Executive Travel Claims Care

To manage and process travel insurance/takaful claims with efficiency, accuracy, and empathy, delivering a hyper-personalized and seamless customer experience that reflects Etiqa's commitment to fast & easy service. To supporting Travel Insurance/Takaful as a high-visibility sampler product by delivering claims services that exceeds expectations, ensuring that the claims experience leaves a strong, positive impression on customers—building trust and increasing the likelihood of loyalty and cross-sell potential. To reviewing and verifying claims, liaising with internal teams and external service providers, identifying potential fraud, and ensuring timely and fair claim resolutions – supporting the company's commitment to trust, customer satisfaction and operational excellence.The role also supports process improvements, digital claims handling, and contributes feedback to enhance service delivery in alignment with Etiqa's digital-first and customer-centric strategy.

Job Description

1. Claims Assessment and Processing

• Strong understanding of travel insurance/takaful benefits, exclusions, and required documentation.
• Skilled in reviewing claims submissions, validating supporting documents, and applying policy terms fairly and consistently.
• Ability to handle various claim types (e.g. medical, trip cancellation, baggage loss) efficiently.

2. Accuracy and Attention to Detail

• High level of accuracy in data entry and claims evaluation to prevent errors or overpayments.
• Ability to spot inconsistencies or suspicious patterns that may indicate fraud or misrepresentation.

3. Digital Claims Handling

• Proficient in using claims management systems, workflow tools, and digital claim submission platforms.
• Able to support the shift toward self-service and automation (eFNOL, online status updates, etc.).

4. Customer Communication

• Clear, empathetic, and professional communication skills—both verbal and written.
• Capable of explaining claims decisions and next steps to customers in a respectful and understandable way.
• Handles difficult conversations and complaints with patience, tact, and emotional intelligence.

5. Time and Task Management

• Ability to manage multiple claims efficiently, prioritize urgent cases, and meet service-level turnaround times (TAT).
• Maintains strong personal organization and meets productivity targets with minimal supervision.

6. Problem Solving and Decision Making

• Capable of making sound, justified claims decisions based on available information, policy wording, and guidelines.
• Takes initiative in resolving issues or escalations and escalating complex cases appropriately.

Qualification / Requirements

• Degree holder of Insurance/other related courses
• At least 1 year experience in handling claim processing

*Please be informed that this is for 1 year contract position