Embrace Pet Insurance boosts compliance, operational efficiency with Ketch

Embrace Pet Insurance provides health insurance coverage for dogs and cats, giving pet owners peace of mind by helping them navigate unexpected medical expenses. Known for their customer-centric approach, Embrace is dedicated to supporting pet owners through difficult decisions, ensuring that the focus remains on providing the best possible care for their furry family members.

The challenge: strengthening privacy operations for the future 

At Embrace Pet Insurance, maintaining the trust of their customers is paramount. As a provider of health insurance for pets, the company handles sensitive information essential for delivering high-quality service and support during emotionally challenging times.

Following a strategic business review as part of an acquisition, Embrace identified an opportunity to further mature their data privacy operations. Embrace had long prioritized data protection, but with the growing complexity of privacy regulations, the company wanted to ensure they stayed ahead of evolving requirements.

“Respecting our customers’ privacy is essential to building trust, especially when they are relying on us during stressful situations,” explained Melissa Ing, Senior Director of Business Process at Embrace.

“In today’s regulatory climate, we saw the value of selecting a robust consent management solution that would help us continue to meet the highest standards and future-proof our operations.”

- Melissa Ing, Senior Director of Business Process at Embrace.

Embrace sought a consent management platform that could be implemented quickly and effectively, allowing the company to stay focused on its core mission of supporting pet owners while ensuring compliance readiness. Their team wanted to find a technology partner that could integrate seamlessly into their processes without requiring extensive development resources.

As Melissa and the team embarked on their search for a partner, essential requirements included: 

• Rapid deployment of a user-friendly consent management system that could support compliance needs without adding complexity.
• Proactive regulatory support to stay aligned with evolving data privacy laws without the need for ongoing manual intervention.
• Ease of implementation that allowed non-technical teams to manage and operate the system independently.
• Scalable infrastructure to support future growth and evolving privacy needs.

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‍The solution: No-code compliance with Ketch Consent Management

‍Embrace found a strong match in Ketch, following a referral from legal colleagues. After reviewing several options, Embrace selected Ketch for its intuitive platform and exceptional customer support, which stood out during discovery and demo sessions.

“The privacy and consent technology space is crowded and competitive,” Melissa shared. “Ketch was not only the first to respond to our inquiry, but provided clear, easy-to-follow steps for getting us live with consent notices and regulatory compliance. Their hands-on, advisory approach gave us confidence from the start."

Embrace implemented Ketch Consent Management, which offers a no-code, intuitive interface that empowers business users to configure and deploy privacy banners without the need for extensive technical input. This self-sufficiency was crucial for the Embrace team, allowing them to manage privacy operations efficiently while continuing to focus on their core responsibilities.

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Key features that stood out to Embrace included:

‍1. Simplified setup and management

‍Ketch’s platform allowed Melissa’s team to configure and launch privacy banners independently, using a drag-and-drop interface. This reduced dependency on the development team, which was important for maintaining agility.

“The fact that Ketch’s platform didn’t require heavy coding was a huge plus for us,” Melissa noted. “It meant we could handle most of the setup and ongoing changes ourselves, without pulling in our busy tech team.”

‍2. Comprehensive compliance coverage

‍With Ketch’s automatic updates for new regulations, Embrace could ensure compliance across all operating regions without constant manual oversight. 

Ketch Consent Management includes templated privacy policies for every major data privacy law: GDPR, CCPA/CPRA, LGPD, and more.

Whenever a new law approaches, Ketch legal experts create a new policy for all consent management customers, automatically pushed to each customer’s Ketch instance. These policies can be customized and deployed without engineering or developer assistance. 

“We really appreciate that Ketch keeps us ahead of the curve when it comes to new regulations,” Melissa said. “Their team monitors jurisdictional changes and provides updated templates, so we can stay focused on supporting our customers.”

‍3. Responsive support and documentation 

‍Melissa highlighted Ketch’s support team and clear documentation as critical success factors. From day one, Ketch provided a dedicated Customer Success Manager and detailed onboarding resources.

“I’ve worked with other tech vendors that disappear after signature or project kick-off,” Melissa shared.

“Whenever we had questions or needed help, Ketch was there with answers. Usually within the hour. That kind of support is invaluable when you’re trying to move fast.”

‍The outcome: A streamlined approach to data privacy and compliance

‍Within weeks, Embrace had a fully operational consent management system that not only met current regulatory requirements but also positioned the company to respond swiftly to future changes. Key outcomes included:

• Future-proof compliance readiness: In the face of an expanding and fragmented regulatory landscape, Embrace is prepared to meet existing and new compliance requirements. 
• Reduced operational burden: By empowering business teams to manage consent settings, Embrace minimized reliance on IT resources and could focus on other strategic initiatives.
• Improved customer experience: With user-friendly, branded consent banners, Embrace enhanced the customer experience while reinforcing their commitment to protecting sensitive information.

“Ketch made what could have been a complex process straightforward and manageable,” Melissa said. “Knowing we’re prepared for future changes is a major relief.”

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‍Looking ahead: Expanding the data privacy program

‍With the successful launch of their consent management system, Embrace is now exploring additional functionalities within the Ketch platform. The company plans to integrate consent orchestration across its data systems, continuing to mature and automate privacy operations. 

Embrace Pet Insurance’s collaboration with Ketch exemplifies how embracing modern privacy technology can strengthen and future proof any privacy program. By enabling quick, effective compliance and operational efficiency, Ketch has empowered Embrace to focus on their core mission: helping pet owners provide the best possible care for their furry family members.