{ "schema_version": "1.0", "title": "The Verbatim Library", "report_url": "https://www.gatherhq.com/demoreport/cover-genius-verbatim-library", "content_type": "illustrative_example", "description": "Demo verbatim library prepared by Gather. All verbatims are illustrative demo data, not real research responses.", "analysis_notes": "Published aggregates and report text only, not respondent-level records. Values retain their displayed precision. Do not infer counts, missing denominators, weights, confidence intervals or statistical significance. Multiple-response questions may total more than 100%. Fictional choice exercises are not observed purchases. Illustrative and simulated results are not surveys of real people. Read each chart question, notes and the report methodology before comparing results.", "coverage": { "scope": "Published page only. Linked external reports are separate publications.", "raw_respondent_data": false, "chart_extraction": "Recognized chart layouts only. Each figure also includes its published text; unrecognized layouts are marked text_only.", "table_extraction": "Published cells and spanning information; no inferred values." }, "methodology": [], "published_text": "Demo library · All verbatims are illustrative demo data prepared by Gather — not real research responses\nCover Genius · Research Archive · Demo Edition\nThe Verbatim Library\n870 verbatims\n4 studies\nAug 2026 · Demo data\n870 results\nSort:", "sections": [ { "type": "h1", "text": "The Verbatim Library" } ], "figures": [], "tables": [], "metrics": [], "metric_statements": [], "illustrative_verbatims": [ { "study": "Mission & Vision", "role": "Investor", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "Part of a fund that backed the last round; investor group.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Do this exercise with partners too. Their words for us are often better than our own.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "It scales past insurance, which I like. It leaves room for the logistics verticals we have not entered yet.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "I like that it centers the customer outcome instead of the technology. That is the right order.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "The first half lands, but 'omnichannel resilience' feels like jargon — customers do not talk like that.", "sentiment": "Mixed", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "They do not contradict each other, but they do not build on each other either.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "They let any big website sell insurance at checkout without becoming an insurance company themselves.", "sentiment": "Positive", "themes": [ "Partnerships & integration", "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "The word 'peace of mind' is doing real work here — it is concrete and it matches what the product actually does at checkout.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "The word 'peace of mind' is doing real work here — it is concrete and it matches what the product actually does at checkout.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "I would buy it more if it mentioned the customer's moment of stress. That is where we actually win.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "Product manager on the claims side — employee.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "I lean protection, though in regulated markets trust language may travel better with compliance teams.", "sentiment": "Mixed", "themes": [ "Regulation & compliance" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "Too long and too abstract. A mission should fit on a badge sticker.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "Ambitious in the right way — a world where protection is built into every purchase is exactly the category story.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "They do not contradict each other, but they do not build on each other either.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "A 4. It describes the mechanism, not the mission. Nobody joins a company for an API.", "sentiment": "Negative", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "Neither feels ownable. Every insurer on earth uses both words — we need a third option.", "sentiment": "Negative", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "Ambitious in the right way — a world where protection is built into every purchase is exactly the category story.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "It scales past insurance, which I like. It leaves room for the logistics verticals we have not entered yet.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Other / follow-up", "question": "Can you say a bit more about that?", "response": "Just that regional teams will translate this — keep the sentence structure simple so it survives localization.", "sentiment": "Neutral", "themes": [ "Regulation & compliance" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "9. It is specific, it is true to the product, and it names the customer.", "sentiment": "Positive", "themes": [ "Regulation & compliance" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "The first half lands, but 'omnichannel resilience' feels like jargon — customers do not talk like that.", "sentiment": "Mixed", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Just that the claims experience is the moat — whatever language wins, keep it pointed at that.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "The first half lands, but 'omnichannel resilience' feels like jargon — customers do not talk like that.", "sentiment": "Mixed", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "Trust, for me. Protection is the feature; trust is the feeling that makes someone tick the box at checkout.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "Feels aspirational without being falsifiable. Hard to argue with, hard to rally behind.", "sentiment": "Neutral", "themes": [ "AI & automation" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "They stack well. One is the promise at checkout, the other is the world where that promise is everywhere.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "The plumbing that puts the right protection next to the right purchase, in whatever country you happen to be in.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "They stack well. One is the promise at checkout, the other is the world where that promise is everywhere.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "I lean protection, though in regulated markets trust language may travel better with compliance teams.", "sentiment": "Mixed", "themes": [ "Regulation & compliance" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "The plumbing that puts the right protection next to the right purchase, in whatever country you happen to be in.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "Protection. It is the product truth — trust is something you earn by paying claims fast, not something you claim in a tagline.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "When you buy a flight or a laptop online and see that little 'add protection' option — they are the company behind it, and their claims actually pay out quickly.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone", "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "It reads like a slide, not a belief. I do not hear a point of view in it.", "sentiment": "Negative", "themes": [ "Regulation & compliance" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "It scales past insurance, which I like. It leaves room for the logistics verticals we have not entered yet.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "Partner stakeholder; I manage the insurance line at an OTA.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "A 4. It describes the mechanism, not the mission. Nobody joins a company for an API.", "sentiment": "Negative", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "Honestly it feels generic. Swap in any insurtech logo and the sentence still works, which is the problem.", "sentiment": "Negative", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "An insurance technology company that partners with marketplaces and airlines — sort of an invisible brand behind other brands.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "The mission is concrete and the vision floats away from it — tighten the vision to the same vocabulary.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Other / follow-up", "question": "Can you say a bit more about that?", "response": "Just that regional teams will translate this — keep the sentence structure simple so it survives localization.", "sentiment": "Neutral", "themes": [ "Regulation & compliance" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "8. It is specific, it is true to the product, and it names the customer.", "sentiment": "Positive", "themes": [ "Privacy & data" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "I would give it a 9 — the 'protection' language matches what our partners already say about us unprompted.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "I like the ambition, though it overpromises on 'the whole journey' — we are not there yet operationally.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "8. It is specific, it is true to the product, and it names the customer.", "sentiment": "Positive", "themes": [ "Privacy & data" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "When you buy a flight or a laptop online and see that little 'add protection' option — they are the company behind it, and their claims actually pay out quickly.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone", "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "I usually say 'embedded insurance' and then have to explain what embedded means — the category name does us no favors.", "sentiment": "Mixed", "themes": [ "Embedded vs. standalone", "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "Neither feels ownable. Every insurer on earth uses both words — we need a third option.", "sentiment": "Negative", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "Nothing wrong with it. Nothing memorable about it either — it needs one sharp word.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Just that the claims experience is the moat — whatever language wins, keep it pointed at that.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "They let any big website sell insurance at checkout without becoming an insurance company themselves.", "sentiment": "Positive", "themes": [ "Partnerships & integration", "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "They let any big website sell insurance at checkout without becoming an insurance company themselves.", "sentiment": "Positive", "themes": [ "Partnerships & integration", "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "Honestly I struggle — the XCover and Cover Genius names split the story and outsiders get lost.", "sentiment": "Negative", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "Feels aspirational without being falsifiable. Hard to argue with, hard to rally behind.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Do this exercise with partners too. Their words for us are often better than our own.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "Trust, for me. Protection is the feature; trust is the feeling that makes someone tick the box at checkout.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "It is directionally right but very familiar — most embedded players say some version of this.", "sentiment": "Neutral", "themes": [ "Embedded vs. standalone" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "Maybe a 6? The front half is a 8, the back half is a 4 — it trails off into abstraction.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "The mission is concrete and the vision floats away from it — tighten the vision to the same vocabulary.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "Maybe a 6? The front half is a 9, the back half is a 4 — it trails off into abstraction.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "It scales past insurance, which I like. It leaves room for the automotive verticals we have not entered yet.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "Customer support team lead. Employee.", "sentiment": "Neutral", "themes": [ "Regulation & compliance" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "Ambitious in the right way — a world where protection is built into every purchase is exactly the category story.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "Strong. It finally says out loud what partners have been telling us for years — the claims moment is the brand.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "I would give it a 9 — the 'protection' language matches what our partners already say about us unprompted.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "Data analyst on the pricing team — employee.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "Partner stakeholder; I manage the insurance line at an OTA.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "The first half lands, but 'end-to-end enablement' feels like jargon — customers do not talk like that.", "sentiment": "Mixed", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "Ambitious in the right way — a world where protection is built into every purchase is exactly the category story.