Claims Customer Service Specialist – Travel Insurance

battleface is hiring a Claims Customer Service Specialist to help travelers understand their travel insurance benefits and navigate the claims process. The role handles customer inquiries, provides claim updates, coordinates with claims teams, and supports a clear, timely customer experience.

Responsibilities:

• 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 their 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 common travel insurance benefits, including:
  • Trip Cancellation and Trip Interruption
  • Trip Delay and Missed Connection
  • Emergency Medical Expenses
  • Baggage Loss and Delay
  • 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 to the appropriate teams
• Clearly document customer interactions, actions taken, and next steps in our claims management systems
• Collaborate with our global Claims, Medical, and Assistance teams to deliver a seamless customer experience
• Help identify opportunities to improve our claims processes, customer communications, and overall service experience

Requirements:

• 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
• A genuine love of helping people, with patience, empathy, and a customer-first mindset
• Strong organizational skills, attention to detail, and the 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
• Experience with US or Canadian travel insurance products is a plus
• Additional language skills, particularly Spanish or French, are an advantage