K2 Insurance Services

Customer Support

• Answer incoming phone calls, emails, and voicemails from customers, travel advisors, and business partners
• Provide accurate information regarding travel insurance products, coverage, and policy benefits
• Assist customers with policy purchases, changes, cancellations, and refund requests
• Guide customers through the claims process and assist with opening new claims
• Answer questions regarding claim forms and required supporting documentation
• Monitor and communicate claim status updates to customers
• Process special policy issuances for key partners and accounts
• Research and resolve customer inquiries in a professional and timely manner
• Escalate complex customer concerns or complaints to management when appropriate
• Accurately document customer interactions and maintain records in company systems
• Meet quality, productivity, and customer service standards established by the company
• Work collaboratively with team members and other departments to ensure an excellent customer experience
• Participate in training and professional development opportunities
• Perform other duties and special projects as assigned
• Cover weekend shifts or extended hours as business needs require

Customer Service Agent