Go Travel Insurance is advising travellers to 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 were most frustrated by overseas call centre staff that did not understand their problem, followed by the need to navigate automated responses and the inability for customer support staff to provide assistance beyond their script.
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. It 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 says, "Ours 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."
Travel insurance: News update: 11 January 2010