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Behind the Scenes With Suzette: Navigating Travel Insurance

As I wrote previously, my colleagues and I have invested a lot of time learning about the various travel insurance products available. While similar on the surface, they have nuances that can determine whether or not they provide adequate coverage for a client’s particular trip. So I am amazed that anyone would book a trip and simply click a box saying they will purchase the insurance offered by that supplier.  (But at least they are buying some form of insurance!)

My clients tend to fall into two groups:

> Those that understand the value of travel protection, and expect me to send them a quote as soon as they’ve booked their trip.

> Those that say they have never purchased it because they’ve never had to cancel a trip, or it’s not worth the money.

First, I don’t know anyone who has a crystal ball that guarantees no unexpected emergency will happen that could cause them to cancel. Second, many clients are surprised to find out how inexpensive insurance can be.  (The rule of thumb is 5-7% of the trip cost, and families pay even less on policies that include free coverage for children.) And there are many other benefits offered besides trip cancellation coverage which can make having a policy pay off.

Zodiac boat on snorkeling tour in Hawaii

Reimbursement for dropping personal items in the ocean can recoup the costs of an insurance policy. Take it from my personal experience! (Photo credit: Ryan Mack)

♦ Expert Tip ♦
Buy a policy as soon as you make any payment on a trip, otherwise you can lose out on coverage
for pre-existing conditions or financial default. You can add more coverage
as you book other components of the trip. And be sure you
understand all the terms and conditions to qualify for that coverage.

What do my colleagues and I learn in training sessions and updates from our insurance reps?

  • How do we ensure clients are covered for pre-existing medical conditions, and what is considered a pre-existing condition?
  • How do we ensure clients are covered for financial default, and how is “financial default” defined?
  • How is “family member” defined?
  • What documents are needed to file a claim successfully?
  • Which suppliers offer “cancel for any reason” coverage and what are the terms?
  • What upgrades are available for unique situations not normally covered: pregnancy, a cancelled wedding, an ill pet, civil disorder?
Vacation home in Bodega Bay with view of ocean

Bliss in Bodega Bay, California.

♦ Expert Tip ♦
Losses related to a home, villa, or apartment rental booked directly with the owner are not ususally covered.
The booking must be made with a travel supplier, which include the companies travel advisors work with.

There are also travel packages that offer vacation protection plans with coverage that may be better than traditional travel insurance policies.  For example, one of my clients was able to cancel their trip with less than 24 hours notice when COVID-19 was just starting to spread, and they didn’t want to be out of the country, because they had “Cancel For Any Reason” coverage. Most insurance policies cut off this benefit 48 hrs or more prior to travel. This can be an important factor in determining the best way to book a client’s trip.

It’s true that there are some things travel insurance doesn’t cover. In fact, I was quoted in a Forbes article on this topic. While it doesn’t cover cancellation for pandemics or government restrictions, a traveler is generally covered if they get coronavirus or fail a COVID-19 test. And you definitely want coverage if you fall ill and/or are quarantined in a hospital or hotel while traveling. Some destinations now require visitors show proof of insurance and coverage for quarantine expenses and medical evacuation.

♦ Expert Tip ♦
If you don’t need or want trip cancellation coverage, buy a barebones policy
to get the other benefits including coverage for medical expenses, medical evacuation, baggage damage/loss,
24×7 emergency support, and more. This is especially recommended when traveling
to a destination that may require large advance payments for treatment.

Traveleres on Lindblad expedition in Svalbard viewing polar bear on ice floe

Cruising in a remote location? You need travel insurance to cover evacuation from the ship to the nearest medical facility, and medical evacuation coverage to pay for transportation to the hospital of your choice.  (Photo credit: Lindblad Expeditions client on Svaldbard polar bear cruise)

When it comes to travel insurance, most travelers don’t know what they don’t know. Our job as professional travel advisors is to know what questions to ask our clients, so we can recommend the products that would provide the best protection for their specific needs.

