Claims Analyst

About the company

AIA is working toward a future where people and communities can enjoy healthier, longer, and better lives. The organisation focuses on improving lives through stronger communities, better support systems, and meaningful career growth for people who want to contribute to that vision.

About the role

This position supports the assigned business channels by delivering complete advisory support for claims handling and related case management.

Key responsibilities

• Assess, process, and determine claim settlements, including approving claims within the allowed authority level.
• Respond to customer and stakeholder enquiries within a prompt timeframe.
• Coordinate with brokers, corporate clients, and OSS teams on claims-related questions, issues, and complaints.
• Work with healthcare providers and third-party administrators to resolve claims matters.
• Conduct presentations for brokers and corporate clients on claims procedures and workflows.
• Maintain and track operational metrics used in claims reporting.
• Manage exceptional claims, escalations, and appeal cases.
• Carry out claims audits and reviews when assigned.
• Complete tasks allocated by the Team Lead and Head of Claims.
• Handle escalation requests and cases from OSS Contact Centre, Claims, PMM, brokers, direct clients, and internal teams.
• Analyse claims data to identify trends, gaps, and opportunities as part of proactive claims management.
• Plan and run user acceptance testing scenarios for digital initiatives and system enhancements.
• Support other internal and external improvements, enhancements, and projects as needed.

Requirements

• A degree in Business or a closely related field is preferred.
• At least 3 years of experience in Employee Benefits Claims, Medical Claims, or Third-Party Administration management.
• Strong analytical thinking and problem-solving ability, with an interest in digitalisation and operational efficiency.
• Clear verbal and written communication skills, plus strong interpersonal ability.
• Comfortable handling multiple priorities, working to tight deadlines, and performing well in a fast-paced environment.
• Self-driven, well organised, able to work on own initiative, and focused on results.
• Experience with data analysis is an advantage.

Additional information

Applicants must provide all requested personal information to be considered for this opportunity. If information is missing, it may affect how the application is processed and the final outcome. All submitted details must be accurate and kept up to date.

About AIA

For more than 100 years, AIA has supported the evolving needs of customers across Asia-Pacific. Its purpose is to help millions of people live Healthier, Longer, Better Lives, and this sits at the centre of the organisation’s work.

The company is transforming to become faster, simpler, and more connected so it can deliver better solutions and more meaningful experiences for customers and communities. AIA encourages its people to act with clarity, courage, and humanity in support of that purpose.

Join the team

AIA promotes a workplace where people can grow in their careers, improve their wellbeing, strengthen relationships, and make a positive impact. The company is committed to a diverse and inclusive environment where employees can thrive.