Coronavirus has turned life as we know it upside down. As the UK and rest of the world slowly starts to emerge from lockdown, its significant impact on businesses and the economy is becoming increasingly apparent, and the travel industry is no exception.
The global pandemic saw Post Office, like many other providers, take the difficult decision to suspend the sale of Travel Insurance in mid-March. Continued sales of our Travel Insurance products to new customers, who would not be able to claim due to coronavirus, were considered unfair and not in their best interests.
During the pause on sales, we have been working with our partners to ensure our products provide adequate cover for customers, including medical cover for coronavirus whilst customers are travelling abroad.
Having relaunched our Travel Insurance products in the contact centre, online and via the Post Office travel app, we are now working toward a phased reintroduction of in-branch sales from 14 September 2020.
We will also be introducing the availability of three levels of cover in branch for the first time. This mirrors the contact centre, online and travel app, helping to bring consistency across our channels, provide greater choice for customers, and provide branches with a greater opportunity to sell.
To help branches prepare, details of the training that all travel insurance sellers will need to complete and new branch literature will be shared in Branch Focus for those branches in phase one over the coming weeks. Your Area Manager will be in touch if you are in a later phase.
Neil Skinner, Travel Insurance Product Manager, said: “As a result of the pandemic Travel Insurance has got more complex and this is a heavily regulated product so compliance is critical. Over the next few weeks we have a focus on getting our branches confident with the new sales process. The training will include the new levels of cover and how the products have been improved to cover some of the potential Covid-19 impacts on our customers’ travel plans. Changes to the Horizon travel insurance journey will also be included.”
Branches who do not sell Travel Insurance can still lead capture on Horizon, or directly refer to the contact centre/online where a FAD code can be captured.