Policy Expert is a forward-thinking business that loves to get things done. Having achieved rapid growth since being founded in 2011, we've won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK's No.1-rated home insurer by Review Centre since 2013. You’ve spent years in practice using clinical judgment, calming anxious owners, and making tough decisions when pets aren’t well. This role lets you use that experience differently. As a Senior Pet Claims Assessor, you stay close to the clinical detail without the consult room pressure, using your veterinary knowledge to make fair, accurate decisions and help pet owners through stressful moments when clarity really matters. When pets are unwell, owners are worried, emotional, and relying on us to get things right. This role exists to bring clarity, fairness, and empathy to those moments. As a Senior Pet Claims Assessor, you are the clinical and decision-making voice within our Pet Claims team. You’ll support Claims Handlers, assess complex claims, and ensure decisions are accurate, consistent, and customer focused. What's in it for you: This role will be based in our Motherwell office Career Development and professional qualifications ️Enhanced Holiday, Maternity and Paternity Packages Social events throughout the year and vibrant workplace atmosphere Employee Wellbeing Programme Buy and Sell Holiday Scheme Life Assurance x4 your salary Prayer room in office Financial Wellbeing Support through Bippit "98% of our colleagues stay because of location and the collaborative, people-first culture we've built" Purposeful roles. Exceptional teams. A people first culture built by you! The Role: Being the Clinical Voice Act as the go-to clinical expert for the Claims team. Review pet insurance claims end-to-end, applying clinical knowledge or claims expertise to ensure accurate, fair outcomes. Support Claims Handlers by explaining treatment plans, diagnostics, procedures, and clinical notes in plain language. Creating Calm in Stressful Moments Help the team deliver a compassionate, customer-first claims journey. Support complex or sensitive customer interactions, including complaints requiring clinical or claims insight. Clearly communicate decisions, eligibility, and next steps with empathy and professionalism. Claims Validation & Decision Making Assess treatment histories, invoices, estimates, and medical records. Identify pre-existing conditions, inconsistencies, or missing information. Ensure decisions align with policy wording, veterinary best practice, and internal guidelines. Escalate risks or concerns appropriately and confidently. Vet Practice & Stakeholder Liaison Liaise directly with veterinary practices to request clarification, treatment histories, or additional information. Build strong professional relationships with practice teams to support efficient, accurate claim resolution. Operational Excellence & Improvement Maintain high standards of accuracy, quality, and efficiency. Contribute insight to improve processes, cost control, and customer experience. Accurately document decisions and data to support reporting and continuous improvement initiatives. Who This Role Suits We’re open to two strong backgrounds: Veterinary Experience RVN or equivalent, with 3 years in general practice. Confident interpreting diagnostics, procedures, and treatment plans. Looking to apply clinical expertise in a senior, non-practice role. Pet Insurance Claims Experience Strong background in pet insurance claims assessment. Confident with policy wording, eligibility, and decision-making. Comfortable working with clinical information and vet practices. Experience across both is ideal, but not essential. What You Bring Sound judgment and attention to detail. Clear, compassionate communication. Confidence making and explaining decisions. Ability to manage multiple cases in a structured environment. Calm, professional approach in emotionally charged situations. A genuine care for pets and the people who love them. Why Join You’ll be trusted to make meaningful decisions, supported by a team that cares about quality, fairness, and animal welfare. This is a senior role where your expertise actually matters. Our application process consists of: 1) A telephone/teams call with one of the talent team 2) A teams interview with a representative from the claims teams 3) A face to face interview Apply Now ✉️ Ready to take your career to the next level? Apply today to join our growing team and help shape the future of our business! This isn't just a role – it's an opportunity to be part of something special. If you want to make your mark in a growing, forward-thinking company, we'd love to meet you! What We Stand for and Next Steps "We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual's skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment" At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support. We aim to be in touch within 7 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.