Pet Claims Advisor

Direct Line; Bristol; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

A leading insurance company in Bristol is seeking a Customer Claims Advisor to manage pet claims. You will handle calls from customers and their vets, providing empathetic support and facilitating claim processes. The ideal candidate is dedicated to outstanding customer service, has strong multitasking abilities, and is comfortable using IT. This role offers a starting salary of £24,570 with excellent benefits and hybrid working. Join a supportive team and make a positive impact on customer experiences.

Benefits

9% employer contributed pension

22 days holiday allowance

50% off insurance products

Health and Dental insurance options

EV car scheme

Employee discounts

Qualifications

• Strong customer service skills and a commitment to high-quality work.
• Ability to thrive in a fast-moving environment while managing multiple tasks.
• Contact centre experience is preferable.

Responsibilities

• Handle calls from customers and vets, addressing queries.
• Manage pet claims from registration through to settlement.
• Provide empathetic support to customers.

Skills

Customer service

Team player

IT skills

Multitasking

Proactive attitude

Tools

Microsoft Outlook

Office Applications

Job description

Overview

Bristol - Hybrid (2 days a week in the office). Full Time, 37.5 hours a week. Starting salary of £24,570 (increased dependent on skills and experience) plus additional benefits.

About Us
DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them, you’ll have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your very best.

What You'll Be Doing

In this role, you’ll handle calls from both customers and their vets, addressing queries and finding tailored pet claims solutions to meet each customer’s unique needs. You'll manage pet claims and guide customers through what can often be a stressful process, providing empathetic and professional support.

You’ll assess claims from registration through to settlement, make fair and informed decisions based on policy coverage and veterinary information, and provide clear updates to manage customer expectations.

What We're Looking For

• Capable of thriving in a dynamic, fast-moving environment while effectively managing multiple tasks and prioritising workload.
• A strong team player with a proactive attitude, eager to learn and support colleagues.
• Dedicated to providing outstanding customer service—someone who takes pride in high-quality work and always puts the customer first.
• Comfortable handling digital and online tasks, with solid IT skills and previous experience using software such as Microsoft Outlook and Office Applications.
• Open to change and innovation, with a willingness to contribute ideas that enhance the customer experience.
• Contact centre experience is preferable.
• Knowledge of pet insurance, veterinary terminology, or experience in a related field (e.g., animal care, veterinary admin) would be an advantage but is not essential—we’ll provide training.

Hours

37.5 hours, Monday to Friday 8am to 6pm – shifts will be within these hours.

Benefits

We recognise we wouldn’t be where we are today without our colleagues, that’s why we offer excellent benefits designed to suit your lifestyle:

• 9% employer contributed pension
• 22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
• 50% off home, motor and pet insurance, plus Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way
• Buy as you earn share scheme
• Save as you earn
• Employee discounts and cashback
• Plus, many more

We want everyone to get the most out of their time at DLG. Which is why we’ve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like – and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They’re about recognising who you are and the life you live.

Be yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.