ZSIC General Insurance Limited is a leading provider of customer-centric general insurance solutions, committed to excellence, integrity, and strong corporate governance. As an equal opportunity employer and a proud member of the IDC Group of Companies, we continue to build a high-performance culture driven by professionalism, innovation, and excellent service.

We are therefore inviting applications from suitably qualified, experienced, and results-driven professionals to fill the following position:

JOB PURPOSE

To provide strategic, technical, and operational leadership of the Claims function by ensuring timely, fair, and cost-effective settlement of claims in accordance with ZSIC General Insurance policies and regulatory requirements, while safeguarding the Company against fraud, leakage, and reputational risk and enhancing customer confidence and satisfaction.

KEY RESPONSIBILITIES

1. Claims Strategy & Governance

• Develop and review claims strategies, policies, procedures and service standards
• Ensure the Claims function operates within governance frameworks, delegated authorities and regulatory requirements
• Establish and monitor claims turnaround times (TATs), SLAs and performance indicators

2. Claims Operations

• Oversee the end-to-end claims lifecycle across all classes of business
• Review and approve claims within delegated authority; escalate high-value or complex claims
• Ensure efficient registration, assessment, approval and settlement at Head Office and branch level
• Provide claims experience analysis to actuarial and product development functions

3. Litigation & Dispute Resolution

• Prepare pleadings, witness statements and case files for matters involving the Corporation
• Represent the Corporation in subordinate courts and liaise with external counsel
• Assist in negotiations, mediations and arbitrations to resolve disputes efficiently
• Maintain a litigation database and prepare periodic case status reports

4. Fraud Management & Risk Control

• Develop fraud prevention, detection and investigation mechanisms
• Review suspicious and complex claims and recommend corrective or disciplinary action
• Ensure recovery, subrogation and salvage processes minimise claims leakage

5. Financial Control & Stakeholders

• Manage claims expenditure and reserving adequacy; monitors loss ratios and settlement patterns
• Work with Finance and Underwriting on reserving and financial reporting
• Manage relationships with loss adjusters, assessors, garages, medical providers and legal practitioners

6. Customer Experience & Compliance

• Ensure fair, transparent, customer-focused claims service; resolves escalated complaints
• Ensure compliance with insurance regulations and claims handling standards
• Prepare claims reports for management, regulators, auditors and the Board

QUALIFICATIONS / CERTIFICATIONS

• Grade 12 School Certificate
• Bachelor’s degree in Insurance, Law, Business Administration, Finance, Risk Management or related field
• Minimum of 6 years’ relevant work experience

KEY TECHNICAL SKILLS & COMPETENCIES

• In-depth knowledge of general insurance claims across multiple classes of business
• Strong understanding of insurance law, policy interpretation and claims reserving principles
• Expertise in fraud detection, investigation and claims risk management
• Strong leadership, people management and coaching skills
• Excellent analytical, negotiation and decision-making abilities
• Proficiency in claims management systems, data analysis tools and MS Office Suite

HOW TO APPLY

Interested candidates who meet the minimum qualifications should submit their applications to:

Chief Human Capital & Administration Officer
ZSIC General Insurance Limited, Premium House, Independence Avenue, P.O. Box 30894, Lusaka, Zambia.

Online submissions: careers@zsicgi.co.zm