“投保热”遭遇“理赔冷”，直播爆款险种背后的赔付“迷宫”

Core Insights - The pet insurance market is experiencing rapid sales growth, driven by promotional offers and consumer interest, but there is a divide in market sentiment regarding the value and claims process of these insurance products [1] Group 1: Product Features - The "upgraded" pet insurance promoted in the live stream covers cats and dogs aged 60 days to 10 years, with monthly premiums of 34.75 yuan for cats and 38.25 yuan for dogs, and an annual cumulative coverage limit of 20,000 yuan [2] - The insurance offers a single claim limit of 1,200 yuan for outpatient services and 2,000 yuan for surgeries, with a potential increase in the claims ratio to 80% in the following year if no claims are made [2] - Ant Financial's pet insurance has multiple tiers to accommodate different budgets, with the basic plan starting at 22.42 yuan per month and the premium plan reaching 74.5 yuan per month [2] - A "30-day free trial" is available, consisting of a short-term insurance policy and a one-year commercial medical insurance policy, with automatic premium deductions after the trial period [2] Group 2: Consumer Sentiment - Consumer feedback on pet insurance is polarized, with some users reporting positive experiences, such as receiving compensation for significant veterinary expenses after using the free trial [3] - However, there are numerous complaints regarding claims, with over 600 complaints reported on third-party platforms, primarily concerning claim denials and lower-than-expected payouts [3] - Specific issues include claims being rejected despite the policyholder believing they met the conditions and discrepancies between the actual treatment costs and the compensation received [3] Group 3: Industry Response - Some insurance companies, like ZhongAn Online, are aggressively expanding in the pet insurance market, reporting a 129.5% year-on-year increase in total premiums for 2024 and serving over 6 million pet owners [3] - The demographic of policyholders is predominantly under 40 years old, and the service network includes over 20,000 offline pet hospitals nationwide [3] - Conversely, some insurers are adopting a cautious approach due to the low market share of pet insurance within the broader property and casualty insurance sector and the high-risk nature of the business [4] - Challenges include the lack of transparency in the pet medical industry and inconsistent pricing standards, which complicate risk management for insurers [4]