Q&A: What is it Like to Work in Member Experience? An Inside Look at Trupanion’s Vital Team

At Trupanion, hundreds of individuals work daily to protect the health of dogs and cats with premier pet medical insurance coverage. But while everyone plays an important role, this goal could not be achieved without the Member Experience team. Operating around the clock, this team serves as the go-to source of communication for pet owners. In addition to answering questions and helping members navigate their pet insurance coverage, these skilled specialists provide a listening ear for the tougher moments that come with being a pet parent.

Here’s an inside look at this unique pet-focused job and its importance in helping dogs and cats get the veterinary care they need.

Going beyond traditional customer service

In order to prioritize pet owners and most importantly, pets, Trupanion does things a little differently. Unlike most other customer service teams in the pet insurance industry, Trupanion’s Member Experience Team is available 24 hours a day, 7 days a week, 365 days a year (that’s right; even on holidays!) As of August 2024, there are 165 Member Experience specialists working together to make this happen.

By not being limited to normal business hours, the team can be available to Trupanion members whenever they have questions or need assistance. Members can get help without having to squeeze it in with their own work hours or otherwise busy schedules. It’s also important as surprise illnesses and injuries can happen to dogs and cats at any time — many pet owners reach out with questions while at emergency animal hospitals.

Q&A with a Trupanion Member Experience Specialist

Wondering what it’s like to work in Trupanion Member Experience? We went to Senior Member Experience Specialist Michelle K. for some insights.

Q: How long have you worked at Trupanion?

MK: Two years.

Q: Do you have any pets of your own?

MK: Yes, I have two dogs, and they mean the world to us! Rayna is a 14-year-old Beagle/Doberman mix, and Ruger is a 10-year-old American Pitbull Terrier.

You'd never guess Rayna is in her senior years — she would fetch forever if we let her, though she’d definitely feel it afterward. In her younger days, she loved running and leaping to catch a Frisbee mid-air. She’ll still fetch just about anything you throw! We lovingly call Ruger "Puppy." He’s our sweet boy who loves to sunbathe and snuggle under blankets!

Q: What is a typical day like for a Member Experience Specialist?

MK: A typical day revolves around communicating with Trupanion members and answering all their questions. The role requires clear communication and empathy as you guide members through their accounts and ensure they feel supported. Additionally, you'll document interactions, follow up on pending issues, and collaborate with other departments to provide comprehensive assistance. The goal is to enhance each member's experience, leaving them more informed and confident in their coverage.

Q: What are the biggest challenges that come with the job?

MK: Every job has its challenges, and each day brings something new and unexpected. Our members often call when they’re facing the stress and worry of a beloved pet not feeling their best, and that’s when they need our support the most.

While it can be emotionally challenging, I find great fulfillment in being there for them — not just to provide answers or solutions, but to offer a compassionate presence and a listening ear. It's in those moments that I feel I can make a real difference, helping to ease their burden during difficult times and ensuring they don’t have to navigate it alone.

Q: Have you had any unique situations where you were able to support a Trupanion member?

MK: I once spoke with a member who had recently lost their spouse and was unfamiliar with their pet's plan. As we reviewed the account together, I learned they had some outstanding invoices that needed to be submitted. Despite explaining the process, they still had many questions and seemed to be struggling with everything. Sensing their difficulty, I offered to contact their veterinary hospital, with their permission, to request the invoices and help facilitate the claim submission. They were incredibly appreciative of the support during such a challenging time.

Q: What’s your favorite part about working at Trupanion?

MK: I can't choose just one favorite, so I'll share my top two. First, I love helping pets live long and healthy lives — they're such an important part of our families, and knowing I'm contributing to their well-being is incredibly fulfilling. Second, I truly value the camaraderie within our team at Trupanion. The inviting culture fosters genuine collaboration, and working alongside such passionate colleagues makes every day rewarding. These aspects make my work not just a job, but a meaningful part of my life.

How to contact Trupanion’s Member Experience Team

If you’re currently a Trupanion member with some questions about your coverage, the Member Experience Team is here for you 24/7, 365. The team can be contacted via live chat, email, or by calling our Customer Care number: 888.733.2685.

In the meantime, learn more about the unique roles within the pet insurance field with this inside look at Trupanion’s professional dog walkers.