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    Direct Line Group

    PawSquad is a new service for Direct Line pet insurance customers that enables them to connect directly with vets for immediate pet advice 24/7, 365 days a year through video or chat.

    What customer problems did you set out to solve?

    To assist customers with a first line, easy to access service connecting them with qualified vets in order to:

    • Prevent unnecessary, inconvenient and expensive visits to vets
    • Improve care for pets when ill or injured by not going through the trauma of the journey, wait and consultation at a vet
    • Bridge the significant gap between vet advice at a practice and Google search results
    • Provide qualified advice and guidance at key stages of a pet’s life, for example puppy and kitten care and behavioural issues.

    What differentiates your proposition from other offerings in the market?

    PawSquad is the only service in the UK that connects customers with vets through video and text chat. The service also provides a consultation report with findings and recommendations after each video call/text chat.

    Other UK services connect customers with vet nurses over traditional telephone and therefore quality of advice and interaction not as comprehensive as the PawSquad service offered by Direct Line.

    What impact has the proposition had? For example - in the industry, on your customers or commercially within the business.

    • Strong customer service ratings at 4.5/5
    • Reduction in vet visits - 53% consultations resulting in advice only outcome saving customers time, expense and pets the stress; and resulting in lower claims frequency
    • New business conversions increased with 24.3% of customers rating the service key in their decision to either buy or renew. 10.7% of customers switching insurer point to PawSquad as a key reason for choosing Direct Line Pet Insurance.

    What’s next for your proposition?

    Developing new products/services through PawSquad including comprehensive diet and nutritional plans for pets.

    You can find out more about PawSquad here.