Claims Handler

Here at IMG we are pleased to announce that we are looking for  Travel Claims Handlers working on a Hybrid or Remote Basis reporting out of our Cardiff Office on a permanent contract working 37.5 hours a week Monday to Friday with a competitive salary of £24,000 - £27,000 (Depending on Experience). 

The Travel Claims Handler works alongside our 24/7 emergency assistance teams, in multiple business locations, to manage reimbursement claims from receipt of documentation to finalisation, including investigations, assessments, payments, authorisations, declines, fraud detection and prevention, recoveries and appeals. It may also involve management information support and training within the team.

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®. 

The Travel Claims Handler will use their advanced experience in analytical thinking, tied with their skills in customer service, to process claims in line with the policy terms and conditions to establish the coverage and benefits due, communicating with our members, their representatives, third parties and underwriters by the most effective method, including by telephone and email.

The Travel Claims Handler will adhere to, and work to exceed, the quality standards set on an individual, and team, basis and ensure that all outcomes are compliant with the policy terms and conditions and are handled within regulatory requirements.

This is a great opportunity for anyone who is looking to kick-start a career in the insurance industry or if you just want to expand on current experience. You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills and develop in your career and grow. Our mission is to help you realise your potential. Whether you want to kick start or restart your career, IMG is the right place to do just that.

What does a day in the life of a Travel Claims Handler look like:

• Represent the client and the company in a professional manner always.
• Take calls passed through from our claim contact centres in reference to claims.
• Make outgoing calls to customers to discuss their claims and aid a swift conclusion, ensuring the highest level of customer service is always adhered 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.
• Authorise, where required, any claims submitted by another Travel Claims Handler within your given authority.
• Responsible for managing your claims work queue, ensuring that dedicated service turnaround times are adhered to at all times.
• Referring complex, high value and sensitive claims as swiftly as possible, to ensure management of these cases are handled appropriately.
• Referring high value claims to underwriters, via the documented method, either directly or via your line manager.
• Ensure that any decline or denial of coverage is fully and clearly explained, with inclusion of relevant terms and conditions, to ensure any decision is easy for the member to understand.
• Adhere to GDPR, and any data protection requirements outside of GDPR territory, ensuring that all claims are accurate and up to date on 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 our claim contact centres and 24/7 emergency assistance teams 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 for UK based claims.
• To report any grievance to the Travel Claims Manager immediately, to ensure the smooth processing of US based claims.
• 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. 

 What We`re Looking for: 

• Previous Travel insurance/assistance experience or similar (Required)
• A great communicator and enthusiastic about helping customers
• Passionate about achieving goals
• Comfortable dealing with customer queries and complaints
• Computer literate
• Self-motivated and can work with minimal supervision
• Resilient and can adapt to a fast paced and ever-changing environment
• Proficiency with Microsoft office suite 
• Strong customer service skills, both for telephony and written communications 
• Attention to detail. 
• Ability to work independently. 
• Ability to prioritize workload. 
• Strong written and verbal communication skills 
• Ability to be adaptive to the needs of the team. 
• Customer service experience (Preferred) 
• Previous call centre experience (Preferred) 
• Previous administration experience (Preferred) 

 What do we offer: 

• Hybrid / Remote Working
• Competitive Salary of £24,000 - £27,000 (Depending on Experience)
• We promote internally as much as possible 
• Diverse workforce 
• Summer and Christmas Parties 
• Birthday Day Off 
• Bupa Dental Insurance 
• Healthshield Cash Plan 
• Travel Insurance 
• 22 Days leave and 9 Bank Holidays, annual leave Increases to 30 Days 
• Christmas Eve Off 
• Surprise events for overachieving employees - such as tickets to Beyonce etc 
• Employee of the month/year awards 
• 2 volunteer days a year 

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.

Salary : $24,000 - $27,000