Life Claims Manager/Assistant Manager/Senior Executive (6 months’ contract)

FWD SINGAPORE PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading insurance company in Singapore is looking for a Claims Operation Leader to oversee the life claims process. The role involves developing adjudication processes, guiding junior assessors, and ensuring compliance with standards. Candidates must have a strong background in life insurance claims and excellent critical thinking skills.

Qualifications

• At least 8 years of experience in life insurance claims.
• Strong technical background in life insurance and claims operations.

Responsibilities

• Develop and implement claim adjudication processes for life claims.
• Monitor and review claims for timely follow-up and closure.
• Lead and guide junior claims assessors on complex cases.

Skills

Critical thinking

Problem-solving

Communication

Attention to detail

Technical knowledge in life insurance

Tools

MS Office

Job description

PURPOSE

Responsible for the day-to-day claims operation duties within the team, ensuring valid claims are assessed according to Policy’s terms & benefits, approved, and paid within the given authority limit, in accordance with FWD’s service philosophy and standards.

Collaborate with relevant stakeholders to review and suggest claims requirements, including providing feedback from a claims perspective for the successful implementation of claim systems and processes. This includes supporting new product launches, claim system enhancements, and new claims initiatives by preparing test plans, supporting UAT, and providing user training.

KEY ACCOUNTABILITIES

• Develop and implement a sound claim adjudication process to ensure all life claims (death, TPD/TI, CI, health) are processed within the service turnaround time with proper risk controls, in accordance with policy cover, FWD’s claims philosophy, and standards.
• Monitor and review claims regularly to ensure timely follow-up and closure.
• Maintain good rapport and effective communication with both external and internal stakeholders in managing claims-related inquiries and administration.
• Lead and guide junior claims assessors on complex claims cases and support them as needed, including handling early claims requiring investigation and liaising with underwriters and reinsurers.
• Handle escalated claims appeal cases, including those involving MAS and FIDReC, and participate in mediations and adjudications to reach desirable resolutions.
• Ensure governance and due diligence over claims processes managed by claims staff, third-party administrators, and related parties.
• Conduct regular claim audits and respond to internal and external audit requests and queries.
• Support new product launches by reviewing product specifications, claims-related policy documents, reinsurer treaties, claims forms, FAQs, and providing training to intermediaries.
• As a claims subject matter expert, review and suggest process improvements, communicate user requirements, and oversee UAT execution and completion.
• Assist in claims reporting and provide insights to the product and underwriting teams on potential risks and concerns from a claims perspective.
• Review and update claims SOPs regularly, ensuring compliance with regulatory requirements and implementing effective risk mitigation processes.
• Perform any other duties or projects assigned by the Head of Department.

QUALIFICATIONS / EXPERIENCE

At least 8 years of experience in life insurance claims.

KNOWLEDGE, SKILLS & ABILITY

• Strong technical knowledge and background in life insurance and claims operations.
• Excellent critical thinking and problem-solving skills.
• Effective communication skills (written and spoken).
• Meticulous attention to detail.
• Proficiency in MS Office applications.