Petplan (now Fetch)

Redesigning Petplan: Simplifying Claims and Onboarding for 250,000+ Pet Owners

Project Overview

Petplan, the 2nd largest pet insurance company in the U.S., serves 250,000+ customers across the U.S. and Canada. In just 3 months, I helped develop a native mobile app with a 4.8-star rating from over 18,000 app store reviews. With a conversational chatbot for seamless claims filing and a simplified onboarding process for new users, this solution improved customer satisfaction and reduced support center calls.

My Contributions

I led the design of the claims chatbot and onboarding flow, from research to wireframes and prototyping. I translated user pain points into streamlined, guided experiences, collaborating with cross-functional teams to ensure a seamless launch.

Filing a claim: required users to locate and submit various documents (e.g., vet bills, treatment summaries, and receipts) without guidance, often leading to incomplete submissions and denied claims.
Updating payment information: was buried in a confusing navigation structure, resulting in missed payments and policy lapses.
Selecting a policy: lacked a guided experience, leaving users overwhelmed by options and unsure of what coverage was best for their pet's needs.

✅ For existing users: I designed a conversational chatbot experience integrated into the app, guiding pet owners through a structured claim-filing process. The chatbot ensures users submit the correct documents upfront, reducing errors and unnecessary delays.
✅ For new users: I introduced a simplified onboarding process that provides clear guidance when they first download the app, ensuring a smooth transition and improved engagement.

The Challenge

Petplan’s help center receives an overwhelming number of calls from pet owners struggling with essential tasks . The existing system lacks clarity, leading to frustration and inefficiencies for both users and customer support teams.

The Solutions

To modernize the experience, I contributed to the development of a native mobile application that streamlines key processes.

The Impacts

‍The chatbot solution was well-received by stakeholders, significantly improving the claims process.

✔️ We received 4.8-star rating from over 18,000 Apple app store reviews.
✔️ Pet owners can confidently navigate the claims process with ease.
✔️ The call center experiences reduced support requests, lowering operational strain.
✔️ User satisfaction increased due to a smoother, more intuitive digital experience.

Petplan (now Fetch)

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