Analyst, GI Claims

Singlife; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Singlife in Singapore seeks a Claims Specialist to handle Personal Accident and Travel claims from FNOL to settlement with excellent customer service. The role requires strong technical claims knowledge, regulatory compliance, and collaboration with internal teams and external partners.

Candidates should demonstrate experience in claims reserving, negotiation, and continuous improvement initiatives, along with certifications such as BCP, PGI and CGI.

Qualifications

• Strong technical knowledge in assessing PA and Travel claims.
• Ability to manage FNOL through settlement with service standards.
• Liaise with policyholders, intermediaries, medical providers, and travel partners.
• Identify and escalate potentially fraudulent or complex claims.
• Maintain accurate reserves and governance for claims.

Responsibilities

• Assess, investigate, and process PA and Travel claims end‑to‑end.
• Manage claims to settlement while meeting turnaround times.
• Liaise with stakeholders to obtain necessary information.
• Identify potentially fraudulent or contentious claims per internal procedures.
• Ensure reserves are accurately established and maintained.

Skills

PA & Travel claims assessment

Regulatory compliance

Communication & negotiation

Teamwork

Process improvement

Education

BCP

PGI

CGI

Job description

Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers coantrol over their financial wellbeing at every stage of their lives.

In addition to a comprehensive suite of insurance plans, employee benefits, partnerships with financial adviser channels and bancassurance, Singlife offers investment and advisory solutions through its GROW with Singlife platform. It also offers the Singlife Account, a mobile-first insurance savings plan.

Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to finding a better way to sustainability.

The merger of Aviva Singapore and Singlife was announced in September 2020 and created one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion. It was the largest insurance deal in Singapore at the time. Singlife was subsequently acquired by Sumitomo Life in March 2024, one of Japan’s leading life insurers, which valued Singlife at S$4.6 billion, making the transaction one of the largest insurance deals in Southeast Asia.

Purpose

This role is responsible for handling Personal Accident (PA) and Travel claims, ensuring timely, accurate, and fair claims assessment and settlement in accordance with policy coverage, company guidelines, and regulatory requirements. The role focuses on delivering excellent customer service, managing claims from first notification through to settlement, and working closely with customers, intermediaries, service providers, and internal stakeholders to achieve positive outcomes.

Responsibilities

• Assess, investigate, and process PA and Travel claims, including review of policy coverage, supporting documentation, medical reports, and claim eligibility.
• Manage claims efficiently from FNOL to settlement, ensuring service standards, turnaround times, and customer expectations are met.
• Liaise with policyholders, intermediaries, medical providers, travel assistance partners, and other relevant parties to obtain information required for claims assessment.
• Identify and elevate potentially fraudulent, complex, or contentious claims in accordance with internal procedures.
• Ensure claims reserves are accurately established and maintained throughout the lifecycle of the claim.
• Deliver a high standard of customer service by providing clear communication and prompt resolution of customer enquiries and complaints.
• Maintain compliance with internal policies, regulatory requirements, and claims handling guidelines.
• Support continuous improvement initiatives by identifying process enhancements to improve operational efficiency and customer experience.
• Participate in claims audits, quality reviews, and other departmental activities to ensure adherence to claims standards and controls.
• Contribute to team performance by sharing knowledge, supporting colleagues, and maintaining technical competency in PA and Travel claims handling.

Requirements

• Strong technical knowledge and hands-on experience in assessing, investigating, and managing PA and Travel claims, including review of policy coverage, supporting documentation, medical reports, and claim eligibility.
• Ability to manage claims efficiently from First Notification of Loss (FNOL) through to settlement while meeting service standards, turnaround times, and customer expectations.
• Proven experience liaising with policyholders, intermediaries, medical providers, travel assistance partners, and other stakeholders to gather information required for claims assessment and resolution.
• Sound judgment in identifying, investigating, and escalating potentially fraudulent, complex, or contentious claims in accordance with internal procedures.
• Strong understanding of claims reserving practices, ensuring reserves are established and maintained accurately throughout the claim lifecycle.
• Excellent communication, negotiation, and customer service skills, with the ability to handle enquiries and complaints professionally and effectively.
• Good understanding of regulatory requirements, compliance standards, and claims handling best practices within the General Insurance industry.
• Ability to identify process improvement opportunities and contribute to operational efficiency, service enhancement, and customer experience initiatives.
• Experience participating in claims audits, quality reviews, and control activities to ensure adherence to claims standards and governance requirements.
• Strong teamwork and collaboration skills, with a commitment to continuous learning and maintaining technical competency in PA and Travel claims.
• Possession of relevant General Insurance certifications is required, including BCP, PGI, and CGI qualifications.