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Assistant Claims Manager (Life)


Job Summary

  • Maintain the smooth daily operation of claims section
  • Monitor the claims operational flow in terms of claims turnaround time, hotline service and quality of outgoing claims correspondence
  • Monitor the training progress of staff development to upgrade the staff quality and skills
  • Claims assessment in compliance with authority levels
  • Support the claims function in prompt and accurate settlement of claims and negotiation with different parties
  • Ensure claims procedure in compliance with company’s rules and successful implementation of procedures to avoid claims abuse


Job Accountabilities

  • Lead the team to meet the claim service standard and turnaround time
  • Responsible for approving of claims cases within own claims authority and make recommendation to senior for those claims exceeding own authority limits
  • Responsible for handling of enquiries and complaints from customers, sales force, other insurance regulatory bodies and internal staff
  • Provide administration support in claims area such as compose claims correspondences, set up, review and revise claims procedure or guidelines or workflows and claims forms, etc.
  • Analyze, provide advice and handling strategy for complaint/appeal claim cases independently
  • Responsible for coaching, developing, and managing junior staffs to ensure the best service standards are being achieved, and facilitating training sessions to sales force when necessary
  • Prepare management reports, statistical and analytical claims report in a timely manner for regular claims statistics and irregular claims trends and give proactive suggestions to enhance the quality of works
  • Take part in departmental / company projects where necessary
  • Participate in any ad-hoc projects, system enhancement and tasks assigned by the superior
  • Conduct Quality Assurance review to maintain good quality service for hotline inquiry and letter writing
  • Conduct Technical Audit to ensure the claim process in compliance with claims policy and company rules
  • Back-up teammate’s work if necessary due to insufficient manpower of the team


Job Qualifications

  • Degree holder
  • Professional qualification in Life Insurance including FLMI (Fellow, Life Management Institute) or ACS (Associate, Customer Service) is preferable
  • At least 5 years experience in Life Insurance claims handling with at least 1 year relevant experience at supervisory level
  • Knowledge of life insurance products and operations
  • Experience in handling claims related projects is highly preferred
  • Medical knowledge is preferable
  • Strong customer-oriented mindset and skills
  • Good communication and interpersonal skills
  • Good command of both spoken and written English and Chinese
  • Good complaint handling skills; able to deal with difficult people and be mature to handle awful situation
  • Proficient in MS Word, Excel and Chinese word processing



Why Zurich


At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! 
Join us as we constantly explore new ways to protect our customers and the planet.

  • Location(s):  HK - Hong Kong

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