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.

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.

How?

By being about more than just insurance and creating innovative, memorable experiences that our members love and keep coming back to.

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.

You should apply if

• 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 we offer

📈 Everyone is an owner at Napo; you will receive stock options on day 1

🏡 Hybrid work environment (for now, we love to have people in the office two days per week - we have a friendly office in central London)

🏖️ Generous leave policy (25 days annual holidays + 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

✅ Some of our other benefits:

• BUPA health insurance with YuLife app
• Unlimited GP video consultation (via Bupa Blue Health)
• Pension scheme
• Napo insurance for your pet(s)

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.

Locations

London

Remote status

Hybrid Remote

Yearly salary

£32,000 - £36,000

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