5× verified review growth on Google and Trustpilot

The client

A Madrid-based startup offering pet insurance to Spanish consumers. Strong product, competitive pricing, and a team that understood the market — but an online reputation that didn’t reflect the quality of the offering.

The challenge

In insurance, trust is everything. Prospective customers research extensively before committing, and review platforms like Google Reviews and Trustpilot are a critical part of that decision. The client had a low volume of reviews relative to their customer base, which was hurting conversion rates and making it harder to compete with established players.

The problem wasn’t customer satisfaction — it was that happy customers weren’t being activated to leave reviews, while the occasional dissatisfied customer was disproportionately represented in the visible review set.

What we built

A structured review acquisition programme:

• Mapped the full customer journey to identify the optimal moments for review requests — post-claim resolution, first renewal, and onboarding completion
• Designed and deployed personalised outreach sequences to existing satisfied customers
• Built a lightweight internal process so new customers were systematically prompted at high-satisfaction touchpoints going forward
• Monitored and managed the review pipeline across both platforms, flagging issues and supporting the team on response strategy for edge cases

The result

Verified review volume grew 5 times across Google Reviews and Trustpilot. The stronger review base significantly improved the client’s online reputation, gave prospective customers the social proof they needed to convert, and shifted the perception of the brand from “small startup” to “established, trusted provider.”