Insurance Claims Support Specialist

6 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Generali Group Full time

Job Description

As a Senior Executive, Claims Support Services with the Generali Group, you will play a vital role in ensuring seamless claims support to customers. Your primary responsibility will be to handle incoming emails and first notifications of loss, arranging for registration while providing timely and accurate responses.

Main Responsibilities

  • Respond to all incoming emails sent to the claims mailbox
  • Provide clear advice on claims procedures and documents required
  • Offer accurate claims status updates to the sender
  • Refer complex issues to the respective claim units
  • Ensure claims notifications and follow-up claims documents are accurately forwarded
  • Assign claims documents to the Claims Registration Team for registration

Complaint Management

  • Evaluate complaints and escalate them to the respective Claims Unit Heads when necessary
  • Assist customers by providing necessary advice on claims procedures and status
  • Closure loop callbacks to NPS detractors
  • Provide insights and feedback gathered during closure into the dedicated survey platform

Service Delivery

  • Adhere to Group policies, guidelines, and relevant laws
  • Implement additional tasks assigned by the unit head within deadlines
  • Maintain good claims service aligned with service benchmarks

Reporting

  • Update productivity tracker daily
  • Prepare reports and provide data to the unit head as required

Projects

  • Participate in projects assigned by the unit head
  • Perform other responsibilities as assigned by the unit head to meet operational requirements

Requirements

  • SPM or GCE 'O' Level or higher, Degree/Diploma in Insurance or related field
  • Minimum 3 years' experience in a similar role
  • Customer service experience is an added advantage


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