Claims Specialist

Role overview

As a Claims Specialist, you will use veterinary knowledge, careful analysis, and policy understanding to review pet insurance claims and make fair, accurate, and timely decisions. Your work will involve examining medical documentation, clinical notes, invoices, and policy details to determine whether a claim qualifies under Trupanion and Smart Paws guidelines.

You will serve as a dependable contact for pet owners, veterinary teams, and internal colleagues, helping resolve complex claim situations with professionalism, empathy, and strong attention to detail. The role also includes handling appeal reviews and explaining claim outcomes clearly.

To succeed here, you should bring strong analytical thinking, sound judgement, curiosity, and the ability to balance policy interpretation with a high-quality customer experience. The ideal candidate combines veterinary familiarity, customer service experience, and problem-solving skills to manage complex claims confidently.

Work setup

This is a remote position open to candidates based in Germany or Switzerland. A stable internet connection via hard-wired Ethernet is required.

The team meets in person once every quarter for up to one week, and the meeting location may change depending on business needs.

Responsibilities

• Assess pet insurance claims by reviewing veterinary records, clinical notes, invoices, and policy details to decide claim eligibility and final outcomes.
• Apply policy wording, claim rules, and internal procedures accurately and consistently.
• Handle secondary reviews for appeals and explain claim decisions in a clear, professional manner.
• Work through complex cases by collecting, checking, and interpreting relevant medical and policy information.
• Spot missing or incomplete documentation and follow up with clinics, specialists, or pet owners to obtain what is needed.
• Communicate by phone and email with veterinary professionals, pet owners, and internal teams about claim status, decisions, and policy-related questions.
• Provide a compassionate, efficient, and positive experience during sensitive claim situations.
• Keep records accurate and up to date across multiple internal systems.
• Partner with cross-functional teams to improve operational performance and support ongoing improvements.
• Share ideas and feedback that help refine claim workflows, processes, and customer experience.

Qualifications

Applicants must have professional English proficiency and professional fluency in either German or French.

A minimum of 2 years of experience in a customer-facing environment related to veterinary services, animal health, pet insurance, or a similar field is required.

Strong knowledge of veterinary terminology, common illnesses, treatments, and diagnostic procedures is expected.

Hands-on experience working with clients or pet owners in a veterinary clinic, hospital, or animal health setting is highly desirable.

Experience with medical record review, patient support, claims adjudication, or insurance operations will be considered an advantage.

You should be comfortable learning and using several systems, workflows, and technologies, and have solid proficiency with Microsoft Office and other business software.

Schedule

This is a full-time role based on 37.5 hours per week, with working hours that may change according to business requirements.

Flexibility is required for shifts that may begin as early as 07:00, continue until 19:00, and include Saturdays.

If your schedule changes after hiring, you will receive at least 30 days' notice.

Compensation

The salary is tied to a full-time schedule. In addition to base pay, employees are eligible for monthly bonuses linked to individual and company performance goals.

The company may also offer Restricted Stock Units that vest over a 4-year period.

Benefits and perks

• 25 days of holiday leave.
• A five-week sabbatical after five years with the company.
• Medical insurance for a cat or dog.
• Medical concierge support through Summus.
• Lifestyle Spending Account (LSA).
• Family planning support through Carrot.
• Employee Assistance Program.
• A casual, open, pet-friendly, and enjoyable office culture.

Additional information

The organization encourages a team culture built around caring, collaboration, courage, curiosity, honesty, inclusion, and nimbleness. These values reflect how the team works together, communicates, adapts, and continues improving.

• Caring: Treat each other kindly and assume good intentions.
• Collaborative: Work as one team toward shared goals.
• Courageous: Take initiative, embrace risk, and make bold decisions.
• Curious: Continuously look for new knowledge to improve yourself and your work.
• Honest: Believe open and candid communication supports effective teamwork.
• Inclusive: Welcome and value different people and perspectives.
• Nimble: Adapt quickly and evolve to support progress and innovation.

The employer is committed to equal opportunity, diversity, and inclusion, and will provide reasonable accommodations for the application process, interviews, essential job functions, and other employment-related benefits and privileges upon request.