Case Study: Staysure achieves faster customer insights and stronger customer trust with Trustpilot Review Insights

How Staysure uses the power of AI to build customer trust

Staysure, a UK travel insurer specialising in customers over 50 with more than 3 million policyholders and 30,000+ five‑star Trustpilot reviews, faced a scaling challenge: thousands of new reviews each month made it hard and time‑consuming to spot trends, prioritise complaints and understand customer sentiment at scale.

Staysure combined Trustpilot’s Review Insights AI with cross‑team innovation workshops to automatically surface topics, sentiment and heat‑maps from tens of thousands of reviews. The tool cut manual theming work, gave stakeholders quick monthly snapshots, and helped prioritise fixes (for example, clarifying discount messaging), enabling faster, data‑driven improvements across marketing, product and service that reinforce customer trust.

Staysure

Ellie Newstead

Customer Success Analyst