Claims Support Assistant

at  Napo

OUR MISSION:

Napo is an exciting and rapidly expanding Insurtech start-up dedicated to revolutionising the pet insurance industry. Our mission is to create innovative, customer-centric and transparent products & services to ensure pet parents can keep their pets happy and healthy. Many see pet insurance as a boring but necessary expense, a safety net against unexpected vet bills. We’re changing that.

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.

ABOUT THIS ROLE:

We are looking for an empathetic self-starter to join us as a Claims Support Assistant.
You must be passionate about interacting with and delighting customers, putting our customers and their pet’s needs first. You’re a team player who has great adaptability and problem-solving skills, and you’re able to work toward ambitious targets, meeting KPIs and SLAs.

WHAT YOU’LL DO

• Be one of the first contact points for our customers supporting them through the claim journey and their queries about their claims and policies, via email and call backs.
• Assist customers in understanding their claims status, eligibility, and required documentation.
• Educate policyholders on coverage details, exclusions, and reimbursement timelines.
• Provide clear next steps to customers who need additional documentation or clarification on their claims.
• Handle Level 2 support cases that require deeper knowledge of claims processing and policy interpretation
• Investigate and resolve claims disputes by coordinating with the claims assessment team
• Handle and resolve complaints constructively, over emails and callbacks, and in line with company and FCA guidelines, consulting your manager so that clear action is in hand.
• Work closely with the Product support team team on mid-term adjustments and cancellations.
• Ensure we’re compliant with legal and regulatory (FCA) policies and procedures.
• Maintain accurate and timely customer records, files and databases to meet business needs and ensure data integrity and compliance with data protection requirements.
• Stay updated on policy changes, claims procedures, and regulatory guidelines to provide accurate and compliant information.