Claims Specialist

About Trupanion

Trupanion is a prominent medical insurance provider for cats and dogs based in North America, now expanding into Europe. Our mission centers on assisting responsible pet owners to effectively manage the costs of pet care while ensuring excellent service experiences for our members, their pets, and veterinary partners. Our environment is collaborative, informal, and pet-friendly, inspiring employees to be their authentic best.

Role Overview

The Claims Specialist role blends veterinary expertise, critical analysis, and knowledge of policy details to accurately and fairly assess pet insurance claims. Duties involve scrutinizing medical records, clinical notes, invoices, and insurance policy documents to determine eligibility in line with Trupanion and Smart Paws guidelines.

This position serves as a reliable resource for pet owners, veterinary teams, and internal departments, skillfully handling complex claims with empathy and professionalism. Supporting the appeals process through secondary reviews and clear communication of claim resolutions is also essential.

Success requires strong analytical thinking, sound judgment, curiosity, and a capability to balance policy interpretation with delivering excellent customer experiences. Ideal candidates will have hands-on veterinary knowledge, customer interaction experience, and adept problem-solving skills.

Work Arrangement

This full-time role (37.5 hours/week) operates remotely for candidates located in Germany or Switzerland with reliable wired internet access. Team gatherings are expected quarterly for up to a week at varying locations.

Key Responsibilities

• Examine veterinary medical documents and policy information thoroughly to confirm claim eligibility and determine outcomes.
• Adhere strictly to policy language, claims protocols, and procedural standards.
• Carry out secondary claim reviews during the appeals process, providing transparent rationale.
• Investigate complex claims by collecting and analyzing all pertinent medical and policy data.
• Identify and proactively obtain missing documentation from veterinary clinics, specialists, or pet owners.
• Communicate claim decisions, updates, and policy clarifications professionally with stakeholders via phone and email.
• Ensure customer interactions remain empathetic and positive, especially in sensitive situations.
• Maintain meticulous records within internal systems.
• Collaborate with cross-team initiatives aimed at operational improvements.
• Contribute constructive feedback to enhance claims workflows and customer satisfaction.

Required Qualifications

• Fluency in English, German, and French at a professional working level.
• At least 2 years of customer-facing experience within veterinary, animal health, pet insurance, or associated fields.
• Good understanding of veterinary terminology, common diseases, treatments, and diagnostics.
• Preferred direct experience engaging with clients or pet owners in veterinary settings.
• Experience in medical record review, supporting patient care, claims adjudication, or insurance operations is advantageous.
• Ability to learn and adapt to multiple platforms, procedures, and software.
• Proficiency in Microsoft Office and other business tools.

Core Competencies

• Strong analytical and problem-solving capabilities.
• High attention to detail with accuracy and consistency.
• Intelligent assessment of complex information to inform decisions.
• Excellent verbal and written communication skills.
• Customer-oriented with empathy and professionalism.
• Effective multitasking across diverse systems and priorities.
• Adaptable and resilient in a dynamic work environment.
• Self-driven with ability to work independently and within a collaborative team.
• Proactive in continuous learning and process improvement.

Work Schedule

• Full-time, 37.5 hours weekly; shifts may vary according to business requirements.
• Flexibility to start as early as 7:00 AM, work until 7:00 PM, and potentially work Saturdays.
• Schedule modifications after onboarding will include 30 days advance notification.

Compensation and Benefits

• Salary commensurate with full-time employment and eligibility for monthly performance-based bonuses.
• Potential grant of Restricted Stock Units vesting over four years.
• 25 vacation days annually.
• Five-week sabbatical after five years of service.
• Medical insurance coverage available for a cat or dog.
• Access to medical concierge services.
• Lifestyle Spending Account benefits.
• Family planning support.
• Employee assistance programs.
• Enjoy a pet-friendly, casual, and engaging workplace culture.

Additional Company Values

• Care: Kindness and assuming positive intent.
• Collaboration: Working together to meet goals.
• Courage: Boldness and risk-taking.
• Curiosity: Continuous learning and improvement.
• Honesty: Transparent communication fostering teamwork.
• Inclusion: Valuing diverse people and perspectives.
• Nimbleness: Adaptation and innovation for progress.

Diversity & Inclusion

Trupanion is an equal opportunity employer, embracing diversity and providing reasonable accommodations for candidates throughout the hiring and employment processes.