Pet Insurance Customer Support Specialist (Claims)

About Our Company and Team At Prudent Pet Insurance Agency, we want our pets to enjoy great health and receive the best medical care possible throughout their lives. Like so many people today, we consider our pets to be members of the family and want to do whatever it takes to keep them safe. Knowing your options when it comes to pet insurance policies means you can protect your pet, your finances, and your overall pet care experience. That's why we offer policies that are easy to understand, easy to buy and easy to use. And what makes us truly unique is an outstanding, caring, and diverse team that allows us to provide the best of everything to our policy holders. We provide nationwide, customer centric service and are looking to grow our team with those that are as passionate about pets as we are. We are searching for those with stellar personalities, unique perspectives, and those who understand the value of teamwork - all with the focus of pet health at top of mind. We do what we love, and we love what we do! Join the #PrudentPetFam and help our policy holders keep their promise to their pets. Why Prudent Pet? If you are looking for a fast, fun, dynamic company that thrives on team involvement, pet passion, and fostering creativity, you have found your dream job. What do we offer in return? Plenty, but check out some highlights below:

• Base Salary
• Generous benefits package including medical, dental and vision
• An immediate PTO bank to use as well as flexible schedules
• Employee discount on your pet insurance
• Opportunities for sharing your knowledge and experience across the entire organization
• A seat in a small, fast-growing company with opportunities for growth, leveraging your creativity, and promotions from within.
• Being a part of an inspiring, brilliant, entertaining, highly efficient and productive culture that you can find nowhere else

This is a career to get excited about! About The Role – Claims Customer Support Specialist – Remote Position We are looking for someone with some pet insurance claims experience and veterinary experience to work within the claims team at Prudent Pet. This role will be primarily customer support with increasing exposure to claims adjudication. The right candidate has knowledge of the insurance claims process, is an expert at communicating with both policy holders and veterinary staff, is extremely organized, and has strong analytical and problem-solving skills. This is a great opportunity for one who is naturally curious and has a knack for figuring out the best processes and procedures for accurately reviewing medical records and invoices. Core Responsibilities

• Communicate professionally with external partners (e.g., veterinary offices, breeders, adoption agencies) to request and verify information
• Assists our claims team by answering inbound policy holder calls, explaining claim determinations, processing orthopedic waivers, and educating coverage details with clarity and empathy
• Assist the claims team with medical record retrieval, document processing, and Freshdesk ticket management
• Adjudicate pet insurance claims in accordance with policy terms, limits, and timelines
• Evaluate and resolve claim issues with accuracy and efficiency
• Manage end-to-end claims processing within the claims system
• Prepares and provides reports to management as requested
• Identify opportunities to improve claims processes and operational efficiency
• Ask customers for reviews and referrals
• Performs all other duties as assigned

Principal Working Relationships

• Reports directly to the Claims Manager
• Strong working relationship with Claims, Service and Sales Teams
• Frequent communication with senior leadership
• Other key home office employees

Qualifications

Licensure

• Independent Adjuster License preferred (not required)

Experience

• At least one year of pet claims experience preferred
• At least three years of customer service experience preferred
• At least five years of Vet Tech experience required
• It is critical that this person be flexible and can mold and adapt their processes as we continue to determine efficiencies
• Must possess a can-do attitude, one who is willing and able to go above and beyond, a true team player
• Must be an expert communicator with the ability to build relationships, both over the phone and over messaging platforms like email, text, MS Te