Great customer service keeps Embrace Pet Insurance growing strong. Embrace has already exceeded its projected 25-percent growth in new policy sales this year. In fact, Monday was the company’s biggest sales day in its history. Now in its ninth year, Embrace's co-founder Laura Bennett credits her customers’ experiences with much of the company’s success.

“You can’t always assume it’s all the things you are doing, and you can’t always assume it’s the improving economy,” says Bennett. “People do their research and they always end up looking at Embrace because we have great customer service and a great product. There’s also a growing awareness of pet insurance.”

Embrace posts testimonials from pet owners about their positive experiences with the company and the cost savings from having pet insurance. “It can take a year or two or three before you need a claim, so we rely on client reviews,” says Bennett. “And we’re doing more marketing with outreach to veterinarians because people listen to them.”

Embrace recently added two positions to its contact center and is looking for an IT person and an internal process manager. They’ve grown from 23 people a year ago to 30 today. “It’s nice to be hiring,” says Bennett.

Source: Laura Bennett
Writer: Karin Connelly