I walked into a Brazilian bank, waited two hours, and was treated like I was bothering them. That day I decided to build a bank that actually likes its customers.
Warren Buffett invested in us because he understood one simple thing — when you treat customers well in a market where nobody else does, you win.
The dealership model is designed to confuse you. Hidden fees, four-hour negotiations, a guy in a bad suit telling you he needs to "talk to his manager." We eliminated all of it.
Deliver a car to someone's driveway in perfect condition with no surprises. That's it. That's the whole business. Everything else is logistics.
A hundred million customers chose us. Not because we had the biggest marketing budget, but because their old bank was treating them like garbage.
We process claims in hours, not weeks. When someone's phone breaks, they should not have to wait 30 days and fill out 10 forms to get it replaced.
Most people's first interaction with insurance is filing a claim and getting denied. That's a terrible first impression for an entire industry.
Books are not just products. People have a relationship with them. That is the business we are really in.