Remote Pet Claims Champion

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

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