Claims Customer Service Specialist – Travel Insurance

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Manage incoming and outgoing communications via customer calls, emails, and inquiries regarding travel insurance claims.

• Provide prompt and precise updates concerning claim status, processing timelines, required documentation, and subsequent steps.

• Assist customers in understanding the benefits of travel insurance, including coverage limits, exclusions, and deductibles.

• Guide travelers through the process of submitting claims, detailing necessary documentation and filing procedures.

• Address inquiries related to trip cancellation and interruption, trip delays and missed connections, emergency medical expenses, baggage loss and delay, and various other travel benefits.

• Review claim records and collaborate with Claims Adjusters to furnish accurate information and resolve customer queries.

• Support customers with questions about claim outcomes, reimbursement processes, and payment statuses.

• Follow up on pending inquiries to ensure customers receive timely responses.

• Identify and escalate complex claims inquiries, complaints, and urgent issues.

• Document customer interactions, actions taken, and next steps in claims management systems.

• Work in cooperation with global Claims, Medical, and Assistance teams.

• Recognize opportunities to enhance claims processes, customer communications, and overall service experience.

⛳️ Requirements

• At least 2 years of experience in travel insurance, customer service related to insurance claims, or claims administration.

• Strong knowledge of travel insurance benefits, policy terminology, and claims processes.

• Proven experience in managing customer calls regarding claims status, coverage inquiries, and claims submissions.

• Ability to articulate insurance coverage and claims procedures using clear and simple language.

• Exceptional written and verbal communication skills in English.

• Possess patience, empathy, and a customer-oriented mindset.

• Excellent organizational skills with a keen eye for detail.

• Capacity to handle multiple inquiries simultaneously.

• Confidence in managing challenging conversations and addressing customer issues professionally.

• Comfortable utilizing claims management systems, customer service platforms, and new technologies.

• Ability to work independently in a remote setting while collaborating with a global team.

• Located in North America, with the availability to work scheduled North American hours.

• Experience with US or Canadian travel insurance products is an advantage.

• Proficiency in additional languages, especially Spanish or French, is a plus.

🏝️ Benefits

• Remote-first company that offers flexibility to work in a location that suits you best.

• Opportunities for growth and innovation.

• Space to enhance your skills and acquire new ones.

• People-first culture emphasizing collaboration, respect, and trust.

• Engage in meaningful work that directly assists travelers.

• Competitive benefits that promote wellbeing and work-life balance.