Senior Travel Claims Handler - Surrey

1k Bonus - Insurance - Insurance
Ref: 552 Date Posted: Friday 28 Jun 2019
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Assess claims pro-actively and in line with the principles of treating customers fairly.  Communicate professionally with customers and third parties.  Actively contribute to continual improvement of department.  Effectively manage costs.  Communicate claims outcomes clearly to customers referring to appropriate policy terms & conditions.


 Thirty-five hours per week.  8am to 6pm, Monday to Friday. However, due to the nature of this role hours may vary in line with the needs of the business.


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 3rd parties

Handle customer escalations in a positive way and refer any unresolved quality issues to your line manager


You will also be responsible for the following:

Health & Safety

To ensure that your work area is kept safe and tidy at all times

To notify the Company Health & Safety officer or the Managing Director of any Health & Safety issues which may cause harm to fellow employees



Key Performance Areas

To work towards achieving 100% on all Key Performance Area targets set for the department


To actively participate in and contribute towards individual annual appraisals, monthly team meetings and monthly one-to-one assessment sessions.



To work within and be compliant at all times with all relevant regulations and legislation applicable to the role.



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


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

Experience in a general insurance claims environment which included 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.