Senior Travel Claims Specialist

Affinity Markets Travel Claims is looking for a highly motivated, quick-thinking and customer-focused individual to join our Travel Claims Risk Management Team. 

Reporting to the Manager, this position requires an expert in travel claims (medical, trip cancellation/ interruption, baggage, accidental death and dismemberment, collision damage) for both Affinity Markets and Group Benefit programs.  The incumbent will be responsible for mitigating financial, legal and reputational risks for Manulife.

To be successful in this role, you must keep in mind that it is not only what you do, but how you do it as well.

Position Responsibilities:

• Work with Manulife's Third-Party Providers of emergency medical assistance who are seeking direction and advice on an active case.

• Work with Manulife's Third-Party Providers of claims seeking direction, advice or policy interpretation.

• Make final claims decisions, claims exceptions, and business decisions on contested and contentious claims.

• Handle travel litigated claims including corresponding with internal and external legal counsel, make recommendations on legal strategies and settlement offers, and represent Manulife at legal proceedings (including mediations, arbitrations, examinations for discovery, trials).

• Review and respond to appeals or correspondence submitted by lawyers on behalf of their clients.

• Investigate, resolve, and respond to Escalated Complaints submitted to, but not limited to the President's Office, the Ombud Liaison Office, Senior Management, social media and Insurance Regulators

• Conduct monthly random and/ or focused audits of travel claims (medical, out-of-country medical, visitor-to-Canada, trip cancellation/ interruption, baggage, accidental death and dismemberments) and credit card benefits (collision damage, personal effects, extended warranty) processed by Manulife's Third-Party Providers

• Assist in annual on-site audits of Manulife's Third-Party Providers of claims and assistance and perform follow-ups to ensure appropriate responses and action plans are implemented.

• Provide input on contract wording for new and existing products and plans.

Required Qualifications:

• University degree in any discipline or equivalent work experience.

• 3-5 years' experience in adjudication claims, preferably life, health or travel.

Preferred Qualifications:

• Knowledge of medical terminology, medications and their applications, diseases, tests, and treatment modes is an asset.

• Proven analytical, problem solving, decision making, and negotiation skills.

• You think big and have the ability to evaluate alternatives and assess risks in making timely and effective decisions

• You get things done together - Exceptional interpersonal skills with a high level of professionalism enabling you to build strong relationships and to collaborate effectively.

• You own it - Ability to identify potential problems and risks and be accountable for solutions.

• Exceptional customer service skills with the ability to respond under high pressure or difficult/sensitive situations

• Strong organizational skills with the ability to effectively prioritize competing tasks

When you join our team:

• We'll empower you to learn and grow the career you want. 

• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 

• As part of our global team, we'll support you in shaping the future you want to see.

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact

Referenced Salary Location

Working Arrangement

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.