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 lead the Asia Pacific Claims function, driving strategic, operational and customer outcomes across a complex, multi-market environment.
- Lead claims operations across ANZ, Singapore and No Additional Cost (NAC) claims portfolios, ensuring consistent service excellence and operational performance.
- Develop and execute the regional claims strategy, aligning operational priorities with business objectives and future growth plans.
- Contribute as a member of the regional leadership team, influencing claims transformation, operational priorities and strategic business initiatives.
- Oversee end-to-end claims management, ensuring fair, accurate and timely assessment and settlement outcomes.
- Provide technical leadership on complex claims matters, including policy interpretation, coverage decisions, escalations and risk assessment.
- Drive operational excellence through quality assurance, audit programmes, automation, innovation and continuous improvement initiatives.
- Utilise customer insights, operational data and market trends to improve customer experience, simplify processes and strengthen business performance.
- Lead fraud prevention and risk mitigation activities while maintaining robust governance and regulatory compliance frameworks.
- Establish and maintain effective governance and performance frameworks for TPAs, vendors and external service providers.
- Build strong relationships with internal stakeholders, insurers, regulators, partners and vendors to support strategic and operational outcomes.
- Develop, coach and inspire a high-performing leadership team through effective workforce planning, capability development and succession management.
- Provide performance, operational and risk insights to senior leadership and governance forums to support decision-making and business planning.
What skills and experience you’ll bring on this journey:
You will have strong claims leadership, commercial judgement and strategic capability, along with the ability to drive customer, operational and business outcomes across a complex regional environment.
- Over 10 years of insurance claims experience, including significant leadership experience within travel insurance, general insurance or assistance-related businesses.
- Proven success leading regional claims functions across multiple jurisdictions within a complex and regulated environment.
- Strong expertise in technical claims adjudication, policy interpretation, claims governance, fraud prevention, risk management and regulatory compliance.
- Demonstrated experience developing and executing claims strategies that improve customer experience, operational performance and business outcomes.
- Proven ability to lead teams through workforce planning, succession management, talent development and employee engagement initiatives.
- Strong commercial and analytical capability, with experience leveraging claims data and market insights to drive strategic decision-making and operational improvements.
- Excellent communication, stakeholder management and influencing skills, with the ability to build trusted relationships across all levels of an organisation.
- High proficiency in English (written and spoken); additional Asian language capabilities are advantageous.
- A Bachelor’s degree in Business, Finance, Insurance or a related discipline; advanced industry qualifications such as ANZIIF, ACII or equivalent are highly regarded.
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!