Disclaimer:  The information presented here may not apply to all travel insurance products, and can change at any time. Contact the insurance provider to answer technical questions about benefits, exclusions, and conditions of any of the insurance they offer.

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How To Travel Well in 2020

In a podcast for travel professionals,  I recently heard a quote that resonated with me, and it came from someone I consider a friend and mentor:

“In service experiences you don’t get do-overs”
Kerry Dyer, Brownell Travel

What immediately followed in my mind was that you don’t get a do-over on your dream vacation, either. I, like most of my colleagues,  gave up a successful career to start anew in the travel industry, because we wanted to help make travel dreams come true for others. Yes, we are running a business with the goal of making money.  But we chose travel because we love building the relationship with our clients, understanding their priorities and needs, and designing the perfect trip just for them.  However there is no joy in finding out they were disappointed, or worse, they ran into serious problems.  No amount of money makes up for the feeling that we let our clients down.

Meeting a baby gray whale Magdalena Bay in Baja (Lindblad Expeditions, March 2019)

Fortunately things don’t go wrong often. But it’s also not an accident that things go right most of the time.  And I strongly believe the key to that is in my supplier partnerships, the people I entrust to take care of my clients wherever they are in the world, no matter what happens.

So my responsibilities to my clients are:

  • Select the suppliers carefully depending on my client’s needs, the type of trip they desire, and the destination.
  • Cultivate strong relationships with these suppliers so we have mutual trust and respect, and can work effectively and efficiently to make our client’s trip the best it can be.

Tahiti Cruise (Windstar, August 2019)

Why is this important going into 2020?  Because travel demand continues to grow at a rapid pace.  I celebrated my best year ever in 2019, earning a place in Brownell’s 1887 Club.  But this growth also meant there were more challenges in booking and managing travel, and who I choose to partner with in 2020 and beyond is becoming more important than ever.

Frozen Charles River (Boston, Jan 2019)

Suppliers are competing for resources.  A supplier who has their own guides and vehicles, and also has strong personal connections, and is highly regarded by his or her colleagues,  can more reliably offer the best service versus suppliers who are outsource everything to third parties.  This really comes to light when problems occur, asthe true test of a supplier’s worthiness is how they handle a crisis.

Most recently we’ve seen travelers throughout France finding it difficult to rely on public transportation.  Our suppliers have been lining up private drivers on short notice so our clients’ touring plans are not impacted. Airline strikes have forced clients to rebook or reroute their trips, and incur additional costs. While this is a “gray area” with travel insurance suppliers, our strong relationship with our insurance rep has smoothed the path to quickly resolve claims.

Lovely evening stroll in Antibes (Dec, 2019)

Private home and apartment rentals are growing in popularity, but they are prone to fraud, and quality control is difficult. I can attest from personal experience (before I was in the industry and knew better) to the panic that ensues when you show up at your rental, late at night, with no key to be found, and the management office closed. Fortunately my problem was resolved in a few hours once I was able to reach the homeowner and get a spare key from a nearby relative.  We seek out partners who have direct relationships with the property owners/managers, provide 24×7 emergency support, and have demonstrated a commitment to customer service.

Meeting the Vermejo Ranch residents (New Mexico, Sep 2019)

Yesterday an article came out advising travelers where they should not go in 2020. The primary reasons were overtourism, which was becoming detrimental to the environment or residents, to the traveler experience, or both.  The concerns are legitimate, but rather than avoid these destinations, they can be experienced in a different way.  Our supplier’s personal contacts, resources, and innovative ideas can get my clients away from the crowds, and often provide a more authentic experience. But I won’t send a client “off the beaten track” with just anybody.

Christmas Market on Marienplatz (Munich, Dec 2019)

The last industry event I attended in 2019 was the International Luxury Travel Market in Cannes. It’s not just a networking event, it was an opportunity for me to meet one on one with potential suppliers to ask hard questions about how they run their business and what advantage they offer over their competitors. And now I have a name and a face, and a shared experience, which has created a connection between us when I reach out to talk about a potential trip. (Spending an hour trying to find your Uber driver in Antibes who doesn’t speak English is a good team building exercise!)  In ANY business, building relationships is crucial, but even more so in the hospitality industry.

