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Claims Officer (Travel / Personal Lines)


Job Summary

To handle personal line claims focusing on Travel.  With low levels of supervision to manage standard complex (medium/high severity/complexity) claims in the most effective, efficient way whilst delivering a customer centric claims service in a manner which supports Zurich Basics


Job Accountabilities

  • Promptly handle 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
  • Develop a claims case strategy to ensure that appropriate reserves are assigned with investigations conducted and appropriate suppliers engaged
  • 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
  • Act as a referral point for cases escalated by standard handlers
  • Adhere to local regulatory and governance requirements throughout the life of the claim to ensure that we make decisions using the right standards
  • Serve as coach / mentor to the lower level colleagues
  • Refer to customer specific claims handling protocol and/or customer proposition service charter to ensure that we understand & fulfil the needs and expectations of our customers
  • Direct conversation with customer over the phone or email is required


Job Qualifications

  • Diploma / Degree holder
  • Over 2 years' insurance experience in claims handling, preferably travel claims
  • Good technical knowledge on claims handling, preferably travel insurance
  • Good customer service skill to engage, influence, negotiate and inform customers on claims related matters
  • Understand industry standards and protocol
  • Knowledge of claims agreements
  • Interpretation of policy cover
  • Recognize relevance of customer proposition and how to interpret specific handling requirements
  • 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



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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