TRAVEL insurer Cover-More believes the industry can improve customer experiences by using data more effectively.
Speaking at the Travellers Choice Conference in Adelaide last week, Cover-More Travel Insurance Executive General Manager Sales and Distribution Michael Stein said the group’s vision was to develop a platform that would allow agents to share their data with the insurer to accelerate the claims process.
Stein said the travel insurance industry needed to adopt systems similar to those used in the banking sector to optimise the use of available data and improve the customer journey, by using new technology including apps with facial recognition.
“What we really want to get to is that we’re using our data together,” he said.
“You know where your customers are going – we don’t yet have that privilege, so we don’t see their itinerary, I don’t know exactly where they are at any given point in time.
“But what we want to get to is the utopian situation or I’m travelling, for example, Sydney to New York via LA, as the insurer I know that’s the itinerary, because you sold the itinerary…you’ve passed that information on to us, the flight is delayed into LA and therefore I’m going to miss my onward flight in.
“What we can do together is powerful, and nobody globally is yet at this point – what we should be able to do is, the customer gets off the plane, the customer receives a text message from the insurer saying ‘we know your flight’s been delayed, your travel agent has already rebooked you [onto a new flight] we’re paying for it, here’s your new ticket.”
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Source: traveldaily