How have traveller expectations evolved in recent years, particularly when it comes to reassurance, flexibility, and real-time support during their journeys?

They’ve changed a lot over the last few years. We’re travelling in a very different, often uncertain world today. What’s interesting, though, is that travel remains a priority; in fact our 2025 Summer Vacation Index showed that 75% of Europeans, 63% of Americans, and 80% of travellers in APAC are still planning trips.

What has changed is how people travel. Travellers are more intentional now and much less comfortable with uncertainty. They want information at their fingertips and support that fits their situation.

We’re travelling in a very different, often uncertain world today

In travel protection, that means moving beyond just reimbursement after the fact and into real-time support like alerts when something goes wrong, fast help when flights are cancelled, and more proactive support overall. That’s why we’ve introduced things like proactive vouchers, lounge access, and instant payments. It’s about reducing stress in the moment, not weeks later. 

And this isn’t just on insurers anymore. Airlines, booking platforms, hotels, financial institutions all need to play a role. When protection is built into the journey from the start, travellers feel more confident every step of the way.

In what ways is artificial intelligence (AI) transforming travel insurance from a passive ‘buy-and-forget’ product into an actively used travel companion?

For a long time, insurance was something you bought and hoped you’d never have to think about again. AI is expanding what insurance can do, allowing us to support travellers through features like flight alerts, medical guidance, symptom checkers, and teleconsultations. It’s practical support and information travellers genuinely want, when they need it. 

Behind the scenes, AI is also helping us automate simple tasks and speed up claims. The overall result is that insurance feels far more present during a trip, an active companion that travels with you and steps in when it matters.

How is Allianz Partners leveraging AI and digital tools within its Allyz app to better support travellers throughout their trip?

We manage almost everything on our phones these days – bookings, payments, check-ins. Protection should be no different. 

That’s why we developed Allyz. It’s our one-stop shop, bringing together travel services, insurance, health, assistance, and safety. It has practical tools too, like medical translations, scam detection, digital identity protection, secure document storage and eSIM access – features that really help when you’re on the move.

We recently rolled out our doctor-booking feature, which allows customers to schedule virtual or in-person appointments across over 100 countries directly through the Allyz app. With medical scams on the rise in some regions, it gives travellers confidence that they’re speaking to trusted professionals and that their costs are covered.

I think it’s important to say that, while technology helps us move quickly and remove friction, behind it all, our people are always there when compassion, empathy, and care are needed. Getting that balance right really matters.

How is this shift toward more engaged, digitally supported travel protection opening new partnership opportunities with airlines and online travel agents (OTAs)?

Embedded insurance is opening opportunities across the whole travel ecosystem. 

Travel insurance was an early adopter of digitally supported embedded protection, and while we started with airlines, Allyz’s application programming interfaces (APIs) can plug into banking, hotel, loyalty, or OTA platforms, wherever travellers are planning their trips.

Our people are always there when compassion, empathy, and care are needed. Getting that balance right really matters

Through Allyz, partners can offer support, medical assistance, or cyber protection as part of their broader offering. This helps them stand out, build stronger relationships, and stay connected with customers beyond a single trip.

There’s also a commercial benefit for partners. Digital services can be bundled or added to core products and the insights we gain help partners better understand traveller behaviour and tailor what they offer.

Banks and loyalty programmes are especially interesting here. Nearly half of US travellers carry a travel credit card, and protection plays a real role in purchase decisions. As banks move further into travel, we provide the infrastructure and expertise to support that at scale.

What types of collaborations do you foresee becoming most valuable for travel providers as traveller expectations continue to rise?

The most important partnerships are the ones that make the journey feel connected for travellers. Banks, loyalty programmes, mobility providers, airports, and travel platforms all play a role in the travel experience, but travellers are quick to notice when things don’t join up. 

Quality is a real differentiator as well. While travellers expect fast responses, they’re just as fast to call out our poor performances. To make a strong partnership we need shared standards and accountability if something goes wrong. 

Personally, I think financial institutions will be a major collaborator going forward. Travel benefits are now a key driver of loyalty in that industry, and partnerships that also include health, safety, and digital services will stand out.

Which digital trends will have the biggest impact on travel protection and customer experience in 2026?

We’re seeing travel insurance move away from the ‘reactive’ like claims handling towards more proactive support. AI helps us spot disruption earlier, automate the simple stuff, while we still make sure our people are available when human support really matters.

A great example of a proactive benefit is our SmartBenefits partnership with Alaska Airlines. When a flight is delayed or cancelled, eligible travellers receive an automatic payment – no claim, no paperwork. It removes friction at a stressful moment, and we’ve seen a really positive response. We’re hoping to extend this to more airline partners in the future.

Another big change is clarity. Too often, people buy insurance without really knowing what’s covered. We’re planning features in Allyz that give travellers simple, personalised answers in plain language. Instead of wading through policies or FAQs, they can just ask if they’re covered for a missed connection, a medical issue, or a lost bag – and get instant clarity.
 

How should the travel industry prepare for the next wave of AI, data, and hyper-personalisation?

It has to start with the customer. That means listening closely to what they want, building the right data foundations, and designing services that are genuinely useful in the moment they’re needed.

AI has a huge role to play, but trust is key. People need to understand how decisions are made and feel comfortable with how much automation is involved. Teams also need the right training so they can use these tools confidently, especially in complex situations.

The goal isn’t less human contact; it’s better human interactions. AI can handle routine tasks and free up time for meaningful conversations or support.

AI helps us spot disruption earlier, automate the simple stuff, while we still make sure our people are available when human support really matters

Our focus now is on enhancing the user experience through smarter tools, well-trained teams, and strong collaboration, so travellers feel supported and empowered throughout their journey. And that’s what really matters.