Senior Claims Handler

Senior Travel Claims Handler
Cardiff (Hybrid Working)
Salary: From £27,000 (depending on experience)

Yolk Recruitment are working with a growing insurance services provider in central Cardiff who are looking to expand their travel claims team with the addition of an experienced Senior Travel Claims Handler. This is a full-time, permanent role with a hybrid working model (2-3 days in the office).

The business supports leading car and travel insurance brands, delivering services such as claims handling, underwriting, customer service, pricing, and more. The company prides itself on being data-driven and collaborative, with a strong emphasis on continuous improvement and customer experience.

The Role

As a Senior Travel Claims Handler, you'll take ownership of complex claims across domestic and international travel insurance, from first notification through to settlement. You'll also play a key part in supporting the wider claims function - working closely with team leaders to provide technical support, contribute to audits, help with training, and identify areas for operational improvement.

Key Responsibilities

• Review and process complex travel insurance claims and complaints in line with policy terms and regulatory standards
• Manage your own caseload proactively from start to finish
• Support the team leader with day-to-day operations and escalations
• Carry out quality checks and provide constructive feedback to claims handlers
• Assist with audits, reporting, and continuous process improvements
• Contribute to team meetings, one-to-ones and development discussions
• Negotiate settlements and process payments within agreed limits
• Maintain high levels of service quality, compliance, and productivity

What We're Looking For

• Minimum 12 months' experience in a travel insurance claims role (essential)
• Strong communication skills and a confident approach to coaching and feedback
• A team player who is organised, self-motivated and able to meet deadlines
• Good knowledge of regulatory and compliance frameworks within insurance
• A customer-focused mindset with the ability to handle sensitive claims professionally

Benefits

• Salary starting from £27,000 (based on experience)
• 33 days' annual leave (25 days + bank holidays), rising with service
• Option to buy/sell up to 5 days' holiday per year
• Annual salary reviews
• Hybrid working with a central Cardiff office
• Nest pension scheme
• Technology and wellbeing discounts
• Cycle to Work scheme
• Employee Assistance Programme
• Optional healthcare and dental plans