Travel Insurance Claims & Service Advisor | Cape Town (Must be fluent in German)
Are you a proactive, highly detailed professional with a passion for customer service and a background in insurance claims? Ready to join a global company dedicated to enhancing customer relationships?
A leading Global Financial Services Group, known for enhancing travel experiences and providing specialised insurance solutions (managing products like Priority Pass and Columbus Insurance ), is seeking a dedicated Travel Insurance Claims & Service Advisor to join their team.
This is a multi-faceted role where you will manage the full claims process, provide expert policy advice, and handle inbound sales—all while adhering to strict regulatory standards like Treating Customers Fairly (TCF).
Responsibilities:
Claims Processing & Assessment:
- Assess and process claims in accordance with policy wording, insurer guidelines, and industry best practices.
- This includes reviewing documents and processing accurate and timely claim payments.
Customer & Policy Expert:
- Deal with inbound calls, emails, and conversational claims, providing efficient, friendly contact.
- You will provide accurate verbal and written advice on policy coverage, claims decisions, mid-term adjustments, and customer support.
Quality & Compliance:
- Ensure all responses are prompt and professional, meeting agreed timeframes (e.g., 24 hours for emails, excluding weekends).
- You will identify and manage customer complaints, recognize vulnerable customers, and ensure adherence to FCA regulatory requirements.
Sales & Fraud Management:
- Manage inbound Travel Insurance sales calls and mid-term adjustments, ensuring quality and conversion targets are met.
- You will also identify and escalate potential fraud cases.
Experience:
- Minimum of 1 year in insurance claims, with specific knowledge of key travel insurance products.
- Experience in claim validation with attention to detail.
- Experience with the Gotrex claims system or similar platforms is beneficial.
Qualification:
- Matric (or equivalent qualification).
Regulatory Knowledge:
- Understanding of FCA regulations and the Treating Customers Fairly (TCF) framework.
Communication:
- Strong written and verbal communication skills in English, with a confident and professional telephone manner.
