It’s always a good day in our offices when we can say, definitively, that we’re doing what we set out to do: Give travelers the best customer experience we can provide, so they can confidently navigate the tricky world of travel insurance. It’s not always easy and we’re not always perfect, but that’s the top-of-mind goal that governs everything we do.
Recently, we were honored to accept a Stevie Award recognizing the hard work that goes into serving our customers 365 days a year through our website, call center, emails, live chats, and social media channels. Lynne, our Customer Care Assistant Manager in charge of Training and Business Services, was on hand in Las Vegas for the 2014 Stevie Awards ceremony. She accepted a Bronze Stevie for Sales and Customer Service on behalf of the whole team at InsureMyTrip.The win came after a panel of 129 international business professionals reviewed nominations for over 1,500 organizations in a variety of industries.
Our fearless leader, CEO Jim Grace, congratulated the Customer Care team: “I applaud our Customer Care representatives for their dedication and commitment to assisting travelers with their travel insurance needs. We are pleased to be recognized as the industry leader in customer care by the Stevie Awards.”
Among the attributes that we think set our Customer Care team apart from the competition was InsureMyTrip’s unique advocacy program on behalf of travelers, which allows us to facilitate communication between customers and their insurance providers and offer one-on-one assistance, even after the conclusion of their trips. We’ve also taken many steps towards building a completely transparent customer experience, from the launch of our completely unbiased, customer-generated Ratings and Reviews forum — the first in the industry, and still the largest — to our current website redesign, which offers Q and A forums on each page of the site where customers and representatives can interact around any and all travel insurance topics. And of course, our representatives are all fully licensed in all 50 states; it’s a process other travel insurance comparison sites don’t necessarily invest in, but it’s important to us that every person who helps our customers is able to do so as knowledgeably and thoroughly as possible, and above and beyond the standards that are legally required.
What’s next for InsureMyTrip’s Customer Care? We can’t say just yet, but we’re sure that whatever it is, it will be great. Congratulations to the whole team on being publicly acknowledged for their exceptional work.