Majority of Respondents Likely to Repurchase Travel Insurance in the Future
Richmond, VA, November 3, 2021 — A recent analysis of Allianz Partners USA customers revealed new insight on a number of consumer trends, noting that 84% of customers surveyed are likely or may be likely to repurchase travel insurance in the future. The travel insurance and assistance provider surveyed* a segment of their retail channel customer base about purchasing behavior, travel concerns, what they look for in a travel insurance policy, as well as the most typically booked reservations when working with a travel advisor.
According to Allianz’s survey, the top three travel concerns include flight cancellation, delay or missed connection (55%); an epidemic, like COVID-19, impacting travel plans (43%); and needing medical attention during a trip (32%). When asked what benefits customers would like to see in their travel insurance plan, the top responses included trip cancellation due to sick/injured family member or self (65%); trip cancellation due to an epidemic (57%); and medical emergency payment (42%).
In response to changing customer demand, Allianz formalized temporary accommodations introduced in March 2020 for many of its products (varies by product and state) with an Epidemic Coverage Endorsement. These enhanced products add or modify covered reasons to address many of the epidemic-related situations customers are concerned about. Depending on the product, these covered reasons may include coverage for illness either before or during a trip, coverage for medical emergencies and emergency medical evacuations, coverage for mandatory individually-ordered quarantines, and denied boarding due to suspected illness.** The enhancements were finalized in March 2021 and have been rolled out across several product portfolios.
“We adapted to the changing travel landscape to better accommodate customers as they navigate travel during and beyond the COVID-19 crisis,” said Daniel Durazo, director of marketing and communications at Allianz Partners USA. “Understanding our customers’ needs is crucial to providing innovative products that our valued travel advisor partners can offer to make their clients feel more confident in their travels.”
While 45% of respondents had purchased travel insurance previously, 48% of respondents were first time purchasers of travel insurance, according to the survey, which also noted that when offered travel insurance plans from multiple providers, recommendations from travel agents, friends and family proved to be the most influential reason customers chose Allianz over other insurance providers, followed by a prior positive experience, an affordable price and robust benefits.
When asked what types of reservations they typically book through a travel agent, the survey found hotel/lodging reservations (53%) topped the list, followed closely by flights (52%), cruises (24%), tours (19%) and rental cars (12%).
“Travel advisors provide tremendous value in helping clients navigate travel insurance options and to find the best plan,” said Richard Aquino, vice president, head of sales at Allianz Partners. “From coordinating transportation, to activities and vacation itineraries, travel advisors are experts – wonderful resources that can help travelers.”
The survey also revealed insight into how customers would prefer to receive policy information prior to purchasing a plan in the future and what they consider to be the most important services in a travel insurance mobile app. In the future, the top format is digital, with only 5% of respondents noting they would want print brochures. Filing a claim, viewing policy information and locating hospitals or other assistance were the most important services customers look for in a travel insurance app, which are all features in Allianz Partners’ award-winning TravelSmart App.
Allianz offers travel insurance** through leading travel agents, online travel agencies, other travel suppliers, directly to consumers and through several major U.S. airlines. For additional information, please visit www.allianztravelinsurance.com.
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*Methodology: This press release examines results from an Allianz Partners survey of a random sample of 1,196 customers who purchased a policy through a travel advisor or other retail distribution partner between 8/1/20 – 4/30/21. The survey ran from May-June 2021, and asked questions about purchasing
Kelsey Altavilla / Kelsey.Altavilla@finnpartners.com
Jennifer Castillo / Jennifer.Castillo@finnpartners.com
About Allianz Partners
Allianz Partners (AGA Service Company) is a leading consumer specialty insurance and assistance company with operation centers in 35 countries. In the United States, the company offers Allianz Travel-branded travel protection plans and serves millions of customers each year. In addition to travel protection, the company offers tuition insurance, event ticket protection, registration protection for endurance events and unique travel assistance services such as international medical assistance and concierge services. The company also serves as an outsource provider for in-bound call center services and claims administration for property and casualty insurers and credit card companies. AGA Service Company is doing business as Allianz Global Assistance Insurance Agency in California (License # 0B01400) and Massachusetts.
** While the new Epidemic Coverage Endorsement adds certain covered reasons that apply to specific epidemic-related situations, products otherwise generally do not cover claims due to known, foreseeable, or expected events, epidemics, government prohibitions, warnings, or travel advisories, or fear of travel, and coverage can vary by state. Please see our Coverage Alert for information about other temporary accommodations that may be available. Benefits for quarantines only apply when an eligible traveler is specifically named and individually ordered to quarantine by order or official directive of a government, public regulatory authority, or the captain of a commercial vessel on which that eligible traveler is booked to travel during the covered trip, based on that eligible traveler’s exposure to COVID-19. The benefit does not cover travel restrictions (whether or not they are referred to as “quarantine”) that apply generally or broadly (a) to some segment or all of a population, geographical area, building, or vessel (including without limitation shelter-in-place, stay-at-home, safer-at-home, or other similar restriction), or (b) based on to, from, or through where the person is traveling. Coverage may not cover the full cost of your quarantine and is subject to applicable benefit limits. See your plan for details.
***Terms, conditions, and exclusions apply to all plans. Plans are available only to U.S. residents. Not all plans are available in all jurisdictions. Availability of Epidemic Coverage Endorsement, including specific benefits and covered reasons described here, varies by product and by state. Products may not include all benefits or covered reasons described here. All benefits are subject to maximum limits of liability, which may in some cases be subject to sublimits and daily maximums. Benefits and limits vary by plan. For a complete description of the coverage and benefit limits offered under your specific plan, carefully review your plan’s Letter of Confirmation/Declarations and Certificate of Insurance/Policy. Insurance coverage is underwritten by BCS Insurance Company (OH, Administrative Office: Oakbrook Terrace, IL), rated "A" by A.M. Best Co., under BCS Form No. 52.201 series or 52.401 series, or Jefferson Insurance Company (NY, Administrative Office: Richmond, VA), rated "A+" (Superior) by A.M. Best Co., under Jefferson Form No. 101‐C series or 101‐P series, depending on state of residence. AGA Service Company d/b/a Allianz Global Assistance is the licensed producer and administrator of Allianz Travel-branded travel protection plans in the U.S. and an affiliate of Jefferson Insurance Company. Allianz Global Assistance, TravelSmart, and AgentSmart are marks of AGA Service Company or its affiliates. The insured shall not receive any special benefit or advantage due to the affiliation between Allianz Global Assistance and Jefferson Insurance Company. Plans include insurance and assistance services. Noninsurance benefits/products are provided and serviced by Allianz Global Assistance. SmartBenefits proactive payments and “no receipts” payments available only on certain plans. For plans that include proactive payments: when you opt in and provide flight information, Allianz Global Assistance will monitor flights and send flight status and benefit alerts, including alerts about flight delays that qualify for automated travel delay payments. Standard message/data rates apply to SMS alerts. Automated claims and payment system availability is not guaranteed and is subject to our sole discretion. All claims subject to policy terms, conditions, and exclusions.