The key to growing your business is delivering exceptional customer service, and it’s ingrained in our company to help travel advisors do exactly that. It’s not luck that in the past year, we’ve won eight prestigious customer service awards and have been named the Best Travel Insurance Company by five top industry organizations including Travel Weekly–awards that we’ve won year after year.
Often in travel, and especially with insurance, you get what you pay for, so choose wisely when considering a company and their reputation for customer service. As you know, it’s always worth having great, accessible assistance when something bad happens. Our secret sauce is in providing trustworthy travel protection that customers understand and love, and making it easy for them to use their benefits to put money back in their pockets. Every day we’re focused on doing the right thing for your customer, which helps both of us gain more repeat business and brand loyalty.
Transparent, Useful Benefits
We help customers better understand their insurance benefits. Insurance can be complicated, but it doesn’t have to be for your customers. That’s why we purposefully simplified descriptions of benefits, covered reasons and limits on Allianz Travel Insurance plans, making it easier for customers to understand which situations may be covered.
We also remind customers what their insurance benefits are and ways to access emergency travel assistance by sending them an email days before their trip. We provide travel advisors with extensive training and sales support to assist them in offering the best matched products that satisfy each customers’ needs.
Protection that Evolves
We continually improve our products to protect your customers. Travel disruptions and traveler needs are constantly evolving around the world, so our products do too. We monitor ongoing customer feedback through our Voice of Customer program—surveying about 20,000 customers a week—to obtain real-time, actionable insights on customer pain points, preferences, satisfaction, and market opportunities.
This customer feedback informs product development to expand the list of useful benefits and covered reasons that can protect your customers from unexpected travel hazards. An example of this is the pre-existing medical conditions waiver for trip cancellation that we’ve added to nearly all our products. We don’t see any other travel insurance company coming close to this level of customer-centricity in their product development.
Convenient Claims & Quick Payments
We make it easier for customers to file claims and get paid. Filing an insurance claim doesn’t have to be slow or complicated. We’re constantly innovating to deliver a better, faster and more convenient process than the industry standard.
We launched proactive claims payments through SmartBenefitsTM, which puts money back in customers’ wallets after a qualifying flight delay— typically $100 per person impacted by the delay. We’ve also made claims for travel and bag delays easier by giving customers the option to receive a faster, fixed-amount payment for their inconvenience, without the effort of uploading receipts.
We’ve reduced claims documentation requirements plus streamlined processing and payments using automation, which have shortened our average claims lifecycle to 7 business days for claims submitted with all required documentation. By eliminating the doctor’s form requirement on trip cancellation claims related to pre-existing medical conditions, we removed another barrier for customers to get paid more quickly.
Customers can file and manage their claim online or through our award-winning TravelSmartTM mobile app. Now we’re developing SMS notifications to keep customers regularly informed as their claim progresses through the stages to approval and payment. And since we’re committed to providing superior 24/7 customer service, our in-house call staff is available by phone, email, chat and social media channels.
All these factors contribute to us maintaining a 96% customer satisfaction rating. If you want your customers to have the great trip, you have to give them the best. And to us, that means the relentless pursuit of the best customer experience possible.