Trip Insurance Lessons Learned

TRIP-INSURANCE TAKE-AWAYS: Lessons Learned in 2020

The past year was an interesting one when it came to travel insurance and coverage, as many of the standard, “tried-andtrue” policies failed to provide coverage or solutions in the face of global closures and lock-downs. In an effort to better understand some of the trip insurance lessons from 2020 – as well as what is likely to change moving forward – we sat down with Kanna Travel owner and trip insurance specialist, Kimberly Franke, to learn what traveling anglers can expect for coverage options as the world re-opens and what the best options are for protecting future trip investments.

What are a few key take-aways from 2020? What advice are you now giving clients based on what you’ve seen and learned and personally experienced during the pandemic?

First off, travelers need to take the time to read whatever insurance policy they are purchasing to make sure it provides the coverage that’s needed and expected. It can be boring, but too many people simply press the “buy now” button and assume it will be sufficient. Take the time to understand payment and cancelation details, as well as the terms and conditions that apply to the trip you’re signing up for. This process is of course made easier by working with quality insurance providers and agents, because if and when problems arise and you need help, you want to be able to trust the people you’re working with. Above all, always have a plan for coverage if things go wrong. This past year it wasn’t just pandemic-related shutdowns that caused problems. There were airline issues, hurricanes and other large-scale natural disasters. Selecting the right policy and product can be confusing, but it’s incredibly important to protect your trip investment. That’s why it makes sense to work with an experienced travel agency. As one insurance company likes to says, “We know a thing or two, because we’ve seen a thing or two.”

Are there certain products and policies that deliver especially well for traveling anglers?

Most trip insurance companies have changed the wording and fine print in their policies in response to the pandemic, and in some cases, this will actually work in the traveler’s favor. That said, we’ve also seen some terrible coverage options emerge that companies have started to offer because they see an opportunity in the market. Moving forward, travelers should look for coverage and benefits that couple well with the terms and conditions and the cancellation policy of the trip they are signing up for. There truly isn’t one easy option that’s a fit for every destination out there. Travelers going to Cuba need a different insurance policy than those going to the Seychelles, for instance. Same if you’re 80 years old versus 40. Or if you live in New York verse Colorado. This is why a service like ours is invaluable; we provide the options that best suit your specific travel needs.

What has been your experience with patience and tenacity when pursuing a claim?

The reality is that no one enjoys the submission process of a trip insurance claim, as many companies make things slow and tedious. Patience and tenacity will usually pay off. Prior to the pandemic, the average turn-around time for most trip insurance claims was four to five weeks. During the pandemic, we saw this stretch to as long as five months in some cases. Not only were insurance companies dealing with an overwhelming number of claims and inquiries, but they were also navigating their own local shutdowns and getting people set up to work outside of the office. A second big issue that occurs is that insurance companies can also get determinations incorrect from time to time – something we saw often in 2020. Our clients would reach out to us to say their claim was denied and asked if something was overlooked. We had numerous claims initially denied that ultimately paid out because we were able to identify and call out these errors. Working with an agent during both of these scenarios made the experience more bearable for travelers and easier to navigate.

What are common mistakes that travelers make when submitting a claim that ultimately ends up being denied?

Claims are often denied because, (A) the policy holder fails to submit the correct supporting paperwork and documentation, or (B) submits an invalid and typically uncovered reason for the cancellation. I always recommend that the traveler include a timeline of all trip planning and cancellation events along with all supporting documents that outline when payments were made and all incidents or disruptions that occurred. A complete packet can aid the adjuster in making sense of the overall claim and lead to a faster turn-around

time as well as a higher chance for approval.

Any new trends or developments moving forward?

As a result of the pandemic’s devastating global impact on tourism, people are starting to realize the importance of both trip insurance and working with an experienced agency that knows what they are doing. This experience is what will ultimately save travelers money, time and frustration. While we all want a seamless travel experience, our job is to make sure things are in order to account for all kinds of scenarios, interruptions and cancellations.

Kimberly Franke is the founder and owner of Montana-based Kanna Travel Services – a fullservice agency offering comprehensive travel insurance, emergency evacuation and flight solutions for angling and hunting travelers. Contact Kimberly at www.kannatravel.com or 855-739-3139.