This role is to manage and process Non-Motor Insurance claims (including Fire, Engineering, Miscellaneous, and Liability classes) within assigned authority limits in accordance with Company policies, procedures, and regulatory requirements. The role focuses on end-to-end claims handling, ensuring timely, fair, and accurate settlements while maintaining compliance with internal standards and regulatory guidelines.
Job Description
- Handle end-to-end claims processing from notification through investigation, assessment, and final settlement for Non-Motor (Fire, Engineering, Miscellaneous, and Liability classes)
- Assess policy coverage, determine liability, and ensure claims decisions are made accurately and fairly within delegated authority.
- Ensure claims are processed promptly, efficiently, and in line with Company policies, procedures, and service standards.
- Establish appropriate claim reserves and conduct ongoing monitoring and updates throughout the claim lifecycle.
- Liaise with internal stakeholders and external parties including brokers, agents, adjusters, insureds, third parties, solicitors, financial institutions, and regulatory bodies (e.g., Bank Negara Malaysia, FMB).
- Escalate complex, high-value, or high-risk claims to the Claims Unit Head or Senior Management in a timely manner.
- Conduct periodic and annual file reviews of outstanding claims, ensuring accurate status updates and reserve adequacy.
- Monitor and report adverse claims developments to management and relevant stakeholders.
- Initiate recovery processes and followed through, where applies.
- Handle and respond to customer complaints and inquiries professionally, ensuring resolution within agreed service standards.
- Maintain proper documentation and records for audit, compliance, and reporting purposes.
- Support departmental objectives by meeting productivity, turnaround time, and quality benchmarks.
- Adhere to company risk, compliance policies, and regulatory requirements at all times.
- Perform other duties as assigned from time to time in support of business needs.
Job Requirements
Key Requirements
- Diploma or Degree in Insurance, Business Administration, or related fields.
- 3–5 years of experience in general insurance claims handling, preferably in Non-Motor classes.
- Experience in liability and engineering claims is an added advantage.
- Good understanding of insurance policy wordings, claims practices, and coverage assessment.
- Familiarity with Bank Negara Malaysia guidelines and regulatory requirements.
- Strong communication and stakeholder management skills with a customer-focused mindset.
- Detail-oriented with strong analytical skills and the ability to manage multiple claims within deadlines.
- Proactive, responsible, and able to work independently with minimal supervision.
