Customer PET Claims Agent - 6 month secondment

Policy Expert; Motherwell; On-site; GBP 21,000 - 27,000; Full time

Job summary

Policy Expert is seeking a Pet Insurance Claims Handler to support customers through the claims journey. You will assess policy cover, review invoices and records, and settle claims fairly and efficiently. The role involves phone, email, and written correspondence with customers and veterinary practices.

You will work within delegated authority, investigate to ensure validity, and comply with regulatory requirements while maintaining a high standard of service.

Qualifications

• Experience in customer-focused insurance or claims handling is advantageous.
• Ability to review policy wordings and determine cover accurately.

Responsibilities

• Handle pet insurance claims from initial assessment to settlement.
• Review invoices and veterinary records to verify claims.
• Investigate claims for validity and potential fraud in line with policy terms.
• Maintain compliant communication with customers and veterinary practices.
• Achieve KPIs while delivering high-quality service in a developing team.

Skills

Strong communication

Empathy

Attention to detail

Investigative mindset

Regulatory compliance awareness

Workload management

Job description

We have an exciting opportunity as a Pet Insurance Claims Handler. In this role, you'll play an important part in supporting our customers through what can often be a difficult and emotional time. You'll provide a professional, empathetic service to customers making a pet insurance claim, ensuring claims are assessed fairly, accurately and efficiently, whilst achieving the best possible outcomes for both our customers and the business. You'll primarily be responsible for handling veterinary treatment fee claims, reviewing invoices and medical records, and making decisions in line with policy terms and conditions. You'll also work closely with customers and veterinary practices through telephone, email and written correspondence.

What You'll Be Doing:

• Customer Support: Providing professional and empathetic support to customers making pet insurance claims, understanding their individual circumstances and ensuring they receive a positive experience throughout the claims journey.
• Claims Management: Managing your own portfolio of claims within your delegated authority, taking ownership of the full claims process from initial assessment and validation of policy cover through to settlement. You'll handle both new and ongoing claims, ensuring decisions are made efficiently and in line with policy terms and conditions.
• Claims Investigation & Fraud: Carrying out thorough investigations to establish the validity of claims, reviewing supporting documentation and identifying potential fraudulent activity. You'll work with experts where necessary to ensure fair and appropriate outcomes whilst managing investigation costs.
• Policy & Compliance: Reviewing policy wordings to determine cover, ensuring all claims decisions meet contractual and regulatory requirements. You'll also keep up to date with new regulatory procedures and ensure these are implemented within your day-to-day work.
• Customer Communication: Handling inbound and outbound calls, emails and written correspondence with customers and veterinary practices. You'll communicate clearly and professionally, keeping customers informed throughout the claims process and negotiating fair and reasonable settlements where required.
• Complaint Resolution: Acting as the first point of contact for customers wishing to raise a complaint, ensuring concerns are handled appropriately and in line with regulatory guidelines.
• Quality & Continuous Improvement: Completing payment authorisations and quality assessments, maintaining accurate claims records and contributing to management information (MI). You'll also have the opportunity to provide feedback and ideas to help improve our processes, systems and overall customer experience.
• Performance & Adaptability: Working towards agreed KPIs whilst maintaining high standards of accuracy, efficiency and customer service. You'll need to be adaptable and comfortable working in a developing department as our Pet Insurance Centre of Excellence grows.

What We're Looking For:

• Strong communication and interpersonal skills, with the ability to demonstrate empathy and professionalism when dealing with customers.
• Excellent attention to detail and the ability to review information carefully before making decisions.
• A logical and investigative approach, with the confidence to assess information and identify potential fraudulent claims.
• The ability to manage your own workload, prioritise effectively and work within delegated authority.
• Confidence handling telephone, email and written correspondence.
• An understanding of the importance of regulatory compliance, quality and delivering good customer outcomes.
• A flexible and proactive approach, with a willingness to learn and contribute to a new and developing area of the business.
• Previous insurance or claims handling experience would be advantageous.

Why Apply?

This is a great opportunity to help shape our Pet Insurance offering. You'll have the opportunity to build your claims knowledge, develop your investigative skills and play an important role in delivering an excellent experience for our customers.

If you're customer-focused, detail-oriented and enjoy taking ownership of a varied workload, we'd love to hear from you!

(Application close date 24th November 2026, Interviews will take place WC 30th November , please advise of any restrictions regarding interview dates at application)