This vacancy is now closed

Travel Claims Handler - Surrey

2000 bonus - Insurance
Ref: 554 Date Posted: Tuesday 30 Jul 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


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

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

  • Working in a general insurance claims environment which includes call handler 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