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Customer Service Claims Adjuster

Silver Spring, MD
February 12, 2024

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Maxwell K. Marfo

Auto Liabilities Claim Adjuster

More than Ten (10) years of expertise in adjusting Auto Liabilities in European and African insurance markets, but recent entry into the American market. I partnered with at least 10 of the world's leading insurance brokers on many insurance transactions, including Lloyd's Markets in the UK, Marsh and McLean, Aon Plc, WTW, Arthur Gallagher & Co., and Lockton.

I hold a Master’s degree in Business Administration, a Chartered Property and Casualty Underwriter (CPCU), Certified Loss Adjuster and License Financial Advisor. My preferred employer is the one that encourages initiatives, recognizes contribution, and provides opportunity for individual growth.


Regal Risk Management LLC, 730 Peachtree Street NE# 570

Atlanta GA 30308

Claims Adjuster/Risk Mgt – August 2023 to Present

Executed overall strategy for the claims Department.

Prepared draft manual for the Claims Department

Provide prompt, courteous and high-quality customer service to all policyholders and claimants by answering customer calls, filing claims, and resolving customer requests

Reviewed and acknowledged claims notification received from cedants and brokers.

Gather necessary information from customers to initiate the claim and explain policy, coverage, and appropriate course of action

Manage an inventory of claims, establish initial reserves for all potential exposures, and adjust as appropriate throughout the claim

Coordinate the repair of damaged vehicles and assist with rental reimbursement

Recognize recovery opportunities in regards to subrogation and salvage, as well as total loss

Ensure compliance, policy provisions, and standard operating procedures

Communicate with involved parties and negotiate appropriate settlements with claimants, insureds, and attorneys within approved payment authority

Provide input for continuous development of claims guidelines, best practices, and process improvements

Oversee and direct outside investigative service providers and work closely with the client and client counsel and investigative services to resolve the claim

Engage in learning opportunities to build knowledge of personal lines claims, court decisions impacting the claims’ function, current guidelines in claims function, and policy changes and modifications

Metro Public Adjusters Inc, Silver Spring - MD, USA

Claims Adjuster Trainee – June 2023

Gather necessary information from customers to initiate the claim and explain policy, coverage, and appropriate course of action

Studying insurance policy documents

Learning coverages and perils

Tracking period of insurance and date of loss

Learning how to interpret policy wording

Transamerica Financial Life Insurance; Cedar Rapids – IA, USA

Licensed Financial Professional – July 2023 Par-Time

Advising clients on life and investment products

Defined clients’ needs and worked with the team to develop plans focused to protect clients’ assets and income

Strategically followed up with leads and contacts providing exceptional customer service

Guiding claimants on steps in the claim process

Educating clients on market trends and products that best fit their needs whilst guiding them through claims where necessary.

Serene Insurance Company Limited – Accra, Ghana, West Africa

Chief Operating Officer; Supervised claims Dept. April 2018- June 2022

Reports to the Chief Executive Officer claims related matters end to end

Supervises the entire claims Department as well the branches of the Company

Setting the approval limits for Managers and other staff under the Department

Liaising with both the Reinsurance Department and the Underwriting Department Managers on reinsurance claims and raising red flags on how some underwritings are done.

Part of the Team that arranges for reinsurance treaties for the Company

In charge of savages and subrogation, reports on it to the both the Chief Executive and the Chief Finance Officer


Developed and released a Claims guide for the Department to follow.

Successfully established a swift timeline within which insurance and reinsurance claims were paid.

In charge of and successfully arranged excess of loss reinsurance with reinsurers.

Established a system where reinsurance profit commission were paid swiftly paid by reinsurance because less claims were made.

Safeguard Insurance Brokers – Accra Ghana West Africa

Chief Operating Officer; In charge of Claims February 2018 - April 2018

Establishing the upper limit of approval for managers and other employees under the department

Reporting to the board through the chief executive officer

Supervising the entire claims department and the company's branches

Coordinating with the managers of the underwriting and reinsurance departments on reinsurance claims and bringing up concerns about certain underwriting procedures

Leads the team that negotiates reinsurance agreements for the business;

Reports to the chief financial officer and executive officer on savages and subrogation.

Ascoma International Insurance Brokers - Accra, Ghana West Africa

Chief Operating Officer; In Charge of Claims August 2014 - February 2018

Makes sure claims lodged with insurers on behalf of claims are paid promptly.

Makes sure that clients satisfy all documentations before claims are placed with insurers.

Evaluates the solvency of insurers before underwriters’ place businesses to carriers.

Develops agreements with some selected insurers on timelines

Assist underwriters to place complex facultative risk to brokers/reinsurers outside the shores of the country.


Successfully arranged for reinsurance treaties for insurers for commission.

Established a new claims work-flow which effectively stopped seepages

Consistently negotiated for a better commission rate for the organization through using compelling claims ratios

Unique Insurance Company Limited - Accra, Ghana West Africa

Head of Claims – November 2012 – August 2014

Developed a strong platform that engages a good adjuster for the company

Analyzed and placed fa

In charge of putting together our Mid-Year Audit and treaty renewals documents.

Performed experience analysis on our various treaty programs by bringing in claims perspective.

Negotiated a best rate with field adjusters

Reported to the Board Technical Sub-Committee on all claim matters including recoveries


Developed an effective marketing strategy for third party claims inward. Service third claims quickly such that that client brings his/business to you. This is because, I am a firm believer that how well you service the claims is how well the client sells the Company.

Steadily grew businesses received through claims payment year by year by 20%. (Third Party claims business)



May 2023

Chartered Property Casualty underwriters, (CPCU)

From American Insurance Institute, Malvin, PA, USA

2023: Licensed and a certified Adjuster, from Maryland Insurance Administration, Maryland State, USA

2023: Licensed Health and Life Insurance, Maryland Insurance Administration, Maryland State, USA

2010: Chartered Insurer, ACII from Chartered Insurance Institute London, United Kingdom, UK

2011: Master’s Degree from Sikkim Manipal University, India

2024: Certificate in Xactimate (for Loss Adjusters), San Francisco, CA, USA

2024: Certificate in Commercial Contracts, San Francisco, CA, USA

2024: Certificate in Workmen’s Compensation and alternatives, San Francisco, CA USA

2024: Certificate in Insurance Fraud, San Francisco, CA USA

2024: Certificate in Cyber Security Risk Management, CA,

MS Word, Excel, PowerPoint, Teams, Outlook

Marketing in conferences

Project Management

Time Management

Oral & Written communication

Domain Reinsurance Data Analyst

Specialist in Opportunistic Reinsurance Claim Fraud

Currently a student learning Python for Data Analytics and Cyber Security

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