It is a universal truth that when you tell people you work in travel, their eyes light up! Images of sandy beaches, far-flung destinations and cocktails are never far away, as the imagined glamour of a life lived in either airport lounges or beachside loungers fills their minds.

But as soon as you mention that it’s actually travel insurance you work in, I think it is a universal truth that their eyes tend to glaze over.

However, as I proudly mark nearly a decade in the travel insurance business – transitioning from a background in sales and recruitment to where I am today – I have learned so much. And while the first image I painted is, of course, not the reality of all travel experiences, I really believe that it is experiencing the downside of travel that makes us all the better at what we do as insurers.

The lived experience

Yes, I am a firm believer that it is imperative to have experienced the world through travelling – all kinds of travelling: the good, the bad and the ugly – if you work in travel insurance.

I am also a definite advocate that where there is a strong emphasis placed on cultivating repeat business and valuing each client, this alignment with client-centric values contributes to your overall success as a travel insurance business.  

Personally, I’ve been fortunate to enjoy many diverse travel experiences before my career in the travel insurance industry, including backpacking in India, living on a boat in the Philippines, and working as a Ski Sales Expert in New Zealand – situations that have further enriched my ability to help the overall growth of the business by, importantly, understanding what the customer wants.

And, not only is it important that everyone in the industry has travelled as much as possible, but it is also vital to experience disrupted travel, so that we can actually use the policies we provide and find out what it’s like to be a customer.
 

Firsthand insights

I’m convinced that your role as a travel insurer is further enhanced if you’ve experienced an incident abroad that led to a claim yourself. It can really help when you then have to liaise with the clients, as you have firsthand insight into what can go wrong and the role of the travel insurance provider. Of course, I’m not suggesting that everyone in the industry should actively seek out a situation that might lead to a claim, but having this personal experience can be incredibly valuable.

For example, on my first adventurous trip with my then girlfriend, now my wife, we set off on our travels and ended up in Varanasi, India, on what promised to be an unforgettable adventure. However, soon after arriving, I unfortunately fell ill with severe gastritis. What I thought was minor discomfort turned into a serious condition, landing me in a local hospital.

Not only is it important that everyone in the industry has travelled as much as possible, but it is also vital to experience disrupted travel

Navigating the healthcare system and dealing with insurance claims while abroad can be challenging. Fortunately, my travel insurance’s assistance service was incredibly supportive. They helped me find the right hospital, coordinated care, and handled the paperwork efficiently, making a stressful situation much more manageable.

This ordeal gave me a better understanding of clients’ needs in the insurance world. From the initial contact to the resolution of claims, I experienced for myself the importance of clear communication, efficient service, and compassionate support. It highlighted to me how crucial it is for insurance providers to offer comprehensive assistance throughout the entire process, ensuring clients feel secure and cared for in their times of need. And, I’m glad to say, this commitment is deeply embedded in our whole team.

This alignment with client-centric values contributes to your overall success as a travel insurance business

Travel is a passion 

It is no coincidence that True Traveller was founded as a tour operator by former Trailfinders employees. Travel is not just a priority here; it’s an ingrained passion. Our shared love for exploring the world, coupled with extensive global travel knowledge, allows us to understand and cater to our clients’ diverse needs. The significant growth of the company is largely attributable to the founders’ extensive travel backgrounds and deep understanding of customer value. Their rich travel experiences provide unique insights into the needs of various clients, from typical backpackers to those on working visas or short trips. This comprehensive understanding is crucial, as each type of traveller has distinct requirements that evolve with the changing landscape of global travel.

Moreover, technology has significantly impacted the travel experience, transforming how people travel, plan, book, and navigate their journeys. To stay ahead of these changes and ensure we continue to meet our clients’ evolving needs, we encourage all employees to continue being active travellers themselves – whether as holidaymakers, backpackers, or business travellers. 

This ongoing personal travel keeps our team up to date with the latest trends and technologies that our insured persons use, allowing us to provide relevant, timely, and effective support.

So, it’s a significant part of our values. The knowledge allows team members to design and offer tailored insurance solutions that address these varied needs effectively. By appreciating these nuances, we ensure that our products and services remain relevant and valuable to all clients.

Real-life incident

During a working abroad trip in Queenstown, New Zealand, my wife and I encountered a situation that deeply influenced our approach to travel insurance. One afternoon, while navigating a sharp turn, my wife lost control of our car, resulting in a crash and the vehicle flipping into a ditch. Although our injuries were not life-threatening, the experience at the hospital and with our travel insurance company was incredibly frustrating. 

The hospital staff were uncooperative, and communication barriers exacerbated the stress of an already traumatic situation. The insurance claim process was equally challenging, with difficult procedures and indifferent representatives, leaving us feeling unsupported. 

This event exposed me to several critical areas for improvement that I hadn’t previously considered. This experience gave me an understanding of the entire journey an insurance customer undertakes, from purchasing a policy to filing a claim.

So, I strongly believe that everyone in the travel insurance industry would benefit from travelling more, as I encourage our team to do. Our success is built on the collective experiences and insights of our team, and so by making travel an integral part of our expertise we can only drive great customer service, growth and innovation as a business.