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
As a Pet Claims Assessor, you will play a vital role in ensuring our customers receive top-notch support throughout their claims journey.
Your mission is to champion Napo's values, meet service and compliance standards, achieve operational targets, and, most importantly, put our customers first.
You should apply if you:
🐾 Have 1-3 years of experience as a Pet Claims Assessor.
🧠 Have a good understanding of veterinary anatomy, physiology and terminology.
📜 Attention to detail is your superpower.
⭐️ Are motivated by a commitment to delivering outstanding customer service.
💡 Love tackling challenges head-on and finding solutions.
📊 Can use your analytical skills to organise your workflow around key metrics like customer satisfaction and operational efficiency.
🤓 Understand the relevant pet insurance legal and regulatory policies and procedures.
⚡️ You thrive in a fast-paced, dynamic environment.
What you'll do:
🐾 Assess Pet Claims: You will confidently handle all types of pet claims from notification to settlement.
⭐️ Promote our values: You’ll live and breathe the Napo values within your team and whilst supporting our members.
📃 Ensure accurate documentation and record keeping.
🗣️ Provide feedback: to help improve customer experience and maximise accuracy and efficiency.
🧹 Organise your workflow around key metrics like customer satisfaction and operational efficiency.
🧑🏽🏫 Maintain compliance with relevant legal and regulatory policies and procedures.
What we offer:
🌟 Team Spirit: Our team is like no other. We support each other, celebrate wins together, and learn from every experience
🏡 Flexible, hybrid work environment: (for now, we love to have people in the office two days per week - we have a friendly office in central London)
🚀 Professional Growth: This role is a fantastic opportunity to expand your skill set and progress in the world of pet claims assessment.
🏆 Recognition: We value your hard work and dedication. Outstanding performance doesn't go unnoticed at Napo.
🐶 Pet-Loving Environment: If you're a pet lover, you'll feel right at home here. We understand the importance of our furry friends!
📈 Everyone is an owner at Napo: You will receive stock options on day 1
🏖️ Generous leave policy: 25 days annual holidays + bank holidays and your birthday as an extra holiday!
💰 Budget for personal growth and training
✅ Other benefits:
- Pet insurance
- BUPA health insurance
- Pension scheme
- Unlimited GP video consultation
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 well-being 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.