This article was produced in partnership with Allianz Global Assistance.
Desmond Devoy, of Insurance Business Canada, sat down with Roger Marcelo, vice president of business development – broker channel, at Allianz Global Assistance, to talk about some of the commonly held misconceptions and myths about travel insurance.
Well, I’ve never needed to use my travel insurance before.
Sound familiar?
Or how about this one: You have to jump through hoops to get any of your travel insurance claims dealt with.
There are many misconceptions about travel insurance out there. You, as a broker, likely have your own list of misconceptions you’ve heard your clients say.
Though there is a heightened awareness of the need for travel insurance, there are still a fair number of myths and misconceptions out there.
Clients may have heard, anecdotally, of nightmare scenarios from friends and neighbours, or online – stories that, while frustrating, may be lacking in context and, especially in the case of online stories, fact checking.
The biggest myths surround how these claims are handled and how clients get paid.
Brokers play a crucial role in debunking these myths, and at least this much is true – more clients rely on insurance brokers as their trusted advisor to help them not only dispel these myths, but also to navigate all the value and benefits that travel insurance has to offer.
Allianz would not be able to do what it does, and does so well, without the support and partnerships of so many fine insurance brokerages. So, we caught up with Roger Marcelo (pictured below), Allianz’s vice president of business development – broker channel, to help us debunk a few myths about travel insurance claims.
It all starts with the sale.
And this is the place where a trusted advisor/broker can really excel and add value to a client’s travels.
Travel insurance, of course, comes with its own wording. As such, brokers are well-positioned to guide their clients through the unique eligibility, benefits, conditions and exclusions contained in a travel insurance policy.
As with any type of insurance, travel policies do not cover everything, and a broker can be key to telling clients what is – and is not – covered. “Allianz helps with this by offering fully-supported, comprehensive product training, a team of experts at your fingertips and of course AdvisorMax – our intuitive online all-in-one sales system that guides brokers and their clients through each step of the sale,” explained Marcelo. “AdvisorMax brings simplicity to the selling process.”
Before making a purchase, it is imperative that clients understand their coverage and terms of policy. Fortunately, Allianz makes understanding coverage easier than ever thanks to refreshed policy language that eliminates jargon and translates travel insurance into terms that both brokers and customers can easily understand. That brings with it unmatched value that insurance brokers can bring to the trip-planning process. Just like with home and auto products, travel insurance protects your clients so that they can enjoy their vacations without worrying about potential financial burdens.
“For a broker, offering travel insurance is another way of showing that they are there for clients, meeting all of their needs – and short-circuiting the desire to purchase travel insurance elsewhere,” said Marcelo. “Essentially, brokers are providing their client with a full circle of protection – all while growing their book of business.”
So you’ve brought up the subject of travel insurance – but the client thinks they know better.
They’ve travelled so many times, they tell you, and have never needed it anytime they travelled.
The truth is, travel emergencies can happen anytime, anywhere, to anyone – even while swimming in pools, sightseeing, or even souvenir shopping. And it only takes one unexpected/unfortunate accident for the most perfect vacation to become a perfect storm.
Most claims involve an emergency – a sick child, a broken bone, upset stomach.
Clients can reach Allianz 24/7 for emergency assistance and have access to an expert team of medical professionals who will take good care of them.
Just hearing a calm, authoritative voice – speaking, literally, your own language – can be so reassuring.
Allianz has heard of clients reaching out to their trusted broker for help during a travel emergency – that’s the kind of relationship that many brokers have with their clients.
Brokers help by providing the same kind of TLC that Allianz does. They will gently offer support and ensure their client gets connected to the Allianz 24/7 emergency assistance for help.
“Our assistance team is unmatched,” shared Marcelo. “Caring is truly at the heart of what we do at Allianz. We’re there for your clients when they need it most. This support comes with a global network of Allianz-vetted medical facilities around the world. ”
When a tourist becomes a “foreigner,” that team of experts supports your client every step of the way, including ensuring that they get the right treatment for their unique situation. They can even get them home safely, if the need arises.
After touching down, a broker will help a client with their travel insurance claim. Here, brokers can help by referring their clients to Allianz’s online claims portal – the easiest and fastest – and loop-free – way to get a claim paid.
Once submitted, customers can return at any time to track the progress of their claim or submit any other documents that may be requested. Their explanation of benefits will also be immediately available once your claim is finalized. Clients can access the portal 24/7 from any device or browser – after all, these digital platforms are all about client convenience.
And what do customers say about how Allianz has handled their claims?
“Easy to set up and submit my claim. Very happy to have travel insurance,” wrote one.
“My claim was adjudicated and accepted seamlessly and swiftly – THANK YOU!” wrote another.
A third wrote that “there was no back-and-forth. We received the amount for which we claimed. It was a seamless process.”
Another traveller said they had received “absolutely incredible care,” when they were in the middle of a “tough situation.” She thanked the company as they “took care of the financial aspects so I could focus on my health.”
One of Allianz’s on-phone representatives was commended for being “pleasant, understanding, and sympathetic,” to the ill client on the line. The phone operator began the claim, called the hospital the client told her was closest, set up the paperwork, and verified that the client would not have to pay.
“Perfect,” is how that client summed it up.
“Allianz was very professional and very prompt in dealing with our case,” wrote one traveller. “They made sure that everything went smoothly. A very difficult time when out-of-country and they made sure all we had to worry about was getting better.”
Finally, this quote is worth framing at Allianz headquarters: “Allianz restored our faith in travelling! They turned a bad experience into an experience. Issuing a cheque for what we claimed with no arguments is the customer service you dream of. I am impressed. Worth the insurance!”
Partner with Allianz and meet travellers’ evolving needs with relevant travel insurance solutions. Contact Allianz today.
