Wong Josephine

Discipline and detail-oriented with result driven professional experience in motor claims management, including senior-level responsibility for claims process and team operation.

Background in customer service and tele-sales marketing, with a track record of building client relationships and mentoring junior staff for performance improvement.

Senior Claims Executive - EQ Insurance

(2022-09 - 2025-09)

• Managed end-to-end motor claims process, handling 100+claims monthly while consistently meeting SLA turnaround times and improving TAT by 15%.
• Supervised and mentored a team of junior staff, enhancing workflow efficiency and service quality.
• Streamlined claims documentation and approval procedures, reducing delays and ensuring compliance and company policies.
• Collaborated with cross-functional teams to resolve complex claims and improve customer satisfaction

Claims Executive - UOI Insurance

(2020-01 - 2022-09)

• Processed motor claims manually, ensuring accurate documentation and timely approvals in a non-digital environment.
• Maintained meticulous paper records and filing systems to support audit and compliance requirements.
• Coordinate with repair workshops, third party assessors, and customers to resolve claims efficiency by reducing delays in claims settlement
• Mentored admin staff in professional documentation and accuracy work and providing constructive feedback in performance appraisal

Claims Executive - Liberty

(2015-06 - 2019-09)

• Registered 50+ new claims weekly, ensuring timely processing and adherence to company standards
• Managed customer engagement with policyholders, brokers, and agents, ensuring timely responses and maintaining SLA standards, contributing to improving client satisfaction.
• Partnered with SIU to investigate potential fraudulent claims, reducing financial loss and maintaining claims integrity.

Claims Executive - NTUC Income

(2011-10 - 2015-06)

• Coordinate legal motor claims, liaising with external and internal stakeholders to facilitate claims resolution, ensure adherence to company policies and contractual obligations
• Ensure timely claim payments to claimant's post settlement, enhancing customer satisfaction and trust.
• Traced and monitored claims progress, meeting turnaround time (TAT) targets hitting KPI.

Assistant Claims Executive - China Taiping

(2008-04 - 2011-10)

• Visited workshops to inspect vehicles, communicated findings to policyholders, and ensured repairs met quality standards and company policies.
• Arranged surveys and conducted subrogation recovery (BOLA), successfully recovering costs and reducing financial loss on claims
• Coordinated with employees, medical providers, and internal teams to process WICA claims accurately and efficiency over a 3-month period.

Bachelor - Psychology - SUSS (2026)

Certificate - Life Insurance, Investment-Link, Health Insurance, Basic Insurance Concepts & Principles, General & Commercial Insurance - Singapore College of Insurance (2000 - 2003)

Diploma - Building - Singapore Polytechnic (1995-05)

GCE O Level - Nan Chiau High School (1991-12)

PSLE - Jagoh Primary School (1986-12)