Leading travel insurers, CoverForYou, Cedar Tree, Outbacker and Insure & Escape – part of Cover For You Insurance Group Limited – have today launched a first to address an issue they believe is widespread across the industry, hindering communication between clients and insurers when it’s most critical.
Over the past 12 months, the brands have noticed a significant shift in their customer behaviour of over 10 million policyholders, with many opting to rely solely on wifi when travelling abroad, even to Europe. They put this down to many network providers removing free roaming as standard at contract renewal following Brexit and the rising cost of living, so customers are looking to save money where they can.
According to the Group’s managing director, Alan Dean, this approach is understandable, but causes issues when travellers find themselves in a spot with no wifi, but need immediate assistance from their insurer for emergency care. “We considered how we could best enable customers in this situation – relying on hotel wifi or eSIMs – to be able to contact us, the claims team or the emergency assistance line while travelling via a phone call,” says Alan.
“After reviewing options with our technical partners and underwriters we quickly discovered digital phone support through apps like WhatsApp was technically complicated, would likely mean people had to install separate software and wouldn’t guarantee consistent service for everyone, which defeated the purpose.”
The solution was to embed a voiceover IP client within the brand’s app allowing customers to call, via any data connection, the numbers embedded within the app without needing access to a phone signal or line, and at no cost to them. “This is a very neat solution that doesn’t require people to do anything extra, but gives them a critical benefit,” said Alan.
In tandem with the in-app calling service, a free eSIM has also been introduced as a further backup for emergencies; is also designed to provide extra data on the move and to help travellers save money. The free eSIM applies to everyone on the policy, so four people equals four eSIMs. Any unused data can be used on future trips, gifted or topped up at a discount of up to 20%.
The in-app calling service and free eSIM is available now as standard to all existing and new policyholders across CoverForYou, Cedar Tree, Outbacker and Insure & Escape on both Annual Multi-Trip and Single-Trip policies.
These two services are the latest to join a suite of complementary services the brands already offer, including Doctor Please!: 24/7 unlimited access to a doctor in the UK (online) for minor illnesses and injuries, prescriptions can be filled where the client is; BagFinder: unique QR code, housing contact details, clients print out and place inside bags so they can be reunited with their luggage if it goes missing and the labels come off.
Established in 2001, the Cover For You Insurance Group Ltd (formerly Worldwide Internet Insurance Services) has insured over 10 million people to-date. The Group is growing 14% year-on-year.
All brands are multi award-winning and underwritten by Inter Partner Assistance S.A. part of the AXA Group.
20 years experience as a journalist and magazine editor. I'm your contact for press releases, events, news and commercial opportunities at Insurance-Edge.Net
Be the first to comment