Agria Pet Insurance partners with Elephants Don’t Forget to strengthen frontline competence and customer outcomes – Agria Pet Insurance has partnered with Elephants Don’t Forget to deploy Clever Nelly, the multi-award-winning AI-powered continual assessment solution designed to strengthen employee competence, operational performance, and customer outcomes.
The partnership will support Agria’s UK frontline teams through personalised continual assessment and knowledge reinforcement focused on strengthening frontline competence, supporting Consumer Duty outcomes, and delivering consistently high-quality customer experiences.
Rising expectations around Consumer Duty and customer experience
The partnership comes at a time when insurers face increasing pressure to evidence positive customer outcomes while also meeting rising customer expectations around service quality and accessibility.
Research conducted by Elephants Don’t Forget during its ongoing Consumer Duty webinar series found that 62% of senior financial services professionals believe their customer feedback processes are not yet robust enough to satisfy Consumer Duty outcome testing requirements.
At the same time, the latest UK Customer Satisfaction Index shows that 36% of insurance customers now prefer excellent service even if it costs more, with insurance customers significantly more likely than average to pay extra for easy access to customer service advisors.
Tackling knowledge fade through continual assessment
To meet these challenges head-on, insurers are increasingly focused on ensuring frontline employees have the confidence and competence to consistently deliver high-quality customer interactions. However, despite investment in workplace training across regulated sectors, traditional learning approaches often fail to ensure employees retain and apply critical knowledge consistently in-role.
Additionally, data gathered from more than 200 million employee knowledge interventions conducted by Clever Nelly in 2025 found that employees retain, on average, just 54% of the knowledge required to perform their roles optimally and compliantly. Without reinforcement, employees can forget up to 80% of workplace training within 30 days.
Clever Nelly was designed to address this challenge by continually assessing, repairing, and improving employee knowledge retention and in-role competence using behavioural science techniques including spaced learning, repetition, and self-testing.
Investing in frontline development and operational excellence
Agria selected Clever Nelly as part of its continued investment in developing its people and delivering optimal customer outcomes across its frontline operations.
Stuart Aris, Head of Operations UK at Agria Pet Insurance, said:
“We are committed to investing in the development of our people and ensuring our frontline teams are equipped to consistently deliver the best possible outcomes for customers. Clever Nelly’s approach to continual assessment and knowledge reinforcement aligns strongly with our operational and customer-focused objectives.”
Brian Foulger, Senior Business Development Manager at Elephants Don’t Forget, said:
“It’s amazing to welcome another fantastic brand to the herd! It’s clear that Agria truly values developing its people and has a culture that invests in their growth. I’m excited to see the performance improvements we can drive within their frontline teams, ultimately delivering even better customer outcomes.”
Clever Nelly is an ISO 27001 Certified and Cyber Essentials Certified cloud-hosted SaaS platform that integrates into the flow of work through channels including Microsoft Teams, email, and mobile applications. Employees typically spend less than 1.5 minutes per day engaging with the platform, ensuring minimal disruption to business-as-usual activity.
Elephants Don’t Forget works with organisations across financial services, insurance, customer operations, and compliance-led sectors, including Allianz, AXA, Aviva, Capital One and Bank of Ireland.
Elephants Don’t Forget is a technology firm specialising in AI-driven employee performance solutions. Its award-winning platform, Clever Nelly, helps organisations
improve employee competency, reduce operational risk, and enhance business performance by ensuring employees retain and apply critical in-role knowledge.
Agria Pet Insurance is one of the world’s leading animal insurers, founded in Sweden in 1890 and operating in the UK since 2009. Agria provides lifetime insurance for dogs, cats and horses and works closely with vets, breeders and rehoming organisations to deliver a welfare-first approach to pet insurance.
