Claims Customer Service Specialist - Travel Insurance

battleface; Oregon; Hybrid; USD 42,000 - 56,000; Full time

Job summary

battleface is seeking a Claims Customer Service Specialist to help travelers navigate insurance benefits and claims from a remote setting. You’ll answer questions about coverage, assist with claim filing, and provide status updates while coordinating with Claims Adjusters.

Strong travel insurance knowledge, clear communication, and a customer-first mindset are essential. Ideal candidates bring 2+ years in travel insurance claims customer service or claims administration, excel in handling

Qualifications

• Minimum 2 years in travel insurance claims customer service or claims administration
• Clear understanding of travel insurance benefits, policy terms, and claims processes
• Experience handling calls about claims status, coverage questions, and submissions
• Ability to explain coverage and claims procedures in simple language
• Excellent written and verbal English communication
• Empathy, patience, and a customer-first mindset
• Strong organization, detail orientation, and multi-inquiry management
• Comfort with claims systems, CS platforms, and new technology
• Remote work capability and ability to collaborate with a global team
• Based in North America with availability for NA hours

Responsibilities

• Handle inbound and outbound calls, emails, and inquiries related to travel insurance claims
• Provide timely updates on claim status, timelines, documentation, and next steps
• Explain benefits, coverage limits, exclusions, and deductibles
• Guide customers through the claims submission process and required documentation
• Coordinate with Claims Adjusters to address inquiries and resolve issues
• Assist with questions on claim decisions, reimbursements, and payment status
• Follow up on outstanding inquiries to ensure timely responses

Skills

Customer service

Travel insurance

English communication

Remote work

North America hours

Spanish or French (adv)

Job description

About us

about us: battleface is building a humanity-focused travel insurance company to bring people and the world together. For too long, travel insurance has centered on the company and not the traveler. We’re changing that by connecting people with customized coverage at the right price, exactly when and where they need it.

Our global assistance arm, Robin Assist, powers the 24/7 support, medical coordination, and claims services that travelers rely on – not just for battleface, but across the industry. Together, we’re setting new standards for how travelers are cared for worldwide.

About the role

We're looking for a Claims Customer Service Specialist to help us in our mission. If you love helping people, understand travel insurance, and believe that filing a claim shouldn't be complicated, we'd love to hear from you.

This role is all about helping travelers navigate their insurance benefits and claims experience. You'll be the person customers turn to when they have questions about their coverage, need help filing a claim, or want to know where their claim stands.

We're looking for someone who brings practical travel insurance knowledge, communicates clearly, and takes ownership of customer inquiries. This position is for team players who embrace flexibility, innovation, and technology, and want to work from home as part of a global team.

Specifically, you will

• 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

  What you bring

  • 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
  • Ability to work independently in a remote environment while collaborating with a global team
  • Based in North America, with availability to work scheduled North American hours
  • Experience with US or Canadian travel insurance products is a plus
  • Additional language skills, particularly Spanish or French, are an advantage

  Your focus on impact

  • You believe that every customer deserves clear answers, timely updates, and a positive claims experience
  • You take ownership of customer inquiries and follow through to resolution
  • You understand that behind every claim is a person who may be dealing with an unexpected and stressful situation
  • You aim to surpass continually evolving and meaningful goals
  • You set intentional goals geared toward moving the needle for the business and our customers
  • You build relationships that fuel our mission of creating a humanity-focused travel insurance company to bring people and the world together

  You’ll join a team that

  • Operates at the intersection of insurance, travel, and technology, helping reshape an entire industry
  • Values flexibility. We're a remote-first company that trusts you to work where you work best
  • Encourages growth and innovation, giving you room to stretch your skills and build new ones
  • Cares deeply about people-first culture – supporting not just travelers, but also our team with collaboration, respect, and trust
  • Offers meaningful impact – your work directly helps travelers navigate unexpected situations and get the answers they need
  • Provides competitive benefits that support your wellbeing and work-life balance