Management Policies Applied in Processing Claims,A Case of NSSF Nakuru

This study examined application of management policies in processing member claims in National Social Security Fund, Nakuru by identifying policies, characterize claims processing; determine policies' relative importance and effect. Primary data was taken from 40 NSSF staff and 30 retirees in Nakuru Municipality using structured questionnaires. Data was analyzed using SPSS by descriptive and inferential statistics (Factor and Chi Square), and findings presented in frequency tables, graphs and pie charts. Findings were: most staff were familiar with policies applied in the order: customer service and corporate imaging (.727), change management (.605), human resource capacity development (.581), products positioning, marketing and research (.437), information and communication technology (.225). The study hypothesis was not rejected implying that policies' application has not improved claims processing. Challenges in order of merit: Goal clarity (.737), communication (.615), employee motivation (.571), knowledge structure (.427), organizational environment (.215), training and development (.125). The recommendation was urgently address the policies applied to a lesser extent.