Executive, Customer Promise

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Prudential plc Full time
Prudential's purpose is to be partners for every life and protectors for every future.

Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners.

We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions.

We pledge to make Prudential a place where you can Connect, Grow, and Succeed.


The incumbent is responsible to provide efficient and effective support to the Company goals by meeting and exceeding their expectations on operational processes.

The complexity of the insurance business requires the incumbent to acquire a thorough knowledge of the different insurance products (and their functionalities / technicalities) and operational processes to ensure customer's enquiries are resolved in accordance with agreed service levels.

The incumbent is also required to work closely with other operations departments in delivering excellent service quality to customers.

  • Adhering to our claims workflow in relation to major, accident and hospitalization claims procedure
  • Assess and provide justifiable claims according to policy terms and conditions to our valued policy holders
  • Approving claims within the department benchmark/turnaround time and authority limit
  • Recommend for claim approval/repudiation
  • To ensure claims appeal from any parties are attended and respond within the benchmark set by the department
  • To ensure and monitor claims processing benchmark and turnaround time
  • To closely follow up on outstanding cases
  • To correspondences on and day to day operation functions of the department and coordinates with other departments
  • To handle queries from other insurance companies via ICVS and ensure the respond within the benchmark set by ISM
  • To prepare correspondences both internally (sales advisor and other departments) and externally (policyholders, employer, private investigator, OFS/BNM and repudiation letter.
  • Updating and submission of reports as required by management within the agreed service standards
  • Liaise with Prudential Malaysia's IT division to troubleshoot issues / cases encountered in the day to day operations.
  • Continuously review and update/document the administrative rules and processes for effective and efficient operation of the sections.
  • Continuously attend / involve with training for personal and career development.
  • To review and provide opinion from medical perspective eg medical conditions, treatments, conformity to contract definition etc
  • Undertake projects / other work and duties allocated by management as and when required

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