How XCover Reduces Support Load For Partners And Improves Customer Satisfaction

XCover, Cover Genius’ award-winning distribution platform, enables you to offer tailored protection to your customers through a seamless integration.

With licenses or authorizations in over 60 countries and 50 US states, as well as a follow-the-sun global support team covering 40+ languages and any line of insurance, we make protection stress-free for you and your global customers, leaving you to stick to your core business while we take care of the rest.

It works like this…

After purchasing protection, customers receive confirmation emails and texts from XCover encouraging them to activate their free XCover.com account through a secure, two-step sign-up.

From a centralized XCover.com dashboard, they can view their policy wording and coverage certificates, cancel or make changes to their policy, file claims or refund requests, view help articles that are tailored for each partner, and access support if they still need help troubleshooting.

Their easy-to-understand policy documents, invoices, and certificates can be conveniently viewed, modified, or canceled through their XCover.com account.

If customers have any questions about their protection, they can go to our Help Center and get all the answers with partner-specific FAQs available in 40 languages, leading to a significant reduction in support inquiries for our partners — less than 5% of customers that visit the Help Center request further support.

Customers receive confirmation emails and texts from XCover

Customers log in to the XCover dashboard once set up their free XCover.com account through a secure, two-step sign-up

Customers can view their policy wording and coverage certificates, cancel or make changes to their policy, and file claims or refund requests

Customers can view their policy wording and coverage certificates, cancel or make changes to their policy, and file claims or refund requests

Their easy-to-understand policy documents, invoices, and certificates can be conveniently viewed, modified, or canceled

Customers can go to our Help Center and get all the answers they need with partner-specific FAQs available in 40 languages

If they do need additional help, our customer support team is available 24/7 via live chat, phone, and email.

For emergency assistance, customers can access clickable phone numbers or emails in their policies that go straight to an assistance provider for prompt responses.

Our automation technology and dedicated XCover team spanning 30 global locations help ensure customers are assisted at any time and in any language, resulting in a low call abandon rate of 3% and resolutions within 30 seconds.

If things go wrong, customers can make a claim through a quick and hassle-free process that’s backed by our unmatched post-claims Net Promoter Score of +65‡.

XCover.com streamlines requests by automatically filling out the necessary fields with stored customer data, so they no longer need to re-key their details.

From filing to submitting, it takes just five minutes.

For warranty claims, end-to-end repairs can also be provided with a seamless process where customers can easily schedule an in-home service or send it to a depot upon completing a quick virtual assessment.

We aim to complete 95% of claims within three days of filing.

Customers can make a claim through a quick and hassle-free process

From filing to submitting, it takes just five minutes

We aim to complete 95% of claims within three days of filing

In fact, we’ve co-created parametric and automated solutions with several of our partners that rely on XCover’s instant payment capability, including Delay Valet, Cyberand other solutions that make SMBs more resilient.

While traditional insurers keep customers waiting and then send checks in the mail, we keep them happy with instant payments for approved claims in more than 90 currencies via various payment methods, including popular e-wallets in many countries and transfers into any bank account globally.

We continually optimize the customer journey, as evidenced by achieving a 5X quicker ticket response time just three months after XCover became available at Amazon.

That’s how we deliver a frictionless, end-to-end experience to millions of global customers so they have even more reason to love their favorite brand — yours.

‡ The score includes any type of claim and claim outcome across our partner network except for those partners with less than 30 claims and those not assessed by Cover Genius.