Customer Claims Specialist

Allianz Partners provides travel insurance through a range of business partners. When travel goes wrong, customers call us for help. This role exists to take ownership of those claims, make fair decisions quickly, and keep customers informed from first notification of loss through to settlement. It’s for experienced insurance claims handlers who are confident on the phone, comfortable managing multiple cases under time pressure, and able to balance empathy with clear decisions based on policy terms.

Details: Customer Claims Specialist – Office/Hybrid, Birmingham. Salary £24,000–£30,000 depending on experience, plus £2,045 bonus. 35 hours per week, shifts between 8am–8pm Monday–Friday and 9am–5pm Saturday, with some flexibility. Start date: 16 March. We’re happy to consider experienced claims handlers who need flexible hours to fit around commitments as parents or carers.

What are the key responsibilities of the role?

• Handle inbound and outbound calls professionally and helpfully, owning each claim from first notification through assessment to resolution.

• Assess new claims against policy terms within agreed service levels; capture accurate information, decide next steps, and fast-track where appropriate. • Keep cases moving: monitor timelines and suppliers, proactively update customers, and request any additional information quickly.

• Identify and initiate potential recoveries from third parties, and flag any service issues or risks early to your manager.

• Keep records up to date: document conversations and evidence clearly in the claims system, and suggest process improvements where you see them.

• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insight responsibly and in line with our standards for data governance, security and ethical use 

What are the key requirements? 

• Strong customer communication skills by phone and email. You can handle escalations with empathy while setting clear expectations, which matters when customers are stressed and need answers.

• Proven ability to manage multiple cases under pressure. You prioritise effectively, stay organised and meet deadlines, ensuring claims progress without delay.

• High attention to detail and data accuracy. You’re PC literate and comfortable with claims systems, because sound decisions depend on precise records and audit trails.

• Good judgment within procedures. You know when to resolve issues yourself and when to escalate, preventing service failures and protecting the customer experience.

• Practical geographical knowledge is helpful, as it speeds triage and decision-making for travel itineraries, destinations and providers. 

How we hire We hire directly. Allianz Partners does not accept unsolicited CVs or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submissions will not be considered.

Staff Benefits

You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.

In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.

We will provide you with competitive salary and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.

Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.

About Allianz Partners:

Allianz Partners is part of Allianz Group, one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.

Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognise that your development goes hand in hand with our growth and success.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let's care for tomorrow.