Squaremouth wins award for customer service during Covid
One year since the Covid-19 outbreak halted the travel industry, travel insurance aggregator Squaremouth earned its third international award for their customer service response to the pandemic
Still coping with the fallout of travel, Squaremouth has earned three awards for its innovative ways to help travellers who face new and unexpected challenges due to Covid-19, the latest being a Silver Stevie Award for ‘Most Valuable Response by a Customer Service Team’ and a Bronze Stevie Award for ‘Customer Service Department of the Year’.
The pandemic changed everything about how people travel, likewise impacting how they are protecting themselves and their trips. Squaremouth identified three customer service goals that continue to guide their efforts:
- Provide assistance to travellers with trips already booked
- Provide applicable coverage for travellers booking new trips
- Facilitate coverage for changing regulations and requirements
Contacting travellers with an upcoming trip
At the onset of the pandemic, Squaremouth proactively contacted every traveller with an upcoming trip to a destination that was now closed. They also increased claims team members and hours of operation to efficiently assist travellers who needed immediate assistance.
As travel slowly resumed, Squaremouth took steps to ensure travellers could find insurance policies for the growing unpredictability of travel.
Staying ahead of constant changes
Today, the company is staying ahead of the constantly changing travel restrictions and requirements, including quarantine rules, producing negative coronavirus tests, and border closures.
Squaremouth is working with its underwriters to bring new policies to the market that meet the needs of travellers today. Most notably, this includes coverages required by destinations, cancellation and medical benefits for contracting Covid-19, and delay benefits if travellers are unable to return home due to new CDC requirements.
Squaremouth has also been able to use its data to predict the way people will be travelling going forward. For example, a third of travellers want Covid-19 cover, according to the latest study by the company.