Customer Service​/Claims Handler

Travel Claims Handler

CARDIFF (hybrid working)

Permanent, full time

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.

The key focus of a 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.

Rostella provides services to both Hedgehog and 1

Cover, with both companies looking to grow their businesses. We have an exciting opportunity for a 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.

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.

• Assessing indemnity, liability and quantum on travel claims
• Identification and referral of fraud indicators and recovery opportunities
• Support the Claims Team Leader with day to day departmental activity
• Pro‑active case load management
• Negotiating settlement of claims
• Providing exceptional service to our customers
• 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 expectations
• Be conversant with the business compliance procedures and risks to ensure compliance with all regulatory and legislative requirements

• Experience working in a travel insurance claims environment (preferable but not essential)
• Strong communicator with an ability to build relationships with customers, third parties and suppliers
• Ability to interpret data to identify trends to inform action
• Self‑motivated & able to work within a team framework
• Ability to meet daily and weekly deadlines

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 £23,920 – depending on experience
• Annual salary reviews
• 33 days annual leave (25 days + 8 bank holidays) increasing to 34 days with length of service
• 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
• 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
• Refer a friend scheme
• Group social events (optional)