Claims Manager

About Fetch

At Fetch, we’re dedicated to helping pets live their healthiest and happiest lives. Our comprehensive insurance coverage is designed with modern pet parents in mind, and we’re proud to support the veterinary, shelter, and breeder communities. We believe in ensuring pets receive the best care possible and are committed to making that vision a reality every day.

Fetch is a high‑growth Warburg Pincus portfolio company with an expanding team of over 350 pet‑loving employees working together to shape the future of pet health and wellness.

The pet insurance industry is more important than ever, offering peace of mind and financial protection for pet owners. The sector is expanding quickly, fueled by growing awareness of the need for accessible, high‑quality veterinary care. With advances in veterinary medicine, pets now have access to the most effective treatments available, making pet insurance an essential component of modern pet care.

In this remote 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.

• 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.

• 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.

• 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.

• 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.

• Relia…