Job Description

Location: Remote working, with some requirement to travel to the Insurance Support Office (location tbc) and Pets at Home Support Office in Handforth, Cheshire, or the Stafford office, as required. Attendance at other national meetings, as required.

About Us

"

We're all for pets

, what we do matters for pet owners across the UK. This is more than a business, it's a responsibility. It's a promise and commitment we make each day to provide excellent care for each pet that comes through our door."


Pets at Home's vision,

"To create a better world for pets and the people who love them"

, is coming to life in a new way as we introduce our own pet insurance offering.


We're embarking on a mission to redefine the personal insurance experience through data-driven innovation and advanced technology, with a wrap-around customer experience that embodies our ethos and values. Our goal is to complete the full pet-care ecosystem, giving customers everything they need in one trusted place.


As we grow, we're building a frontline service team that shares our passion for pets, our commitment to customer care, and our ambition to deliver something truly exceptional.

About the Role

We are looking for an experienced and empathetic Senior Claims Assessor to join our Pet Insurance Claims team.


This is a key role within our new insurance operation, and the first claims handling role within the team. This means that pet insurance experience at a senior level is essential, and during the early stages this role will be responsible for supporting with setting up claims flows, automations, and AI testing.


Once we've launched, this role is responsible for ensuring claims are assessed accurately, fairly and consistently while supporting a best-in-class experience for our customers.


Working closely with our Claims and Service Operations teams, you will act as a senior technical expert - guiding decision-making, supporting more complex or sensitive cases, and helping shape processes and standards as we build this function from the ground up.


You'll use your deep knowledge of veterinary treatment, policy wording, and industry regulations to help ensure claims are assessed in line with policy terms, FCA Consumer Duty principles, and our commitment to doing the right thing for pets and their people.


This is an exciting opportunity to contribute to something new, make a meaningful impact, and help create a claims experience that is supportive, transparent, and genuinely caring.


As Senior Claims Assessor, you will:

Claims Assessment & Technical Expertise

Assess all claim types includes complex or high-value pet insurance claims accurately and efficiently Apply expert knowledge of veterinary treatment and pet health to ensure fair and consistent outcomes Act as a point of escalation for more difficult or sensitive cases, providing clear guidance and recommendations Support consistency in decision-making across the assessor team through quality reviews and feedback
Customer Care & Experience

Ensure every customer interaction reflects empathy, clarity and professionalism - especially in emotionally difficult moments such as pet illness or loss Support vulnerable customers with compassion and alignment to Consumer Duty expectations Communicate decisions clearly and confidently, helping customers understand outcomes and next steps
Process, Quality & Continuous Improvement

Identify opportunities to simplify processes, reduce errors and improve turnaround times. Contribute to the development of claims procedures, knowledge articles and best-practice guidance Work with the Claims Manager, QA and Training teams to maintain high quality standards across the team Provide insight into root causes and help drive operational improvements across the claims journey
Collaboration & Team Support

Support and mentor Claims Assessors, sharing expertise and helping develop technical capability Collaborate with Service Operations, Complaints, Product and Vet tech teams to ensure smooth workflows and great customer outcomes Contribute to a culture of teamwork, learning, and passion for pets

About You - What You'll Bring

You are an experienced senior pet insurance claims assessor with strong technical expertise and excellent attention to detail.


You're confident assessing a wide range of treatment types, from routine care to complex clinical cases, and you understand how to apply policy terms fairly and consistently.


You bring:

Strong technical knowledge of pet insurance claims and veterinary language Experience dealing with complex claims, escalations or quality assessments Excellent communication skills - empathetic, supportive and customer-first Confidence operating in a regulated environment and understanding of FCA Consumer Duty A calm, thoughtful approach to sensitive situations involving pet illness, injury or loss A desire to be part of a brand-new team where your input will help set the foundations for years to come Experience in a start-up or scale-up environment is beneficial, but a passion for pets, quality and customer care is essential

Interested in joining our Insurance business but this isn't the right role for you? Follow the below link to register your interest for upcoming roles as we build our team...


https://petsathome.cnddtid.com/66/Insurance_Business_Register_Interest

We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don't perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!

#LI-DNI