Claims Manager

Are you ready to grow your career in insurance?

At World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling.

Our extensive experience in global travel risk management positions us as the go-to-choice for travellers worldwide. Trusted by globetrotters, corporate risk managers, and organizations around the world, we specialise in preparing travellers for potential threats and offering assistance when they need it most.

WTP is part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA. WTP & Cover-More Group are a subsidiary of Zurich Insurance. WTP operates in a niche space within Zurich and Cover-More Group, providing Travel Risk Management services on behalf of our clients to travellers worldwide.

So, what's our mission?

Protecting travellers - and supporting those responsible for their safety - is our business. We operate 24 hours a day, seven days a week from our 3 operation centres in Australia, Canada, and the United Kingdom, responding to the cries for help we receive from travellers across the globe.

So, what's the job?

As a Third-Party Administrator (TPA) Claims Manager, you will be in a team of managers who play a crucial role in overseeing the complete claims management process, ensuring that all travel insurance claims are managed with precision, efficiency, and empathy. You and your managerial peers focus will be on achieving operational excellence, consistently leading a team of claims specialists towards meeting and exceeding key performance indicators (KPIs) and contractual service levels (SLAs).

• Along with your claims managerial peers, you'll manage day-to-day claims department operations, including reviewing and approving claims decisions, ensuring prompt processing in line with company policies.
• You'll handle disputes and escalations, working with claimants, internal teams, peers, brokers, and underwriters to find fair resolutions.
• You'll lead, mentor, and develop a team of claims specialists, setting performance expectations and providing ongoing feedback.
• You'll work as part of a team to implement and uphold best practices, process improvements, and measures to prevent fraudulent claims, ensuring compliance with regulatory and contractual standards.
• You'll conduct regular claim file reviews and performance assessments, identifying trends and areas for improvement to enhance claims operations and efficiency.
• You'll participate in overseeing the onboarding and training of new team members, supporting their development and fostering a collaborative and positive work environment.

And what are we looking for?

• You'll have 5+ years of supervisory and/or leadership experience in claims management within a TPA or high volume insurance industry, demonstrating strong team management and mentoring capabilities.
• You'll demonstrate a proven track record in claims adjudication, a strong customer service orientation, and a commitment to ensuring high levels of satisfaction.
• You'll be skilled in process improvement and change management to enhance claims operations and efficiency.
• You'll possess excellent communication skills with the ability to convey complex information clearly to various stakeholders.
• You'll have a relevant educational background with a Bachelor's degree or certifications in business administration, Insurance, Risk Management, or related fields/experience. Experience with travel insurance claims is a plus.

If you possess these skills, knowledge, and experience, and are ready to take on a challenging and rewarding role as a TPA Claims Manager, we encourage you to apply. Join us in delivering exceptional service and achieving operational excellence in the world of travel insurance.

So, why choose us?

We value optimism, caring, togetherness, reliability, and determination.

We have more than 1500 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travelers, at every step of their journey.

Career growth. This is an extremely exciting time for us at World Travel Protection, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular vacation leave (everyone starts with 4 weeks), along with 5 personal days and a comprehensive paid parental leave scheme.

Investing in your health, and your future. We offer a competitive medical insurance package and company-matching pension contributions, as well as wellbeing benefits and quarterly transit subsidies.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let's go great places together!