Senior Travel Claims Handler

OverviewRostella is based in the heart of Cardiff and provides quality car insurance services to Hedgehog in the UK, and travel insurance services to 1Cover in Australia. This means we provide a range of functions including customer service, claims handling, underwriting, pricing and other car insurance related functions. We are 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 Senior 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. As a senior you will work closely with the team leader, offering operational and technical support to the claims function and business needs.Rostella provides services to both Hedgehog and 1Cover with both companies looking to grow their businesses. We have an exciting opportunity for a Senior 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 alongside providing feedback, assisting with Audits and Monthly reporting.ResponsibilitiesReviewing and processing complex travel insurance claims and complaints, ensuring accuracy and adherence to policy terms, and industry regulations.Proactively addressing any team training needs and encourage continuous learningCarrying out quality checks and providing positive and constructive feedbackSupport the Claims Team Leader with day to day departmental activityA role model and champion for identifying and implementing process change opportunitiesContribute positively to team meetings and “one to one” performance / development discussionsPro-active case load managementNegotiating settlement of claims and processing payments within agreed threshold limitsActively seek and provide input that may lead to improved operational processes within the claims areaEnsure quality, service standards and productivity levels are maintained to a high standard and in line with the company’s expectationsBe conversant with the business’ compliance procedures and risks to ensure compliance with all regulatory and legislative requirementsYour skillset and experienceAt least 12 months experience working in a travel insurance claims environment (Essential)Effectively able to coach and develop othersStrong communicator with an ability to build relationships with customers, third parties and suppliersSelf-motivated & able to work within a team frameworkAbility to meet daily and weekly deadlinesProviding exceptional service to our customersWhat can we do for you?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 £27,000 – depending on experienceAnnual salary reviews33 days annual leave (25 days + 8 bank holidays) increasing to 34 days with length of serviceOption to buy or sell up to 5 days holiday per yearA great central Cardiff working location with opportunities for hybrid workingA constantly evolving approach to work. We understand the benefits of homeworking, and we also love working with our colleagues in the office.Nest Pension schemeRefer a friend schemeDiscounted Gym MembershipCycle to Work schemeDedicated Employee Assistance ProgrammeTechnology DiscountsOptional Healthcare Cash PlanOptional Denplan Dental InsuranceWe supply equipment, so that our employees can work comfortably from home and in the officeWe encourage and support our staff in professional training and qualifications, allowing our employees to take control of their own careersGroup social events (optional) #J-18808-Ljbffr