Claims Assessor

Vetsure Pet Insurance; Hatfield; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Free parking

25 days annual leave + bank holidays

3% pension contribution

Employee Assistance Programme

Buy/sell annual leave

Job summary

Vetsure Pet Insurance in Hatfield is seeking a detail-oriented Veterinary Nurse to join our claims team. You will assess, administer, and settle pet insurance claims with accuracy, working closely with veterinary practices, customers, and internal teams to ensure high standards of service.

Qualified Veterinary Nurse with FCA/GDPR knowledge is essential. You will handle claims queries, maintain data accurately, and contribute to continuous process improvements in a collaborative environment.

Qualifications

• Qualified Veterinary Nurse with registration or eligible to register.
• Previous claims assessment experience is preferred.
• Good understanding of FCA and GDPR requirements.
• Experience using CRM systems and accurate data handling.

Responsibilities

• Assess and process pet insurance claims accurately and professionally.
• Liaise with veterinary practices, customers, and internal teams.
• Ensure compliance with FCA, GDPR and company policies.
• Provide high-quality customer service and timely communications.
• Support claims queries and provide training as required.
• Contribute to system testing and process improvements.

Skills

Customer focus

Complaint handling

Verbal communication

Written communication

Attention to detail

Time management

Independence

Education

Qualified Veterinary Nurse

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

United Kingdom - Hatfield, Hertfordshire

Vetsure is a fast-growing SME providing a range of services to independent vets across the UK including pet insurance, buying group services and facilities management services to enable vets to collect monthly direct debits for pet health plans.

The company is experiencing exceptional growth and now turns over in excess of £50m.

The positive values woven into the fabric of Vetsure, stem from our love of pets and our passion for care, support and well-being. This culture extends throughout our team too, and we strive to create an inclusive and engaging environment where all our employees feel valued and able to thrive.

Key facts about the role

Contract Type: Full time, permanent

Hours: 37.5 hours per week, Monday – Friday

Location: Hatfield, Hertfordshire

• Free parking


• 25 days annual leave plus bank holidays. Following 3 years continuous service, annual leave will increase by 1 additional day per completed year of service up to a maximum of 28 days


• 3% pension contribution when you contribute 5%


• An Employee Assistance Programme


• Buy or sell annual leave

Once you pass your probation

• 2 days additional annual leave to settle a new cat or dog into your home


• 1 day additional annual leave to move to a new home


• Discounted pet insurance


• Optional enrolment onto our Vitality Healthcare scheme with a £30.00 contribution each month made by the company towards your premium.

Reports to: Claims Manager

Job Description

We are seeking a detail-oriented and compassionate Claims Assessor to join our team in Hatfield. In this role, you will assess, administer, and settle pet insurance claims with accuracy, professionalism, and care. You will work closely with veterinary practices, customers, and internal teams to deliver a consistently high standard of service, while supporting our compliance, quality, and operational objectives.

This opportunity would suit a qualified Veterinary Nurse who is passionate about excellent service and enjoys working as part of a collaborative, forward-thinking team.

Main Duties

• Claims Assessment: Accurately assess and process pet insurance claims in line with company policies and regulatory standards.


• Customer Service: Act as a first point of contact for customer queries and complaints, delivering clear, professional, and empathetic communication.


• Stakeholder Relationships: Build and maintain positive relationships with veterinary practices to support claims processes and partnership development.


• Communication: Handle interactions with customers, veterinary groups, and third parties professionally across all communication channels.


• Compliance and Quality: Ensure adherence to FCA regulations, TCF principles, GDPR requirements, and company policies.


• Administration: Complete administrative duties accurately, ensuring data is entered and maintained to a high standard.


• Team Collaboration: Support Veterinary Relationship Managers and other teams with claims queries, training sessions, and initiatives.


• Continuous Improvement: Contribute to system testing, process enhancements, and product updates where required.

Person Specification

• Strong customer focus, with the ability to show empathy and professionalism


• High standard of complaint handling


• Excellent verbal, written, and listening communication skills


• Strong attention to detail with a methodical, organised approach


• Positive, proactive attitude with flexibility to adapt as the company grows


• Effective time management and planning skills


• Ability to work independently and as part of a team


• Confident using Microsoft Excel, Word, and PowerPoint

Qualifications and Experience

• Qualified Veterinary Nurse (essential)


• Previous claims assessment experience (preferred)


• Good understanding of FCA and GDPR requirements.


• Experience using CRM systems and managing data accurately.

Key Relationships

Internal:

• Claims Manager: Process adherence and performance support.


• Compliance and Regulatory Teams: Ensuring compliance with industry standards.


• Veterinary Relationship Managers: Collaboration on operational and customer support.

External:

• Veterinary Practices: Managing claims queries and supporting partnership development.


• Customers: Delivering excellent service throughout the claims process

Why Join Vetsure?

At Vetsure, we are proud to offer a supportive, collaborative working environment where people feel valued and respected. We are passionate about the wellbeing of pets and the people who care for them, and we aim to provide an excellent experience for both customers and colleagues.

We invest in our people, offer opportunities for personal and professional development, and create a workplace culture where success is shared, and achievements are recognised.

If you are looking for a meaningful career in a business that cares, we would love to hear from you.

Disability Confident Employer

Vetsure is a Disability Confident employer, part of a voluntary government scheme. We are committed to fairly assessing,employingand supporting disabled employees through reasonable adjustments and an inclusive culture.

We offer interviews to disabled candidates who meet the essential criteria outlined in this job description. However, where application volumes are exceptionally high and it may not be practical to offer interviews to everyone, we will take through a fair and proportionate number, offering interviews to those disabled candidates who best meet the criteria.