Claims Department
Astonishing our customers with amazing service has always been our mission at Travel Guard. This is especially true for employees who work in Travel Guard’s Claims Department. We know that submitting a claim is often the last and most important impression of Travel Guard that your clients will take with them. That’s why every interaction we have with your clients is handled with care.
The Claims Department is made up of numerous areas that include a call center, claims analysts, clerical support, premium verification, auditing, subrogation, and arbitration. Each area has specific duties and is held to superior service standards to surpass our customers’ needs. Whether it’s answering calls within 30 seconds, replying to customers within 24 hours, or making sure all emails, faxes, and mail are scanned the same day received, the entire team is dedicated to helping clients walk away from their experience with confidence and an understanding of the details of their claim.
A unique aspect of a Travel Guard claimants’ experience is the manner in which our Claims Analysts approach them. Often, when a customer calls to begin a claim, their negative experience with some other insurance company means they are already “on guard,” believing that they are in for a struggle. “That’s our chance to really surprise them,” says Carol Henke, Director of Claims. “Our Claims Analysts are trained to work with our customers on their behalf as their advocates, not against them. That comes as a shock to many. And when our people come together with our sophisticated claims technology, it really treats our customers to a quick and honest claims experience.”
To make sure that each claim really is handled fairly, Travel Guard has established a unique practice we call the “Fairness Principle.” Using the Fairness Principle, if an analyst determines that a particular claim isn’t coverable, based on the circumstances of the claim and the coverage provided by the plan purchased, the claim then goes to a separate arbitrator. No other company that we are aware of takes this additional step. After a careful review, if the arbitrator then determines the claim isn’t coverable, we still don’t rubber stamp the file as “denied.” We make a personal call to the customer to explain why their claim can’t be paid. It’s this painstaking attention to detail, and to the interests of your clients that makes us who we are.
A family environment among the department of 88 managers, team leaders and team members makes our claims department run smoothly. But it’s the personal connection that we make with our customers that has made our Claims Department a model in the industry for over 25 years.
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