Generali Global Assistance Named as Finalist in 2018 Stevie® Awards for Sales and Customer Service
Company demonstrates continued commitment to customer service and marketing excellence
Generali Global Assistance (“the Company”) today announced that its Travel Insurance division, formerly CSA Travel Protection, has been named as a finalist for two awards categories at the 12th Annual Stevie® Awards for Sales & Customer Service. The Company will ultimately be awarded a Gold, Silver, or Bronze Stevie Award winner in both the “Marketing Solution – New” and the “Back-Office Customer Service Professional of the Year – Financial Services Industries” categories.
Generali Global Assistance has been nominated for Marketing Solution-New for its new consumer-direct travel insurance website, www.generalitravelinsurance.com, which launched in 2017. Throughout the design process and since launch, the Company has proactively solicited and responded to user feedback to improve the customer experience, and updated the site almost daily with content changes that directly address customer questions. For example, Generali Global Assistance added a hurricane and tropical storm alert to its homepage to address high call volumes during peak hurricane season in order to alleviate any related issues. As a direct result of the new, more robust site, the Company’s consumer-direct online sales have increased by 15% since launch.
Chris Carnicelli, CEO of Generali Global Assistance, North America, commented on today’s news, “I would like to thank our in-house Marketing, Web Design and Ecommerce teams for working tirelessly to execute a website designed to educate, inform, and automate consumers throughout their travel insurance journey. We are honored to be continually recognized for our Company-wide commitment to the highest level of customer service, as well as for marketing innovation. I am proud to lead a group that maintains this steadfast dedication even as the industry continues to change.”
Lupe Zepeda, Customer Service Manager at Generali Global Assistance, has been nominated for Back-Office Customer Service Professional of the Year – Financial Services Industries. During 2017, Generali Global Assistance both rebranded from CSA Travel Protection and launched its new, consumer-facing website, both of which led to specific customer service needs. Ms. Zepeda continued to fulfill her role as customer service champion in 2017 by leading brand awareness and recognition outreach campaigns that outlined what was new, as well as what was unchanged, for customers and partners. She also led major initiatives including a Lean transformation for Generali Global Assistance’s Customer Service Department.
Bob Chambers, Vice President of Operations at Generali Global Assistance, commented on today’s news, “I would like to congratulate Ms. Zepeda for her much deserved nomination, and also would like to thank her for her integral role in implementing more efficient processes throughout our Customer Service Department. We have always been recognized for our dedication to service and are continually looking for ways to improve, and we could not have reached where we are today without Ms. Zepeda. She exemplifies our mission to exceed the expectations of our business partners and the traveling public through quality customer service.”
Details about the Stevie Awards for Sales & Customer Service and the list of Finalists in all categories are available at www.StevieAwards.com/Sales.
About Generali Global Assistance
Generali Global Assistance, formerly Europ Assistance USA, has been a leading provider of travel insurance and other assistance services for more than 25 years. The Company offers a full suite of innovative, vertically integrated travel insurance and emergency services, identity protection solutions, and beneficiary companion services. Generali Global Assistance is part of the multinational Generali Group, which for over 185 years has created a presence in 60 countries with over 76,000 employees. Our success has been built on the foundation of trust that clients have placed in our ability to provide assistance in the most difficult of circumstances.
Generali Global Assistance offers travel insurance through vacation rental and property management companies, leading travel agencies, online travel agencies, other travel suppliers and directly to consumers. For more information on Generali Global Assistance and the policies offered for travelers, please visit: www.generalitravelinsurance.com.