Job Purpose
The Senior / Service Advisor, Claims is responsible for managing and administering motor insurance claims efficiently and professionally, ensuring timely resolution, cost control, and a high standard of customer service while complying with internal policies and authority limits.
Responsibilities
Claims Management
- Analyse, process, and manage motor insurance claims within established turnaround times.
- Evaluate claim validity, assess liability, and determine appropriate reserving and settlement strategies.
- Negotiate proactively to resolve claims amicably while mitigating financial exposure and achieving cost-effective outcomes.
- Obtain reserving, settlement, and payment authority in accordance with approved authority limits.
- Conduct regular claims file reviews and reserve monitoring to ensure accuracy and adequacy.
- Exercise sound claims judgement and practices to achieve targeted claims performance results.
Dispute Resolution
- Handle and resolve claims settlement disputes using appropriate mechanisms, including negotiation, mediation, and arbitration where applicable.
Customer & Stakeholder Management
- Manage and maintain clear, professional, and timely communication with customers, taxi partners, drivers, insurers, and external stakeholders on claims-related matters.
- Explain claims procedures, accident reporting requirements, policy coverage, excess implications (including late reporting excess), and settlement processes to customers and taxi drivers.
- Provide guidance to taxi partners on accident-related policies and procedures to ensure compliance and understanding.
Operational Support
- Create and process accident reports statement and sketch submission for Taxi, SPRAC, SPPH&L, and external customers via systems.
- Create eBao records for Income Accident reporting cases in accordance with operational guidelines.
- Coordinate replacement taxi arrangements following accidents where required.
- Review and analyse video footage and other supporting evidence to assist in accident assessment and claims decisions.
- Perform claims administration duties in alignment with assigned system access and data protection requirements.
Compliance & Governance
- Ensure all claims handling activities comply with internal policies, regulatory requirements, and data confidentiality standards.
- Maintain accurate and up-to-date documentation for all claims handled.
Additional Responsibilities
- Perform any other ad-hoc duties and responsibilities as assigned by management.
Qualifications & Work Experience
- Possessing a Certificate in General Insurance is an advantage.
- Fresh graduates, career changers or candidates with no prior experience are welcome to apply.
- Results-oriented and effective team player with an eye for details and business processes in a dynamic environment.
- Possess strong analytical skills to identify cause of problems & recommend solutions.
- Good negotiation, problem solving, and analytical skills
- Possess excellent written and verbal communications skills PC Skills:
- Proficient in Microsoft Windows, Word, Outlook and Excel.
