Senior Officer, Major Claims

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Assess cases with main focus in major claims, assist in higher approval of claims exceeding assessors’ authority, provide enquiry support, take part in departmental projects and supervise subordinates in handling daily operations.

• Follow up on additional supporting documents to facilitate the decision on underwriting, compliance and premium financing after case submission
• Prepare and check decline / after investigation letters
• Approve clean Claims (including cross checking benefit calculations, follow-up with CS, hotline, channels)
• Approve non clean Claims (including cross checking benefit calculations, follow-up with CS, hotline, channels)
• Conduct claims investigation
• Prepare tailored made letters (including decision and investigation letters)
• Handle ad hoc assignments from management
• Handle claims appeal case / complaint cases related to claims
• Provide support to minor and pre-authorisation cases if needed
• Conduct training to internal staff and/or agents
• Handle enquiries and complaints from customers, agents (including telephone and emails where necessary) and internal staff
• Train up new joined staff to obtain claims authority
• Review escalated cases from junior staff

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.