Travel Claims Officer

Europ Assistance; Selangor; On-site; MYR 45,000 - 73,000; Full time

Job summary

Europ Assistance Malaysia is seeking a claims coordinator to manage express travel insurance claims. You will assess cases, respond to insured queries by email and phone, and determine appropriate coverage while ensuring regulatory compliance and data protection.

The role requires strong English communication, problem-solving, and customer service experience, with the ability to multitask across claim systems and collaborate with the team.

Qualifications

• Understanding of underwriting procedures and policy wordings.
• Strong problem-solving and decision-making abilities.
• Excellent written and verbal English communication.
• Experience in a customer service environment (1–2 years).
• Good understanding of travel assistance and/or insurance claims.
• Highly developed interpersonal, communication and negotiation skills.

Responsibilities

• Assess and manage express claims within travel insurance terms.
• Answer insured claims queries via email and phone.
• Review client situations to determine appropriate coverage.
• Navigate claim processing systems and ensure regulatory compliance.
• Provide clear, concise, solution-focused communication.
• Listen to customers and balance business and customer needs.
• Adhere to Data Protection Act and company policies.

Skills

English communication

Multitasking

Customer service

Underwriting basics

Problem solving

Interpersonal skills

Negotiation

Tools

PC literacy

Word processing

Spreadsheets

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

To manage a claims portfolio of express claims in accordance with the specific insurance policy issued and responsible for assisting claims team in achieving optimal claims cost and the highest possible standards of service delivery. This role is to assess & manage express claims in accordance with the Company underwritten travel insurance policies. This role must possess integrity, good interpersonal and communication skills, as well as quality customer-centric attributes.

Key responsibilities

Assess and manage express claims within the terms and conditions of our underwritten travel insurance policies

Answer insured new claim/existing claim queries via email and phone queries

Review clients situation individually and assess cases in order to ensure the right level of coverage of insurance is provided

Have a strong understanding of claim assessment rules, regulatory requirements set out by various codes and legislation and be able to navigate claim processing systems to a high degree

Provide a professional, clear, concise and solution focused communication with customers

Listen attentively to customers and try to anticipate the potential needs or problems of customers, maintaining a balance between business and customer needs

Be compliant with the Data Protection Act 1998

Adhere to all Company Policies and Procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations

Undertake any other duty or responsibility that may reasonably be allocated by your Manager

About you

Understanding of underwriting procedures and a proven ability to understand and interpret relevant policy wordings

Good problem-solving skills - ability to interpret technical / investigation reports to make sound business decision

Strong written and verbal English communication skills

Ability to multitask and navigate through systems effectively, PC literacy and experience in word processing and spreadsheet applications

Experience in a customer service environment

Minimum 1 to 2 years of experience in a customer service environment

Good understanding of Travel Assistance and/or insurance claims process

Highly developed interpersonal, communication and negotiation skills

About us

Europ Assistance, part of the Generali Group, is the pioneer of assistance and has been providing best in class services for 60 years. Our core services include Travel & Medical Assistance, Home & Motor Assistance and Health Assistance.