Let’s Be Real — Even the Best-Laid Travel Plans Can Go Sideways
Despite months of detailed preparation, travel doesn’t always go according to plan. Unexpected weather, flight disruptions, lost luggage, or medical issues can derail even the most carefully crafted itinerary.
For travelers, that means stress and uncertainty. For travel advisors, these moments are equally critical — how you respond can strengthen or strain your client relationships. The support you provide during these challenging times reflects directly on your brand and can turn a negative experience into one that builds long-term loyalty.
What’s Changing in Travel Insurance Today
Two major trends are shaping the current landscape of travel insurance — and both impact how claims are handled:
- Increasing Travel Disruptions: From extreme weather events and airline system outages to staffing shortages, travel has become more unpredictable than ever.
- Rising Digital Expectations: With modern technology setting new standards for speed and communication, today’s travelers expect instant updates and quick claim resolutions.
To keep up, travel advisors must help clients prepare in advance, act quickly when issues arise, and navigate claims efficiently.
Here’s how to help your clients fast-track their travel insurance claims with minimal frustration.
1. Prepare Clients Before Departure
The quickest claims are the ones that start with well-prepared travelers. Before clients embark on their trip, ensure they:
- Know their plan details: Encourage them to note the exact name of their travel protection plan and what it covers. This allows the assistance company or insurer to locate their coverage faster.
- Understand required documentation: Make sure they know what receipts or forms may be needed if they need to file a claim later.
- Have key contacts saved: Share a quick reference list that includes phone numbers, email addresses, and websites for their insurance provider and emergency assistance company.
2. Collect All Essential Documents Immediately
One of the top reasons claims get delayed is missing documentation. Clients should keep every relevant record from the moment something goes wrong — receipts, boarding passes, medical reports, police statements, or rental car agreements.
Advise them to:
- Take photos or digital copies of all documents for easy retrieval.
- Avoid self-translating foreign-language documents — most insurers handle translations internally.
Being organized from the start helps prevent frustrating delays later on.
3. Contact the Assistance Provider First for Emergencies
If a client experiences a medical issue, accident, or emergency abroad, their assistance provider should be their first call — not necessarily the insurer.
These providers offer 24/7 non-insurance assistance, from arranging medical care to handling direct payments with hospitals or clinics. This helps travelers avoid paying large expenses out of pocket and ensures the claim process begins smoothly.
Encourage clients to store the assistance hotline in their phones before departure so they can reach help quickly when needed.
4. Use Digital Claims Portals Whenever Possible
Many insurers now provide secure online claims portals that allow clients to:
- Upload documents instantly
- Track claim status in real time
- Communicate directly with claims adjusters
These tools dramatically cut down processing times and reduce back-and-forth communication errors. With tens of millions of travelers now insured globally, digital systems are key to maintaining customer satisfaction.
5. Respond Quickly to Requests from the Insurer
Once a claim is filed, insurers may ask for additional information or clarification. Delays in responding can push back claim approval.
As a trusted advisor, you can help by:
- Explaining insurer requests clearly to your clients
- Encouraging prompt responses
- Following up on any missing items to keep the process moving
Common Reasons for Claim Delays (and How to Prevent Them)
- Incomplete claim forms – Review all fields with your client before submission
- Late filing – Educate travelers about filing deadlines early
- Provide a checklist of necessary paperwork before travel
By helping your clients stay organized and responsive, you can drastically reduce processing times.
Why Helping with Claims Strengthens Your Business
Clients may forget the specific steps of their insurance claim, but they’ll never forget how you supported them during a crisis. When you show up with empathy, clarity, and action, you reinforce your value as their trusted travel expert.
Those same travelers are more likely to return to you — and refer others — when planning their next trip. In an increasingly digital world, human guidance and reassurance remain your most powerful tools.