Officer / Executive – Claims Recovery

Officer / Executive – Claims Recovery
27A Tanjong Penjuru
Full Time
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    Job Overview

    • Location
      27A Tanjong Penjuru
    • Brand
    • Experience

    Job Responsibilities


    The Officer/Executive (Claims Recovery) conducts day-to-day activities relating to motor claims negotiation and settlement, and other functional support relating to customer service and/or motor insurance.  S/he is an integral part of the team to achieve high level of customer satisfaction as well as contributing towards the company’s objectives.

    Duties and Responsibilities

    Claims Recovery & Administration

    • Coordinate with Claims Advisors on information and documents to support claims negotiation and settlement.
    • Coordinate with Customer Service Coordinators to ensure accurate and timely submission of Letter of Demand (LODs).
    • Negotiate with insurers on claims offers on behalf of customers (un-insured losses claims, loss of use/rental, etc.).
    • Gather, analyse and present evidence/information on complex claims cases to support in getting customers a fair deal on liability judgements and claims offers.
    • Provide accurate and timely advices on claims offers and updates on status to Claims Advisors and customers.
    • Ensure timely closure of claims and escalate cases to direct manager on overdue/unacceptable insurers’ offers.
    • Submit Refund forms for claims due to customers and/or companies upon receiving insurers’ payment confirmation.
    • Provide timely updates and details of insurers’ claims payments to customers and/or companies. Ensure related reports are updated whenever there is a change in case status.
    • Ensure all claims document/information are organised and updated to ensure easy visibility/tracking and retrievable:
      1. Sort and place physical files/documents based on category and status of each claim at designated area.
      2. Update related reports/records for on-time tracking of status.
      3. Submit closed cases to CSCs for secured storage. Assist in such filing where required.
    • Carry out claims processes diligently to achieve company’s KPIs (Claims Settlement, Accounts Receivables, etc.).
      1. Actively initiate/participate to improve such processes when required.
      2. Support in updating or provision of such report(s) on bi-monthly basis or other period specified by management.

    Customer Service

    • Support in customer reception and service when required or directed (includes cover of Claims Advisor duties).
    • Conduct/provide support on sales of motor insurance policies the company are certified to sell (new & renewals).


    • Handle customer complaints and escalate when higher authority intervention needed.
    • Be a team player and render assistance to colleagues wherever necessary.
    • Maintain and build good relations with insurance companies and their appointed adjusters.
    • Maintain good relations and communications with Body & Paint Shop, intercompany staffs and departments.
    • Assist in other company’s requirement when directed and work within the authority of the position.

    Job Requirements

    • Claims related experience preferred
    • Basic business proficiency in English
    • Customer service oriented
    • Proficient in Excel

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