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "I would buy it more if it mentioned the customer's moment of stress. That is where we actually win.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "It scales past insurance, which I like. It leaves room for the automotive verticals we have not entered yet.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "6, mostly because it is accurate. It just does not move me.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "Ambitious in the right way — a world where protection is built into every purchase is exactly the category story.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Only that consistency matters more than the exact wording at this point.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "I usually say 'embedded insurance' and then have to explain what embedded means — the category name does us no favors.", "sentiment": "Mixed", "themes": [ "Embedded vs. standalone", "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "I usually say 'embedded insurance' and then have to explain what embedded means — the category name does us no favors.", "sentiment": "Mixed", "themes": [ "Embedded vs. standalone", "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "It is fine, but it could describe half the companies in this space. I would push for something only we can say.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "I lean protection, though in regulated markets trust language may travel better with compliance teams.", "sentiment": "Mixed", "themes": [ "Regulation & compliance" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "It is fine, but it could describe half the companies in this space. I would push for something only we can say.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Only that consistency matters more than the exact wording at this point.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Only that consistency matters more than the exact wording at this point.", "sentiment": "Neutral", "themes": [ "Embedded vs. standalone" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Do this exercise with partners too. Their words for us are often better than our own.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "Yes — the mission is the 'today' and the vision is the 'someday', and you can see the line between them.", "sentiment": "Positive", "themes": [ "Privacy & data" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "Investor — I sit on the growth equity side.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Only that consistency matters more than the exact wording at this point.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "Ambitious in the right way — a world where protection is built into every purchase is exactly the category story.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Other / follow-up", "question": "Can you say a bit more about that?", "response": "Only that we have renamed things twice before and it cost us recognition each time.", "sentiment": "Negative", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "Honestly I struggle — the XCover and Cover Genius names split the story and outsiders get lost.", "sentiment": "Negative", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "Either works honestly — what matters is consistency across the partner surfaces.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "The first half lands, but 'holistic risk orchestration' feels like jargon — customers do not talk like that.", "sentiment": "Mixed", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "It scales past insurance, which I like. It leaves room for the logistics verticals we have not entered yet.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "The mission is concrete and the vision floats away from it — tighten the vision to the same vocabulary.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Be careful the AI angle does not swallow the story. It is a tool, not the identity.", "sentiment": "Mixed", "themes": [ "AI & automation" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "Product lead at a ticketing partner.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "Either works honestly — what matters is consistency across the partner surfaces.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "A 7. Solid but interchangeable — I have seen the same sentence with a different logo.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "Either works honestly — what matters is consistency across the partner surfaces.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "It is directionally right but very familiar — most embedded players say some version of this.", "sentiment": "Neutral", "themes": [ "Embedded vs. standalone" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "Maybe a 6? The front half is a 8, the back half is a 3 — it trails off into abstraction.", "sentiment": "Mixed", "themes": [ "Privacy & data" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "I like that it centers the customer outcome instead of the technology. That is the right order.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Nothing major — ship it and revisit in a year.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "They solve different jobs. Protection sells to consumers, trust sells to the bank partners.", "sentiment": "Neutral", "themes": [ "Banking & finance context" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "Yes — the mission is the 'today' and the vision is the 'someday', and you can see the line between them.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "Protection. It is the product truth — trust is something you earn by paying claims fast, not something you claim in a tagline.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "I like that it centers the customer outcome instead of the technology. That is the right order.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "Strong. It finally says out loud what partners have been telling us for years — the claims moment is the brand.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "We integrate their API for parcel protection — partner.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Other / follow-up", "question": "Can you say a bit more about that?", "response": "Mostly that pricing perception and brand language are tangled — premium words invite premium-price assumptions.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "I like that it centers the customer outcome instead of the technology. That is the right order.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "I like the ambition, though it overpromises on 'the whole journey' — we are not there yet operationally.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "Product lead at a ticketing partner.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "Nothing wrong with it. Nothing memorable about it either — it needs one sharp word.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "Reads like a safe committee draft. Accurate, just not energizing.", "sentiment": "Neutral", "themes": [ "Privacy & data" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "The word 'confidence' is doing real work here — it is concrete and it matches what the product actually does at checkout.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Mission statement — reactions", "question": "Here's a proposed mission statement. What's your honest first reaction — what works, what doesn't?", "response": "The first half lands, but 'end-to-end enablement' feels like jargon — customers do not talk like that.", "sentiment": "Mixed", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "A 6. Solid but interchangeable — I have seen the same sentence with a different logo.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "Read together they feel written by two different teams. Pick one voice.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Vision statement — reactions", "question": "And here's the proposed vision statement. How does it land for you?", "response": "Ambitious in the right way — a world where protection is built into every purchase is exactly the category story.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "I lean protection, though in regulated markets trust language may travel better with compliance teams.", "sentiment": "Mixed", "themes": [ "Regulation & compliance" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Closing thoughts", "question": "Anything else leadership should keep in mind as they finalize this language?", "response": "Just that the claims experience is the moat — whatever language wins, keep it pointed at that.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "Partner — we run their warranty product inside our marketplace checkout.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "Either works honestly — what matters is consistency across the partner surfaces.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Protection vs. Trust language", "question": "Some drafts lead with 'protection', others with 'trust'. Which word feels right for this brand, and why?", "response": "I lean protection, though in regulated markets trust language may travel better with compliance teams.", "sentiment": "Mixed", "themes": [ "Regulation & compliance" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "They let any big website sell insurance at checkout without becoming an insurance company themselves.", "sentiment": "Positive", "themes": [ "Partnerships & integration", "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "An insurance technology company that partners with marketplaces and airlines — sort of an invisible brand behind other brands.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Mission rating (1–10)", "question": "On a scale of 1–10, how well does this mission capture what the company is actually about — and why that number?", "response": "Maybe a 6? The front half is a 8, the back half is a 4 — it trails off into abstraction.", "sentiment": "Mixed", "themes": [ "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Describing Cover Genius today", "question": "In your own words, how would you describe what Cover Genius does today to someone outside the industry?", "response": "The plumbing that puts the right protection next to the right purchase, in whatever country you happen to be in.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Mission & Vision", "role": "Partner", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "They stack well. One is the promise at checkout, the other is the world where that promise is everywhere.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Mission & Vision", "role": "Investor", "topic": "Role & background", "question": "To start, what's your role, and which stakeholder group are you part of: employee, partner, or investor?", "response": "Investor. I cover insurtech and fintech for our firm.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Mission & Vision", "role": "Employee", "topic": "Vision + Mission together", "question": "Reading the mission and vision side by side, do they tell one coherent story?", "response": "Yes — the mission is the 'today' and the vision is the 'someday', and you can see the line between them.", "sentiment": "Positive", "themes": [ "AI & automation" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Vaguely. I know the category well but I could not tell you what makes them different from the others.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Heard of them at an industry event. They came across as the grown-up option in the category.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "No, honestly this is the first time I am hearing the name — and I have been in this space for years.", "sentiment": "Negative", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I have seen the logo in a partner deck once. No strong impression either way.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I know them through their XCover product. Solid API reputation among the engineers I have worked with.", "sentiment": "Positive", "themes": [ "Brand awareness & visibility", "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I have seen the logo in a partner deck once. No strong impression either way.", "sentiment": "Neutral", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I have seen the logo in a partner deck once. No strong impression either way.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I know them through their XCover product. Solid API reputation among the engineers I have worked with.", "sentiment": "Positive", "themes": [ "Partnerships & integration", "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Heard of them at an industry event. They came across as the grown-up option in the category.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Heard of them at an industry event. They came across as the grown-up option in the category.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I know them, though I mostly associate them with travel. I did not realize they did warranties until you mentioned it.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Yes — good tech reputation, but I have heard their pricing runs rich for smaller partners.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Yes — they run protection for some of the big travel platforms. My impression is that the claims side is genuinely good, which is rare.