Job Advert

Are you passionate about helping people and pets?

We’re on the lookout for a Claims Phone Agent to join our friendly, compassionate, and hardworking Claims Team.

This role is at the heart of our customer journey — guiding pet owners with care and empathy from the moment a claim is made to its final resolution.

We feel this role could be perfect for an experienced Veterinary Nurse or receptionist who is looking to progress their career within the insurance sector.

Our Claims Phone Agents will all start on Monday 17 November and there will then be a 4-week virtual induction/training to 12 December.

Package: Base salary up to £23810, 25 holiday days (plus your birthday off), health care cash plan, pension, wellbeing support and pet insurance discount.

What You’ll Be Doing:

• Be the first point of contact for customers making a claim — by phone, Live Chat, or email.
• Offer expert guidance and real-time support across all stages of the claims process.
• Support pet parents in emotional and sensitive situations — including pet bereavement and difficult claim decisions.
• Collaborate with colleagues in Technical, Offshore, and Operational areas to deliver top-tier service.
• Continuously improve our claims process by sharing insights and championing the customer voice.

What we look for you in you:

• Experience working in a remote or contact centre environment and/or customer service or support role.
• The communication skills and empathy to make people feel heard and supported.
• Ability to manage high call volumes and repetitive tasks while staying focused and positive.
• Computer-literacy (comfortable with Microsoft Office and databases).
• Experience in or understanding of insurance – especially within claims - is a big plus.

Why choose Animal Friends

Animal Friends has been supporting UK pet owners for more than 25 years with our comprehensive and meaningful pet insurance. We are not only an award-winning business but one of the largest pet insurance providers in the UK. But we’re not like other leading UK pet insurers, we were built to be unmistakably different – giving back to incredible animal welfare and conservation charities, at home and around the world, as they fight to support and care for vulnerable pets, wildlife, and habitats. So far, we’ve helped support over 800 charities and conservancies across the UK and worldwide and donated over £8.5 million and continue to use our voice and platform to fight for positive change. We believe that even the smallest act can make a big difference.

We understand that our success is only possible because of how we work together, which is why our company values of being courageous, kind-hearted and passionate are the heart of what we do – and we simply wouldn’t be who we are today without our colleagues, who embody these values every day.

We are part of the Pinnacle Pet Group (PPG) – a pan European fully integrated pet insurance and pet health services provider. On a mission to help pets live happy, healthy lives with their pet parents, PPG are committed to supporting the diverse needs of their customers and colleagues with a clear ambition to become the world leader in pet insurance and healthcare services.

Inclusion, Diversity and Belonging at Animal Friends

At Animal Friends, we take inclusion seriously. This means nurturing a culture that respects everyone as an individual and values the unique perspectives we all bring through our background, characteristics, and lived experiences.

We know that harnessing our differences makes us stronger and helps us to deliver better outcomes for our customers and each other. That’s why we are committed to ensuring that everyone is treated fairly and without discrimination, and we are passionate about creating an inclusive environment where everyone feels they belong.

Our recruitment process

As an FCA regulated business, we require successful applicants to clear our pre-employment screening process which includes a credit check, and references checks. Under the latest UK Right to Work regulations, we will require successful applicants to evidence their right to work in the UK, either in person, online, or digitally via a third party subject to circumstances.

Please be aware this advert will remain open until the vacancy has been filled rather than the advertised closing date. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.