Email Hippo

What was causing the problem? The use of email has grown exponentially, with email addresses expected to reach over **4bn by 2023. More and more people are juggling multiple email addresses. It’s not unusual for people to have accounts for work, home, family and friends and sometimes just ‘junk’ accounts for online shopping or news feeds. The root of the problem was that when customers got in touch by phone to make a claim, the contact details they gave were sometimes inaccurate. People can understandably be stressed when they are calling to make a claim, and it is easy to give the wrong details. A simple thing like an email typo, or giving a stale email address would set the claims process onto the wrong track. James was well aware of the impact the problem was causing.

We make people feel as though they’ve just walked through the door of a friendly, local travel agent. We provide an extremely easy friction-free user experience and build trust and loyalty with our clients. When we correspond by email, we use real names and encourage replies, as we are all about reassurance and customer service.

Our process is set up so that every claim is handled smoothly from the first time a customer calls. From that first conversation, customers shouldn’t need to call again as we keep them up-to-date about their claim by email.