Worldwide Internet Insurance Services (WWIIS) is renowned for its commitment to quality and exceptional customer service. In 2024, they migrated from Trustpilot to Feefo, a move that has brought numerous benefits.
They operate multiple insurance brands including CoverForYou, Cedartree, Insure&Escape and Outbacker Insurance, offering travel, gadget and car hire excess insurance to over a million people annually. Their customer strategy emphasises quality service, fostering loyalty through discounts for repeat customers and an affiliate loyalty scheme.
This approach balances the need for new customers with the goal of retaining existing ones. WWIIS has consistently aimed to deliver positive outcomes for customers, aligning with the requirements of Consumer Duty in the insurance sector.
We spoke with Alan Dean, Director at WWIIS, to learn more about their experience.
WWIIS faced two main issues with Trustpilot:
They sought a review platform that would provide a fair and accurate representation of their service, with the ability to track and respond to all customer feedback effectively.
Feefo's verified review process and the ability to link reviews to specific customers was exactly what they needed.
"We moved to Feefo because it ensures only legitimate reviews are published -unlike Trustpilot, where we faced fake and duplicate reviews and saw AI override proper checks, which undermined trust in the platform."
Alan Dean, Director at WWIIS
Alan explains that Feefo has significantly improved WWIIS's customer service experience by helping identify areas for improvement. One key enhancement – thanks to the level of satisfaction data available – was discovering that some customers were not engaging well with the use of days to expiry (for example 21-day and 7-day notifications) during the renewal process, they didn’t connect these timeframes with any specific day. By changing the emails to specify the exact expiration date, rather than a timeline, WWIIS increased retention and customer satisfaction.
Internally, WWIIS uses 5-star reviews to celebrate team members who have provided outstanding customer service. They also leverage Feefo reviews in their online and offline marketing campaigns, integrating them into their on-page point of sale page. Sentiment from reviews is used as part of their inhouse Consumer Duty Dashboard.
"With Feefo, we can identify every customer behind a review, which is critical for us as an insurance intermediary - it means we can address complaints properly, spot patterns, and improve for the future."
Alan Dean, Director at WWIIS
By working closely with their customer success manager and fine-tuning their request times and wording, WWIIS has roughly doubled their response rate.
Moving to Feefo has enabled them to gain a clearer understanding of their customers, making tangible changes to the business that have increased customer retention and improved overall customer satisfaction.
To speak to someone about how we could help you understand your customers better, and comply with consumer duty, email us at letschat@feefo.com.
To learn more about our approach – have a read about our thoughts on the ROI of Reviews.