In ITIJ's latest issue

If you could better meet customers’ expectations while at the same time protecting your brand reputation, and your bottom line, you’d do it, right? We probably wouldn’t admit it, but we do understand why customers don’t read the entirety of their travel insurance contracts. However, we have to ask, are ‘Key Facts’ documents, as produced in the UK, enough, or should travel insurers be doing more to educate travellers about what’s covered – and what’s not – by their policy? How about a ‘Busting common travel insurance myths’ document with each policy instead? With a new survey from MoneySuperMarket showing that British travellers overwhelmingly don’t check to see if their travel policy is suitable for the requirements of their trip – including checking whether common activities such as jet skiing are covered – or understand that they are likely not covered for injuries sustained while under the influence of alcohol, isn’t it about time that insurers came up with inventive ways to reach out to travellers to explain some of these common misconceptions about travel insurance? It seems like a wise investment for a potentially hugely satisfying return. And the digital age provides so many opportunities to engage with customers on different platforms.

Talking of the digital age, our features this month explore the potential of AI and blockchain for the travel insurance industry, and online reviews and ratings – both topics that are seeing the industry invest in tech tools that are allowing connectivity with customers – and potential customers – on a much more personal level.

At the ITIJ offices, we’re gearing up for ITIC Global in Geneva and, of course, the 2018 ITIJ Awards. You can find out all you need to know about these at itij.com/awards.

To read ITIJ's October issue, please click here.