Discover Cover-More's proactive approach to improving their employee experience and launching a platform where employee discounts, recognition and reward, and communications come to life in one place to create a supportive, people-focused culture and enhance customer service.
As a leading travel insurance and assistance provider, The Cover-More Group takes pride in protecting the travel experience of more than 18 million travellers worldwide, each year. The People and Culture team at Cover-More knew that in order for their employees to provide quality of care for their customers, they needed to provide a supportive and people-focussed culture where each employee could bring their best self to work.
Number of employees:
650 in Australia and New Zealand
Number of Locations:
Employee benefits, employee recognition, employee communications
Providing travel insurance and assistance for millions of travellers, as well as health and wellbeing support for corporate employees around the world, is a demanding task that often requires Cover- More employees to be a source of calm support during times of crisis or stress.
“The work our employees do requires a lot of mental and emotional energy," says Chloe Morley, Employee Experience Manager at Cover-More. "We know that if we’re asking our people to care for our customers and provide empathy and compassion to them, we need to support and care for our people first.”
When Cover-More was acquired by Zurich, the focus on a global strategy meant teams in Australia and New Zealand went through significant growth and change. The customer base increased exponentially, adding a new layer to the daily demands of a worldwide service. The People and Culture team started exploring ways the company could improve the connection between different teams and recognise the valuable contribution of Cover-More’s diverse employee demographic.
The team started looking at different ways to provide value for Cover-More diverse employee demographic, including the employees who need to be on the phone at scheduled times throughout the day, and had limited control over their schedule.
“We wanted to provide a benefit employees could access at a time that suited them. For some people that had to be during their lunch break or during the commute home, or even while they’re online shopping," Chloe says.
After looking at different platforms, Reward Gateway’s all-in-one employee engagement hub ticked the boxes. The ability to provide employee discounts, recognition and reward, and communications, in one central, mobile accessible platform made it the solution Cover-More was looking for.
Cover-More launched a program called "Altitude", which gives employees the ability to send each other eCards any time to recognise those moments where they demonstrate the company’s five core values: Excellence, Commitment, Independence, Integrity and Compassion. It also provides employees access to discounts at hundreds of major retailers, giving employees the ability to save money daily and amplify their disposable income. The People and Culture team also publishes company news on Altitude, making it a one-stop-shop for the information, recognition and benefits that bring Cover-More’s fun, friendly and supportive culture to life.
Two years after launching Altitude, Cover-More is still reaping the benefits of launching a fantastic programme. The organisation’s wellbeing score rose 8.6% to 6.9 – the highest it has ever been, and employee engagement has improved. Employees have also saved over $45,000 through the programme.
Recognition flows freely across different areas of the organisation and eCards are published on Altitude’s recognition wall. This allows employees to see how their company values come to life for specific roles, and what colleagues in different teams are achieving on a regular basis.
Receiving regular performance reports and guidance about how Cover-More can best utilise their platform’s features to improve engagement provides the People and Culture team support for Altitude’s ongoing success.
“The thing our team talks about often is how great Reward Gateway are to deal with. You can have an amazing platform, but if it's difficult to use or challenging to deal with the vendor, then no one's going to get the most value out of it,” Chloe says. “We love our programme and look forward to taking it to the next level and investing more in our people.”
in Employee Engagement and Wellness scores
worth of savings for employers at retailers in ANZ