Travel Claims Handler

Job Location UK-Surrey-Croydon
Posted Date 2 months ago(06/09/2021 15:14)
Type of Contract
# of Openings


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

Authorities Held


TBA (based on experience)



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 abide by the Health & Safety Work Act 1974
  • To notify the Company Health & Safety officer or the Managing Director of any Health & Safety issues which may cause harm to fellow employees



  • To advise your Manger of any areas of work for which you require any additional training
  • Be available for training on new schemes/policy changes and skills as required


Quality Management Systems

  • To work as a member of a team within the quality system and follow all documented quality procedures and instructions


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.

Person Specification


  • Should be well presented in line with working in a corporate environment.
  • Good standard of general education, Maths and English Language GCSE as standard.
  • Evidence of experience in the following areas;
    • Experience of working in a general insurance claims environment, including call handling duties.
    • Excellent telephone manner.
  • PC literate, e.g. Word, Excel, Outlook.
  • Numerate.
  • 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 a quality focus.
  • Flexible and adaptable to chaging situations.
  • Team player.
  • Ability to prioritise multiple tasks and work under strict timescales / under pressure.
  • Self motivated and enthusiastic.
  • Strong organisational and interpersonal skills.


  • Good worldwide geographical knowledge.
  • Experience of working in a travel claims environment.





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