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Vaguely. I know the category well but I could not tell you what makes them different from the others.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Yes — they run protection for some of the big travel platforms. My impression is that the claims side is genuinely good, which is rare.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Yes — good tech reputation, but I have heard their pricing runs rich for smaller partners.", "sentiment": "Mixed", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "We evaluated them last year. Broad country coverage was the standout — most rivals could not match it.", "sentiment": "Positive", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Heard of them at an industry event. They came across as the grown-up option in the category.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I have seen the logo in a partner deck once. No strong impression either way.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Yes — they run protection for some of the big travel platforms. My impression is that the claims side is genuinely good, which is rare.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Heard of them at an industry event. They came across as the grown-up option in the category.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Yes — they run protection for some of the big travel platforms. My impression is that the claims side is genuinely good, which is rare.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Never come across them, and we literally just finished picking a protection vendor.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Yes — good tech reputation, but I have heard their pricing runs rich for smaller partners.", "sentiment": "Mixed", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I know them, though I mostly associate them with travel. I did not realize they did warranties until you mentioned it.", "sentiment": "Mixed", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Heard of them at an industry event. They came across as the grown-up option in the category.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "No, honestly this is the first time I am hearing the name — and I have been in this space for years.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Yes — they run protection for some of the big travel platforms. My impression is that the claims side is genuinely good, which is rare.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I have seen the logo in a partner deck once. No strong impression either way.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Heard of them at an industry event. They came across as the grown-up option in the category.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I know them, though I mostly associate them with travel. I did not realize they did warranties until you mentioned it.", "sentiment": "Mixed", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Vaguely. I know the category well but I could not tell you what makes them different from the others.", "sentiment": "Neutral", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I have seen the logo in a partner deck once. No strong impression either way.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Never come across them, and we literally just finished picking a protection vendor.", "sentiment": "Negative", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "We evaluated them last year. Broad country coverage was the standout — most rivals could not match it.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "The name rings a bell — I think they do embedded insurance for marketplaces? Could not tell you much beyond that.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Yes — they run protection for some of the big travel platforms. My impression is that the claims side is genuinely good, which is rare.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Yes — they run protection for some of the big travel platforms. My impression is that the claims side is genuinely good, which is rare.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Heard of them at an industry event. They came across as the grown-up option in the category.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "The name rings a bell — I think they do embedded insurance for marketplaces? Could not tell you much beyond that.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "No, honestly this is the first time I am hearing the name — and I have been in this space for years.", "sentiment": "Negative", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "Heard of them at an industry event. They came across as the grown-up option in the category.", "sentiment": "Positive", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I know them, though I mostly associate them with travel. I did not realize they did warranties until you mentioned it.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I know them through their XCover product. Solid API reputation among the engineers I have worked with.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone", "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Describing Cover Genius", "question": "Have you come across Cover Genius before? If so, what do you know about them — and what's your impression?", "response": "I know them, though I mostly associate them with travel. I did not realize they did warranties until you mentioned it.", "sentiment": "Mixed", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "For me it is Cover Genius for reach, Qover for the EU, and a long tail of regional players nobody remembers.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech is the loudest name — funding headlines mostly. Cover Genius I associate with travel and better claims. Qover feels European-first.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech and Qover come to mind first. Igloo if we are talking Southeast Asia. They blur together honestly.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "For me it is Cover Genius for reach, Qover for the EU, and a long tail of regional players nobody remembers.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Truthfully none of them have distinct brands to me. The category markets itself as plumbing, and plumbing is forgettable.", "sentiment": "Negative", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech and Qover come to mind first. Igloo if we are talking Southeast Asia. They blur together honestly.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech feels biggest but I could not name what they do differently. Cover Genius I know for the API, but they are quieter in the press.", "sentiment": "Mixed", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech is the loudest name — funding headlines mostly. Cover Genius I associate with travel and better claims. Qover feels European-first.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech and Qover come to mind first. Igloo if we are talking Southeast Asia. They blur together honestly.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech is the loudest name — funding headlines mostly. Cover Genius I associate with travel and better claims. Qover feels European-first.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "For me it is Cover Genius for reach, Qover for the EU, and a long tail of regional players nobody remembers.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech feels biggest but I could not name what they do differently. Cover Genius I know for the API, but they are quieter in the press.", "sentiment": "Mixed", "themes": [ "Brand awareness & visibility", "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "For me it is Cover Genius for reach, Qover for the EU, and a long tail of regional players nobody remembers.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech feels biggest but I could not name what they do differently. Cover Genius I know for the API, but they are quieter in the press.", "sentiment": "Mixed", "themes": [ "Brand awareness & visibility", "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Assurant on the legacy end, then the newer platform crowd — Bolttech, Cover Genius, Qover. Positioning is similar across all of them.", "sentiment": "Neutral", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech is the loudest name — funding headlines mostly. Cover Genius I associate with travel and better claims. Qover feels European-first.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Truthfully none of them have distinct brands to me. The category markets itself as plumbing, and plumbing is forgettable.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech feels biggest but I could not name what they do differently. Cover Genius I know for the API, but they are quieter in the press.", "sentiment": "Mixed", "themes": [ "Partnerships & integration", "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech is the loudest name — funding headlines mostly. Cover Genius I associate with travel and better claims. Qover feels European-first.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech and Qover come to mind first. Igloo if we are talking Southeast Asia. They blur together honestly.", "sentiment": "Neutral", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Assurant on the legacy end, then the newer platform crowd — Bolttech, Cover Genius, Qover. Positioning is similar across all of them.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Assurant on the legacy end, then the newer platform crowd — Bolttech, Cover Genius, Qover. Positioning is similar across all of them.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech feels biggest but I could not name what they do differently. Cover Genius I know for the API, but they are quieter in the press.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech is the loudest name — funding headlines mostly. Cover Genius I associate with travel and better claims. Qover feels European-first.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "For me it is Cover Genius for reach, Qover for the EU, and a long tail of regional players nobody remembers.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "For me it is Cover Genius for reach, Qover for the EU, and a long tail of regional players nobody remembers.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech feels biggest but I could not name what they do differently. Cover Genius I know for the API, but they are quieter in the press.", "sentiment": "Mixed", "themes": [ "Embedded vs. standalone", "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech feels biggest but I could not name what they do differently. Cover Genius I know for the API, but they are quieter in the press.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech is the loudest name — funding headlines mostly. Cover Genius I associate with travel and better claims. Qover feels European-first.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Assurant on the legacy end, then the newer platform crowd — Bolttech, Cover Genius, Qover. Positioning is similar across all of them.", "sentiment": "Neutral", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech feels biggest but I could not name what they do differently. Cover Genius I know for the API, but they are quieter in the press.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Truthfully none of them have distinct brands to me. The category markets itself as plumbing, and plumbing is forgettable.", "sentiment": "Negative", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Assurant on the legacy end, then the newer platform crowd — Bolttech, Cover Genius, Qover. Positioning is similar across all of them.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "Bolttech feels biggest but I could not name what they do differently. Cover Genius I know for the API, but they are quieter in the press.", "sentiment": "Mixed", "themes": [ "Embedded vs. standalone", "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "Competitor impressions", "question": "When you think about embedded protection providers, which names come to mind first, and what do you associate with each?", "response": "For me it is Cover Genius for reach, Qover for the EU, and a long tail of regional players nobody remembers.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "Product brings the business case, legal reviews the licensing map, and we pilot in one market first. Our current provider made that pilot painless.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "Product brings the business case, legal reviews the licensing map, and we pilot in one market first. Our current provider made that pilot painless.", "sentiment": "Positive", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "We tried once and shelved it — the vendor's claims process generated support tickets that ate the margin.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It starts with attach-rate math — if a protection offer clears a conversion threshold in the A/B test, it ships. The last one paid for itself in a quarter.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It starts with attach-rate math — if a protection offer clears a conversion threshold in the A/B test, it ships. The last one paid for itself in a quarter.