Claims Specialist

Company Overview

Trupanion provides medical insurance for cats and dogs, with a strong footprint in North America and a growing presence in Europe. The company’s purpose is to help responsible pet owners plan for veterinary care costs, while delivering a customer experience that is reliable, caring, and effective for members, their pets, and veterinary partners.

Trupanion promotes a collaborative, informal, and pet-friendly workplace where people are encouraged to show up authentically and do their best work.

Role Summary

As a Claims Specialist, you will use veterinary medical knowledge, analytical judgment, and policy understanding to evaluate pet insurance claims. Your work will involve reviewing medical records, clinical documentation, invoices, and policy details to decide whether a claim is eligible and to ensure decisions align with Trupanion and Smart Paws guidelines.

You will act as a dependable point of contact for pet owners, veterinary teams, and internal colleagues, helping handle complicated claim situations with professionalism, empathy, and precision. The role also includes supporting appeals by completing secondary reviews and explaining claim decisions clearly.

Success in this position depends on strong analysis, good judgment, curiosity, and the ability to balance policy interpretation with a consistently positive customer experience. The ideal candidate combines veterinary insight, customer service experience, and problem-solving ability to manage complex claims confidently.

This is a remote role open to candidates based in Germany or Switzerland. A stable internet connection via hard-wired Ethernet is required. The team will meet in person once each quarter for up to one week, and the meeting location may change depending on business needs.

Key Responsibilities

• Examine veterinary records, clinical notes, invoices, and policy details to determine whether a claim meets eligibility criteria and what outcome should be issued.
• Interpret policy wording, claims rules, and internal procedures accurately and consistently.
• Handle appeal-related secondary reviews and explain claim decisions in a clear, professional manner.
• Work through complex claim cases by collecting, checking, and interpreting relevant medical and policy information.
• Spot missing or incomplete details and request supporting documentation from clinics, specialists, or pet owners when needed.
• Speak with veterinary professionals, pet owners, and internal stakeholders by phone and email about claim status, decisions, and policy-related questions.
• Provide a responsive, compassionate, and positive experience during sensitive claim situations.
• Keep records accurate and up to date across multiple internal systems.
• Work with cross-functional teams to improve operational performance and support ongoing process enhancements.
• Share ideas and feedback that help refine claims workflows, processes, and the overall customer journey.

Requirements

• Professional working English is mandatory.
• Professional-level German or French fluency is required.
• At least 2 years of experience in a customer-facing role within veterinary care, animal health, pet insurance, or a related field.
• Solid knowledge of veterinary terminology, common conditions, treatment methods, and diagnostic procedures.
• Direct experience supporting clients or pet owners in a clinic, hospital, or animal health setting is strongly preferred.
• Background in medical record review, patient support, claims handling, or insurance operations is an advantage.
• Ability to learn and work across multiple systems, tools, workflows, and technologies.
• Comfortable using Microsoft Office and other standard business applications.

Working Hours and Schedule

This is a full-time position with a 37.5-hour workweek. Schedules may change depending on business requirements.

The role requires flexibility to begin as early as 07:00, work until 19:00, and work on Saturdays.

Any future schedule adjustments after joining will be communicated at least 30 days in advance.

Compensation

Pay is structured for a full-time schedule. In addition to salary, employees are eligible for monthly bonuses linked to individual and company performance.

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

Benefits and Perks

• 25 days of holiday leave.
• A five-week sabbatical after five years of service.
• Medical insurance coverage for a cat or dog.
• Access to Medical Concierge services through Summus.
• Lifestyle Spending Account (LSA).
• Family planning support through Carrot.
• Employee Assistance Program.
• An open, relaxed, pet-friendly, and enjoyable office culture.

Additional Information

Candidates should understand and reflect the team values of caring, collaboration, courage, curiosity, honesty, inclusiveness, and adaptability. The company emphasizes working together, communicating openly, welcoming different perspectives, and remaining flexible in a fast-changing environment.

• Caring: Treat one another with kindness and assume positive intent.
• Collaborative: Work together to achieve shared company goals.
• Courageous: Take initiative, accept calculated risk, and make bold decisions.
• Curious: Continuously seek knowledge and look for ways to improve.
• Honest: Use direct, candid communication to strengthen teamwork.
• Inclusive: Welcome and respect all people and viewpoints.
• Nimble: Adapt quickly and evolve to support progress and innovation.

Trupanion is an equal opportunity employer and values diversity across backgrounds, abilities, perspectives, and skills. Reasonable accommodation is available for applicants and employees during the hiring process, interviews, job duties, and other employment-related benefits and privileges.