We’re extremely proud to be recognised both locally and internationally for our commitment to delivering quality products, value for money and dedication to customer service.
Winning several industry awards over the years is a true testament to the passion the team at Southern Cross Travel Insurance has for creating positive experiences for our customers.
Reader's Digest Quality Service Awards
For the third year in a row, we have won gold in the Reader’s Digest Quality Service Awards for the travel insurance category.
The awards are facilitated every year to determine which New Zealand organisations have delivered the most outstanding customer service. New Zealanders rate organisations on personalisation, understanding, simplicity and satisfaction.
After the outbreak of COVID-19, our team moved quickly to support customers and deliver exceptional customer service at a time when it was needed most. This included helping Kiwis get home safely from overseas, proactively offering refunds for policies and waiving cancellation fees for those unable to travel due to the COVID-19 restrictions.
Despite international travel being severely reduced, we focused our efforts on launching new initiatives to continue to support our customers. We began translating our policy documents to ‘plain English’ to make the language more customer-friendly and easier to read. We also launched our new digital assistant Scout, so visitors are able to get the answers to their questions at the click of a button.
Reader’s Digest commissioned an independent market research agency to survey a representative sample of 2,400 New Zealand adults. Respondents were asked to nominate a service provider in up to 35 categories. To qualify to vote on a category, those voting must have used a service provider from that industry.
Feefo Trusted Service Awards
We’re super proud to have won the Feefo Trusted Service Award for 2021. The awards recognise businesses that deliver exceptional experiences, as rated by the people who count – actual customers.
We’ve worked hard to support our customers over the past year. As well as helping Kiwis stranded overseas get home safely, we were also the first travel insurer in New Zealand to start proactively offering refunds to customers that were unable to travel due to the pandemic, waiving our usual cancellation fees.
We also strengthened our commitment to making sure customers know what they’re covered for by writing our new policy document in plain language. In doing so, we became the first travel insurer in New Zealand to have its domestic travel insurance policy awarded the WriteMark - an independent endorsement awarded to documents that achieve a high standard of plain language.
The Trusted Service Awards are given only to businesses that use Feefo to collect genuine reviews and insights, and who meet the high standard based on the number of reviews they have collected and their average rating.
A highly valued badge of approval, this accreditation remains unique as it is based purely on interactions with real customers and is a true reflection of a business’s commitment to outstanding service. Our current Feefo rating (as of 26 January 2021) is 4/5 stars based on 87 service ratings over the past year.
We are thrilled to have won the 2021 Plain English Award for Best Legal Document, in recognition of the work undertaken on our Domestic travel insurance policy.
Since launching our Domestic travel insurance in New Zealand in August 2020, we have also rewritten our international ‘TravelCare’ policy document in plain language. Both documents have been awarded the WriteMark, an independent endorsement awarded to documents that achieve a high standard of plain language.
Sitecore Experience Awards
We’re extremely proud to have received an honourable mention for the Best Digital Experience Transformation at the Sitecore Experience Awards 2021, in recognition for the relaunch of our website in 2020.
These international awards recognise companies who are driving innovative, digital transformation using Sitecore solutions. We are humbled to be the only Kiwi-owned company mentioned and to have been ranked alongside brands such as HSBC, EasyJet, London Marathon and Tourism Ireland within our category.
The relaunch of our website introduced new log-in functionality to allow customers to view their policies online, and upload claims documents and track the status of a claim online. This honourable mention reinforces our commitment to providing a better online experience for our customers.
Canstar Outstanding Value Award
We are incredibly proud to have won the Canstar Outstanding Value International Travel Insurance Award from 2017-2020.
The coveted award recognises insurers who provide outstanding value to customers.