Job Description

Are you a proactive, highly detailed professional with a passion for customer service and a background in insurance claims? Ready to join a global company dedicated to enhancing customer relationships? A leading Global Financial Services Group, known for enhancing travel experiences and providing specialised insurance solutions (managing products like Priority Pass and Columbus Insurance ), is seeking a dedicated Travel Insurance Claims & Service Advisor to join their team. This is a multi-faceted role where you will manage the full claims process, provide expert policy advice, and handle inbound sales-all while adhering to strict regulatory standards like Treating Customers Fairly (TCF). Responsibilities:
Claims Processing & Assessment:

• Assess and process claims in accordance with policy wording, insurer guidelines, and industry best practices.
• This includes reviewing documents and processing accurate and timely claim payments.

Customer & Policy Expert:

• Deal with inbound calls, emails, and conversational claims, providing efficient, friendly contact.
• You will provide accurate verbal and written advice on policy coverage, claims decisions, mid-term adjustments, and customer support.

Quality & Compliance:

• Ensure all responses are prompt and professional, meeting agreed timeframes (e.g., 24 hours for emails, excluding weekends).
• You will identify and manage customer complaints, recognize vulnerable customers, and ensure adherence to FCA regulatory requirements.

Sales & Fraud Management:

• Manage inbound Travel Insurance sales calls and mid-term adjustments, ensuring quality and conversion targets are met.
• You will also identify and escalate potential fraud cases.

Experience:

• Minimum of 1 year in insurance claims, with specific knowledge of key travel insurance products.
• Experience in claim validation with attention to detail.
• Experience with the Gotrex claims system or similar platforms is beneficial.

Qualification:

• Matric (or equivalent qualification).

Regulatory Knowledge:

• Understanding of FCA regulations and the Treating Customers Fairly (TCF) framework.

Communication:

• Strong written and verbal communication skills in English, with a confident and professional telephone manner.

Skills Required