Claims Examiner

3 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

At Prudential, we're committed to being partners for every life and protectors for every future. Our purpose drives everything we do, creating a culture where diversity is celebrated and inclusion is assured. We provide a platform for our people to excel and make an impact, supporting their career ambitions and well-being.

This role is responsible for handling claims enquiries in accordance with internal and regulatory guidelines. You'll log all enquiries clearly and concisely, achieving performance KPIs such as follow-ups and response times. You'll also assist in monitoring customer satisfaction surveys, implementing initiatives to improve customer experience, and assessing cases with a focus on major and minor claims.

Key Responsibilities:

  • Respond to agents' enquiries and other agent-related matters
  • Reply or follow up on incoming correspondence and emails
  • Assist in monitoring customer satisfaction surveys and implement initiatives to enhance customer experience
  • Follow up on additional supporting documents to facilitate decision-making on underwriting, compliance, and premium financing
  • Approve claims cases within turnaround times
  • Conduct claims investigations
  • Prepare tailored letters, including decision and investigation letters
  • Handle ad hoc assignments from management
  • Handle claims appeal cases and complaint cases related to claims

Requirements:

  • Bachelor's degree in Life Insurance, including FLMI, ALHC, or ACS would be advantageous
  • Passed Paper I, III, and V of IIQE
  • Minimum of 4 years claims experience in individual life insurance, including hotline experience
  • Excellent command of English and Chinese, both written and spoken
  • Proficient in MS Office and Chinese typing
  • A good team player with a willingness to learn and improve
  • Attention to detail with a high accuracy rate
  • Good communication and interpersonal skills
  • Ability to work independently
  • Candidates with less experience may be considered as Officer


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