Job Description

Job Responsibilities:

Claims Assessment & Processing

• Ensure all general insurance claims are reviewed, assessed, and processed accurately across the full lifecycle from FNOL to settlement and closure.
• Deliver timely and compliant claim settlements by analyzing loss reports, surveyor findings, and supporting documents in line with policy terms, conditions, and coverage limits.

Documentation & Compliance

• Ensure all required claim documentation is collected, verified, duly certified, and compliant with internal guidelines and regulatory standards at all times.
• Maintain accurate and up-to-date claim records in the claims management system in adherence to GI Claims SOPs and delegated authority limits.

Customer & Stakeholder Communication

• Deliver a high-quality, customer-focused claims service by communicating clearly and professionally with policyholders, brokers, surveyors, and service providers.
• Ensure all customer enquiries and escalations related to claims status and decisions are resolved accurately, empathetically, and within agreed timelines.

Internal Stakeholder Coordination

• Ensure effective liaison with Underwriting, Finance, Legal, and Customer Service teams to support seamless claims resolution across all handled cases.
• Deliver timely and accurate information to internal stakeholders that enables collaborative decision-making and efficient claims processing.

Quality, SLA & Performance Adherence

• Achieve timely claim processing against agreed SLAs through effective prioritization and workload management at all times.
• Drive contribution to continuous improvement initiatives by identifying process gaps, service enhancements, and opportunities to reduce claim backlogs.

Skills for the Success of the Role:

• GI Claims Processing & Assessment – Ensures accurate and timely processing of general insurance claims across all non-life lines from FNOL to closure
• Policy & Documentation Review – Enables accurate interpretation of policy terms, conditions, and exclusions to support compliant claims decisions
• Customer & Stakeholder Communication – Delivers professional and empathetic service across all policyholders, broker, and internal stakeholder interactions
• Claims Systems & MS Office Proficiency – Ensures efficient claims processing and accurate record management through claims systems and office tools
• Analytical & Problem-Solving Skills – Enables accurate assessment of loss reports and surveyor findings to support fair and compliant settlement decisions
• Compliance & SOP Adherence – Maintains full adherence to GI Claims SOPs, regulatory requirements, and delegated authority frameworks at all times.

Education, Qualifications and Experience Required:

• Bachelor’s degree or Diploma in Insurance, Business Administration, Finance, Risk Management, or a related discipline.
• Professional insurance qualifications (CII, ANZIIF, or equivalent) in General Insurance or Claims Management are an advantage.
• 1-3 years of experience in General Insurance claims handling across commercial claims across property, energy and/or casualty lines.
• Exposure to end-to-end claims processing including FNOL, documentation review, assessment, and settlement.
• Experience with claims SOPs, delegated authority frameworks, and SLAs is preferred.
• Experience coordinating with surveyors, brokers, and service providers is an advantage.