Claims Hotline (VDO Survey)


  • Provide claim hotline for all products upon receipt of FNOL by Mobile Application, Webservice, Claim online, e-mail, telephone, fax and customer walk in.
  • Monitor new claims from Roojai web service, review and consider to call back and process FNOL accordingly.
  • Gather all necessary evident and identify quickly to assign Motor Surveyor or do Desktop Survey 
  • Identify suspicious situation at FNOL

Job Duties

  • Handle first notification of loss (FNOL) from multiple channels mainly Claim online through website, e-mail, Roojai web service, Mobile Application
  • Monitor Web App dispatching, review and consider to call back and process claim accordingly
  • Support inbound calls of first notification of loss (FNOL) including fax and customer walk-in
  • Able to quickly require information, reassure the customer, provide direction, answers to basic claim questions and advise further claim process
  • Communicate with customers, updating the customers of the progress of their claims at stage of FNOL
  • Enter new claims at FNOL stage in Salesforce and ensure all transactions are posted/released.
  • Submit Desktop survey report and follow up Physical survey report from Surveyor to claim handling team within timeline
  • Ensure Survey Report are processed, and Survey Fee Invoice are submitted in timeline
  • Handle complaints at the first point of contact
  • Report to Senior Claim Executive and Claim Executive handling of concerns, compliments from customers and third party with recommended solutions and areas of improvement
  • Share work experience and knowledge with colleagues through team meetings
  • Actively participate in process improvement sessions, providing constructive feedback and suggestions
  • Perform other duties as assigned by Manager with fully supporting


  • High vocation certificate in Mechanic or University graduate
  • Experience in Motor Claim Call Center, Motor Surveyor and Claim Handling is an advantage
  • Should have sound knowledge of various motor vehicles, their market values, various repair procedures and costs, recovery procedures
  • Strong Knowledge in Motor Insurance
  • Good spoken and written communication skills (Good in English communication is an advantage)
  • Excellent customer service and negotiation skills
  • Ability to analyze information
  • Good administrative and computer skills

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