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