Role overview
What you'll be stepping into
The Senior Claims Handler is responsible for managing a portfolio of complex and high-value claims from initial notification through to settlement. The role serves as the technical claims authority and client advocate within the broking relationship.
The position requires strong skills in insurance coverage interpretation, insurer negotiation, claims analysis, and client relationship management, as well as the ability to supervise, coach, and mentor junior claims staff. The role also requires competence in claims data analytics and the use of digital claims management platforms.
Detailed Responsibilities
Register new claims and notify insurers immediately.
Audit claim files and maintain client claims files in safe custody, ensuring that detailed file notes are maintained for all client and insurer communications.
Process claims documentation, collect and analyse relevant information, and submit complete claims to insurers.
Ensure claims are settled within the agreed timelines.
Review and analyse loss adjusters’ reports and consult senior personnel on complex claims while ensuring straightforward claims are handled promptly.
Analyse claims data, loss ratios, and emerging trends to identify the root causes of recurring losses.
Advise clients on risk improvement, policy adequacy, and claims mitigation strategies based on claims analysis.
Provide technical advice on policy interpretation, coverage, and claim admissibility, escalating complex matters where necessary.
Act as the primary claims contact for assigned clients, responding to queries and requests with appropriate information, recommendations, and follow-up.
Conduct quarterly client visits with the underwriting team during renewal visits and undertake additional site and service visits when required.
Schedule and attend client review meetings.
Conduct monthly claims meetings with clients who have more than twenty claims and prepare meeting minutes within five days.
Prepare and issue claims reports and statistics to clients and the Broking team.
Prepare correspondence and detailed notes of meetings held with clients and insurers.
Assist the Manager in compiling information for claims committee meetings, the monthly EXCO claims report, and other ad hoc reports.
Supervise, coach, and mentor team members by allocating work, reviewing the quality and turnaround time of outputs, and monitoring performance against service standards.
Engage with insurers to improve the efficiency of the claims process and facilitate speedy settlement, including through periodic claims meetings with insurers.
Perform any other duties that may be assigned.
Role Complexity
Works in a high-demand environment due to the nature and requirements of clients’ operations.
Handles complex, sensitive, and high-value claims requiring careful interpretation of policy wordings, loss adjusters’ reports, and prevailing market practices.
Demonstrates the ability to draw conclusions based on client needs and apply findings to the organisation’s business operations.
Exercises sound judgment in selecting appropriate methods and techniques for obtaining effective solutions.
Discretion
Decisions normally have an impact on the functional area, clients, and/or other parts of the company and are guided by functional practices, management precedents, and professional standards.
Exercises discretion when recommending claim settlements and prioritising team workloads within delegated authority limits.
Interaction
Builds and maintains strong relationships with clients, insurers, loss adjusters, and other service providers.
Uses professional knowledge and expertise to provide consultative advice and recommendations within specific functional areas.
Serves as a front-facing representative of the business during client meetings, renewal visits, and service reviews.
Supervision and Leadership
Works under the supervision of the Technical/Claims Manager.
Supervises a team of claims handlers, including allocating work, reviewing outputs, coaching team members, and providing mentorship.
Competencies, Knowledge and Experience
Education, Role-Specific Technical Skills and Knowledge
Bachelor’s degree in Actuarial Science or a business-related field.
A completed or ongoing professional insurance qualification, such as a Diploma in Insurance, ACII, or equivalent, will be an added advantage.
Sound technical knowledge of general insurance claims, policy wordings, and claims documentation.
Strong ability to interpret policy wordings, exclusions, and conditions in the context of live claims.
Understanding of quantum assessment, subrogation, and recovery processes.
Familiarity with dispute resolution mechanisms, including mediation and, where relevant, litigation processes.
Proficiency in MS Word, Excel, and PowerPoint, as well as claims management systems.
Core Competencies
Demonstrated ability to supervise, coach, and mentor a team while effectively managing workload allocation and performance.
Strong claims analysis skills, including the ability to interpret claims data, loss ratios, and trends and draw practical conclusions.
Strong report preparation skills, with the ability to produce accurate and well-presented claims reports and statistics for clients, management, and EXCO.
Strong client advisory and relationship management skills, with confidence in handling a front-facing role and conducting client visits.
Ability to work independently, manage high volumes of work, and consistently produce accurate and efficient outputs.
Good planning, organisational, interpersonal, and presentation skills.
Dependability, confidentiality, and willingness to contribute to team initiatives.
Strong organisational and prioritisation skills when managing a portfolio of claims with varying levels of urgency and complexity.
Sound judgment when making escalation decisions.
Ability to apply artificial intelligence tools to daily tasks, including claims data analysis, document review, correspondence drafting, and report generation, while exercising professional judgment and safeguarding client confidentiality.
Work Experience
At least five (5) years’ experience in insurance claims handling, covering client engagement, claims analysis, and reporting, of which at least one (1) year should be in a supervisory role.
Experience working directly with loss adjusters, legal counsel, and insurer claims teams.
How to Apply
All applications should be submitted to applications@m-forte.co.ug no later than Saturday, 19th September 2026.
Applicants should indicate “Senior Claims Handler” in the subject line of their application
How to apply