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Behind the Scenes at Pacific Prime Singapore: Our departments

Pacific Prime Singapore is more than just the sales people and other client-facing staff that you may encounter on a regular basis. Here, we provide you with a list of all the departments that aid our office in delivering excellent customer service.

On top of selling health insurance products from a variety of insurance companies, Pacific Prime Singapore prides itself on providing top notch customer service to all of our clients. It can be trying to obtain health insurance for a business, family, or even an individual, but throughout the course of this process Pacific Prime's customers come to know our client-facing staff very well. However, there is a lot more to providing international health insurance than a smiling face or a voice on the phone. For this reason, let’s take a look at all the departments that make up Pacific Prime Singapore and how each one plays a part in creating an excellent experience and quality product for each of our clients.



For over 10 years, Pacific Prime has operated in Singapore, and since then, we have grown by leaps and bounds. Currently, the Pacific Prime Singapore office has 10 people working in our Sales Department. This is our first line of defense when it comes to providing customer service that is second-to-none. It starts at the top with Sales Manager Olivier Zeller, and is spread throughout the rest of our sales team. People from all over the world can depend on this team, as it consists of people that can speak 15+ languages and hail from countries including Austria, France, Ireland, Singapore, Sweden and the United States.

As insurance intermediaries, our Sales Team does much more than simply selling insurance. They act as a liaison between the insured and the insurance company. Each Pacific Prime client has the opportunity to contact their insurer directly, but if they prefer, or if there is any concern that the customer service being provided by an insurer is not satisfactory, our clients can turn to their friendly Pacific Prime sales representative to take care of virtually any issue with their health insurance. Whether it’s making a claim, answering a question on the fine print of a policy, or any number of other issues you may have, our sales staff is always ready and willing to work hard to do what you need.



Once you the term of your first policy with Pacific Prime is up, it’s time to renew! That’s where our Renewals Team comes in very handy. Oftentimes people will find that, when it comes time to renew, the premiums on their policy have increased, and sometimes by quite a bit. For this reason, people sometimes desire to change insurers, plans or benefits when it comes time to renew. This is where the real benefit of working with a member of the Renewals Department shines through.

Pacific Prime’s renewals experts specialize in measuring the pros and cons of changing benefits, policies and insurers to make sure that their needs are still being met without sacrificing too much. For example, it’s easy to switch insurance companies simply because the premiums on an existing policy are too high, but what someone may not realize is that a condition they have developed in the past year would not be covered by a new insurer, as it would be considered a pre-existing condition. In this situation a Renewals Department member would likely find a new policy under the existing insurer that costs less but still addresses the client’s primary concerns, while still providing information on other insurers that may cover the pre-existing condition. It’s easy to see the value of working with knowledgeable renewal experts.


Sales Support

By directly backing the people that our clients work with the most, the Sales Support department plays a vital role in getting the necessary work done to make sure that Pacific Prime clients obtain their health insurance quickly and smoothly.

After an insurance policy is purchased, Sales Support staff handle the processing of documents to actually get our clients signed-up for their policy, and iron out any wrinkles along the way. During the sign-up process Sales Support staff are a direct link between client and insurer.


Client Services

After you’ve been set up and are an established member you will oftentimes work with, or at least be assisted by, the Client Services Department. Whether handling your inquiries when your sales representative is unavailable, checking into details on your policy or insurer, or handling pre-authorization or paperwork for a claim, the Client Services team keeps things running smoothly when you actually start using your health insurance plan.



Now, once your claim is organized and submitted, there is a whole team that specializes in work related to it. The Claims Department processes claims and escalates them in the event that there is a dispute. In this way the claims team is fighting battles for Pacific Prime clients behind the scenes. They also are responsible for following up with insurers on claims statuses, thus ensuring that everything moves as efficiently as possible. Finally, Claims Department staff sometimes advises clients on how to make claims properly.


Administration and Accounts

Last, but certainly not least, are the administrative and accounting staff that are the lifeblood of any office. Although they generally are not client-facing personnel, there’s no way that the Pacific Prime Singapore office could function properly without them.


So there you go, all of the people at Pacific Prime Singapore that strive to make your life as carefree as they can by simplifying health insurance and providing great customer service. If you have any questions about how they can assist you further, or to get insured through Pacific Prime for the first time, please feel free to contact us today! Representatives are standing by to answer all of your questions and provide you with free policy quotes.


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