Life Claims Manager/Assistant Manager/Senior Executive (6 months contract)

About FWD Group

FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock code 1828.

For more information, please visit www.fwd.com

In Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website; as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.

If you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.

PURPOSE

Responsible for the day to day claims operation duties within the team, ensuring valid claims are assessed according to Policy’s terms & benefits, approved and pay within the given authority limit, in accordance with FWD’s service philosophy and standards.

Working with relevant stakeholders to review and suggest claims requirements, including feedback from claims perspective for the successful implementation of claim system and processes to support for the new product launch, claim system enhancement and new claims initiative, including preparing test plans, perform and support UAT and provide training to the users. 

KEY ACCOUNTAIBILITIES

• Develop and implement sounds claim adjudication process to ensure all life claims (death claim, TPD/TI claim, CI claim, health claim) are processed within service turnaround time and proper risk controls in accordance with policy cover and FWD’s claims philosophy and standards.
• Regular claims monitoring and review for timely follow up to expedite claims closure.
• Work closely and maintain good rapport with both external and internal stakeholders and communicate effectively in the course of managing claims related enquiries and claims administration.
• Lead and provide guidance to more junior claims assessor in handing more complex claims cases as well as support them when necessary, such as handling and fronting of early claims that require investigation and liaising with underwriter and/or respective reinsurer.
• Work with key stakeholders to handle escalated claims appeal cases including MAS and FIDReC and to attend to claims mediations and adjudications to arrive at desirable case resolution.
• Ensure governance and due diligence over claim processes and operations administered by the claims staff/team and claims third party administrator (TPA)
• Perform regular claim audit and attend to internal/external audit request & query.
• Support new product launch, including reviews on product specification and claims related matters in policy documents such as product summary and policy/contract wordings,
• reinsurer treaty, claims forms, claims FAQ and claims related training to intermediary.
• As a Claim subject matter expert, review and suggest process improvement and to communicate user requirements on claims related matter and responsible for the execution and completion of the UAT.
• Support claims reporting and provide insight to product/underwriter any potential risks and concerns from claims perspectives.
• Review and update the claims SOP in a timely manner and take appropriate steps to ensure compliance and regulatory requirement impacting Claims function are implemented and an effective process is in place to mitigate the risks.
• Any other duties or projects assigned by Head of Department.

QUALIFICATIONS / EXPERIENCE

KNOWLEDGE, SKILLS & ABILITY

• Good technical knowledge and strong background of Life insurance and claims operations
• Strong critical thinking and problem solving skills
• Excellent communication skills (Written & Spoken)
• Meticulous with a keen eye for details
• Proficient in MS office application