Our team aims to maintain a kind-hearted and sympathetic attitude while communicating with each customer. From understanding a customer’s wants, needs, and any challenges they may face during the customer journey – they aim to help. To ensure all our customers can source a suitable travel insurance policy, which they can put their hands on before leaving home.
Below is a case study and reviews that reflect how our team focuses on delivering kind-hearted customer service.
Marian’s story
Marian and her husband have always loved going on river cruises across Europe such as voyages along the Danube River. Due to the trip’s intimate and relaxed atmosphere (with fewer people on board), they’ve had many refreshing holidays by riverboat.
Marian had a good experience with Free Spirit before…
This year, Marian has decided to plan a riverboat cruise to share this wistful experience with her daughter. After flying into Munich, they’ll follow the Danube River and drift through the heart of Bavaria country to dock into picturesque parts of Austria, Germany, and Hungary.
For each river cruise, Marian’s husband usually organises their travel insurance. However, this time, Marian sought to complete it herself. She was happy to purchase a policy from Free Spirit because the couple had taken out a few policies with Free Spirit Travel Insurance previously after discovering the website via Google.
The couple is confident in using Free Spirit because they received good service from Free Spirit’s claims team a few years ago. After Marian’s husband became ill and required a GP and hospital care in Europe, ‘everything was dealt with perfectly.’ So, Marian was happy and confident to visit the Free Spirit website to source a suitable single-trip policy that she knew would cover her medical conditions.
The problem she encountered on the website was related to using her email and password login details after purchasing her policy. Marian admits that she is familiar with some types of technology. However, she does not keep up with all technology. Despite this, she was not frightened to ask for help. So, she called our friendly team.
Marian recalls that the two young gentlemen she spoke with were ‘extremely kind and helpful…no laughter.’ Also, ‘there was no rush that I was taking time’. They were patient. To ensure that Marian had her policy to hand (if/when she needed it), our team also asked if she would like a hard copy posted to her as well.
As a result, Marian feels confident that she has a suitable policy from a company that she knows will deal with everything perfectly. Also, she has a physical copy of the policy that can be referred to.
A quote from Marian
“Had a little problem due to a ‘senior moment’. Had a little problem with a website, my fault, not the site. So, had to phone a couple of times. On both occasions, the gentlemen I spoke to were extremely kind and helpful.”
There is no concern about whether you keep up with technology. The Free Spirit Team will always be kind and helpful when you need assistance, whatever the problem.
Here are more reviews that illustrate our kind-hearted service.
Our Customer Service Manager Explains…
“At Free Spirit Travel Insurance, we prioritise customer service in everything we do, aiming to provide an exceptional experience for our customers. In turn, this has contributed to our Trust Pilot rating and earned us multiple 5-star reviews on the platform, reflecting the high level of satisfaction among our customers.”
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