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It is on our roadmap discussion every year. The blocker is never demand, it is compliance bandwidth.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "We tried once and shelved it — the vendor's claims process generated support tickets that ate the margin.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It starts with attach-rate math — if a protection offer clears a conversion threshold in the A/B test, it ships. The last one paid for itself in a quarter.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It starts with attach-rate math — if a protection offer clears a conversion threshold in the A/B test, it ships. The last one paid for itself in a quarter.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "We want to add one, but the integration estimates we have gotten range from three weeks to six months, and that spread makes finance nervous.", "sentiment": "Mixed", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It starts with attach-rate math — if a protection offer clears a conversion threshold in the A/B test, it ships. The last one paid for itself in a quarter.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It is on our roadmap discussion every year. The blocker is never demand, it is compliance bandwidth.", "sentiment": "Neutral", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It starts with attach-rate math — if a protection offer clears a conversion threshold in the A/B test, it ships. The last one paid for itself in a quarter.", "sentiment": "Positive", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "Product brings the business case, legal reviews the licensing map, and we pilot in one market first. Our current provider made that pilot painless.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "Product brings the business case, legal reviews the licensing map, and we pilot in one market first. Our current provider made that pilot painless.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It starts with attach-rate math — if a protection offer clears a conversion threshold in the A/B test, it ships. The last one paid for itself in a quarter.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "We tried once and shelved it — the vendor's claims process generated support tickets that ate the margin.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "Usually a partnerships-led decision. We collect two or three RFP responses, score on integration effort, rev share, and coverage footprint.", "sentiment": "Neutral", "themes": [ "Claims & payouts", "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "Product brings the business case, legal reviews the licensing map, and we pilot in one market first. Our current provider made that pilot painless.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It starts with attach-rate math — if a protection offer clears a conversion threshold in the A/B test, it ships. The last one paid for itself in a quarter.", "sentiment": "Positive", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It starts with attach-rate math — if a protection offer clears a conversion threshold in the A/B test, it ships. The last one paid for itself in a quarter.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It starts with attach-rate math — if a protection offer clears a conversion threshold in the A/B test, it ships. The last one paid for itself in a quarter.", "sentiment": "Positive", "themes": [ "Brand awareness & visibility" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "Product brings the business case, legal reviews the licensing map, and we pilot in one market first. Our current provider made that pilot painless.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "We tried once and shelved it — the vendor's claims process generated support tickets that ate the margin.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "Usually a partnerships-led decision. We collect two or three RFP responses, score on integration effort, rev share, and coverage footprint.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Role not recorded", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "We tried once and shelved it — the vendor's claims process generated support tickets that ate the margin.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "Ancillary Revenue / Head of Ancillaries / Ancillary Products", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "We want to add one, but the integration estimates we have gotten range from three weeks to six months, and that spread makes finance nervous.", "sentiment": "Mixed", "themes": [ "Brand awareness & visibility", "Partnerships & integration" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "We tried once and shelved it — the vendor's claims process generated support tickets that ate the margin.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Brand Awareness", "role": "C-Suite / Founder (CEO, CCO, CPO, CFO)", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "It starts with attach-rate math — if a protection offer clears a conversion threshold in the A/B test, it ships. The last one paid for itself in a quarter.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Brand Awareness", "role": "Revenue Management / Commercial / Partnerships", "topic": "AI Interview", "question": "Tell me about how your team decides whether to add a protection or insurance offer to your product.", "response": "We tried once and shelved it — the vendor's claims process generated support tickets that ate the margin.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "We are watching it. Right now we monetize on subscription, so transaction ownership is a next-year conversation.", "sentiment": "Neutral", "themes": [ "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Users say they want autonomous purchasing and then panic at the confirmation screen. The gap between stated and actual comfort is the real blocker.", "sentiment": "Mixed", "themes": [ "Privacy & data", "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Carefully. Protection converts, but a badly-worded offer reads as a dark pattern and our brand cannot afford that association.", "sentiment": "Mixed", "themes": [ "Personalization & relevance", "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Probably a checkpoint model — the agent proposes coverage with the itinerary and the human approves both together.", "sentiment": "Neutral", "themes": [ "Personalization & relevance", "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "It dissolves into the conversation — protection stops being a checkbox and becomes something the assistant just mentions naturally, at the moment the risk becomes real to the user.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone", "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share works for us, but I would want claims-experience SLAs in the contract — their bad day becomes our churn.", "sentiment": "Mixed", "themes": [ "Partnerships & integration", "Pricing & willingness to pay" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "A partner who acts like infrastructure — invisible, reliable, and boring in the best way — but shows up with data on what is converting.", "sentiment": "Positive", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "Cleaner attribution data. If I can show protection attach lifts LTV, the roadmap fight wins itself.", "sentiment": "Neutral", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel first — highest anxiety, clearest risk, easiest story. Then electronics warranties, where the math is even better.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "We deliberately do not want to own purchases. The moment you take the payment you inherit every downstream problem.", "sentiment": "Negative", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Payment credentials, fraud liability, and merchant acceptance — in that order. None are solved enough for us to ship this year.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Probably a single optional line item. We would A/B whether opt-in or opt-out clears our trust bar.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "I do not think users want agents buying insurance. It is exactly the kind of purchase people distrust intermediaries on.", "sentiment": "Negative", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "If agents optimize purely for total price, protection gets silently stripped from every basket. That is my honest fear for the category.", "sentiment": "Negative", "themes": [ "AI & automation", "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share on attach, with a floor that rewards us for surfacing the offer well. Aligned incentives — we optimize placement, they optimize claims, everyone wins.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "Depends on the vertical. For travel we would co-brand; for financial products we would want the partner's name forward for the trust halo.", "sentiment": "Neutral", "themes": [ "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A partner who can stand up a one-market pilot in under a quarter. Momentum sells internally — a live pilot beats any deck.", "sentiment": "Positive", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "We started in eCommerce and are moving into banking partnerships; embedded protection travels well between the two.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Coverage scope & inclusions" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "We are watching it. Right now we monetize on subscription, so transaction ownership is a next-year conversation.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Payment credentials, fraud liability, and merchant acceptance — in that order. None are solved enough for us to ship this year.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Ideally it does not 'show up' at all — bake it into the price and market the whole product as protected.", "sentiment": "Negative", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Automatic for small-ticket cover, explicit consent above a threshold. Blanket automation on insurance feels like a compliance incident waiting to happen.", "sentiment": "Mixed", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "The moment moves earlier — from checkout to planning. Where it lands depends on who owns the conversation.", "sentiment": "Neutral", "themes": [ "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share works for us, but I would want claims-experience SLAs in the contract — their bad day becomes our churn.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "White-label everything except claims. When money is being paid out, a recognized insurance brand actually helps.", "sentiment": "Mixed", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "Cleaner attribution data. If I can show protection attach lifts LTV, the roadmap fight wins itself.", "sentiment": "Neutral", "themes": [ "Regulation & compliance", "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel and ticketing this year. Real estate and mobility are on the maybe list.", "sentiment": "Neutral", "themes": [ "Banking & finance context" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "We deliberately do not want to own purchases. The moment you take the payment you inherit every downstream problem.", "sentiment": "Negative", "themes": [ "Checkout & purchase flow", "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Payment credentials, fraud liability, and merchant acceptance — in that order. None are solved enough for us to ship this year.", "sentiment": "Neutral", "themes": [ "AI & automation", "Privacy & data" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Inline and contextual — one sentence, plain language, priced next to the thing it protects. The moment it feels like an upsell interstitial, we have lost the user.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow", "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "The agent should evaluate risk like it evaluates price — quietly, then surface one recommendation: 'This trip has a tight connection, I added delay cover for $9, tap to remove.' That is the future.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "It gets better. Conversational surfaces can explain what is actually covered, which the checkout checkbox never could. Comprehension is conversion.", "sentiment": "Positive", "themes": [ "AI & automation", "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share works for us, but I would want claims-experience SLAs in the contract — their bad day becomes our churn.", "sentiment": "Mixed", "themes": [ "Partnerships & integration", "Pricing & willingness to pay" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "White-label everything except claims. When money is being paid out, a recognized insurance brand actually helps.", "sentiment": "Mixed", "themes": [ "Partnerships & integration", "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "Engineering capacity, honestly. The business case is already approved; it keeps losing sprint planning to revenue features.", "sentiment": "Mixed", "themes": [ "Partnerships & integration", "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel first — highest anxiety, clearest risk, easiest story. Then electronics warranties, where the math is even better.