Job Description
- Processing new claims in accordance to the latest Claims Best Practice or SOP document(s), with guidance of updated Letter of Authority granted.
- Issue acknowledgement note to Insured/intermediaries/marketers.
- Appointment of adjusters if necessary.
- Ensure prompt and accurate claim registration within 5 working days.
- Ensure Claims file creation (i.e. in Workview)
ii. Reserves created in the Financial Systems ( PolisyAsia & Meridian)
iii. Ensure all correspondences & docs being filed (i.e. in Workview)
- Follow-up for initial report from adjuster/surveyor/expert.
- CABFAC/CABCO Claims recoveries on outward placement
- Ensure PLA, RLA and SLAs sent to all follow insurers i.e. CAB & NONCAB within 7 working days.
- Timely issuance of PLAs, RLAs and SLAs to treaty reinsurers (where necessary)
- Monitoring the progress of claims
- Follow up with adjuster/surveyor/expert for the status of the claims including timely update the provision of reserve.
- Follow-up with adjusters for their Preliminary Report/Status Report/Final Report.
- Issue reminder to Insured/intermediaries/marketers on outstanding docs/information required.
- Diary/Pend the outstanding files for monitoring purposes.
- Claim processing
- Fast Track Claims (internal handling) – immediate attendance to claims to reach claim settlement within 3-5 working days.
- Non-Fast Track Claims (external handling) - claim approval within 7 working days upon receipt of adjuster's reports / last info or docs required.
- Ensuring fair and expeditious settlement of a valid claim in accordance to policy conditions, statutory requirement and Claims Best Practice.
- Communicate claims decision (offer or denial) to Insured / intermediaries/ marketers.
- Accurate claims payment including maintaining record of banking details & other related documents as required.
- Ensure all correspondences & docs being filed (i.e. in Workview)
- Ensure consistency in file status at Workview and PolisyAsia & Meridian
- Handling of complaints i.e.
- To monitor and manage complaints and disputes.
- To evaluate complaints so as to reduce the occurrence of systematic and recurring problems of service-related issues.
- Attending internal and external phone calls on claims related enquiry from claimants, Business Units & intermediaries.
- Timely submission of periodic and ad hoc requests for data, analysis and reporting i.e. large loss report to management, monthly XOL report, PIAM Quarterly report etc.
- Conduct file review – minimum once a year.
- Others
- Vendor management – compliance of service standard
- Fraud Management – fraud identification & management
- Subrogation Recovery – early action to be taken.
Qualifications
- Preferably with at least 3 years experience in handling non-motor claims
- A degree and preferably with professional insurance qualifications
