Since 1994, Travel Insured International has proudly served as a trusted companion for global travelers, offering extensive insurance and assistance services. Its offerings include travel protection products with insurance benefits and non-insurance assistance services. Travel Insured is part of Crum & Forster, a market-leading property & casualty, accident & health, and specialty insurance carrier.
Travel Insured International (TII) operates within a dynamic business segment that experiences frequent changes. Whether communicating airline policy changes or the nuances of new product offerings, it’s essential that the company’s representatives have the most current information and are able to answer questions from policyholders.
TII supported its representatives with common enterprise document management systems, but the systems were difficult and time-consuming to navigate; users had to search and read through multiple documents. Often, they could not find answers and had to ask team leads for help. These inefficiencies impacted customer interactions.
TII sought a more efficient solution and implemented ProNavigator—the AI-powered knowledge management platform built specifically for insurers. TII first started using ProNavigator with its customer care team before expanding the system’s use to its claims team. The initial customer care and subsequent claims implementation were each accomplished in just a matter of weeks.
“We’re definitely seeing benefits in how ProNavigator helps our representatives be more confident. It enables new hires to go solo quicker. That confidence would not be there if we could not get answers immediately in ProNavigator.”
After ProNavigator was deployed, it quickly became an essential tool. TII realized immediate benefits for its customer care and claims representatives and their team leaders.
ProNavigator enabled TII’s users to search a single word or short phrase and quickly find the specific answer they were looking for. Representatives saved time by not having to search through multiple documents, and they were more confident and effective in their interactions with policyholders.
By using ProNavigator, representatives were able to find answers to approximately 85% of questions that would have previously required help from a team lead. Instead of dedicating two or three team-lead FTEs to fielding questions, TII established a group chat monitored by a single team lead.
TII integrated ProNavigator into its onboarding process. New hires receive assignments in ProNavigator during initial training to learn about products and plans. They also use the platform while shadowing employees. ProNavigator helps provide an essential knowledge management resource that enables new representatives to go solo faster.
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