Travel insurance group

About this project

A travel and assistance insurer, part of an international travel group, sells through a network of travel agencies. Their site was built on a hosted site builder, and the question was whether real insurance flows could live on top of it. They can, but only if you write the logic yourself.

There are two audiences and two flows. Travel agents run a needs analysis that walks them through the questions that decide which cover fits, so they advise consistently across the whole network. Travellers go through an application flow of their own. Both end on the same document set, so what the agent sees, what the customer signs, and what the confirmation e-mail says cannot drift apart.

The part nobody sees is the mail. Confirmations for an insurance contract cannot look like they came from a website builder, so we built a transactional e-mail layer on top: our own sending domain, our own templates, and separate wording for agents and private customers. Policy documents are checked against what is actually published on the live site, in both Dutch and French, so the terms in the mail are the terms on the page.

Highlights

• A guided needs analysis so a whole agency network advises the same way
• A separate application flow for travellers themselves
• Transactional e-mail on our own sending domain, not the builder's
• Policy documents verified against what is live, in Dutch and French