Minimum 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 related to 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 A genuine love of helping people, with patience, empathy, and a customer-first mindset Strong organizational skills, attention to detail, and the ability to manage multiple inquiries Confidence handling difficult conversations and resolving customer concerns professionally Comfortable working 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, with availability to work scheduled North American hours Experience with US or Canadian travel insurance products is a plus Additional language skills, particularly Spanish or French, are an advantage. 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 the appropriate teams Clearly document customer interactions, actions taken, and next steps in our claims management systems Collaborate with our global Claims, Medical, and Assistance teams to deliver a seamless customer experience Help identify opportunities to improve our claims processes, customer communications, and overall service experience.