MAYDAY Recruitment is proud to be partnering with a leading Australian travel insurance provider to find an experienced Emergency Assistance Claims Coordinator to join their team.

This is an exciting opportunity for an Emergency Assistance professional, healthcare specialist, claims professional or someone with a strong medical coordination background to play a key role in supporting customers during unexpected travel events.

Working across emergency assistance and travel insurance, you will provide guidance on coverage, support complex medical and urgent cases, and help ensure customers receive the right support when they need it most.

About the role
As an Emergency Assistance Claims Coordinator, you will be a key support function within the Emergency Assistance team, managing complex travel-related cases and providing claims and coverage guidance.

You will work closely with emergency assistance providers, medical teams, internal stakeholders and underwriters to coordinate effective outcomes for customers.

This role involves assessing emergency assistance cases, reviewing policy coverage, supporting medical and high-value incidents, preparing reports and ensuring cases are managed accurately and efficiently.

You will also participate in an after-hours on-call roster, providing support and guidance for urgent emergency assistance matters when required.

Key responsibilities

• Support the Emergency Assistance team with urgent and complex travel-related cases.
• Review policy wording and Product Disclosure Statements (PDS) to provide coverage guidance.
• Participate in an after-hours on-call roster, responding professionally to emergency assistance calls and providing timely coverage guidance.
• Investigate claims and ensure appropriate documentation and decision-making.
• Prepare Large Loss Reports and provide accurate updates to internal stakeholders and underwriters.
• Monitor claims reserves and maintain accurate records within claims systems.
• Liaise with medical providers and support cost containment initiatives.
• Coordinate provider invoices and payments to ensure timely processing.
• Maintain compliance with company policies, regulatory requirements and industry standards.

• 2+ years’ experience in Emergency Assistance, travel insurance, medical coordination, nursing, healthcare, claims or a similar field.
• Experience managing claims involving medical treatment, urgent situations or complex circumstances.
• Strong decision-making skills and the ability to interpret information quickly.
• The ability to prioritise tasks and remain calm in time-sensitive situations.
• Experience using claims management systems and handling detailed reporting.
• A strong customer focus and commitment to delivering quality outcomes.
• The ability and flexibility to participate in an after-hours on-call roster.
• Travel insurance experience will be highly regarded.

• Full-time permanent opportunity.
• Sydney CBD location with easy access to public transport.
• Join a leading Australian travel insurance provider.
• Make a direct impact supporting customers during medical emergencies and unexpected travel events.
• Develop specialist knowledge in emergency assistance claims and international travel incidents