Last week I chatted online with a representative named Bill who patiently answered all my questions even though most of them could have been answered by the FAQ section on your site. I'd like to tell him that his work paid off; I purchased insurance this morning through your company thanks in large part to his help.

—Joseph


Travel insurance when the hurricane hits home

May 23rd, 2011

Ed. Note: May 22-27, 2011 is National Hurricane Preparedness Week.  As part of our series of archived information from past blog posts regarding the best travel insurance tips for hurricanes and other inclement weather, we offer the following post on what to know if a disaster hits home.  Given the current news about devastating tornadoes, floods, and various kinds of damaging weather throughout the United States, it seems a timely piece of information.  Here’s hoping all our travelers, and their loved ones, stay safe and well.

Bri, Marketing

Often, when people think about travel insurance policies, they consider what kind of coverage they might need if something happened near their destination, or if there happened to be some issue with their transportation, whether by land, sea, or air. Rarely does anyone consider what would happen if they woke up on the morning of their planned departure to find their basement awash in flood water, or their local airports shut down by a hurricane, blizzard, tornado, or locusts.  (Hey…it could happen.) Read the rest of this entry »

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When a hurricane delays your trip

May 19th, 2011

Ed. Update: As of 5/19/2011, NOAA has released its predictions for the 2011 Atlantic Hurricane Season.  With an “above-normal” season predicted, we thought it might be helpful to re-run some hurricane season advice from years past so travelers can be sure of understanding exactly what travel insurance coverage might be most useful during the next several months.  As always, if you have specific questions, please don’t hesitate to call our Customer Care Center at 800-487-4722, or connect with us via email at customercare@insuremytrip.com.

John, Product Underwriting Manager

InsureMyTrip call center reps have heard it all, from vacation high points to travel disasters, but there is one type of call we’ll never get used to: the one from a distraught traveler who says “You mean if I had bought travel insurance, this would have been covered?”  Too frequently, hurricanes and other natural disasters shut down airports and cause people to miss out on their vacation plans.  Besides the disappointment and inconvenience of having to cancel a trip you’ve looked forward to, we know that there is a financial aspect involved as well.  After saving up for a big vacation, no one wants to lose that investment to circumstances they can’t control. Read the rest of this entry »

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InsureMyTrip Talks…About Customer Care

April 26th, 2011

Bri, Marketing

It’s been a while since I’ve had the chance to sit down with a fellow IMT-er and do an “IMT Talks” interview, so when I decided to revive this particular feature on the company blog, I wanted to bring it back with somebody who truly represents the heart of IMT.  No offense intended to the rest of my coworkers; you’re all lovely and important in your own ways, but when I think about the “heart” of the company, I think of Customer Careand when I envision somebody who really embodies the spirit of Customer Care, I picture Lynne, our Training and Communications Specialist.  She was gracious enough to spend a few minutes giving me a glimpse into her part of the IMT world, where she’s constantly tuned into the needs of the travelers who reach out to our representatives every day.

What’s your official job title, and what does your day-to-day job here at IMT entail?

I’m the Training and Communications Specialist.  I train new Customer Care Representatives and communicate new policy information or changes to current policies and procedures.  I help Customer Care on a daily basis with phone support and providing current information.  I also help interpret policy language.

What brought you to IMT?  What really made you want to work here?

I answered an ad for a Customer Care position, and when I interviewed here, I knew I wanted to be in the Customer Care Center helping travelers.  I wanted to get them the products that would ease their concerns and allow them to enjoy their vacations, stress-free.

What’s the one thing you’re happiest about or proudest of in your work at IMT?

I am most happy that the IMT culture is first and foremost to take care of our customers.  We don’t work on commission, so no one sells a policy that’s not a good fit for the needs of the traveler; and we have no time limits when speaking to our customers, so we don’t rush through calls.  We’re able to take our time and listen to the concerns of the traveler.

You also do a lot of volunteer and charity work.  Do you ever have time to travel?

I actually travel several times a year volunteering for the American Cancer Society.  So far this year, I’ve been in St. Louis and Phoenix, and I’ll be traveling to Orlando, Peoria, and Upstate New York.  But next month I’m actually vacationing in San Francisco.  I’m extremely excited because I’ve never been to the West Coast!

What’s your dream vacation?

I want to bicycle through Ireland and hike in the Outback in Australia.

