Dolphins Group - Book Now


Practical Skill Sets to Saves Costs and Time


The underlying insurance policy is at once a contractual obligation to pay certain sums on behalf of the insured under specific circumstances defined in the policies. It is typically based on obligations that emerge from civil tort laws where for example the insured’s negligence creates the obligation to pay for damages caused by an act of negligence (at tort).

Insurable risks are “treatable” using insurance contracts that by their very nature create dual obligations among the two key parties: the insured (typically the “claimant” in a first-party claim situation) and an insurer. The terms and conditions of these agreements include many that apply to making and resolving “claims” by the parties (or in a liability agreement, a third-party against the insured) where the insurer commits to its obligations for paying specifically defined expenses and legal obligations of and/or to its insured when relevant contract conditions are met by the insured.

This dolphins training course will give all the best practices that will put you on the right track to avoid expensive mistakes which will affect the outcome of your claims. The topics outlined below will be central to the successful management of risk by both the intermediary and the insurer and cover the main pertinent core contract administration and claims requirements.

This training course will highlight:

  • Mitigate the risk exposure on policies through better management of claims
  • Learn how best to resolve claims promptly in a fair and reasonable manner
  • Emerging issues affecting claims management
  • Use of Alternative dispute resolution in claims management
  • Quantifying claims


By the end of this training seminar, you will be able to:

  • Resolve Claims Disputes and avoid expensive litigation
  • Demonstrate commitment to customers
  • Create customer loyalty with improved communication and strong negotiation skills
  • Apply best practices in claims process and claims cost control measures.

Training Methodology

The training course will be instructor lead either virtually or face to face with interactive sessions and detailed case studies. This training course will utilize a variety of proven learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes exercises designed to improve and sharpen the skill sets of delegates in planning, analysing, negotiating and managing claims through interactive sessions using quizzes, case studies, discussion groups and scenario building. The objective of the interactive sessions is to enable participants to apply the knowledge and understanding gained during the course. This will help delegates practical insights into managing the contract risks and enhancing their rewards.

Organisational Impact

The organisation will benefit by:

  • Having a claims team who have a deep understanding of claims management and procedure
  • Saving costs and management time in resolving claims by honing the skills of the claim management team.
  • Providing options to management on how best to deal with claims and solutions available.
  • Analysing and strategizing on the best approach to handles disputes resulting from claims.
  • Learn to use alternative dispute resolution processes to resolve claims disputes.


Personal Impact

The delegates will be having the following benefits:

  • How to evaluate and quantify claims
  • Deal with various claims and what to approve and what not to
  • Understanding the overarching legal and pragmatic goals in managing claims
  • Gains skill sets to be better prepared to deal with difficult issues.
  • Knowing different dispute resolution methods to resolve claims disputes.

Who Should Attend?

This training course is suitable to a wide range of professionals but will especially benefit:

  • Insurance Claims Professionals
  • Risk Professionals
  • Insurance Agents
  • Insurance Brokerage claims staff
  • Bancassurance claims staff

Course Outline


  • Introduction to claims
  • Managing the Claims Process
  • Claims process control
  • Setting case reserves


  • Quantifying claims
  • Alternative Dispute Resolution – mindset
  • Claims Negotiation
  • Conciliation in disputes
  • The role of IRA in claims disputes conciliation


  • Mediation in claims disputes
  • Arbitration in claims disputes
  • The Litigation process
  • Managing the litigation process


  • Emerging legal and regulatory issues in claims management
  • Small claims court
  • Insurance Fraud
  • Role of technology in fraud mitigation
  • Managing service providers


  • Claims control measures
  • Industry measures
  • Insurers measures
  • Service provider related measures
  • Collaborating with other stakeholders experts, intermediaries, underwriters.
  • Claims and customer service
  • The Wow factor delighting customers in the claims process

Dolphins Group - Book Now


Dolphins Training & Consultants ltd

View Park Towers ,10th Fl ,Utalii Lane & L584-off UN Avenue, Gigiri.
P O Box 27859 00100 Nairobi, Kenya Tel +254-20-2211362/4/5 or 2211382

Cell:+254-700 086 219 / +254-712 636 404

Your No.1 Corporate Training Partner DIT No./ 711


We push the human race forward and so do you.. Unleash Your True Potential.!