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Travel Claims Handler

Full Time
Job Sector:
Administration / Office Work, Customer Service, Financial Services / Insurance, Sales, Medical
South Wales
Salary description:
£16, 450
Start Date:
Global Response Ltd
Job Ref:

Travel Claims Handler


Full Time

Mid Level

International Medical Group provides medical assistance and claims handling services to travel insurance policy holders and corporate clients across the globe.  Our UK-based operations centre provides round the clock medical assistance to policy holders who suffer injury or illness while travelling overseas, and our dedicated claims team handles a huge range of travel claims from lost luggage to pet care.

Join our team as a Claims Handler!  

The Travel Claims team works alongside our 24/7 emergency assistance service and process reimbursement claims from receipt of the claim form and documentation to completion, including investigations, assessments, payments, authorisations, declines, fraud detection and prevention and recoveries. 

Communication methods with clients, customers and third parties include email, fax, post and telephone. 

They process claims in line with the policy terms and conditions, taking into account client and underwriter philosophies, ensuring a smooth, swift and efficient service at all times. 

Why work for IMG?

  • Make a difference every day with the clients that you meet
  • Brand new office with ping pong table and board games!
  • Casual dress code
  • So many snacks!
  • and more!

Duties and Responsibilities

  • To represent the client and IMG in a professional manner at all times. 

  • To take calls passed through from the Claims Administration Team in reference to their own claims. 

  • To make outgoing calls to customers to discuss their claims and aid a swift conclusion, ensuring the highest level of customer service is adhered to at all times. 

  • To assess claims for a multiple of clients within the terms and conditions of the policy, while being mindful of TCF and client / underwriter philosophies, from first receipt of documentation to conclusion. 

  • Adhere to GDPR and ensuring that all claims are accurate and up to date every touch. 

  • Adhere to all internal processes and procedures at all times. 

  • Handling appeals received on claims for other handlers, dependent upon experience. 

  • To work with the Claims Administration Team and 24/7 medical assistance team to ensure a smooth process end to end for the customer. 

  • To report any complaint to Customer Services immediately, while working to resolve within the SRC period. 

  • Providing feedback and assisting in the development of standard operating procedures and protocols. 

  • Further tasks deemed appropriate by your line manager and/or the Management Team. 

Knowledge Skills Abilities (requirements)

  • A high degree of accuracy and attention to detail with excellent numerical skills. 

  • The ability to work well both independently and as part of a team. 

  • The ability to follow processes and efficiently collect data in a friendly and professional manner. 

  • Excellent written and verbal communication skills, as all correspondence is remote and a large number of our insured are not English mother-tongue. 

  • A calm, diplomatic, open and professional approach, with the ability to handle enquiries from all parties, VIPs, insured personnel and underwriters alike. 

  • PC skills with a good knowledge of Microsoft packages, ideally with advanced knowledge of MS Excel, Word and PowerPoint. 

  • Be able to demonstrate exceptional customer service in line with our service expectations and goals. 

Preferred Skills

  • Experience of handling travel, medical, legal expenses, personal liability or personal accident claims 

  • Experience of private medical insurance claims handling also considered 

  • Previous experience of handling travel claims 

  • Previous experience of fraud handling desired 

  • Previous experience of recovery handling a bonus 

  • Language skills desirable but not essential

IMG Global Response is committed to developing and maintaining working environments and practices, which ensure equality of opportunity in both the recruitment and advancement of staff.  Global Response works on behalf of FCA Regulated Companies and will therefore carry out background checks.

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To apply for this role, please submit your details online by clicking here or the Apply Now button below.

Company Description

Global Response is an award-winning leader in travel medical assistance and claims management.

Established in 1998, Global Response has developed best-in-class operations, systems design and structure, cost containment and management, and fraud identification.

Underpinned by an extensive, worldwide agent network, Global Response is truly an international player in the market. With a multilingual customer support team, Global Response is capable of handling cases in any country 24 hours a day, 7 days a week, 365 days a year.

Global Response is an integral subsidiary of International Medical Group® (IMG®), a leader in global benefits and assistance services for more than 25 years.”

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