I recently met with the team from Puma Pet Underwriting Managers, or P.UMA, asking them to share insights into their journey and the unique approach they take to provide insurance coverage for pets.
The conversation with Cameron Clark, Chanelle Fischer, and Mitchell Cousins shed light on the company’s history, its commitment to clients, and the fascinating world of pet insurance.
For the love of animals – Established in 2012, P.UMA’s origins can be traced back to a simple phone call from Mark Clark to Chanelle Fischer, who was working in the medical aid industry at the time. Mark’s question, “Do you love pets?” marked the beginning of a company dedicated to insuring our beloved furry and feathered family members. From a small team of four, P.UMA has now grown to over 18 employees, reflecting their steady growth and success in the industry.
P.UMA’s focus in designing insurance products for pets is unique. They prioritise coverage for high-cost, unforeseeable events, aiming to support pet owners when they face significant medical bills. Rather than covering minor expenses, P.UMA is there for the substantial veterinary costs that can arise unexpectedly.
Cameron Clark emphasised P.UMA’s collaborative approach, working closely with insurers to understand their goals and the ultimate well-being of pet owners. P.UMA’s unique underwriting style incorporates scientific methods, and they offer policies with no annual limits and minimal sub-limits. This collaborative design process ensures that the end customer receives a product tailored to their needs.
The pet insurance industry is diverse, much like the pets it covers. P.UMA’s team possesses a wide range of skills, including medical, customer service, actuarial, and veterinary expertise. This diverse skill set enables them to provide comprehensive support to clients, especially during traumatic events involving their pets.
Diverse Range of Insurance Products – P.UMA offers a variety of insurance products, including comprehensive pet insurance, accidental cover, equine insurance, and even coverage for exotic pets like birds. These customised offerings cater to different pet breeds and animal types, providing pet owners with options that suit their specific needs.
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P.UMA believes in upfront underwriting to ensure transparency for customers. They aim to avoid underwriting at the point of claim, recognising the emotional attachment people have to their pets. Clear communication about coverage helps manage customer expectations and ensures a smooth claims process.
One of P.UMA’s standout features is its efficient claims processing. They receive over 5,000 claims per month, yet they’ve streamlined their process using a paperless system called PAD. Claims are processed, finalised, and paid within 24 hours, making a significant difference in the stressful moments when pets require medical attention.
P.UMA works exclusively through brokers, relying on them to provide advice to clients and facilitate sales. They offer extensive broker support, training, and digital tools to enhance the client experience. If you want to ensure your clients have effective pet coverage, not just bought with a bag of dog food, it would be a good idea to talk to P.UMA.
In the world of pet insurance, P.UMA has seen it all, from life-threatening emergencies to comical claims. These stories highlight the company’s dedication to supporting pet owners through the ups and downs of pet ownership. A classic one was where they had a young couple who had a baby and they kept on having to buy dummies for the baby, but the dummies kept on going missing. Then the bulldog was sick and taken to the vet, where a scan discovered 40 dummies that the bulldog had swallowed.
Puma Pet Underwriting Managers, with its collaborative approach, data-driven decision-making, and commitment to transparency, stands out as a leading player in the pet insurance industry. They understand that pets are more than just animals; they are beloved family members.
Through their innovative insurance products and efficient claims processing, P.UMA ensures that pet owners can provide the best care for their furry and feathered companions, even in challenging times.
As they continue to grow and adapt to the evolving needs of pet owners, P.UMA remains a reassuring presence for pet lovers across the country.