Travel Insurance Claims & Service Advisor | Cape Town (Must be fluent in German)

The Recruitment Council; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading Global Financial Services Group is seeking a dedicated Travel Insurance Claims & Service Advisor in Cape Town. The role involves managing the full claims process, providing expert policy advice, and handling inbound sales while adhering to regulatory standards. Candidates should have a minimum of 1 year in insurance claims and a strong understanding of FCA regulations. This position offers a dynamic work environment focused on customer service excellence.

Qualifications

• Minimum of 1 year in insurance claims, specifically in travel insurance.
• Experience in claim validation with attention to detail.
• Strong understanding of FCA regulations and the Treating Customers Fairly (TCF) framework.

Responsibilities

• Manage the full claims process, providing expert policy advice.
• Handle inbound calls and emails, ensuring efficient customer contact.
• Process claims according to policy wording and guidelines.
• Identify and manage customer complaints adhering to regulations.
• Manage inbound travel insurance sales calls effectively.

Skills

Customer service orientation

Attention to detail

Knowledge of insurance claims

Strong communication skills

Education

Matric (or equivalent qualification)

Tools

Gotrex claims system

Job description

Overview

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.

Responsibilities

• 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).
• 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 elevate 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.