Claims Specialist

Claims Specialist

Cover Genius is the global infrastructure for embedded protection. Active in over 60 countries and all 50 US States, we protect the customers of the world's largest digital companies, including Klarna, Revolut, Stripe, Priceline, Agoda, Booking.com, Turkish Airlines, Tongcheng Travel, eBay, and Uber, with seamless, end-to-end experiences. Cover Genius has protected more than 73M customers globally across 240M policies with USD $3.2BN in gross written sales. Coming off a stellar year with 40% YoY revenue growth and a recent $100M capital raise, putting our valuation at $1.9BN, we are accelerating into our next phase of growth. As part of our team, you'll help drive our AI-first roadmap, developing hyper-personalization engines, agentic distribution, and automated claims infrastructure, while building the scalable technology powering the fast-growing $70B embedded protection market.

Our people are: Accountable, customer-obsessed, collaborative, driven. Our people are not: Passive, defensive, siloed, hesitant.

About the Role

As a Claims Specialist within our Customer Team, you will be responsible for the assessment and settlement of claims, operating within your designated settlement authority. You will ensure the timely processing and orderly management of your claims queue. To excel in this role, meticulous attention to detail, strong organizational abilities, and effective time management skills are essential, alongside a profound sense of responsibility and ownership. The Claims Specialist will review and evaluate customer claims via our proprietary XClaim platform, aiming for rapid resolution and prompt payment. Consistent collaboration with the Support team, as well as the Content and Complaints team, will be crucial for achieving established Service Level Agreements (SLAs) and Net Promoter Scores (NPS).

Key Responsibilities

• Claims Processing: Manage day-to-day claims activities for new claims, including claims actions, emails, and payments.
• Ownership: Own the assessment and approval of new claims within the authority and fraud thresholds.
• Customer Communication: Handle customer inquiries regarding claims status and policy coverage via chat, phone or email. Build rapport with customers to speed up claim's resolution and process claims payments.
• Documentation: Ensure all necessary documentation is collected and filed accurately in the system.
• Quality: Maintain the quality of our work ensuring accuracy to meet business, team and individual KPIs.
• Collaboration: Own the communication with all relevant stakeholders (Claims, Support) to resolve claims efficiently and ensure the best customer experience.
• Compliance: Be aware of current insurance guidelines, policy updates, and regulations. Follow company guidelines and local regulations to ensure claims are handled fairly and ethically.
• Process Improvement: Identify and recommend process improvements to enhance claims handling efficiency and operations.

Qualifications

• 1-2 years experience handling customer queries online.
• Fluency in English is essential for communicating internally and externally (verbal & written).
• Basic understanding of insurance terminology and products.
• Bachelor's or postgraduate degree in a related field or equivalent is a plus.

What you will have: Organisation, Attention to Detail, Time Management, Demonstrates resilience, Learning orientation, Relationship building skills, Communication skills.

At Cover Genius, we create magic by turning the archaic into the extraordinary. We take one of the world's oldest and most complex industries and reinvent it with world-class technology. Cover Genius doesn't just disrupt legacy insurance; we make the impossible feel effortless. Our operating principles guide our mission: Make today matter: We deliver with urgency and excellence. We act decisively, move with intention, and hold a high bar. Act with accountability: We own our commitments and take pride in delivering results that move us forward. Grow together: We are a collective of curious minds. We learn from wins and setbacks, share knowledge generously, and elevate each other every day. Inspire Each Other: We push each other to think bigger and pull together to go further. Champion Our Customers: We lead with empathy and center the customer, turning complex disruptions into seamless moments of trust. Flexible Work Environment - Our teams are hybrid. We work from home on a Wednesday and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.