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 Claims Specialist, Travel Vertical on our Customer Team, you will be part of the well-functioning of the claims team, ensuring claims are handled efficiently while providing an excellent customer experience.

As a claims specialist, you will support our customers and the team to ensure a smooth customer experience and fast resolution of claims through our owned XClaim platform. Regular collaboration with the leadership team, the rest of the team, as well as with the Support,  Content, and Complaints teams, will be key in ensuring that agreed SLAs and NPS are achieved.

Key Responsibilities

• Claims Processing: Manage day-to-day claims activities for new claims, including claims actions, emails, and payments.

• Own the assessment and approval of new claims within the authority and fraud thresholds.

• Customer Communication: Handle customer inquiries regarding claims status and policy coverage via chat, phone or email. Build rapport with customers to speed up claim’s resolution and process claims payments.

• Documentation: Ensure all necessary documentation is collected and filed accurately in the system. 

• Quality: Maintain the quality of our work ensuring accuracy to meet business, team and individual KPIs.

• Collaboration: Own the communication with all relevant stakeholders (Claims, Support) to resolve claims efficiently and ensure the best customer experience. 

• Compliance: Be aware of current insurance guidelines, policy updates, and regulations. Follow company guidelines and local regulations to ensure claims are handled fairly and ethically.

• Process Improvement: Identify and recommend process improvements to enhance claims handling efficiency and operations.

Qualifications

• 1-2 years experience handling customer queries online (claims), ideally with litigations.

• Fluency in English (verbal & written) is essential for communicating internally and externally. Any other European language will be highly regarded for external communications.

• Basic understanding of insurance products and terminology.

• Strong knowledge of the travel industry and airline or accommodation supply operations, preferred.

• Familiarity with airline industry networks and ability to coordinate information from multiple sources.

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

• Bachelor’s or postgraduate degree in a related field or equivalent is preferred.

What you will have

• Time Management

• Organisation

• Attention to Detail

• Demonstrates resilience

• Learning orientation

• Relationship building skills

• Communication Skills

Key Initiatives

• Ensure a +65 NPS (Net Promoter Score)

• Work with the team to meet the agreed SLAs

• Ensure the team achieves KPIs

• Mentor the team to meet QA benchmark

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 or hybrid (work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday), with flexibility around start/finish times.

• 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.