Claims Handler

Many Group; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading pet insurance company is looking for a Claims Handler to manage the claims process efficiently. In this role, you will oversee claims from start to finish, ensuring accuracy and compliance while providing excellent customer service. Ideal candidates will have strong communication and organizational skills and a positive attitude. Join the team at Many Group to make a positive impact on pet health and wellbeing.

Benefits

Best-in-class technology support

Flexible home office setup

Qualifications

• Proven ability to manage claims efficiently and accurately.
• Strong communication skills to liaise with customers and vets.
• Experience handling complaints effectively and empathetically.

Responsibilities

• Oversee the claims process from initial notification to final settlement.
• Conduct investigations prior to claim decisions.
• Ensure compliance with service standards and financial targets.

Skills

Attention to detail

Communication skills

Empathy

Problem-solving skills

Organizational skills

Job description

About us

We love pets - which is why we’re on a mission to make the world a better place for pets and their parents. We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day. Our company is respectful, fun-loving and passionate about pets and their wellbeing. Throughout our business you'll meet people who think differently, aim for impact, and love to try new things. Want to join our pack? Join us. Love every moment. Love ManyPets.

Claims Handler

A day in the life

As a Claims Handler at ManyPets, your responsibilities are to oversee the claims process for customers. You will manage and handle claims from initial notification through to final settlement, validating policy cover and the claim. You’ll ensure requests are handled properly, dealt with at pace, and with plenty of empathy.

You will also carry out investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim. You’ll also make sure our service and compliance standards are met - and our own financial and operational targets are achieved. You will also manage vet or customer calls relating to the claims process.

Leveraging your attention to detail, you'll meticulously record customer interactions on our systems capturing all the details required and follow up on associated tasks until they’re resolved. Liaising with our internal teams, you'll gather information to address complaints effectively while adhering to regulatory customer handling requirements.

Core deliverables

• Claims champion: responsible for validating and processing claims efficiently - and to agreed timelines.
• Positive approach: Approach customer interactions with a positive attitude and provide clear updates via phone and email.
• Team collaboration: Work closely with other teams to ensure timely resolution of queries and serve as a point of contact for internal colleagues.
• Organisation skills: Control our claims spend and ensure accurate admin and data is captured.
• Communication skills: Communicate effectively with customers and internal teams, ensuring best outcomes for both.

Skills and competencies

• Manage and handle claims from initial notification through to final settlement, validating policy cover and the claim.
• Liaise with customers and vets (via telephone and email) to fully articulate outcomes and eligibility.
• Carry out investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim.
• Deliver to our targets and keep us in line with our service level agreements and key performance indicators.
• Analyse situations, identify issues, and find effective solutions to resolve claims queries and complaints.
• Handle complaints constructively and in line with company and Financial Conduct Authority guidelines, escalating when a solution cannot be found.
• Make sure all fraud controls and processes are followed, delivering quality at every touchpoint.

Positive Approach

• Maintain a positive attitude, even in stressful situations, to contribute to the customer experience that will foster loyalty.
• Remain patient and show empathy towards customers, especially in challenging situations about their claim, to build rapport and trust.
• Complete payment authorisations and quality assessments as needed.
• Regularly track and evaluate your progress towards goals, adjusting as necessary to stay on track.
• Actively acquire knowledge of regulatory procedures, our products, and services to provide accurate information and assist customers effectively.
• Learn and implement new regulatory procedures. Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience.

Team Collaboration

• Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve customer service delivery.
• Play an active part in the development and training of your colleagues, ensuring the wider team has the best cross-functional coverage.
• Recommend suggestions to your Team Leader to make sure we're efficient, effective, and providing high-quality service, while keeping costs in mind.
• Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience and financial controls.
• Work on your own skills and performance to keep getting better at your job.

Organisational Skills

• Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner.
• Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
• Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Continuously maintain our systems through accurate data entry.
• Effectively allocate your time to address customer inquiries promptly so we can meet service level agreements (SLAs).
• Flexibly adjust your plans and workflows to accommodate shifting priorities or unexpected customer demand.

Communication Skills

• Ensure clear, polite, and empathetic communication to understand and address the customer needs and claim support.
• Handle conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive customer relationships.
• Be flexible and adaptable to navigate diverse customer interactions and adjust your approach based on individual needs.

What success looks like

• You will consistently aim to receive positive feedback from customers, earn high ratings, and foster repeat business through your exceptional claims handling support.
• You meet your targets and have consistent performance against agreed metrics.
• You successfully resolve claims queries and issues within agreed-upon timeframes, showcasing your efficiency and effectiveness in addressing customer needs promptly.
• You will demonstrate clear and effective communication with customers, colleagues, and other teams, leading to improved problem-solving, fewer misunderstandings, and smoother collaboration.
• You provide accurate information, deliver quality solutions, and offer helpful assistance to customers, ensuring their needs are met and building trust in the company's products or services.
• You consistently meet or exceed service level agreements (SLAs) and adhere to established procedures, showcasing your reliability, professionalism, and compliance with organisational standards.
• You build positive relationships with colleagues, contribute to a supportive team environment, and collaborate effectively with other departments, fostering productivity and enhancing your overall success in the role.
• You actively seek feedback, learn from experiences, and implement improvements in processes, procedures, and customer service practices to drive ongoing growth and development in your role.
• You actively look to improve your awareness of regulatory changes or process improvements.

Ways of working

On a typical day you’ll be working from a laptop with a screen, mouse, keyboard, and headset. You’ll be meeting your colleagues on Zoom and keeping in touch regularly via email and Slack too – we’d expect you to be using your computer for around seven hours a day. We’d ask that you have a distraction-free work area and a reliable internet connection with a speed of 25Mbps so you can work effectively. We’ll make sure you have the right home set-up that supports you in the role by providing best-in-class technology, money towards a desk, and vision support.

Inclusion at ManyPets

We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback. If you'd like to read more about this, please download our Approach to Inclusion policy.

Reasonable adjustments and support

If you need any help, support, or advice at any point during the hiring process please email [e-mail]. If you want to ask any questions or request an adjustment, please let us know and we'll do what we can to flex our approach.

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