About FWD Group
FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance.
For more information, please visit www.fwd.com
In Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website; as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.
If you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.
PURPOSE
Responsible for the accurate and timely settlement of personal lines (Maid / PA / Home) within the service turnaround time and delivery of efficient, professional customer service in accordance with the Company’s claims service philosophy and standards. In addition, the role is also expected to guide the team to maintain best claim practice and to always strive for continuous improvement on claim file handling with feedback.
KEY ACCOUNTABILITIES
- Proactively manage non-motor claims (Maid / PA / Home claims) to achieve a timely, accurate, customer focused and cost-effective claim resolution within authority limit
- Effective communication of key/complex claims to broader internal or external stakeholders
- Respond to claims handling enquiry, correspondences and provide effective and efficient communication to customers within TAT and provide a consistently strong customer service standard
- Manage claim cost and financial control through ensuring adequate reserves, mitigate losses including early identification of subrogation opportunities and pursue recoveries to its full potential to avoid leakage and to improve loss ratio
- Identify suspicious fraudulent claims and report it when discovered during the handling of claims
- Pro-actively provide claims feedback to internal stakeholders, such as product / underwriting, CE, Policy Servicing
- Guide the team to maintain best claim practice and to seek continuous improvement in claims processes for better cost control and improve customer satisfaction
- Complaints handling, escalation from team member or junior exec
- Assist in weekly claims reports to monitor team’s performance and submission of month end claims report
- Assignment and management of loss adjuster, solicitor, investigator and claims TPA to ensure that they adhere to the standard claims operating procedure and meet the agreed deliverables. This includes to provide technical advice to TPA and conduct necessary audit.
- Contribute and participate in claims projects and other initiatives, such as perform user testing on system enhancement
- Any other ad-hoc responsibilities as per assigned by the Reporting Manager.
QUALIFICATIONS / EXPERIENCE
- Diploma/Degree holders
- Possess the necessary General Insurance certification – BCP & PGI
- At least 3 years of experience in claims assessment/handling in insurance companies especially personal lines insurance
KNOWLEDGE, SKILLS & ABILITY
- Proficient in MS office application
- Good listening, writing communication skills and customer service skills.
- Able to manage and respond to challenging demands of working in a fast-paced environment
- Proactive and good time management skills
- Pleasant personality and supportive team member