2024 Theo Award Winner: Chewy Inc.

Chewy Inc., a leading e-commerce pet retailer serving over 20 million customers, faced unique challenges in protecting its workforce across 18 fulfillment centers spanning 9 million square feet.

With physically demanding warehouse work and high employee turnover, Chewy set out to transform its workers’ compensation program into a proactive model focused on team member health, safety and well-being.

Tackling the Problem

Chewy took a multi-faceted approach to enhancing employee safety and care. The company made significant investments in automation technology to reduce physical strain on workers.

In 2022, Chewy installed auto pack systems at four large fulfillment sites, allowing one employee to fill multiple orders with fewer touchpoints.

In 2023, vacuum lift assist devices were implemented across almost all warehouses, enabling any team member to safely lift heavy items regardless of physical strength.

“Since rolling out lift assist to every fulfillment center, we’ve seen fewer lifting injuries at the fulfillment centers that have lift assists installed,” said Dawn Abbondanza, Chewy’s associate director, workers’ compensation programs.

To address retention, Chewy made a very deliberate shift in its onboarding, expanding new hire training from 14 to 90 days, with a core focus on safe work practices.

“They learn the ins and outs of Chewy, then have hands-on practical experience,” Abbondanza said. “They’re actually meeting their managers and supervisors, learning directly from them. They’re sent to safety school to learn directly from our safety managers and specialists.”

There are several touchpoints throughout that period, according to Abbondanza, to check in on their progress.

“We bring them back in at 60 days to see how they’re doing, what they need, what they want to learn, and ensure they fully understand Chewy’s philosophy and safety program,” she said.

“It’s very hands-on and transparent training process, which builds strong relationships.”

Chewy implemented a team member advocacy approach tailored to its unique environment. This included expanded communications aligned with Chewy’s brand.

Dawn Abbondanza, associate director, workers’ compensation programs, Chewy Inc.

“Seeing the exceptional way Chewy treats its external customers, I wanted replicate that experience for our internal customers,” said Abbondanza, a proud pet parent herself.

Chewy’s workers’ comp managers speak with every injured team member the same day the claim is called in.

“We’re staying engaged with Team Members throughout their treatment and recovery. We involve a wide range of support during the process that includes the Team Member, so they feel they have a voice in their treatment and feel heard,” Abbondanza said.

The company also launched a workers’ compensation conservative care program providing immediate onsite first aid and care. A partnership with an orthopedics provider offers 24/7 telehealth access to injury care experts. When unable to accommodate temporary work restrictions onsite, the PAWS Light Duty Program provides assignments with community non-profits.

Success to Build On

Chewy’s multi-pronged strategy has yielded impressive results. From 2022 to 2023, the company saw dramatic reductions in workers’ compensation claim frequency and total incurred losses.

The impact extends beyond financials. Employee turnover dropped sharply between 2023 and 2024. Pending claim counts nearly halved between 2021 and 2023.

Abbondanza notes other gains, including an intensified level of engagement.

“We’re really focused on what each team member is doing. We want to make their work time at Chewy as safe as possible and are focused on the safety details of every Team Member. Everything from making sure that they’re well hydrated to wearing the proper clothing and to ensuring their hair is up. Those little details make the difference.”

Chewy’s innovative approach combines cutting-edge technology, comprehensive training, and a culture of care to create a safer work environment. By prioritizing employee well-being, Chewy has built a program that not only reduces injuries and costs, but also empowers team members to thrive.

Organization: Chewy Inc. * Location: Plantation, FL * Number of Employees: Over 17,000 * Category: Retail & Wholesale

“Relationships are the foundation of my work comp program,” she said. “We build relationships both internally and externally.

For Abbondanza, her job at Chewy is something of a best of two worlds role.

“I’ve been a lifelong animal lover, and I’ve been in workers’ compensation for a little over 30 years. When I saw the job became available, it just had Dawn written all over it,” an impression that has only deepened with time. For that, she credits her team as well as Chewy’s senior leadership. &

 

The Theo Award celebrates its inaugural year, honoring 31 workers’ compensation programs for their excellence and service to workers across the nation. To learn more about the award and amazing qualities each winner possesses, visit here.

More from Risk & Insurance