Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What you’ll be doing:

You will support policyholders during travel disruptions and emergencies by coordinating timely assistance, managing complex cases, and working closely with internal teams and external service providers across the Australia and New Zealand region.

• Respond to policyholder enquiries and casework related to travel disruptions, lost belongings, medical assistance and legal referrals.
• Provide clear, accurate information on policy coverage, claims processes and next steps to customers and service partners.
• Manage inbound calls and ongoing case follow‑ups, ensuring all interactions and actions are accurately documented.
• Coordinate with hospitals, medical providers, airlines, transport services, vendors and third‑party providers to support effective resolutions.
• Liaise with family members, emergency contacts and relevant authorities during active or sensitive cases.
• Provide 24/7 emergency assistance support for travellers experiencing medical issues, accidents, natural disasters or travel interruptions.
• Escalate complex cases appropriately and collaborate with internal teams including Claims, Medical, Customer Service and Finance.
• Ensure confidential information is handled in accordance with company, client and regulatory requirements.
• Maintain a calm, professional and empathetic approach when supporting customers in stressful or emotionally challenging situations.
• Participate in regular coaching sessions to support skill development, performance improvement and open communication.

What skills and experience you’ll bring on this journey:

You will have the resilience, communication skills and judgement needed to support customers effectively in time‑critical and emotionally sensitive situations.

• At least 2 years’ experience in customer service, ideally within the travel, assistance, insurance or hospitality industries, supported by a diploma or equivalent qualification.
• Fluency in spoken and written English; experience supporting customers across the Australia and New Zealand markets is an advantage.
• Willingness to work on a 24/7 rotational shift schedule.
• Proven ability to communicate clearly, calmly and empathetically with customers during stressful or urgent situations.
• Strong active listening and interpersonal skills, with the ability to quickly assess needs and provide appropriate solutions.
• Demonstrated problem‑solving and reasoning skills, including the ability to manage complex or high‑pressure cases with composure.
• Ability to self‑regulate emotions, de‑escalate challenging situations and provide reassurance to distressed customers.
• Experience reviewing documentation from customers and service providers, with sound attention to detail and analytical judgement.
• Confidence in liaising and negotiating with airlines, vendors and third‑party service providers.
• Strong computer literacy, organisational skills and the ability to manage multiple cases in a fast‑moving environment.
• A collaborative team player who values reliability, professionalism and accountability.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.  

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey. 

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

We also offer some fantastic benefits including:

• Flexible working opportunities
• 16 days annual leave
• Personal and family health insurance coverage
• Life insurance
• Employee rewards and recognition schemes

Appy today and let’s go to great places together!

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