Senior Claims Handler; Loss

Position: Senior Travel Claims Handler (Large Loss)

The Company

Rostella is based in the heart of Cardiff and provides quality car insurance services to car insurance provider Hedgehog in the UK, and more recently travel insurance services to 1

Cover in Australia. This means we provide a range of functions including customer service, claims handling, underwriting, pricing and other car insurance related functions. We're a data-driven, agile company where everyone is expected to come up with ideas and help implement them to continually improve what we do and how we do it. Our aim is to create and maintain an industry-leading customer experience.

Rostella provides services to both Hedgehog and 1

Cover with both companies looking to grow their businesses. We have an exciting opportunity for a Senior Travel Claims Handler to join us and directly influence our customer experience in claims.

In this role, you’ll manage complex and high-value travel insurance claims, including medical emergencies, repatriation, and significant travel disruptions. You’ll coordinate with internal and external stakeholders, providing compassionate support to customers during critical moments, and ensuring claims are handled with empathy, efficiency, and expertise.

About 1

Cover Group

Founded in 2003, the1

Cover Group is Australia and New Zealand’s leading specialist travel insurer, trusted by over 2 million travellers. With more than two decades of experience, 1

Cover pioneered the online travel insurance market and continues to deliver award‑winning, customer-centric policies, across domestic and international travel.

While the office is based in Cardiff, we currently have a hybrid working model in place, working 2/3 days in the office and the other days working remotely.

Key responsibilities include:

• Reviewing and processing complex travel insurance claims and complaints, ensuring accuracy and adherence to policy terms, and industry regulations
• Contribute positively to team meetings and “one to one” performance / development discussions
• Pro‑active case load management
• Negotiating settlement of claims and processing payments within agreed authorities
• Ensure quality, service standards and productivity levels are maintained to a high standard and in line with the company’s expectations
• Be conversant with the business’ compliance procedures and risks to ensure compliance with all regulatory and legislative requirements
• Work alongside the Technical Claims Manager to ensure delivery of positive claim outcomes
• A role model and champion for identifying and implementing improvement

Your skillset and experience:

• At least 2 years’ experience in travel insurance claims, ideally with exposure to major loss or complex cases
• Empathetic, technically excellent, and persuasive written and verbal communication skills
• Strong analytical and problem-solving skills
• High attention to detail and accuracy in documentation
• A customer‑first mindset with a commitment to delivering outstanding service
• Experience in dealing with Emergency Medical Cases
• Strong communicator with an ability to build relationships with customers, third parties and suppliers
• Ability to meet daily and weekly deadlines
• Excellent interpersonal skills with the ability to influence and persuade senior stakeholders

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

• Salary from £30,000 – depending on experience
• Annual salary reviews
• 33 days annual leave (25 days + 8 bank holidays) increasing to 34 days with length of service
• Option to buy or sell up to 5 days holiday per year
• A great central Cardiff working location with opportunities for hybrid working
• A constantly evolving approach to work. We understand the benefits of homeworking, and we also love working with our colleagues in the office.
• Nest Pension scheme
• Refer a friend scheme
• Discounted Gym Membership
• Cycle to Work scheme
• Dedicated Employee Assistance Programme
• Technology Discounts
• Optional Healthcare Cash Plan
• Optional Denplan Dental Insurance
• We supply equipment, so that our employees can work comfortably from home and in the office
• We encourage and support our staff in professional training and qualifications, allowing our employees to take control of their own careers
• Group social events (optional)

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