Claims Administrator (Medical / Life Insurance Exp)- Work from Home / Midshift

The Claims Administrator will support the efficient and accurate processing of insurance claims by liaising with customers, veterinary practices, and internal stakeholders to gather required information, assess claims, and communicate outcomes. The role requires strong attention to detail, clear communication, and the ability to manage tasks in a timely and professional manner while meeting service and regulatory standards.

• Actively chase, request, and gather information required for claims assessment and underwriting referrals.
• Approve claims and communicate outcomes clearly to customers.
• Communicate claim decline decisions professionally and sensitively.
• Respond to claim enquiries via phone and email.
• Answer and resolve inbound customer queries.
• Maintain clear and efficient communication with customers, veterinary practices, and other third parties to obtain information and progress claims.
• Ensure customer satisfaction is exceeded while meeting company and regulatory service standards.
• Produce high-quality documentation and maintain accurate records in internal systems.
• Complete a variety of administrative tasks with strong attention to detail.
• Complete daily tasks in a timely manner, using effective problem-solving skills.
• Ensure team SLA and KPI targets are consistently met.
• Maintain comprehensive knowledge of company products.
• Undertake regular learning and development in line with company and FCA requirements.
• Share knowledge and expertise with colleagues.
• Support other departments when required.
• Proactively identify and contribute to improvements in operational claims processes.
• Other position-level duties as they arise.

• Tertiary qualification in Business Administration, Office Administration, Communications, or a related discipline, or relevant work experience, is essential.
• Proven experience in a customer service or administrative role is essential.
• Insurance and claims experience is advantageous but not essential.
• Strong written and verbal communication skills, with the ability to handle sensitive situations professionally, are essential.
• High level of attention to detail and accuracy is essential.
• Strong organisational and time-management skills are essential.
• Ability to manage multiple tasks and meet deadlines is essential.
• Problem-solving mindset with a proactive approach is essential.
• Ability to work both independently and collaboratively within a team environment is essential.
• Competency in using internal systems and Microsoft Office applications is essential.
• Willingness to learn and maintain knowledge of company products and regulatory requirements is essential.