Senior Claims Technician - Accident & Travel

Working hours:

This role is available on a part-time, job-share or full-time basis.

UK, we’re flexible!

Our Accident & Travel business has excelled in recent years, affording you an exciting opportunity to join our team.

Being a Senior Claims Technician, you’ll be responsible for our largest and most complex travel insurance claims, support on complaint resolution queries, work alongside our suppliers to enhance our customer experience, and engage with our intermediaries, customers, and wider internal stakeholders to help improve our proposition. This role is perfect for someone who has a passion for navigating complex claims, propositional enhancements, and delivering excellent customer service.

Our Claims function is the largest department in our UK General Insurance business and it’s critical in ensuring we provide our customers with a personal, clear, effortless, and collaborative service. Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time.

Please talk to us at interview about the flexibility you may need.

• Review claims and medical assistance cases over our TPA’s delegated authority, including authorising air ambulance requests and urgent medical treatment
• Be responsible for handling and negotiating complex or large value claims across Retail and Commercial portfolio’s
• Make decisions under the terms of Consumer Insurance (Disclosure and Representation) Act 2012
• Make decisions based on the policy’s terms and conditions, Zurich’s Claims philosophy and the FCA’s Consumer Duty
• Assist the Customer Care team in reviewing complaints and providing feedback to our TPAs
• Assist in developing strategy and best possible customer outcomes
• Evaluate claims handling processes and systems to identify opportunities for improvements for both our TPA’s and in-house claim teams
• Share claim insights and support our wider business functions such as Underwriting, Sales & Distribution, and Actuarial
• Remain up to date on industry best practice and any changes in rules around patient repatriation
• Develop and maintain relationships with internal and external stakeholders
• Contribute to a positive and supportive team culture
• Take action to manage own personal development and encourage others to do the same

To be successful in the role you will need to have proven retail travel claims and/or medical assistance experience, including, but not limited to:

• Medical Repatriations, knowledge of cost containment procedures
• Applying CIDRA (Consumer Insurance (Disclosure and Representations) Act 2012)
• Identifying and/or investigating recoveries against at-fault parties

You will also need to:

• Be comfortable handling large and complex losses
• Able to offer out-of-hours phone support, on a rotational basis, to our medical assistance providers
• Ability to handle requests from various stakeholders and effectively prioritise tasks

• Exposure to Corporate Business and Personal Accident Insurance
• Insurance industry relevant qualifications and/or evidence of working towards
• Strong communication, relationship management, and effective negotiation skills to deliver exceptional customer service
• Experience of complaints management
• Strong IT skills, with the ability to analyse performance data
• Experience of managing varying workloads and pressure

Everyone’s different. That’s why at Zurich; we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday.

As an inclusive employer we want to ensure that all candidates feel…