What our first pet insurance customers think we're getting right (and wrong)

8 May 2017 - 3 min read

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I launched Bought By Many (which became ManyPets in 2022) after I left a large company and found health insurance was vastly more expensive than what I was paying for the company’s private medical cover.

That experience showed me how me how bad insurance is at offering people a decent customer experience and policies they really want.

So, it was a pleasure to launch our pet insurance this year after listening to the experiences of over 40,000 pet owners. Our policies offer features that aim to fix your frustrations.

As I write, over 2,000 pet owners have placed their trust in Bought By Many and bought one of our new pet insurance policies in the three months since we launched.

First and foremost, many thanks – we do not take our position of responsibility lightly. We are working hard to ensure we answer all questions from customers and get claims paid as soon as possible so that you don’t have to worry about money when your pet needs you most.

Bought By Many’s sole aim was to make insurance better – whether that’s making it easier to understand, buy and claim; offering unique policies; or fairer prices – but we can’t do it without you. We have ideas about how to further improve insurance but I’m sure you do too, and we want to hear them. Let us know by leaving reviews on our site, emailing us, using our on-site live chat or even calling. We’re in this together so tell us the changes you want to see and we’ll get to work on them.

To be able to deliver to this commitment to improving the industry, we need you to tell us how we’re performing. The majority of our members do take the time to tell us what they think. You might have seen that we asked for feedback after you bought your policy and we even invited some members into our office to find out about their experience. Here are some of the highlights:

  • Super website - very user-friendly

  • Huge choice of policies at very competitive prices

  • I really liked the ease that it takes to set up a policy compared to normal insurance

  • 0% finance!

But if you tell us we need to do better, we’ll listen. Here are some things the first few policyholders picked up on:

  • I’ve never heard of your brand so I would have signed up quicker if I saw independent reviews on something like Feefo or Trustpilot

  • I would like it to be more obvious [how] to add another pet.

  • Be more specific about pre-existing conditions

We’ve listened to and addressed these criticisms. For example, we’re introducing Feefo for reviews, we’ve increased the size and moved the button to add another pet, we’ve completely changed the process for buying a policy for a pet with pre-existing conditions.

In fact, since we launched on February 7 we have made over 40 improvements to our offerings.

We have also been working on new features we’ll roll out over the next few months. We’ve trademarked a new claims process, which will make the process quick and painless. At the moment, we do not ask you to fill in a form if you make a claim but our new system will make it even easier.

You may have noticed Bought By Many in the press. Our pet insurance has already been nominated for the British Insurance Awards’ digital innovation of the year, so keep your fingers crossed for us.

And you can nominate us for the Insurance Choice Awards here.

Oh, and one thing we’re not changing is our customer service team – you just love them:

  • Very friendly staff

  • I've been trawling for cover all day and you guys have been the most helpful/clear company!

  • The girl I spoke to for nearly an hour going through EVERYTHING I needed to know was more than helpful and very pleasant

ManyPets is not like other insurance companies. We’ve created our policies to fix the things people told us were broken. We’ll keep you up to date with what we’re working on and we’d love it if you tell us how we’re doing.

Steven Mendel
Chief Executive Officer & Co-founder

Steven founded ManyPets, which is disrupting the world of pet insurance through the innovative use of tech, and is building a business to become an irresistible employer that is obsessive about customer service.