Opportunities

Claims Handler

Department

Operations

Location

Stockholm, Sweden

Employment Type

Full-time, Permanent

Budgeted Salary Range

360 000 kr - 420 000 kr

Ways of Working

Hybrid
Opened: 14 days ago
Closes: TBC

About Us

We love pets - which is why we’re on a mission to make the world a better place for pets and their parents.  We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped over half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day.  We’ve won numerous awards, have offices in the USA, UK, and Sweden - and we now employ over 400 people globally. 

Award-winning, innovative technology and exceptional customer service are at the heart of our offer: our “Complete” policy ranks top of the Which? cat and dog insurance Best Buy tables. (December 2021)  We've also been voted the Pet Insurance Provider Of The Year in the Moneyfacts Consumer Awards (2021) - and we’ve received over 21,000 5-star Feefo reviews in the past 12 months.

We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.  Our latest Series D funding round was $350m which values us at over $2bn. 

Our company is fast-moving, respectful, fun-loving and (most importantly) passionate about pets and their wellbeing.  We think big and we can only do that if we have a wonderful array of different people who are able to bring their whole selves to work every day.  Throughout our business you'll meet people who think differently, aim for impact and love to try new things.  Want to join our pack?  Join us. Love every moment. Love ManyPets.

The Opportunity

Following the fantastic success of our new cat and dog insurance products in Sweden, we are building our own in-house Claims team.  This is a great opportunity to be a key part of our expansion in Sweden and help us achieve our ambitious growth plans. As part of our  Claims team, you will guide and help our customers through the process and ensure Claims are handled quickly - with the customer at the heart of everything we do. You will provide Claims validation and support our customers ensuring service and compliance standards are met and financial and operational targets are achieved.

Your Focus

  • Handling Claims from notification to settlement: validating policy cover and the claim.
  • Delivering best-in-class customer service and claim financials in line with SLA’s and KPI’s.
  • Handling complaints constructively, in line with company and FSA guidelines.  You'll escalate things to your manager when a solution cannot be found, so that action is taken (and the customer is aware) to ensure prompt resolution.
  • Ensuring fraud controls and Claims processes are followed, delivering quality at every touchpoint.
  • Carrying out investigations to ensure all relevant documents and information have been evaluated ahead of a decision for the Claim. (You may also deal with a small volume of material damage and liability claims alongside this.)
  • Implementing company, legal and regulatory (FSA, Finansinspektionen) policies and procedures to ensure compliance with requirements.
  • Identifying, supporting and contributing feedback to the design and implementation of internal processes; helping improve customer experience efficiency.
  • Working collaboratively with colleagues across the company to promote awareness of customer needs.
  • Use data to identify and share awareness of potential trends, issues or risks and escalate appropriately.
  • As experience grows you will help complete payment authorisation and QA for L1&2 claims handlers.
  • Maintaining accurate and timely records, files and databases and ensuring data integrity and compliance with Data Protection requirements.
  • Sharing knowledge and expertise, helping colleagues to provide cover so we can maintain quality customer service during annual leave and fostering company development.

What Leads to Success

Here are a few of the skills we are looking for in this position.  Don't worry if you don't tick every box, as it's important for us to support you in your role and help you develop along the way.

  • You'll love compliance, making sure that everything we do falls within compliance and regulation guidelines.
  • You put customers first - nothing gives you more of a kick than consistent, high standards of service.
  • Your colleagues say how much you love data - using facts to measure improvements in customer satisfaction.
  • You take initiative and own a problem until it is resolved.
  • You're financially savvy - knowing that all Claims processes and delivery are in line with targets.
  • You're someone who likes to keep busy, inspiring others to be productive and proactive.
  • You are curious, someone who is interested in insurance, compliance, service, and internal process improvement.

 

What's Important

  • Experience within a customer service role (experience of telephone, email and online support) where you've validated claims.
  • Understand Claims handling practices and processes, including regulation and FCA requirements.
  • Excellent communication skills in Swedish - both written and verbal.  You should also be able understand and speak English, so you can work closely with our colleagues in the UK and USA.
  • An understanding or appreciation of pet health and wellness. (It would be advantageous if you've worked in a pet claims unit or a vet surgery as a registered vet nurse.)
  • Ideally you'll have CII FIT - but this isn't essential.

Inclusion at ManyPets

We believe diversity, belonging and inclusion are more than just words or things we should be 'seen' to be doing.  Having diversity at the core of our business makes us stronger - and the responsibility for creating an inclusive workplace rests with all of us.  We believe Black Lives Matter and we want you to join a company that makes unbiased choices and is committed to being anti-racist.  If you'd like to read more about this, please download our Approach to Inclusion pack. 

We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback.

Hybrid-Working

Everything changed overnight when the pandemic happened. Suddenly everything was different: whether we were in a home office, spare room, or makeshift desk: we were working on our own and dealing with Zoom calls, bad Wi-Fi, and a very different working day.  We now work from home and our company office, so we've created our Making Work, Work guide, which explains it all.

We offer a fantastic range of company benefits to suit everyone in a remote-first world, with a focus on supporting our physical and mental wellbeing. Coupled with a generous holiday allowance and regular care packs, we’re always looking for new ways to look out for our people.

Our Values

Our company values drive everything we do - and they are:

Show You Care | Do The Right Thing | Think Big | Work Together | Be Tenacious

Connect With Us!

LinkedIn | Instagram: UK  USA  Sweden| Facebook: UK  USA  Sweden | Twitter: UK USA | TikTok | Glassdoor | Indeed | FeeFo | Trustpilot | Crunchbase

Reasonable Adjustments and Support

If you need any help, support or advice at any point during the hiring process please email our Inclusion Council in complete confidence.  Our Inclusion Council is a cross-functional group of people from our global business - and they are not the hiring managers for this role.  We're here to make sure everyone has a fair and equitable experience when they're considering joining us.  If you want to talk or ask any questions, we are here to listen (and we'll do what we can to flex our approach to a process that suits you.)

Smell good?

A dog smelling something good

Apply for the Claims Handler opportunity.

  • Department: Operations
  • Location: Stockholm, Sweden
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: 360 000 kr - 420 000 kr
  • Ways of Working: Hybrid
Apply