Superior Telecom & Service - The Cover-More Story

Company Brief

Cover-More protects the travel dreams and experiences of more than 15 million people worldwide every year. Whether they are travelling for leisure or for business, their aim is to provide unique, personalized value and service to customers before, during and after they travel.

Cover-More is part of Zurich Insurance Group and they partner with many well-known brands globally including travel agencies, airlines, banks and other financial institutions and major sporting clubs.

Cover-More’s operations cover 22 countries across five continents with leading positions in the USA, Australia, Brazil, Argentina, Ireland and New Zealand.

The Challenge

Support was a big factor when Cover-More was choosing a provider. Cover-More mentioned that “most will sell lemons, and we (customers) only realize this after the contract has been signed.”. This is something that they have encountered previously and were looking for a provider to do the opposite and follow through on their promises when it comes to services and support.

Cover-More needed support that also included communication for requests for new services or improvements of existing services. They also wanted a single point of contact to be able to manage their requests promptly, bringing in the right people to answer questions.

Peter Valdes, the Global Telephony and UC Lead at Cover-More explained “As Henry Ford once said, coming together is a beginning; keeping together is progress; working together is success. This highlights the importance of continuous and effective support in any business relationship.”

The Solution

Star Telecom provided its industry-tested and contact center-built telecom for Cover-More. This resulted in 0 outages and better quality voice topped with superior support.

Cover-More now has a long-lasting relationship with Star Telecom for their Toronto region. Moving from their Full Provider Managed Service to a BYOC Hybrid solution was a big change for their operations. Support is now within the business, and the challenge of following new processes is in the past for their operations. All incidents and requests to Star Telecom are simple and easy via email. Providing all the necessary details to progress forward is simple and it only takes a few hours to receive an answer, solution, or suggestion.