Case Manager - Travel Assistance

Location:

Uxbridge, Middlesex, United Kingdom

Job Category:
Call Centre and Customer Service

Where will your career take you next?

Let’sfind out together.

At Zurich Cover-More,we’reproud to be one of the world’s leading travel insurance andassistanceproviders. Each year, weprotect more than
20 milliontravellersworldwide, making surewe’rethereevery step of theirjourneywithproactive care, personalisedcoverand specialist support.

Zurich Cover-More partnerswithmany of the world’s best-known brands– think major airlines, travel giants, top banks, credit card providers, andlargeretailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More istheglobaltravelbrandof

Zurich Insurance Group, one of the world’s leading multi-line insurers. Our familyof customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together,we’reredefining what it means to travelsafelyandwith confidence. Whetherit’sa long-awaited holiday, a last-minute business trip, or an unexpected detour, wedeliver in the moments that matter.

This role is part of World Travel Protection, our global medical and securityassistancebusiness supporting many of Zurich Cover-More’stravel insurance brands. We support both corporate and leisure travellers – helping them avoid risks before they escalation and connecting them with the right experts when emergencies arise. With deepexpertisein global travel risk management,we’retrusted by travellers, corporate risk managers, and organisations worldwide to prepare for potential threats and respond when it matters most.

Operating 24/7 from our globalassistancecentres,we’realways ready to answer the call – wherever in the world it comes from.

The start date for this role is 16th November
2026.

Whatyou’llbe doing:

Our Travel Assistance Case Managers are responsible for providing our customers with the after care and logistical problem-solving support they need when something goes wrong in their travels. High-performing, empathetic and multilingual, our Case Managers are great at what they do: bringing travellers home safely orhelping them continue onwith their travels as needed. Driven and focused, they build strong relationships and deliver accurate, on-time service in high-stakes situations.

• You’llbe taking calls from travellers when they get into emergency situations while travelling – whether lost baggage or a medical emergency,you’llbe there to help solve their problem
• You’llbe focussed on providinga great experience every time – whether for the traveller, familymemberor provider
• You’lluse your critical thinking and problem-solving skills toprovidetailored advice to real-world problems
• You’llprovide emotional support and reassurance to travellers in distress,maintaininga calm and empathetic demeanour throughout each call and case
• You’llwork with our team tolocatethe nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist, or allied health professional for medical and/or security emergencies
• You’llfacilitatethe payment and guarantee of facility and any required vendor bills
• You’llhelp travellers understand the services we are there to support them with

What skills and experience you’llbring on this journey:

We are looking for team members who have a genuine desire to help people and save lives. We need our Case Managers to be resilient,empathetic and think critically – ifyou’rewilling to learn, we will teach you everything you need to know.

• You’llhave great interpersonal skills and know how to look aftertravellersand respond with empathy
• You’llhave strong problem solving and decision-making…