Claims Specialist Motor

Job description

Entity: Allianz Insurance Singapore Allianz Insurance Singapore (AIS) has established itself as one of the fastest-growing General Insurance companies in the market, achieving remarkable success since its inception. Through a strong commitment to excellence, innovation, and customer focus, AIS has consistently delivered outstanding business growth. We are also proud to be certified as a Great Place to Work, reflecting our dedication to fostering a positive, inclusive, and employee-driven culture where our people can thrive. Description: The Claims Specialist is responsible for the efficient handling and resolution of motor insurance claims, ensuring fair, timely, and accurate claim outcomes in accordance with company policies, regulatory requirements, and industry best practices. The role involves managing a portfolio of motor claims across Windscreen (WS), Own Damage (OD), Third-Party Property Damage (PD), and Third-Party Bodily Injury (BI) claims, conducting liability assessments, negotiating settlements, and delivering excellent customer service while maintaining effective claims cost control. The Claims Specialist works closely with policyholders, claimants, workshops, loss assessors, investigators, intermediaries, legal representatives, and internal stakeholders to achieve optimal claims outcomes and enhance customer experience. Key Responsibilities: a) Motor Claims Management: 1. Windscreen Fast-Track Claims Management: Manage and assess windscreen claims by ensuring timely registration, coverage verification, approval, and settlement. Collaborate with approved repairers and service providers to facilitate efficient claim resolution, maintain customer satisfaction, ensure cost control, and comply with company policies and regulatory requirements. 2. Claims Handling and Resolution: Manage a portfolio of motor insurance claims including Own Damage (OD), Third-Party Property Damage (PD), and Third-Party Bodily Injury (BI) claims from notification through to settlement and closure. 3. Liability Assessment: Investigate accident circumstances and assess liability based on available evidence, policy coverage, witness statements, investigation findings, and applicable legal principles 4. Coverage Evaluation: Review policy terms and conditions to determine coverage applicability and make appropriate claims decisions within delegated authority. 5. Claims Cost Management: Maintain accurate reserves and manage claim costs through effective negotiation, repair cost assessment, settlement evaluation, and proactive claims management. 6. Customer Service: Provide professional, responsive, and empathetic claims service to policyholders, claimants, intermediaries, and other stakeholders while ensuring a positive customer experience. 7. Claims Negotiations and Settlement: Conduct negotiations with claimants, third parties, insurers, and service providers to achieve fair, commercially sound, and timely settlements. 8. Claims Escalation Identification: Identify claims involving significant exposure, fraud indicators, coverage disputes, litigation risks, or complex liability issues and escalate them appropriately to Senior Claims Specialists or Team Leads. 9. Recovery and Subrogation: Identify recovery opportunities against responsible third parties and insurers to maximize recoveries and reduce overall claims costs. 10. Compliance and Governance: Ensure all claims are handled in accordance with Singapore's Motor Claims Framework (MCF), company policies, regulatory requirements, and relevant insurance legislation b) Claims Management of third party motor claims: 1. Direct Settlement Assessment: Identify and manage opportunities for direct settlement of third-party motor claims, ensuring efficient handling and timely resolution. 2. Third-Party Claims Management: Handle third-party motor claims, including property damage and bodily injury matters, within delegated authority limits. 3. Stakeholder Coordination: Collaborate with repair workshops, loss adjusters, investigators, legal representatives, and other external parties to facilitate effective claims management and resolution. 4. Claims Documentation: Maintain comprehensive and accurate claim records, investigation findings, reserve updates, settlement rationale, and correspondence in the claims management system. 5. Settlement Negotiation: Negotiate liability and quantum settlements with third parties and relevant stakeholders to achieve fair outcomes while protecting the company's interests. Continuous Improvement: • Participate actively in claims improvement initiatives and departmental projects. • Contribute feedback to enhance claims processes, customer experience, and operational efficiency. • Support testing and implementation of claims system enhancements and digitalization initiatives. • Keep abreast of developments in motor insurance, legal precedents, regulatory requirements, and industry practices. • Share knowledge and collaborate with team members to promote consistent claims handling standards. Qualifications and Skills: • Professional certification in Insurance or Claims Management is preferred. • 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 2 to 5 years of experience in motor claims handling. • Experience in handling Windscreen (WS), Own Damage (OD) and Third-Party Property Damage (PD) claims is required. • Exposure to Third-Party Bodily Injury (BI) claims will be an advantage. • Experience in liability assessment and settlement negotiation. • Good understanding of motor insurance policies, claims procedures, and liability assessment principles. • Knowledge of Singapore's Motor Claims Framework (MCF) and industry claims practices. • Understanding of vehicle repair processes and repair cost evaluation. • Familiarity with claims management systems such as Merimen and related claims platforms. • Strong analytical and investigative skills. • Good communication and negotiation abilities. • Customer-focused mindset with a professional approach to claims handling. • Ability to manage multiple cases and prioritize effectively. • Sound decision-making skills and attention to detail. • Team player with positive stakeholder management skills. • Ability to work independently while seeking guidance appropriately for complex matters. • AI-Skills e.g. ChatGPT and Microsoft CoPilot an advantage. 108516 | Customer Services & Claims | Professional | Non-Executive | Allianz Singapore | Full-Time | Permanent Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Join us. Let's care for tomorrow. Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz employees across functi