Senior Claims Handler

Overview

Rostella is based in the heart of Cardiff and provides quality car insurance services to Hedgehog in the UK, and 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 are 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.

The key focus of a Senior Travel Claims Handler is to provide a high level of claims management service to customers travelling domestically or overseas. Investigating, assessing and settling travel insurance claims, ensuring a prompt and fair resolution, whilst maintaining a hybrid working model. As a senior you will work closely with the team leader, offering operational and technical support to the claims function and business needs.

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. You will proactively manage an allocation of travel insurance claims from the initial report to closure alongside providing feedback, assisting with Audits and Monthly reporting.

• Reviewing and processing complex travel insurance claims and complaints, ensuring accuracy and adherence to policy terms, and industry regulations.
• Proactively addressing any team training needs and encourage continuous learning
• Carrying out quality checks and providing positive and constructive feedback
• Support the Claims Team Leader with day to day departmental activity
• A role model and champion for identifying and implementing process change opportunities
• 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 threshold limits
• Actively seek and provide input that may lead to improved operational processes within the claims area
• 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

• At least 12 months experience working in a travel insurance claims environment (Essential)
• Effectively able to coach and develop others
• Strong communicator with an ability to build relationships with customers, third parties and suppliers
• Self-motivated & able to work within a team framework
• Ability to meet daily and weekly deadlines
• Providing exceptional service to our customers

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 £27,000 – 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)