The benefits of pet insurance to the client and clinic are clear but discussing insurance options can be a difficult conversation. This is especially true for busy clinics – the veterinarian may not have time to consult with a client about pet insurance, but veterinary assistants and veterinary technicians may not know enough about it to confidently advise pet owners. Additionally, queries about different pet insurance policies often come up at inopportune times, making the discussion even more difficult for distracted technicians. Arming your staff with knowledge about the subject, as well as providing resources for clients, can make all the difference. To prepare your vet technicians for these conversations, you should
- Have an understanding of the various types of pet insurance yourself
Provide adequate resources on the subject for clients and staff
- Advise technicians to be proactive in the discussion
Further, it’s important to note that information on insurance plans and companies should be unbiased and clear, offering points to considered without necessarily advocating for one plan over another. Each pet and pet owner have unique circumstances and needs; one plan may not fit all clients. Broaching the subject, however, is important – and can build bonds of trust between clients and veterinary technicians. In fact, it has a clear impact on how likely pet owners are to take a technician’s medical advice. A survey of veterinary team members
found that after clearly discussing pet insurance, clients were 30% more likely to take their advice and recommendations while the number of people who always declined recommendations decreased from 40% to 6%.