Pet Claims Handler

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.

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 achieving KPIs and performance targets.
9. Support the business by working flexibly to meet needs.
10. Handle difficult and contentious calls, including managing complaints and discussing desired outcomes, ensuring regulatory compliance.
11. Identify fraudulent claims and refer to the Team Leader, Technical Lead, or Manager for advice and action.
12. Handle all tasks efficiently to create a positive impression with colleagues, management, partners, and customers.
13. Explain policy limitations clearly to policyholders while providing excellent customer care.
14. Support scheme and service development 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 to ensure smooth claims process management.

Summary of Skills

Behavioural

• Ability to work under pressure.
• Overcome objections and deal constructively with criticism.
• Act with integrity.
• Approachable and efficient.
• Assertive and confident.
• Work independently or collaboratively.
• Maintain professionalism at all times.
• Flexible and organised.
• Attention to detail.
• Willingness to learn and develop.
• Good attendance and punctuality.
• Effective oral communication.
• Strong customer service skills.
• Promote teamwork and integrate well into team environments.
• Patient and accountable.

Technical

• Proficient computer skills.
• Strong written communication and letter writing skills.
• Basic knowledge of veterinary conditions and medications is advantageous.
• Good understanding of insurance products is beneficial.
• Ability to prioritise and multi-task workload effectively.

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