Pet Claims Handler
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.
Key Responsibilities
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 amidst 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 meeting KPIs and performance targets.
9. Support the business by working flexibly to meet needs.
10. Handle difficult and contentious calls appropriately, including managing complaints fairly within regulatory guidelines.
11. Identify fraudulent claims and refer them to the Team Leader, Technical Lead, or Manager for advice and action.
12. Handle all aspects of the job efficiently to create a positive impression.
13. Explain policy limitations clearly to policyholders while providing excellent customer care.
14. Support scheme and service development initiatives alongside managers and team leaders.
15. Compile 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 management.
Summary of Skills
Behavioural
* Ability to work under pressure.
* Overcome objections and handle constructive criticism well.
* Act with integrity and professionalism.
* Approachable, efficient, and assertive.
* Work independently and collaboratively.
* Demonstrate professionalism and flexibility.
* Pay good attention to detail and be well-organized.
* Maintain a positive attitude towards learning and self-development.
* Maintain good attendance and punctuality.
* Possess good oral communication and customer service skills.
* Promote teamwork and patient in interactions.
* Take accountability for actions.
Technical
* Good computer skills.
* Excellent written communication and letter writing skills.
* Basic knowledge of veterinary conditions and medications is advantageous.
* Good understanding of business and insurance products is advantageous.
* Ability to prioritize workload and multitask effectively.
REF- (Apply online only)
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