Travel Insurance Scenario

1. Opening the Call & Building Rapport

• Greet the customer warmly: "Good morning/afternoon, thank you for calling [Your Company Name], my name is [Your Name]. How can I help you today?"
• Identify the purpose of the call: "I understand you're interested in obtaining a travel insurance quote. Is that right?"

2. Gathering Essential Information (Personal & Trip Details)

This information is crucial for generating an accurate quote and ensuring the policy meets the customer's needs.

Personal Information to Confirm (for each traveller):

• Full Name: (As per passport)
• Date of Birth: (To confirm age and eligibility)
• UK Residential Address: (Including postcode, to confirm UK residency)
• Contact Number:
• Email Address: (For sending policy documents)
• Relationship to Main Policyholder: (e.g., spouse, child, friend, etc.)

Trip Details to Confirm:

• Destination(s):
  • All countries to be visited: Even if just in transit where they leave the airport/ship.
  • Specific regions/areas within countries: (e.g., if travelling to the USA, clarify if it includes Hawaii, etc.)
• Travel Dates:
  • Departure Date from UK:
  • Return Date to UK:
  • Total Duration of Trip: (Ensure it falls within policy limits)
• Type of Trip: (e.g., single trip, annual multi-trip)
• Number of Travellers:
• Purpose of Travel: (e.g., holiday, business, study)
• Activities Planned: (e.g., winter sports, water sports, adventure activities – these often require additional cover)
• Cruise Travel: (If applicable, often requires additional cover)

Medical Information (Crucial - Handle with Sensitivity and Accuracy):

• For ALL travellers on the policy, confirm:
  • "Do you or any other person to be insured on this policy have any pre-existing medical conditions?"
  • "Have you or any other person to be insured on this policy received any treatment, medication, consultations, investigations, or check-ups for any physical or psychological condition in the last two years?"
  • "Are you or any other person to be insured on this policy currently awaiting any test results or further investigations?"
  • "Have you or any other person to be insured on this policy ever been diagnosed with or treated for specific conditions like cancer, heart conditions, respiratory conditions, strokes, or mental health conditions?" (Some insurers may ask for conditions regardless of when they occurred).
  • Important: Emphasise the importance of declaring all conditions accurately. Explain that failure to declare could invalidate their policy.

3. Providing the Quote & Key Information

• Present the quote(s): Clearly state the premium and any different levels of cover available (e.g., basic, comprehensive).
• Highlight key features and benefits: Focus on the main aspects like medical emergency cover, cancellation, baggage, etc.
• Crucially, explain significant exclusions:
  • "It's important to be aware that this policy does not cover [specific exclusion, e.g., pre-existing medical conditions not declared and accepted, claims arising from FCDO 'advise against all travel' warnings, certain hazardous activities unless an add-on is purchased]."
  • "For your full terms and conditions, please refer to the Policy Wording and the Insurance Product Information Document (IPID)."
• Medical Condition Signposting (If applicable): If the customer's medical conditions result in a declined quote, an unremovable exclusion, or a premium loading of £100 or more, you must signpost them to the MoneyHelper Travel Insurance Directory.³
  • "Based on the medical information you've provided, it appears this policy may not be suitable, or the premium for your medical condition is [£100 or more]. In these circumstances, the Financial Conduct Authority (FCA) requires us to inform you about the MoneyHelper Travel Insurance Directory. This is a free service that can help you find specialist insurance providers who may be able to offer cover for your specific medical conditions.⁴ Would you like me to provide you with their contact details?"
    • Provide the MoneyHelper contact details (website and phone number).

4. Addressing Questions & Overcoming Objections

• Answer questions factually: If unsure, state that you cannot provide advice and offer to refer them to the policy wording or a supervisor if appropriate.
• Address common concerns: (See FAQ section below)
• Reinforce value: Remind them of the peace of mind and financial protection travel insurance offers.

5. Closing the Sale

• Confirm understanding: "Are you happy with the cover offered and do you understand the terms and conditions?"
• Obtain consent to purchase: "Would you like to proceed with purchasing this policy?"
• Payment: Guide them through the payment process.
• Confirmation: "Thank you for your purchase. Your policy documents, including your IPID and full policy wording, will be sent to your email address within [timeframe]. Please read them carefully. You should also take your policy details with you when you travel."
• Cooling-off Period: Inform them about the 14-day cooling-off period during which they can cancel the policy for a full refund, provided they have not travelled or made a claim.

Common Regions:

1. United Kingdom Only:
   • England, Scotland, Wales, Northern Ireland, Isle of Man, Channel Islands.
2. Europe:
   • Typically covers countries west of the Ural Mountains.⁶
   • Examples often included: Albania, Andorra, Austria, Belgium, Bosnia & Herzegovina, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Eire (Republic of Ireland), Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Mediterranean Islands (e.g., Majorca, Ibiza, Malta, Rhodes), Montenegro, Morocco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tunisia, Turkey (often included in Europe), Ukraine, Vatican City.
   • Note: Some insurers may include Egypt, Israel, or Jordan in their European definition.
3. Worldwide excluding USA, Canada, Caribbean & Cuba:
   • Covers all countries globally except those specifically excluded.
   • Examples of countries typically included: Australia, New Zealand, Asia (e.g., Thailand, Vietnam, Japan, China, India), South America (e.g., Brazil, Argentina), Africa (e.g., South Africa, Kenya).
4. Worldwide including USA, Canada & Caribbean (excluding Cuba):
   • Covers all countries globally including North America and the Caribbean.
   • Examples of countries typically included: United States of America (USA), Canada, Anguilla, Antigua, Aruba, Bahamas, Barbados, Belize, Cayman Islands, Costa Rica, Curacao, Dominica, Dominican Republic, Grenada, Guadeloupe, Jamaica, Martinique, Mexico, Montserrat, St. Lucia, St. Vincent and the Grenadines, Trinidad and Tobago.
   • Note: Cuba is often explicitly excluded by many insurers due to US sanctions.

Always confirm the exact country list with the specific insurer's policy wording.