Insurance Claims Officer

• HKDSE / HKCEE or above in any discipline
• IIQE Paper 1 & 2 (General Insurance) - valid passes required
• Minimum 2 years' experience in customer service or the insurance industry, with at least 1 year in motor insurance claims
• Solid working knowledge of motor insurance products, policy wordings and the Hong Kong claims process
• Strong command of spoken Cantonese and written Chinese and English
• Customer-oriented with strong communication, negotiation and problem-solving skills
• Able to work independently, manage a caseload under pressure and meet service turnaround targets
• Proficient in Google Workspace and comfortable learning new digital systems

GoGoX Insurtech is looking for a Claims Officer, who will be the first point of contact for customers at the moment they need us most - guiding them through the claims journey from notification to settlement, and working hand-in-hand with our insurer partners to deliver fast, fair outcomes.

This role suits someone who is confident handling customers independently, comfortable with detail, and genuinely enjoys solving problems.

• Handle inbound calls and written enquiries (email, WhatsApp) covering policy application status, product information, coverage questions and claims matters
• Provide clear, accurate explanations of policy terms, coverage scope and claims procedures to customers in a professional and empathetic manner
• Receive and process claims notifications; collect, review and follow up on all required supporting documentation from customers
• Act as gatekeeper for claim submissions - verify policy validity, coverage applicability and completeness of documents before referring cases to our insurance partners
• Maintain accurate and up-to-date claims records in our systems, ensuring full audit trail and data integrity
• Monitor claim progress and proactively update customers on status, outstanding requirements and expected timelines
• Liaise closely with insurers, loss adjusters, surveyors, repairers and internal teams (Operations, Finance) to ensure timely and professional service delivery
• Escalate complex, disputed or high-value cases with clear case summaries and recommendations
• Independently investigate and resolve problem cases, complaints and service exceptions, escalating only where appropriate
• Identify recurring claims issues or process gaps and suggest practical improvements to workflows and customer communications
• Support ad hoc projects and tasks as assigned