Pros
*Everyone up to the Director level actually cares about their employees. Unfortunately, that means they're also fighting constantly for them because most people above that, especially those with 3 letter titles, say they care but make decisions that say otherwise. *You get to work from home but you have to be good at your job it will be noticed if you slack off. *Our COVID response was fantastic. We immediately went full 100% remote, released surveys on whether people wanted to come back to the office or not, and are basically indefinitely remote now until we feel safe. We also get extra days of sick leave that does not count against your PTO/normal sick days if you are c19 positive. We did fire a few people during the pandemic though, which probably could have waited. *Most employees here are the coolest people ever. You're going to meet your best friend for sure or maybe a roommate. All of these people you want to "have a beer with". I'm sure remote culture now will change that but that's how it is in person. *LGBTQ+ !!! We are HIGHLY accepting of this and encouraging. We are also pro Black Lives Matter. We celebrate and respect your pronouns. ****the main reason to work here: get your sales license or claim adjuster license! This can lead to a ton of future opportunities outside of the company. From service you'll go to Retention and get licensed. You can also go to Sales. As an adjuster you'll have to have vet tech experience then we will license you. Petplan is NOT a place for a career but it is a place to start one if you're smart. *This place still wants to give great customer service to people and that is something that is celebrated. For now. The culture is unfortunately shifting to more of a cold, insurance company. We tend to be a "see-saw" over the years where we are either at one extreme of something or another(regardless of the topic).
Cons
*Right now is very busy - we are understaffed in the call center (sales and service) and have 10-50 calls in queue at all times. The other day there was 100 calls. Luckily there isn't a push to keep calls under a certain time. We are asking our teams to do impossible tasks like clear those queues though, work extra hours, work in other departments, and answer 100 customer emails per hour. Adjusters have to do about 100 claims per day right now with researching the medical records. The ask of the employees is just crazy. 6 people walked out over the past month in service alone, which has never happened before. I'm sure more are leaving. *The changes that are coming in the next 8 months are significant and not in a good way. rumor is a new system is coming this fall or before next year. *There are no career opportunities to grow unless you get your sale license and leave. *Last year 5 employees told me "I was promised a huge raise or a bonus and then when December came around they told me they didn't know what I was talking about." - NEVER do anything without getting it in writing. This company literally hopes you are ignorant enough to screw you over like this. *If you do get an opportunity it will be taken away soon. This has happened to multiple employees, especially over the past year (myself included). But we rapidly hire from outside the company for positions without ever offering them internally. *You're going to have to memorize and understand 4 different versions of the Terms and Conditions and explain claim outcomes in service. You're basically a claim adjuster without the pay. Claims adjusters just have to know the info but we never have to speak to a customer. Why was my $8k claim denied and now my dog has to be put down? - it's your job to answer that in service. *You may get different answers from different supervisors or managers. *A lot of things are disorganized. Our promotional programs are all over the place, gift cards sometimes aren't sent out, we don't have official processes for things, our Marketing department constantly posts wrong things in articles and online about our plans and coverage, and the relationships we build with other companies are confusing and we never know how to handle issues. *We live off of spreadsheets. *The quoting tools for service sometimes work. They misquote people all the time. *Our technology is behind in the times. We don't have an app that works. We are not PCI compliant. Our website isn't secure. We honestly don't care about peoples privacy it seems. We don't have ACH and we can't even reflect taxes and fees correctly on people's accounts and payments. We incorrectly charge people constantly and sometimes it's thousands of dollars. Again, all things that our call center Happiness Managers have to explain and fix. *We keep building our own systems instead of buying things out of the box. If we do buy something out of the box we demand the company customize things for us. That's why the systems don't work properly. *policy premiums are over $10,000 for pets. That's very real for older pets. It's crazy. How do you explain that? *HR is kept in the dark and people are moved between departments or given more jobs without title or pay changes. Managers intentionally hide this from HR with promises to the employee that they'll get a new position/pa, which never comes and now you're stuck doing two or three jobs. Some Managers know most employees are young and ignorant and are afraid or don't know how to negotiate and stand up for themselves and take advantage of that. HR didn't even know that one person was moved to another department "officially" for like 8 months.