Zurich Canada is seeking a Senior Claims Technician to take on the largest and most complex travel insurance claims. In this role, you will be instrumental in complaint resolution, supplier management, and working with stakeholders to enhance the overall customer proposition.
What You'll Do
- Review claims and medical assistance cases over our TPA’s delegated authority, including authorizing air ambulance requests and urgent medical treatment.
- Handle and negotiate complex or large value claims across Retail and Commercial portfolios.
- Make decisions under the terms of the Consumer Insurance (Disclosure and Representation) Act 2012 and based on policy terms, Zurich’s Claims philosophy, and the FCA’s Consumer Duty.
- Assist the Customer Care team in reviewing complaints and providing feedback to our TPAs.
- Assist in developing strategy and best possible customer outcomes.
- Evaluate claims handling processes and systems to identify opportunities for improvements for both our TPAs and in-house claim teams.
- Share claim insights and support our wider business functions such as Underwriting, Sales & Distribution, and Actuarial.
- Remain up to date on industry best practice and any changes in rules around patient repatriation.
- Develop and maintain relationships with internal and external stakeholders.
- Contribute to a positive and supportive team culture.
- Take action to manage own personal development and encourage others to do the same.
What We're Looking For
- Proven retail travel claims and/or medical assistance experience.
- Experience with Medical Repatriations and knowledge of cost containment procedures.
- Experience applying CIDRA (Consumer Insurance (Disclosure and Representations) Act 2012).
- Experience identifying and/or investigating recoveries against at-fault parties.
- Comfortable handling large and complex losses.
- Able to offer out-of-hours phone support, on a rotational basis, to our medical assistance providers.
- Ability to handle requests from various stakeholders and effectively prioritise tasks.
Nice to Have
- Exposure to Corporate Business and Personal Accident Insurance.
- Insurance industry relevant qualifications and/or evidence of working towards them.
- Strong communication, relationship management, and effective negotiation skills to deliver exceptional customer service.
- Experience of complaints management.
- Continuous Improvement mindset.
- Strong IT skills, with the ability to analyse performance data.
- Experience of managing varying workloads and pressure.
Team & Environment
You will be part of the Claims function, which is the largest department in the UK General Insurance business.
Benefits & Compensation
- 12% defined non-contributory pension scheme.
- Annual company bonus.
- Private medical insurance.
- Option to buy up to an additional 20 days or sell some of your holiday.
Work Mode
This role offers a hybrid work arrangement and is based in the UK.
Zurich Canada is an equal opportunity employer.
