Customer case study: finding peace of mind for a dream trip to New Zealand

When Kim started planning her long-awaited trip to New Zealand, she was excited for a new kind of adventure. She had chosen an organised group tour - something that would allow her to focus on sightseeing while someone else handled the logistics. Travelling alone didn’t worry her; in fact, she was looking forward to meeting new people within the group and having a dedicated coordinator to guide the experience. Having never visited New Zealand before, this trip felt especially exciting.

However, alongside the excitement came a layer of uncertainty. Over the past year, Kim had been navigating ongoing health concerns. After experiencing a persistent cough, she visited her GP and was referred for a scan. The results led to a hospital referral and, eventually, a consultation with a specialist. She was diagnosed with moderate interstitial lung disease (ILD), a lung condition with an unclear cause and no definitive label beyond its classification. The experience had already been stressful, compounded by NHS delays and the emotional toll of waiting for answers.

With a pre-existing medical condition to declare, Kim worried about getting travel insurance for her trip and wanted to sort it out as soon as possible. Her first attempt at securing cover elsewhere resulted in an extremely high quote. The figure was so steep that she questioned whether she had made a mistake in the application process. The experience left her feeling discouraged and uncertain about whether affordable cover would even be possible.

Determined not to give up on her plans, Kim continued her search online and came across Goodtogo. On visiting the website, Kim noticed the option to request a callback. Welcoming the opportunity to speak to someone directly, Kim opted in.

Shortly after, Kim received a call from Sherise, one of Goodtogo’s customer service agents. From the outset, Kim felt reassured. Sherise took the time to listen carefully as Kim explained her diagnosis and medical history. Rather than rushing through the process, she patiently clarified the details and ensured everything was accurately recorded. Sherise even spoke to Goodtogo’s specialist medical team to ensure the condition was being screened correctly. Kim appreciated the effort that Sherise put into ensuring everything was correct and found the process reassuring.

The outcome was a turning point. The quote came back at roughly half the price of the Kim’s other quote. More importantly, Kim felt confident that her condition had been assessed properly and that the forms had been completed correctly. The expertise and reassurance Sherise provided made all the difference.

For Kim, the experience transformed what had started as a stressful obstacle into a moment of relief. With suitable and affordable cover in place, she could finally focus on what mattered most - looking forward to the adventure of exploring New Zealand, meeting new people, and embracing the journey ahead with peace of mind.