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "We are watching it. Right now we monetize on subscription, so transaction ownership is a next-year conversation.", "sentiment": "Neutral", "themes": [ "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Payment credentials, fraud liability, and merchant acceptance — in that order. None are solved enough for us to ship this year.", "sentiment": "Neutral", "themes": [ "Privacy & data" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "As a default-on recommendation the user can remove. Framed as 'we covered this for you' rather than a checkbox guilt-trip.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow", "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "The agent should evaluate risk like it evaluates price — quietly, then surface one recommendation: 'This trip has a tight connection, I added delay cover for $9, tap to remove.' That is the future.", "sentiment": "Positive", "themes": [ "Personalization & relevance", "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "It dissolves into the conversation — protection stops being a checkbox and becomes something the assistant just mentions naturally, at the moment the risk becomes real to the user.", "sentiment": "Positive", "themes": [ "AI & automation", "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Standard rev share is fine to start. The interesting question is who owns the customer data from the protection relationship.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "White-label everything except claims. When money is being paid out, a recognized insurance brand actually helps.", "sentiment": "Mixed", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A version of the compliance review that does not take four months. Until then it stays parked.", "sentiment": "Negative", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel first — highest anxiety, clearest risk, easiest story. Then electronics warranties, where the math is even better.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Coverage scope & inclusions" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "We deliberately do not want to own purchases. The moment you take the payment you inherit every downstream problem.", "sentiment": "Negative", "themes": [ "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "The tech is basically there. What is missing is a protection layer users can see — if the agent's purchase comes with automatic coverage, the trust question answers itself.", "sentiment": "Positive", "themes": [ "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "As a default-on recommendation the user can remove. Framed as 'we covered this for you' rather than a checkbox guilt-trip.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "The agent should evaluate risk like it evaluates price — quietly, then surface one recommendation: 'This trip has a tight connection, I added delay cover for $9, tap to remove.' That is the future.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "It gets better. Conversational surfaces can explain what is actually covered, which the checkout checkbox never could. Comprehension is conversion.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone", "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share on attach, with a floor that rewards us for surfacing the offer well. Aligned incentives — we optimize placement, they optimize claims, everyone wins.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "White-label everything except claims. When money is being paid out, a recognized insurance brand actually helps.", "sentiment": "Mixed", "themes": [ "Regulation & compliance", "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A partner who can stand up a one-market pilot in under a quarter. Momentum sells internally — a live pilot beats any deck.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel and ticketing this year. Real estate and mobility are on the maybe list.", "sentiment": "Neutral", "themes": [ "Banking & finance context" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "Checkout ownership is the whole game for us. Every handoff to a partner site leaks conversion, so anything that can live inside our flow — payments, protection, upgrades — we want native.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Users say they want autonomous purchasing and then panic at the confirmation screen. The gap between stated and actual comfort is the real blocker.", "sentiment": "Mixed", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "As a default-on recommendation the user can remove. Framed as 'we covered this for you' rather than a checkbox guilt-trip.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "The agent should evaluate risk like it evaluates price — quietly, then surface one recommendation: 'This trip has a tight connection, I added delay cover for $9, tap to remove.' That is the future.", "sentiment": "Positive", "themes": [ "AI & automation", "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "If agents optimize purely for total price, protection gets silently stripped from every basket. That is my honest fear for the category.", "sentiment": "Negative", "themes": [ "Embedded vs. standalone", "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share works for us, but I would want claims-experience SLAs in the contract — their bad day becomes our churn.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "One API, global licensing under their name, white-label UX under ours, and a claims team that answers in hours. If they carry the regulatory load, we will carry the distribution.", "sentiment": "Positive", "themes": [ "Partnerships & integration", "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A partner who can stand up a one-market pilot in under a quarter. Momentum sells internally — a live pilot beats any deck.", "sentiment": "Positive", "themes": [ "Partnerships & integration", "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel and ticketing this year. Real estate and mobility are on the maybe list.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions", "Banking & finance context" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "Checkout ownership is the whole game for us. Every handoff to a partner site leaks conversion, so anything that can live inside our flow — payments, protection, upgrades — we want native.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone", "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Payment credentials, fraud liability, and merchant acceptance — in that order. None are solved enough for us to ship this year.", "sentiment": "Neutral", "themes": [ "AI & automation", "Privacy & data" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Carefully. Protection converts, but a badly-worded offer reads as a dark pattern and our brand cannot afford that association.", "sentiment": "Mixed", "themes": [ "Checkout & purchase flow", "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Automatic for small-ticket cover, explicit consent above a threshold. Blanket automation on insurance feels like a compliance incident waiting to happen.", "sentiment": "Mixed", "themes": [ "AI & automation", "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "If agents optimize purely for total price, protection gets silently stripped from every basket. That is my honest fear for the category.", "sentiment": "Negative", "themes": [ "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share works for us, but I would want claims-experience SLAs in the contract — their bad day becomes our churn.", "sentiment": "Mixed", "themes": [ "Partnerships & integration", "Pricing & willingness to pay" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "One API, global licensing under their name, white-label UX under ours, and a claims team that answers in hours. If they carry the regulatory load, we will carry the distribution.", "sentiment": "Positive", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A partner who can stand up a one-market pilot in under a quarter. Momentum sells internally — a live pilot beats any deck.", "sentiment": "Positive", "themes": [ "Regulation & compliance", "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "We started in eCommerce and are moving into banking partnerships; embedded protection travels well between the two.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "We are watching it. Right now we monetize on subscription, so transaction ownership is a next-year conversation.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Mostly trust milestones — verified merchant rails, spending caps users can set, and clean recourse when something goes wrong. Get those right and users will let the agent buy.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Carefully. Protection converts, but a badly-worded offer reads as a dark pattern and our brand cannot afford that association.", "sentiment": "Mixed", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Probably a checkpoint model — the agent proposes coverage with the itinerary and the human approves both together.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "It gets better. Conversational surfaces can explain what is actually covered, which the checkout checkbox never could. Comprehension is conversion.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share on attach, with a floor that rewards us for surfacing the offer well. Aligned incentives — we optimize placement, they optimize claims, everyone wins.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "Depends on the vertical. For travel we would co-brand; for financial products we would want the partner's name forward for the trust halo.", "sentiment": "Neutral", "themes": [ "Partnerships & integration", "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A partner who can stand up a one-market pilot in under a quarter. Momentum sells internally — a live pilot beats any deck.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel first — highest anxiety, clearest risk, easiest story. Then electronics warranties, where the math is even better.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "Checkout ownership is the whole game for us. Every handoff to a partner site leaks conversion, so anything that can live inside our flow — payments, protection, upgrades — we want native.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "A regulatory framework that does not exist yet. We will not let an agent transact until liability is legible.", "sentiment": "Negative", "themes": [ "AI & automation", "Privacy & data" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Carefully. Protection converts, but a badly-worded offer reads as a dark pattern and our brand cannot afford that association.", "sentiment": "Mixed", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Protection becomes a preference, not a decision. The user tells the agent their risk tolerance once, and every booking after that is covered accordingly.", "sentiment": "Positive", "themes": [ "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "The moment moves earlier — from checkout to planning. Where it lands depends on who owns the conversation.", "sentiment": "Neutral", "themes": [ "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share works for us, but I would want claims-experience SLAs in the contract — their bad day becomes our churn.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "We have been burned by 'one API' pitches that turned into six months of edge cases. Prove the integration estimate first.", "sentiment": "Negative", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "Engineering capacity, honestly. The business case is already approved; it keeps losing sprint planning to revenue features.", "sentiment": "Mixed", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel first — highest anxiety, clearest risk, easiest story. Then electronics warranties, where the math is even better.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "We deliberately do not want to own purchases. The moment you take the payment you inherit every downstream problem.", "sentiment": "Negative", "themes": [ "Embedded vs. standalone", "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Payment credentials, fraud liability, and merchant acceptance — in that order. None are solved enough for us to ship this year.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Privacy & data" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Ideally it does not 'show up' at all — bake it into the price and market the whole product as protected.", "sentiment": "Negative", "themes": [ "Checkout & purchase flow", "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "The agent should evaluate risk like it evaluates price — quietly, then surface one recommendation: 'This trip has a tight connection, I added delay cover for $9, tap to remove.' That is the future.", "sentiment": "Positive", "themes": [ "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "The moment moves earlier — from checkout to planning. Where it lands depends on who owns the conversation.", "sentiment": "Neutral", "themes": [ "AI & automation", "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "The current models underpay the platform. We bring the audience and the moment; a thin affiliate cut does not reflect that.", "sentiment": "Negative", "themes": [ "Partnerships & integration", "Pricing & willingness to pay" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "A partner who acts like infrastructure — invisible, reliable, and boring in the best way — but shows up with data on what is converting.", "sentiment": "Positive", "themes": [ "Partnerships & integration", "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A partner who can stand up a one-market pilot in under a quarter. Momentum sells internally — a live pilot beats any deck.", "sentiment": "Positive", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "We started in eCommerce and are moving into banking partnerships; embedded protection travels well between the two.