Ditto Insurance User Research | Siddarth DVS

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1	Respondent ID	Age	Gender	City of Residence	Occupation	Relationship Status	Hobbies	When you think of health or life insurance, what’s the first thing that comes to your mind? Why?	How did you know that insurance important for you?	Have you ever faced or heard of a situation where insurance played a significant role? If yes, how did it impact your perception of insurance?	What look for you before buying a health insurance?	What prompted you to choose Ditto for your insurance needs?	How would you describe your experience with Ditto so far?	Was there anything Ditto did particularly well or something you think they could improve?	Did you refer Ditto to anyone else?

2	#001	28	Female	Bengaluru	Consulting	Married (2 months ago)	Outdoors, socialising with friends, not a very big screen person, read a lot of books (non-fiction & fiction) - hard cover	Uncertain world - after COVID - health insurance is something everyone should have. Else you can go bankcrupt	Growing up, I didn't know about insurance coming from a small town in Himachal (Tier 3 city), no one knew what insurance was and my parents also didn't have insurance. As I went to do my MBA in Pune, I saw my batchmates talking and buying insurance. Hence, this was the first time I learnt about Insurance. Based on the current lifestyle & climate changes - the future doesn't look bright. Hence, having insurance becomes even more important	One of friends father during my MBA got admitted to a hospital and they had to perform a complicated surgery, it was costing him 42L. Thankfully, he had an insurance covered and was able to get 90% of the amount leaving his saving safe. Coming to life insurance, I want to leave financial security behind for the people that I care after I die. Hence, it becomes important. I brought my first life insurance after marriage. This is a responsibility	Cover Ratio Past claim percentage Hidden Clauses Customer Service	I did do a random google search (Top health providers in India). Followed inshorts for a very long time Then didn't want to go to agents as their commission is high and I know that they are irritating I didn't want a biased opinion Decided to call Ditto for insurance	Filled the form Reached on WhatsApp Replied quickly Ask questions for customisation Answer any sort of question and provide you with additional reading material like brochure if needed Comparision between different insurance holders Give enough time to pick (it was always my choice) Once you decide - they will share the link to purchase. But I wasn't aware on how to do it. They went one-step ahead to come on G-Meet and guide me through the steps	Good part: They don't force you Take a good time to come back and tell which insurance you want Not inclined towards any insurance company It is a stark opposite to the insurance agents where you have to take the first step I had experience from other services and what is spoken about agents in general in today's market. Hence I didn't want to go through them Bad part: I wanted life insurance after marriage but I didn't get it from Ditto. I went to Policybazaar; the reason being Ditto doesn't have variety of policies compared to Policybazaar. Ditto only gives me 3 options but the others are giving me more than 20 An improved experience to make a change in my insurance was not easy with Ditto since it was self-driven	I did refer only for Health Insurance because of the choices available. I told these to my friends
3	#002	35	Male	Mumbai	AVP Marketing	Married - 2 kids	I lot of family time with kids, fitness regime, reality shows, sports	I'm sole memeber in the family earning hence insurance was important (both life & health) because if anything happens to me or my family, I was scared that my life saving will be drained	Through my friends & family that worked in LIC - we got to know about insurance. My parents had LIC policies for 10 year duration. As I grew, through my life partner, I got to know about other kind of insurance as her family was very active in getting insurance.	I had a minor accident when i was in my late 20s and my corporate insurance covered for my expenses that was great. My friend's father passed away and he did a lot of paper work recently. This money helped him a lot	I compare different policies; check articles on what paremeters are important; identify what is relevant for me. Honestly i still can't remember the exact things that I need but here is the gist: Cities & Hospitals supported (for parents) Claim ratio	I wanted to buy health insurance for my father as his previous one was expired. He expressed to me that he didn't want to go through the pain of buying yet another insurance as he wsa completely annoyed with the LIC agents. This was a big trigger I did my research but I also wanted a consultant because insurance operates differently for older people in my understanding. Hence I asked around and one of my friends used Ditto for buying cover for his parents. A lot of positive review from him. Then I went to the website, read articles - love the depth & then I said let me at