With the news that overseas call centres continue to lead the way in customer frustrations, travellers should consider customer service, as well as price and level of cover, when choosing a travel insurance policy.
According to a nationwide poll of 2,000 consumers conducted in November by YouGov on behalf of KC (Kingston Communications), the industry leading supplier of telecommunications services, more than half (54%) were most frustrated by overseas call centre staff that did not understand their problem, followed by the need to navigate automated responses (22%) and the inability for customer support staff to provide assistance beyond their script (12%).
For example, as a well established travel insurance provider to UK customers, Go Travel Insurance prides itself on having a UK based call centre that is open 7 days a week. Go also handles all of its claims in-house with a dedicated claims team, providing a consistent end to end service for its customers.
A spokesperson for Go Travel Insurance said “Go is not just a faceless website with an overseas call centre. We look after our customers from start to finish and are very proud of the service we provide. 78% of settled claims receive their settlement cheque within 5 working days of submitting their first communication, while the process can take months with some other insurers.”
“Customers need to consider the level of service they are going to receive if they do need to make a claim, as well as price and level of cover. When you take into account all these elements Go offers exceptionally good value for money.”
