The study, which analysed customer behaviour and commercial impact from January to November 2024, highlights significant growth in product uptake and strong customer satisfaction.
The partnership began in October 2023 as part of a wider initiative to embed parametric solutions across MAWDY’s global assistance portfolio. The Blink-powered flight disruption service was rolled out across MAWDY Ireland’s brand network in January 2024, reaching customers purchasing platinum or gold policies via online insurance intermediaries such as InsureandGo Ireland and Chill. The service activates automatically when a flight is delayed by more than three hours, offering affected travellers either real-time access to more than 1,300 executive airport lounges or an immediate cash payout.
The collaboration delivered strong commercial results, with an 11% increase in the uptake of premium travel insurance products that included flight disruption cover as standard, and a 21% rise in the average policy premium for higher-tier plans. Customer engagement was also high, with 54% of policyholders registering their flights in advance. Of those who experienced disruptions, 35% opted for lounge access while 65% chose the cash payout.
Customer satisfaction scored an impressive 90% overall. The lounge experience earned a Net Promoter Score (NPS) of 43, while the cash payout option achieved an NPS of 78, reflecting a highly positive customer response.
Sid Mouncey, CEO of Blink Parametric, commented, “Feedback is greatly valued at Blink and we are immensely grateful to MAWDY for their willingness to share not only insights but measurable outcomes. This complex, multi-brand and now multi-national collaboration is a powerful showcase of Blink’s flexibility in supporting diverse brand, network, and customer needs across the insurance value chain.”
Declan Murphy, Head of Commercial at MAWDY, added, “Our collaboration with Blink has been a great success. The 90% customer satisfaction rating within the first year of activation reflects a high-performance solution at work across our network. The insights we’ve gained—from top departure airports to seasonal travel trends—are invaluable for enhancing pricing, marketing, and product development strategies.”
Blink’s parametric solutions are designed to enhance operational efficiency by automating claims processes for high-frequency, low-value travel disruptions, offering customers immediate support when they need it most. The success of the integration in Ireland is now paving the way for wider adoption across MAWDY’s international operations.
