COVER-MORE Travel Insurance APAC CEO Judith Crompton faced up to the travel industry last month, in an exclusive interview conducted at The Travel Industry Hub by travelBulletin publisher Bruce Piper. As well as answering questions about the company’s management of hundreds of thousands of refunds, Crompton confirmed that Cover-More had not been resting on its laurels over the last six months in terms of product innovation, with the imminent release of new COVID-19 policies expected this month.
Initially only covering domestic travel within New Zealand and then Australia from early December, Crompton wasn’t able to provide further details at this stage, but said she believed the introduction of COVID-19 policies was a key step towards helping boost consumer confidence and get bookings moving. She also addressed travel agent concerns about Cover-More’s 100% refund initiative which led to significant commission claw-backs for some agencies. “It was an easy decision, and at the same time a very hard decision, but in the end we had to stand by the end consumers,” she said. The Cover-More chief also urged agents with outstanding concerns to reach out personally.
As well as new product development, Cover-More has established a new global command centre in Brisbane to service the needs of retail customers, and is also set to release smartphone apps that will allow leisure customers to call for help at the touch of a button wherever they are in the world.