ERV Travel Insurance

Transcription

1 ERV Travel Insurance

2 ERV: Who we are Member of the ERGO insurance Group which belongs to Munich Re: one of world s leading re-insurers and risk carriers Providing products in over 40 different countries worldwide for over 100 years ERV are Fitch AA- rated Leading global provider of Next Generation Travel Insurance solutions 2

3 ERV: What we do ERV - Global Presence - Local Approach ERV - Tailor made solutions Market Leader in major European markets Local owned Assistance Networks 3

4 ERV UK Our branch in the UK is part of a network of over 21 offices throughout Europe, and recently expanded with new operations in China and the USA. An innovative team with a passion for the travel insurance industry, delivering what we believe are best in class products. Products are built based on research, meeting the demands and needs of the modern traveller. 4

5 Excellence Through Service Travel insurance is an intangible product, its only tangible when you need it ERV s focus is delivering exceptional service through: Claims Assistance Sales 5

6 Claims: Medical Process Euro-Center Local Euro-Center Thailand Assistance 6

7 Claims: Medical Process Assistance companies supported by global network of local service entities: Euro-Centers. Quality control - Euro-Centers have close contact to local hospitals, maintaining a database of over 80,000 doctors who guarantee the best medical treatment for customers worldwide. Cost containment - Euro-Centers provide considerable reduction of claims payments as a result of local cost containment. Including loss adjustment, medical audit, claims handling, price negotiation. The collaboration between the assistance companies and Euro-Centers is an essential element in our international travel insurance network. Local language, knowledge and expertise. Cashless Network. 80% of EuroCenter s owned by Ergo group (ERV s holding company). 7

8 Assistance: Expertise Specialist assistance within ERV group delivering expertise to suit customer needs Specialist assistance for Leisure and Activity Holiday Clients Specialist assistance for Winter Sports 8

9 Assistance: Eurocenter 9

10 Service: Sales process Mobile optimised customer journey 10

11 Service: Telesales UK based customer service team Highly trained professionals From induction to present day, staff receive regular training to stay up to date with FCA procedures and requirements Online Medical screening, trained screening team Full service sales system integrated into website component Call recording and monitoring 11

12 Product Overview: Leisure Tailored made products combining experience from client and ERV LEISURE Single and Annual products Flexible cover levels and options to suit the demands of the modern traveller CYCLE & TRIATHLON Single and Annual products Flexible cover levels Over 50 activities covered LEISURE: Pre-Existing Single and Annual products Flexible cover levels Screening for over 250 medical conditions BACKPACKER Single and Annual products Flexible cover levels Over 100 activities covered WINTER SPORTS Award winning cover Single and Annual products Flexible cover levels Over 120 activities covered 12

13 Typical Products: Standard Leisure Travel Related Cancellation Medical Personal Possessions Curtailment Personal liability Missed departure/disruption Travel delay Personal accident Hijack, Kidnap, Mugging Catastrophe Legal expenses Provision of screened blood Winter sports Golf Wedding Home care Non - Travel Related Insolvency DPI, SAFI Collision Damage Waiver Excess protect Home services 13

14 ERV: Our approach: Innovation 1. Goal definition Where/how does the client want to develop their travel business? What has worked, what does not work, what can be improved 2. Solution proposal Identify and agree on innovations that can be delivered 3. Roadmap Develop roadmap for the future 4. Review and Evaluate Continuous improvement by review and evaluation of delivery 14

15 Innovation: Lastminute travel insurance EYE Media ERV continues to be one of the leading innovators in the UK travel insurance market, from a fully mobile customer journey to creative products for unique markets. In late 2014, ERV launched ERV Go in association with EYE Media. ERV Go is a last minute travel insurance product currently being advertised on digital screens at 7 major UK airports. Product, New Mobile Journey (Quote Engine and Website) and Creative delivered internally within 6 weeks 15

16 Innovation: Directional Care Directional Care Providing customers with direct access to ERV approved medical facilities via mobile website solution Policy retrieval, enabling customers to retrieve documents without having to call Future: Digital claims 16

17 Future: ERV app ERV app Customer trends moving fast towards mobile, over 40% of ERV s customers visit the website from a mobile device (17% in 2015) Concept to deliver app that supports policy sale, assistance (directional care), claims, travel information, feedback, renewal, entertainment Focus groups will be held to define solution 17

18 Who we work with 18