Executive, Travel Claims

The Claims Executive is the personal claims specialist for the customers and represents Budget Direct Insurance Travel Claims Assessment team. He / She is the expert in handling travel claims. He / she needs to be decisive, move quickly and able to innovate. In the course of claims work, he / she will work closely within the team and with stakeholders to bring forth excellent customer experience and accurate claims settlement.

Main Responsibilities:

• Review, investigate, and process travel insurance claims (such as trip cancellations, medical emergencies, loss of baggage, travel delays, etc.) within designated authority limits, with adequate reserve set.

• Verify claims documents and supporting evidence (e.g., medical reports, flight itineraries, police reports, receipts) to determine validity and claim eligibility.

• Ensure prompt, fair and reasonable claims settlement.

• Ensure claims decisions are made fairly and consistently, aligning with policy wording, company guidelines, and regulatory requirements.

• Identify and escalate potential fraud cases for further investigation.

• Maintain accurate and complete records of claims and ensure all claims are processed within agreed turnaround times.

• Work with various external service providers such as loss adjusters.

• Review claim files. Promptly follow up on outstanding claims cases.

• Provide excellent customer service through empathetic and clear communication.

• Perform other ad hoc duties as assigned.

Key relationships (includes but not limited to):

• Claims Team (Claims Manager, Claims Assistant Manager, Loss adjusters, Admin)

• Underwriters

• Customer Care Team

• External service providers, insurers

Main Competencies

• Good analytical and investigative skills with attention to detail and decision making even when under pressure

• Independent and fast learner

• Team player with excellent interpersonal skills and customer oriented

• Positive, teachable and have a can-do attitude

• High integrity

• Adhere to our Values

• Adaptability

Job Requirements

• A recognised Diploma or Degree in any discipline, with Insurance qualifications in General Insurance or min 2yrs in the motor industry, preferably in travel claims

• Candidates with insurance certifications – BCP and PGI

• Well-versed in Microsoft Office applications such as Excel and PowerPoint

• Good analytical, communication and negotiation skills