Giving our customers great service is one of our highest priorities. Choosing to go the extra mile to make a customer happy is one of our greatest achievements.
We go the extra mile for our customers not only by listening and understanding them, but by empathising. Then using that empathy to satisfy their needs as fully as possible.
Here are some case studies which illustrate how our expert team go the extra mile to deliver excellent customer service.
How Free Spirit went the extra mile for Craig.
Currently, Craig is living with a brain tumour. After various chemotherapy sessions he decided a trip abroad with his partner would be a good idea to refresh himself and recover better from his treatments. He also knew that he’d need travel insurance to ensure he could travel with confidence.
Craig spent time researching travel insurance providers. Frustratingly, some would not cover him, despite claiming that they were specialists in medical cover. After further research and asking around, Craig was introduced to Free Spirit Travel Insurance via the Forces Pension Society (FPS).
Our team had a conversation with him and started the process of generating a quote. Although he was in the process of having chemo sessions, our team soon went back to him – like they said they would. They provided a specialist travel insurance policy for brain tumours. One bonus was the premium quoted. It was more affordable than Craig had expected.
This is what makes Free Spirit different from standard travel insurance policies. We work closely with our underwriters to cover most medical conditions and disabilities. We can even give flexibility to adapt policies to fit a traveller’s needs, while most other providers are restricted to what their systems say.
A quote from Craig:
“Free Spirit really went out of their way to get me covered to travel with a brain tumour and between Chemo sessions. They were more competitive than others – which had unaffordable prices in the 1,000s for a 5-day break!”
Free Spirit understands rare medical conditions.
Our team makes time to understand a vast number of medical conditions, during regular training sessions. This training ensures we’re also aware of rare medical conditions and that we can offer travel insurance for the people who live with them.
For instance, Neuroendocrine or carcinoid tumours (NETs) is a rare form of cancer. It affects the neuroendocrine system and causes tumours to form across the body – usually the intestine, pancreas, and lungs. The tumours are often slow-growing. By tackling them with aggressive treatment, then undergoing regular scans and consultations to detect new tumours quickly, the condition can be kept under control.
As a result, those living with NETs who attend regular scans and consultations are not high risk. Through understanding a rare medical condition like NETs Free Spirit can find a suitable travel insurance policy to provide the cover customers require, instead of applying a one-size-fits-all approach to everyone.
A quote from Dee who lives with NETs:
“When I tried to explain my condition, I’d find that the person on the phone just would not understand – they couldn’t apply any common sense to their system. Free Spirit was the only insurer who took the time to fully understand my condition and treat me as a human being – not a list of medical questions.”
Free Spirit goes above and beyond to provide peace of mind.
At Free Spirit, we provide peace of mind for loyal customers who continue to travel.
A quote from Stephen – who’s been a Free Spirit customer for 10 years.
“I’m paying for peace of mind because I know it’s an easy process… I also had to make a claim in 2015 because my father died and we needed to cancel the trip. However, it was an easy and helpful process.
That’s why I’d recommend Free Spirit to a good friend because getting a quote and applying for a claim is easy to do…I know Free Spirit provide an excellent service and have not looked anywhere else”.
We call you back!
When bigger and well-known travel insurance providers have declined cover – or even fail to call you back – Free Spirit’s friendly team is here to assist.
A quote from Dee
‘This year is the first in several that we contacted a competitor. They were competitive but not what we were looking for. And they never phoned back… that’s not how to win new business…’
Why does the Free Spirit team go the extra mile?
At Free Spirit, we believe that everyone should have the right to travel – no matter their age, medical condition/s and/or disability.
Travel frees our spirit and transports us away to create happy holiday memories in special places with friends and family. The Free Spirit team goes the extra mile to give everyone the freedom to travel with confidence.
A quote from our Customer Services Manager, Jonathan Swatton
“At Free Spirit, we believe in empowering every individual’s journey. Our recent success in sourcing a policy for Craig reaffirms our commitment to going the extra mile. We strive to provide not just insurance but confidence, ensuring that everyone can embark on their travels with peace of mind.”
Become a Free Spirit customer – or share how we’ve gone the extra mile
Want the freedom to travel with confidence no matter your age, disability, or health condition? Get a quote.
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