How can you use email effectively in travel insurance customer service?

Email is one of the most common and convenient ways to communicate with your travel insurance customers. However, it also comes with some challenges and best practices that you need to follow to ensure a positive and professional customer service experience. In this article, we will share some tips on how to use email effectively in travel insurance customer service.

1 Know your audience

Before you write an email, you need to know who you are writing to and what their needs and expectations are. For example, are they looking for information, confirmation, assistance, or resolution? Are they in a hurry, frustrated, or satisfied? Are they familiar with your products and policies, or do they need more explanation? Knowing your audience will help you tailor your tone, language, and content to suit their situation and preferences.

Add your perspective

Daniel Kofi Sarkodie Duah, Dip.CII, FMA

Transformation & Partnerships Manager @ iRisk || Linkedin Top Voice || Google Certified Data Analyst || Insurance Business Intelligence || Aspiring PMP
Report contribution
In my experience, effective email communication plays a pivotal role in enhancing customer service in the travel insurance industry. Providing timely and clear responses to customer inquiries, such as explaining coverage details or processing claims, builds trust. For instance, a concise email confirming the receipt of a claim with an estimated processing time assures customers of progress, fostering satisfaction and loyalty. Clear communication through email ensures customers feel supported and well-informed throughout their travel insurance journey.

Like

2 Use clear and concise language

One of the main advantages of email is that it allows you to communicate clearly and concisely without being interrupted or misunderstood. However, this also means that you need to pay attention to your grammar, spelling, punctuation, and formatting. Avoid using jargon, slang, or abbreviations that your customers may not understand. Use short sentences and paragraphs, bullet points, and headings to organize your message and make it easy to read and scan. Use polite and respectful language, but avoid being too formal or casual.

Add your perspective

3 Provide relevant and accurate information

When you reply to an email, you need to provide relevant and accurate information that answers your customer's questions and addresses their concerns. Do not assume that they already know something or that they can find it on your website. Provide specific details, examples, and links that support your points and clarify your policies. If you need more time or information to respond, let your customer know and set a realistic expectation for your follow-up.

Add your perspective

4 Show empathy and appreciation

Email may not convey emotions as well as voice or face-to-face communication, but that does not mean that you should ignore them. Show empathy and appreciation for your customer's feelings and feedback. Acknowledge their situation, apologize for any inconvenience or dissatisfaction, and thank them for their patience and loyalty. Use positive and friendly words, such as "please", "thank you", "glad", "happy", and "hope". Avoid negative and harsh words, such as "unfortunately", "sorry", "regret", and "can't".

Add your perspective

5 End with a clear call to action

The last part of your email should end with a clear call to action that tells your customer what to do next or what to expect from you. For example, you can ask them to confirm their booking, review their policy, contact you for more assistance, or provide feedback. Make sure that your call to action is specific, actionable, and easy to follow. Provide any necessary instructions, links, or attachments that your customer may need. Also, include your name, title, and contact details, so that your customer knows who you are and how to reach you.

Add your perspective

Adam Neil Wagner

“Able was I, ere I saw Elba.” ― Napoleon Bonaparte
Report contribution
Empathy and professionalism can go a long way when dealing with health/insurance concerns at a distance. We all need to understand the frustrations and lack of professional awareness a traveler may have when away from the office or home. After collecting the information, being present, and customer service oriented, it's easy to let things get lost in the fray. You can steer a course to a direct goal and sometimes that structure is what someone in duress needs. Help them out by lighting the way.

Like

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

Add your perspective

Aatur Thakkar

Co-Founder at Alliance Insurance Brokers Pvt. Ltd.
Report contribution
Set up automated email reminders for policy renewals, travel dates, and submission of required documents. Ensure reminders are sent well in advance to allow customers ample time for necessary actions.

Like

How can you use email effectively in travel insurance customer service?

1

2

3

4

5

6

1 Know your audience

2 Use clear and concise language

3 Provide relevant and accurate information

4 Show empathy and appreciation

5 End with a clear call to action

6 Here’s what else to consider

Insurance

Rate this article

Thanks for your feedback

More articles on Insurance

More relevant reading