John, Customer Care Manager
For about a year now, InsureMyTrip has included a link to a survey on all confirmations that are emailed to our customers following their travel insurance purchase. One of the questions asked on the survey is the following: “When you spoke to a customer care representative, was the representative a) helpful, b) efficient and c) professional?”
A customer from Colorado recently took us up on our offer to stop by the office when visiting Warwick, and here’s what she had to say:
I wanted to thank you for giving me a tour of your office while I was visiting Warwick, Rhode Island. I was amazed! I pictured a small two man office but instead found a whole building with state of the art features. The call center room with the wall/movie size computer screen monitoring all the latest infomation throughout the world was incredible. I didn’t realize I could call in and talk to one of your 20 plus licensed insurance brokers if I had any questions. Your independent server room with a window was unique. I hope others will stop by to view your improvements. I have a whole new appreciation for your business and am online right now to purchase insurance for our group of 12 on our upcoming cruise. Thanks again! Jackie
Thank you Jackie! It’s always a pleasure to meet a customer.
Chris, Business Development
Interestingly, March 2009 saw InsureMyTrip’s heaviest Customer Care call volume in our 9+ year history. At a time when the economy is struggling as it is, I wonder what this says about travelers.
To be clear, we LOVE talking to customers so keep the calls coming! While we work very hard to make our site quick and easy to use (and soon to be even easier – more on that in the near future), we understand that there are times when you just want to talk to someone. Maybe you’ve never purchased travel insurance before, or perhaps an upcoming trip is different from anything you’ve ever done in the past. Travel insurance is about personal and financial protection – you want to make sure you make the right decision. An experienced InsureMyTrip staffer can certainly help.
John, Customer Care Manager
Hello and welcome to the InsureMyTrip.com blog!
Our goal with this blog is to provide our customers with yet another way to learn about travel insurance, and about InsureMyTrip.com. We will have many contributors to this blog including employees from the Customer Care and Product teams, Technology, Marketing, and certainly our founders will have a lot to say.
We also welcome comments from you as this allows us to evaluate what we are doing well and where we can make improvements. Without your thoughtful comments and suggestions, it would be most difficult for us to continue to provide the level of service that you all expect to receive from us. Please know that, although Customer Care cannot solve every dilemma, we will listen to your concerns and do our very best to assist in any way that we can.
On behalf of the Customer Care team and everyone at InsureMyTrip.com, we are sincerely excited to share our thoughts and stories with all of you and look forward to reading your comments.
