Just Travel Cover specialise in helping people arrange their Travel Insurance. They work with many specialist insurers offering bespoke schemes for travellers of all ages and those with pre-existing medical conditions, many of which often struggle to find insurance. They pride themselves on old-fashioned customer service via their North East call centre and online via a dedicated live chat service.



The Challenge

For some industries, being able to showcase customer feedback is paramount. Travel Insurance is one such industry, and Just Travel Cover knew that being able to collect testimonials would be essential in building trust online.

"We have always received great feedback, typically over the phone or via email, but we wanted a way to showcase this feedback and turn our customers into advocates in order to build trust with new people who are looking for medical Travel Insurance - after all who better to talk positively about your business to your potential customers than your customers themselves!" - Dale Robinson, Marketing Manager at Just Travel Cover

Additionally, Just Travel Cover wanted to give their customers the opportunity to provide honest feedback from which they could learn and continue to improve.

They came to Reviews.io whilst seeking a platform that was also easy to use and could help them listen to and promote customer feedback.

The Solution

Reviews.io makes it easy to collect and monitor customer feedback, all in one place. Just Travel Cover uses our Review Invitation Emails as a first point of contact post-sale and has found them to be a great way to highlight any issues.

"We monitor all reviews daily so we can see what our customers are saying about us. Fortunately, 95% of the comments are 4 or 5 star rated with some really positive feedback" - Dale Robinson, Marketing Manager at Just Travel Cover

Just Travel Cover make the most of being able to reply to reviews, answering 25% of the feedback they receive.

"The ability to reply is excellent as we can deal with any issues in a timely manner and open up two-way communication at the touch of a button." - Dale Robinson, Marketing Manager at Just Travel Cover

Responding to reviews is essential in garnering more trust for businesses operating online, as it shows there is someone on the other side of the screen on hand to answer any problems that may arise.

Just Travel Cover has also made use of Reviews.io's Reputation Management tool, sending 10% of reviews to other sites to ensure they have sterling star ratings across the web. It's important not only to monitor and nurture your review scores on one site but across multiple sites, as consumers will often look in several places in order to gain a full picture of a business' performance. This is something Just Travel Cover recognised early on.

"We know that today’s consumer is digitally savvy and will seek independent verification of product and service before deciding whether to pick up the phone and call." - Dale Robinson, Marketing Manager at Just Travel Cover

Results

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Just Travel Cover has now collected over 10,200 reviews with an average star rating of 4.63 - an incredible feat.

Their company Review Collection Rate sits comfortably above the industry average at 10.99%, with customers frequently saying that they were influenced to call after reading through some of the feedback on display.

Collecting reviews with Reviews.io has helped Just Travel Cover showcase the hard work their staff put in to help customers find Travel Insurance 7 days a week – often people who have been refused insurance elsewhere due to age or medical history. So much so that they won an award for their service.

“We believe the reviews helped us on our way to being named UK’s ‘Best Travel Insurance provider’ in 2017, something which we aim to replicate at the British Travel Awards in 2019. You can vote for us at justtravelcover.com/vote.” - Dale Robinson, Marketing Manager at Just Travel Cover

Final Words

Reviews.io have thoroughly enjoyed seeing Just Travel Cover go from strength to strength and feel privileged to have been able to play a role in their well-deserved success. We wish them all the best and can't wait to see what comes next.

“Reviews.io make the process of gathering reviews and publishing them very easy and we’re planning to put these testimonials front and centre on our new website later this year. ” - Dale Robinson, Marketing Manager at Just Travel Cover