Claims & Case Supervisor (Travel Insurance)

Lead day-to-day travel claims operations across medical and non‑medical cases. Whether you come from airline/travel operations or claims operations, you’ll lead a high‑performing team—own KPIs for quality and productivity, supervise examiners, and manage escalations/service recovery. Coordinate with our Medical Assistance team to deliver timely, accurate, policy‑aligned outcomes. No medical background required; process training provided. 

What you’ll do

• Monitor end‑to‑end Travel claims (medical & non‑medical) to ensure accurate processing within policy terms and SLAs; handle escalation and complaint cases
• Coordinate with the Medical Assistance team for clinical input: medical necessity review, treatment verification, benefit interpretation, evacuations/repatriations, and cost containment; escalate to medical advisors when needed
• Oversee daily operations of claim examiners: new claim inventory, correspondence, appeals/special handling, and customer service calls
• Manage staff performance (production, quality, attendance), resource allocation, and training to meet regulatory and corporate requirements
• Lead internal quality control of the claims process; prepare and deliver required monthly claims reports and statistics for internal/external stakeholders
• Ensure claim correspondence and decisions are accurate, consistent, and clearly communicated to customers
• Support development, implementation, and maintenance of claims and insurance reporting standards, IT system enhancements, and new product launches
• Supervise and support examiners on process clarifications and approvals within authorization limits; delegate claim authority appropriately
• Coach, instruct, and lead junior team members and collaborate with nurses, Medical Assistance Coordinators, and Underwriters; other duties as assigned

Key working relationships

• Build strong relationships across internal teams (Claims, Medical Assistance, Operations, Underwriting) and with fronting insurers and providers
• Demonstrate professional presence, trustworthiness, and persistence in representing company services

Qualifications

• Bachelor’s degree (minimum)
• Experience in Travel Insurance or related fields (other insurance lines, airline, travel industry) is an advantage
• Exposure to medical claims/assistance coordination is an advantage; comfortable liaising with clinicians and reviewing medical documents
• Advanced computer skills; proficiency in MS Office
• Strong conceptual, analytical, and problem‑solving skills
• Prior senior/supervisor experience is an advantage
• Good leadership and motivational skills
• Good English and Thai communication skills

What we offer:

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
We are there to empower and encourage you with your personal and professional development ensuring  that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance. 

93571 | Customer Services & Claims | Professional | [[custPositionClusterCSB]] | Allianz Partners | Full-Time | Permanent

Allianz Group is 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, to grow and to shape a better future for our customers and the world around us.

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.