Role Overview
We are looking for a candidate with experience as a technical pet claims handler and background in clinical veterinary work to join our team for a 12 month Maternity Cover position as a Technical Claims Lead. This role is office based and full time Monday to Friday, commencing January 2026.
In this role you will manage and oversee the day to day work flow for our claims administration team, provide advice and guidance for our claims assessment team and handle escalated clinical queries in line with regulatory requirements such as but not limited to Consumer Duty.
This is an exciting opportunity for to grow, expand and develop with a leading pet insurance provider in an interesting and varied role. Working with the claims team and General Manager, this position would be best suited to an experienced, motivated individual looking to take the next step in their career within the technical pet claims space.
Responsibilities
· Supervise, support and lead the claims assessors and claims administration team.
· Carry out quality assurance and audit checks on team outputs and ensure that they are in line with company and regulatory guidelines.
· Carry out regular 1-2-1's with the team, setting objectives and personal development plans to manage and drive performance.
· Plan, organise and manage the team resource, ensuring adequate resource is in place.
· Responsible for the initial handling of disciplinary matters.
· Responsible for claim pre-authorisations.
· Liaise with external veterinary clinics and hospitals.
· Ensure excellent communication is maintained throughout the life of a claim with the customer.
· Oversee and handle claims administration.
· Support and handle customer interactions relating to claims.
· Manage complex claims to completion.
· Ensure company KPI's and SLA's are met.
· Identify and analyse patterns, trends and concerns relating to claims.
· Handle escalated claim queries / complaints from the claims administration or customer service teams.
· Ensure fraud controls and processes are met.
· Assist and handle insurer requests and audits related to the claims function.
· Ensure company and regulatory requirements are met.
· Handle, monitor and oversee complaints. Provide feedback to improve products and processes to prevent and/or minimise complaints.
· Lead team meetings and ensure the team are aligned with overall business goals and targets.
· Collate data and reports relating to the claims function.
· Share knowledge and expertise across teams within the company.
· Undertake regular learning and development in line with company and FCA requirements.
· Undertake ad hoc projects on behalf senior management.
Skills & Experience:
· A minimum of 2 years in a technical pet insurance claims role is essential.
· Formal qualification and clinical experience in vet nursing is essential.
· Management experience is desired but not essential.
· Strong technical knowledge of cats, dogs, small mammals and exotics. Equine, desired but not essential.
· Excellent communication skills demonstrating empathy and understanding where required.
· Strong leadership skills with the ability to motivate and inspire a team.
· Exceptional time management skills.
· Strong decision-making skills.
· Detail-oriented with a focus on quality and accuracy.
· Willing to learn and develop.
· Driven and motivated.
· Positive and solution orientated.
· Exercise good judgement and be prepared to make decisions.
· A passion for customer service and exceeding expectations.
· Good general education, including GCSE's (or equivalent) in English and Maths.
Company Overview
Petcover is a global pet insurance provider covering all animals from budgies to bulldogs and skinks to stallions. We are the leading pet insurance provider in Australia and New Zealand and are growing rapidly in the UK and Europe.
Pets are at the heart of our business and our employees; supporting pet parents is what we do best, and why we love working at Petcover.
We pride ourselves on not only being different in terms of product quality, but service. We aim for every interaction we have with our customers to be one they leave feeling like we really care about them and their pets, because we do
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Pay: £30,000.00-£35,000.00 per year
Benefits:
* Casual dress
* Free parking
* Gym membership
* On-site parking
* Sick pay
Ability to commute/relocate:
* Haywards Heath RH16 1TX: reliably commute or plan to relocate before starting work (required)
Experience:
* Pet Insurance Claim Handling: 2 years (required)
* Veterinary: 2 years (required)
Work Location: In person