What’s the one thing you do at IMT that you think has the most impact on making our customers’ experiences better?

I listen.  I have a conversation and understand what their concerns are.  I feel like (the customers) are friends, and I don’t want to disappoint them when helping them with the travel insurance experience.

Thanks, Lynne.  I’ll let you get back to work now, but I enjoyed chatting with you.  I know the travelers who call us must feel the same way!

 

Related Posts:
IT and QA — InsureMyTrip Talks Acronyms

Supporting the Food Bank: InsureMyTrip Talks

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Travel Insurance: It’s what you know and who you know

April 26th, 2011

Bri, Marketing

In my life, there are various people who travel.  One of my oldest friends from my junior high school days racks up serious frequent flier miles globetrotting for business.  My sister, a professor of antiquities, is always flying off to some envious locale for a conference or a “research” trip (note, dear, sister, that all those photos of you posing with a glass of wine in front of a gorgeous seascape don’t quite match up to your talk of dusty library carrels and hours spent poring over engravings).  And a dear friend from graduate school invariably spends her summers, unfettered by work responsibilities, exploring various corners of the world with the kind of adventurous yen that I can’t quite muster.  I admire it, but I can’t muster it.

Aside from the business-travel guy, whose needs are covered entirely by his company, most of the travelers in my life find themselves in frequent need of travel insurance.  For my sister, it’s a need usually heightened by the requirements of embassies, host organizations, and other entities; for my adventure-traveling friend, it’s a need identified, somewhat regretfully, by a rather embarrassing incident on a backpacking trip in the Highlands.  (More on that in a moment.)  And while both of these women are quite educated, savvy creatures more than capable of researching and purchasing their own travel insurance, guess who they usually call to help them?

Luckily for both of them, they not only have me — they have my husband, who happens to be the Product Underwriting Manager here at IMT.  He’s the one who got on the phone with my sister last summer and convinced her that she was about to be penny-wise and pound-foolish in purchasing a lesser (and therefore less expensive) policy for her upcoming sabbatical.  It’s a good thing he did, too, because between flight delays and unexpected problems with accommodations, she certainly ended up needing the coverage he recommended.  As for my adventurous friend, she received the tag-team approach on a recent visit to our home.

As she was detailing the plans for her upcoming trip to Africa, I managed to gently prod her several times into proclaiming “Oh!  While I’m here, I should ask you guys about insurance.”  My husband then took over with the details, as I helpfully chimed in from time to time.  For example: “You know, he’s right about getting medical evacuation and hospital of choice.  You may not want to, say, fall over a waterfall in Africa, gash your leg severely — or worse — and end up stranded in the middle of nowhere, until some strange men pull up in a Jeep and offer to try to transport you to a hospital 20 miles or so away.”

Obviously I’m not usually so specific, but remember that embarrassing incident I referred to earlier?  This scenario at the waterfall was the spectacular ending to her Highlands adventure.  Had it not been for the kindness of (fortunately altruistic) strangers, she’d have been in a very dangerous predicament.  She knew it, too.  She left our house armed with plenty of information and several quotes for appropriate policies.

I’m certain that both my sister and my friend would be able to find travel insurance on their own, but they don’t have to.  That’s what friends (and relatives) are for.  When you need advice on any subject, research is great — but let’s be honest; if you’ve got a friend who knows something about it, you’ll ask them as well, and be more likely to feel comfortable that the information they’ve given you is correct.  And while not everyone has an old college buddy or close relative working in the travel insurance industry, you do have the next best thing: InsureMyTrip.

Our Customer Care representatives are licensed insurance specialists who don’t work on commission, so they not only know what they’re talking about, but they’ll only recommend the policies that are best for you.  They don’t have a certain number of calls that they have to take in a day, so they can give you the attention and time you need to make an informed decision.  Just like a good friend, they’re available to help you out when you need it, by phone, live chat, or email — and they’re here seven days a week.

You may not have an actual friend who works at IMT (and who can oh-so-kindly remind you of your most embarrassing travel moments), but we’d like to be your travel insurance companions nonetheless.  It’s often said that in life, it’s not what you know, but who you know.  Why not get to know InsureMyTrip?

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Enter our “Snakes on a…” Contest

April 1st, 2011

In honor of the Bronx Zoo’s new celebrity inhabitant, the infamous cobra, InsureMyTrip.com would like to announce our “Snakes on a…” contest, open to all residents of the U.S. over the age of 18.

