Supporting the Rapid Growth of Insurer, ManyPets

Background

As a business experiencing substantial growth globally, specialist pet insurer, ManyPets were looking to embark on a demanding recruitment drive to move from using an outsourced claims service to their own in-house equivalent. For this, the insurer needed to recruit over a hundred claims professionals with a range of different of skills — and fast.

Within a period of only eight weeks, the client needed to recruit at least 30 claims handlers, all with previous general insurance knowledge (ideally veterinary nurses), so that they were in hired and ready to hit the ground running. But the ManyPets onboarding and training program was not set up to manage such a high number of recruits. Under extreme pressure and needing support with managing a complex onboarding process with numerous moving parts and changing needs, they turned to Davies for help.

Accelerating Growth

Over a period of six months, Davies helped the insurer recruit for roles covering a wide range of skill sets from technical claims and team leaders to insight analysts, sales, and operational roles. ManyPets places a great emphasis on cultural fit throughout the recruitment process. For these roles, our consultants drafted the customized job descriptions and personnel specifications, designed a candidate attraction strategy, screened and interviewed candidates, organized interviews, and handled the offer process for successful candidates.

Working in close partnership with recruiting managers, our team deployed the video interview platform, Hinterview — which provided a short video to compliment the traditional CV and to accelerate the selection process. In addition, Davies devised and developed a new training and onboarding program tailored specifically to ManyPets. We provided everything from project management, scoping, design, delivery, and evaluation as part of a complete training program – and it was done quickly. Key elements of the new program included:

• A Curriculum plan: This covered ten days of technical onboarding content concerning processes, systems, product knowledge, and style guides to help new hires handle claims effectively.
• Curriculum materials: These materials delivered the customized curriculum, including session plans, workbooks, and a ‘Train the Trainer’ guide.
• Digital learning modules: Three digital learning modules and explainer videos were created to support the retention of key knowledge in a more creative format.

Results

Over a twelve-month period, Davies has supported ManyPets in specialist claims recruitment, executive search, and developing a rapid onboarding program. This has enabled their rapid growth from start-up through scale-up and onto ‘double-unicorn’ status, which they achieved in Q2 of 2021.

Learner feedback on all aspects of the developed onboarding program were very positive, with one of the new recruits Davies trained receiving a 5-star review from a customer within days of starting their role. Today, ManyPets is equipped to deliver its own onboarding and has already used the resources our team provided for subsequent hires.

Commenting on the parentship with Davies, Jennifer Gabrielle-Chapman, UK & International Talent Acquisition Lead, ManyPets said, “We’ve worked with Davies from the early years of our company inception right through to our present scale-up year in the UK. Finding the right blend of both culture-add, knowledge, and skills is always tricky; however, we’ve found them to be a trusted partner who can help us navigate the ever-changing talent landscape. Their consultants know the market well and they can help us find talent through their established networks.”

She continued, “We’ve also worked closely with Davies to help us train our people via the Davies Learning Platform, with fantastic results. It’s been a quick, easy, and effective way to help our teams upskill and access the learning they need. No matter the question we have around hiring or learning needs — we know we can rely on them for a partnered approach and honesty.”