Technical Claims Lead - Pet Insurance

Help shape the future of Pet Insurance claims!

Location: Remote working with travel required up to once per month

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 about to be realised further as we enhance our overall offering to pets and owners, through the introduction of our insurance product.

About the Role

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.

As Technical Claims Lead, you will be responsible for;

• 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

About You

This role sits within our new pet insurance proposition — a fast‑moving, start‑up style environment within the larger organisation. To make an immediate impact, we’re looking for candidates with proven experience in the pet insurance sector, who can hit the ground running and contribute from day one.

• 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

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.

Ready to make an impact? We'd love to hear from you!

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so 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!

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