Senior Travel Claims Handler

23 hours ago

Cardiff, United Kingdom CPS Group (UK) Limited Full time

Senior Travel Claims Handler (Large Loss)

Full-time * Cardiff (Hybrid)

About the Company

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.

Key Responsibilities

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

Your Skillset & Experience

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

What's in It for You?

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

By applying to this advert you are giving CPS Group (UK) Ltd authority to hold and process your data for this specific role and any other roles we may deem suitable to you over time. We will not pass your data to any third party without your verbal or written permission to do so. All incoming and outgoing calls are recorded for training and compliance purposes. CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy. Our new privacy policy can be found here (url removed)

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