Chief Operating Officer, Cove Insurance
Sonya Whitney has been Chief Operating Officer with Cove for 3 years, in addition to over 12 years insurance experience with IAG, FMG and MAS. From underwriting and claims to product management and operations, Sonya’s knowledge of all things general insurance is vast.
Still entrenched in start up mode, Cove may be small now but has unique challenges on how to scale without becoming resource heavy in customer support – they don’t want to be another call centre with 45 minute wait times. Using robotic process automation Cove ensures all customer interactions are personal, meaningful and timely, whether in person or via a scheduled process. 100% cloud based and completely paperless, a pandemic is just another day in the virtual office for the Cove team. Utilising digital tools to assist in improving workflows and protecting the company from fraud means people resource can be directed to meeting customer needs efficiently and effectively. Their success is speaking for itself through awesome NPS and Feefo scores for customer satisfaction.