SOUTHERN CROSS TRAVEL INSURANCE (SCTI) is New Zealand’s leading travel insurer and it has been supporting Kiwis for over 38 years. SCTI is part of the Southern Cross group, one of the country’s most enduring and trusted brands.
Duty of care has always been at the heart of its customer service, and this has never been more important than during SCTI’s response to COVID-19. From the start of the pandemic, SCTI has been helping Kiwis stranded overseas to get home safely. SCTI not only proactively offered refunds to customers that were unable to travel due to the emerging global border restrictions, but also waived the usual cancellation fees. The pandemic has rocked the international travel industry, but SCTI has responded to this challenge and subsequent changing trends by launching a comprehensive domestic travel insurance product to give Kiwis peace of mind while holidaying locally.
The SCTI team prides itself on acting on customer feedback, using NPS (Net Promotor Score) surveys to measure customer satisfaction. This also contributed to SCTI’s new-look website that boasts, among other features, an improved online claims experience and the ability for customers to manage their policies online.
In September 2020, SCTI recorded its highest NPS score yet. This validation from its customers, along with a second consecutive Gold win in the Reader’s Digest Quality Service Awards, during a year when travel has been so impacted, are testament to the company’s vision of being an extraordinary insurer.
"Great long-time provider. Simple claims processes and quality service."MALE, 50-59, NORTH ISLAND
"Super easy to arrange and knowledgeable and friendly staff to talk through the options."FEMALE, 18-39, NORTH ISLAND
"Great experience and prompt settlement of claims."MALE, 60+, SOUTH ISLAND