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About the Role

Join our thriving Accident & Travel team and take ownership of some of the most complex and high-value travel insurance claims in the market. From supporting customers during medical emergencies overseas to influencing claims strategy and improving customer outcomes, this is an opportunity to play a key role in a growing and successful business. This isn't just a claims handling role. You'll work alongside medical assistance providers, influence operational improvements, contribute to complaint resolution, and collaborate with colleagues across Underwriting, Sales, Distribution and Actuarial teams to help shape the future of our travel proposition.

Responsibilities

Manage and negotiate complex, high-value travel and medical assistance claims across both Retail and Commercial portfolios.
Review claims and medical assistance cases handled by our third‑party providers that sit above 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 work with partners to improve customer outcomes.
Identify opportunities to enhance 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 practice in travel claims and patient repatriation.
Help foster a positive, collaborative and supportive team culture.

Requirements

Strong experience in travel insurance claims and/or medical assistance.
Enjoy 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.
Experience managing 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 would be advantageous.
Relevant insurance qualifications or progress towards them would be advantageous.

Skills

Travel insurance claims
Medical assistance
Complex claims handling
Customer outcomes
Cost containment
Supplier management
Large loss claims
CIDRA application
Policy coverage assessment
Recoveries
Third-party investigations
Complaint handling
Customer resolution
Prioritization
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 some holiday

About the Company

At Zurich we aspire to be one of the most responsible and impactful businesses in the world. Together, we’re creating a brighter future for our customers, our people and our planet.
With over 65,000 employees, you’ll feel the support of being part of a strong and stable company that is a long-standing player in the insurance industry.
We’ve made a promise to each other and every employee: to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.
At Zurich, our strength comes from the diverse experiences, perspectives and talents of our people. Our goal is to create a workplace where every employee can flourish and where everyone feels valued, heard and respected.
Over a quarter of our employees are members of at least one of our inclusion communities (Employee Resource Groups), with groups focused on areas such as social mobility and cultural awareness.
We’ve created an environment that places real importance on our people’s wellbeing from a physical, mental, social and financial perspective.
We actively support our employees to give back to their communities through volunteering and charitable activity. Our charitable arm, Zurich Community Trust, is one of the longest‑established corporate trusts in the UK. Together, we’ve supported causes across the UK through grants and volunteering, contributing over £100 million in funding and volunteered time.

Equal Opportunity

We’re 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 also want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.