least talk with them and see what they say	I booked a call from one person and discussed extensively on the requirements for my parents. They shared the different options and summary of the call Said if I have more questions, can answer later on (never sold anything to me) After 2 weeks - they asked if I had questions & clarified on more questions. Next 3 months, I got busy. Then the guy I spoke with left and I was assigned another girl. Surprisingly, she was well-versed with my case history and had one more followup session to buy the insurance. So it took 6 months in totality. I loved the patience shown by them	My experience was very very satisfying. One of the best insurance buying experience for me One thing is there that I didn't know Ditto also helps me buy insurance & can assist me with the claim process. I thought they were consultants who helped people around when I got to know from my friend	I wrote about it on LinkedIn & everytime I'm around and insurance comes up, I always tell them to go try Ditto
4	#003	28	Male	Hyderabad	Software Dev	Unmarried - Dating	Work out a lot, Trekking, Cafe hopping, Chilling with friends	Health cover through company & last year I decided to take health insurance because I realised that my company cover might not be sufficient & there is uncertainity in the job market or I don't want to work	Discsuss about retirement planning, want to chill in my early 40s onwarding, what is the ideal bank balance one should have - all are the topics we talk with my friends in the last 2 years. Majority of us are unmarried tho these conversations teach us about protection for yourself and future family.	None from my close circle. But I did read a lot about it on reddit	Honestly, I did have an idea. I was looking for the best cover at the least cost	I need to buy personal cover as I realised that corporate one is not sufficient for me. Hence started looking for insurance. I followed finshots for a very long time & knew about Ditto. I knew that there was a lot of clutter in the market and wanted someone to break it down easily for me. There is a lot of jargon and 100s of similar looking policies with agents there to just sell. Hence I straight went to Ditto because finshots was my major source to learn Finance. I had a feeling that they are the best one's to help me	I filled the form on Website. Got WhatApp text. I didn't even get onto a call. Answered all my queries on WhatsApp - sent me relevant documents to review and I just brough the health insurance. No calls, No spamming, I completed my purchase in under 1 week	I am a big advocate for Ditto. One small improvement I would want is that I want to have a certralised view to track all my exisiting policies, their renewal date & other important details form time to time. Because during emergency, I know that I can just go there and access it. Or send this details to my parents	Yes I did
5	#004	24	Female	Chennai	Business Development Associate	Unmarried - Single	Reads a lot of books, Cooking, runs a small pastery page, lives with family	At first, I thought that it is just a waste of money to buy insurance. I could easily spend this money in stock market and earn returns unlike insurnace. Then there were a few incidents that happened in my close family that completely changed my perspective	Historically, we didn't have health insurance in my family. We were never educated on insurance and never believed that we needed one. Then there was a situation that my father's brother was admitted to the hospital and we needed to perform a surgery. Thankfully, his son had corporate insurance that covered for 50% of the expenses. That gave us a respite & time to cover the remaining office expenses. Hence, I realised the importance of health insurance through personal experiences	In recent times, a lot in my close family circle with hospitalised for longer durations & I was just shocked to learn about the amount of money ended up paying for the treatments. If I were in their place, I would have been on the streets by now. I don't want to get that to myself. Hence health insurance becomes critical for me	I learnt from YouTube that claim percentage success and customer service are the two most important factors before buying insurance	I follow the founders on LinkedIn & knew that they were backed my Zerodha. So in college, I knew that if I have to get an insurance, I'll directly go to them. I didn't even do a google search for the insurance purchase since the trust was established here for me. Through all the content I consume for YouTube created by Ditto, I knew the importance of insurance for me and my family	It was top notch. Very smooth. I didn't get on a call on everyone and everything was completed just like I was chatting with a friend. I got on a call with them once wherein they helped me choose the right insurance plan for me and my parents; we got the insurance in the same call	Nothing so far. I only have positives to talk about: nothing negative	Yes, I told people who don't have insurance in my friends circle to get insurance but only from Ditto because they don't cheat
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