Who we are
We are one of the fastest growing and most innovative travel insurance companies in the world. Established in 2000, we've grown to become one of Australia's largest operators and in 2015 we were acquired by the nib group.
Home to a network of market leading and trusted brands, we are an agile company with the strength of a group network and the in-house expertise to develop best in class customer products, services and experiences.
Best of all, we remain traveller obsessed.
Our European MGA is regulated by the Central Bank of Ireland.
Traveller services - Emergency Assist
Our customers have peace of mind knowing they can contact our "We Assist" emergency assistance team in Sydney, 24/7.
We go above and beyond to ensure their experiences and outcomes are positive ones.
Experts in how to assess claims efficiently and fairly.
Our team is highly accessible to travellers who require assistance (with daily check ins for in-patient cases).
We're open to reassessing solutions based on the best course of action for a patient.
Continuous case retros to understand opportunities for improved management & support. Country based alerts during major events.
Network reach & capability
Extensive & connected network of global providers (hospitals, chemists, embassies, police, etc).
All on our bespoke tech platform
Relationship with US health insurer, with access to largest network in medical facilities through-out the US.
Ability to quickly provide direction to travellers on complex medical cases.
Cost containment facilities via direct agreements with key providers.
Leveraging the nib network experience
Traveller services - Claims
Our philosophy is to find a way to assist the customer and provide honest and open assessments of their claims. All our claims are assessed within the Irish Consumer Protection Code 2012 and applicable European Legislation.
Online claims tool (dynamic Q&A) based on the event that has taken place.
Ability to support fast track and complex claims processing (determined by business rules/requirements)
Each claim allocated to an individual assessor to give the customer one point of contact
+50% claims closed in 30 days
Ability to provide ex-Gratia resolutions
Ability to lodge claims online (accounts for 70% of claims)
4.1/5 for customer satisfaction in our claims process
Management experience with c.3yrs tenure
In house claims masterclass training and Continuous Professional Development
Every in-patient medical case gets reviewed thoroughly by a doctor or nurse
Traveller services - Customer Support Centre (CSC)
Our award winning in-house CSC provides the highest levels of customer service for both pre & post purchase support.
State of the art cloud-based platforms
Leading fast-track online screening process for travellers with pre-existing medical conditions
Belief in giving travellers choice & providing quick access to our people
Customer-centric metrics with introduction of Net Promoter System (NPS)
Management to key customer & operational reporting SLAs:
- Average speed of answer
- Calls abandonment rate
- Email response times
- First response resolution
- Pre-existing medical conditions underwriting escalations
Award winning Contact Centre
Team of experienced staff working across multiple brand policy wordings
CSC volumes and quality are measured and monitored via audits and call management systems
Underwiting & Pricing
Our dedicated team of underwriters help you price and manage risks of all types of travel insurance
- Full life cycle product development
- Tailored Products & Plans designed for travellers
Underwriting & Pricing
- Modular Approach to pricing
- Pre-existing underwriting multiple channels
- Bespoke medical screening process
Analytics & Insights
- Continuous assessment of market and environment dynamics
- Ongoing performance Insights and monitoring