Senior Claims Specialist

Entity: Allianz Insurance Singapore
Within a span of just four years, Allianz Insurance Singapore (AIS) has emerged as the fastest-growing General Insurance company, achieving an unprecedented level of success. Since its inception in Singapore, AIS has consistently doubled its revenue year on year, a testament to its unwavering dedication to excellence. AIS takes great pride in being certified as a Great Place to Work, a reflection of our commitment to fostering a thriving and employee-driven business culture.

Description:

The Senior Motor Claims Specialist is responsible for the effective management and resolution of motor insurance claims, ensuring fair, timely, and accurate claim outcomes in accordance with company guidelines and regulatory requirements. Leveraging extensive technical expertise in motor claims handling, this role manages complex claims, supports claim cost containment initiatives, and serves as a key technical resource within the Motor Claims Department.

In addition to core motor claims responsibilities, the Senior Motor Claims Specialist provides operational support to the Team Lead for Direct Settlement and Investigation by handling claims with direct settlement opportunities, facilitating engagement with external stakeholders, and contributing to the successful implementation of direct settlement initiatives.

Key Responsibilities:

Motor Claims Management:

• Claims Handling and Resolution: Manage third-party motor claims through identifying direct settlement potential, ensuring timely, accurate, and cost-effective claim resolutions in compliance with internal guidelines and regulatory requirements.

• Liability Evaluation: Investigate and determine liability based on available evidence, policy coverage, accident circumstances, and applicable legal principles.

• Claims Cost Management: Evaluate and control claims costs through effective reserving, repair cost assessment, negotiation, and proactive claims management

• Customer Service: Deliver professional and responsive claims service to policyholders, intermediaries, and other stakeholders while maintaining high customer satisfaction standards.

• Case Escalation Support: Review and handling escalated, contentious, and high-exposure claims. Provide technical recommendations and settlement proposals based on claim merits and available evidence.

• Compliance: Ensure all claims are managed in accordance with Singapore's Motor Claims Framework (MCF), industry regulations, company policies, and applicable legal requirements. Maintain up-to-date knowledge of relevant motor insurance legislation, industry practices, and regulatory developments. 

Direct Settlement with third party motor claims:

• Direct Settlement Claims Handling: Identify potential direct settlement and manage the direct settlement of third-party motor claims, ensuring efficient and accurate claim processing.

• Stakeholder Engagement: Liaise with repair workshops, loss assessors, investigators, and legal representatives to facilitate smooth claim settlements and achieve optimal claim outcomes.

• Negotiation and Resolution: Conduct direct negotiations with third parties to resolve claim disputes and achieve fair and commercially sound settlements.

• Technical Support: Support the Team Lead for Direct Settlement and Investigation in reviewing direct settlement cases, providing recommendations on liability, quantum, and settlement strategies.

• Process Enhancement: Support the Team Lead for Direct Settlement and Investigation to Identify opportunities to improve direct settlement workflows, turnaround times, and operational efficiency through process improvements and best practices.

Continuous Improvement:

• Share knowledge and contribute to the development and training of junior claims handlers.
• Support claims excellence initiatives by identifying opportunities to enhance operational efficiency, customer service, and claims outcomes.
• Contribute to process improvement projects, system enhancements, and digitalization initiatives.
• Stay updated on industry developments, legal precedents, regulatory changes, and emerging claims trends affecting motor insurance.

Qualifications and Skills:

• Professional certification in insurance or claims management.
• Certification in Basic Insurance Concepts and Principles (BCP), Personal General Insurance (PGI), and Commercial General Insurance (ComGl) from the Singapore College of Insurance is mandatory.
• Minimum 6 years of experience in Motor Claims handling, including exposure to third-party claims direct settlement processes.
• Strong understanding of motor vehicle repair processes, repair cost estimation, liability assessment, and third-party claims management. 
• Experience in handling complex, disputed, and potentially fraudulent motor claims. 
• Good knowledge of Singapore's motor insurance regulations, Motor Claims Framework (MCF), and claims handling processes. 
• Strong analytical, investigative mindset, and problem-solving skills with attention to detail. 
• Excellent negotiation, communication, and stakeholder management skills. 
• Ability to work independently, manage multiple priorities, and perform effectively under pressure. 
• Proficiency in claims management systems such as Merimen, claims analytics tools and other claims related platforms. 
• Strong attention to detail with the ability to make sound and balanced claim decisions
• Strong interpersonal, communication, and negotiation skills, with the ability to think quickly, make sound decisions under pressure, and building effective relationships.
• Possesses a proactive, confident, and customer-focused approach for effective claims resolution.
• AI-Skills e.g. ChatGPT and Microsoft CoPilot an advantage.

103914 | Customer Services & Claims | Professional | Non-Executive | Allianz Singapore | Full-Time | Permanent