Since bursting on the scene two years ago with low-cost, value-rich cover for New Zealand’s dog and cat parents, pet insurance specialist PD Insurance (pd.co.nz) has impressed with its excellent customer service.

Pet parents continue to be vocal about this, now to the point where Canstar has announced PD Insurance won the 2022 Canstar Most Satisfied Customers Award for Pet Insurance.

“We’re delighted to be recognised so publicly by our Kiwi pet parent members and thrilled to be awarded Canstar’s top customer satisfaction award for our pet insurance offerings, with a coveted five-star rating across several of Canstar’s Drivers of Satisfaction, including Overall Satisfaction,” says Michelle Le Long, PD Insurance Chief Operating Officer.

In doing so, the insurance provider demonstrated that delivering the three key factors customers want – fast, good quality, and affordable products and service – is indeed possible.

“The saying goes that you can only excel with two of those customer satisfaction factors, at the expense of the third,” quips Le Long.

“However, when we launched in 2020 our commitment was nailing all three. We’ve achieved this through streamlining for efficiencies, smart use of technology, and a thorough, thoughtful understanding of what pet parents need from a pet insurance policy. Our commitment to speedy claims resolution is key to this.

“This award recognises what we consider one of the most important aspects of providing pet cover – looking after our members so they can look after their own furry family members.”

NZ consumers have spoken

In assessing PD Insurance, Canstar compared the insurance provider’s products and services with all others available in the local market. In its quest for establishing a winner, the market watcher asked hundreds of New Zealanders how they rated their insurance provider across several metrics.

Canstar’s assessment sought ratings of their overall satisfaction with their provider, as well as satisfaction with specific policy aspects such as customer service and value for money.

Canstar New Zealand General Manager, Jose George, said PD’s customers emphatically endorsed the brand. “Kiwis are very fond of their furry family members and like to know their pets will be well cared for in case of an accident or illness. PD’s high ratings across value, service and communication shows its customers feel their pets will be in good hands should something go awry.

“PD is a relative newcomer to the New Zealand market and its success to date is a testament to its customer care. Congratulations to the team.”

The ‘Drivers of Satisfaction’ considered most important to pet insurance customers, in order of priority, are: Comprehensiveness of Cover (23%), Value for Money (22%), Customer Service (19%), Cost (18%), and Communication (18%).

PD meets expectations and more

Le Long says these results demonstrate a somewhat even balance between the most important expectations of customers.

“With any insurance policy, we believe there should be flexibility and ease of access as well as strong value. Affordability is always a factor, which is why we work hard to keep premiums as accessible as possible, so more New Zealanders can have confidence in the medical care available to their pooch or kitty. And, of course, the real test of every insurer is claims time – that’s where the rubber hits the road and value for money becomes apparent,” she says.

“We pride ourselves on our fast and fair claims resolution process, and in putting a personal touch on our member interactions. We really care and we really deliver the soft landing they need in challenging times.”

Le Long is also proud of the company’s Google rating of 4.4 out of 5 and its Facebook rating of 4.7 out of 5, noting these as further endorsements of its value proposition by New Zealand’s pet parents.

She says, “By doing the best job we can, PD Insurance is helping make the country a better place for pet parents and, most importantly, for the dogs and cats that bring joy into so many lives. Including our own.”

Read Canstar’s PD Insurance: New Zealand’s Favourite Pet Insurer article then why not take two minutes to price your own PD Insurance plan?