Claims Specialist

About Trupanion

Trupanion is a leading medical insurance provider for cats and dogs primarily in North America and recently expanding in Europe. The company aims to assist responsible pet owners in budgeting and caring for their pets by providing exceptional customer service and innovative insurance solutions. The work environment is collaborative, informal, and pet-friendly, encouraging employees to be their authentic best.

Role Overview

As a Claims Specialist, you will use your veterinary medical knowledge, critical thinking, and understanding of policies to assess pet insurance claims accurately and fairly. Your duties include reviewing veterinary medical records, clinical notes, invoices, and insurance policies to decide claim eligibility in alignment with company guidelines. You will serve as a trusted point of contact for pet owners, vets, and internal teams, handling complex claims with empathy and professionalism. Additionally, supporting the appeals process by conducting secondary claim reviews with clear explanations of decisions is part of this role.

Key Responsibilities

• Evaluate claim eligibility by analyzing veterinary records, notes, invoices, and policies.
• Apply claims guidelines and policy language consistently and accurately.
• Perform secondary reviews during appeals, communicating outcomes clearly.
• Investigate complex claims by collecting and interpreting relevant information.
• Identify missing information and proactively request required documents from clinics or pet owners.
• Communicate effectively with veterinary teams, pet owners, and internal departments by phone and email.
• Provide efficient, empathetic service to claimants during sensitive situations.
• Maintain detailed and accurate claim documentation across multiple systems.
• Collaborate with cross-functional teams to improve processes and operational performance.
• Contribute suggestions to enhance claims workflows and customer experience.

Qualifications and Skills

• Fluency in English, German, and French at a professional level.
• Minimum of two years’ direct experience in veterinary care, animal health, pet insurance, or similar customer-facing environments.
• Strong knowledge of veterinary medical terminology, conditions, treatments, and diagnostics.
• Preferred experience working with clients in veterinary clinics or hospitals.
• Familiarity with reviewing medical records and insurance claims adjudication is advantageous.
• Competent with Microsoft Office and other business software; able to manage multiple systems.
• Excellent analytical, problem-solving, and decision-making skills.
• Meticulous attention to detail with strong consistency and accuracy.
• Outstanding written and verbal communication abilities.
• Customer-focused with empathy, especially in challenging interactions.
• Capable of managing multiple priorities and adapting to changes.
• Self-driven and collaborative team contributor.
• Commitment to continuous professional development and improvement.

Work Schedule

• This full-time role involves 37.5 hours per week with variable scheduling based on business needs.
• Work hours may start as early as 7:00 AM, extend up to 7:00 PM, including Saturdays.
• Changes in schedule will be communicated at least 30 days in advance.
• Quarterly in-person team meetings lasting up to one week at variable locations are expected.

Compensation and Benefits

• Salary based on full-time employment with eligibility for monthly individual and company performance bonuses.
• Potential participation in Restricted Stock Units vesting over four years.
• Annual 25 days of holiday leave.
• Five-week sabbatical granted after five years of service.
• Medical insurance coverage for a cat or dog.
• Access to a medical concierge service (Summus).
• Lifestyle Spending Account (LSA) for personal expenses.
• Family planning assistance through Carrot.
• Employee assistance program for support.
• Open, casual, pet-friendly, and engaging company culture.

Additional Notes

• Trupanion fosters a culture defined by caring, collaboration, courage, curiosity, honesty, inclusivity, and agility.
• The company values diversity and is committed to equal employment opportunity.
• Reasonable accommodations are available throughout the recruitment and employment process upon request.
• This role requires a reliable Ethernet internet connection for remote work within Germany or Switzerland.