Officer / Executive – Claims Recovery

Job Responsibilities

Purpose

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).

General

• 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.