Vetsure Wins Big On Customer Care
3 months ago 
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Vetsure Pet Insurance has won the prestigious Customer Care Award at the 2024 British Insurance Awards. The Awards recognise the best of UK insurers who embody innovation and drive positive transformation. The win highlights Vetsure’s outstanding commitment to excellence and their innovative customer care strategy, beating a strong field of household names including Aviva, LV=, Covéa Insurance, QBE and Zurich Insurance.
Judges looked for an excellent level of customer care, clear standards and validated monitoring of performance and required proof of retention levels and client satisfaction. Vetsure Pet Insurance demonstrated its commitment to customer care through innovative initiatives and personal touches. The company has a retention rate of 97%, showcasing the trust customers have in their services. Vetsure’s lifelong policies and status as the top-rated pet insurer on Trustpilot, ensure long-term, happy customers.
In the last year, Vetsure Pet Insurance has addressed several important customer issues with care and compassion. Responding to a customer's request to insure Bimchi, a dog with a small percentage of banned breed DNA, they changed their policies to maintain fairness in coverage for mixed-breed pets.
In another example, Vetsure Pet Insurance provided bereavement support to long-standing customer Peter, after he lost his dog Jake. The team also helped provide comfort at a difficult time by sending a handwritten condolence card and article celebrating Jake’s life. Most Vetsure team members are pet owners themselves, helping them understand the deep bond between pets and their owners. This empathy shapes their approach to pet insurance, ensuring customers have a hassle-free experience, so they can focus on their pets' well-being.
"Understanding the importance of the special relationship that pet owners have with their pets is at the heart of everything we do and has enabled us to create a unique customer experience," said Dr Ashley Gray, Founder and Managing Director of Vetsure. "We are extremely proud of winning this award and extend a massive thanks to our fantastic team who have helped us achieve this recognition."
The Customer Care Award’s recognition of the trust they have earned from their customers, their innovative approaches and dedication to the pet community sets Vetsure apart in the industry. The impact of these changes is also reflected in Vetsure Pet Insurance’s growth, with over 4,600 new policies gained since January 2023
To find out more about how Vetsure Pet Insurance can benefit your practice, visit https://www.vetsurevet.com/pet-insurance/
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