WE'RE WORKING FOR YOU
To serve you better, we are constantly investing in technology, educational resources and in our people. All of our departments, services and systems are in-house, so nothing is outsourced and everything - including your important information - is within our direct control.
Petsecure currently employs more than 100 highly-capable professionals in the following areas:
Customer Centre:
There is security in knowing that when you need to reach us, the person on the other end of the line is a professional who understands and cares. Our Customer Centre is an experienced team of Licensed Insurance Representatives, most of whom are pet parents too!
Our state-of-the-art call support technology and software allows us to stream and manage customer inquiries efficiently. All calls are consistently monitored for customer satisfaction and quality assurance.
Bilingual Service:
Bilingual representatives are available at all times, to meet your needs in both English and in French.
Claims and Underwriting:
When it matters most, you need a company you can depend on; one that understands the nature of your claim and can resolve matters as quickly as possible. That's why our Claims and Underwriting Department is assisted by our Chief Veterinary Officer and staffed with highly-capable Animal Health Technicians with at least three years' veterinary practice experience. This team efficiently processes between 3,500 and 4,500 claims per month and assures daily processing for timely reimbursement. In fact, the average time between receiving and processing a customer claim is five business days.
Territory Managers:
In order to develop practical products and services that are of benefit to both pet parents and their veterinarians, we have representatives who are continually in close contact with the people who help make us stronger. Our team of Territory Managers is comprised of individuals with previous experience in the veterinary profession (usually Animal Health Technicians). Their role is primarily to serve as a product and practice resource for the Canadian veterinary community.
Support Staff and Systems:
Although customers may not realize it, there are many people working behind the scenes to ensure that every experience with our company is an exceptional one. Our support staff assists in the fulfillment of customers' policies and business initiatives, including an in-house marketing, web support and e-commerce department. In addition, our in-house information technology team ensures that our web site, our e-commerce capabilities and other electronic processes continue to run smoothly in order to optimize the customer experience.
OUR MANAGEMENT TEAM
We are led by a skilled management team who combine their professional knowledge of insurance, veterinary medicine, customer service and marketing with their personal understanding of pet parenthood.
Randy Valpy - President & Chief Operating Officer
As our hands-on leader, Randy oversees the management team and remains very active in the community, creating new partnerships and fostering all of our
supplier, client and customer relationships.
In order to stay in touch with customer needs, and the latest advances in
pet health insurance, Randy personally attends leading industry and retail
events and conferences. This enables him to keep an eye on the industry
and an ear to what customers really want - knowledge he uses to guide all
our strategic decisions, that enables us to streamline our processes and
that enhances our ability to create and deliver innovative new pet insurance products for Canadian pet parents.
Tel: 204-942-2999 ext. 7341
E-mail: rvalpy@petsecure.com
Ron Moore - Vice President
Ron provides management support and guidance for the day-to-day operations of our company. His extensive background in business analysis and strategic planning assists Petsecure in aligning our long-range vision with our short-term goals. Working with our COO, Ron’s leadership for the customer care, claims management, business development and marketing teams remain focused on continually improving processes in order to grow our business and serve you better.
Tel: 204-942-2999 ext. 7336
E-mail: rmoore@petsecure.com
Dr. Lynn Webster - Chief Veterinary Officer
Dr. Webster is a highly-respected veterinarian who maintains his
well-established ties to the veterinary medical and educational system.
A past president of the Canadian Veterinary Medical Association, very few individuals are qualified to better Lynn's comprehensive understanding of
animal pathology, vet industry best practices and the logistics of pet health
Insurance. This experience makes him our ideal liaison with the veterinary community, helps us monitor the ongoing effectiveness of our products,
and assists us in ongoing claims and underwriting decisions.
Tel: 204-942-2999 ext. 7254
E-mail: lwebster@petsecure.com
Peter Maconachie - Director, Sales & Marketing
Peter's principal responsibility is in ensuring our members enjoy the best
possible customer experience with us, through every touchpoint they have
with our organization. Whether your decision to enroll in pet health
insurance happens online, through our call centre or within your vet's office, Peter ensures that information about our products is simple to access
and that our tools and supports are easy to understand and use. Peter also
supervises our Territory Managers, equipping our representatives in each
province and territory with the information, resources and guidance they
need to convey the latest news about Petsecure, and pet health insurance.
Tel: 204-942-2999 ext. 7241
E-mail: pmaconachie@petsecure.com
Kim Schroeder - Director of Operations
Kim's formal training as an Animal Health Technician, experience
in a veterinary practice environment, and years of dedication in our
organization have made her a unique and valuable asset to our company. Also a level 3 insurance professional, Kim's extensive knowledge of vet
practices, combined with her positions in the management of our claims
and underwriting department, helps to ensure we consistently deliver
efficient, first-rate customer care and claims experiences
throughout every aspect of our operation.
Tel: 204-942-2999
ext. 7299
E-mail: kschroeder@petsecure.com
Karen Cairns - Manager, Training & Development
Karen is solely responsible for all the customized internal training programs and ongoing professional development of our entire organization, including our most senior managers, and the customer centre, claims, marketing and territory management teams. Karen ensures that each and every person who joins our team understands how best to use our innovative internal technologies, their individual roles, their important contribution to the customer experience, and has a comprehensive understanding of our unique products and process. Karen fully appreciates that training is the foundation of sound and best practices in customer care.
Tel: 204-942-2999 ext. 7255
E-mail: kbromilow@petsecure.com
Lydia Formela - Manager, Customer Centre
Whether it is through selecting the right systems, ensuring our capacity, or recruiting the right people, Lydia's sole aim is to assure a top-quality
experience for everyone who comes in contact with our full-service
in-house Customer Care Centre. Through her years with us, Lydia has led
the way in strategically and systematically increasing our efficiencies, while continually championing her team. Her success at this was recently
underscored when several of her Insurance representatives were
recognized by the Manitoba Customer Contact Association for their
exemplary standards of service.
Tel: 204-942-2999 ext. 7370
E-mail: lformela@petsecure.com
Paul Sekhon - Manager, E-Commerce
In today's business environment, technology is vital in supporting the customer experience. This is where Paul comes in, as he ensures all of the systems that drive our online capabilities - registering new policies, managing accounts, tracking claims, processing quotes and payments, and receiving customer requests - are operating efficiently. Among Paul's responsibilities is uncovering new technological advances, implementing greater online functionality, and managing our in-house S&T department and web design team. Paul is also participating in development of our internal operating system, which will ultimately move us towards a completely paperless environment and that is scheduled to go live in 2010.
Tel: 204-942-2999 ext. 7206
E-mail: psekhon@petsecure.com
