Insurance Claims Officer

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.

What You Will Deliver

• 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

Who You Are

• 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