Complaints Analyst

Travel Guard meets the diverse needs of leisure and corporate travelers alike through its comprehensive portfolio of travel insurance plans and assistance services as well as a network of experienced providers. With global service centers placed strategically around the globe, our 24/7 multilingual team is always just a phone call away and ready to assist when our customers experience travel issues – from lost luggage or minor travel inconveniences to medical emergencies or life-threatening events. We help customers recover from travel disruptions and enjoy their journeys knowing Travel Guard has their back every step of the way.

This position is responsible for investigating and preparing comprehensive written responses to complaints received from state insurance departments, and other government agencies, on our Travel & NAC claims programs. The Complaints Analyst ensures timely and accurate resolution of complaints while maintaining compliance with regulatory standards and company policies. This position is ideal for individuals who are passionate about ensuring fair outcomes and maintaining high standards of regulatory compliance.

Responsibilities include:

• Investigate complaints received from regulatory and government agencies thoroughly and impartially.
• Analyze case details, review supporting documentation, and identify key issues to address in responses.
• Prepare clear, concise, and professional written responses tailored to meet the requirements of each agency.
• Collaborate with internal departments to gather relevant information and coordinate responses.
• Maintain accurate and detailed records of all complaint investigations and resolutions.
• Ensure all responses are submitted within established deadlines.
• Stay up to date with industry regulations, standards, and best practices to ensure compliance.
• Provide recommendations for process improvements to prevent recurring complaints.
• Support to Claims QA Analyst & Claims STP Analyst, when called upon.

Basic Qualifications:

• Bachelor’s degree in business, communications, or a related field, or equivalent work experience.

OR

• Prior experience handling travel insurance claims or working as a paralegal for a law firm or corporate legal department of an insurance company preferred, but not required. A certificate from a Paralegal Studies program is a plus.

AND

• Microsoft Office experience
• Knowledge of insurance regulations, markets, and products

Preferred Qualifications:

• AIC, AIS, SCLA, or CPCU a plus, but not required.
• Meticulous attention to detail: Ability to ensure accuracy in documentation and responses.
• Excellent verbal and written communication skills: Craft professional correspondence and articulate findings with clarity, confidence, and professionalism.
• Well-organized and able to work with limited supervision: Demonstrate initiative and self-sufficiency in managing responsibilities.
• Ability to multi-task and effectively manage competing priorities: Maintain focus and deliver results in a fast-paced environment.
• Strong interpersonal skills: Communicate effectively with internal and external clients, maintaining a high degree of clarity, confidence, and professionalism.
• Strong analytical and investigative skills.
• Proven ability to meet deadlines and manage multiple cases simultaneously.
• Familiarity with insurance industry regulations or experience in a regulated environment is preferred.

You are joining us at a pivotal time in our business. With the recent acquisition of AIG’s global personal travel insurance business, Travel Guard, we have become a leading travel insurance and assistance provider globally, serving over 20 million customers annually and maintaining long-term relationships with more than 200 distribution partners.

We’re for travelers and for traveling, but we want to offer much more beyond travel insurance and assistance – we want to ‘cover more’.

Zurich Cover More recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet