Claims Manager

The Claims department plays a critical role in upholding the insurer’s promise to its policyholders-ensuring that valid claims are assessed and settled promptly, fairly and in accordance with policy terms, regulatory standards, and company values.

The successful candidate will be responsible for handling life & health & HNW claims, ensuring that all assessments and settlements are conducted in a fair, timely, and accurate manner. This position requires an individual who is analytical, proactive, meticulous and forward thinking in handling the claims rather than just executing the status quo. Logical thinking and a sharp eye for detail is critical to this role. The ideal candidate is reliable, self-motivated and willing to take ownership of outcomes.

Position Responsibilities:

(1) Claims Assessment & Investigation

• To handle life & health & HNW claims cases from initial notification through to final resolution, ensuring compliance with internal policies and regulatory requirements
• To review and evaluate all relevant documentation, including policy terms, reports, and supporting evidence to determine coverage, liability, and payout computation
• To conduct investigations with external parties to rule out non-disclosures or fraudulent cases
• To liaise effectively with internal stakeholders (underwriting, legal, finance, operations) and external parties (policyholders, agency force, reinsurers)
• To provide timely & accurate data reporting to management, regulatory bodies and regional office, such as statistics updates on all admitted, paid claims and/or declined claims, to Actuarial for LIA, Regional Office, etc

(2) Service Standard

• To meet timely service standard, compliance to regulatory guidelines and continuous update of procedural changes required from time to time

(3) Projects & Others

• To identify and recommend improvements to enhance claims processes, systems and operational efficiencies
• To assist Head of Claims in any projects or department initiatives or audit related tasks from time to time or any related business transaction appointment as the situation may be
• To follow-up on claims matters, such as outstanding documents, medical reports, police reports, clinics/ hospitals reply etc
• To communicate with internal and external stakeholders on difficult claims, including working with Service Assurance Team on preparation of FIDReC cases.

Required Qualifications:

• Diploma/ Degree, preferable in Insurance or Biomedicine or Nursing
• Minimum 8 years of experience in Life (Experience in health claims assessment will be an advantage, but not mandatory)
• Possess professional certification in Life Insurance/ LOMA/ ICA (Preferred)
• High level of integrity and accountability
• Willingness to learn and adapt to new processes, systems with a continuous learning mindset
• Great people skills; ability to build good rapport with different stakeholders and bond well within the team
• Good writing skills

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].