Claims Analyst (Travel)

Job Brief:

To process and manage AirAsia Travel Insurance claims within assigned authority limits in accordance with Company policies, procedures, service standards, and regulatory requirements. The role is responsible for delivering timely, fair, and accurate claims outcomes while ensuring full compliance with Bank Negara Malaysia's Guidelines on Claims Settlement Practices and supporting a high level of customer satisfaction.

Job Responsibilities:

• Process, assess, and approve AirAsia Travel Insurance claims within delegated authority and defined job scope.
• Ensure claims are handled promptly, accurately, and fairly in accordance with Company policies, procedures, and Claims Service Standards.
• Ensure full compliance with regulatory requirements, including Bank Negara Malaysia's Guidelines on Claims Settlement Practices.
• Deliver quality claims service to support customer satisfaction and achieve agreed turnaround time (TAT) targets.
• Liaise with internal stakeholders and departments on claims-related matters, including providing support for new product planning, enhancements, or launches related to AirAsia Travel Insurance.
• Identify, assess, and escalate complex, high-risk, or exceptional claims to the Claims Unit Head in a timely manner for review and decision.
• Support the Claims Unit Head in day-to-day operational activities, including claims administration and workflow management.
• Maintain accurate and complete documentation, records, and reports to support audit requirements, management reporting, and regulatory compliance.
• Participate in continuous improvement initiatives to enhance claims processes, service quality, and operational efficiency.
• Perform any other duties as assigned from time to time in support of business and operational needs.

Job Requirements:

• Bachelor's degree in Insurance, Risk Management, Business Administration, Finance, or related field.
• Fresh graduates or candidates with up to 1 year of experience are encouraged to apply (travel insurance preferred).
• Strong analytical, problem-solving, and communication skills.
• Detail-oriented with the ability to manage multiple tasks.
• Customer-focused mindset with a commitment to service excellence.
• Willingness to learn and adapt in a fast-paced environment.

Diversity & Inclusion Commitment

The Company is committed to providing equal employment to all individuals regardless of their race, colour, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status or any other characteristic protected by applicable laws.

We try make sure everyone has a fair chance to work with us, no matter where they're from or who they are. We believe having different kinds of people on our team makes us better and more creative. Our friendly environment is all about treating every person with respect and making sure everyone's ideas count. We want people from all all walks of life to apply and be part of our mission to create a place where everyone is welcome and valued.