We brought claims handling in-house. Here’s what happened next.

Look, it’s not cool to ‘toot your own horn’ but to hell with it. 

Because when battleface brought its claims management capabilities in-house last year, it wasn’t without its risks. Claims had previously been out-sourced, as is common in the insurance industry, but a raft of negative feedback from our customers had forced us to look at other options. 

Fortunately, we had the team in place to get the job done – industry veterans who understood the complexities of dealing with customers in testing situations as well as the importance of the personal touch. 

And so, we made the decision to begin handling our US claims ourselves to maintain the high levels of customer satisfaction we’ve demanded across every other aspect of our business.   

Consistent results 

But the cold, hard reality is that claims is a tough game to play. And no amount of empathy or experience was going to bridge the gap if we couldn’t deliver consistent and timely results for our customers. 

But then the Trustpilot review started rolling in. 

They have made me a customer for life!” said Laura. 

Best service I’ve encountered anywhere in years,” said Stanley. 

Claims process was smooth and personal, without unpleasant surprises,” said Min. 

battleface was there for me in my time of need,” said Ashley. 

Our UK claims handling capabilities 

Of course at battleface, we’re not ones to rest on our laurels. So today, we’re immensely proud to announce the expansion of our claims management capabilities to our UK operations. 

Our team will immediately begin the process of receiving, administering, and settling claims for UK travellers, ensuring continuity and excellence throughout the entire insurance process. 

We’re looking forward to applying our teams’ years of experience in the industry to one of the most crucial components of travel insurance – and watching as our Trustpilot scores continue to rise (ahem, 4.7 out of 5, based on almost 1,600 reviews). 

Robin Assist 

And it’s not just battleface’s claims management that have benefited from our move in-house. With the launch of Robin Assist in January, we opened up our claims capabilities to insurance carriers, brokers, managing general agents (MGAs) and self-insured enterprise partners. 

The global API-driven insurtech platform also supports travel insurance via responsive 24/7 customer service, and emergency medical assistance services. 

Find out how Robin Assist can curate your customers’ journey here.