Case Manager - Travel Assistance

Description

Where will your career take you next? Lets find out together.

At Zurich Cover-More, we are proud to be one of the world's leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names such as Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

This role is part of World Travel Protection, our global medical and security assistance business supporting many of Zurich Cover-More’s travel insurance brands. We support both corporate and leisure travellers, helping them avoid risks before they escalate and connecting them with the right experts when emergencies arise. With deep expertise in global travel risk management, we are trusted by travellers, corporate risk managers and organisations worldwide to prepare for potential threats and respond when it matters most.

Operating 24/7 from our global assistance centres, we are always ready to answer the call wherever in the world it comes from.

The start date for this role is 5th May 2026.

Our Travel Assistance Case Managers are responsible for providing our customers with the after-care and logistical problem-solving support they need when something goes wrong in their travels. High-performing, empathetic and multilingual, our Case Managers excel at bringing travellers home safely or helping them continue on with their travels as needed. Driven and focused, they build strong relationships and deliver accurate, on-time service in high-stakes situations.

• Take calls from travellers in emergency situations while travelling – such as lost baggage or a medical emergency – and help solve their problem.
• Provide a great experience each time for the traveller, family member or provider.
• Use critical thinking and problem-solving skills to provide tailored advice to real-world problems.
• Offer emotional support and reassurance to travellers in distress, maintaining a calm and empathetic demeanour throughout each call and case.
• Work with our team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist or allied health professional for medical and/or security emergencies.
• Facilitate the payment and guarantee of facility and any required vendor bills.
• Help travellers understand the services we are there to support them with.

We are looking for team members who have a genuine desire to help people and save lives. We need our Case Managers to be resilient, empathetic and think critically. If you’re willing to learn, we will teach you everything you need to know.

• Great interpersonal skills and the ability to look after travellers and respond with empathy.
• Strong problem-solving and decision-making skills, with the ability to follow processes to provide quick and accurate assistance.
• Thriving in a fast-paced, dynamic environment and openness to change.
• Great conflict resolution skills to help customers in stressful situations.
• Availability to work four 10-hour shifts per week, across a 7-day rotating roster between the hours of 7 am – 10 pm.
• Professional proficiency in French, Dutch, German, Italian, Portuguese or Spanish is a plus, but not essential.
• A passion for helping others.

We value optimism, caring, togetherness, reliability,…