Senior 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

As a Senior Claims Specialist, Vertical on our Customer Team, you will own the assessment and settlement of claims within their own settlement authority. To drive success in this role, you will have strong attention to detail and great organizational and time management skills. With a bachelor's degree, you will ideally have experience dealing with customers' litigations online.

As the Senior Claims Specialist, Vertical, you will review and assess customers’ claims through our owned XClaim platform, for a fast resolution and prompt payment.  Regular collaboration with the Support team, as well as the Content and Complaints team, will be key in ensuring that agreed SLAs and NPS are achieved.

• Subject Matter Expert: Offer specialized knowledge and expertise to support colleagues, ensuring best practices and industry standards are met (e.g. Medical or Licenced).

• Claims Processing: Manage day-to-day claims activities for new claims, reopened claims and declined/appealed and escalated claims including claims actions, emails, and payments.

• Own the assessment and approval of new claims within the authority and fraud thresholds.

• Complex Claims Handling: Manage more complex claims that require deeper analysis, including high-value or multi-policy claims.  Including claims appeals and escalations.

• Dispute Resolution: Handle disputes or escalations with empathy and professionalism, ensuring customer satisfaction while protecting company interests.

• High-Stakes Claims Management: Handle the most complex and high-value claims, often involving cross-border issues, reinsurance, or litigation.

• TPA & Underwriter Relationship Management: Build and maintain strong relationships with key partners, customers and other stakeholders to resolve claims, ensure the best customer experience and increase collaboration.

• 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. Collaborate with the QA team, acting as their dedicated to ensure the Claims team are inline with most recent assessment rules.

• 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.

• Mentorship/Training: Provide guidance and training to entry-level claims agents

Key Initiatives:

• Ensure a +65 NPS 

• Work with the team to meet the agreed SLAs

• Ensure the team achieves KPIs

• Mentor the team to meet QA benchmark

What you will bring:

• 4-6 years of experience in claims handling, preferably in an insurance firm.

• Fluency in English (verbal & written) is essential for communicating internally and externally. Any other European language will be highly regarded for external communications.

• Expertise in managing complex, high-value claims, including experience with litigation and cross-border claims.

• Deep knowledge of global insurance markets and regulations.

• Bachelor’s or postgraduate degree in a related field or equivalent is desirable

What you will have:

• Time Management

• Organisation

• Attention to Detail

• Demonstrates resilience

• Learning orientation

• Relationship building skills

• Communication Skills

🤔 Why Cover Genius?

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.

• Don't just take our word for it- hear about our culture straight from our people here: story time

Ready to make an impact? If you’re looking for a place where you’ll be challenged, trusted, and empowered, we’d love to meet you.

The Legal & Privacy Stuff

Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

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