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
In this role you will you will lead a team of claims officers in a high‑volume, fast‑turnaround environment, ensuring efficient, accurate and customer‑focused claims processing while maintaining strong quality and compliance standards.
- Lead and manage a team of claims officers to achieve daily, weekly and monthly targets for claim resolution and service levels.
- Oversee the assessment, validation and settlement of high‑volume, low‑to‑moderate complexity claims in line with policy terms and regulatory requirements.
- Monitor claim turnaround times and team performance against KPIs and service standards.
- Allocate workloads effectively to ensure claims are processed within SLAs and operational targets.
- Provide coaching, mentoring and structured performance feedback to support team capability and development.
- Ensure high standards of customer service across all interactions with customers, brokers and stakeholders.
- Identify and address performance gaps, implementing corrective actions to improve team outcomes.
- Support system enhancements and process improvements to drive efficiency and automation in a fast‑track environment.
- Partner with management to conduct audits, review quality outcomes and implement improvements to enhance customer experience.
- Ensure all claims handling complies with internal policies, procedures and regulatory requirements, including escalation where necessary.
- Collaborate with internal teams including Underwriting, Medical, Assistance, Finance and Complaints to support seamless case resolution.
- Support the team manager and contribute to ad‑hoc initiatives aligned to evolving business needs.
What skills and experience you’ll bring on this journey:
You will have strong leadership capability, technical claims knowledge and the ability to deliver consistent performance in a fast‑paced, high‑volume environment.
- Proven experience leading or supervising claims teams, with demonstrated success in managing performance, productivity and service delivery.
- Strong experience in claims handling within insurance, travel insurance or related environments, particularly high‑volume processing.
- Sound understanding of policy interpretation, claims assessment and regulatory requirements.
- Demonstrated ability to coach and develop team members, providing clear, constructive and actionable feedback.
- Experience monitoring KPIs, SLAs and operational performance, with the ability to drive continuous improvement.
- Strong customer service orientation, with the ability to balance efficiency, accuracy and customer outcomes.
- High proficiency in written and spoken English; additional language capabilities are an advantage.
- Strong communication and interpersonal skills, with the ability to influence and collaborate across stakeholders at all levels.
- Ability to work under pressure, manage competing priorities and maintain performance in a fast‑moving environment.
- Strong organisational skills, attention to detail and accountability in delivering results.
- Experience conducting quality reviews or claims audits is advantageous.
- Certification in Basic Insurance Concepts and Principles (BCP) or Personal General Insurance (PGI), or willingness to obtain these certifications.
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
- 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!
