Complex Claims Adjuster, ANZ

Job Type: Permanent - Full Time

Location: Kuala Lumpur

Job Category: Insurance & Superannuation

Job Description

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support.

Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance.

Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services.

Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What You’ll Be Doing

You will manage complex travel insurance claims end‑to‑end, applying sound judgement, technical analysis and clear communication to achieve timely, fair and cost‑effective outcomes for customers and the business.

• Manage and resolve complex claims, applying effective investigation, assessment and settlement techniques to achieve accurate and timely outcomes.
• Analyse policy coverage, documentation and supporting records to determine liability and appropriate claim decisions.
• Engage with customers to refine and clarify claim queries, ensuring accurate processing and a clear understanding of next steps.
• Communicate with external parties including claimants, employers, medical providers, repair centres and third‑party service providers to gather information and progress claims.
• Proactively manage claim portfolios using diary and workflow controls to meet service level agreements and minimise delays.
• Set, review and adjust claim reserves within delegated authority levels.
• Identify potential subrogation opportunities or fraud risks and refer matters to relevant specialist teams.
• Provide high‑quality service throughout the claims lifecycle, ensuring communication is clear, professional and aligned with company policies and regulatory requirements.
• Maintain accurate and complete claim documentation in all relevant systems.
• Contribute to continuous improvement initiatives and support additional duties aligned to evolving business needs.

What skills and experience you’ll bring on this journey

You will have strong claims judgement, analytical capability and the confidence to manage complex matters independently while delivering reliable customer outcomes.

• Experience in claims handling within insurance, travel insurance, assistance services, hospitality or customer service environments.
• Strong analytical, numeracy and attention‑to‑detail skills, with the ability to interpret policies and complex documentation.
• High proficiency in English, with clear and effective verbal and written communication skills.
• Demonstrated ability to manage a complex workload, prioritise effectively and meet service deadlines.
• Confidence engaging with internal and external stakeholders, building constructive working relationships.
• A solutions‑focused mindset, with the ability to identify issues, resolve problems and improve processes.
• The ability to work under pressure, exercise sound judgement and take accountability for outcomes.
• Integrity, professionalism and the ability to work both independently and collaboratively to achieve shared objectives.
• Previous experience identifying or referring subrogation or fraud risks is desirable.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

We Also Offer Some Fantastic Benefits Including

• Flexible working opportunities
• 16 days annual leave
• Personal and family health insurance coverage
• Life insurance
• Employee rewards and recognition schemes

Appy today and let’s go to great places together!