THE IMPACT OF THE COVID-19 PANDEMIC has had enormous repercussions on Southern Cross Travel Insurance (SCTI), like all those in the travel industry. Nevertheless, SCTI used this time to fine-tune its service, with the help of customer insights.
SCTI has built long-term relationships with many of its customers through fairness and consistency. Last year SCTI proactively contacted customers and refunded millions of dollars for trips that were unlikely to take place – waiving its normal $35 cancellation fee. “We received so much positive customer feedback. Many weren’t expecting an insurer to proactively offer refunds,” said Jo McCauley, CEO of SCTI.
During the pandemic, it was clear that customers were seeking information and transparency. With this knowledge under their belt, SCTI set about making a number of decisions that would underpin their customer service strategy. SCTI has been translating its travel insurance policy documents to ‘plain English’ to make the language more customer-friendly and easier to read; an initiative that resulted in their domestic insurance policy document winning the award for Best Plain English Legal Document at the 2021 Plain English awards.
SCTI has also launched their new digital assistant Scout, so visitors to the website are now able to get the answers to their questions at the click of a button. “We pride ourselves on providing excellent service to our customers however they want to get in touch, but we know that making information easier to find and understand in the first place reduces the need for them to call,” said McCauley.
"I have always used Southern Cross for travel insurance. The process of signing up and paying online is really easy and affordable."FEMALE, 60-69, MANAWATU-WHANGANUI
"They are easy to use. We book our travel insurance online and when we did claim once they were very helpful."FEMALE, 50-59, CANTERBURY
"Happy with Southern Cross."MALE, 40-49, BAY OF PLENTY