We’re looking for the best travel insurance claim story submitted on behalf of the wayward cobra.  Be creative!  In your submission, tell us:

1) Where the snake went
2) What mode of transportation was involved (snakes on a plane?  a train?)
3) What happened?  Why does the snake need to submit a claim to its travel insurance company?
4) Any other fun details you may want to include.

Please keep your submissions to 500 words or fewer.  We’ll be judging mainly on creativity.  Whoever makes us laugh the hardest, or makes us want to share their submission with the whole office, will be the winner!

The winning entry will be posted here on the InsureMyTrip blog and shared through our Twitter and Facebook pages.  As the winner, you’ll also receive a one-year Family Premium membership to the Bronx Zoo, so you and your companions can visit the snake who inspired your top-notch work.

Please send all submissions to marketing@insuremytrip.com with the subject header “Snakes.”  Good luck, everyone!

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Do you know where that plane has been? Lessons learned from Japan

March 16th, 2011

Bri, Marketing

Much has been said, on this blog and elsewhere, about the unimaginable devastation that’s occurred in Japan over the past several days.   However, what no one seemed to anticipate, back on Day 1 of the crisis, was that we’d soon be discussing not natural disasters, but man-made ones; not earthquakes and tsunamis, but a tangible nuclear threat.  From where I sit, it seems that the entire travel community is embarking on a somewhat familiar, though entirely unpredictable moment in time — as the ongoing radiation crisis unfolds, there’s no telling how much of an impact it may have on flights, transportation, accommodations, tourism, and the confidence of travelers themselves. Read the rest of this entry »

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We’re helping those who help Japan (Updated 4/7)

March 12th, 2011

After the earthquake and tsunami that devastated Japan on March 11, 2011, our thoughts turned immediately to how we, as travel insurance professionals, could assist in the relief efforts.  While we can’t send the whole staff of InsureMyTrip to Japan, we can at least make sure that those traveling to the region as aid workers, or to visit and help family members affected by the disaster, are protected.

We’re partnering with HCC Medical Insurance Services to offer a 20% discounted rate on the Atlas International plan, which provides medical and evacuation coverage.  This discount is available only to travelers going to Japan for relief efforts or family reasons.  In order to redeem this offer, simply enter “Japan” as your destination in our quote form.  When your results appear, choose the “Atlas International” plan, and the discounted rate will automatically be shown.

Plan highlights include:

  • Medical coverage from $50,000 to $1,000,000
  • Emergency medical evacuation to $500,000
  • 24-hour emergency assistance
  • 24-hour accidental death coverage to $25,000 (for additional stand-alone AD&D coverage, consider our Travel Accident Plan)

Please be aware that if you are seeking coverage other than medical and evacuation benefits for travel to Japan, your options may be limited at this time due to the nature of this particular event.  We urge you to call our Customer Care Center at 800-487-4722 if you have questions about specific coverage options.

We continue to hold the residents of Japan, and all those affected by the earthquake and tsunami, in our thoughts.  We wish all those heading to that region safe travels.

Editorial Update: As of 4/7/11, this offer is no longer available.  Please contact our Customer Care Center to discuss other available policies for insuring travel to Japan.

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The impact of the Japan quake on travel

March 11th, 2011

Following the news of the devastating earthquake and tsunami in Japan today, certainly, our first thoughts have been for the people of Japan and for all those traveling within the country.  As we continue to stay updated on the news coming out of that region, and attempt to reach out to customers who may be affected, we’re also aware of the broader impact of these events on the state of general travel.

As the day progresses, news of delays and cancellations at airports, train stations, and ports of call in several locations has mounted.  Travelers whose plans include departures, arrivals, or connections through affected areas such as Tokyo and Honolulu should double-check their travel insurance coverage to be sure that they fully understand the benefits provided in case of a delay.  In general, travel delay coverage becomes effective after 6 hours and can provide reimbursement for incidentals such as food and lodging; some policies may also help with rebooking fees, though in this instance, many of the major carriers appear to be waiving those fees for passengers whose plans are impacted by the quake and/or tsunami.

