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InsureMyTrip - Customer Service Complaints Team of the Year


Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: InsureMyTrip, Warwick, RI
Company Description: It's simple. InsureMyTrip finds you the right travel insurance plan, every time. InsureMyTrip is the authority on travel insurance. We are committed to empowering travelers to make the best possible insurance decisions by leveraging our technology, data intelligence, and expertise.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - Financial Services Industries

Nomination Title: InsureMyTrip Expands Anytime Advocates Program To Better Assist Travelers With Claims

Tell the story about what this nominated team achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

In 2017, InsureMyTrip moved to expand its award-winning Anytime Advocates© program that provides claims assistance and educational resources for travelers following a surge in travel insurance claims. The expansion included adding staff, resources, and boosting educational initiatives.

Since the program started, Anytime Advocates© has saved policyholders over$1,250,000, marking a significant accomplishment and industry milestone that highlights the value and need for professional claims assistance and dispute resolution services for travel insurance policyholders. Over 90 percent of claims advocacy customers have been satisfied with the outcome.

This is an innovative claim resolution service that no other US-based travel insurance comparison site provides.

How it works: all travelers that purchase a policy through InsureMyTrip have access to Anytime Advocates© and the following services:

Claims assistance —Receive expert advice on how to navigate the claims process and file a claim properly with your travel insurance provider.

Dispute resolution— Anytime Advocates© will check the status of a claim. If a claim is denied, an advocate will work on behalf of the customer to learn why or to help with the appeal process.

In addition, in 2017,InsureMyTrip discovered that many travelers still lack a basic understand travel insurance and the claims process. This discovery led InsureMyTrip to expand its educational resources for travelers, including the release of more instructional guides and industry claims data.The data also results suggest that travelers who closely review their policies and are mindful of claim documentation requirements prior to departure are more likely to experience positive outcomes.

Based on industry data, these are the most common scenarios why a claim is denied or delayed and tips for avoiding these outcomes:



Reason for canceling a trip is not
covered under policy.

Review the policy with a licensed travel
insurance expert prior to purchase. Check
covered perils and exclusions.

Pre-existing medical condition not
covered under policy.

Request a plan that includes a pre-existing
medical conditions waiver. This is a time-
sensitive benefitthat is available when all
eligibility requirements are met.

Failed to meet definition of being
sick or injured under policy terms.

Ask physician to provide insurance company
with details about treatment, medical
conditions and prognosis. Read policy for
specifics on what may qualify as an illness
or injury.

Does not meet required
timeframe for a flight delay.

Review policy with a licensed travel insurance
expert prior to purchase for clarification on
benefits. A travel delay must be for a certain
number of hours and varies by plan.

Missed paperwork, inaccurate
information, or wrong claim form

Follow instructions on claim form and forward
all requested documentation. Contact the
travel insurance company immediately after
an issue arises. Save all paperwork related to
the trip. Expect to provide receipts and
a complete travel itinerary for any claim.
Claims typically take a minimum of 30 days to process.

Failed to seek medical treatment
after becoming ill or injured
during a trip.

Seek treatment prior to returning home and
save all medical documentation.

RELATED: 2017 Hurricanes Lead to Record High Travel Insurance Claims, Delays Expected
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InsureMyTrip is dedicated to helping policyholdersbefore, during, and after their trip. This expanded Anytime Advocates claims advocacy program is a significant accomplishment and key differentiator in a competitive landscape of travel insurance comparison.