Average post-claims Net Promoter Score (NPS) of -26 drives travelers to purchase embedded protection directly from travel providers and agents
A recent US travel insurance survey shows that 42% of US travelers plan to switch from their current travel insurance channel due to dissatisfaction with coverage and claims experiences. In fact, an overwhelming majority of US travelers (61%), would prefer to purchase travel insurance directly from their travel provider or agent for their next trip, a significant growth from the 35% who purchased this way in the past 18 months. This is according to a survey, conducted by Momentive.ai, and commissioned by Cover Genius that observed 6,000 US travelers to better understand sentiments regarding travel insurance, their preferred channels for obtaining it, and their experience when making a claim.
In comparing recent purchases versus future purchase preferences for travel insurance, 69% of people who purchased protection from their travel provider would do so again, whereas 44% of travelers who previously purchased protection from an online insurer said they’d switch to another source of protection next time. For those who got insurance through their credit card, 45% indicated a preference to switch to another source.
