We are seeking an experienced Pet Claims Handler to join our dynamic team. In this role, you will be responsible for processing pet insurance claims, supporting our clients through the claims journey, and ensuring a high standard of customer service.
1. Provide a market-leading standard of customer service.
2. Treat customers fairly in line with FCA requirements.
3. Understand general insurance procedures and take appropriate actions.
4. Adapt to varying work volumes and work effectively under pressure.
5. Demonstrate resilience by maintaining drive and enthusiasm despite setbacks.
6. Assist in compiling statistics and spreadsheets for MI purposes.
7. Empathise with customers following pet injuries or illnesses.
8. Maximise business profit through effective call handling and working towards KPIs and performance targets.
9. Support flexible working to meet business needs.
10. Handle difficult and contentious calls, including managing complaints fairly and within regulatory guidelines.
11. Identify fraudulent claims and refer them to the Team Leader, Technical Lead, or Manager.
12. Handle all aspects of the job efficiently to create a positive impression on colleagues, management, business partners, and customers.
13. Explain policy limitations clearly to policyholders while providing excellent customer care.
14. Support the Manager, Team Leader, Technical Lead, and Account Executives in scheme and service development.
15. Prepare detailed correspondence to policyholders and veterinary practices.
16. Accurately assess pet claims, identify underwriting ambiguities, and create change requests to reduce complaints and dissatisfaction.
17. Liaise with external suppliers such as veterinary practices and insurers to ensure smooth claims process management.
Summary of Skills
Behavioural
* Ability to work under pressure.
* Resilience in overcoming objections and handling criticism.
* Acts with integrity.
* Approachable and efficient.
* Assertive and confident.
* Ability to work independently and collaboratively.
* Professionalism towards colleagues and management.
* Flexible and organized.
* Willingness to learn and develop.
* Good attendance and punctuality.
* Effective oral communication skills.
* Team-oriented and accountable.
Technical
* Good written communication and letter-writing skills.
* Basic to fair knowledge of veterinary conditions and medications is advantageous.
* Knowledge of insurance products is beneficial.
* Ability to prioritize and multitask effectively.
We are a dynamic and diversified insurance intermediary group providing specialist insurance solutions across the UK and internationally.
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