Some of our long-standing clients may remember that before joining Watkins + Tasker Vets, I originally qualified as a Veterinary Nurse in 1982. 

I later spent nine years working for a well-known pet insurance company as a technical advisor, which gave me a real insight into the claims process from both sides.

My day usually starts early with my horse, Ivee, and my Herdwick sheep, George. I make sure they’re both sorted before heading into work for the day.

Once I’m in the office, the first job is working through emails from clients, reception teams, and insurance companies that have come in overnight. Reception from all three branches send through lists of clients needing claims support, which I check and add to the work list for the day.

From there, it’s a mixture of completing claim forms, preparing clinical histories and invoices, liaising with insurers, and keeping everything updated and recorded correctly. My background in both veterinary nursing and insurance helps me navigate the process efficiently and support clients where possible — including challenging declined claims, which many clients will know I’m always happy to do when appropriate.

I’m also very lucky to have my colleague Jude (who is bunny mad!), our Insurance Administrator, who helps keep everything running smoothly. With the number of claims and queries we handle each month, having an extra pair of hands is invaluable, and Jude plays a big part in making sure we do not fall behind.

We process around 500 insurance requests every month, so no two days are ever quite the same. Some claims are straightforward, while others take a little more investigation and communication, which certainly keeps me busy.

One of the biggest parts of the role is helping to make the insurance process less stressful for clients at what is often already a worrying time for them and their pets.

After a busy day, I head back home to the farm to finish the day where it started — with my animals and a bit of well-earned quiet time.

Penny J – Insurance Co-ordinator