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Vetsure are Finalists in Two Major Insurance Award Categories!

The Vetsure Team are thrilled to announce that we have been selected as finalists in two major insurance award categories! Congratulations to our Claims Team who have been selected for the final group in the Insurance Times – Claims Team of the Year Award and to our Customer Service Team who have made it to the final round of the British Insurance Awards for Customer Care!

Everyone in the team is so incredibly proud of these two groups for their tireless work and continuous determination to go above and beyond when providing insurance for the pets entrusted to us.

Customer Care

At Vetsure, we pride ourselves on our excellent levels of customer service and always aim to go the extra mile for our entrusted pets and their owners.

Both our Claims and Customer Service Teams are animal enthusiasts! So, we understand the bond between pets and their owners. We know that when a pet becomes injured or falls ill, it can be one of the toughest things to go through. Worrying about a pet is something we have all experienced. When a pet is unwell, it is almost impossible to think about anything else other than their recovery. This is why we make our claims processes as straightforward as possible, to give our customers one less thing to worry about at a difficult time.

This passion and enthusiasm is reflected in our customer loyalty statistics, with a staggering 96% of our policy holders renewing with us last year. Vetsure focus on providing a customer centred approach and we strive to ensure the policy holders are happy and their pets are healthy. It is clear to see that our customers are delighted with what we do and acknowledge our genuine devotion to customer care. The fantastic relationship that we have with the vets in our network also helps here.

In 2022 we introduced a number of initiatives to help our customers in even more ways. Many of the pets we help care for will face treatment in their lives, but some go through incredibly difficult and life changing procedures. We want to give recognition to these brave pets and dedicated owners through our Pet Bravery Awards, where we celebrate the recovery of a beloved pet, sending them a lovely toy to play with and sharing an article about their journey.

Sadly, not all pets will be able to recover. Most of the Vetsure Team are pet owners ourselves, so we know and understand the true pain of losing a pet. It is heart-breaking when we hear about one of the Vetsure pets passing away as we truly care about all of the pets we insure. Many of our customers may have their own support systems at home, but there are those who unfortunately don’t. We want to ensure that we are here for all of our customers, so we send out a handwritten condolence card when a pet passes away, with a pack of Forget Me Not flower seeds to plant in their pet’s memory.

Claims Team of the Year

Our Claims Team are equally as dedicated and passionate about providing top quality service to our policy holders and aim to make the claims process as straightforward and seamless as possible for the customers’ peace of mind.

Since the start of 2022, the hard-working team have been busy processing claims, with many even being reviewed and settled the same day! Through our digital e-claims platform, our customers have peace of mind that their claim is handled efficiently and giving them one less thing to worry about. We know that worrying about a pet and their recovery can be very stressful, so we make our process easy to save our customers the struggle of dealing with this all by themselves.

Another testament to our team’s tendency to go above and beyond are our Vetsure for Kids Pet Packs, created by Amey Montgomery, our Senior Claims Assessor here at Vetsure. She is also a Veterinary nurse, mother and animal lover so she really knows her stuff! Our Pet Packs help children to understand complex conditions that their pet may suffer with and include a range of helpful information on pet care and medicine safety, as well as engaging activities for children to complete. This is another example of the team’s continuous passion and care to go the extra mile and help in any way they can. These wonderful packs have been praised by some of the vets within our network and are already being handed out in practices to help families understand their pet’s new needs.

Alongside these wonderful initiatives, our Claims Team play a vital role in the Vetsure Family. Their background in veterinary practice is invaluable as they help to educate their fellow colleagues, helping to build a culture of understanding and unanimity between departments. By investing in our team through CPD courses and practice visits, they have built on their already substantial knowledge.

Due to the current economic climate and cost of living crisis, Vetsure have seen claims with smaller amounts increasing. To overcome this increase and match the recent growth of the company, the Claims Team have welcomed three new claims assessors in the last 12 months, allowing us to operate at a more efficient rate to stay on top of the influx of claims. We still continue to operate same day review and settlement with many of our cases!

Vetsure are continuously rated as one of the top pet insurers on popular consumer review sites. We have a4.7 rating on Trustpilot making us the highest scoring pet insurance company, as well as 98% of customers recommending us on along with glowing feedback from many other sites. Our NPS score, which was already well above the industry average, has grown to an excellent high of 71 in October 2022, showing we are valued greatly by our customers.

We are delighted that our hard work and passion had been recognised. This is a huge achievement for Vetsure, and being the only pet insurance company, going up against some big names in the industry in both finals just goes to show that our drive and love for what we do stands out! The best of luck to the Vetsure team members going into the final round, we know you’ll make us proud!