Personal Line Claims Handler - Travel

Job title: Personal Line Claims Handler - Travel

About the Role Manage personal line claims with a focus on Travel, operating with low supervision to handle standard to complex travel claims in a customer-centric manner. The role aims to deliver efficient claims service while achieving appropriate settlements within authority limits.

What You'll Do

• Promptly handle first and third party claims taking responsibility to resolve all enquiries from both customer and external contacts to ensure delivery of a focused claims service
• Develop a claims case strategy to ensure that appropriate reserves are assigned with investigations conducted and appropriate suppliers engaged
• Review, resolve and proactively finalise claims within authority limits ensuring settlement at an optimum level
• Acquire and efficiently organise the relevant evidence and information to accurately assess the value of the claim and to recognise potential fraud/recovery indicators
• Act as a referral point for cases escalated by standard handlers
• Adhere to local regulatory and governance requirements throughout the life of the claim to ensure that we make decisions using the right standards.
• Serve as the mentor and provide guidance to junior colleagues
• Refer to customer specific claims handling protocol and/or customer proposition service charter to ensure that we understand & fulfil the needs and expectations of our customers.
• Direct conversation with customer over the phone or email is required

What We're Looking For

• Bachelor’s Degree or Diploma holder typically working towards relevant professional qualification and the recognised industry standard
• Over 2 years' insurance experience in claims handling, preferably focusing on travel claims
• Good technical knowledge on claims handling, preferably travel insurance
• Good customer service skill to engage, influence, negotiate and inform customers on claims related matters
• Understand industry standards and protocol
• Knowledge of claims agreements
• Interpretation of policy cover
• Recognise relevance of customer proposition and how to interpret specific handling requirements
• Recognise the benefit of providing excellent customer service
• Be able to articulate how to prioritise and work to deadlines
• Good command of written & spoken English and Chinese (including Cantonese and Mandarin)
• Desire to learn and be flexible to business change
• Details oriented with strong analytical mind set
• Team player with good interpersonal and communication skills
• Self motivated, able to work under pressure and handle multiple tasks

Nice to Have

• Candidates with less experience can be considered as Claims Assistant