• Answer incoming communications from customers • Conduct research to provide answers for customers to resolve their issues • Upselling of products or services to existing customers may be required

Role Description We're looking for an experienced Veterinary Nurse with extensive pet insurance claims expertise to join us as a Technical Claims Lead. This is a key role within our Claims function, combining technical claim assessment, continuous improvement, fraud and leakage management, technical training, and innovation. You'll be the technical authority for complex claims while helping to shape the future of claims processing through automation, AI, and change initiatives. - Acting as the technical expert for complex pet insurance claims, providing guidance on veterinary conditions, treatments, policy interpretation and claim decisions - Reviewing high-value and technically complex claims, including pre-authorisations - Supporting quality assurance activities, claims audits, fraud detection and leakage control - Developing and delivering technical training, and coaching the team - Partnering with Underwriting, Product, Customer Service, Change and Engineering teams to improve processes and enhance automated and AI-driven claim assessment - Using data, trend analysis and root cause investigations to drive continuous improvement and better customer outcomes Qualifications - Registered Veterinary Nurse (RVN) with current RCVS registration - Significant (several years) experience in pet insurance claims - Strong knowledge of complex claims handling, Consumer Duty, CIDRA, fraud prevention, quality assurance and leakage management - Experience of coaching, mentoring and developing others - Confident working with data, process improvement, automation and technology-driven claims solutions - A strong communicator who can influence stakeholders and explain complex information clearly Benefits - This is a rare opportunity to combine your veterinary expertise, technical claims knowledge and passion for innovation to help build a best-in-class pet insurance claims experience.

• Identify client needs and recommend tailored insurance solutions • Develop and maintain strong client relationships • Generate leads through networking, referrals, and company-provided resources • Educate clients on available policies and coverage options • Follow up with prospects to close sales and maintain customer satisfaction • Stay informed about industry trends and product offerings • Work independently while collaborating with a supportive team

• Develops and retains a quality Agent client base • Administers marketing program focusing on prospective agents and provides maintenance of existing customers • Interface with division/regional management and legal counsel on the appropriate management of agents • Maintain the customer relationship and servicing the customer’s needs throughout • Build client relationships, secure new business from new customers, and maintain and expand business with existing client base • Compile lists of prospective customers for use as sales leads • Develop and execute a call plan for the area assigned • Attend title insurance industry functions and participate in appropriate organizations • Create or adapt and deliver group and individual presentations