Handle personal line claims with focus on Travel
With low levels of supervision to manage standard complex (medium / high severity / complexity) claims in the most effective, efficient way whilst delivering a customer centric claims service in a manner which supports Zurich Basics
Promptly handle first and third party claims taking responsibility to resolve all enquiries from both customer and external contacts to ensure delivery of a focussed claims service
Develop a claims case strategy to ensure that appropriate reserves are assigned with investigations conducted and appropriate suppliers engaged
Acquire and efficiently organize the relevant evidence and information to accurately assess the value of the claim and to recognize potential fraud / recovery indicators
Review, resolve and proactively finalize claims within authority limits ensuring settlement at an optimum level
Act as a referral point for cases escalated by standard handlers
Adhere to local regulatory and governance requirements throughout the life of the claim to ensure that we make decisions using the right standards
Serve as coach / mentor to lower level colleagues
Refer to customer specific claims handling protocol and / or customer proposition service charter to ensure that we understand & fulfil the needs and expectations of our customers.
Direct conversation with customer over the phone or email is required
Degree / Diploma holder
Around 2 - 4 years' insurance experience in claims handling, preferably travel claims
Good technical knowledge on claims handling, preferably travel insurance.
Good customer service skill to engage, influence, negotiate and inform customers on claims related matters
Understand industry standards and protocol
Knowledge of claims agreements & interpretation of policy cover
Be able to articulate how to prioritize and work to deadlines
Desire to learn and be flexible to business change
Detail-oriented with strong analytical mind set
Recognize relevance of customer proposition and how to interpret specific handling requirements
Recognize the benefit of providing excellent customer service
Team player with good interpersonal and communication skills
Good command of spoken and written English and Chinese
Self-motivated and be able to work under pressure and handle multiple tasks
At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?
We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great!
Join us as we constantly explore new ways to .
Location(s) : HK - Hong Kong