Travel insurers launch in-app calling for emergency claims

Travel insurers CoverForYou, Cedar Tree, Outbacker and Insure and Escape have launched an in-app calling service designed to help customers contact their insurer while abroad without requiring a mobile phone signal.

The feature, available through the insurers’ mobile apps, uses voice over internet protocol (VoIP) technology to allow policyholders to contact customer service, claims teams and emergency assistance lines using any available data.

The insurers said the development follows changes in customer behaviour, with more travellers relying solely on Wi-Fi overseas after many mobile providers removed free EU roaming following Brexit.

The trend has made it more difficult for customers to contact insurers in emergencies when no Wi-Fi connection is available.

Meanwhile, alongside the new calling service, the brands have introduced a complimentary eSIM for policyholders to provide mobile data while travelling. 

Alan Dean, managing director for all four travel brands, said: “This is a very neat solution that doesn’t require people to do anything extra, but gives them a critical benefit.”

Customer support

Dean said the insurer explored several options before deciding to embed VoIP technology directly into its apps.

He added that alternative approaches, including digital calling through third party apps, were considered but would have required additional software and may not have worked consistently for all customers.

“[It] would likely mean people had to install separate software and wouldn’t guarantee consistent service for everyone, which defeated the purpose,” he said.

The new services are available immediately to both new and existing policyholders across all four brands, which together have insured more than 10 million travellers since the group was established in 2001.