Assistance Co-ordinator

The Assistance Co-ordinator will organise and deliver travel assistance services to policyholders, ensuring each case is handled accurately, efficiently and with empathy. The role focuses on coordinating medical support, travel arrangements and repatriation services while working closely with internal teams, healthcare providers, transport companies and international partners.

The successful candidate will prepare clear action plans based on medical recommendations, manage case information and ensure that all arrangements comply with insurance policies, service standards and regulatory requirements. This position requires strong organisational skills, sound judgement and the ability to remain calm when supporting customers in challenging situations.

Responsibilities:

• Coordinate medical assistance services, including hospital admissions, medical appointments and other required support.
• Organise repatriation arrangements, including flights, air ambulances, ground transport, accommodation and fitness-to-fly documentation.
• Maintain accurate case records, estimate costs and issue the necessary payment guarantees to service providers.
• Liaise with internal departments, international providers and external partners to ensure timely and cost-effective service delivery.
• Support policyholders professionally and empathetically while escalating complex cases through the appropriate procedures.

Key Requirements:

• Previous experience or professional exposure within the travel insurance sector.
• Fluency in French, Arabic and Italian, with excellent written and verbal communication skills.
• Strong customer service, planning, organisational and problem-solving abilities.
• Good computer literacy and the ability to manage multiple cases within established deadlines.
• Availability to work rotating shifts, including weekends and public holidays.