Claim Administrator

Swivelt has partnered with a leading global assistance and claims management service provider that works closely with insurance companies, travel assistance providers, healthcare networks, and corporate partners to deliver seamless travel assistance and insurance claims solutions worldwide.

We are looking for a detail-oriented and customer-focused Travel Insurance Claims Administrator to join our client's team in Hong Kong. This is an excellent opportunity for individuals who are passionate about claims operations, customer service, and supporting travellers during unexpected situations.

Key Responsibilities

Travel Insurance Claims Administration

• Process travel insurance claims in accordance with established SOPs, policy terms, and service level agreements (SLAs).
• Review claim submissions and supporting documents to determine eligibility and policy coverage.
• Assess claims involving trip cancellation, trip interruption, travel delays, baggage loss or damage, personal accident, overseas medical expenses, and other travel-related incidents.
• Make timely and accurate claims decisions and facilitate prompt claim settlements.
• Investigate complex or suspicious claims by coordinating with customers, healthcare providers, travel service providers, insurers, and other relevant stakeholders.

Case Management

• Manage incoming cases using Salesforce and internal case management systems.
• Accurately update case records, customer information, policy details, and claim documentation.
• Assign and monitor cases to ensure timely resolution and closure.
• Maintain complete and accurate records throughout the claims lifecycle.

Customer & Partner Support

• Deliver exceptional service to policyholders, insurance partners, travel assistance providers, hospitals, airlines, travel agencies, and other service partners.
• Respond professionally to enquiries from customers, brokers, and business partners regarding claims status, policy coverage, and required documentation.
• Handle escalated cases and complaints with professionalism and empathy.
• Collaborate closely with internal teams and external stakeholders to ensure efficient case management and a positive customer experience.

Operational Excellence

• Identify opportunities to improve claims processes and operational efficiency.
• Recommend process improvements and escalate operational issues when required.
• Support the Claims Manager with project initiatives, team coordination, and continuous improvement activities.
• Meet individual productivity, turnaround time, and quality KPIs.

Requirements

• Bachelor's Degree in any discipline.
• Possession of IIQE certification(s) is required.
• 1–2 years of experience in Travel Insurance Claims, General Insurance Claims, Claims Administration, Assistance Services, Customer Service, or a related insurance environment.
• Experience handling travel insurance claims, overseas medical assistance, or emergency assistance services will be a strong advantage.
• Good understanding of travel insurance products, policy coverage, claims assessment, and documentation requirements.
• Excellent written and spoken English and Chinese (Cantonese and/or Mandarin).
• Proficient in Microsoft Office applications and comfortable using CRM or case management systems (Salesforce experience is an advantage).
• Strong analytical, organisational, and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills with a customer-centric mindset.
• Ability to multitask, prioritise multiple cases, and perform effectively in a fast-paced environment.
• Adaptable, proactive, and comfortable working in a multicultural environment, including supporting customers across different time zones.

Why Join?

• Join a leading international assistance and claims solutions provider supporting global insurance and travel partners.
• Gain exposure to international travel assistance and cross-border claims operations.
• Work in a collaborative, multicultural environment with opportunities for professional growth.
• Be part of a team dedicated to delivering timely, reliable, and customer-focused assistance to travellers worldwide.