Claims Phone Agent

Animal Friends Pet Insurance Ltd; Bulford; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Salary £25,300 pa

25 holiday days + birthday off

Health care cash plan

Pension

Wellbeing support

Pet insurance discount

Job summary

Animal Friends Pet Insurance Ltd. is seeking a Claims Phone Agent to join our compassionate Claims Team in the UK. You will handle claims via phone, chat and email, guiding customers with care from submission to resolution.

The role is full-time with Monday–Friday hours 9:00am–5:00pm. Expect friendly induction and ongoing support as you learn our processes and contribute to a supportive customer journey.

Qualifications

• Experience working in a remote or contact centre environment.
• Excellent communication and empathy to support customers.
• Able to manage high call volumes and repetitive tasks with positivity.

Responsibilities

• Be first point of contact for customers making a claim by phone, Live Chat, or email.
• Provide expert guidance and real-time support across all claims stages.
• Support pet parents in emotional situations, including bereavement and difficult decisions.
• Collaborate with Technical, Offshore, and Operational teams to deliver service.
• Suggest improvements to the claims process based on customer feedback.

Skills

Remote/Contact centre experience

Empathy and communication

High call-volume handling

Microsoft Office proficiency

Insurance claims knowledge

Job description

Are you passionate about helping people and pets?

We’re on the lookout for a Claims Phone Agent to join our friendly, compassionate, and hardworking Claims Team.

This role is at the heart of our customer journey — guiding pet owners with care and empathy from the moment a claim is made to its final resolution.

This is a full-time position responsible for covering our customer support hours, working Monday to Friday from 9:00am to 5:00pm.

Our Claims Phone Agents will all start on Monday 18th January and there will then be a 4-week virtual induction/training

• £25,300pa
• 25 holiday days (plus your birthday off)
• health care cash plan
• pension
• wellbeing support
• pet insurance discount

What we look for you in you as a Claims Phone Agent:

• Experience working in a remote or contact centre environment.
• The communication skills and empathy to make people feel heard and supported.
• Ability to manage high call volumes and repetitive tasks while staying focused and positive.
• Computer-literacy (comfortable with Microsoft Office and databases).
• Experience in or understanding of insurance – especially within claims - is a big plus.

What You’ll Be Doing as a Claims Phone Agent:

• Be the first point of contact for customers making a claim — by phone, Live Chat, or email.
• Offer expert guidance and real-time support across all stages of the claims process.
• Support pet parents in emotional and sensitive situations — including pet bereavement and difficult claim decisions.
• Collaborate with colleagues in Technical, Offshore, and Operational areas to deliver top-tier service.
• Continuously improve our claims process by sharing insights and championing the customer voice.

Why choose Animal Friends

Animal Friends has been supporting UK pet owners for more than 25 years with our comprehensive and meaningful pet insurance. We are not only an award-winning business but one of the largest pet insurance providers in the UK. But we’re not like other leading UK pet insurers, we were built to be unmistakably different – giving back to incredible animal welfare and conservation charities, at home and around the world, as they fight to support and care for vulnerable pets, wildlife, and habitats. So far, we’ve helped support over 800 charities and conservancies across the UK and worldwide and donated over £8.5 million and continue to use our voice and platform to fight for positive change. We believe that even the smallest act can make a big difference.

We understand that our success is only possible because of how we work together, which is why our company values of being courageous, kind-hearted and passionate are the heart of what we do – and we simply wouldn’t be who we are today without our colleagues, who embody these values every day.

We are part of Doubtless Pet Care, one of the largest pet insurance and services organisations globally, with over 4,500 colleagues supporting over 6 million pets across the globe. Our passion for pets powers our purpose to help pet parents get better access to better care, so they can focus on the joy that happy healthy pets bring to their lives.

Our recruitment process

As an FCA regulated business, we require successful applicants to clear our pre-employment screening process which includes a credit check and references checks. Under the latest UK Right to Work regulations, we will require successful applicants to evidence their right to work in the UK, either in person, online, or digitally via a third party subject to circumstances.

Please be aware this advert will remain open until the vacancy has been filled rather than the advertised closing date. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.

Hours

37.5 per week, Monday to Friday, 9am - 5pm