AirCover Specialist, Claims Experience
Core
Provide premium support and resolve complex insurance claims (including property damage) for Airbnb hosts and guests, ensuring fair outcomes and fraud mitigation.
Role type
Senior Claims Specialist (Customer Experience)
Builds
End-to-end claims resolution process for AirCover products
Domain
Travel / Hospitality / Insurance
Deliverable
client delivery
Required skills
Insurance claims adjudication, fraud detection, complex negotiation, policy interpretation, stakeholder management, cross-functional collaboration, process improvement, customer empathy, analytical reasoning, independent work
Preferred skills
Change initiative leadership, cross-functional project experience, third-party administrator coordination
Technologies
AirCover platform, internal claims workflows
Responsibilities
Evaluate and resolve high-value/complex claims involving property damage; monitor for fraud and mitigate risks; verify facts and evidence to determine case outcomes; provide personalized premium support throughout the claims lifecycle; educate users on policies and terms; collaborate with stakeholders and third-party administrators; mentor new hires and share best practices; identify workflow gaps and provide upward feedback.
Seniority
Senior, hands-on IC