Fetch Pet Insurance, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice. 

Put simply, Fetch makes vet bills affordable. We offer a comprehensive product that does not have any restrictions based on breed, age, or size. We are believers in helping pets get through their bad days, but also focus on extending the good days. How do we do that? – through a wide portfolio of products + offerings, which include Fetch Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and animal no-kill shelters across North America.

At Fetch, you are a part of that innovation. We value transparency among our coworkers and always have an open line of communication. Ask anyone who works here, it is an all-hands-on-deck, cross-functional, collaborative effort, where you will be able to interact with brilliant, creative, like-minded individuals who have an equally immense passion for pets.

In this role, you will be our people manager overseeing a team of 10-15 claim adjusters. The key skills required fall into two main categories: leadership and claims-specific expertise, which emphasize the ability to motivate, coach, and develop a team while maintaining high standards of claims handling.

Key Responsibilities:

Manage the following job titles:

• Claims Processor: Entry-level adjusters who handle incoming emails, fast-track claims, wellness claims, and other tasks as assigned
• Claims Adjuster:  Adjudicate claims according to policy terms, review medical records, process determinations, verify coverage, consult with veterinary practices, maintain quality assurance, and productivity
• Senior Claims Adjuster: Adjudicate claims according to policy terms, review medical records, process determinations, verify coverage, consult with veterinary practices, maintain quality assurance and productivity, participate in SOP creation, handle customer escalation calls, process first-line reassessments, and support other adjusters.

Leadership and People Management Skills:

• Coaching and Mentoring: The ability to provide constructive feedback, identify individual strengths and weaknesses, and create development plans.
• Motivation and Empowerment: Inspiring the team to meet and exceed goals, fostering a positive and collaborative work environment, and empowering adjusters to take ownership of their work.
• Performance Management: Setting clear expectations and key performance indicators (KPIs), conducting regular performance reviews, and addressing performance issues in a timely and effective manner.
• Conflict Resolution: Mediating disputes between team members or with external parties and maintaining a respectful and professional atmosphere.
• Change Management: Guiding the team through new policies, procedures, or technology implementations with clear communication and support.
• Emotional Intelligence: Being able to understand and empathize with the team's challenges, especially in a high-stress environment like claims adjusting.

Claims and Technical Skills:

A manager of claim adjusters must also have a strong foundation in the work their team performs.

• Deep Claims Knowledge: A comprehensive understanding of the entire claims process, from initial reporting to final settlement.
• Regulatory Compliance: Knowledge of relevant insurance laws, regulations, and industry best practices.
• Analytical and Problem-Solving Skills: The ability to review complex claims, identify potential issues (like fraud or litigation risks), and guide the team toward appropriate solutions.
• Negotiation: Experience in negotiation is crucial for advising and supporting adjusters on difficult cases.
• Technical Proficiency: Familiarity with claims management software and other industry-specific tools.
• Attention to Detail: The ability to review claim files and ensure accuracy and thorough documentation.

Qualifications:

• Minimum of five years of experience as a veterinary technician.
• Bachelor's degree in veterinary science, CVT, or equivalent preferred.
• Property and Casualty Adjuster license in good standing preferred; ability to complete and pass state adjuster licensing.
• Reliable with good attendance.
• Able to work a minimum of 40 hours per week, with occasional weekends and extra hours as needed.

Work-From-Home Set-Up:

• Reliable high-speed internet connection (minimum 100 Mbps download and 30 Mbps upload speed).
• A quiet, dedicated workspace free from disruptions.
• Office workspace large enough for two 19” dual monitors, laptop, mouse, keyboard, and headset.
• Ability to set up and connect equipment shipped to your home (with instructions and remote IT support).

As a company, we understand the importance of work-life balance and prioritize the mental health + well-being of our employees, ensuring you can thrive both professionally and personally.

Not just pets, we want our employees to live their best lives, too — here at Fetch, you will have:

• 401k matching 
• Personal paid time off - 20 days accrued annually, 9 holidays, 1 floating holiday 
• One additional day of PTO is added each year on your anniversary with the company, a maximum of 30 days
• Volunteering - eligible to earn up to 8 floating holiday hours per calendar year 
• Educational Assistance Programs 
• Fetch Pet Insurance discount - 50% off, up to $1000 savings/year

—ABOUT FETCH—

Fetch is a high-growth, Warburg-Pincus portfolio company. We are a passionate group of 350+ employees and partners across the U.S. and Canada dedicated to helping pets live their best lives. We have two offices (New York City, NY, and Winnipeg, Canada), and we currently provide security to over 500,000 pet parents. 

We don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. We are proud to be an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.