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Full-time, £45,000 - £47,000 per annum
Ref: 31387
Salary: £45,000 - £47,000 per annum
Hours: Full-time
Contracted Hours: 39
Contract Type: Permanent
Location: Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3RN
Description
Technical Claims Lead
* Remote with a monthly in-person team day at the Insurance Support Office (location tbc)
* Attendance at other national meetings, and the Pets at Home Support Office in Handforth, Cheshire, as required.
* Up to £47k plus Comprehensive Benefit package
About Us
"We’re all for pets, what we do matters for pet owners across the UK. This is more than a business, it’s a responsibility. It’s a promise and commitment we make each day to provide excellent care for each pet that comes through our door.
Pets at Home’s vision, to create a better world for pets and the people that love them, is about to be realised further as we enhance our overall offering to pets and owners, through the introduction of our insurance product. We are embarking on a mission to redefine the personal insurance experience through data-driven innovation and advanced technology, with a wrap-around customer experience that embodies our ethos and values.
Our Operations team is the beating heart of this exciting new adventure. With a future-focused approach and cutting-edge technology at our side, we're creating an insurance experience that's fast, seamless, and truly customer-first, all while keeping the warmth, empathy, and personal touch that pets, and their families, deserve and love.
This is your chance to be part of something truly transformative; to help build an insurance experience that puts pets and their families at the very heart of everything we do.
We’re looking for people who are not afraid to think big, take risks, and challenge the status quo. If you’re driven by excellence, passionate about making a difference, and ready to be part of a team that’s changing the future of pet insurance, then this could be the opportunity for you.
About The Role
At the heart of this role is ensuring the best possible outcomes for our customers and their pets, delivering a compassionate and seamless claims journey that promotes trust, and prioritises the health and well-being of pets with fair, transparent, high quality, and speedy claims resolutions.
As such, we are seeking a registered Veterinary Nurse with a wealth of claims handling expertise, as well as in-depth knowledge of claims processing efficiencies, fraud detection, leakage mitigation, quality control, plus a passion for training and mentoring others.
This is a crucial role in the development and shaping of the claims function, using the latest technology combined with claims and customer service expertise to ensure we deliver the most efficient and unparalleled experience for our customers.
As Pet Claims Technical Lead, this role will see you operating, leading, and influencing:
Technical Expertise
* Act as the technical expert for the team, providing advice on complex claims, medical conditions, veterinary terminology, and pet health, to ensure fair and accurate decision-making.
* Review and approve high value claims and complex decisions.
* Own the full lifecycle of the most complex cases, including those requiring pre-authorisation.
* Maintain an expert-level understanding of veterinary practices, terminology, and procedures to support claims assessments.
Tooling, automations, AI, and process enhancements
* Building and continuously improving the requirements for AI models, accurately classifying claims decisions. Use your veterinary and claims expertise alongside the policy terms and FCA regulations to ensure precision.
* Work closely with our teams to implement and refine system tools and automated decision-making processes. Your claims knowledge and veterinary insights will be crucial in defining rule-based parameters and validating automation and AI outputs to enhance claim decision speed and accuracy.
* Champion pet and customer-centric operational processes that build trust and loyalty, ensuring swift resolutions that minimise effort for pet owners and vets, and support the health of pets.
Training and Development
* Develop and deliver technical training materials, resources, and interactive workshops for the claims team, ensuring up-to-date knowledge of the underwriting requirements, policy terms, regulations, fraud detection and prevention, and veterinary practice.
* Support the onboarding and continuous professional development of claims handlers.
* Liaise with underwriters, policyholders, and veterinary practices on complex cases.
Claims and service quality, leakage assessment & audit
* Support with reviewing claims end to end to check for accuracy, alignment with our underwriting criteria and policies, as well as regulatory requirements, including compliance with Consumer Duty and CIDRA.
* Ensure claims decisions are handled empathetically and transparently, supporting positive experiences for the customer and their pet.
* Conduct leakage analysis to identify opportunities to improve operational efficiency and mitigate risks.
* Monitor and assess fraud indicators within claims and operational processes, identifying potential gaps and taking necessary actions.
About You – what we would like you to bring to our role
We are seeking a qualified Registered Veterinary Nurse (RVN) with a current RCVS registration, and ideally with CII FIT and/or CERT.
With solid exposure within pet insurance (ideally c5 years in pet insurance claims handling), and possessing a deep understanding of pet insurance products, claims lifecycle, and complex claims assessments, you will be able to demonstrate good knowledge of Consumer Duty, CIDRA, fraud indicators, leakage, and quality control principles in an insurance setting.
With an innate commitment to delivering exceptional customer experiences and promoting the well-being of pets throughout the claims process, you will be a clear, articulate and confident communicator – able to engage and influence key stakeholders. Able to communicate complex information effectively to both technical and non-technical audiences, you will ensure all parties understand and are confident and comfortable with the status of play.
Highly focused on continuous improvement, measuring outcomes based on data, trends, analysis and review, you will create and deliver training, mentoring team members to improve their technical skills, performance and provision of service excellence to our customers.
This is a pivotal role for us and a unique opportunity for you to join us at the beginning of our next stage of product and service evolution.
Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!
Organisation: Pets at Home
Date Posted: 30-04-2025
Expiry Date: 14-05-2025
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Engineering and Information Technology
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