Head of Claims - General Insurance

Progressive Insurance Bhd; Kuala Lumpur; On-site; MYR 350,000 - 550,000; Full time

Job summary

Progressive Insurance Bhd is seeking an experienced Head of Claims to provide strategic and operational leadership across the end-to-end Claims function. The role focuses on delivering excellent customer outcomes, maintaining claims quality, and driving portfolio profitability through governance and transformation.

You will oversee claims across Motor and Non-Motor portfolios and work with Underwriting, Actuarial, Risk, Finance and others to strengthen governance, cost management and

Qualifications

• Bachelor’s degree required in Insurance, Risk Management, Law, Business, or related field.
• Professional Insurance certifications (e.g., ACII, AMII, ANZIIF) are highly desirable.
• Minimum 10–15 years’ experience in general insurance claims, with at least 5 years in senior management or leadership roles.
• Strong technical understanding of general insurance products, claims practices, litigation process, and repair/medical ecosystems.
• Deep familiarity with regulatory requirements and governance best practices.

Responsibilities

• Lead Claims Strategy & End-to-End Operations for Motor and Non-Motor portfolios.
• Strengthen governance, quality and regulatory compliance of claims processes.
• Collaborate with Actuarial, Underwriting, Risk and Finance to improve cost management and profitability.
• Drive a customer-centric claims experience with fast, fair, and transparent decisions.
• Lead transformation through digitalisation, automation and data-driven initiatives.
• Develop and coach a high-performing Claims team with clear performance expectations.

Education

Bachelor’s degree in Insurance, Risk Management, Law, Business, or related field

Job description

We are looking for an experienced Head of Claims to provide strategic and operational leadership across the end-to-end Claims function. This is a senior leadership opportunity for an insurance claims professional who can balance customer outcomes, claims quality, portfolio profitability, governance and operational transformation.

You will play a key role in strengthening the way claims are managed across Motor and Non-Motor portfolios while working closely with Underwriting, Actuarial, Risk, Finance, Reinsurance, Customer Care and other business functions.

JOB RESPONSIBILITIES

1. Lead Claims Strategy & End-to-End Operations

Develop and execute the Claims strategy in line with business objectives, underwriting strategy and portfolio performance.

Oversee end-to-end claims operations across Motor and Non-Motor lines, including Fire, Marine, Medical, Liability and other general insurance portfolios.

2. Strengthen Claims Governance, Quality & Regulatory Compliance

Establish and maintain claims policies, procedures, authority limits and governance frameworks.

Ensure claims practices comply with applicable BNM requirements, regulatory expectations, internal risk frameworks and fair treatment principles.

Monitor claims performance, loss trends, reserves, leakage and key operational KPIs to identify areas for improvement.

Partner with Actuarial, Underwriting, Risk and Finance to strengthen claims cost management and portfolio profitability.

4. Champion Customer-Centric Claims Experience

Drive a culture of fair, fast and transparent claims across the organisation.

Ensure claims decisions and customer communications meet internal service standards and regulatory turnaround expectations.

5. Drive Claims Transformation & Business Improvement

Lead digitalisation, automation and data-driven initiatives to improve claims efficiency, accuracy and decision-making.

Identify opportunities to simplify processes, reduce operational leakage and enhance claims productivity.

6. Build a High-Performing Claims Organisation

Lead, coach and develop the Claims team to build strong technical capability and leadership depth.

Establish clear performance expectations, competency development and succession planning.

QUALIFICATIONS & EXPERIENCE

Bachelor’s degree in Insurance, Risk Management, Law, Business, or related field.

Professional Insurance certifications (e.g., ACII, AMII, ANZIIF) are highly desirable.

Minimum 10–15 years’ experience in general insurance claims, with at least 5 years in senior management or leadership roles.

Strong technical understanding of general insurance products, claims practices, litigation process, and repair/medical ecosystems.

Deep familiarity with BNM regulations, RBC, and claims governance best practices.

Why Join Progressive Insurance Bhd?

Progressive Insurance Bhd publicly highlights a conducive working environment, training opportunities and career development pathways for its employees. For this senior leadership position, the recruitment team should consider prominently communicating the following where applicable and confirmed by the hiring team:

Competitive senior-management remuneration package

Performance-based bonus / incentive

Medical and insurance coverage

Annual leave and other statutory benefits

Leadership development and professional training

Career progression and succession opportunities

Senior stakeholder exposure and cross-functional leadership

Opportunities to lead claims transformation and digitalisation initiatives

Progressive Insurance Bhd was incorporated on June 8, 1974 and was initially knowns as Sri Bumi Insurance Sdn Bhd. On 7 December 1975, the name Sri Bumi Insurance Sdn Bhd was changed to Progressive Insurance Sdn Bhd. On May 30,1997 the company was converted into a Public Company and the name was changed to Progressive Insurance Bhd.

The company’s financial equity was significantly strengthened as well - first with Permodalan Bumiputra Sabah Berhad, a state-owned company, becoming a major shareholder in 1987 and then later with the Sabah State Government, in 1988 - 1989, becoming the controlling shareholder of the company.

Progressive Insurance today is a stable and financially-sound entity. The 96% stake that the Sabah State Government and Permodalan Bumiputra Sabah Berhad jointly have in the company, plus its own steady growth over the years have helped realize this.

With a total paid-up capital of RM100 million and a dynamic team of people behind it, Progressive Insurance stands ready to take full advantage of the growing potential of the vibrant Malaysian insurance industry.

Progressive Insurance Bhd was incorporated on June 8, 1974 and was initially knowns as Sri Bumi Insurance Sdn Bhd. On 7 December 1975, the name Sri Bumi Insurance Sdn Bhd was changed to Progressive Insurance Sdn Bhd. On May 30,1997 the company was converted into a Public Company and the name was changed to Progressive Insurance Bhd.

The company’s financial equity was significantly strengthened as well - first with Permodalan Bumiputra Sabah Berhad, a state-owned company, becoming a major shareholder in 1987 and then later with the Sabah State Government, in 1988 - 1989, becoming the controlling shareholder of the company.

Progressive Insurance today is a stable and financially-sound entity. The 96% stake that the Sabah State Government and Permodalan Bumiputra Sabah Berhad jointly have in the company, plus its own steady growth over the years have helped realize this.

With a total paid-up capital of RM100 million and a dynamic team of people behind it, Progressive Insurance stands ready to take full advantage of the growing potential of the vibrant Malaysian insurance industry.

Researching careers? Find all the information and tips you need on career advice.