Senior Travel Claims Technician in London

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

Location: UK, Flexible/Remote working

The opportunity

Are you an experienced travel claims professional looking for a role where your expertise genuinely makes a difference? Join our thriving Accident & Travel team and take ownership of some of the most complex and high-value travel insurance claims in the market. From supporting customers during medical emergencies overseas to influencing claims strategy and improving customer outcomes, this is an opportunity to play a key role in a growing and successful business.

This isn't just a claims handling role. You'll work alongside medical assistance providers, influence operational improvements, contribute to complaint resolution, and collaborate with colleagues across Underwriting, Sales, Distribution and Actuarial teams to help shape the future of our travel proposition. If you enjoy solving complex problems, making sound commercial decisions, and delivering exceptional customer experiences, we'd love to hear from you.

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?

• Manage and negotiate complex, high-value travel and medical assistance claims across both Retail and Commercial portfolios.
• Review claims and medical assistance cases handled by our third-party providers that sit above their delegated authority.
• Authorise urgent medical treatment, emergency repatriations and air ambulance requests.
• Make fair and informed decisions in line with policy terms, Zurich’s Claims philosophy, FCA Consumer Duty requirements and the Consumer Insurance (Disclosure and Representations) Act 2012 (CIDRA).
• Support complaint investigations and work with partners to improve customer outcomes.
• Identify opportunities to enhance claims processes, service delivery and operational performance.
• Share valuable claims insights with colleagues across the wider business.
• Build strong relationships with internal teams, medical assistance providers and external stakeholders.
• Stay informed on industry developments and best practice in travel claims and patient repatriation.
• Help foster a positive, collaborative and supportive team culture.

What are we looking for?

We're looking for someone with strong experience in travel insurance claims and/or medical assistance who enjoys handling complex cases and delivering excellent customer outcomes.

You'll ideally have experience in:

• Medical assistance and repatriation claims.
• Knowledge of cost containment and supplier management.
• Large loss or complex travel claims.
• Applying CIDRA and policy coverage assessments.
• Recoveries and investigations involving third parties.
• Complaint handling and customer resolution.
• Managing multiple priorities in a fast-paced environment.

You'll also bring:

• Excellent communication, negotiation and relationship-building skills.
• Strong analytical and decision-making ability.
• A continuous improvement mindset.
• Confidence working with data and claims performance information.
• The flexibility to participate in an out-of-hours support rota for medical assistance cases.

Experience within Corporate Travel, Personal Accident or wider General Insurance environments would be advantageous, as would relevant insurance qualifications or progress towards them.

Why Join Us?

• Be part of a highly successful and growing Accident & Travel business.
• Work on challenging and rewarding international claims that have a real impact on customers.
• Influence claims strategy, customer outcomes and service improvements.
• Collaborate with a wide range of stakeholders across the business.
• Access ongoing development and career progression opportunities.
• Benefit from a genuinely flexible working approach, including hybrid working options.

We're committed to creating an inclusive workplace where talented people can thrive. Flexible working arrangements, including part-time hours, job shares, compressed hours and hybrid working, will all be considered. If you're ready to take the next step in your travel claims career and join a business where your expertise will be valued, we'd love to hear from you.

What will you get in return?

Everyone’s different. That’s why at Zurich; we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday.

Follow the link for more information about our benefits - Employee benefits | Working at Zurich Insurance UK

Who we are:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world. Together, we’re creating a brighter future for our customers, our people and our planet. With over 65,000 employees, you’ll feel the support of being part of a strong and stable company that is 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 where your creativity, ideas and contributions are recognised and rewarded, Zurich could be just the place for you. Be part of something great.

Our Culture:

At Zurich, our strength comes from the diverse experiences, perspectives and talents of our people. Our goal is to create a workplace where every employee can flourish and where everyone feels valued, heard and respected.

Over a quarter of our employees are members of at least one of our inclusion communities (Employee Resource Groups), with groups focused on areas such as social mobility and cultural awareness. We’re proud to have received numerous industry awards recognising our diversity and inclusion policies and initiatives.

We’ve created an environment that places 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 practical advice and access to a wide range of lifestyle support, alongside opportunities to learn, grow and develop the skills needed for the future.

We actively support our employees to give back to their communities through volunteering and charitable activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. Together, we’ve supported causes across the UK through grants and volunteering, contributing over £100 million in funding and volunteered time.

Your application:

We’re committed to treating all applicants fairly and with respect, irrespective of their actual or assumed background, sexual orientation, disability or any other protected characteristic. As an inclusive employer we also want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.

We’d love it if you could submit your application online. If you require an alternative method of applying, please send an email to recruitment@uk.zurich.com

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