Program Claim Manager - Travel & Event Cancellation

AmTrust Financial Services, Inc.•,

About The Position

The Program Claim Manager is responsible for overseeing the management, performance, and quality of travel and event cancellation claims administered through Third-Party Administrators (TPAs). This role ensures claims are handled in accordance with policy provisions, service standards, regulatory requirements, and internal best practices. The position requires strong claims expertise, effective audit capability, excellent time management, and the ability to balance competing priorities in a fast-paced environment.

Requirements

Bachelor’s degree or equivalent professional experience
Minimum of 5–7 years of claims experience, preferably in travel insurance, event cancellation, specialty lines, or program business
Prior experience working with or overseeing Third-Party Administrators (TPAs)
Proven experience auditing claim files and evaluating claim quality
Strong knowledge of claims best practices, coverage analysis, and loss management
Strong analytical and auditing skills with attention to detail
Excellent time management and organizational skills; ability to balance multiple priorities effectively
Clear and professional written and verbal communication skills
Ability to exercise independent judgment and make sound decisions
Comfortable managing vendor relationships and addressing performance issues
Proficient in claims management systems and reporting tools
Collaborative mindset with the ability to work cross-functionally

Nice To Haves

Experience with international or high-volume travel and event cancellation programs
Familiarity with regulatory requirements impacting claims handling
Professional designations (e.g., AIC, CPCU) a plus

Responsibilities

Manage and oversee assigned travel and event cancellation claim programs administered by TPAs
Serve as the primary point of contact for TPA partners regarding claim handling, performance expectations, escalations, and issue resolution
Conduct regular audits of claim files to ensure compliance with policy language, contractual requirements, claim handling guidelines, and regulatory standards
Identify trends, operational risks, and improvement opportunities through audit findings and claim reviews
Provide feedback, coaching, and corrective action recommendations to TPAs based on audit results and performance metrics
Monitor claim inventory, turnaround times, customer experience, leakage, and financial accuracy
Review high-exposure, complex, or escalated claims and provide guidance or direction as needed
Ensure consistent and accurate application of policy terms, coverage determinations, and reserving practices
Prepare and present audit results, performance reports, and insights to internal stakeholders
Collaborate with underwriting, product, legal, compliance, and finance teams as needed
Support program launches, enhancements, and ongoing improvements related to travel and event cancellation products
Effectively prioritize workload and manage multiple deadlines while maintaining quality and attention to detail