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Coverage scope & inclusions" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "Checkout ownership is the whole game for us. Every handoff to a partner site leaks conversion, so anything that can live inside our flow — payments, protection, upgrades — we want native.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Users say they want autonomous purchasing and then panic at the confirmation screen. The gap between stated and actual comfort is the real blocker.", "sentiment": "Mixed", "themes": [ "Checkout & purchase flow", "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Probably a single optional line item. We would A/B whether opt-in or opt-out clears our trust bar.", "sentiment": "Neutral", "themes": [ "Personalization & relevance", "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Protection becomes a preference, not a decision. The user tells the agent their risk tolerance once, and every booking after that is covered accordingly.", "sentiment": "Positive", "themes": [ "AI & automation", "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "The moment moves earlier — from checkout to planning. Where it lands depends on who owns the conversation.", "sentiment": "Neutral", "themes": [ "AI & automation", "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share on attach, with a floor that rewards us for surfacing the offer well. Aligned incentives — we optimize placement, they optimize claims, everyone wins.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "We have been burned by 'one API' pitches that turned into six months of edge cases. Prove the integration estimate first.", "sentiment": "Negative", "themes": [ "Regulation & compliance", "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "Cleaner attribution data. If I can show protection attach lifts LTV, the roadmap fight wins itself.", "sentiment": "Neutral", "themes": [ "Regulation & compliance", "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel and ticketing this year. Real estate and mobility are on the maybe list.", "sentiment": "Neutral", "themes": [ "Banking & finance context" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "We deliberately do not want to own purchases. The moment you take the payment you inherit every downstream problem.", "sentiment": "Negative", "themes": [ "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "The tech is basically there. What is missing is a protection layer users can see — if the agent's purchase comes with automatic coverage, the trust question answers itself.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "As a default-on recommendation the user can remove. Framed as 'we covered this for you' rather than a checkbox guilt-trip.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Automatic for small-ticket cover, explicit consent above a threshold. Blanket automation on insurance feels like a compliance incident waiting to happen.", "sentiment": "Mixed", "themes": [ "AI & automation", "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "It gets better. Conversational surfaces can explain what is actually covered, which the checkout checkbox never could. Comprehension is conversion.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share on attach, with a floor that rewards us for surfacing the offer well. Aligned incentives — we optimize placement, they optimize claims, everyone wins.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "White-label everything except claims. When money is being paid out, a recognized insurance brand actually helps.", "sentiment": "Mixed", "themes": [ "Partnerships & integration", "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "Cleaner attribution data. If I can show protection attach lifts LTV, the roadmap fight wins itself.", "sentiment": "Neutral", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel and ticketing this year. Real estate and mobility are on the maybe list.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "Checkout ownership is the whole game for us. Every handoff to a partner site leaks conversion, so anything that can live inside our flow — payments, protection, upgrades — we want native.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone", "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Mostly trust milestones — verified merchant rails, spending caps users can set, and clean recourse when something goes wrong. Get those right and users will let the agent buy.", "sentiment": "Positive", "themes": [ "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "As a default-on recommendation the user can remove. Framed as 'we covered this for you' rather than a checkbox guilt-trip.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Protection becomes a preference, not a decision. The user tells the agent their risk tolerance once, and every booking after that is covered accordingly.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "It dissolves into the conversation — protection stops being a checkbox and becomes something the assistant just mentions naturally, at the moment the risk becomes real to the user.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share on attach, with a floor that rewards us for surfacing the offer well. Aligned incentives — we optimize placement, they optimize claims, everyone wins.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "A partner who acts like infrastructure — invisible, reliable, and boring in the best way — but shows up with data on what is converting.", "sentiment": "Positive", "themes": [ "Partnerships & integration", "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "Engineering capacity, honestly. The business case is already approved; it keeps losing sprint planning to revenue features.", "sentiment": "Mixed", "themes": [ "Regulation & compliance", "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel and ticketing this year. Real estate and mobility are on the maybe list.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "Honestly the journey ownership question depends on regulation more than technology for us.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "A regulatory framework that does not exist yet. We will not let an agent transact until liability is legible.", "sentiment": "Negative", "themes": [ "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Inline and contextual — one sentence, plain language, priced next to the thing it protects. The moment it feels like an upsell interstitial, we have lost the user.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Probably a checkpoint model — the agent proposes coverage with the itinerary and the human approves both together.", "sentiment": "Neutral", "themes": [ "AI & automation", "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "It gets better. Conversational surfaces can explain what is actually covered, which the checkout checkbox never could. Comprehension is conversion.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share on attach, with a floor that rewards us for surfacing the offer well. Aligned incentives — we optimize placement, they optimize claims, everyone wins.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "A partner who acts like infrastructure — invisible, reliable, and boring in the best way — but shows up with data on what is converting.", "sentiment": "Positive", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A partner who can stand up a one-market pilot in under a quarter. Momentum sells internally — a live pilot beats any deck.", "sentiment": "Positive", "themes": [ "Partnerships & integration", "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "We started in eCommerce and are moving into banking partnerships; embedded protection travels well between the two.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "Checkout ownership is the whole game for us. Every handoff to a partner site leaks conversion, so anything that can live inside our flow — payments, protection, upgrades — we want native.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow", "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "The tech is basically there. What is missing is a protection layer users can see — if the agent's purchase comes with automatic coverage, the trust question answers itself.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Inline and contextual — one sentence, plain language, priced next to the thing it protects. The moment it feels like an upsell interstitial, we have lost the user.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "I do not think users want agents buying insurance. It is exactly the kind of purchase people distrust intermediaries on.", "sentiment": "Negative", "themes": [ "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "It dissolves into the conversation — protection stops being a checkbox and becomes something the assistant just mentions naturally, at the moment the risk becomes real to the user.", "sentiment": "Positive", "themes": [ "AI & automation", "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share on attach, with a floor that rewards us for surfacing the offer well. Aligned incentives — we optimize placement, they optimize claims, everyone wins.", "sentiment": "Positive", "themes": [ "Partnerships & integration", "Pricing & willingness to pay" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "A partner who acts like infrastructure — invisible, reliable, and boring in the best way — but shows up with data on what is converting.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A partner who can stand up a one-market pilot in under a quarter. Momentum sells internally — a live pilot beats any deck.", "sentiment": "Positive", "themes": [ "Regulation & compliance", "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "We started in eCommerce and are moving into banking partnerships; embedded protection travels well between the two.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "Checkout ownership is the whole game for us. Every handoff to a partner site leaks conversion, so anything that can live inside our flow — payments, protection, upgrades — we want native.", "sentiment": "Positive", "themes": [ "Embedded vs. standalone", "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "A regulatory framework that does not exist yet. We will not let an agent transact until liability is legible.", "sentiment": "Negative", "themes": [ "Privacy & data", "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Ideally it does not 'show up' at all — bake it into the price and market the whole product as protected.", "sentiment": "Negative", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Probably a checkpoint model — the agent proposes coverage with the itinerary and the human approves both together.", "sentiment": "Neutral", "themes": [ "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "It gets better. Conversational surfaces can explain what is actually covered, which the checkout checkbox never could. Comprehension is conversion.", "sentiment": "Positive", "themes": [ "AI & automation", "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Standard rev share is fine to start. The interesting question is who owns the customer data from the protection relationship.", "sentiment": "Neutral", "themes": [ "Partnerships & integration", "Pricing & willingness to pay" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "White-label everything except claims. When money is being paid out, a recognized insurance brand actually helps.", "sentiment": "Mixed", "themes": [ "Partnerships & integration", "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A partner who can stand up a one-market pilot in under a quarter. Momentum sells internally — a live pilot beats any deck.", "sentiment": "Positive", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Banking is the prize but the slowest to close, so we fund it with quicker eCommerce wins.", "sentiment": "Mixed", "themes": [ "Banking & finance context" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "We are pushing from recommendation into transaction — the assistant that completes the booking keeps the customer. Ancillaries like protection are exactly the margin layer that makes that sustainable.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "The tech is basically there. What is missing is a protection layer users can see — if the agent's purchase comes with automatic coverage, the trust question answers itself.", "sentiment": "Positive", "themes": [ "Privacy & data" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "Probably a single optional line item. We would A/B whether opt-in or opt-out clears our trust bar.