Claims Assessor contract

2 weeks ago

London, Greater London, United Kingdom Napo Full time

Our mission:

Napo is an Insurtech start-up committed to creating innovative, customer-centric and transparent products & services to help pet owners keep their pets healthy and happy

About this role:

We are looking for an empathetic self-starter to join us as a temporary Claims Assessor.

You're passionate about delighting customers, providing world-class customer service throughout the claims process and ensuring service and compliance standards are met, operational targets are achieved whilst promoting Napo's values.


To succeed in this role, you must be adaptable, have very high attention to detail and most importantly, have a customer-first mindset.


  • You have worked as a Claims Assessor within for a minimum of 1 year, preferably within pet insurance
  • Proven excellent verbal and written communication in English
  • Have high attention to detail in documentation and recordkeeping
  • Strong problemsolving and communication skills
  • You are datadriven and can organise your workflow around metrics such as customer satisfaction and operational efficiency
  • Good knowledge and understanding of anatomy and physiology

What you'll do:

  • Confidently handle pet claims from notification to settlement, validating policy cover.
  • Ensure compliance with legal and regulatory (FCA) policies and procedures.
  • 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.
  • Identify and escalate complaints in line with company and FCA guidelines, consulting your manager so that clear action is in hand.
  • Maintain accurate and timely records, files and databases in order to meet business needs and ensure data integrity and compliance with data protection requirements.

What we offer:

  • Hourly rate £20£25 per hour
  • Fully remote
  • Full or part time

Our values:

Be candid and authentic.

  • We bring our true selves to work who we wholly are.
  • We are transparent and are not afraid to share information with each other good and bad news.
Trust and care for each other.

  • We trust each other to do the right thing.
  • We are not afraid to make mistakes, and we ask for help when we need it.
  • We encourage each other; when people struggle, we help them.
Do the right thing.

  • We are fair to our customers, and we care about the wellbeing of their pets.
  • When facing difficult decisions, we put ethics above profits.
  • We always act in the best interest of the company.
We are all owners and optimise for impact.

  • We are always looking for the most impactful thing to work on.
  • We take responsibility, and we're problem solvers hold yourself and others accountable.
  • Nothing is somebody else's problem; we are collaborative and always jump in to help where needed.

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