Job Description

Working hours: This role is available on a part-time, job-share or full-time basis.
Location: UK, we're flexible!
Closing date: 30th November 2025
The opportunity:
Our Accident & Travel business continues to excel, affording us an exciting opportunity to grow our team.
Being a Senior Claims and Recoveries Handler, you'll enjoy pursuing recovery opportunities and be motivated by achieving successful results, supporting peers and external partners with technical referrals, assisting on complaint resolution queries, and engage with our intermediaries, customers, and wider internal stakeholders to help improve our proposition.
This role is perfect for someone who has a passion for achieving tangible results, propositional enhancements, and delivering excellent customer service.
Our Claims function is the largest department in our UK General Insurance business and it's critical in ensuring we provide our customers with a personal, clear, effortless, and collaborative service.
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?
As Senior Claims and Recoveries Handler, you will:

• Identify and investigate recovery opportunities that arise from third party liabilities, proportionate contributions through the application of CIDRA, and dual insurance
• Review claims and medical assistance cases over our TPA's delegated authority and provide instruction based on the policy's terms and conditions, Zurich's claim's philosophy, and in line with the FCA's Consumer Duty principals
• Perform retro screenings to identify any careless or deliberate misrepresentations
• Assist the Customer Care team and External Partners in reviewing complaints and providing feedback to our TPAs
• Identify opportunities for improvements for both our TPA's and in-house claim teams
• Share claim insights and support our wider business functions such as Underwriting, Sales & Distribution, and Actuarial
• Contribute to a positive and supportive team culture
• Take action to manage own personal development and encourage and support others to do the same

What are we looking for?
To be a Travel Claims Team Leader you will need
Travel claims and/or medical assistance experience, including, but not limited to:
Applying CIDRA (Consumer Insurance (Disclosure and Representations)) Act 2012
Identifying, investigating, and pursuing recovery opportunities on travel claims through the following avenues: Third party liability, Proportionate contributions from underinsured customers, Obtaining dual insurance contributions
Handling both medical assistance and reimbursement claims
Ideally, we would also like you to have:

• Insurance industry relevant qualifications and/or evidence of working towards
• Strong communication, relationship management, and effective negotiation skills to deliver exceptional customer service achieve performance related results
• Experience of complaints management
• Continuous improvement mindset
• Experience of managing varying workloads and pressure

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 -
What happens next?
As an inclusive employer we 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.
Who we are:
At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we're creating a brighter future for our customers, our people and our planet.
With over 55,000 employees in more than 170 countries, you'll feel the support of being part of a strong and stable company who are 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 for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great.
Our Culture:
At Zurich, our sense of community is strong and we're particularly passionate about diversity and inclusion, which we've won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.
We've an environment that places a 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 the best advice and access to a wealth of lifestyle support. We're also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.
We're passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we've awarded grants and volunteered time to deserving causes in the UK valued at over 90 million.
So, make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.
The financials

• 12% defined non-contributory pension scheme.
• Annual company bonus.
• Income Protection.
• Life cover - four times your salary.

Time away

• 25 days holiday a year plus bank holidays.
• You can also request to swap UK bank holidays for days off that have cultural or religious significance to you.
• The option to buy up to an additional 20 days or sell some of your holiday.
• Three days paid volunteering.
• Up to 16 weeks' full pay for maternity, paternity and adoption leave.

Your health is important to us

• Access to Private medical insurance.
• Virtual GP appointments.
• Discounted gym membership.
• Free flu jab.
• Access to a wealth of support from our wellbeing partners.

We're making a difference

• Creating a brighter, more sustainable future underpins all that we do here in Zurich. We were the first insurer to sign the 'UN Business Ambition for 1.5?C' pledge.
• Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time to deserving causes in the UK valued at over 90 million.

Skills Required