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Probably a checkpoint model — the agent proposes coverage with the itinerary and the human approves both together.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "If agents optimize purely for total price, protection gets silently stripped from every basket. That is my honest fear for the category.", "sentiment": "Negative", "themes": [ "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "The current models underpay the platform. We bring the audience and the moment; a thin affiliate cut does not reflect that.", "sentiment": "Negative", "themes": [ "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "White-label everything except claims. When money is being paid out, a recognized insurance brand actually helps.", "sentiment": "Mixed", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A version of the compliance review that does not take four months. Until then it stays parked.", "sentiment": "Negative", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Vertical priorities", "question": "Which verticals are you focused on first, and why?", "response": "Travel and ticketing this year. Real estate and mobility are on the maybe list.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "AI Platforms B2B", "role": "Product Manager / Head of Product", "topic": "Strategic positioning", "question": "How does your platform think about owning more of the purchase journey over the next two years?", "response": "Checkout ownership is the whole game for us. Every handoff to a partner site leaks conversion, so anything that can live inside our flow — payments, protection, upgrades — we want native.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow", "Embedded vs. standalone" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Path to owning checkout", "question": "What would need to be true for your AI product to complete purchases directly, rather than handing off?", "response": "Users say they want autonomous purchasing and then panic at the confirmation screen. The gap between stated and actual comfort is the real blocker.", "sentiment": "Mixed", "themes": [ "Checkout & purchase flow", "Privacy & data" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Presenting embedded protection", "question": "If your platform offered protection at the moment of purchase, how should it show up?", "response": "As a default-on recommendation the user can remove. Framed as 'we covered this for you' rather than a checkbox guilt-trip.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "AI Platforms B2B", "role": "Head of Strategy", "topic": "Agentic protection experience", "question": "Imagine an AI agent booking a trip for a user. How should protection work in that flow?", "response": "Automatic for small-ticket cover, explicit consent above a threshold. Blanket automation on insurance feels like a compliance incident waiting to happen.", "sentiment": "Mixed", "themes": [ "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of AI / AI Product Lead", "topic": "Future of the protection moment", "question": "As checkout moves into AI conversations, what happens to the traditional 'add insurance?' moment?", "response": "The moment moves earlier — from checkout to planning. Where it lands depends on who owns the conversation.", "sentiment": "Neutral", "themes": [ "Embedded vs. standalone", "AI & automation" ] }, { "study": "AI Platforms B2B", "role": "Head of Partnerships / Loyalty", "topic": "Future commercial model", "question": "How would you want the economics of an embedded protection partnership to work?", "response": "Rev share on attach, with a floor that rewards us for surfacing the offer well. Aligned incentives — we optimize placement, they optimize claims, everyone wins.", "sentiment": "Positive", "themes": [ "Partnerships & integration" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Ideal partnership shape", "question": "What does the ideal protection partner look like for a platform like yours?", "response": "White-label everything except claims. When money is being paid out, a recognized insurance brand actually helps.", "sentiment": "Mixed", "themes": [ "Regulation & compliance" ] }, { "study": "AI Platforms B2B", "role": "Head of Payments / Head of Commerce", "topic": "Unlocking priority for embedded insurance", "question": "Embedded insurance is on many roadmaps but ships rarely. What would move it up your priority list?", "response": "A partner who can stand up a one-market pilot in under a quarter. Momentum sells internally — a live pilot beats any deck.", "sentiment": "Positive", "themes": [ "Regulation & compliance", "Partnerships & integration" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Never. I have decided those checkout add-ons are for the seller's margin, not my protection.", "sentiment": "Negative", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a laptop and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking anything nonrefundable. Otherwise it does not occur to me.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my laptop screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Never. I have decided those checkout add-ons are for the seller's margin, not my protection.", "sentiment": "Negative", "themes": [ "Coverage scope & inclusions", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "It crossed my mind at checkout, then the price felt like it was guessing at what I would tolerate rather than reflecting risk.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my phone screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking flights for a family trip — four tickets is real money, so I added the cover without thinking twice.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking flights for a family trip — four tickets is real money, so I added the cover without thinking twice.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Fine but slow — about three weeks and a couple of document requests. Got paid in the end.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking flights for a family trip — four tickets is real money, so I added the cover without thinking twice.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking anything nonrefundable. Otherwise it does not occur to me.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking flights for a family trip — four tickets is real money, so I added the cover without thinking twice.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Six weeks, four emails, then a denial with no clear reason. It confirmed every stereotype about insurance.", "sentiment": "Negative", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a camera and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Approved eventually — after a rejection that was overturned when I pushed back. Should not require persistence.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my laptop screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "It crossed my mind at checkout, then the price felt like it was guessing at what I would tolerate rather than reflecting risk.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a espresso machine and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Honestly it only crosses my mind as a thing websites push. I assume the fine print makes it useless.", "sentiment": "Negative", "themes": [ "Checkout & purchase flow", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $15 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my espresso machine screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Six weeks, four emails, then a denial with no clear reason. It confirmed every stereotype about insurance.", "sentiment": "Negative", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Big purchases only — anything over a few hundred dollars I will at least read the offer.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "It crossed my mind at checkout, then the price felt like it was guessing at what I would tolerate rather than reflecting risk.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Honestly it only crosses my mind as a thing websites push. I assume the fine print makes it useless.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Never. I have decided those checkout add-ons are for the seller's margin, not my protection.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my concert tickets screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking flights for a family trip — four tickets is real money, so I added the cover without thinking twice.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I thought about it for my camera, but the wording was so vague I could not tell what was actually covered, so I skipped it.", "sentiment": "Mixed", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Big purchases only — anything over a few hundred dollars I will at least read the offer.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Approved eventually — after a rejection that was overturned when I pushed back. Should not require persistence.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "It crossed my mind at checkout, then the price felt like it was guessing at what I would tolerate rather than reflecting risk.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Fine but slow — about three weeks and a couple of document requests. Got paid in the end.", "sentiment": "Neutral", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Big purchases only — anything over a few hundred dollars I will at least read the offer.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I thought about it for my laptop, but the wording was so vague I could not tell what was actually covered, so I skipped it.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my camera screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking anything nonrefundable. Otherwise it does not occur to me.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I thought about it for my concert tickets, but the wording was so vague I could not tell what was actually covered, so I skipped it.", "sentiment": "Mixed", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $20 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Never. I have decided those checkout add-ons are for the seller's margin, not my protection.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $250 a year for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I thought about it for my phone, but the wording was so vague I could not tell what was actually covered, so I skipped it.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $15 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a espresso machine and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Approved eventually — after a rejection that was overturned when I pushed back. Should not require persistence.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $20 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Big purchases only — anything over a few hundred dollars I will at least read the offer.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking anything nonrefundable. Otherwise it does not occur to me.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking anything nonrefundable. Otherwise it does not occur to me.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking flights for a family trip — four tickets is real money, so I added the cover without thinking twice.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Six weeks, four emails, then a denial with no clear reason. It confirmed every stereotype about insurance.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Honestly it only crosses my mind as a thing websites push. I assume the fine print makes it useless.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a espresso machine and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Approved eventually — after a rejection that was overturned when I pushed back. Should not require persistence.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Honestly it only crosses my mind as a thing websites push. I assume the fine print makes it useless.", "sentiment": "Negative", "themes": [ "Checkout & purchase flow", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "It crossed my mind at checkout, then the price felt like it was guessing at what I would tolerate rather than reflecting risk.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I thought about it for my e-bike, but the wording was so vague I could not tell what was actually covered, so I skipped it.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Fine but slow — about three weeks and a couple of document requests. Got paid in the end.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "It crossed my mind at checkout, then the price felt like it was guessing at what I would tolerate rather than reflecting risk.", "sentiment": "Mixed", "themes": [ "Checkout & purchase flow", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a camera and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Denied on a technicality buried in the policy — the delay was 11 hours and the threshold was 12. Never again with that provider.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I thought about it for my phone, but the wording was so vague I could not tell what was actually covered, so I skipped it.