Program Claim Manager - Travel & Event Cancellation

The Program Claim Manager is responsible for overseeing the management, performance, and quality of travel and event cancellation claims administered through Third-Party Administrators (TPAs). This role ensures claims are handled in accordance with policy provisions, service standards, regulatory requirements, and internal best practices. The position requires strong claims expertise, effective audit capability, excellent time management, and the ability to balance competing priorities in a fast-paced environment.

• →Manage and oversee assigned travel and event cancellation claim programs administered by TPAs
• →Serve as the primary point of contact for TPA partners regarding claim handling, performance expectations, escalations, and issue resolution
• →Conduct regular audits of claim files to ensure compliance with policy language, contractual requirements, claim handling guidelines, and regulatory standards
• →Identify trends, operational risks, and improvement opportunities through audit findings and claim reviews
• →Provide feedback, coaching, and corrective action recommendations to TPAs based on audit results and performance metrics
• →Monitor claim inventory, turnaround times, customer experience, leakage, and financial accuracy
• →Review high-exposure, complex, or escalated claims and provide guidance or direction as needed
• →Ensure consistent and accurate application of policy terms, coverage determinations, and reserving practices
• →Prepare and present audit results, performance reports, and insights to internal stakeholders
• →Collaborate with underwriting, product, legal, compliance, and finance teams as needed
• →Support program launches, enhancements, and ongoing improvements related to travel and event cancellation products
• →Effectively prioritize workload and manage multiple deadlines while maintaining quality and attention to detail

• Bachelor’s degree or equivalent professional experience
• Minimum of 5–7 years of claims experience, preferably in travel insurance, event cancellation, specialty lines, or program business
• Prior experience working with or overseeing Third-Party Administrators (TPAs)
• Proven experience auditing claim files and evaluating claim quality
• Strong knowledge of claims best practices, coverage analysis, and loss management

Key Skills & Competencies

• Strong analytical and auditing skills with attention to detail
• Excellent time management and organizational skills; ability to balance multiple priorities effectively
• Clear and professional written and verbal communication skills
• Ability to exercise independent judgment and make sound decisions
• Comfortable managing vendor relationships and addressing performance issues
• Proficient in claims management systems and reporting tools
• Collaborative mindset with the ability to work cross-functionally

Preferred Qualifications

• Experience with international or high-volume travel and event cancellation programs
• Familiarity with regulatory requirements impacting claims handling
• Professional designations (e.g., AIC, CPCU) a plus