Walking up the same red carpet as the film stars in Cannes (ILTM, Dec 2019)

The good news is that I have many wonderful suppliers who are great partners, that care just as much as I do about my clients.  So I look forward to helping clients fulfill their travel dreams in 2020 and beyond.

~ Happy New Year From My Family To Yours!!  ~

 

Boston University Graduation (May, 2019)

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My Travel Insurance Story

I always recommend travel insurance to my clients, mainly to cover nonrefundable expenses or penalties should they have to cancel or cut short a trip. But many travelers don’t realize that this insurance provides other benefits as well, such as coverage for medical expenses or medical evacuation. There’s even a 24 hr customer support line for emergencies like a lost or stolen passport, or last minute changes to travel plans.


I buy travel insurance for almost every trip I take, including this summer’s vacation to Oahu. Fortunately I didn’t need to cancel or change our plans, but my Travel Guard insurance policy turned out to be beneficial anyway.

On our second day enjoying the beautiful beach at Disney’s Aulani Resort, my husband went swimming with his iPhone in his pocket. Which did not have a waterproof case. So we quickly added one more excursion to our list: a trip to the AT&T store for a new phone. Fortunately he had the phone long enough that he was eligible for an upgrade rather than having to pay full price. But it was still an expense we hadn’t planned for.


When we got home, I remembered we had the insurance policy and looked up baggage loss. It said cell phones & other electronics were covered for up to $150 per device. And there were no restrictions for being careless, clumsy-minded, or simply having a middle-aged moment!

I just had to send in some paperwork: a summary of what happened, a diagnostic report from AT&T saying phone was dead, an estimate to replace it, and a ‘denial of coverage’ letter from our homeowner’s insurance (since the baggage portion of travel insurance is secondary coverage).

A few weeks later, I received a check for $149, which more than reimbursed us for the $113 we spent on our Travel Guard policy.

I have to mention that later on the trip, my son ALSO went swimming with his phone. Since it wasn’t a smartphone, AT&T gave us a new one for free in appreciation for our customer loyalty, so we didn’t submit a claim. However we could have received up to $150 towards a new phone for him as well, since the policy covered up to $1000 for baggage loss. That also included things like lost, damaged, or stolen items, as long as the appropriate reports have been filed with the police, the airline, etc.

As you can see, even one little incident like this can make a travel insurance policy worthwhile. I have to admit, it’s more likely that my family will dump a beach bag filled with electronic gadgets off a boat than cancel a trip last minute. But since insurance policies are so reasonably priced, that alone makes it worthwhile. And the peace of mind that comes from knowing thousands of dollars of travel expenses are also protected is priceless.

If you have questions about travel insurance, please contact me at suzette@family-treks.com.  I can assist you with selecting the right policy for your needs, no matter how you’ve made your travel plans.

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Travel Insurance- What You Need To Know After You’ve Bought It

As anyone who has followed my blog or twitter feed knows, I am a HUGE proponent of protecting your vacation investment with travel insurance. But that insurance will do you no good if you cannot obtain reimbursement due to lack of documentation to support your claim.

Here are some tips from Travelex, one of the companies I recommend most often because of their family-friendly rates and great customer support. And most importantly, they are efficient at processing claims to ensure my clients receive funds in a timely manner. The turn-around time is typically about 2 weeks if all necessary forms are filled out properly and include the supporting documents.

If you have booked your trip through a travel advisor, they should be able to provide most of the necessary information to file a claim:

* Invoices for initial and final payments. (Documenting the date of initial payments for a trip is important to determine if a client qualifies for coverage for extras such as pre-existing conditions, financial default of the supplier, etc. Thus it’s important to buy travel insurance in a timely manner, usually within 2-3 weeks of your first deposit, to obtain the most comprehensive coverage.)

