Travel ancillary services are undergoing a significant transformation, aligning with the expectations of a new-age, hyper-connected traveler. Customers of today demand smooth, user-friendly, and customized experiences at every turn; they are no longer content with one-size-fits-all products. Advancements in artificial intelligence together with data analytics as well as behavioral insights allow ancillary services to achieve greater personalization. Customers today value ultimate convenience and security along with excellent value which can be achieved through dynamic support options and real-time tracking and on-demand lounge access and priority check-ins and customizable add-ons that include concierge support and in-destination assistance.
Modern digital trends have led to the development of single platforms which let travelers request support and upgrades through simple touchscreen selections. More importantly, modern travelers are looking for a sense of assurance with services that go beyond just comfort and contribute to the traveler’s overall experience.
Enhancing Customer Satisfaction
Travel assistance and insurance are among the most sought-after ancillary services following the pandemic scare in 2019–2020. A leisurely vacation can become a stressful ordeal for many travelers due to delayed or misplaced luggage. Even though these circumstances are frequently unavoidable, travelers can feel a great deal of peace of mind when a suitable solution is found to lessen their inconvenience and financial losses. New-age travelers are now seeking ancillary services that allow them exclusive access to lounges during these delays, ensuring a comfortable space to relax, recharge, and stay connected, ultimately improving the overall travel experience without the usual stress of waiting at the gate.
Some of the travel protection favorites include Signature Plans for high-profile travelers, A2A (Anywhere-to-Anywhere) for global protection regardless of the departure point, Gadget Protection, Cruise Cover, Visa Rejection Cover, Student Protection Plans, Adventure Sports Cover, and Trip Cancellation services - each addressing unique traveler needs.
In addition to this, extra baggage choices, priority boarding, travel e-SIM, in-flight Wi-Fi, and seat upgrades are among the other popular ancillary services. And when it comes to improving the traveler experience, these services have a major financial impact on airlines. In particular, travel protection plans give passengers peace of mind while encouraging airline and travel agency loyalty.
Seamless integration begins with intelligent timing and placement. Insurance options must be introduced contextually, based on the traveler’s trip type, destination, and real-time risk factors. Whether someone is booking a solo adventure, a family vacation, or an academic trip abroad, the protection offered should feel relevant, timely, and effortless to include.
With the rise of API-driven ecosystems, there is a tremendous opportunity to build embedded insurance models directly into OTAs, airline platforms, and travel agency booking flows. These integrations allow travelers to opt for personalized, dynamic coverage at the exact moment of need - without navigating to a separate site or filling out redundant forms.
With this at hand, the players in this space should be committed to building frictionless, tech-first solutions in association with airline and e-commerce channel partners. Enabling smooth API integrations that incorporate insurance and travel assistance straight into the booking process can be of utmost importance. It can also help map pertinent products based on traveler profiles, trip details, and real-time risk indicators, providing highly customized coverage options without interfering with the user experience. This makes travel protection a natural, value-adding component of trip planning by guaranteeing that travelers receive timely, appropriate protection and enabling partners to increase ancillary revenue and customer engagement by providing the right product at the right time. Working together is essential to delivering a flawless travel experience. As a value-added service rather than an upsell, travel assistance and insurance are already integrated into the booking platforms of airlines and travel agencies.
Furthermore, players should offer their knowledge of the subtleties of travel to give its partners the resources and information they need to make the best product recommendations. Another important aspect would be to drive knowledge-sharing initiatives which can help in upskilling frontline travel professionals, while empowering partners locally in addition to technology. Technologies such as SmartEdge can provide focused training to help professionals understand, position, and sell the right products more confidently, with tailored modules and partner-specific formats ensuring travel trade professionals feel supported, informed, and future-ready.
Addressing Travel Insurance Fraud and Claims Denial
Travel insurance fraud can take many different forms, one of which is buying fake policies from unlicensed brokers, also referred to as "ghost brokers." These scammers frequently provide policies with absurdly low premiums, leaving passengers defenseless in an emergency. Travelers should only buy insurance from respectable companies and always confirm the credentials of their assistance and insurance provider to avoid such scams.
A claim may be rejected for a number of reasons, including failing to disclose pre-existing medical conditions, providing insufficient documentation, or participating in risky activities that are not covered by the policy. It is crucial to confirm that the policy appropriately reflects the travel plans and that the chosen coverage aligns with the possible risks of the trip. Claim denials are frequently caused by participating in risks or activities that are not covered by the policy or by not matching the itinerary to the level of protection provided.
Customers who want to challenge a denied claim should carefully read the insurer's justifications and compile all pertinent supporting documentation. If disagreements continue, the issue may be brought before the Financial Ombudsman Service or another appropriate authority in the area for a third-party evaluation.
Emerging Innovations in Travel Insurance
Travel insurance companies have implemented innovative solutions to provide customized complete coverage for meeting modern Indian tourist requirements. Beyond typical hospitalization benefits the insurance offers a range of customized risk protection and support services including emergency evacuations and doctor-on-call response and 24/7 emergency access and airport lounge waiting areas during delays. The "Anywhere to Anywhere" (A2A) plan provides international protection as well as support for any traveler departing from or visiting worldwide destinations. The purpose of these services involves helping tourists resolve real-world challenges by providing quick access to help and comfort while traveling. Travel protection experiences its evolution as the industry builds proactive systems which combine adaptable software platforms enabling traveler-optimized holistic ecosystems.
Overcoming Challenges and the Future of Travel Insurance
While awareness around travel insurance is growing by the day, many still see it as an optional add-on rather than a necessity. A recent survey showed that out of 100% who take travel insurance, nearly 49% of Indian travelers opt for the bare minimum, often unaware of the financial impact of medical emergencies abroad or trip disruptions.
To address this, companies regularly support their channel partners with simple, practical training sessions and continuously upgrade their technology to suggest the most relevant products during the booking journey—making it easier for travelers to understand and choose the right protection in real time. By integrating travel insurance into the travel booking journey, partnering with OTAs and agents, and using relatable case studies, companies help demystify coverage and make it more relevant. Simplified, clear communication is the main focus, emphasizing that travel insurance is about more than just claims; it's about convenience, confidence, and care when it counts most.
In the future, travel insurance will be experience-driven, digital, and highly customized. Automation, AI-powered emergency support, claims processing, and real-time risk assessment will all receive more attention. It is anticipated that pay-as-you-go and subscription-based business models will become more popular in order to satisfy the needs of contemporary, flexible travelers. Assuring safety, convenience, and peace of mind throughout clients' journeys, the travel assistance and insurance sector in India is expected to change from being a reactive service to a proactive travel companion.
About the Author
Dev Karvat has been a transformative force in the Indian travel assistance and insurance domain for over 25 years. His journey in the Indian Travel Fraternity is a testament to innovation, resilience, and an unwavering commitment to safeguarding travellers worldwide From the outset, Dev Karvat envisioned a travel ecosystem where protection wasn't just an afterthought, but an integral part of the journey. He recognised that the evolving travel landscape demanded more than just traditional insurance. It required a proactive, comprehensive approach to assistance. This vision led to the development of Asego's signature travel ancillary services, including real-time luggage tracking, personalized concierge support, robust emergency roadside assistance, and rapid emergency medical assistance & evacuation—innovations that have set new industry benchmarks.
