Our mission

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

We are seeking an experienced Pet Claims Technical Assessor to join our dynamic team. In this role, you will combine technical expertise, customer service excellence, and a passion for innovation to manage complex pet insurance claims, mentor team members, and enhance claims processes. You will act as a subject matter expert, driving operational efficiency, compliance, and customer satisfaction while fostering collaboration across teams.

 

You should apply if you have:

🐾 3+ years of experience in the pet insurance industry, with 2+ years in a technical claims or senior assessment role handling complex cases.

🧠 Proven expertise in pet insurance claims, including medical terminology, anatomy, and physiology.

📜 Strong analytical skills with the ability to use data to drive recommendations and improvements.

⭐️ Exceptional verbal and written communication skills, with attention to detail in documentation and record-keeping.

🤓 Experience training and mentoring claims assessors on technical and complex scenarios.

⚡️ Ability to thrive in a fast-paced, dynamic startup environment.

Ideal Qualifications (completion of an RCVS accredited qualification in one of the below):

Level 3 Diploma in Veterinary Nursing

FdSc Veterinary Nursing

BSc Veterinary Nursing/Science

What you'll do:

Claims Management:

Independently handle complex and high-value pet insurance claims, including third-party liability, fraud detection, and intricate medical cases, from notification to settlement.

Ensure thorough investigations, fraud controls, and compliance with policy and regulatory standards.

Technical Expertise & Support:

Answer technical questions/ referrals from other team members.

Provide expert guidance on complaints, resolving complex scenarios in line with company and FCA guidelines.

Train and mentor claims assessors on complex scenarios, veterinary terminology, fraud detection, and claims outcomes.

If needed, liaise with our engineering team to provide ontology expertise, helping to train our AI model by connecting the dots between treatment, symptoms, and root causes.

Process Optimization & Data Insights:

Analyse claims data to identify trends, risks, and root causes, offering actionable recommendations to stakeholders.

Collaborate with engineering and operational teams to improve tools, workflows, and systems, enhancing accuracy and efficiency.

Compliance & Quality Control:

Ensure adherence to company, legal, and FCA policies, maintaining high standards of service and compliance.

Conduct audits and reviews to ensure accuracy and consistency in claims assessments, driving process improvements.

Maintain accurate records and ensure data integrity in compliance with Data Protection regulations.

What we offer:

🌟 Team Spirit: Our team is like no other. We support each other, celebrate wins together, and learn from every experience

🏡 Hybrid work environment: Attending our friendly London office two days per week

🚀 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 Team: 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

Our values

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.