Claims Service Champion - Pet Insurance

Vets for Pets; United Kingdom; Remote; GBP 26,000 - 36,000; Full time

Job summary

Pets Insurance is building a pet-first claims service and seeks a Claims Service Champion to ensure fast, accurate and empathetic processing of insurance claims. You will be the main contact for customers and veterinary practices, guiding them through the journey and gathering necessary information for assessment.

Join a start-up style team within a larger organisation, focused on delivering exceptional service and a great customer experience while supporting colleagues and continuously

Qualifications

• Customer service experience within pet insurance.
• Excellent written and verbal communication skills.
• Strong organisational skills and attention to detail.
• Experience managing multiple tasks and systems effectively.
• Confidence handling challenging conversations and resolving customer queries.
• A calm, empathetic and customer-focused approach.
• A team-oriented mindset with a willingness to support colleagues and share knowledge.

Responsibilities

• Handling claim submissions and pre-authorisation requests, ensuring they're accurately triaged and ready for assessment.
• Communicating with customers and veterinary practices to obtain any missing information efficiently and proactively.
• Providing clear, empathetic support via phone, email and live chat.
• Keeping customers informed throughout their claims journey and managing expectations with care and transparency.
• Checking documentation for completeness and accuracy before passing claims to assessors.
• Maintaining accurate records and updating systems with clear notes and progress updates.
• Supporting customers, vets and treatment providers with queries, ensuring service standards are consistently met.
• Handling early-stage complaints professionally and empathetically.
• Working closely with Claims Assessors and colleagues to prioritise cases and ensure smooth claim progression.
• Identifying opportunities to improve processes and enhance the customer experience.

Skills

Customer service

Pet insurance knowledge

Communication skills

Organisational skills

Attention to detail

Multi-tasking

Empathy

Team player

Tools

CRM systems

Job description

Champion great service. Support smooth claims journeys. Make a real difference for pets and their people.

Location: Remote working with travel required up to once per month (expenses covered)

About Us

At Pets Insurance, we're here to make pet insurance simpler, clearer and easier to understand.

As part of Pets at Home, we're proud to help create a better world for pets and the people who love them. We're growing our team and looking for passionate, customer-focused individuals who care about pets as much as we do and want to make a real difference when customers need us most.

This is an exciting opportunity to join a growing business, help shape what's next, and be part of a team that's all for pets.

About the Role

We're building an insurance service that truly puts pets first, and we're looking for a Claims Service Champion to help deliver exceptional customer experiences throughout the claims journey.

As the key point of contact for customers and veterinary practices, you'll play a vital role in ensuring claims are progressed quickly, accurately and with empathy. You'll gather information, support customers through what can often be a stressful time, and make sure every claim is ready for assessment.

If you're organised, customer-focused and passionate about delivering great service, this is an opportunity to make a meaningful impact every day while helping shape a brand-new insurance proposition.

As a Claims Service Champion, you will be responsible for:

• Handling claim submissions and pre-authorisation requests, ensuring they're accurately triaged and ready for assessment
• Communicating with customers and veterinary practices to obtain any missing information efficiently and proactively
• Providing clear, empathetic support via phone, email and live chat
• Keeping customers informed throughout their claims journey and managing expectations with care and transparency
• Checking documentation for completeness and accuracy before passing claims to assessors
• Maintaining accurate records and updating systems with clear notes and progress updates
• Supporting customers, vets and treatment providers with queries, ensuring service standards are consistently met
• Handling early-stage complaints professionally and empathetically
• Working closely with Claims Assessors and colleagues to prioritise cases and ensure smooth claim progression
• Identifying opportunities to improve processes and enhance the customer experience

About You - what you'll bring to the role

This role sits within our new pet insurance proposition - a fast-moving, start-up style environment within the larger organisation. To make an immediate impact, we're looking for candidates with proven experience in the pet insurance sector, who can hit the ground running and contribute from day one.

• Customer service experience within pet insurance
• Excellent written and verbal communication skills with the ability to explain information clearly and confidently
• Strong organisational skills and a high level of attention to detail
• Experience managing multiple tasks and systems effectively
• Confidence handling challenging conversations and resolving customer queries
• A calm, empathetic and customer-focused approach
• A team-oriented mindset with a willingness to support colleagues and share knowledge

It would be great if you also have:

• Experience within insurance claims administration, particularly pet insurance
• Veterinary practice or veterinary administration experience
• Knowledge of FCA Consumer Duty principles

Why Join Us?

You'll be part of a supportive, pet-loving team helping to build something special from the ground up. Every day you'll have the opportunity to make a difference for pets, their owners and veterinary practices while developing your career in a growing business.

Pets just see people. They aren't biased and they don't discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don't perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.

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