[Hiring] Technical Claims Lead - Pet Insurance @Pets at Home Limited

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.