Claims Customer Service Specialist – Travel Insurance

battleface • Columbus, OH

3d • Remote

About The Position

battleface is seeking a Claims Customer Service Specialist to help travelers understand their travel insurance benefits and navigate the claims experience. The role handles customer questions about coverage, claim submissions, claim status, decisions, reimbursements, and payments. The specialist provides clear, timely information, follows inquiries through to resolution, and coordinates with Claims Adjusters and global Claims, Medical, and Assistance teams. This is a remote role for someone based in North America and available to work scheduled North American hours. The company describes itself as remote-first and emphasizes flexibility, collaboration, innovation, and a people-first culture.

Requirements

• At least 2 years of experience in travel insurance, insurance claims customer service, or claims administration.
• Strong understanding of travel insurance benefits, policy terminology, and claims processes.
• Experience handling customer calls about claims status, coverage questions, and claims submissions.
• Ability to explain insurance coverage and claims procedures in clear, simple language.
• Excellent written and verbal English communication skills.
• Patience, empathy, and a customer-first mindset.
• Strong organizational skills, attention to detail, and ability to manage multiple inquiries.
• Confidence handling difficult conversations and resolving customer concerns professionally.
• Comfort with claims management systems, customer service platforms, and new technologies.
• Ability to work independently in a remote environment while collaborating with a global team.
• Based in North America and available to work scheduled North American hours.

Nice To Haves

• Experience with US or Canadian travel insurance products.
• Additional language skills, particularly Spanish or French.

Responsibilities

• Handle inbound and outbound customer calls, emails, and inquiries related to travel insurance claims.
• Provide timely, accurate updates on claim status, processing timelines, outstanding documentation, and next steps.
• Explain travel insurance benefits, coverage limits, exclusions, and deductibles.
• Guide travelers through claims submissions, including required documentation and filing steps.
• Answer questions about trip cancellation and interruption, trip delay and missed connection, emergency medical expenses, baggage loss and delay, and other travel-related benefits.
• Review claim records and coordinate with Claims Adjusters to provide accurate information and resolve inquiries.
• Assist customers with questions about claim decisions, reimbursements, and payment status.
• Follow up on outstanding inquiries and help ensure customers receive timely responses.
• Identify and escalate complex claims questions, complaints, and urgent matters to appropriate teams.
• Document customer interactions, actions taken, and next steps in claims management systems.
• Collaborate with global Claims, Medical, and Assistance teams to deliver a seamless customer experience.
• Identify opportunities to improve claims processes, customer communications, and the overall service experience.
• Take ownership of customer inquiries and follow through to resolution.

Benefits

• Competitive benefits that support wellbeing and work-life balance.
• Remote-first work environment with flexibility to work where the employee works best.
• Opportunities for growth and innovation, with room to develop skills.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed