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About the Role

Join our thriving Accident & Travel team and take ownership of complex, high-value travel insurance claims. You will support customers during medical emergencies, influence claims strategy, and improve customer outcomes. This role involves working with medical assistance providers, influencing operational improvements, contributing to complaint resolution, and collaborating with various internal teams to shape the future of our travel proposition.

Responsibilities

Manage and negotiate complex, high-value travel and medical assistance claims across Retail and Commercial portfolios.
Review claims and medical assistance cases handled by third-party providers that exceed their delegated authority.
Authorise urgent medical treatment, emergency repatriations, and air ambulance requests.
Make fair and informed decisions in line with policy terms, Zurich’s Claims philosophy, FCA Consumer Duty requirements, and the Consumer Insurance (Disclosure and Representations) Act 2012 (CIDRA).
Support complaint investigations and collaborate with partners to enhance customer outcomes.
Identify opportunities to improve claims processes, service delivery, and operational performance.
Share valuable claims insights with colleagues across the wider business.
Build strong relationships with internal teams, medical assistance providers, and external stakeholders.
Stay informed on industry developments and best practices in travel claims and patient repatriation.
Foster a positive, collaborative, and supportive team culture.

Requirements

Strong experience in travel insurance claims and/or medical assistance.
Experience handling complex cases and delivering excellent customer outcomes.
Experience in medical assistance and repatriation claims.
Knowledge of cost containment and supplier management.
Experience with large loss or complex travel claims.
Experience applying CIDRA and policy coverage assessments.
Experience with recoveries and investigations involving third parties.
Experience in complaint handling and customer resolution.
Ability to manage multiple priorities in a fast-paced environment.
Excellent communication, negotiation, and relationship-building skills.
Strong analytical and decision-making ability.
A continuous improvement mindset.
Confidence working with data and claims performance information.
Flexibility to participate in an out-of-hours support rota for medical assistance cases.
Experience within Corporate Travel, Personal Accident, or wider General Insurance environments is advantageous.
Relevant insurance qualifications or progress towards them is advantageous.

Skills

Travel insurance claims
Medical assistance
Claims negotiation
Customer service
Claims strategy
Operational improvement
Complaint resolution
Cost containment
Supplier management
Large loss claims
Complex travel claims
CIDRA application
Policy coverage assessment
Recoveries
Third-party investigations
Communication
Negotiation
Relationship-building
Analytical skills
Decision-making
Continuous improvement
Data analysis
Claims performance analysis

Location

UK, Flexible

Work Type

Part-time
Job-share
Full-time
Flexible working
Hybrid working

Experience Level

Senior

Benefits

12% defined non-contributory pension scheme
Annual company bonus
Private medical insurance
Option to buy up to an additional 20 days holiday
Option to sell holiday
Flexible working arrangements

About the Company

At Zurich, we aspire to be one of the most responsible and impactful businesses in the world, creating a brighter future for our customers, people, and planet.
With over 65,000 employees, Zurich is a strong and stable company with a long-standing presence in the insurance industry.
We are committed to sustainable impact, caring for employee wellbeing, utilizing diverse expertise, and developing future skills.
Zurich offers a dynamic and challenging environment where creativity, ideas, and contributions are recognized and rewarded.
Our strength comes from the diverse experiences, perspectives, and talents of our people, aiming to create a workplace where every employee can flourish, feel valued, heard, and respected.
Over a quarter of our employees are members of inclusion communities (Employee Resource Groups).
We have received numerous industry awards recognizing our diversity and inclusion policies and initiatives.
We prioritize employee wellbeing (physical, mental, social, financial) and provide practical advice and lifestyle support.
We actively support employees in community volunteering and charitable activities through Zurich Community Trust, which has supported causes across the UK with over £100 million in funding and volunteered time.

Equal Opportunity

We are committed to treating all applicants fairly and with respect, irrespective of their actual or assumed background, sexual orientation, disability, or any other protected characteristic.
As an inclusive employer, we ensure all candidates feel comfortable and can perform at their best during the interview.
Candidates will have the opportunity to request any reasonable adjustment or practical support needed during the application process.