* Terms and conditions of the supplier, and penalties charged

* Refunds received for any unused portions of the trip

* Original & unused travel documents, or copies

Additional documentation a traveler needs to provide may include (depending on the reason for the claim):

* Attending Physician’s statement

* Proof of cause of interruption/delay (e.g. incident report from airlines)

* Receipts for additional expenses: purchase of new airline tickets, hotel receipts, etc.

* Proof of charges for trip: credit card statement or cancelled checks (front & back copy)

* Lost Baggage Claim number  – be sure to get something in writing from the airline.  Hang onto your baggage tags.

* Police report – If there is an incident that requires police assistance.  If your valuables are stolen, you must call the police and file a report in order to submit a claim.

Here are some tips to help you prepare before your trip:

* Document what you are carrying in your luggage:  Lay all items out on a bed before you pack and take a picture.

* Take a picture of your luggage to assist baggage handlers in locating your lost bag.

* Never pack valuables in your checked bags, always place them in your carry-on. This includes cameras, laptops & other electronics, jewelry, prescription glasses, medications, etc. Not that there is usually a cap on how much insurance will pay for a single item. For example, Travelex‘s limit is $600.

* Pack your travel insurance documents in your carry-on luggage. Most insurance companies also provide wallet cards and baggage tags for your convenience.

If something unfortunate happens while you are traveling, the first thing to do is call the 24 hour support number shown on your insurance policy. The emergency call center can assist with booking new flights and accommodations, finding medical care, replacing lost passports, and tracking lost bags. This feature alone is worth the cost of any policy, especially if traveling in an unfamiliar area or if you don’t know the local language.

If you cannot call them immediately, call as soon as is possible, don’t wait until you get home or to your destination. It’s important to document incidents as soon as they occur, as waiting too long could hinder the claims process. Also, customer service can advise you real-time on what documentation to collect, which could be difficult or impossible to obtain at a later date.

If you have not purchased travel insurance yet, I am happy to help find the right policy to suit your needs.  It is not necessary that I have booked your trip.  Contact me at suzette@family-treks.com for more information.

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Ten Not So Well Known Reasons To Buy Travel Insurance

Most travelers know the obvious reasons to buy travel insurance, that you might get sick or injured at the last minute and have to cancel your trip. But there are many other things that can go wrong where travel insurance can help limit your financial loss, as well as reduce stress and hassle of dealing with unforeseen problems.

1. You arrive for your cruise and but your luggage doesn’t.

2. You house is burglarized the day before you leave.


3. You are in a traffic accident on the way to the airport and miss your flight.

4. You get sick or injured while on a cruise ship and need to see the onboard physician, which is not covered under your regular health insurance.

5. Your company requires you to relocate to another state.

6. Your childcare provider falls ill and you have no one to watch your children during your romantic getaway.

7. Your travel supplier declares bankruptcy.

8. You a member of the military and are called for emergency duty due to a natural disaster.

9. You will forfeit pre-paid tuition and expenses for a study abroad program if your child is unable to travel due to injury or illness.

10. A volcano erupts and shuts down almost all flights to and from an entire continent. (Ok, so that one maybe is more well known.)

(Note that restrictions may apply to coverage limits for the above situations, or require additional upgrades beyond the basic travel insurance policy.)

When purchased directly from an insurance company, policies are very affordable, often just 2-5% of the value of the trip. That’s a small price to pay for peace of mind before and during your vacation.

For more information about travel insurance, contact Suzette Mack, Family Travel Specialist, at suzette@family-treks.com.
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Don’t Be Tripped Up by Travel Insurance

It’s not only a waste of money to pay too much for travel insurance, but if it’s the wrong type of policy, a family can still end up losing their entire vacation investment should they have to cancel a trip unexpectedly. And as I have pointed out before, often the insurance provided by a travel supplier, such as an airline or cruise line, is not the best choice for travelers.

