About the Company

Cover Genius is a Series E Insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee.

Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized sed with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are Bold, Authentic, Purposeful and Inspired  

Our People are not Perfect, Traditional, Complacent or Cautious

About the Role

As a Digital Commerce Claims Specialist, you will be responsible for investigating and resolving customer claims related to electronics, appliances, furniture, and other retail goods. You will manage claims end to end with a focus on accuracy, fairness, and regulatory compliance while balancing the urgency of high volume retail operations.

Success in this role requires an investigative mindset, strong attention to detail, and a customer-first focus. You will assess documentation including purchase records, repair estimates, service reports, photos, and customer statements, determine liability, and decide the most efficient path to resolution including repair, replacement, or reimbursement. 

Experience with repair networks is a plus, as many claims may involve coordinating with service providers to validate repairs or manage turnaround times. Working closely with retail partners, insurers, legal, and compliance teams, you will ensure outcomes are fair, efficient, and aligned with service-level expectations.

Key Responsibilities

• Investigate and resolve retail product claims for electronics, appliances, and furniture within defined service-level agreements (SLAs).

• Review purchase records, repair estimates, and service documentation to ensure accurate and fair claim assessments. 

• Coordinate with repair networks and retail partners to validate repairs, replacements, or reimbursements.

• Maintain full compliance with internal processes, partner requirements, and global regulations including FCA, ASIC, EU, and DOI

• Accurately log, track, and calculate claim values to minimize leakage and support audit requirements.

• Identify trends and fraud patterns, escalating risks to compliance or operational teams for preventative action.

• Partner with the operational team to flag procedural or technical issues that may pose financial, regulatory, reputational or customer risk.procedural or technical issues that may pose financial, regulatory, reputational or customer risk.

What you will bring

• 2 or more years of experience managing complex or high-value claims.

• Proven experience in retail, insurance, or product claims handling, ideally across electronics, appliances, or furniture.

• Strong knowledge of digital commerce and retail supply chain operations, including warranty and service contract programs

• Familiarity with repair networks and ability to coordinate repair assessments and turnaround processes.

• Investigative ability to analyze documents, service reports, and customer statements to determine liability

• Bachelor's degree in a relevant field, A postgraduate degree and/or record of academic achievement is also desirable.

What you will have

• Investigative rigor with ability to verify claims through documentation and repair assessments.

• High attention to detail, ensuring accuracy in case handling and valuation.

• Customer-first approach, resolving escalations with empathy and professionalism.

• Strong analytical skills to spot claim trends, systemic risks, and recurring product issues.

• Confident, timely decision making in complex or high-value cases.

• Clear communication and collaboration skills with retail partners, repair networks, and compliance.

Why Cover Genius?  

Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?  

• Flexible Work Environment - Our teams are remote, we work from home.

• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system.

• Social Initiatives - pictures speak a thousand words!

Sounds interesting? If you think you have the best composition of the above, send us your resume and let's chat!

Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application.  For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.