Pet Insurance Company Increases Speed to Market, Upgrades CX | Insurance
10/30/2025
RRD’s proprietary Flex Mailer™ improves membership kit opening experience, provides significant postal savings
CHALLENGE
A leading pet insurance company sought to dramatically reduce the speed to market for delivering their new member kits to U.S. and Canadian members upon registration.
Their goals included:
- An enhanced kit-opening experience and a higher perceived value of the welcoming package
- Significant cost-savings opportunities
- Flexibility for personalization and variable messaging for different customer segments
- Sourcing materials from Asia to provide different, high-quality options for pet tags
Although their current supplier was able to meet some of their needs, they sought an external partner that could accomplish everything.
SOLUTION
To address the company’s critical need for increased speed to market, RRD designed and implemented a new, semi-automated fulfillment process. This process allowed the company to shift fulfillment from just one day each week to three days each week — a move that significantly reduced the time to deliver the kits to new members. This generated increased customer experience and faster policy activation.
RRD collaborated with the company’s direct mail and programming teams to develop and produce a custom Flex Mailer™ envelope solution and custom tag holder. This aimed to provide the company’s members with a substantially better kit-opening experience. The Flex Mailer’s patented flexible paperboard packaging, made with 100% recyclable materials, offers enhanced product protection, brand messaging, and a premium feel, resulting in a higher perceived value of both the package and the contents.
The Flex Mailer provides an additional, crucial benefit as well: Because its dimensions qualify it as an automated letter with the USPS, the company’s shipping costs are reduced for each kit sent out to new members.
Additionally, RRD was able to leverage a robust global supply chain to provide a diverse selection of pet tag options — promptly sourced from RRD Asia with cost-competitive pricing and high-quality construction.
RESULTS
The new solution successfully achieved all of the client’s key objectives: a superior customer experience, significant postal savings, and a faster speed to market. Specific results included:
- Faster delivery: Fulfillment moved from one day each week to three days each week, reducing the time to mail drop by approximately five days and resulting in decreased delivery time to the final customer.
- Significant U.S. postage savings: RRD’s new Flex Mailer construction provides a postage savings of $0.63 per package in the U.S. because the mailer qualifies for letter rates. Over the course of a year, the company will send out approximately 200,000 pieces in the U.S., resulting in an estimated savings of $126,000 in postage costs.
- Canadian cost reduction: RRD’s relationship with a Canadian postal company reduced postage for kits to Canadian members, mirroring savings achieved in the U.S. market.