Millstream work closely with service providers (claims handlers and emergency assistance companies) who share the same values and are committed to delivering the best services at the time it matters most – when the customer needs to make a claim. To exemplify our focus on a smooth and simple journey for the customer, they offer E-claims handling, where customers may complete their claim and submit their documents online.
When medical assistance is required, priority is given to patient safety at all times. The most efficient way to submit and manage a travel claim is through our travel claim portal, which can be found here: www.submitaclaim.co.uk/islands
Millstream is committed to continuous improvement but more importantly, they don’t believe in the ‘one size fits all’ approach to service delivery. In fact, they pride themselves on their ability to react to the needs of Islands customers, whether by problem-solving, process redesign or through technological change.
Claim outcomes
Islands believe that the vast majority of claims should result in a positive outcome for the customer; high decline rates can be symptomatic of poor sales processes or lack of commitment to customer service. Fairness is at the heart of both of our own and our travel partner Millstream service and we will always seek to pay a claim rather than find reasons to decline it.
Our rate of declined claims is lower than the average in comparison to other travel providers – we uphold 100% of valid claims submitted to us. However, both Millstream and Islands have zero tolerance for insurance fraud and ensure that our service providers have robust processes in place to deal with potentially fraudulent claims.
