Claims Handler Full Time Hybrid

“Previously Startups of London has featured ManyPets in our article The Complete List of Unicorn Startups in the UK 2022.

You can also click on the company name above or go to their company page from here and learn more about their culture, business and management.

As for the role; ManyPets is looking for a Claim Handler, to join their company. Learn more about the role, requirements as well as benefits in the below description. Click on the Apply Now button to complete job application.”

– Startup of London Team

The Role

We’re on a mission to make the world a better place for pets and their parents!  Our Operations team is the heart of our company, making sure our customers have a best-in-class experience when choosing Many Pets to take care of their pets’ wellbeing. 

You’ll be helping our customers through what can be a very stressful time – when they need to claim their pet’s health. You’ll be part of a customer-centric team that always puts our policyholders and their pets first.  In this role you’ll oversee their claims process, ensuring requests are handled properly, dealt with at pace, and always with plenty of empathy.  You’ll provide validation support for our customers and make sure our service and compliance standards are met – and our own financial and operational targets are achieved.

Note: This role is categorised as an insurance distribution by the FCA and works under the FCA’s SM&CR and Conduct Rules.

Your Focus

• Managing and handling claims from initial notification through to final settlement, validating policy cover and the claim.
• Carrying out investigations to ensure all relevant documents and information have been evaluated before the decision on the claim.
• Making sure all fraud controls and claims processes are followed, delivering quality at every touchpoint.
• Handling any complaints constructively – and in line with company and Financial Conduct Authority guidelines – escalating higher when a solution cannot be found.
• Delivering our financial targets and keeping us in line with our service level agreements and key performance indicators.
• Maintaining accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Implementing new legal and regulatory policies and procedures which ensure compliance with requirements.
• Identifying, supporting, and contributing feedback to the design and implementation of internal processes and systems to help improve customer experience.
• Playing an active part in the development and training of your peers – ensuring the wider team has the best cross-functional coverage.
• Identifying and sharing trends and potential issues or risks – escalating them as needed.
• As your experience grows, you’ll help complete payment authorisations and quality assessments for our level 1 and 2 Claims Handlers.

What Leads to Success

Here are some of the individual skills we know will enable you to succeed in this position. If you don’t tick every box – don’t worry.  We can support you in both your personal and professional development:

• You get your “hustle” on – delivering work quickly and to a high standard.
• You’re an active listener – questioning, summarising, and reflecting with understanding.
• You are customer-centric and can view what you do through customers’ eyes – while remaining commercially astute.
• You can balance the need for compliance and regulation with the personality and emotional depth needed for superb customer care.
• Your colleagues describe you as flexible and adaptable – ambiguity doesn’t faze you and you are someone who’s focused on outcomes.
• You make a good decision – trusting your pragmatic judgment and being led by data.

What We’re Looking For

• You have exceptional time management skills – you can easily plan your workload and don’t need too much supervision to get things done.
• You’ll likely be in a similar Claims Processing or Handling role – ideally within pet Insurance.
• As you’ll be on the telephone with our customers, you’ll need to be fluent in English and have a clear and confident communication style.
• Ideally, you have worked in a fast-paced, high-growth environment where change is the norm.

Inclusion at ManyPets

We believe diversity, belonging, and inclusion is more than just words or things we should be ‘seen’ to be doing.  Having diversity at the core of our business makes us stronger – and the responsibility for creating an inclusive workplace rests with all of us.  We believe in Black Lives Matter and we want you to join a company that makes unbiased choices and is committed to being anti-racist.  If you’d like to read more about this, please download our Approach to Inclusion pack. 

We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay), and feedback.

Hybrid-Working

Everything changed overnight when the pandemic happened. Suddenly everything was different: whether we were in a home office, spare room, or makeshift desk: we were working on our own and dealing with Zoom calls, bad Wi-Fi, and a very different working day.  We now work from home and our company office, so we’ve created our Making Work, Work guide, which explains it all.

We offer a fantastic range of company benefits to suit everyone in a remote-first world, with a focus on supporting our physical and mental well-being. Coupled with a generous holiday allowance and regular care packs, we’re always looking for new ways to look out for our people.

Our Values

Our company values drive everything we do – and they are:

Show You Care | Do The Right Thing | Think Big | Work Together | Be Tenacious