Claims Trainer​/Team Leader

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travelers 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 like 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.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans.

Travel Guard became part of Zurich Cover-More in December 2024.

In this role, you’ll support our American Express Claims Intake Group; assisting our operations management with quality control and daily operations. You’ll be responsible for providing feedback and technical knowledge to junior staff ensuring high quality service is delivered to our customers and clients. Think of yourself as the calm in the storm, solving problems creatively, supporting your team, and making sure every Traveler feels cared for.

We take pride in our ability to strategically solve unique problems and doing so efficiently to meet our customer’s needs. If you are looking for an opportunity to lead people, further develop your skillset, and creatively find solutions for complex problems-this role is for you!

• Support a team of individuals by providing performance feedback and guidance in case handling.
• Identify opportunities to improve upon efficiencies in process/procedure and individual performance.
• Solve escalated issues, expedited rush items, and assist assistance coordinators/ representatives with high-profile cases.
• Solve problems creatively and think outside the box.
• Ensure the team is supported appropriately to deliver results in their roles.
• Collaborate with management and partners at American Express to ensure we are always moving the team forward.
• Provide training, guidance and coaching to agents on new products, accounts, processes and systems.

• High School Diploma or equivalent.
• Strong communication skills and customer service experience.
• Ability to multi-task and stay organized
• A positive attitude and passion for helping others.
• Availability to work a bi-weekly weekend requirement.
• Prior leadership experience is a plus.

We value optimism, caring, togetherness, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Job flexibility
. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career growth
. This is an extremely exciting time for us at Zurich Cover-More, as we…