Claims Team Lead

Petcover; Melbourne; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Professional development

Discounts on pet insurance products

Inclusive company culture

Job summary

Petcover Aust Pty Ltd is seeking a dedicated Claims Manager to join our team in Tullamarine, VIC. This full-time role supports the AU claims leadership, delivering exceptional customer service and efficient processing of pet insurance claims.

The role requires strong leadership, knowledge of pet claims processes and regulatory compliance, and a focus on coaching and developing team members to meet SLAs and KPIs. Located in Melbourne area with on-site work expectations.

Qualifications

• Proven leadership experience in claims teams.
• Knowledge of claims processes and regulatory compliance in pet/ veterinary sector.
• Strong communication skills with stakeholders.
• Analytical ability to identify trends in claims data.
• Ability to coach and mentor junior staff.
• Customer service excellence in difficult conversations.

Responsibilities

• Ensure SLAs and KPIs are met and regulatory standards are complied with.
• Supervise investigation and settlement of claims within the team.
• Lead team meetings and align with business goals.
• Conduct 1-2-1s, set objectives and development plans.
• Manage HR activities for direct reports (recruitment, performance, reviews).
• Provide training and development for the team and assist with audits.

Skills

Leadership

Claims processes

Data analysis

Communication

Coaching

Customer service

Education

Veterinary qualification

Job description

Petcover Group is a leading provider of innovative pet insurance solutions across Australia, New Zealand the UK and Europe. With a strong focus on customer service and a deep commitment to the wellbeing of pets, we are passionate about helping pet owners navigate the complexities of caring for their furry, feathered, or scaled companions. Join our team and be a part of our mission to provide the best possible support and protection for pets across Australia.

We are seeking a dedicated Claims Manager to join our team in Tullamarine, VIC. You will play a vital role in supporting the leadership of our AU claims division as well as providing exceptional customer service and efficiently processing insurance claims for our valued pet owners. This full-time position offers an opportunity to contribute to the growth and success of our organisation.

Purpose

Support the team leader in developing and managing an effective claims team.

Responsibilities and Activities

Ensure company SLAs and KPIs are met, and that regulatory standards are complied with

Supervising of the investigation and settlement of all claims within the team

Identify and analyse patterns, trends and concerns relating to claims. Report on these to the Head of Claims and other senior level stakeholders.

Maintain awareness of and contribute to fraud prevention practices

Following up on all reinsurance/recover claims to ensure the Company recovers claims costs where appropriate.

Lead team meetings and ensure the team are aligned with overall business goals and targets.

Carry out regular 1-2-1’s with the team, setting objectives and personal development plans to manage and drive performance. Assisting with coaching and mentoring where needed.

Manage HR related activities for your direct reports including recruitment, performance management and reviews etc.

Ensure that team training and development needs are met.

Collate data to create reports and make recommendations for management review.

Undertake regular learning and development in line with company and regulatory requirements.

Taking escalation calls and assisting with disputed claims

Assist with underwriter audits and requested information when needed

Able to take on increased responsibility and own tasks where required.

General administration tasks and ad-hoc duties

Required Skills

Strong leadership and team support skills

Solid knowledge of claims processes and compliance within the pet and veterinary industries.

Knowledge or qualification in veterinary practices

Excellent verbal and written communication skills, with the ability to support the team in stakeholder interactions.

Strong analytical skills with the ability to identify trends and interpret claims data.

High level of customer service skills, able to support difficult conversations with empathy and professionalism.

Ability to coach and mentor junior claims staff, fostering skill development and operational consistency.

What we offer

At Petcover Aust Pty Ltd, we are dedicated to creating a collaborative and supportive work environment that values our employees. We offer a range of competitive benefits, including:

Opportunities for professional development and career advancement

A range of discounts on our pet insurance products

A friendly and inclusive company culture that celebrates diversity and fosters a sense of community