Retail Claims Officer

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Role Summary:

The Retail Claims Officer is responsible for the efficient processing and administration of individual life insurance claims, ensuring that claims are accurately assessed, properly documented, and processed within established timelines.

The role involves reviewing claim submissions, validating supporting documentation and policy coverage, liaising with relevant stakeholders to resolve claims-related issues, and maintaining accurate claims records while ensuring compliance with internal policies and applicable regulatory requirements.

Principal Responsibilities:

• Process and administer Individual Life insurance claims, including terminations, partial withdrawals, maturities, and death claims.

• Review claims documentation and ensure all required information is complete before processing and payment.

• Prepare claim payment memoranda for management and Board approval in line with approved authority limits.

• Investigate claims and verify policy coverage to determine claim validity and entitlement before settlement.

• Prepare and maintain weekly, monthly, and quarterly claims reports for management review and decision-making.

• Maintain accurate and complete claims records, including claim files, supporting documents, and communication logs.

• Provide excellent customer service by responding promptly to claim enquiries and guiding customers through the claims process.

• Work closely with internal and external stakeholders to resolve claims-related issues and ensure timely settlement of claims.

• Support internal control, audit, and compliance activities by providing required information and addressing audit queries.
• Support business retention and growth initiatives by remarketing customers after policy maturity or termination, identifying new business opportunities, and participating in Agency and Bancassurance sales meetings.

Qualifications

• Bachelor's Degree or HND in Insurance, Actuarial Science, Business Administration, Economics, Accounting, Finance, or related discipline.
• Professional insurance certification (ACIIN, ACII, or equivalent) will be an added advantage.

Required Experience & Knowledge

• 3 - 5 years' experience in insurance claims administration, customer service, or insurance operations.
• Practical experience in processing and assessing life insurance claims would be an advantage.
• Good understanding of life insurance products, policy terms, conditions, exclusions, and claims procedures.

Key Competencies

• Knowledge of Claims Management Policies and Procedures
• Data Collection and Entry, with Proficiency in Microsoft Excel

• Customer Negotiation and Problem-Solving Skills

• Report Analysis and Presentation Skills

• Relationship Management

• Attention to Detail

• Time Management and Prioritization
• Knowledge of Regulatory and Compliance Requirements

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.