The people care, but the company is rudderless. - Customer Service Agent Animal Friends Insurance Employee Review

Hours and Work from Home

Did not even stay long enough to finish my training. I could not believe the way they work. They want all agents to use abbreviation when making notes alongside their pet insurance Jargon, I knew I would find this impossible and cause many many problems if I could not understand agents previous notes. The abbreviations were not like the standard eg: Canx instead of cancellation but literally ALL WORDS...but again not to their set abbreviations to what you would have to learn but just abbreviations!!!. I am sorry but I was Educated to correct English Language and spelling so to try and understand notes abbreviated to 2/3 letters would be like learning a whole different language. If agents use their own made up abbreviations then how can anyone understand customer history and whats gone on. I would have had to put customers on hold to try and figure out internal notes. Mad.

Flexible working, WFH/Remote upon request Team members at same level were generally supportive and helpful on a day-to-day basis. Opportunity to gain experience handling a high volume of calls and emails.

Poor and often inconsistent communication from management across the company. Limited career progression, with advancement not always appearing to be based on experience or performance. Consistently high workload, not just during peak periods as suggested by management. Lack of collaboration between departments, with teams operating in silos rather than working together. Very heavy micro-management, including strict monitoring of metrics such as emails per hour, call duration, hold time, and time spent on post-call notes. Hiring and promotion decisions sometimes appeared to be influenced by personal preference rather than merit. Policies around sickness, dependants leave, and emergency leave felt overly strict, with employees often scrutinised or penalised.