Job Summary Table OF Claims Phone Agent

🌟 Job Description Summary

Animal Friends Pet Insurance is hiring for a Claims Phone Agent to deliver exceptional customer service while handling complex claim inquiries. This is a full-time, remote role starting in August 2025.

📞 Responsibilities of the Claims Phone Agent

As a key part of our customer-facing claims team, your responsibilities include:

• Handling up to 60 calls daily related to complex and sensitive claim queries.
• Responding to customers via Live Chat and email.
• Delivering accurate guidance using defined procedures and standards.
• Supporting customers patiently through claims processing.
• Meeting quality benchmarks aligned with company and FCA regulations.

🎁 Benefits and Perks

At Animal Friends, we believe hard work deserves generous rewards. You can look forward to:

• ✅ 25 days annual leave + your birthday off + bank holidays.
• ✅ Healthcare cash plan and private medical insurance.
• ✅ 50% off pet insurance and free JOII Vet app access.
• ✅ Pension contribution at 8%.
• ✅ Discounts on gym memberships and wellbeing support.
• ✅ Quarterly recognition program — donate £3,000 to your favorite charity if selected as Employee of the Quarter.
• ✅ Training, development, and internal progression opportunities.

🐾 Company Overview

Animal Friends Pet Insurance Ltd was founded with a strong ethical mission: providing pet insurance while supporting animal welfare. With over 20 years of growth, they’re a market leader in ethical pet insurance in the UK. The company is not just about policies — it’s about protecting the pets we love.

🌿 Company Culture

At Animal Friends, the values of kindness, courage, and passion are at the heart of everything. The workplace is inclusive, pet-friendly, remote-first, and encourages growth, recognition, and a sense of purpose. Their mission extends beyond customers — it touches on employee well-being and meaningful work.

🚀 Career Growth Opportunities

The Claims team offers a strong starting point for anyone looking to build a long-term career in customer service, insurance, or pet care support. With structured training and performance-based promotions, this role can be a springboard for your career development.

🤝 Diversity, Equity, Inclusion, and Belonging

Animal Friends welcomes applicants of all backgrounds including race, gender identity, age, sexual orientation, disability, religion, and nationality. They provide accessibility accommodations and ensure every candidate feels valued and included throughout the hiring process.

⚖️ Equal Opportunity Statement

Animal Friends Pet Insurance Ltd is an Equal Opportunity Employer, embracing diversity and providing a fair recruitment process. Your application will be treated in strict confidence.

🏠 Remote Work Policy

This is a fully remote role. You’ll need a quiet workspace and reliable internet connection. All necessary training and tools will be provided. Animal Friends fosters a culture of trust, flexibility, and virtual collaboration to ensure remote employees are supported and included.

📝 Application Process

Here’s what to expect when you apply:

1. Initial Screening Call – A friendly chat with one of our recruiters.
2. Video Interview via Teams – Meet with two hiring managers and ask questions.
3. Final Decision – You’ll hear back shortly after the interview.

⚠️ Interviews are ongoing until the position is filled, so apply early!

📅 Application Deadline

There is no fixed deadline. The job will remain open until filled, so early applications are highly encouraged.

📬 How to Apply

Ready to join a compassionate, mission-driven team?

👉 Apply here via LinkedIn

🔗 Social Media Links

Stay updated on our journey and culture:

• LinkedIn – Animal Friends
• Facebook – Animal Friends
• Instagram – Animal Friends

❓ FAQs or Additional Information

• Start Date: August 18, 2025
• Induction Period: 4 weeks training fully provided.
• Contract Type: Permanent, full-time
• Hours: 37.5 hours per week, Monday to Friday, 9 AM – 5 PM

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