Trupanion likes to really stress what a great place they are to work. Diversity, inclusion, growth opportunities, hiring from within, great benefits and plenty of PTO/sick time/flexible holiday time, amazing WFH job with great worklife balance. And this all used to be the case and was awesome! But it's not like that anymore. When I started with Trupanion, it was such a breath of fresh air. Even as a new hire, I felt like the company cared for all of their employees down to even the lowest levels of customer service. We were given the time and tools to succeed and meet metrics and goals. I was assured that by working hard and doing well in this position, other opportunities would open up that I could apply for that better suited my talents and to have those options to grow my skills and career. But then upper management started making decisions and changes that really negatively affected our day to day, and implemented them abruptly with very little to no warning. They actively ignore feedback from the people working those positions that are affected and even have gone as far as to remove the anon feedback box. Constant system changes and "upgrades" that hinder us from working efficiently, slow workflow, and upset customers. I used to be able to over-perform in my role, exceed all expectations and baseline requirements and metrics, make a great bonus, and then still have the time and energy to live outside of work. Not anymore. Burn out and stress are constant. We are constantly behind all the time and unable to keep up with the workload and expectations due to the sheer amount of incoming work that comes across our desks. Things piles up because of constant system changes backing up other systems and processing times. Longer processing and handling times mean angry members and the "talk tracks" that the company provides to help are very out of touch. Members don't want excuses, they want the service that they pay for. Trupanion promises a lot to their members and are no longer able to keep up with those promises, which in turn it falls on us on the front lines to "deal with it" with our customers. Steep rate increases, delays in processing times, and not explaining to people what they are actually buying leads to very upset members. Immediate personal management is fantastic, but they can only do so much before their hands are tied too. Upper management and leadership seems to only care about profits and pleasing shareholders, at the expense of their loyal and dedicated employees and their long time PAYING members.
