Interview Transcript

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It would be interesting to dive into the Chewy decision and how you decided who to partner with. What did you see in Trupanion and how are they different?

The biggest initial surprise when we interviewed pet parents was that over 20% of them believed they had pet insurance, but we knew it was only 4%. We thought there was something wrong with the panel which consisted of several thousand pet parents, but we discovered there was a significant amount of confusion between wellness plans and pet insurance.

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If you could explain that to me it would be appreciated.

The second big finding was people didn't know the cost of veterinary care until they encountered a big problem. That was especially true during the pandemic, where millions of pets were adopted and people got bills of $5,000 to $10,000, but people don't think about it that way. There is also the complexity of choosing the insurance, am I better off spending $100 per month for years until something happens, or do I put the money aside. It is complex with many offerings, pre-existing conditions, co-pay and things that are covered or not, that even if people are interested in it, they abandon their search because they are overwhelmed.

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