Travel Insurance Claim Handler

Basic Information

Health Watch S.A. is a dynamic company in healthcare customer services and insurance claim handling, with significant collaborations in Greece and around the world. Our goal is to develop a powerful network of partners; therefore, we can offer high quality health services.
Our company is expanding and is looking for new colleagues who will support our team from the *Travel Insurance Claim Handler *position in the Travel Department.

General Purpose
In this role, the holder of this position will be responsible for handling travel insurance claims. Specifically, the role involves a series of tasks focused on evaluating and processing claims made by policyholders for losses incurred while traveling

Responsibilities

Main Responsibilities & Duties
Providing excellent customer service is a critical part of the job, which includes addressing policyholder concerns, explaining complex insurance terms in understandable language, and ensuring a positive customer experience even in cases where claims are not approved.

• Claim Reception & Documentation Review:The first step involves receiving the claim from the policyholder (ex. trip cancellation, medical emergencies, lost luggage, or travel delays). The claim handler reviews all submitted documents to ensure they are complete and valid.
• Policy Verification & Investigation:The handler verifies the claim against the policy to ensure that the incident is covered, and the policy is active. In some cases, the claim handler may need to conduct a more detailed investigation.
• Assessment & Evaluation: The handler assesses the legitimacy and value of the claim based on the policy terms and the documentation provided.
• Communication:The handler maintains communication with the policyholder, providing updates on the claim status, requesting additional information if necessary, and explaining decisions related to the claim.
• Decision Making: After a thorough evaluation, the claim handler makes a decision to approve, partially approve, or deny the claim based on the policy terms and the evidence provided.
• Payout Processing:If the claim is approved, the claim handler processes the payment to the policyholder.
• Record Keeping:The handler ensures that all documents, communications, and decisions related to the claim are properly recorded and stored for future reference and compliance purposes.
• Fraud Detection:The claim handler is also responsible for detecting and preventing fraudulent claims.

Basic Requirements

• Fluent English and ideally other languages
• Previous working experience in travel claims handling or insurance company or customer service role
• University Diploma or High School Diploma
• Attention to detail
• Critical thinking and problem solving skills
• Strong verbal communication skills along with active listening
• Ability to explain detailed policy concepts in a simple way
• Ability to remain calm in stressful situations
• Computer Literacy & familiarity with CRM systems and practices
• Ability to multi - task, set priorities and manage time effectively
• Ability to work in shifts in a rotate schedule (Monday to Sunday - 6 days)

Furthermore, there will be absolute compliance with the GDPR policies.

**Good to Have