Meet Events Insurance. They provide cover for 90% of events in the UK – from festivals and fireworks to weddings and parties.
Recently, they switched from Trustpilot to Feefo. We sat down with their Managing Director, Dan Rose, to find out why.
“People don’t just buy into insurance – they need to fully trust a provider first,” Dan explains. “Feefo is there to help us with that. When people see our reviews are third-party verified, they know they can trust what they’re reading. That’s the first step to winning them over.”
Feefo doesn’t just help Events Insurance build trust with customers, but also with key stakeholders as well. “A big part of our strategy is to expand our supplier network,” Dan says. “By building up our profile, we can show brokers why should they work with us over anyone else.”
According to Dan, verified reviews are just the tip of the iceberg when it comes to Feefo. What makes us truly unique is the insight we offer into the client experience.
“All we were getting from Trustpilot was reviews. Whereas with Feefo, we can see how clients feel at every stage of their journey with us – not just at the point of sale.”
Dan’s absolutely right. Feefo allows insurers to collect feedback throughout the entire client lifecycle – whether people are calling to adjust their policy, add some cover, or cancel. Thanks to this functionality, Dan and his team are starting to see how clients truly feel about Events Insurance.
“Before, we didn’t know if our clients were really happy, but now we can understand how they feel throughout their time with us. It’s really important that we get that information, because without it we can’t improve on our service.”
Switching review providers can seem a bit daunting. Sometimes, it’s tempting to just stick to what you know. Is a new platform simply too much for newbies to take on? We ask Dan, and he’s quick to protest.
“The Feefo support team is extremely hands-on, in the best way possible,” he says with a smile. “I’m no tech whiz – me and my team are just learning as we go along. Your experts are always there to show us what more we can do with the platform.”
Wise words. Our consultants are happy to jump on a call and help companies out with their needs. Dan recalls a time when Events Insurance were experiencing low email conversion rates:
“We wanted to improve our emails and encourage more people to give feedback. So you put a quick meeting in the schedule, told us what was working with your other insurance clients, and helped us change up our email headers. Things like that that are golden to us.”
He contrasts his experience with Trustpilot. “I didn’t speak to Trustpilot once and we were with them for seven years, whereas you guys are extremely invested in helping us. I even get text reminders about our mid-term meetings! You’re not a provider – you’re a partner.”
Our chat is just about finished. But looking at Dan, we can tell there’s one last thing on his mind.
“With Trustpilot, we didn’t really know what we were paying for,” he says, deep in thought. “Towards the end of our contract, they were going to double the price – and they couldn’t do half of what you guys offer.”
Dan’s right on the money. At Feefo, we’re always improving the core functionality of our platform and developing new features.
“We’re keen to be considered for a Feefo Trusted Service Award this year,” he says excitedly. “I think your sustainability badges would be great for our business as well. All these things will really help us build a trustworthy profile that stands out to our clients.”
When it comes to choosing the right reviews provider, Dan has it all figured out. If you have any questions about Feefo or want to learn more about how we can support insurers, drop us an email at sales@feefo.com – we’re always happy to help.