APAC Complaints Investigator

CIGNA Worldwide General Insurance Company Limited; Kuala Lumpur; On-site; MYR 65,000 - 100,000; Full time

Job summary

CIGNA Worldwide General Insurance Company Limited is seeking a Complaints Analyst (APAC) to own and resolve APAC complaints from identification through to final response in Kuala Lumpur.

You will gather evidence, interpret policy terms, and collaborate across claims, clinical, customer service and compliance to deliver fair, auditable outcomes.

The role requires strong investigation skills, English proficiency and the ability to manage sensitive cases across regions.

Qualifications

• Experience in complaint handling in insurance or healthcare.
• Strong investigation and analytical skills.
• Excellent written and verbal English.
• Ability to document clearly and maintain auditable records.
• Customer-focused and resilient under pressure.

Responsibilities

• Manage an allocated caseload end to end, prioritising by deadline and risk.
• Recognise and record formal complaints distinctly from service queries.
• Gather and assess evidence including calls, correspondence, and policy terms.
• Build a clear chronology, identify root cause and test processes and communications.
• Interpret policy terms and seek specialist input as required.
• Reach balanced outcomes and recommend proportionate redress within authority.
• Produce clear acknowledgements, updates and final responses with evidence and rationale.
• Maintain complete and auditable records in Salesforce and trackers.
• Escalate high-risk cases with concise summaries and next steps.

Skills

Complaint handling

Investigation

Analytical skills

English fluency

Tools

Salesforce

Microsoft 365

Job description

CIGNA Worldwide General Insurance Company Limited is seeking a Complaints Analyst (APAC) to own and resolve APAC complaints from identification through to final response in Kuala Lumpur.

You will gather evidence, interpret policy terms, and collaborate across claims, clinical, customer service and compliance to deliver fair, auditable outcomes.

The role requires strong investigation skills, English proficiency and the ability to manage sensitive cases across regions.