Wowcher Partners with Anansi To Remove Claims Bureaucracy and Enhance the Customer Delivery Experience

We’re thrilled to start working with Wowcher, the leading e-commerce marketplace that showcases experiences and luxuries at an affordable price. With an impressive 20 million subscribers, Wowcher inspires the discovery of unique excursions and activities, and everyday items. 

Across a vast range of commodities, Wowcher ships thousands of products everyday.  Consequently, the shipping and delivery process is a vital part of the overall customer experience.  

Shipping incidents are an inevitability of shipping 

Yet the reality for any marketplace or online retailer is that everyday shipping mishaps happen; the more you ship, the more delivery issues there are.  You only have to think how many times you, personally, have experienced a package going missing, or arriving late and or damaged.  In fact, a recent survey found that 51% of e-commerce buyers, during a 6 month period, didn’t receive at least one item.

But when shipping disruptions occur, how swiftly a company acts to right the blip, and manage customer expectations, can make or break a customer experience.  One way in which companies can mitigate risks during the process, and exercise more control during delivery, is to ensure that products are comprehensively insured against the risks that happen during transit.

Wowcher is one such organisation that is taking a proactive approach to ensure that their goods in transit are comprehensively insured against any potential loss, damage or delay experienced during the crucial last mile delivery.  

Enhancing the customer delivery experience 

The Anansi partnership enables Wowcher to integrate goods-in-transit insurance directly into their Warehouse Management System (WMS).  This embedded approach ensures that products leave the warehouse with automatic full-value protection.  And, in comparison to cover offered by carriers, the Anansi solution is both automated and digital which makes it easy for marketplaces, platforms and online retailers to:

1. 1. embed directly into their infrastructure and;
2. 2. reap the benefits of goods-in-transit insurance without the need for an internal resource to run it on a daily basis.

By incorporating Anansi into its operations, Wowcher can now better shield its business from loss, delay and damage during the last mile.  Day-to-day, this means that they can rectify shipping mishaps faster, recoup the full retail value of lost items and have greater oversight and control of the customer delivery experience.

Adam Clouting, Head of Product Sourcing and Supply Chain at Wowcher, said: “Customer experience is key for all e-commerce companies at the moment, finding a way to allow our CS team more time to deal with the customer knowing the shipping risks and insurances are automated is a real plus. Often we miss our deadline to claim, for various reasons, Anansi’s solution negates this and allows our teams to focus on other areas of the supply chain needing attention. It has really benefitted higher ticket furniture’s lines and the opportunity to streamline a manual process is always an attraction for us.”

Removing the burden of claims bureaucracy

But it’s not just the benefit of enhanced protection, at the point of shipping, that Wowcher was keen to realise.  One of the biggest challenges associated with carrier protection is the administration required to file a claim and pursue reimbursement.  In an effort to recoup some, but rarely all of the loss…finding evidence to prove culpability and filing claims across a number of different carriers can be timely, frustrating and a drain on internal resources.  Wowcher was also looking for a streamlined claims solution to ease this  claims workload and free up valuable internal resources.  

The Anansi solution eliminates administration and automates the claims process for lost and delayed shipments.  Triggered parametrically by predefined time thresholds, touchless claims remove the task of manually managing carrier claims and are a less resource-intensive experience. 

With Anansi, Wowcher can now protect their goods-in-transit without having to divert resources to manage the process. 

Megan Bingham-Walker, CEO and Co-founder at Anansi, said:  “We’re really excited to be part of Wowcher’s shipping process to support a superior customer experience, and a streamlined claims process.  As online retail continues to rise, so do the associated shipping risks, and Anansi’s embedded insurance product is the ideal tool to help mitigate this risk without the need to deploy internal resources to administer the process.” 

Get in touch

If you’d like to explore the benefits of automated goods-in-transit insurance – without taking on any of the compliance or upkeep – get in touch today.