Claims Servicing Specialist (H&P Club)

About the role

Prudential is hiring a Claims Servicing Specialist for its Health & Protection (H&P) Club. The role supports the Team Lead in delivering premium claims servicing to H&P Club members and their customers, acting as the main point of contact for claims enquiries, case navigation and service coordination. It bridges the H&P Club qualifiers and the claims team, focusing on servicing and relationship management alongside claim adjudication.

Key responsibilities

• Serve as the primary servicing contact for assigned H&P Club members and their customers, responding promptly to enquiries and guiding them on claims requirements and documentation.
• Track claims end to end, coordinate urgent and sensitive cases, and keep customers informed throughout their claims journey.
• Manage a portfolio of Health and Life claims, liaise with Claims Assessors, escalate urgent cases and coordinate with Agency, Customer Service, Healthcare Institution and internal teams.
• Build trusted relationships with H&P qualifiers and Agency Leaders, support service recovery for delayed or escalated cases, and gather adviser feedback.
• Meet service turnaround times within 24 hours, maintain accurate records, track case ageing and support reporting on service performance.
• Follow Prudential policies and regulatory requirements, handle customer data confidentially and escalate compliance risks.
• Take part in transformation projects and help implement digital, automation and AI-enabled servicing capabilities.

Required profile

• Diploma or degree in Healthcare, Insurance, Business or Administration preferred.
• At least 3 to 5 years of experience in Health and Life claims, customer service, insurance operations or healthcare administration.
• Strong understanding of life plans, Integrated Shield Plans, health insurance claims processes and regulatory and governance requirements.
• Passion for customer advocacy, data-driven approach, ability to multi-task under pressure and handle high claim volumes.

Required skills

• Proficiency in Microsoft Office (Excel, Word).
• Claims systems (preferred).
• Excellent verbal and written communication.