British Pet Insurance hits the Highs at the Broker Innovation Awards 2022

British Pet Insurance hits the Highs at the Broker Innovation Awards 2022

The Customer Service Team at British Pet Insurance and the Global Head of Marketing and Communications for the Petcover group have both been shortlisted for an award at the up and coming Broker Innovations Awards 2022.

The coveted awards recognise and celebrate development and success in the insurance industry, along with the efforts of specific teams and leading professionals.

The Customer Service team at British Pet Insurance are shining stars of the business; front and centre and the first port of call for our customers, they represent the company with professionalism, knowledge, and friendliness.

The company receives endless feedback about how helpful the team is and despite the challenges the last two years have presented, Customer Service has achieved some real milestones within the business, and the team has grown significantly.

The British Pet Insurance Customer Service team doesn’t just turn up and answer the phone, they regularly come up with constructive ideas to improve and refine processes to increase efficiency and the customer experience.

From quote to claim, the team strives to communicate clearly with customers and to manage their expectations throughout the life of the policy.

CEO Andy Pearce said, “British Pet Insurance has experienced serious growth over the last year, with real warmth coming into our branding and company profile, our sales have increased and therefore our customer service team have expanded and are taking more calls than ever.

“Constant feedback is rolling in about the fantastic customer service the team provides, with FEEFO reviews and Marketing’s daily customer feedback bringing in more and more positive comments for the sterling efforts of our warm, professional, and friendly team.

“I couldn’t be prouder of the professionalism and dedication to our customers that our Customer Service team provides.”

Global head of Marketing and Communications, Anna Hall has been shortlisted for the “Rising Star of the year’ award having joined the Petcover Group in October 2022; despite having sound knowledge and extensive experience in the pet industry, she had not previously worked for a pet insurance company.

Anna inherited a disjointed team spread across Australia, New Zealand, Europe, and the United Kingdom; her first task was to streamline the department and get them working together, bringing in new systems and processes, the ten-strong team moved from being stressed and negative, to the fantastic, positive, creative, productive and cohesive department the Petcover Group enjoys today.

A key area of concentration for Anna has been increasing brand awareness, which has been highly successful; this along with a steep rise in SEO rankings has been directly responsible for sales increases across the business.

Anna is often up and working at 2am so that she can communicate with her colleagues in Australia and New Zealand, ensuring that there are no 24-hour delays in responses and actions to queries; stakeholders often comment, ‘doesn’t she ever sleep?’.

Attention to detail is a key strength for Anna who has strived to ensure the marketing department is proactive, rather than reactive; the CEO and Managing Director will sometimes ask for processes or activities to be implemented and will get the response that the team is already working on the solution and that they will shortly be rolled out across the group,

Asked to comment on Anna’s nomination and subsequent shortlisting, Andy Pearce commented, “Anna has very quickly become an integral part of the Petcover Team, I can’t recall a time that she wasn’t here. She is always available, and her team are producing marketing material that has brought back warmth to our business.

“During a PR crisis in Australia, despite Anna being on annual leave and it being 3am, Anna was on it and dealt with all involved minimizing the situation, whilst keeping relevant members of the team fully informed.

“The systems and processes introduced by Anna have completely turned the Marketing Department around; rather than Marketing being on the back foot in global meetings, the department leads from the front.

“I cannot think of Petcover without Anna and her team and am so pleased that we hired her.”

The final of the awards is held in London in September 2022.