The first of Rightpath’s guides focuses on cancellation claims. The guides have been developed as a visually engaging way of informing customers, step-by-step, about a process that they a) may not understand and b) probably will not find inherently interesting. Potential claimants will be shown exactly what is and isn’t covered by their policy, and how to go about making a claim.
Rightpath partnered with Digi2L, a digital agency that services insurance companies, to create the videos. Other guides focus on various other common travel claim types; presenters break down the various concepts into concise bite-sized statements, a strategy that Rightpath hopes will make the whole experience more relatable and less alien to the average consumer.
“Customer satisfaction is of critical importance to us at Rightpath,” commented Jane Hastings, Claims Manager at Rightpath Claims. “It is therefore comforting to see our customers further supported by the new video guides. These straightforward introductions to making a claim unpack some of the common points claimants must consider to help us quickly process a claim on their behalf. I look forward to further videos as they are released.”
Rightpath claims that its guides are the first of their kind to be offered in this format by a travel claims management company. It is certain a novel and savvy approach, and perhaps one that the travel insurance industry – and ancillary sectors – should consider adopting en masse. Insurance is a much misunderstood and often disliked product, but while it is complex, it is often made more so by opaque wording. A friendlier, more human approach not only makes the product less daunting for customers, but it will also have the bonus effect of making insurers feel more approachable, and less like huge anonymous entities hiding behind dense small print.