InsureMyTrip Blog

CEO Jim Grace and John DiScala (aka Johnny Jet)

“What a special moment this is for me, to meet all of you.”

I know Jim meant it sincerely.  More than a decade after founding InsureMyTrip, Wednesday night’s Regional Customer Appreciation Dinner in Warwick, RI was the first opportunity he’s ever had to meet more than one or two of our travelers at a time.  It was also very likely the first opportunity he’s had to share a meal with them and listen to a phenomenal talk by superstar travel blogger Johnny Jet, who graciously accepted the invitation to join the party as the keynote speaker.

In the company of a room full of InsureMyTrip customers, Jim, along with many staff members from several departments, had the pleasure of learning about the people who keep our business alive and thriving.  Discovering the passion our customers have for travel was a renewed revelation for us; who would have thought that the majority of the people attending the dinner would have racked up at least 30 countries visited on their journeys?  Even more thrilling: one couple we spoke to was able to proudly proclaim that they had been to more than 70 countries in the world.  Seventy!  That’s more than Johnny Jet himself can claim (although I’m sure Johnny’s working on increasing his tally, probably daily).

Here’s the funny thing: We dreamed up this event because we wanted to give a little something back to all of you.  We wanted to recognize the loyalty of our customers and show even just a small number of you that we truly appreciate you.  It gave us all great pleasure to host a dinner for you, to introduce you to our friend Johnny Jet, and to present our prize winners, Mr. Sunder Kaveri and his lovely wife Kusum, with two round-trip tickets from Qatar Airways.  (We hope your trip to India is fabulous, Mr. and Mrs. Kaveri!)  But even though we thought it would be an evening about giving back to you, we were the ones who walked away feeling as though we’d gained something.

Sometimes, in the day-to-day routine, it’s easy to forget why we do what we do.  We come to work, we answer phones, we work on site features or IT support or communications efforts, we attend meetings and make presentations and check off our to-do lists.  As we’re going about the work that keeps InsureMyTrip running, we don’t always have the chance to stop and think about what’s behind each and every click on our site and every ringing phone in our Customer Care center.  What’s behind those calls and clicks are stories — the excited planning for your summer vacations, your honeymoons, your family reunions, your once-in-a-lifetime tours of Europe.  And by meeting some of you in person and sharing an evening with you, we were reminded of those stories and of that excitement, that passion for travel.  Your spark helped to reignite ours.

So thank you, travelers, for being a part of our community.  Thank you for your loyalty, thank you for your business, and now we’re happy to be able to say to at least a few of you: Thank you for your friendship.

Jim Grace and Johnny Jet with our Qatar Airways giveaway winner

Bri, Marketing

It’s been a while since I’ve had the chance to sit down with a fellow IMT-er and do an “IMT Talks” interview, so when I decided to revive this particular feature on the company blog, I wanted to bring it back with somebody who truly represents the heart of IMT.  No offense intended to the rest of my coworkers; you’re all lovely and important in your own ways, but when I think about the “heart” of the company, I think of Customer Care…and when I envision somebody who really embodies the spirit of Customer Care, I picture Lynne, our Training and Communications Specialist.  She was gracious enough to spend a few minutes giving me a glimpse into her part of the IMT world, where she’s constantly tuned into the needs of the travelers who reach out to our representatives every day.

What’s your official job title, and what does your day-to-day job here at IMT entail?

I’m the Training and Communications Specialist.  I train new Customer Care Representatives and communicate new policy information or changes to current policies and procedures.  I help Customer Care on a daily basis with phone support and providing current information.  I also help interpret policy language.

What brought you to IMT?  What really made you want to work here?

I answered an ad for a Customer Care position, and when I interviewed here, I knew I wanted to be in the Customer Care Center helping travelers.  I wanted to get them the products that would ease their concerns and allow them to enjoy their vacations, stress-free.

What’s the one thing you’re happiest about or proudest of in your work at IMT?

I am most happy that the IMT culture is first and foremost to take care of our customers.  We don’t work on commission, so no one sells a policy that’s not a good fit for the needs of the traveler; and we have no time limits when speaking to our customers, so we don’t rush through calls.  We’re able to take our time and listen to the concerns of the traveler.

You also do a lot of volunteer and charity work.  Do you ever have time to travel?

I actually travel several times a year volunteering for the American Cancer Society.  So far this year, I’ve been in St. Louis and Phoenix, and I’ll be traveling to Orlando, Peoria, and Upstate New York.  But next month I’m actually vacationing in San Francisco.  I’m extremely excited because I’ve never been to the West Coast!

What’s your dream vacation?

I want to bicycle through Ireland and hike in the Outback in Australia.

What’s the one thing you do at IMT that you think has the most impact on making our customers’ experiences better?

I listen.  I have a conversation and understand what their concerns are.  I feel like (the customers) are friends, and I don’t want to disappoint them when helping them with the travel insurance experience.

Thanks, Lynne.  I’ll let you get back to work now, but I enjoyed chatting with you.  I know the travelers who call us must feel the same way!

Related Posts:
IT and QA — InsureMyTrip Talks Acronyms

Supporting the Food Bank: InsureMyTrip Talks

Bri, Marketing

From my office in the front hallway of the InsureMyTrip building, I most often hear my coworkers before I see them.  Sometimes I hear their voices engaging in animated conversation as they walk past; at other times, I hear doors opening and closing, computer keys clicking, chairs rolling.  Shoes on the tile floor.  It’s getting so I can identify many people by their footsteps alone, and there is one particular set of footsteps — rapid, purposeful, padded by the rubber soles of a ubiquitous pair of sneakers — that I’ve noticed has been making more and more rounds lately.  The steps belong to our I.T. Manager, Dennis, who has recently taken ownership of more than just his energetic journeys around the office hallways. Continue reading “IT and QA — InsureMyTrip Talks About Acronyms” »