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Live Chat Service Helps Enquiries Regarding Pet Insurance
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27 April 2016

Gemma Baker


Live Chat Service Helps Enquiries Regarding Pet Insurance

Claims for pet insurance are on the rise, and having a live chat service on your website can assist with the increase of enquiries from customers. Read below to find out more.


A recent news report from the BBC stated that UK pet owners’ claims for insurance are high, reaching a new record of 911,000 claims made in 2015. The Association of British Insures (ABI) said the number of claims have risen by 9% (compared to last year’s results).

Pet owners made claims that included a “python being treated for anorexia” and a “dog swallowing a sock”. Pet insurers dealt with 686,000 claims for dogs which was 11% increase on 2014, and 193,000 on cats, a 6% rise. But most of Britain’s 9 million dog owners and 7.9 million cat owners don’t pay for insurance cover. So how can more pet owners be encouraged to make sure their insurance is up to date? Answering questions when visitors are browsing the website may help.

How Implementing Live Chat Service Can Benefit

Having implemented live chat service, a chat button on the webpage enables the visitor to start a chat with an operator, allowing them to ask any enquiries they may have, i.e regarding insurance. They might also want to ask questions about aftercare, renewal or how to make a claim. If a visitor has been browsing around the site for a while, operators can proactively invite them into chat and offer support. An auto navigating system allows operators to redirect clients to the relevant page of the site. Any clients that are already in a secure members’ area of the website, the live chat service is able to push this information through so the representative can already be looking up the client’s account information, before they have even started to chat!

Brooks Braithwaite Ltd Using Live Chat Service

Brooks Braithwaite Ltd are a specialist insurance intermediary who provide products tailored specifically for animal related risks. Established in 1979 and regulated by the Financial Conduct Authority (FCA), they’ve seen over 35 years of experience in assisting clients in obtaining the insurance they require. Click4Assistance have been their live chat provider for two years, using the solution on their Exotic Pets insurance site. We received a tweet from them back in February saying; “Customer Service is very important to us and your platform helps us to deliver this.”

exotic direct using live chat service

Click4Assistance conform to ISO 9001 and 27001 standards, adhering to the stringent regulations laid out by the FCA, Data Protection Act 1988 and PCI for data storage, therefore a great choice for organisations including Angel Underwriting, Questor, Covea and One Call. We understand why physical and data security is so important, Click4Assistance are pre-emptive in this environment with security a top priority.

Now is a great time to have a live chat service on your website, bearing in mind the rise of UK pet owners are making claims! For more information on how to implement a live chat service contact or give our account managers a call on 0845 123 5871. Or why not start a chat with us and get the feel of the simple and efficient experience of using live chat service?


UK providers of live chat software and online communication tools to a range of industries, we offer a cutting edge, resilient and proven live chat solution backed-up with first class support and advice.


Live Chat Software Author


Gemma is a Marketing Executive for UK web chat Provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.


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