This week, the team continued to focus on stabilization while improving for the future. Here’s an overview of our progress milestones for this week: 

  • We‚Äôre working through strategic improvements on our claims communication, including email content and adding SMS features.
  • Our product team is working on a chatbot replacement for Leo that integrates with our live agents. This will be helpful in achieving our goal of on-demand servicing of our customers in the future.
  • We adjusted our service team‚Äôs hours this past Saturday, to better work through email and chat queues of questions. Ultimately, this will help us answer our customers faster when they need us.
  • Our design, product and CX team collaborated on a new app and customer portal design, launching within the coming weeks.
  • We switched our refund functionality from manual to automated so our customers can get paid back faster when qualifying for a refund

More to come!

Posted 
Apr 23, 2021
 in 
Member Experience
 category

Get covered with Petplan

An insurer who cares about your pets (nearly!) as much as you do.

Start quote

More from 

Member Experience

 category

View All

Join Our Newsletter and Get the Latest
Posts to Your Inbox

By subscribing you agree to our terms and conditions.
No spam ever. Read our Privacy Policy
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.