Travel Claims Senior Executive (1 Year Contract)

Zurich Insurance; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

A leading insurance provider in Kuala Lumpur is looking for a Claims Analyst to investigate and resolve low complexity claims while ensuring the highest level of customer service. The ideal candidate will have a Bachelor's degree and 3-5 years of relevant experience, especially in travel insurance claims. Responsibilities include effective communication, data management, and compliance with legal standards, ensuring timely resolutions and protecting the company's reputation.

Qualifications

• 3–5 years of relevant claims handling experience.
• Experience in travel insurance claims handling preferred.
• Proven experience in medium to high-complexity claims.

Responsibilities

• Investigate and evaluate claims in a customer-centric manner.
• Capture and update claims data according to best practices.
• Determine liability and confirm policy existence.
• Assess damages and ensure timely resolution of claims.
• Maintain customer service by proactive communication and responding to inquiries.
• Manage scope of work with vendors and outside contractors.
• Refer complex cases to subrogation and fraud teams as needed.
• Maintain confidentiality and protect Zurich's reputation.
• Follow established claims handling procedures for consistency.

Skills

Claims handling

Customer service

Communication

Education

Bachelor’s degree in Insurance, Business Administration, Finance, Law, or related discipline

Job description

Job Summary

Investigate, evaluate and conclude low complexity personal or commercial line claims by following established protocols to ensure that claims are handled in the most effective, efficient way while delivering a customer-centric claims service.

Job Accountabilities - Key Accountabilities

• Capture and update claims data/information in compliance with best practices for low complexity, low exposure to personal or commercial line claims.
• Determine liability by gathering facts.
• Confirm policy existence by identifying coverage on claims. Work to have a timely resolution to claims. Establish timely reserves within authority limit.
• Assess damages.
• Ensure customer service by proactively communicating information, responding to inquiries and following customer protocols.
• Expenses by working within vendor approved networks and managing the scope of work assigned to outside contractors.
• Ensure legal compliance by following laws and regulations and internal control requirements.
• Refer claim to subrogation and fraud teams as needed.
• Protect Zurich's reputation by keeping claims information confidential.
• Understand the current with industry trends and establish personal networks and participate in professional societies.
• Contribute to the team results and participate in projects as needed.
• Follow established claims handling procedures to ensure consistency and quality in claims services.
• Aligned to the organization's Claims Vendor Management strategy.
• Seek assistance from colleagues for more complex issues, to ensure quality and promote continuous learning.
• Provide feedback on business processes and systems to identify opportunities for improvements.

Job Qualifications

• Bachelor’s degree in Insurance, Business Administration, Finance, Law, or a related discipline
• Minimum 3–5 years of relevant claims handling experience, preferably in travel insurance claims (medical, trip disruption, personal accident, baggage, etc.)
• Proven experience handling medium to high‑complexity claims, including escalations, discretionary decisions, and sensitive customer cases