Travel Claims Handler - iTravel Remote
Job description
Role: Travel Claims Handler - iTravel
Company: IMG
Location: Remote or Hybrid [Cardiff or Redhill]
Salary: £22,000 - £25,000 [depending on experience] +benefits
Hours: 37.5 hours per week
International Medical Group provides medical assistance and claims handling services to travel insurance policy holders and corporate clients across the globe. Our UK-based operations centre provides round the clock medical assistance to policy holders who suffer injury or illness while travelling overseas, and our dedicated claims team handles a huge range of travel claims from lost luggage to pet care.
Join our team as a Claims Handler!
The Travel Claims team works alongside our 24/7 emergency assistance service and process reimbursement claims from receipt of the claim form and documentation to completion, including investigations, assessments, payments, authorisations, declines, fraud detection and prevention and recoveries.
Communication methods with clients, customers and third parties include email, fax, post and telephone.
They process claims in line with the policy terms and conditions, taking into account client and underwriter philosophies, ensuring a smooth, swift and efficient service at all times.
Knowledge Skills Abilities
- Previous claims handling experience for 2 or more years - essential
- A high degree of accuracy and attention to detail with excellent numerical skills.
- The ability to work well both independently and as part of a team.
- The ability to follow processes and efficiently collect data in a friendly and professional manner.
- Excellent written and verbal communication skills, as all correspondence is remote and a large number of our insured are not English mother-tongue.
- A calm, diplomatic, open and professional approach, with the ability to handle enquiries from all parties, VIPs, insured personnel and underwriters alike.
- PC skills with a good knowledge of Microsoft packages, ideally with advanced knowledge of MS Excel, Word and PowerPoint.
- Be able to demonstrate exceptional customer service in line with our service expectations and goals.
Duties and Responsibilities
- To represent the client and IMG in a professional manner at all times.
- To take calls passed through from the Claims Administration Team in reference to their own claims.
- To make outgoing calls to customers to discuss their claims and aid a swift conclusion, ensuring the highest level of customer service is adhered to at all times.
- 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.
- Adhere to GDPR and ensuring that all claims are accurate and up to date 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 the Claims Administration Team and 24/7 medical assistance team 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.
- 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 Skills
- Experience of handling travel, medical, legal expenses, personal liability or personal accident claims
- Experience of private medical insurance claims handling also considered
- Previous experience of handling travel claims
- Previous experience of fraud handling desired
- Previous experience of recovery handling a bonus
- Language skills desirable but not essential
If this sounds like the role for you, apply now and one of our advisors will be in touch to discuss the position and next steps.
What are you waiting for? We can’t wait to meet you!
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.
IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.
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