Complex Claims Examiner

About this Role

To handle Casualty GL and Auto Liability claims of intermediate complexity from coverage enquiry through legal liability analysis and quantum assessment, to timely and accurate resolution; ensuring mitigation of indemnity and expense exposure while communicating developments and outcomes as necessary to all key internal and external stakeholders. Provide a high standard of customer service and adherence to legal and regulatory requirements.

Key Relationships: Direct reporting line to Complex Claims Team Manager

Duties and Responsibilities:-

1. Functional Responsibilities:

• Managing key claims handling enquiry; coverage determination, legal liability analysis and quantum assessment, where appropriate within authority limits and providing a consistently strong standard of customer service
• Ensuring effective vendor and litigation management on Complex claims within a personal allocation
• Broadening internal / external stakeholder communication where required
• Striving for continuous improvement on claim file handling with feedback and support through the Quality Assurance Review processes
• Contributing to maintenance of best practice procedures for Casualty GL intermediate to high value Complex claims, consistent with global best practice
• Demonstrating a high standard of technical claims competence. Demonstrate a strong standard of competence in handling intermediate to advanced complex claims in Casualty GL

2. Accountabilities:

• Timely, accurate and customer focused claim resolution, minimizing indemnity exposure and mitigating vendor and legal expense for claims of medium to high complexity
• Consistent proactive claims handling on an ongoing basis (i.e. initial file review, investigations and liability, negotiations and settlement, and litigation management)
• Effective communication of key medium to high Complexity claims and Casualty GL portfolio messages to internal stakeholders and external stakeholders
• Financial control through consistent reserve and other financial transaction discipline
• Accurate and consistent policy interpretation against claims of intermediate to high complexity

Job Requirements:-

• Demonstrate strong communication skills, both written & verbal
• Time management - ability to manage & prioritize workload and diary management
• Ability to contribute effectively within a team environment
• Ability to work with claims stakeholders to effectively direct claims strategy
• Participate in client review and Profit Centre meetings
• Good specialist knowledge in Casualty GL and Auto Liability technical claims
• Policy language skills enabling accurate and consistent policy wording interpretation
• A strong knowledge of legal / regulatory and litigation / procedural requirements for their line of business
• Some experience in negotiation, mediation, arbitration and ADR skills. Strong experience in negotiating on intermediate to high complex claims and knowledge and experience in mediation, arbitration and Alternative Dispute Resolution
• Experience in effectively following up on recommendations from technical claims audits and continuous claim handling improvement

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what's most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security-as well as your professional development-to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks. It is an exciting time to join us - across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to [email protected].

Functional Area:
CL - Claims

AIG Insurance Hong Kong Limited