Senior Claims Specialist

About Cover Genius

Cover Genius is a Series E Insurtech company offering embedded insurance protection worldwide for major digital platforms such as Booking Holdings, Intuit, Hopper, Skyscanner, Ryanair, Amazon, Flipkart, and Shopee among others. They operate the award-winning XCover insurance distribution platform used globally, recognized for rapid growth and a commitment to cultural diversity and social entrepreneurship.

Role Overview

As a Senior Claims Specialist within the Customer Team, you will be responsible for assessing and settling insurance claims independently within your authority limits, ensuring timely payment through the XClaim platform. This role demands strong attention to detail, excellent organizational and time management abilities, and ideally experience in managing online litigations involving customers. Collaboration with support, content, and complaints teams is essential to meet service level agreements and customer satisfaction targets.

Key Responsibilities

• Act as a subject matter expert providing specialized knowledge to support team adherence to best practices and industry standards.
• Handle daily claims management including processing new, reopened, declined, appealed, and escalated claims, ensuring thorough documentation.
• Evaluate and approve new claims within designated authority and fraud control thresholds.
• Manage complex and high-value claims requiring detailed analysis, including those involving appeals and escalations.
• Resolve disputes and escalations empathetically while protecting company interests.
• Oversee high-stakes claims that may involve international issues, reinsurance, or litigation.
• Maintain strong relationships with third-party administrators, underwriters, partners, and customers to optimize claims resolution and customer experience.
• Ensure documentation accuracy and compliance with insurance regulations and company policies.
• Collaborate with quality assurance teams to maintain and exceed KPIs and QA standards.
• Identify opportunities for process improvements to increase efficiency and effectiveness in claims handling.
• Mentor and train junior claims agents to build team capability.

Key Performance Initiatives

• Achieve and maintain a Net Promoter Score (NPS) above 65.
• Consistently meet agreed service level agreements (SLAs).
• Support the team in reaching key performance indicators.
• Provide mentorship to help the team meet quality assurance benchmarks.

Qualifications and Experience

• 4 to 6 years of claims handling experience, preferably within the insurance industry.
• Proficient English communication skills, both verbal and written; additional European languages considered advantageous.
• Expertise in managing complex and high-value claims, including litigation and international cases.
• Comprehensive knowledge of global insurance markets and regulatory environments.
• Bachelor’s or postgraduate degree in a relevant field or equivalent experience.

Desired Skills and Attributes

• Excellent time management and organizational skills.
• Meticulous attention to detail and accuracy.
• Resilience and adaptability in challenging situations.
• Eagerness to learn and improve.
• Strong relationship building and interpersonal communication capabilities.

Work Environment and Company Culture

• Flexible remote working setup with the option to work from global offices for limited periods annually.
• A diverse, purpose-driven team committed to social initiatives and philanthropy through the CG Gives program.
• An inclusive workplace that values diversity and prohibits discrimination and harassment.

Additional Information

Applicants acknowledge that personal data will be collected and processed for recruitment purposes, with possible AI-assisted application sorting, though final hiring decisions are made by human evaluators. Data will be retained for three years. For more details, candidates can refer to the company's Privacy Policy.