Travellers expect digital-first insurance as AI reshapes trip planning, Allianz Partners finds
New research suggests travellers increasingly expect mobile-first insurance services as AI transforms how journeys are planned and managed
Travellers increasingly expect travel insurance providers to deliver seamless digital experiences as artificial intelligence (AI) and mobile technology become central to the way trips are planned and managed, according to new research from Allianz Partners.
The insurer’s latest Global Travel Confidence Index found that more than one-third (37%) of Americans planning to travel this summer are already using, or intend to use, AI to help organise their vacations, with destination research, itinerary planning, budgeting, and activity recommendations among the most common applications.
The findings suggest that as travellers adopt AI-powered planning tools, they are also raising their expectations of insurers, demanding faster, more personalised, and digitally accessible services throughout their journey.
Among respondents intending to purchase travel insurance, 64% said they valued or expected 24/7 customer support and emergency assistance through a mobile app, while 48% wanted to be able to manage their policies digitally. A further 45% said they would like to initiate claims online and have certain travel disruptions handled automatically.
The trend is particularly pronounced among younger travellers. Generation Z and millennials were significantly more likely than older age groups to prioritise digital experiences when purchasing travel insurance, with many favouring self-service platforms that allow them to manage policies and access support independently.
Emily Hartman, General Manager at Allianz Partners, said: “Today’s travellers expect seamless digital experiences at every stage of their journey. From AI-powered trip planning to real-time travel assistance, the industry is evolving to meet those expectations, and travel insurance is no exception.”
The research also highlighted broader shifts in traveller behaviour. More than a quarter (28%) of respondents said they planned to work remotely for several weeks while travelling, while almost one-quarter (23%) aspired to adopt a longer-term digital nomad lifestyle, reflecting the continued growth of blended business and leisure travel.
The findings reinforce the growing importance of digital engagement beyond the point of sale. As travellers continue to demand real-time information, mobile support, and streamlined claims processes, insurers are under increasing pressure to integrate technology into both customer service and emergency assistance, positioning travel protection as an ongoing travel companion rather than a product purchased before departure.