Associate - Claim Recovery

At Great Eastern, Claims is more than just processing paperwork — it plays a vital role in delivering a positive and reassuring experience to our policyholders when it matters most. 

Health insurance is a key focus for the organization, and in this role, you will support the business by recovering claim payments from responsible third party insurers on our integrated shield plan, helping to strengthen our Third Party Claims Recovery outcomes. You will coordinate, investigate, follow up with third party insurers, hospitals and medical providers, and work closely with policyholders and agents to ensure recoveries are pursued fairly and efficiently through subrogation. 

We are looking for confident, driven and curious individuals who enjoy engaging with people, asking the right questions and seeing cases through to resolution. As part of the dynamic Claims team, you will put your communication, investigative and analytical skills into action — connecting with policyholders, medical professionals, hospitals and insurers to gather critical information and support timely, fair and equitable claim recovery outcomes, while contributing to the department’s financial and service objectives.

1. Claim Recovery & Investigation 
   Demonstrate technical proficiency and sound judgment to resolve recovery of claims and contribute to meeting recovery performance targets. Handle daily claim recovery cases from third party insurers (e.g. Group Insurance) and healthcare providers in line with internal guidelines. Review claims paid under integrated shield plan where another insurer is liable and take action to recover eligible amounts. Investigate claim details to identify the responsible third parties and determine recovery potential. Track, follow up and close recovery cases to meet recovery targets.
    
2. Customer & Agent Engagement 
   Speak confidently and engage with our policyholders, agents and business partners on daily basis to gather information and explain recovery requirements. Assist policyholders in submitting claims to third party insurers. Attend to enquiries relating to claims recoveries and premiums.
    
3. Coordination & Follow Ups 
   Liaise professionally with third party insurers and hospitals to ensure recoverable amounts are paid accurately and timely. Keep recovery cases well documented through updating in system and workflows and properly managed for internal and external stakeholders. Escalate delays, disputes or complex cases to the Team Lead when required.
    
4. Ensure Compliance 
   Adhere to internal policies and external regulatory requirements to maintain integrity and trust in our claims operations. Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks; Maintain awareness of industry trends on regulatory compliance, emerging threats and appropriate steps to mitigate the risks; and Highlight any potential concerns/risks and proactively shares best risk management practices.

• Diploma, Degree or professional insurance qualifications with 1 to 3 years of insurance claims recovery or customer service experience
• Strong verbal and written communication skills
• Strong interpersonal, analytical and negotiation abilities required
• Excellent organizational and time management skills
• Team player as well as capable of individual performance
• Knowledge of health insurance policy coverage, statutes, regulations and subrogation processing is a plus
• High level of integrity, takes accountability of work and good attitude over teamwork.
• Takes initiative to improve current state of things and adaptable to embrace new changes.
• Are eager to learn and grow in a fast-paced, collaborative environment that values innovation and service excellence

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.