SOUTHERN CROSS PET INSURANCE currently insures over 18,000 pets around New Zealand. It purchased Ellenco Pet Insurance in 2012 and rebranded to Southern Cross Pet Insurance in 2014.

As a values-based organisation, Southern Cross Pet Insurance actively encourages its customer service staff to adhere to the company's values of being helpful, honest, good listeners, friendly, caring, empathetic, patient and positive. It also rewards them for doing so.

Feedback from clients has been that Southern Cross Pet Insurance provides a superior customer experience in terms of phone and digital response times and claim assessment times. They say the claiming process is simple and easy compared to competitors, and the staff genuinely care about achieving positive outcomes for clients and their pets. Its clients value the service, peace of mind and relief provided them by being able to afford essential healthcare for heir beloved pets because of the insurance provided.

Clients contact Southern Cross Pet Insurance because they need help, and its staff go above and beyond by helping clients obtain the information and documentation they need to claim under their policy cover. A recent unfortunate instance occurred where a veterinarian had passed away and the client was stressed about not being able to obtain documentation for claiming. Southern Cross Pet Insurance stepped in and obtained what was needed on her behalf and kept her informed throughout. The matter was quickly resolved and the client was very appreciative.

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Southern Cross Pets