Trupanion Wins Stevie Awards for Customer Service, Highlights 24/7 Support and High Retention
Event summary
- Trupanion earned a Silver Stevie Award for Contact Center of the Year (Over 100 Seats) and a Bronze Stevie Award for Customer Service Employer of the Year.
- The awards recognize Trupanion's 24/7/365 member support and VetDirect Pay™ technology, which pays veterinary practices directly in seconds.
- Trupanion's customer service team resolved 78% of inquiries on the first call and maintained a 98% monthly retention rate.
- The company provided critical support to 50,000 members during overnight hours in 2025.
The big picture
Trupanion's Stevie Awards highlight the strategic importance of customer service in the pet insurance industry. With over 1 million pets enrolled, the company's ability to deliver 24/7 support and direct payments to veterinarians sets it apart in a competitive market. The awards underscore the value of operational efficiency and customer loyalty in driving long-term growth.
What we're watching
- Customer Retention
- Whether Trupanion can sustain its 98% monthly retention rate amid increasing competition in the pet insurance market.
- Operational Scaling
- The pace at which Trupanion can scale its 24/7 support model while maintaining high first-contact resolution rates.
- Market Expansion
- How Trupanion's direct-to-vet payment technology will influence its expansion into new markets beyond North America.
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