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Claims Officer (Personal Lines / Express)


Job Summary:

  • To handle personal line claims in the most effective, efficient way whilst delivering a customer centric claims service in accordance with internal policy and guideline
  • Apply new technologies such as RPA in claims handling

Job Accountabilities:

  • Promptly handles first and third party claims, taking responsibility to resolve all enquiries from both customer and external contacts to ensure delivery of a focused claims service
  • Apply new digital tools such as RPA in claim handling to simplify and automate the process.
  • Acquire and efficiently organize the relevant evidence and information to accurately assess the value of the claim and to recognize potential fraud/recovery indicators
  • Review, resolve and proactively finalize claims within authority limits ensuring settlement at an optimum level.
  • Adhere to local regulatory and governance requirements throughout the lifecycle of the claim to ensure that decisions can be made by using the right standards
  • Refer to customer specific claims handling protocol and/or customer proposition service charter to ensure that handlers can understand & fulfil the needs and expectations of our customers
  • Direct conversation with customer over the phone or email is required

Job Qualifications:

  • Degree holder with over 1 year relevant working experience
  • Working towards the recognized industry standard
  • Good customer service skill to engage, influence, negotiate and inform customers on claims related matters
  • Knowledge and experience in RPA or programming (Python or VBA) is a definite advantage
  • Experience relating to insurance and claims handling is a plus
  • Recognize the benefit of providing excellent customer service
  • Be able to articulate how to prioritize and work to deadlines
  • Desire to learn and be flexible to business change
  • Details oriented with strong analytical mind set
  • Team player with good interpersonal and communication skills
  • Good command of spoken and written English and Chinese
  • Self motivated, able to work under pressure and handle multiple tasks


Are you interested in working for a company that values its people and put's its customers and employees at the heart of everything we do? Are you looking for growth opportunities beyond simply a career? Then Zurich could be just the place for you!


Our people are the heart & soul of Zurich. Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together! 

Our ambition is to become one of the most responsible and impactful businesses in the world. To get there we hire and develop the best talent available. With Zurich, you can expect to work on challenges that will help you grow and to collaborate with a diverse and inclusive global team. 

People are Zurich’s most important asset. Their varied skills, perspectives and experiences drive innovation. And they reflect the breadth and diversity of our customers, suppliers, communities and investors around the world. We are committed to attracting and retaining talented individuals from a variety of backgrounds and experiences. Zurich does not discriminate based on race, ethnicity, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. 



  • Location(s):  HK - Hong Kong

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