Healix helps Insure & Go enhance the customer service experience

Published Tuesday, February 01, 2011

Customers with pre-existing medical conditions assessed simply online

Leading travel insurance website, Insure & Go, has enhanced its customer service experience for travellers with pre-existing medical conditions, with the integration of the Healix medical risk assessment tool into its web sales channel. 

Insure & Go has worked with Healix since 2004, utilising its risk rating tool in its call centre operations.  Now the addition of the Healix tool into the Insure & Go online sales process means customers with pre-existing conditions can obtain a quote online in a matter of minutes - rather than having to speak to a sales advisor.  This is key to supporting Insure & Go's objective to help customers find suitable cover for their pre-existing conditions.

"This new agreement with Healix follows the successful integration of its risk rating tool into our in-house travel insurance sales platform," confirmed Simon Tagg, IT Development Manager for Insure & Go. "We have now taken the natural next step of incorporating it into our online sales process, bringing clear service benefits directly to our customers, giving them a quicker route to getting their travel insurance organised, even if they have pre-existing medical conditions. 

"This enhancement maximises our sales opportunities and reduces the chance of us losing business due to a break in the sales process.  It also supports our profitability, as online screening is more cost effective than handling quotations through our call centre."

First launched in 1999, the Healix Risk Rating has been developed and refined to support the risk and customer acquisition strategies of the majority of UK travel insurers as well as a growing number of travel insurers operating in other regions around the world.  Its integration into online sales channels reflects the increasing preference of travellers to be able to make all their insurance arrangements online, at their own convenience, rather than speak to a call centre.

Utilising sophisticated medical algorithms, it accurately predicts and scores underwriting risk based on a series of carefully worded health questions that are simple enough to be used as part of an on-line or call centre sales process.   The customer is able to self-declare health conditions on the phone or on-line, without having to make a separate phone call to underwriters or wait for doctors' reports. 

"The expansion of our working relationship with Insure & Go clearly demonstrates the value of our risk assessment tools in the travel insurance sector" explained Angela Smith, Commercial Manager, Healix Risk Rating.  "It is crucial that travel insurers who want to survive and grow in this highly competitive sector, have access to the best tools to not only protect their risk, but enhance the customer service experience.  Building on our International presence, we will therefore continue to develop our services to ensure they can be integrated effectively into all the different sales channels now used."


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