Motor Administration

Our Mission Happy, healthy pets make for happy, healthy people. We aim to strengthen the unique bond between pets and their parents through our innovative products and services, enabled by brilliant colleagues who embody our values of performance, exploration, togetherness, and sustainability.

Journey and Ambition In 2016 we focused entirely on pet insurance with pets and families at the centre of our strategy and in 2017 launched a new brand, Every Paw. To offer customers a choice of insurance options, we partnered with Sainsbury and Argos and went live in 2019. Many talented colleagues have joined us, and we now partner with brands across retail, charity and financial services.

Over the last six years the number of pet parents we support has grown five-fold to over half a million in 2023. Together we built the leading Pet Partnership business in the UK and are proud to support and engage pet parents every day. Our ambition is to deliver long‑term success and growth through empowerment and strong collaboration focusing on our two brands;
Every Paw and Pet Protect, building great relationships with partners to provide market leading products, innovative new services, simplicity and a great customer experience. Our goal is to support over 1 million pet parents by the end of 2026.

Pinnacle Pet UK provides great opportunities for those who love pets, want to learn, be challenged and develop. As a team, we are focused on performance and great customer outcomes. We support each other to achieve our individual and collective goals and have a culture where everyone can be authentic, diverse and innovative and truly be the best version of themselves supporting what we do best – pets.

Under a Third‑Party Agreement, agents are administering existing motor GAP policies and Extended Warranty policies on behalf of Quest in accordance with the procedure and process documents. Agents are accountable for taking and recording all first notification of loss (FNOL) for GAP and Extended Warranty claims utilising PMS’s (SQL, Eurica and Pippa). Claims reported are to be administered including keeping in touch with the policyholders through the follow up procedure, to making decisions on claim outcomes and making plans on how to resolve situations which occur out of the ordinary.

Agents are also responsible for handling inbound and outbound customer queries (B2C and B2B) and seeking to resolve these where possible appropriately and promptly using the PMS’s to capture and maintain customer records and where possible in initial contact. Agents play a central critical administrative role relating to the collection of premium, debt, and policy management. Making decisions and arrangements to ensure terms and conditions are met, policyholders informed, and we do not contribute towards an incorrect policy or debt situation arising.

Agents are further responsible for ensuring good outcomes are presented in routine reporting to the underwriter, and for producing data where required to support in regulatory responses.

• Adherence to agreed department processes, service level agreements and procedures such as requests for data subject rights, complaints, treating customers fairly, fair value, and GDPR to deliver department objectives, SLAs, KPIs, and regulatory, group and company requirements.
• Proactively seek ways to improve the customer experience through each interaction, paying due regard to the interests of customers and treating them fairly using appropriate, fair, clear, accurate communication in a variety of mediums.
• Ensuring any regulatory obligations applicable to the role are met. Adherence to conduct standards:
  Act with integrity;
  Act with due skill, care, and diligence;
  Pay due regard to the interests of customers and treat them fairly.
• Maintain an acceptable level of attendance, punctuality and time keeping, monitoring cover for telephone lines during business opening hours.
• Follow company regulations on Health and Safety, maintaining a safe, tidy, and compliant working environment.
• Liaising with other departments in a professional manner.
• Promote a positive image of Pinnacle Insurance and group…