Claims Support Assistant, Napo Pet Insurance
£32-36k
+ Stock options on day 1
2 days a week in office
Pet insurance provider
Be an early applicant
Pet insurance provider
21-100 employees
Be an early applicant
£32-36k
+ Stock options on day 1
2 days a week in office
21-100 employees
Company mission
Napo's mission is to ensure that pet owners have everything they need so that that their pets live long, healthy and happy lives.
Role
Who you are
- 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
- You have 1-3 years of live chat, email and phone customer support experience in B2C (ideally, insurance or claim related field or a B2C start-up) and have experience working with Intercom or a similar Customer Service platform
- You have some prior experience and techniques to de-escalate complex customer calls
- Strong understanding of insurance claims processes, policy coverage, and reimbursement procedures
- We pride ourselves on going above and beyond for our customers and our unique tone of voice. You consider yourself to have a high sense of empathy for pets and pet owners’ problems and you can break down complex problems and explain them clearly and simply
- You are data-driven and can organise your workflow around metrics
- You are a self-starter with a "can-do" attitude and thrive in a high-performance culture by delivering on your weekly targets and productivity requirements
- You have excellent oral and written communication in English and interpersonal skills
- You are a strong team player who can collaborate across teams and key stakeholders in the business
- You want to learn more about continuous process improvements
- You are hands-on with or can quickly ramp up on new tools
What the job involves
- We are looking for an empathetic self-starter to join us as a Claims Support Assistant
- 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
Salary benchmarks
Our take
High claims and a small market have traditionally made pet insurance an unappealing option for big insurers. With household pet ownership ballooning in the UK over the pandemic, however, that market is growing, and a flurry of startups are cropping up to cash in. Napo is a relatively young entrant to the scene, offering a comprehensive platform of low-excess insurance and wellbeing services for British pet-owners.
Pet insurance customers are a different and a more discerning breed to, for example, car insurance customers. Providers need to court pet-owners with a more comprehensive suite of coverage, including advertising costs and rewards for missing pets, and bereavement counselling. Napo ticks all these boxes, but they are rapidly becoming an industry standard in a way that requires more to stand out.
Trupanion, for example, are investing in high-tech streamlining solutions to help facilitate scaling without service quality taking a hit. And the larger, better established pet insurtech, Bought by Many, recently won a hefty sum in the pet industry’s largest VC investment deal. Napo have a friendly brand, and are entering into a growing market, but will have to adapt fast to keep pace.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
62% female employees
92% employee growth in 12 months
Company
Employee endorsements
Nice people
"It's great to work with so many animal lovers! Everyone is talented in their own right and there's a real sense of us going on a journey together...."
Funding (2 rounds)
Nov 2022
$18.7m
SERIES A
Apr 2021
$5.7m
SEED
Total funding: $24.4m
Company benefits
- Generous stock options package
- Remote-friendly work environment (we ideally have people in the office 2 days per week - it's a nice office in central London!)
- Flexible working hours and leave policy (25 days annual holidays - excluding bank holidays), plus your birthday as an additional day off 🎁
- All the equipment you need to do your best work
- Budget for personal growth and training
- BUPA health insurance plus unlimited GP video consultations
- YuLife app (we're a bit obsessed with Yudoku...)
- Company-funded therapy when you need it
- And of course, pet insurance for your beloved pets!
Company values
- Be candid and authentic
- Trust and care for each other
- Do the right thing
- We are all owners and optimise for impact
Company HQ
Chelsea, London, UK
Leadership
Ludovic Lacay
(CPO)Previously CPO at Tictrac, before moving on to work as Product Lead at Facebook.
Prior to Napo, he was co-founder and CBO at Tictrac, then Executive Director of Business Development and Partnerships at Babylon Health.
Diversity, Equity & Inclusion at Napo Pet Insurance
Jean-Philippe DOUMENG (CEO)
- We welcome anyone and everyone to the Napo team – people from every background, every identity, every walk of life. We enjoy an inclusive culture where everyone is comfortable to be their true self and do their best work. We encourage, support and celebrate diverse voices.
- The success of Napo depends on our people, and we believe that a happy and engaged team, which strives to celebrate diversity and is truly inclusive, enables us to be the very best we can be for our customers and for each other.
- We value individuality and difference. And we welcome each person's unique perspective and lived experience. We are the sum of all our parts.
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