In addition to delays and cancellations resulting from these events, travelers who plan to depart for Japan within the next few months may be concerned about damage to hotels and transportation hubs.  If you purchased a travel insurance policy prior to the earthquake, you may be covered for some of those damages.  For example, if your accommodations are still uninhabitable at the time of your scheduled trip, many insurance policies will allow you to cancel your travel plans.

As always, we encourage travelers who have questions about their specific policies to call our Customer Care Center at 800-487-4722.

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Japan Quake News

March 11th, 2011

The entire team at InsureMyTrip is greatly concerned this morning over the news coming out of Japan.  Our thoughts are with the residents of Japan, as well as any travelers who may be there at the moment.  We’re continuing to monitor the situation very closely and will update our customers throughout the day on our blog, Twitter feed, and Facebook page as any important details emerge.

Our Customer Care center is ready to assist anyone who has questions or concerns about coverage for travel to Japan and the surrounding region.  Customers who are currently in Japan should contact the emergency assistance line for their individual insurance providers; if you encounter any difficulty, you may also contact us so that we can assist you in connecting with your provider.  Those who have plans to travel to Japan imminently should make every effort to contact us with questions about their policies.

Again, we will be updating our information as necessary throughout the day; please feel free to connect with us to ask questions or share concerns.  We are here to help.

InsureMyTrip Customer Care Center: 800-487-4722 OR 401-773-9300 (Outside the U.S.)
customercare@insuremytrip.com

Editorial Update: We’ve added a related post about delays and damages resulting from the quake and tsunami.  Those who have more general questions about coverage may find this post helpful.

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Yes, it snows in Turkey

March 10th, 2011

Bri, Marketing

Yesterday, as I was chatting with another IMT-er, he abruptly asked me the following question:

“Did you know it snows in Turkey?”

I’ll admit, it gave me a moment of pause.  Did I know that it snows in Turkey?  Well, yes, I supposed I did; after all, I knew that Turkey was not a wholly tropical climate, and I knew that it was perfectly possible for temperatures there to dip into the 30s and 40s, if not often, then at least every once in a while.  Logically, snow might follow.  While Turkey might not top the list in my mind of picturesquely frosted, wintry destinations, I had to answer that certainly, I could see how it might snow there.

“But I mean,” my colleague pressed, “a LOT of snow.  They don’t know what to do with it.  Look.”

He showed me the article he was perusing at the time, which confirmed that Turkey was in the midst of its worst snowfall in 10 years, and that as a result of the unaccustomed weather, air and road travel in and around Istanbul was nearly at a standstill.  Yes, I conceded, it was a lot more snow than I would have pictured if you asked me how much snow might fall on Turkey, especially at this time of year.  But with all the odd weather patterns the world has endured in recent weeks and months, how surprised could I really be?

It’s a fact of traveling that the unexpected will happen; in fact, I’d go so far as to say that from my personal perspective, if you’re traveling because you crave predictability, you may want to re-think your plans.  Fortunately, as I so often remind people, there’s travel insurance for many of those unexpected occurrences.  However, it seems to me that among people who tend to buy insurance for their trips, there are two camps: those who always buy some sort of insurance, because “you never know,” and those who only insure trips when they’re relatively convinced that something may happen — like buying coverage for a cruise during hurricane season, or making sure they have coverage for a flight to the Midwest in December.  For the latter group of travelers, I’d venture to guess that buying travel insurance for a trip to Istanbul in March wouldn’t have been a top priority.

Was the major snowstorm in Turkey a fluke occurrence?  Probably.  But then again, so was the now-legendary volcanic eruption in Iceland last year.  In some ways, having travel insurance seems to me to be a bit like traveling with your overly cautious grandmother.  You might scoff at her for packing all those extra umbrellas, fleece jackets, and mittens when you take off for a Floridian vacation; but when the temperatures dip to record lows and it rains the whole time you’re trying to enjoy the attractions, you’ll be awfully glad that Grandma came prepared.

Yes, it snows in Turkey — sometimes, apparently, quite a bit — even in March.  While the snowstorm there isn’t exactly splashing all over the headlines, it’s fairly likely that if you were a traveler whose plans got derailed yesterday by the wintry mess, it would have felt like big news to you.  None of us has a crystal ball to alert us to possible pitfalls; but we do have the opportunity to at least pack a little extra security.  And the really good news is that a travel insurance policy, unlike Grandma’s overstuffed carry-on bag, won’t take up too much space in the overhead bins.

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