Travel Insurance Claims Handler

Overview:

Assess claims pro-actively and in line with the principles of treating customers fairly. Communicate professionally with customers and third parties. Effectively manage costs. Communicate claims outcomes clearly to customers referring to appropriate policy terms & conditions.

Responsibilities:

Main Duties

• Handle first notification of loss (FNOL) calls, enter all relevant claims information and dispatch claims forms as appropriate
• Manage & respond to department email enquiries
• Communicate with customers and third parties by telephone/email/letter in a clear, concise and professional way
• Assess new claims (Travel/Missed Event/Collision Damage Waiver excess) in accordance with policy terms and conditions, within specified service levels and in line with departmental procedures
• Handle any necessary administrative duties relating to claims, e.g. completion of worksheets
• Ensure that all relevant data is collated and entered onto the system in a timely manner, with a focus on accurate data entry and regular data cleansing
• Identify and initiate potential recoveries from 3^rd parties
• Handle customer escalations in a positive way and refer any unresolved quality issues to your line manager

Qualifications:

It is essential that you have a good standard of general education including an English Language and Maths GCSE or equivalent.

Further to this you must be able to demonstrate evidence of experience in the following areas:

• Working in a general insurance claims environment, including call handling duties
• Excellent telephone manner
• PC literate and Numerate
• Have good worldwide geographical knowledge and experience of working in a travel claims environment.

It is important that you hold the following personal qualities:

• Excellent communication skills and ability to empathise when required
• Sound decision making ability encompassing diplomacy and patience when required.
• Mature and confident approach to work duties
• High attention to detail and quality focus
• Flexible and adaptable to changing situations
• Team player
• Ability to prioritise multiple tasks and work under strict timescales
• Self-motivated and enthusiastic
• Strong organisational and interpersonal skills.