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Honestly it only crosses my mind as a thing websites push. I assume the fine print makes it useless.", "sentiment": "Negative", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my laptop screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Big purchases only — anything over a few hundred dollars I will at least read the offer.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my espresso machine screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Big purchases only — anything over a few hundred dollars I will at least read the offer.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a phone and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking flights for a family trip — four tickets is real money, so I added the cover without thinking twice.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Fine but slow — about three weeks and a couple of document requests. Got paid in the end.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking flights for a family trip — four tickets is real money, so I added the cover without thinking twice.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $250 a year for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "It crossed my mind at checkout, then the price felt like it was guessing at what I would tolerate rather than reflecting risk.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my camera screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Never. I have decided those checkout add-ons are for the seller's margin, not my protection.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my laptop screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Big purchases only — anything over a few hundred dollars I will at least read the offer.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Approved eventually — after a rejection that was overturned when I pushed back. Should not require persistence.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking anything nonrefundable. Otherwise it does not occur to me.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Fine but slow — about three weeks and a couple of document requests. Got paid in the end.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my espresso machine screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $20 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking anything nonrefundable. Otherwise it does not occur to me.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Fine but slow — about three weeks and a couple of document requests. Got paid in the end.", "sentiment": "Neutral", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "It crossed my mind at checkout, then the price felt like it was guessing at what I would tolerate rather than reflecting risk.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Never. I have decided those checkout add-ons are for the seller's margin, not my protection.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Six weeks, four emails, then a denial with no clear reason. It confirmed every stereotype about insurance.", "sentiment": "Negative", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Honestly it only crosses my mind as a thing websites push. I assume the fine print makes it useless.", "sentiment": "Negative", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a espresso machine and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $250 a year for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking flights for a family trip — four tickets is real money, so I added the cover without thinking twice.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Fine but slow — about three weeks and a couple of document requests. Got paid in the end.", "sentiment": "Neutral", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Big purchases only — anything over a few hundred dollars I will at least read the offer.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Honestly it only crosses my mind as a thing websites push. I assume the fine print makes it useless.", "sentiment": "Negative", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Never. I have decided those checkout add-ons are for the seller's margin, not my protection.", "sentiment": "Negative", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Approved eventually — after a rejection that was overturned when I pushed back. Should not require persistence.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $250 a year for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a laptop and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my laptop screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my espresso machine screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "It crossed my mind at checkout, then the price felt like it was guessing at what I would tolerate rather than reflecting risk.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions", "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my phone screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $15 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my e-bike screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "It crossed my mind at checkout, then the price felt like it was guessing at what I would tolerate rather than reflecting risk.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Never. I have decided those checkout add-ons are for the seller's margin, not my protection.", "sentiment": "Negative", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $15 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking anything nonrefundable. Otherwise it does not occur to me.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Cracked my concert tickets screen. Photo, receipt, forty-eight hours, done. It made me a believer.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I thought about it for my concert tickets, but the wording was so vague I could not tell what was actually covered, so I skipped it.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Six weeks, four emails, then a denial with no clear reason. It confirmed every stereotype about insurance.", "sentiment": "Negative", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Approved eventually — after a rejection that was overturned when I pushed back. Should not require persistence.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $20 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking anything nonrefundable. Otherwise it does not occur to me.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a espresso machine and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $20 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $20 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Honestly it only crosses my mind as a thing websites push. I assume the fine print makes it useless.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a phone and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Nothing. Card 'benefits' are designed not to be used. I would rather a lower fee than phantom insurance.", "sentiment": "Negative", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I thought about it for my laptop, but the wording was so vague I could not tell what was actually covered, so I skipped it.", "sentiment": "Mixed", "themes": [ "Coverage scope & inclusions", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $250 a year for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Usually just when the website offers it. I do not go looking for it.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Just no surprises. Tell me the timeline and hit it.", "sentiment": "Neutral", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I thought about it for my phone, but the wording was so vague I could not tell what was actually covered, so I skipped it.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Smooth. The app pre-filled most of the details from the booking, which is how it should work everywhere.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Approved eventually — after a rejection that was overturned when I pushed back. Should not require persistence.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $15 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Fine but slow — about three weeks and a couple of document requests. Got paid in the end.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $250 a year for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "A clear list of what is needed up front, one submission, a decision within a week, and a human if I need one.", "sentiment": "Neutral", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Maybe five a month? Protection is a tiebreaker between cards, not the reason I pick one.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Personalization & relevance", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen X (45–60)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Renting a car abroad. The counter pressure is awful, so I sorted cover in the app beforehand and felt smug about it.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "They paid, but I had to chase it twice and re-upload the same receipt. The money was right, the process was tiring.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay", "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Fast is great, but I would trade a day of speed for an actual explanation when something is not covered.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Booking anything nonrefundable. Otherwise it does not occur to me.", "sentiment": "Neutral", "themes": [ "Checkout & purchase flow", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I already pay $15 a month for my card — fold in real travel protection and I would consider it cheap.", "sentiment": "Positive", "themes": [ "Banking & finance context" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "A storm cancelled my cousin's wedding flights last year. Since then I insure every trip.", "sentiment": "Positive", "themes": [ "Checkout & purchase flow", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Approved eventually — after a rejection that was overturned when I pushed back. Should not require persistence.", "sentiment": "Mixed", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Depends entirely on the claim process. The benefits list is marketing; the payout experience is the product.", "sentiment": "Neutral", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "The provider notices the delay before I do and the payout is in my account with an apology. Proactive is the whole thing.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "I bought a camera and the protection was right there at checkout for a few dollars. Easy yes.", "sentiment": "Positive", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "One claim, small amount, took a fortnight. Neither impressed nor annoyed.", "sentiment": "Neutral", "themes": [ "Coverage scope & inclusions", "Claims & payouts" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "Trip cancellation and phone cover are the two I would switch cards for. Ten to fifteen a month feels fair if the claims are painless.", "sentiment": "Positive", "themes": [ "Banking & finance context", "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "Photo of the damage, receipt already on file, instant decision, money the same day. Some of it exists already — make it all standard.", "sentiment": "Positive", "themes": [ "Personalization & relevance" ] }, { "study": "Consumer B2C", "role": "Gen Z (18–28)", "topic": "Trigger moment — when protection came to mind", "question": "Think about the last time you considered buying protection or insurance for a purchase. What made it cross your mind?", "response": "Never. I have decided those checkout add-ons are for the seller's margin, not my protection.", "sentiment": "Negative", "themes": [ "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Boomer (61–79)", "topic": "What went wrong — past claim experience", "question": "If you've ever made a claim on purchase protection or travel insurance, how did it go?", "response": "Flight delay claim last spring — I uploaded the airline email and the payout hit my account in two days. Genuinely shocked.", "sentiment": "Positive", "themes": [ "Claims & payouts", "Coverage scope & inclusions" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Premium card priorities & price", "question": "If a premium card bundled purchase and travel protection, what would matter most to you — and what would you pay?", "response": "I like bundled cover, but card benefits are notoriously hard to claim — I would want proof it is not the usual maze.", "sentiment": "Mixed", "themes": [ "Pricing & willingness to pay" ] }, { "study": "Consumer B2C", "role": "Millennial (29–44)", "topic": "Ideal claim experience", "question": "Describe what a perfect claims experience would look like for you.", "response": "'Ideal claim experience' is an oxymoron in my experience — the ideal is never needing to fight for what was promised.", "sentiment": "Negative", "themes": [ "Claims & payouts" ] } ], "content_sha256": "d0802635d028ffb70d6ce83ed2c7fcbdcf8c2aff26083e4d964571067dd93920", "downloads": { "json": "https://www.gatherhq.com/report-data/demoreport/cover-genius-verbatim-library.json", "csv": "https://www.gatherhq.com/report-data/demoreport/cover-genius-verbatim-library.csv", "markdown": "https://www.gatherhq.com/report-data/demoreport/cover-genius-verbatim-library.md" } }