Claims Customer Service Specialist – Travel Insurance

about us: battleface is building a humanity-focused travel insurance company to bring people and the world together. For too long, travel insurance has centered on the company and not the traveler. We’re changing that by connecting people with customized coverage at the right price, exactly when and where they need it.

Our global assistance arm, Robin Assist, powers the 24/7 support, medical coordination, and claims services that travelers rely on – not just for battleface, but across the industry. Together, we’re setting new standards for how travelers are cared for worldwide.

about the role: w e're looking for a Claims Customer Service Specialist to help us in our mission. If you love helping people, understand travel insurance, and believe that filing a claim shouldn't be complicated, we'd love to hear from you.

This role is all about helping travelers navigate their insurance benefits and claims experience. You'll be the person customers turn to when they have questions about their coverage, need help filing a claim, or want to know where their claim stands.

We're looking for someone who brings practical travel insurance knowledge, communicates clearly, and takes ownership of customer inquiries. This position is for team players who embrace flexibility, innovation, and technology, and want to work from home as part of a global team.

specifically, you will

- 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 their travel insurance benefits, coverage limits, exclusions, and deductibles

- Guide travelers through the claims submission process, including required documentation and how to file a claim

- Answer questions about common travel insurance benefits, including:

- Trip Cancellation and Trip Interruption

- Trip Delay and Missed Connection

- Emergency Medical Expenses

- Baggage Loss and Delay

- 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 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

what you bring

- 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

your focus on impact

- You believe that every customer deserves clear answers, timely updates, and a positive claims experience

- You take ownership of customer inquiries and follow through to resolution

- You understand that behind every claim is a person who may be dealing with an unexpected and stressful situation

- You aim to surpass continually evolving and meaningful goals

- You set intentional goals geared toward moving the needle for the business and our customers

- You build relationships that fuel our mission of creating a humanity-focused travel insurance company to bring people and the world together

you’ll join a team that

- Operates at the intersection of insurance, travel, and technology, helping reshape an entire industry

- Values flexibility. We're a remote-first company that trusts you to work where you work best

- Encourages growth and innovation, giving you room to stretch your skills and build new ones

- Cares deeply about people-first culture – supporting not just travelers, but also our team with collaboration, respect, and trust

- Offers meaningful impact – your work directly helps travelers navigate unexpected situations and get the answers they need

- Provides competitive benefits that support your wellbeing and work-life balance