About FWD Group
FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 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 Hong Kong Stock Exchange under the stock code 1828.
For more information, please visit www.fwd.com
About FWD Life Philippines
FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.
For more information, please visit fwd.com.ph.
1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital
2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent
To deliver excellent customer experience overall management of positive claims experience journey for claimants and beneficiaries, this role ensures the timely and accurate delivery services within expected service level standard from claim notification to communication of the final decision.Service Functions. Manage the delivery of Customer Connect Services Claims ensuring timely, accurate, and customer-focused claims processing.
Key functions include:
1. Process claims promptly and accurately in accordance with policy contracts, claim guidelines and service level standards (SLAs).
2. Review and verify insurance claims applications and supporting documents
3. Ensure prompt and accurate processing of claims requests
4. Validate the accuracy and completeness of claims applications and records ensuring that all requirements are met.
5. Ensures timely feedback on all claims-related inquiries
6. Ensure accuracy and efficient service delivery based on policy contract and established claims guidelines.
7. Proactively collaborate with other departments on issues related to claims.
Additional Responsibilities:
- Manage all pending cases efficiently to ensure the desired customer experience is delivered within the target Turnaround Time (TAT).
- Escalate potential client complaints to the Head of Claims as necessary.
- Handle customer service recovery and resolution within target TAT for all customer feedback and complaints received.
Documentation and Special Projects:
- Participate in special projects and assignments related to Claims.
- Provide administrative and statistical reporting support on an ad hoc basis, including UAT testing for claims initiatives.
- Perform other responsibilities and duties periodically assigned to meet operational requirements.
Privacy Notice
Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.
FWD has partnered with Talocity Instasolutions Private Limited (“Talocity”) to manage the initial filtering of candidate’s profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform. The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.
When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process. Shortlisted candidates will then be contacted by FWD for the face-to-face interview.