Senior Claims Technician - Accident & Travel Claims

Working Hours: This role is available on a part-time, job-share, or full-time basis

Location: UK, we’re flexible!

Salary: Flexible depending on previous Travel Claims experience

Closing date: 5th March 2025

The opportunity:

Our Accident & Travel business has excelled in recent years, affording us an exciting opportunity to grow our team.

Being a Senior Claims Technician, you’ll enjoy supporting peers with technical referrals, assisting on  complaint resolution queries, working alongside our suppliers to enhance our customer experience, and engage with our intermediaries, customers, and wider internal stakeholders to help improve our proposition. This role is perfect for someone who has a passion for propositional enhancements, performance optimisation, and delivering excellent customer service.

Our Claims function is the largest department in our UK General Insurance business and it’s critical in ensuring we provide our customers with a personal, clear, effortless, and collaborative service. Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.

What will you be doing?

As Senior Claims Technician, you will:

• Review claims and medical assistance cases over our TPA’s delegated authority, including authorising air ambulance requests
• Responsible for handling and negotiating complex or large value claims across Retail and Commercial portfolio’s
• Perform retro screenings, where needed, for cases settled on a proportionate remedy basis
• Make decisions based on the policy’s terms and conditions, 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 TPA’s 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

Who are we looking for?

Definitely:

• Extensive travel claims and/or medical assistance experience, including, but not limited to:

              o Medical Repatriations

              o Knowledge of cost containment procedures

              o Applying CIDRA (Consumer Insurance(Disclosure and Representations)) Act 2012

              o Identifying and/or investigating recoveries against at-fault parties

• Complex and large loss management
•  Able to offer 24/7 support on a rota basis to our medical assistance providers

Ideally you will have:

• Exposure to Corporate Business and Personal Accident Insurance
• Insurance industry relevant qualifications and/or evidence of working towards
• 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 pressures

Who we are:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people, and our planet. With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.

We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you. Be part of something great.

Our Culture:

At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs, or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability, or any other protected characteristic.

We’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social, and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.

We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.