[Hiring] Claims Phone Agent @Animal Friends

Role Description

Are you passionate about helping people and pets? We’re on the lookout for a Claims Phone Agent to join our friendly, compassionate, and hardworking Claims Team. This role is at the heart of our customer journey — guiding pet owners with care and empathy from the moment a claim is made to its final resolution. This is a full-time position responsible for covering our customer support hours, working Monday to Friday from 9:00am to 5:00pm. Our Claims Phone Agents will all start on Monday 18th January and there will then be a 4-week virtual induction/training.

Qualifications

• Experience working in a remote or contact centre environment.
• The communication skills and empathy to make people feel heard and supported.
• Ability to manage high call volumes and repetitive tasks while staying focused and positive.
• Computer-literacy (comfortable with Microsoft Office and databases).
• Experience in or understanding of insurance – especially within claims - is a big plus.

Requirements

• Be the first point of contact for customers making a claim — by phone, Live Chat, or email.
• Offer expert guidance and real-time support across all stages of the claims process.
• Support pet parents in emotional and sensitive situations — including pet bereavement and difficult claim decisions.
• Collaborate with colleagues in Technical, Offshore, and Operational areas to deliver top-tier service.
• Continuously improve our claims process by sharing insights and championing the customer voice.

Benefits

• Package: £25,300pa
• 25 holiday days (plus your birthday off)
• Health care cash plan
• Pension
• Wellbeing support
• Pet insurance discount

Company Description

Animal Friends has been supporting UK pet owners for more than 25 years with our comprehensive and meaningful pet insurance. We are not only an award-winning business but one of the largest pet insurance providers in the UK. But we’re not like other leading UK pet insurers, we were built to be unmistakably different – giving back to incredible animal welfare and conservation charities, at home and around the world, as they fight to support and care for vulnerable pets, wildlife, and habitats. So far, we’ve helped support over 800 charities and conservancies across the UK and worldwide and donated over £8.5 million and continue to use our voice and platform to fight for positive change. We believe that even the smallest act can make a big difference.

We understand that our success is only possible because of how we work together, which is why our company values of being courageous, kind-hearted and passionate are the heart of what we do – and we simply wouldn’t be who we are today without our colleagues, who embody these values every day.

We are part of Doubtless Pet Care, one of the largest pet insurance and services organisations globally, with over 4,500 colleagues supporting over 6 million pets across the globe. Our passion for pets powers our purpose to help pet parents get better access to better care, so they can focus on the joy that happy healthy pets bring to their lives.