Travel insurance is one of the most important — and often misunderstood — parts of any trip. As a trusted travel advisor, your ability to clearly explain insurance coverage can make or break a client’s experience if something goes wrong.
For many travellers, the fine print is overwhelming. By demystifying policies and offering expert guidance, you not only help clients travel more confidently but also build deeper loyalty and protect your own reputation in the process.
Know what’s commonly included — and what’s not
Not all insurance policies are created equal. While most comprehensive travel insurance products offer coverage for trip cancellation, medical emergencies, lost luggage and delays, the devil is in the detail.
Typical inclusions:
- Emergency medical and hospital cover
- Trip cancellation or curtailment
- Lost or delayed baggage
- Travel delays and missed connections
- Personal liability cover
Common exclusions or limitations:
- Pre-existing medical conditions (unless declared and accepted)
- High-risk activities like skydiving or off-piste skiing
- Mental health-related claims
- Claims related to alcohol or drug use
- Certain COVID-related disruptions (depending on provider)
Help your clients understand that the cheapest policy may not provide adequate protection — especially for big-ticket international holidays.
Understand Australian traveller expectations
Australian travellers are generally risk-aware, but many still underestimate how expensive overseas medical care can be — particularly in the USA, Europe and Asia. While Medicare covers domestic incidents, international medical expenses are not covered unless reciprocal agreements apply.
Educating clients on the risks of travelling uninsured — or underinsured — is part of your duty of care. Use real-life examples if needed to illustrate the consequences of inadequate cover.
Match the right policy to the right client
Tailoring insurance recommendations to the traveller and trip is key. Consider:
- Age and health: Are there pre-existing conditions to declare?
- Destination: Does the destination have high medical costs or travel risks?
- Trip value: Are there non-refundable deposits or luxury elements?
- Activities: Are they planning adventurous or cruise-based travel?
- Travel style: Are they frequent travellers who may benefit from annual cover?
For example, a multi-country Europe trip with river cruising will have different risk exposures compared to a week in Bali.
Recommend add-ons or specialised coverage
Many providers offer optional extras to enhance cover:
- Cruise-specific cover for missed departures, cabin confinement or medical evacuation
- Adventure sports add-ons for skiing, diving or hiking
- Rental car excess coverage for self-drive holidays
- Business equipment protection for working travellers
- COVID-19 cancellation and quarantine cover
These upgrades often add minimal cost but offer significant peace of mind — and show that you’re thinking one step ahead.
Know when to refer to the insurer
As a travel agent, it’s important to provide general advice — not financial advice. This means:
- You can explain the features and inclusions of a policy
- You cannot tell a client which specific product to buy or guarantee their claim will be approved
If clients have questions about pre-existing conditions, specific claims scenarios or eligibility, direct them to the insurer’s call centre or encourage them to read the Product Disclosure Statement (PDS).
Timing is everything
Encourage clients to take out travel insurance as soon as they make a deposit or full payment. Many travellers mistakenly think they only need insurance the week before departure. In reality, coverage for trip cancellation or disruptions begins the moment the policy is issued — protecting against unexpected events well before the trip starts.
Support with claims — without overstepping
While you can’t handle claims on behalf of your client, you can support them with:
- Booking references and documentation
- Copies of invoices or payment receipts
- Confirmation of delays or cancellations
- Referrals to 24/7 emergency assistance services
Clients appreciate an agent who helps them feel supported when things go wrong — even if the paperwork is out of your hands.
Partner with the right providers
Choose insurance providers who:
- Have strong reputations and clear communication
- Offer policies suitable for a range of travellers
- Provide responsive support to both agents and customers
- Offer digital tools like mobile apps and online claims
Build relationships with provider BDMs and stay up to date on policy changes, especially in areas like COVID coverage, cruise extensions, or popular activity exclusions.
Educate and empower
Rather than treating insurance as a “tick the box” part of the booking, make it part of the conversation from the start. Use your knowledge to empower clients with clarity, options and realistic expectations.
Consider creating:
- A “Why Travel Insurance Matters” flyer or email template
- A simple comparison chart of policy inclusions (based on general info)
- FAQs for common client scenarios
- A checklist of what to look for in a policy
The more informed your clients feel, the more confident they’ll be — and the more likely they are to trust you with their future trips.
Final thoughts
Travel insurance may not be the most glamorous part of the booking process, but it’s one of the most important. As an advisor, your ability to decode the details, explain the essentials and guide clients to the right level of cover can transform their experience. Ultimately, helping clients travel with confidence — knowing they’re protected — reinforces your value as their trusted travel expert.
