Travel Claims Handler

Summary

Join IMG as a Travel Claims Handler, working remotely or in a hybrid capacity from our Cardiff office. You will manage reimbursement claims from start to finish, collaborating with our 24/7 emergency assistance teams. This role requires strong analytical and customer service skills to process claims, communicate with members and third parties, and ensure compliance with policy terms and regulations. You will assess claims, authorize payments, handle appeals, and maintain accurate records. This is an excellent opportunity to begin or advance your career in the insurance industry with a supportive and innovative team. IMG offers a competitive salary, comprehensive benefits, and opportunities for professional growth.

Requirements

• Previous Travel insurance/assistance experience or similar
• Claims Handling Experience
• A great communicator and enthusiastic about helping customers
• Passionate about achieving goals
• Comfortable dealing with customer queries and complaints
• Computer literate
• Self-motivated and can work with minimal supervision
• Resilient and can adapt to a fast paced and ever-changing environment
• Proficiency with Microsoft office suite
• Strong customer service skills, both for telephony and written communications
• Attention to detail
• Ability to work independently
• Ability to prioritize workload
• Strong written and verbal communication skills
• Ability to be adaptive to the needs of the team

Responsibilities

• Represent the client and the company in a professional manner always
• Take calls passed through from our claim contact centres in reference to claims
• Make outgoing calls to customers to discuss their claims and aid a swift conclusion, ensuring the highest level of customer service is always adhered to
• Assess claims for a multiple of clients within the terms and conditions of the policy, while being mindful of TCF and client / underwriter philosophies, from first receipt of documentation to conclusion
• Authorise, where required, any claims submitted by another Travel Claims Handler within your given authority
• Responsible for managing your claims work queue, ensuring that dedicated service turnaround times are adhered to at all times
• Referring complex, high value and sensitive claims as swiftly as possible, to ensure management of these cases are handled appropriately
• Referring high value claims to underwriters, via the documented method, either directly or via your line manager
• Ensure that any decline or denial of coverage is fully and clearly explained, with inclusion of relevant terms and conditions, to ensure any decision is easy for the member to understand
• Adhere to GDPR, and any data protection requirements outside of GDPR territory, ensuring that all claims are accurate and up to date on every touch
• Adhere to all internal processes and procedures at all times
• Handling appeals received on claims for other handlers, dependent upon experience
• To work with our claim contact centres and 24/7 emergency assistance teams to ensure a smooth process end to end for the customer
• To report any complaint to Customer Services immediately, while working to resolve within the SRC period for UK based claims
• To report any grievance to the Travel Claims Manager immediately, to ensure the smooth processing of US based claims
• Providing feedback and assisting in the development of standard operating procedures and protocols
• Further tasks deemed appropriate by your line manager and/or the Management Team

Preferred Qualifications

• Customer service experience
• Previous call centre experience
• Previous administration experience

Benefits

• Hybrid / Remote Working
• Competitive Salary of £25,000 -£27,000 (Depending on Experience)
• We promote internally as much as possible
• Diverse workforce
• Summer and Christmas Parties
• Birthday Day Off
• Bupa Dental Insurance
• Healthshield Cash Plan
• Travel Insurance
• 22 Days leave and 9 Bank Holidays, annual leave Increases to 30 Days
• Christmas Eve Off
• Surprise events for overachieving employees - such as tickets to Beyonce etc
• Employee of the month/year awards
• 2 volunteer days a year