Job Description

Senior Travel Claims Handler (Large Loss)
Full-time o Cardiff (Hybrid)
About the Company
A growing, data-driven insurance services organisation based in central Cardiff is expanding its travel claims function. The business supports international insurance partners across customer service, claims handling, underwriting, pricing and operational excellence. With a strong focus on innovation, continuous improvement and delivering an industry-leading customer experience, the company is now looking for an experienced Senior Travel Claims Handler to help shape outcomes for customers during their most challenging travel moments.
You'll play a key role in handling complex, high-value and large loss travel insurance claims, including medical emergencies, repatriation cases and major travel disruptions. Working closely with internal specialists and external partners, you'll provide empathetic, expert guidance while ensuring every claim is managed thoroughly, fairly and efficiently.
The team operates a hybrid working model, typically 2-3 days per week in the Cardiff office.
Key Responsibilities
Review, assess and process complex or high-value travel insurance claims and complaints in line with policy wording and regulatory standards
Manage your caseload proactively, ensuring timely progression and excellent documentation
Lead on negotiation and settlement of claims within your delegated authority
Maintain high-quality service standards, productivity and compliance across all claim activity
Support the Technical Claims Manager in driving improved customer outcomes
Act as a role model within the team, championing continuous improvement and best practice
Build strong relationships with customers, suppliers and third-party providers
Contribute effectively to team meetings and development discussions
Your Skillset & Experience
Minimum 2 years' experience in travel insurance claims, with exposure to complex, major or large loss cases
Strong technical understanding of claims processes and policy interpretation
Exceptional written and verbal communication skills with a compassionate approach
Confident in handling Emergency Medical Assistance or repatriation cases
High attention to detail and accuracy in all documentation
Strong analytical and problem-solving skills
Ability to work to daily and weekly deadlines while managing multiple priorities
Skilled at influencing and building rapport with customers and senior stakeholders
What's in It for You?
Salary from 30,000, depending on experience
Annual salary reviews
33 days annual leave (increasing with service), plus the ability to buy or sell holiday
Hybrid working with a modern Cardiff city centre office
Pension scheme
Discounted gym membership, Cycle to Work scheme, technology discounts
Employee Assistance Programme
Optional healthcare cash plan and dental cover
All equipment provided for both office and home working
Professional development support, including training and qualifications
Optional social events and team activities

Skills Required