Generali Global Assistance’s Travel Insurance division, formerly CSA Travel Protection, recently announced that it took home two top honors at the America’s Claims Event (ACE Awards) on June 21 in Charlotte, N.C.
Recognized for going above and beyond to serve her customers in a way that provides a seamless, supportive experience, Michelle Bjarnson was awarded the Customer Champion Award. Taking a unique approach, Bjarnson created a new role for the Claims & Customer Service Departments as the “Voice of the Customer.” She is the customer’s biggest advocate and ensures the company has exhausted all avenues to resolve issues or complaints.
Presented to Brandon Kay, the Luminary of the Year award, honors a strategic claims leader who
has made large contributions toward effective, efficient and customer-supportive claims operations at their organization and the industry at large. A claims supervisor, Kay has onboarded claims new hires and led teams while exceeding business goals over the last two years. He’s contributed to reducing customer wait time, getting customers their payments quicker and was instrumental in a pilot program that resulted in more authority and autonomy to claims handlers.
“Michelle has a calming voice and is respectful of her client’s feelings. She is always empathetic of their situation and is able to ensure they understand the outcome,” said Bob Chambers, vice president of operations, Generali Global Assistance. “She is proactive when it comes to meeting the expectations of her clients and will not let something rest until she is completely satisfied that she has done everything she can to resolve any issue.”
“Brandon is a self-propelled, motivating, change agent in the travel insurance industry,” said Tiffany Glass, head of e-commerce, Generali Global Assistance. “His contributions have effectively and efficiently improved customer relations and streamlined the claims processes.”
Patricia L. Harman, editor-in-chief, Claims Magazine, commented on why they deserved these awards, “Each of these honorees has clearly contributed to improving the insurance industry and the claims process for their companies and the policyholders they serve, and we are privileged to recognize them.”
Generali Global Assistance offers a full suite of innovative, vertically integrated travel insurance products and assistance services that protect consumers against risks associated with travel and helps resolve issues that may arise. These services span the entire travel insurance value chain, including underwriting, product design, commercial delivery and claims administration. Several new and enhanced travel insurance plans under the Generali Global Assistance brand are being launched in the U.S.
One of Generali’s key differentiators is that its executive team has diversified experience across all insurance markets, including health, life, casualty, travel, property, liability and more. This unique expertise allows the Company the ability to offer innovative, customizable products that make travel safer and protect travel investments.
Details about Claims Magazine, the ACE Awards and all winners are available at propertycasualty360.com.
About Generali Global Assistance
Generali Global Assistance, formerly Europ Assistance USA, has been a leading provider of travel insurance and other assistance services for more than 25 years. The Company offers a full suite of innovative, vertically integrated travel insurance and emergency services, identity protection solutions, and beneficiary companion services. Generali Global Assistance is part of the multinational Generali Group, which for over 185 years has created a presence in 60 countries with over 76,000 employees. Our success has been built on the foundation of trust that clients have placed in our ability to provide assistance in the most difficult of circumstances.
Travel insurance plans are administered by Customized Services Administrators, Inc., CA Lic. No. 821931, located in San Diego, CA and doing business as Generali Global Assistance and Insurance Services.