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Claims Customer Service Specialist – Travel Insurance
battleface. Handle inbound and outbound customer calls, emails, and inquiries related to travel insurance claims .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in travel insurance claims processes, including customer communication, claims management systems, and policy terminology. Possesses strong organizational skills and the ability to handle multiple inquiries while providing exceptional customer service.
Highest-signal resume keywords
Travel Insurance Claims ExperienceClaims Management Systems ProficiencyExcellent English Communication SkillsCustomer Service OrientationOrganizational Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Claims ProcessingInsurance Policy TerminologyClaims Submission GuidanceDocumentation ReviewClaims Status UpdatesCustomer Inquiry ResolutionClaims AdministrationTravel Insurance Benefits UnderstandingTrip Cancellation KnowledgeEmergency Medical Expenses Knowledge
Soft Skills
PatienceEmpathyCustomer-First MindsetAttention to DetailConfidence in Difficult Conversations
Tools & Technologies
Claims Management SystemsCustomer Service PlatformsRemote Collaboration Tools
Industry Keywords
Travel InsuranceClaims AdministrationInsurance Claims Customer ServiceUS Travel Insurance ProductsCanadian Travel Insurance Products
About the role
Key responsibilities & impact- Handle inbound and outbound customer calls, emails, and inquiries related to travel insurance claims
- Provide timely and accurate updates on claim status, processing timelines, outstanding documentation, and next steps
- Help customers understand travel insurance benefits, coverage limits, exclusions, and deductibles
- Guide travelers through the claims submission process, including required documentation and how to file a claim
- Answer questions about trip cancellation and interruption, trip delay and missed connection, emergency medical expenses, baggage loss and delay, and other travel-related benefits
- Review claim records and coordinate with Claims Adjusters to provide accurate information and resolve customer inquiries
- Assist customers with questions about claim decisions, reimbursements, and payment status
- Follow up on outstanding inquiries and help ensure customers receive timely responses
- Identify and escalate complex claims questions, complaints, and urgent matters
- Document customer interactions, actions taken, and next steps in claims management systems
- Collaborate with global Claims, Medical, and Assistance teams
- Identify opportunities to improve claims processes, customer communications, and service experience
Requirements
What you’ll need- Minimum 2 years of experience in travel insurance, insurance claims customer service, or claims administration
- Strong understanding of travel insurance benefits, policy terminology, and claims processes
- Experience handling customer calls related to claims status, coverage questions, and claims submissions
- Ability to explain insurance coverage and claims procedures in clear, simple language
- Excellent written and verbal English communication skills
- Patience, empathy, and a customer-first mindset
- Strong organizational skills and attention to detail
- Ability to manage multiple inquiries
- Confidence handling difficult conversations and resolving customer concerns professionally
- Comfortable working with claims management systems, customer service platforms, and new technologies
- Ability to work independently in a remote environment while collaborating with a global team
- Based in North America, with availability to work scheduled North American hours
- Experience with US or Canadian travel insurance products is a plus
- Additional language skills, particularly Spanish or French, are an advantage
Benefits
Comp & perks- Remote-first company with flexibility to work where you work best
- Growth and innovation opportunities
- Room to stretch skills and build new ones
- People-first culture with collaboration, respect, and trust
- Meaningful work directly helping travelers
- Competitive benefits supporting wellbeing and work-life balance