About the Role
This role involves managing the most significant and complex travel insurance claims, supporting complaint resolution, collaborating with suppliers to enhance customer experience, and engaging with intermediaries and internal teams to improve service offerings. It suits individuals passionate about resolving intricate claims and delivering high-quality customer service.
Responsibilities
- Evaluate claims and medical assistance cases within delegated authority, including approving air ambulance and urgent treatment requests.
- Manage and negotiate high-value or intricate claims across retail and commercial lines.
- Apply principles from the Consumer Insurance (Disclosure and Representation) Act 2012 when making decisions.
- Assess claims based on policy terms, organizational claims philosophy, and regulatory expectations under the Consumer Duty.
- Support complaint reviews and provide feedback to third-party administrators (TPAs).
- Help shape strategies that lead to optimal customer resolutions.
- Analyze claims processes and systems to identify improvements for TPAs and internal teams.
- Share insights with departments such as Underwriting, Sales, Distribution, and Actuarial to support business decisions.
- Stay current on industry standards and regulatory changes related to patient repatriation.
- Build and maintain relationships with internal teams and external partners.
- Foster a collaborative and inclusive team environment.
- Take ownership of personal development and encourage growth in others.
Compensation
12% non-contributory defined pension scheme, annual company bonus, private medical insurance, option to buy up to 20 additional holiday days or sell some holiday entitlement
Work Arrangement
Remote (Country)
Team
Part of the largest department in the UK General Insurance business, focused on delivering personal, clear, effortless, and collaborative service to customers
The opportunity
The Accident & Travel division has performed strongly in recent years, creating a chance to join a growing team. In this position, you will handle major and complex travel insurance claims, assist with complaint resolution, collaborate with suppliers to improve customer experience, and interact with intermediaries, clients, and internal departments to strengthen product offerings. The role is ideal for someone dedicated to managing complex claims, enhancing propositions, and delivering exceptional service. The Claims department is the largest in the UK General Insurance business and plays a key role in delivering personalized, clear, and seamless service. Flexible working options are available, including part-time, job share, remote work, and compressed hours. Candidates are encouraged to discuss their flexibility needs during the interview.
What will you get in return?
Benefits are tailored to individual needs, offering flexibility in choices throughout the year. These include a 12% non-contributory defined pension scheme, an annual company bonus, private medical insurance, and the option to buy up to 20 additional holiday days or sell some of your entitlement. More details can be found via the provided link on employee benefits.
What happens next?
As an inclusive employer, we aim to ensure all candidates can perform at their best during interviews. You will have the opportunity to request reasonable adjustments or practical support when applying.
Who we are
We aim to be a leading global insurer and one of the most responsible and impactful businesses worldwide. With over 55,000 employees across more than 170 countries, we provide a stable and supportive environment. We are committed to sustainable impact, employee wellbeing, diversity, curiosity, optimism, and developing future-ready skills. If you seek a dynamic, rewarding environment that values innovation and contribution, this could be the right opportunity for you.
Our Culture
We foster a strong sense of community and are deeply committed to diversity, equity, and inclusion—recognized through multiple awards. We encourage employees to be their authentic selves and ensure everyone feels welcome, regardless of background, beliefs, or identity. Our workforce reflects the diversity of our customers, and we treat all applicants fairly. We prioritize holistic wellbeing—physical, mental, social, and financial—and partner with experts to offer lifestyle support. We offer extensive training and development programs and actively support volunteering, charitable giving, and community engagement through our long-standing corporate trust, which has contributed over £90 million in grants and volunteer time across the UK.
Other
- Working hours: part-time, job-share or full-time basis
- Able to offer out-of-hours phone support on a rotational basis
- Flexibility in working arrangements including part-time, flexible hours, job share, working from home or compressed hours
- Opportunity to request reasonable adjustments or practical support during the interview process
Not specified
