Travel Insurance Claims Handler

Overview

Rostella is based in Cardiff and provides services to both Hedgehog and 1

Cover, with both companies looking to grow their businesses. 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.

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.

This is a fantastic opportunity to work with colleagues in our sister company, 1

Cover Travel Insurance, who have recently been included in the top 50 list of The Australian Best Places to Work 2025. You ll be part of a truly international team, contributing to exciting cross-border projects that support customers around the world. Whether you re helping resolve claims from overseas travellers or supporting process improvements across regions, you ll gain global exposure and play a vital role in shaping the future of international travel insurance.

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.

• 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’s 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
• 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

• Salary from £24,500 – 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)