As strategic partners, we openly share our knowledge, ideas and insights with our clients.

We have a wealth of knowledge in travel, gadget, and commercial insurance, all of which we harness to help our partners make the right decisions and improve their business performance.

Our consultants are on hand to advise across the following areas:

• Business review and tender control

• Product mix, underwriting development and tendering

• Technology, systems integration and web platforms

• Distribution consultancy

• Regulatory and compliance consulting

• Training

We adopt a scientific approach to marketing to ensure campaigns are effective.

Therefore, our campaigns are built on commercial insights, we monitor industry trends to determine when audiences will be at their most receptive.

We utilise customer data to ensure campaigns are both relevant and targeted to maximise conversion.

In 2023 our approach contributed to our partner brands benefiting from 42% year on year growth in revenue.

As product designers our primary focus is meeting the needs of your customer. However, our approach is flexible.

By drawing on commercial data, market research and our expert knowledge of the Travel and Gadget markets we can help you develop new, products to disrupt the market, or we can simply review and recommend changes to your existing product proposition.

Our product design team can also support you in the following ways:

• Conducting governance reviews to ensure products offer customers Fair Value
• Creating policy documentation and certificates in line with brand guidelines
• Ensuring marketing and online content accurately reflects the product.
• Collaboration with partners to ensure cohesion on product changes and updates.

At the heart of our pricing capabilities is Earnix, an AI-driven rating engine that provides real-time underwriting analysis and pricing and enables advanced modelling.

Earnix surpasses other options with scalable solutions for millions of offers per day and is proven to increase gross written premium by delivering the following benefits:

• Speed to Market

The real-time pricing and decision-making enhance responsiveness

• Market Optimisation

Allows pricing optimisation across the entire market, not just key segments.

• Enhanced understanding

Enables the advanced modelling of conversion rates, demand, and elasticity.

• Precision pricing

Consider factors such as inception period, age, and destination-specific pricing.

• Price Automation

Automatically determines the best pricing & rating strategy,

• Data Management

Seamlessly prepares data from any source for modelling.

• Online Deployment

Deploys new pricing, product strategies and underwriting decisions instantly,

We communicate regularly with our insurers’ underwriting teams to ensure we are aligned on all aspects of the customer experience, product, and pricing.

We have delegated authority, allowing us to make our own decisions as well as respond to customers’ and agents’ questions promptly. And whilst our insurers handle the claims, we work with them to ensure touch points are signposted and the claims process is as efficient as possible.

Our panel includes the largest providers as well as offers access to the London market.

We constantly benchmark their underwriting performance, compare how they would price your product, and model how these prices would translate into performance.

These ongoing assessments also enable us to identify when insurers start covering new perils, which can inform product development.

And if we believe moving underwriters will be beneficial, we’re able to offer you alternatives without needing to send a proposal to the rest of the market.

What’s more as we have delegated authority with each of our underwriters, we have the autonomy to make decision and respond to your needs of quickly.

At ROCK, Risk Management gets the attention it deserves; influencing the decisions we make and the actions we take.

Our proven framework ensures the effective identification and mitigation of risk, delivering improved outcomes for our clients and their customers.

We conduct due diligence and maintain oversight of every supplier that directly or indirectly supports the distribution of our products and services. This extends across the distribution chain, ensuring clients and appointed representatives follow a compliant onboarding process that is supplemented by ongoing engagement and oversight.

A market leading learning management system is utilised to train all staff, including sales agents across our network of appointed representatives. Training provided encompasses all key regulatory areas and process, with bespoke product training created in-house and circulated to ensure continuous understanding of the insurance products being distributed.

Our e-commerce platform, Accelerate, sits at the heart of every solution we design. Partners can choose between Accelerate or Accelerate+

Accelerate is ideal for brands whose priority is speed to market. It provides a white label e-commerce solution that simply enables the purchasing and fulfillment of tailored insurance products.

Accelerate+ on the other hand, provides a fully customisable 
e-commerce solution that enables brands to shape every aspect of the customer experience and product design to the specific needs of their target audience.

Our medical screening process covers a wide range of health factors to ensure the safety and well-being of our customers.

Our screening is carried out in line with the recognised standards and protocols set by Healix to ensure quality care.

The customer experience is paramount, so they can be assured of accuracy, efficiency, clear communication, and guidance throughout the process.

Post-screen monitoring and health support is also provided if required.

Claims handling is all managed by our Underwriters. However, at key customer touchpoints, such as policy confirmation emails, policy documentation, and the customer portal, we ensure the customer is directed to the underwriter to make a claim. We pride ourselves on making the claims journey as effortless as possible, whether it’s made over the phone or online.

Our digital self-service portal gives our clients’ customers the ability to manage their experience from the comfort of their phone, tablet or PC.

Specifically designed to minimise the need to call customer support for assistance, it provides immediate access to policy information and key functionality before, during and after travel.

With a single tap policyholders can:

• View their insurance certificate

• Upgrade their cover

• Update their details

• Speak to a doctor

• Request medical assistance

• Track flights

• Message our support centre

• Renew their policy

• Make a claim.

Our contact centre is the touchpoint for our partners’ customers. It is seamlessly integrated into our digital customer journey and focused on driving conversion, building brand loyalty, and enhancing the overall customer experience.

For every partner, we create a bespoke customer contact program. This includes developing a unique call dialogue pattern that is enabled by our contact centre technology, which also provides full and transparent reporting.

Utilising PowerBi, we create customised reports providing each client with the accurate and timely data needed to review performance and identify opportunities. Our report draws on data from the following key areas:

Internal data sources:

Including policy volume, revenue, demographic data, trip type, cover levels, net to underwriter ratios, and net loss ratios.

External data sources:

Including Consumer Intelligence MI, aggregator data, macroeconomic factors, global events, consumer research, travel industry intelligence, and competitor pricing.

Pricing elasticity models: We leverage pricing elasticity models to understand the impact of price changes. Data sets are updated every 15 minutes post price change enabling the impact to be monitored.

Client data analysis: We evaluate marketing activity, passenger capacity, internal brand MI, Staysure insights, and historic performance to enrich our data sets and improve our clients understanding of demographics and traveller types.

Marketing and distribution are vital to our partners’ success.

So, we deploy proven marketing strategies utilising search, online advertising, email and SMS, social media, and review sites to drive acquisition and retention.

What’s more aggregators remain the fastest and most effective routes to market.

We have longstanding relationships with the major aggregators and leverage our experience of working with them to maximise our partner brands presence on their sites, as well as their transaction values and cross-selling opportunities.

Our white label technology platform provides a seamless journey from purchase via quote and buy journey, through to policy management within our customer portal, and then claims management via our underwriter’s claims journeys.

Medical screening is integrated via API into the quote and buy journey, allowing customers to screen to get cover for pre-existing medical conditions at the same time as buying policies and the platform also enables annual multi-trip policies to be renewed, providing constant protection without the hassle of searching for a policy.

Please note: Customers purchasing travel insurance as part of a holiday or flight package are sent invitations to declare their medical conditions via our portal