Claims Customer Service Specialist – Travel Insurance

battleface•Columbus, OH

6d•Remote

About The Position

battleface is a humanity-focused travel insurance company. Its global assistance arm, Robin Assist, provides 24/7 support, medical coordination, and claims services. The Claims Customer Service Specialist helps travelers understand their insurance benefits and navigate the claims experience, including questions about coverage, claim submissions, claim status, decisions, reimbursements, and payments. The role handles customer inquiries across calls and email, coordinates with Claims Adjusters and global Claims, Medical, and Assistance teams, and documents interactions in claims management systems. It is suited to someone with practical travel insurance knowledge, clear communication skills, a customer-first approach, and the ability to work independently in a remote environment while collaborating with a global team. The position is based in North America and requires availability during scheduled North American hours.

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 claim 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 using claims management systems, customer service platforms, and new technologies.
Ability to work independently in a remote environment and collaborate 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 and accurate updates on claim status, processing timelines, outstanding documentation, and next steps.
Help customers understand travel insurance benefits, coverage limits, exclusions, and deductibles.
Guide travelers through claims submissions, including required documentation and how to file a claim.
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 customer 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 inquiries and follow through to resolution while aiming to meet evolving goals and support business and customer outcomes.