Blog: Preparing for complex winter travel claims

As winter sends UK travellers in search of sunshine, insurers are bracing for a rise in complex, long-haul travel claims. Simon Hoskin, director of accident and health at Gallagher Bassett, explains how insurers can prepare for older travellers’ needs and the season’s evolving risks.

As winter approaches, UK travellers increasingly escape to warmer climates, driving a surge in travel insurance claims. Research shows insurers must prepare for higher claim volumes and increased complexity, particularly as older travellers and long-haul destinations dominate the market.

Long-haul destinations bring unique challenges for insurers, especially in relation to older travellers who increasingly are more likely to lodge claims abroad.

Simon Hoskin, Gallagher Bassett

Asia – particularly Japan, Thailand, India and China – are top destinations for UK travellers, alongside Africa and Australia. These choices bring unique challenges for insurers, especially in relation to older travellers who increasingly seek out long-haul destinations and are more likely to lodge claims abroad.

To prepare for claim surges, key considerations for insurers include:

• Emergency medical needs: Accessing care in remote areas with limited health infrastructure is challenging for all travellers, but older individuals face heightened risks due to the potential severity of their conditions. Long flights increase the likelihood of deep vein thrombosis, fatigue, and cardiovascular strain. Exposure to extreme heat, humidity, high altitudes, unfamiliar food and water can trigger medical emergencies requiring hospitalisation.
• Medical repatriation: This becomes particularly relevant during winter when older travellers venture further afield. Coordinating repatriation demands robust 24/7 medical support to ensure swift, precise action for the claimant’s safety and wellbeing.
• Trip cancellation or extended accommodation: Illness or injury can force older travellers to cut trips short or extend stays. Insurers must provide flexible, hands-on support to minimise stress and ensure smooth arrangements.

These scenarios highlight the importance of highly skilled claims professionals who can handle complex cases with precision and empathy – claims teams that can operate under pressure, responding quickly and expertly to evolving situations.

To meet these challenges, insurers should equip claims teams with the expertise to manage the unique needs of older travellers, including fast-tracking critical requests such as hospital admissions, surgery approvals, and repatriation planning. Cultural and linguistic competence is also crucial to streamline communication, manage expectations, and prevent escalation.

Collaborating with specialist providers such as Gallagher Bassett can offer additional support for claims teams, ensuring confidence and effective management of complex claims.

The farther the distance, the greater the challenges

Regardless of age, travellers choosing remote or less ‘safe’ destinations present insurers with heightened risks and operational complexities.

• Delayed departure claims: UK winter weather can disrupt travel before departure. Insurers should anticipate surges in delayed and missed departure claims, requiring the ability to upscale resources quickly. Return travel is equally prone to disruption.
• Unpredictable weather: Winter destinations face extreme conditions. Jamaica and the Caribbean may still experience hurricanes, while Australia faces monsoons and flooding. These events can cause cancellations, delays, and stranded passengers, and insurers must provide comprehensive cover and prepare for claims surges.
• Theft and crime: Travellers in remote areas may face higher theft risks, as tourists are often seen as vulnerable targets. Insurers must handle these claims with sensitivity and efficiency.
• Higher health risks: Many UK travellers already have weakened immune systems, making them more susceptible to illness overseas. Longer journeys in enclosed spaces can also result in illness during or after transit.
• Lost baggage: Multi-leg journeys and stopovers increase lost baggage claims. Insurers must be ready for a sustained rise in claims, not just short bursts from weather or events.

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Discover how Gallagher Bassett’s specialist claims expertise can help insurers excel during high-pressure periods.

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