Claims Handler

Birmingham | Haywards Heath | full-time

Posted: 29/06/2021
|
Closing on: 30/08/2021

Job summary

As part of our pet claims team, you will help our customers through the claims process and ensure our claims are handled quickly, with the customer at the heart of everything we do. You will provide claims validation and support for our customers, to ensure service and compliance standards are met and financial and operational targets are achieved.

Your key responsibilities

  1. Handle pet claims from notification to settlement, validating policy cover and the claim. You will ensure fraud controls and claims processes are followed. Delivering quality at every touch. Carry out required investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim. You will also deal with a small volume of material damage and liability claims.
  2. Deliver customer service and claim financials in line with SLA’s and KPI’s.
  3. Implement company, legal and regulatory (FCA) policies and procedures to ensure compliance with requirements.
  4. Handle complaints constructively and in line with company and FCA guidelines, referring to the manager when a solution cannot be found, so that clear action is in hand and the customer is aware, escalating any unusual or difficult queries or situations appropriately to ensure prompt resolution.
  5. Identify, support and contribute feedback to the design and implementation of internal processes and systems to help improve customer experience and maximise accuracy and efficiency. Work collaboratively with colleagues across the company to promote awareness of customer needs.
  6. Maintain accurate and timely records, files and databases in order to meet business needs and ensure data integrity and compliance with Data Protection requirements.
  7. Share knowledge and expertise and help to coach colleagues to provide adequate cross-cover and maintain a quality customer service during annual leave and other absence and most importantly help with BBM development.
  8. Through using our data, identify and share awareness of potential trends, issues or risks and escalate appropriately.
  9. As experience grows you will help complete payment auth and QA for L1&2 claims handlers.

How you’re measured

  • Positive customer satisfaction results -FEEFO and NPS.
  • Service level agreements are achieved.
  • Regulatory and compliance requirements are achieved.
  • Quality assurance requirements are met.
  • Data quality and integrity are maintained.
  • High quality and accuracy of all documentation issued.

What you bring

Knowledge

  • Understand claims handling practices and processes.
  • Good knowledge in regulation and FCA requirements.
  • Good knowledge and understanding of pet health.

Skills and personal attributes

  • Proven excellent communication in English, both written and verbal.
  • Is confident and professional on the phone.
  • Good listening skills: questioning, summarising and reflecting with empathy.
  • High accuracy, quality and attention to detail in documentation and record-keeping.
  • Works with guidance (but not constant supervision) to plan, organize, prioritise and oversee activities to efficiently meet business objectives.
  • A quick learner who is not afraid to ask for help.
  • Takes initiative and owns a problem until it is resolved.
  • Exercises good judgment and is prepared to make decisions.
  • Remains focused on tasks and is not easily distracted.
  • Remains calm and unflustered under pressure.

Experience and qualifications

  • Has worked in a customer service role providing a diverse range of telephone, email and online support for a minimum of two years in a claim handling unit, validating claims.
  • Desirable: To have worked in a pet claims unit.
  • Desirable: To have worked in a vet surgery as a registered vet nurse.
  • Desirable: CII FIT.

This job description highlights the main areas of responsibility. As we are a high-growth organisation, it is not intended to be a complete list of all duties and may change with the evolution of the business.

Download the job description

Bought By Many is making the world a better place for pet parents. Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.

Our latest Series D funding round was $350m which values us at $2bn. All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being.

We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things.

What it’s like to work here?

Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things. 

Our physical offices are bright and open with plenty of treats and extras and we provide practical support and best-in-breed kit for homeworking.  We are a connected and sociable business and like to spend time together in regular fun activities, both online and in person (when we can!).

We work together as one team and we share the same values:

  • Show you care
  • Do the right thing
  • Work in partnership
  • Dare to think big
  • Be tenacious and be fast

Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year.

Our latest Series D funding round was $350m which values us at $2bn.  All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. 

Salary

£20,000-£25,000pa


Benefits

  • 25 days' holiday
  • Private health scheme
  • Contributory pension
  • Life assurance (3 x annual salary)
  • Employee Assistance Programme
  • Cycle scheme
  • Season ticket loan
  • Nationwide gym discount scheme
  • Health support service
  • Other lifestyle benefits
  • Superb modern office environment (with treats and extras)
  • Great practical support for homeworking
  • We're a fun and sociable business - both online and in person (when we can !)

Hours of work

Our standard working week is 37.5 hours, typically 09:00 to 17:30 from Monday to Friday. Hybrid working with a requirement to be in the office up to 1 day per week as required. Occasional travel to other sites may be required.


Line manager

Claims Team Leader


Locations

Alpha Tower, Suffolk Street Queensway, Birmingham B1 1TT

Oakfield House, 35 Perrymount Road, Haywards Heath, West Sussex, RH16 3BW

Apply for Role

Submit your details and CV here to apply.

Supported formats (.pdf, .doc, .docx)
Supported formats (.pdf, .doc, .docx)
If you were referred to this opportunity by someone who works here, please let us know their name.
To create an insurance policy that actually makes insurance better for everyone, companies need to look beyond just making things clearer and fairer.
Guy Farley, CTO & Co-founder