Senior Claims Handler

Senior Travel Claims Handler (Large Loss)

Full-time
• Cardiff (Hybrid)

A growing, data-driven insurance services organisation based in central Cardiff is expanding its travel claims function. The business supports international insurance partners across customer service, claims handling, underwriting, pricing and operational excellence. With a strong focus on innovation, continuous improvement and delivering an industry-leading customer experience, the company is now looking for an experienced Senior Travel Claims Handler to help shape outcomes for customers during their most challenging travel moments.

You’ll play a key role in handling complex, high-value and large loss travel insurance claims, including medical emergencies, repatriation cases and major travel disruptions. Working closely with internal specialists and external partners, you’ll provide empathetic, expert guidance while ensuring every claim is managed thoroughly, fairly and efficiently.

The team operates a hybrid working model, typically 2–3 days per week in the Cardiff office.

• Review, assess and process complex or high-value travel insurance claims and complaints in line with policy wording and regulatory standards
• Manage your caseload proactively, ensuring timely progression and excellent documentation
• Lead on negotiation and settlement of claims within your delegated authority
• Maintain high-quality service standards, productivity and compliance across all claim activity
• Support the Technical Claims Manager in driving improved customer outcomes
• Act as a role model within the team, championing continuous improvement and best practice
• Build strong relationships with customers, suppliers and third-party providers
• Contribute effectively to team meetings and development discussions

• Minimum 2 years’ experience in travel insurance claims, with exposure to complex, major or large loss cases
• Strong technical understanding of claims processes and policy interpretation
• Exceptional written and verbal communication skills with a compassionate approach
• Confident in handling Emergency Medical Assistance or repatriation cases
• High attention to detail and accuracy in all documentation
• Strong analytical and problem-solving skills
• Ability to work to daily and weekly deadlines while managing multiple priorities
• Skilled at influencing and building rapport with customers and senior stakeholders

• Salary from £30,000
  , depending on experience
• Annual salary reviews
• 33 days annual leave (increasing with service), plus the ability to buy or sell holiday
• Hybrid working with a modern Cardiff city centre office
• Pension scheme
• Discounted gym membership, Cycle to Work scheme, technology discounts
• Employee Assistance Programme
• Optional healthcare cash plan and dental cover
• All equipment provided for both office and home working
• Professional development support, including training and qualifications
• Optional social events and team activities