Motor Claims Officer

Job Purpose


To offer technical oversight of motor claims assessments by reviewing and validating assessment reports submitted by external assessors, conducting assessments where required, ensuring compliance with service level agreements (SLAs), identifying fraud and claims leakage, and driving cost-control initiatives to support fair, timely, and cost-effective claims settlement.


Key Responsibilities




• Review and validate assessment reports submitted by external assessors for accuracy, completeness, and compliance with company standards.


• Verify vehicle damage, repair recommendations, labour costs, spare parts pricing, and repair timelines before claim approval.


• Provide timely quality assurance feedback and complete assessment report reviews within prescribed turnaround times.


• Conduct physical and desktop vehicle assessments and determine the appropriate course of action, including repair, total loss, salvage, or further investigation.


• Prepare and issue internal assessment reports within established service timelines.


• Manage and monitor external assessors, ensuring SLA compliance, quality standards, and effective service delivery.


• Control claims costs and prevent claims leakage by reviewing repair estimates, negotiating costs, and recommending value-for-money solutions.


• Identify and escalate suspected fraudulent or exaggerated claims, providing technical support for investigations.


• Provide technical guidance and stakeholder support to claims handlers, garages, investigators, and other claims partners.


• Track, analyse, and report performance metrics, including assessor performance, turnaround times, claims costs, fraud trends, and cost-saving achievements.



Qualifications and Experience




• Education: Bachelor’s degree Automotive engineering, bachelor’s degree in business, Commerce, or a related field.


• Professional Certification: Advanced Diploma in Insurance (AIIK) or ACII (UK) is required.


• Experience: Minimum of 3 years in motor claims- general insurance.



Skills and Competencies




• Strong product and market knowledge, best motor claims processing practices alongside a solid understanding of regulatory compliance standards.


• Advanced risk assessment, analytical, communication skills


• High attention to detail, sound decision-making capabilities, and excellent relationship management and negotiation skills.