Pet Claims Technical Lead

6 months ago

London, United Kingdom Napo Full time

**About Napo**:
Napo is a fast-growing Insurtech company committed to creating innovative & transparent products to help every pet owner keep their pets healthy and happy We are in the business of selling peace of mind and want people to know that Napo is a synonym for quality. The pet insurance space has suffered from low quality and misleading products, and we want to ensure that all the Napo products are simple and have your back.

The final piece in the puzzle is providing everything people need to take great care of their pets. Whether these are services such as behaviourist consultants, tools such as puppy training apps, or simply content, we aim to give pet owners everything they need to ensure their pet is happy and healthy for as long as possible.

**The Role**:
We are looking for an experienced and knowledgeable Pet Claims Technical Lead to join our team. You're passionate about delighting customers, providing world-class customer service throughout the claims process, and supporting in training others to your high standards.

Your extensive experience will be crucial in providing guidance and mentorship to the claims team as well as making data driven recommendations about claims processes, trends, risks and policy wording. You ensure that service and compliance standards are met, operational targets are achieved, and you’ll have a customer first mindset whilst promoting Napo’s values.
- Have worked in a Technical Pet Claims role or as a Senior Pet Claims Assessor with specific complex claims responsibility, for a minimum of 2 years.
- Have at least 5 years of experience within the pet insurance industry, demonstrating progressively increasing responsibility and expertise.
- Are able to review current practices and trends, to identify gaps and assess future potential risks. You’re able to use data to make claims handling and policy wording recommendations.
- Have experience of training claims assessors on technical scenarios, complex medical conditions, and reasoning for claims outcomes, as well as providing the team with support and feedback.
- Have proven excellent verbal and written communication skills.
- Have high attention to detail in documentation and record-keeping
- Have good knowledge and understanding of anatomy and physiology
- Desire to work in a dynamic, fast-paced startup environment

**What you will do**:

- Confidently and independently handle pet claims, including complex and high value claims from notification (or pre-authorisation) to settlement, validating policy cover and the claim details. Ensure fraud controls and claims processes are followed, and that required investigations are carried out promptly to ensure all relevant documents have been evaluated prior to the decision on the claim.
- Act as a technical referral point for the Senior Claims Assessors and across the business.
- Working within the guidance set out in our Claims Guide and Underwriting Guide, refer technical cases as appropriate to your manager or our Underwriter.
- Train new and existing claims assessors specifically in complex scenarios, fraud detection and prevention, complex veterinary terminology and conditions, and share your comprehensive understanding of CIDRA and Consumer Duty.
- Use data to identify trends, root cause, potential future risks. Make recommendations to appropriate stakeholders.
- Confidently use your expertise to communicate over the phone and in writing to policy holders, vets, and internal/external stakeholders, such as our underwriter.
- Ensure the accuracy and consistency of claims assessments by supporting with periodic audits and reviews. Identify opportunities for process improvements and implement changes to measurably enhance overall efficiency.
- Handle complaints constructively and in line with company and FCA guidelines, and provide expert guidance to our complaints team on complaints relating to complex scenarios. Escalate any unusual or difficult queries or situations appropriately to ensure prompt resolution.
- Provide support and promote the values of Napo within your team.
- 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.
- Work with departmental stakeholders to implement company, legal and regulatory (FCA) policies and procedures to ensure compliance with requirements.
- Maintain accurate and timely records, files and databases to meet business needs and ensure data integrity and compliance with Data Protection requirements.

**What we offer**:

- Everyone is an owner at Napo; you will receive stock options on day 1
- Flexible and remote-friendly work environment (for now, we would ideally love to have people in the office two days per week - we have a friendly office in central London)
- Flexible leave policy (25 days annual hol

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