World First Travel Insurance review: 9 out 10 for December 2011!
It doesn’t matter what kind of business it is – the people best placed to comment on the service are the people who use it: the customers. That’s why each month we ask every new policyholder for feedback. Then we share it. Here’s a selection of December’s customer comments and suggestions together with a response from our Managing Partner. It’s your chance to find out more about who we are, the way we work and our plans for the future.
Whenever a customer buys a new policy with us, we ask them to rate their overall experience of our service out of 10 – 10 being the best. Feedback was received from almost 100 people for the month of December. The average rating was just above nine out of 10.
We also encourage our customers to give us their comments on our service and ask if they think there’s anything we could do better. Here’s a selection of the comments and a response to each from World First Managing Partner, Martin Rothwell.
“Do we need a letter from a consultant to confirm that someone with a pre-existing medical condition is fit to travel? Other companies seem to expect this every time travel takes place but I couldn’t see anywhere this was mentioned.”
Martin Rothwell: We do not expect to see any letters or medical records but we do ask all customers to make a warranty about their pre-existing conditions and to confirm they are not travelling against the advice of their Doctor. In the event of a claim we would ask for a claim form to be completed by your Doctor. If the claim is for emergency medical expenses while overseas then we perform a GP check and review full medical records.
“On the first screen the traveller age box didn’t stand out and I missed it (twice).”
Martin Rothwell: We’re working hard on plans for version 2 of the website and think you’ll be impressed with the changes we have in store. We intend to make the overall experience for our customers even easier.
“I changed my quote and had to do the medical bit again – if you could fine tune that part of the process that would be good.”
Martin Rothwell: Later this year you’ll be able to save your quotes and access all policy information online via a secure password protected area.
“Not all the medical conditions are clearly covered i.e. diabetes. There was no listing for type 2 so had to call.”
Martin Rothwell: We arrange a lot of diabetes travel insurance so will raise this comment with our nurses who will hopefully update the medical screening system soon.
“Have a geographical telephone number option! 0845 numbers are not appropriate for mobile users and probably cost you customers!”
Martin Rothwell: Our website offers a call-back facility so all you need to do is enter your name, number and a convenient time and we’ll call you back.
“A reference to cruise holiday cover would have helped.”
Martin Rothwell: We insure quite a few cruises and have a separate cruise travel insurance page. In 2012 we hope to launch some new products with extra cover, which will make our cruise travel insurance cover even better.
If you’d like to provide feedback to World First please email martin@world-first.co.uk. We read and respond to everything we receive.
Related posts:
- World First Travel Insurance review: 9 out of 10 for January
- Introducing the World First Travel Insurance review
- World First Travel Insurance review: October
- Welcome to the World First Travel Insurance blog
- World First Weekly Wander: 27th June 2011
Tags: cruise travel insurance, diabetes travel insurance, World First, World First Travel Insurance review
January 27th, 2012 at 6:08 pm
Travel Insurance helps you do just that, travel without worries. The truth is you never know when you might find yourself in need of help, and being far away from home can make the situation more complicated.