Hello, I'm Sarah, vet nurse at support by many. To continue celebrating vet nurses, we are proud to have partnered with the webinar vet to give nurses with 11 hours of top quality CPD to meet the full annual requirement for this year. I worked as a vet nurse in practises for 9 years, so I know what your role demands of you and how challenging 2020 has been so far.

And we want to say thank you for everything you do all day, every day. I have seen how much brought by many care about helping owners get the best pet care they need, and my role is about making sure we are working with vets in the best way to get that care sorted quickly. Our support won't stop at CPD.

We are busy building an exclusive club just for nurses, with unique content and offers. I hope you enjoy the course and make sure you join the Facebook Money Nurses Club. Hello and welcome to your Bought by Many webinar where I hope to give you an introduction about who we are and what we're all about.

So my name's Sarah. I am a veterinary nurse and I moved into pet insurance in 2019. I love my job now as I get to speak to lots of different people in pet practises about the joys and pains of pet insurance and what we at by many are doing to help.

We genuinely want to make pet insurance better for everyone, and it's really refreshing to be part of such a caring team of people with pets at their heart and outside of a practise environment. Part of my role is to make sure that when we say everyone, we mean pets, their owners, vets, nurses, practises and claims handlers. So why are we providing this course for vet nurses?

To extend celebrating vet nurses not just once a year in May, but all year round. I know how vital our role is in practise and all of the many hats we get to wear along the way. I've worked in practises just like some of you.

Whilst I've changed direction, pet health and wellbeing is still a priority of mine. We are proud to be seen as different from other pet insurance providers. COVID-19 has touched all of our lives in many different ways, and we want to help you achieve at least the minimum required amount of CPD for this year.

So you have one less thing to think about. And in turn, we hope this lessens expenses for your practise. We know that CPD can really make a difference in the treatment pets get and your job satisfaction.

So we're bringing you this CPD course where you can find 11 webinars from expert speakers all in one place at a time to suit you. I wonder how many of you have heard of us before? I expect some of you will have experienced our claims process as well.

So we started in 2012 by connecting groups of people with similar bespoke insurance needs, such as Labrador owners or people wishing to travel with existing medical problems with other insurance providers. In 2017, after receiving thousands of pieces of feedback, we realised pet insurance needed our help. We used this feedback to create better pet insurance policies from product features and policy wording to claims.

In 2019, we launched our pet insurance in Sweden, and we now cover more than 200,000 pets, and we're always looking at how we can continue to improve for pet owners and pets. This is a team photo from our summer party last year. So like most companies, we have our own set of values, and I can absolutely say that everything we do on a daily basis is reflected in these five values, including providing you with the CPD course.

So our values are, show you care, do the right thing, work in partnership, dare to think big, be tenacious and be fast. We seek feedback from our customers at every touch point, no matter what the nature of their communication was. After purchasing a policy, contacting our customer support team, making a claim, no matter what the outcome.

We pass on all of the feedback received to our team. We celebrate the positives and we all learn from the negatives. We were delighted to be voted the most trusted pet insurance provider at the Moneywise Awards in 2019.

And in January of this year, we were awarded the FIFA Platinum Trusted Service Award. It's true our customers love us, and we also love our customers. So, before joining Bort by Many, I had the responsibility of processing all claim forms in my practise.

I've had firsthand experience of paper forms, online forms, emailed forms and all the rest. Being paper free is better for the planet and it saves a lot of time in practise. I was sceptical at first about our claim form free process, but it wasn't that much different to emailing a claim, except I didn't have the hassle of checking the paper form had been signed by the customer, filling out a page of questions, signing, stamping the form and scanning it in, and then eventually emailing it.

It was so much quicker. Completing a paper claim for a new condition might have taken me about 20 minutes, whereas a bought by mini claim could be sorted out in about 5 or 10 minutes. And it was one of the reasons why I decided to join the team.

But don't just take my word for it though. We've recently heard from Vet Kia, who is also one of our customers, and she's given us this lovely feedback that you can see on the slide just now. So we now have a TV ad and you'll be able to see the TV ad clip at the end of this presentation.

You might not know that the Exotic Direct is part of the book by many family. This means that our customers can insure all types of pets with us and receive the same level of customer care. Our teams are based in the UK at the moment, and we have offices in Haywards Heath, London and Birmingham.

To give you some facts and figures about us, we've popped our most important numbers on this slide. So you can see that we paid £18.5 million in claims last year, and our highest ever claim was for a dog with interception.

Our popular breeds of dog on cover are Labradors, closely followed by French bulldogs. I wonder what dog breeds are frequent visitors in your practise. We've designed policies to fix the things people hate about pet insurance, for example, different excess options, a money back option if you don't claim, and a policy where the monthly premiums never go up.

Another part of my role is technical claims management. When assessing a claim, we do not classify any treatment given more than 2 years ago as pre-existing. So to give you an example, this means that in most cases, any puppy diarrhoea will not affect a claim for gastroenteritis in an adult dog over the age of about 3.

We also removed a 14 day waiting period for owners when switching to us from another provider. As you can see, all of our policies are lifetime as standard. The vet fee limit is per year and renews every year.

Every policy comes with complimentary treatment, behavioural treatment and prescription food cover as standard. We have a policy that can offer some pre-existing conditions, and no one offers more than a 15,000 pounds limit. To show we care and do the right thing, we are supporting our customers as much as possible, not just for now, but all the time.

As a business, we switched to remote working overnight successfully. I think we only missed one call on our first business wide working from home day, and I think that's pretty remarkable. Our customers can take a payment break of up to 3 months if needed, and we've launched an essentials product customers can downgrade to if necessary.

I've shown you how we're helping customers and their pets. Now we're turning our attention to you. The veterinary nurse is working hard every day, taking care of our customers' pets.

So what you can expect from us in this course. There's a wide range of topics covered in this course of 11 webinars. There's something for everyone.

You can set your own schedule and watch at a time to suit you. Also, you'll have the chance to reflect on your learning after each webinar. This will help when reflection on all CPD becomes mandatory in 2022.

Don't worry if life gets a bit hectic. Your courses will still be here for you and you'll get friendly reminders along the way. We're building a range of completely new benefits just for vet nurses.

This will include a many nurses club. We want this club to be built by nurses for nurses. Of course there will be rewards for being part of the club, but what's important to you?

What would you like to see us do? Remember, one of our values is to think big. So I dare you to think big and let's see what we can achieve together.

Thank you for listening to our webinar. I hope you've enjoyed it. Please check your emails to unlock your free CPD course.

My email is on the screen if you have any questions for me, and the TV ad will be on a separate slide. At Bought by Many Pet Insurance, we know that loving your pet can sometimes be a little more complicated than you imagined. Like with Bella here, you never quite know what she'll do next.

Oh, Bella. That's why so many pet lovers choose bought by Many for their pet cover and why our customers have voted us the UK's most trusted pet insurance provider. So when the chips are down, you can trust bought by Many to love your pet just as much as you do.

Bought by many, love your pet better. Oh, Bella.