providing exceptional technical service.

Duties and Responsibilities

Underwriting and Policy Administration

• Liaise with insurance companies and other service providers and review all applications for insurance, determine the profiles of risks presented for insurance and assess their acceptability or otherwise.
• Review client policies and follow up on outstanding underwriting requirements with a view to reconciling them on time.
• Ensure all activities related to underwriting are properly coordinated and enforced.
• Implement an effective framework for the delivery of clients’ policy documents.
• Review renewal terms, ensure renewal notices go out on time,and follow up renewals to ensure a high retention rate.
• Ensure that premiums are debited and collected as required.

Claims Management

• Process and evaluate insurance/service claims accurately and within established turnaround times, ensuring all required documentation is received and verified against policy terms and conditions.
• Serve as the primarypoint of contact for clients regardingclaim statusesand inquiries, providingtimely, clear andproactive updatesthroughoutthe claims lifecycle.
• Coordinate with internal departments and external partners, including insurers, loss adjusters, assessors and other service providers, to ensure seamless and timely claim settlements.
• Monitor outstanding claims, escalate delayed or disputed claims, and maintain accurate claims records and reports.
• Assess loss ratios and claims experience and advise clients appropriately on risk management.

Customer Service and Complaints Management

• Maintain a high standard of customer service and respond togeneral underwriting and claims enquiries.
• Investigate, resolve professionally and mitigate client complaints and efficiently, identifying root causes and recommending measures to prevent recurrence.
• Liaise with insurance companies on issuesrelating toclient policies andclaims for efficient service delivery.
• Perform any other duties as may be assigned from time to time.

Requirements for appointment

• Bachelor’s Degree in a business-relatedfield (Insurance or Marketing option).
• Professional insurance qualification – ACII/AIIK certification.
• Professional member of the Insurance Institute of Kenya (IIK).

Experience Required

At least five (5) years’ relevant experience in a similar function or busy organisation, including exposure to Life and General insurance claims handling.

• Liaise with insurance companies and other service providers and review insurance applications, determine risk profiles, and assess their acceptability.
• Review client policies and follow up on outstanding underwriting requirements.
• Coordinate and enforce underwriting activities and implement a framework for delivery of clients’ policy documents.
• Review renewal terms, issue renewal notices on time, and follow up renewals to maintain a high retention rate.
• Ensure premiums are debited and collected as required.
• Process and evaluate insurance and service claims accurately and within established turnaround times, verifying required documentation against policy terms and conditions.
• Serve as the primary point of contact for clients regarding claim statuses and inquiries, providing timely updates throughout the claims lifecycle.
• Coordinate with internal departments and external partners to ensure timely claim settlements.
• Monitor outstanding claims, escalate delayed or disputed claims, and maintain accurate claims records and reports.
• Assess loss ratios and claims experience and advise clients on risk management.
• Maintain high standards of customer service and respond to underwriting and claims enquiries.
• Investigate and resolve client complaints, identify root causes, and recommend measures to prevent recurrence.
• Liaise with insurance companies on client policy and claims issues to ensure efficient service delivery.
• Perform any other duties as may be assigned from time to time.

• Insurance underwriting and placement
• Risk assessment and evaluation
• Policy administration
• Claims processing and management
• Claims advocacy and settlement coordination
• Insurance policy and documentation review
• Premium collection and renewal management
• Loss ratio and claims experience assessment
• Client service and relationship management
• Complaint investigation and resolution
• Communication and coordination with insurers and service providers
• Risk management advice

• Bachelor’s Degree in a business-related field (Insurance or Marketing option).
• Professional insurance qualification – ACII/AIIK certification.
• Professional member of the Insurance Institute of Kenya (IIK).