Complex Claims Adjuster (French Speaking)

Zurich Cover-More; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Benefits offered by this job

16 days annual leave

Personal and family health insurance

Life insurance

Employee rewards and recognition

Job summary

Zurich Cover-More is seeking a skilled claims professional in Kuala Lumpur to manage complex travel insurance claims end-to-end. You will apply sound judgement, thorough analysis and clear communication to deliver timely, fair outcomes for customers and the business.

The role requires strong English and French, with experience in insurance claims and customer service. You will work within a team, ensuring accurate documentation and adherence to policy requirements in a fast-paced environment.

Qualifications

• Experience in claims handling within insurance, travel insurance, assistance services, hospitality or customer service environments.
• Strong analytical, numeracy and attention to detail to interpret policies and documentation.
• High proficiency in English and French with clear written and verbal communication.
• Proven ability to manage a complex workload, prioritise and meet service deadlines.

Responsibilities

• Manage and resolve complex claims with effective investigation, assessment and settlement techniques.
• Analyse policy coverage and records to determine liability and appropriate decisions.
• Engage with customers to clarify claim queries and explain next steps clearly.
• Communicate with claimants, employers, medical providers and third‑party services to gather information.
• Proactively manage claim portfolios with diary and workflow controls to meet SLAs.

Skills

Claims handling

English & French

Analytical thinking

Stakeholder communication

Job description

Job Type: Permanent - Full Time

Location: Kuala Lumpur

Job Category: Call Centre and Customer Service,Insurance & Superannuation

Job Description

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What You’ll Be Doing

You will manage complex travel insurance claims end‑to‑end, applying sound judgement, technical analysis and clear communication to achieve timely, fair and cost‑effective outcomes for customers and the business.

• Manage and resolve complex claims, applying effective investigation, assessment and settlement techniques to achieve accurate and timely outcomes.
• Analyse policy coverage, documentation and supporting records to determine liability and appropriate claim decisions.
• Engage with customers to refine and clarify claim queries, ensuring accurate processing and a clear understanding of next steps.
• Communicate with external parties including claimants, employers, medical providers, repair centres and third‑party service providers to gather information and progress claims.
• Proactively manage claim portfolios using diary and workflow controls to meet service level agreements and minimise delays.
• Set, review and adjust claim reserves within delegated authority levels.
• Identify potential subrogation opportunities or fraud risks and refer matters to relevant specialist teams.
• Provide high‑quality service throughout the claims lifecycle, ensuring communication is clear, professional and aligned with company policies and regulatory requirements.
• Maintain accurate and complete claim documentation in all relevant systems.
• Contribute to continuous improvement initiatives and support additional duties aligned to evolving business needs.

What skills and experience you’ll bring on this journey:

You will have strong claims judgement, analytical capability and the confidence to manage complex matters independently while delivering reliable customer outcomes.

• Experience in claims handling within insurance, travel insurance, assistance services, hospitality or customer service environments.
• BCP & PGI Certification, or the willingness to earn these certifications.
• Strong analytical, numeracy and attention‑to‑detail skills, with the ability to interpret policies and complex documentation.
• High proficiency in English and French, with clear and effective verbal and written communication skills.
• Demonstrated ability to manage a complex workload, prioritise effectively and meet service deadlines.
• Confidence engaging with internal and external stakeholders, building constructive working relationships.
• A solutions‑focused mindset, with the ability to identify issues, resolve problems and improve processes.
• The ability to work under pressure, exercise sound judgement and take accountability for outcomes.
• Integrity, professionalism and the ability to work both independently and collaboratively to achieve shared objectives.
• Previous experience identifying or referring subrogation or fraud risks is desirable.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Career growth

This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Diversity and inclusion

We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

We Also Offer Some Fantastic Benefits Including

• 16 days annual leave
• Personal and family health insurance coverage
• Life insurance
• Employee rewards and recognition schemes