“Deliver Quality Claims”
By Jamila Akweley Okertchiri

Insurance companies have been urged to improve their relationship with their customers by paying claims quickly.
Rev. Asante Marfo-Ahenkora, president of the Ghana Insurance Brokers Association (GIBA), made these observations during the first memorial lecture held in Accra to commemorate the first anniversary of the death of Kwesi Essel-Koomson, founding Managing Director of KEK Insurance Group.
The lecture was themed: “Insurance claims - the role of the broker, the insurer and the reinsurer”.

Speaking on the brokers’ perspective, Rev. Marfo-Ahenkora said an insurance broker deals with many insurers so they have access to different types of insurance policies.
He explained: “They act on behalf of their clients and define what risk to insure, what type of cover is best and how much it should cost. In many cases, the insurance broker is most valuable in the event of a claim.”
He therefore admonished those insured to engage the services of insurance broker, stressing that brokers have a duty to work in the best interest of their clients and provide sound practical account independent of any insurance company.
Samuel Kwaku Ocran, Deputy Managing Director of Star Assurance Company, also speaking on the insurer’s role, noted that the claims unit of insurance companies deals quickly and fairly with all claims submitted while distinguishing between valid and invalid claims.
“When this is done, the insurer then assesses the loss or damage, adjusts and negotiates the claim amount, processes the claim for payment as well as indemnifies the insured in the form of repair, replacement, reinstatement or payment of cash”, he said.
Mr. Ocran however noted that an insurance company may refuse to pay claims due to false statement and failure to disclose relevant facts when applying for the insurance; claims which does not fall within the items insured in the policy; and failure to comply with the terms of agreement.
He asked persons insured to look beyond the white and black prints on the contract terms when applying for insurance.

Ken Aghoghovbia, Chief Executive Officer of Africa Reinsurance Corporation, in a speech read on his behalf, said the primary objective of the reinsurer is to settle claims promptly barring anything that might prevent them from doing so.
“It is evident that the primary role of reinsurance is essentially to give the necessary support to insurers to enable them meet their primary obligation, settle claims of policy holders and guide against the risk of collapse that may arise from the inability to settle genuine claims when due.”