Their friendly customer service, delivered via phone and live chat, is backed by something just as powerful: feedback from thousands of happy customers.
For industries like Travel Insurance, trust is everything. Just Travel Cover recognised early on that authentic customer testimonials could be a powerful tool for building credibility - especially for travellers who may have struggled to find coverage elsewhere.
“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... after all who better to talk positively about your business to your potential customers than your customers themselves!” - Dale Robinson, Marketing Manager, Just Travel Cover
They also saw reviews as an opportunity to gather honest, actionable feedback to improve the customer experience over time.
REVIEWS.io provided the platform Just Travel Cover needed: easy to use, transparent, and built to support both review collection and reputation management.
They now send automated Review Invitation Emails post-sale, helping surface any issues early and gather insights while the experience is fresh.
“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, Just Travel Cover
Just Travel Cover respond to around 25% of the reviews they receive, using REVIEWS.io’s reply feature to open up direct communication.
“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, Just Travel Cover
This kind of interaction shows prospective customers that there's a real team behind the screen, one that’s attentive and committed to great service.
To ensure consistent brand perception, Just Travel Cover use our Reputation Management tool to send 10% of their reviews to external platforms, maintaining strong star ratings across the wider web.
“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, Just Travel Cover
Just Travel Cover has collected over 20,000 verified reviews with an average rating of 4.7 stars (at the time of writing). Their review collection rate stands at 10.99%, well above the industry average.
Beyond the numbers, reviews have become a way to spotlight the dedication of their team - who work 7 days a week to help people get cover where others have said no.
“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.” - Dale Robinson, Marketing Manager, Just Travel Cover
“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, Just Travel Cover
Collecting customer feedback isn’t just about reputation, it’s become part of Just Travel Cover’s ongoing strategy to build trust, improve service, and connect more meaningfully with the people they serve.
Want to build trust like Just Travel Cover? Book a demo with REVIEWS.io today and start collecting reviews that drive real results.