As with any purchase, the keys are to know what you need, and understand what you are buying. That means actually reading through the policy so that you understand what is and isn’t covered, rather than assuming it will cover you ‘no matter what.’ The most common mistake I see travelers make is purchasing insurance because they have a specific concern, such as a family member who is ill, or an uncertain employment situation, but the policy they chose specifically excluded these situations. Hurricane coverage is also frequently misunderstood. Your resort may offer a “Hurricane Guarantee” but they are certainly not going to reimburse you for missed flights!


To avoid purchasing the wrong policy, read through the list of benefits to verify that they cover anything that might cause you to cancel your trip. (This type of detail may not be in the brochure. You need to find a dcoument called Description of Coverage, Schedule of Benefits, etc.) For example, a basic policy may not offer coverage for work-related reasons, which is often needed by lawyers, doctors, and business owners. This is where insurance sold by travel suppliers may fall short, and they usually charge more to boot! But with a third party insurance policy, you can purchase an inexpensive upgrade which will provide this additional coverage.
It helps to understand insurance terminology, and many policies provide a glossary. Important definitions to check are “trip delay,” “trip interruption,” “family member,” and “pre-existing condition.” For example, does trip delay coverage start after 3, 5, or 12 hours? Is flight cancellation due to inclement weather covered, or just for mechanical problems? Does the policy cover non-related traveling companions and domestic partners?

Here’s one scenario I learned about recently. Let’s say a group of friends who are not related book a cruise together, and purchase insurance. A few weeks before the trip, when most of the cruise fare is nonrefundable, one family has to cancel due to a medical emergency. Their insurance policy covers them, but can the rest of the group also cancel and get a refund? If they purchased the cruise line insurance, probably not. However, if they had purchased a third party travel insurance policy which includes coverage for traveling companions, then the rest of the group could cancel as well.
No matter how you book your vacation, consult a professional when buying travel insurance. Any travel agent should be happy to help you sort through the various options to select the policy that is right for your family. For more information, contact Suzette Mack at suzette@family-treks.com.

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Six Ways Families Can Save Money on Travel Insurance

1. Don’t automatically buy the insurance offered by the travel supplier – Some suppliers do offer insurance which provides excellent coverage at a good value, but more often than not their policies cost more and provides less coverage. Read the terms and conditions carefully.

2. Buy a policy that offers free coverage for children – Insurance sold by airlines, cruise lines and tour companies is usually offered at a fixed price per person, which makes it more expensive for larger families.

3. Buy early – And buy as soon as the first component of a trip has been booked, even if it’s a refundable deposit. Procrastinating or waiting until all trip details are finalized can limit coverage, and buying early may also provide free upgrades.
4. Add a rental car upgrade rather than purchasing CDW from the rental company – This is especially true when renting in countries like Mexico where CDW is mandatory. For example, Hertz charges $40 per day for insurance, but upgrading a travel insurance policy to include one week of rental coverage is less than $50.

5. Shop around – Most travel insurance policies are comparably priced, but they do increase rates by age. So a policy from one company may cost more for a 50 yr old traveler than another, based on how they set up the age brackets. Also, a basic policy might cost the same between two companies, but upgrade options could be priced differently.

6. Buy from a professional – Travel agents can sell insurance to anyone, even travelers who have booked a trip on their own. They receive ongoing training, so they have the latest information on traveler’s concerns such as swine flu and can explain what is and isn’t covered. They know what questions to ask to ensure a traveler is purchasing the right policy for their needs, and also get them the best value.
If you would like more information about travel insurance, contact Suzette Mack, Family Travel Specialist at suzette@family-treks.com.
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What Families Need to Know about Travel Insurance

Before you dismiss the idea of purchasing travel insurance, think about the possible scenarios which could cause you to cancel, postpone, or return early from a trip. The obvious ones come to mind first: illness, accident, or a death in the family. But there are others that travelers least expect which can also put their hard earned vacation money at risk:


> Your home is burglarized or damaged in a fire.

> A work-related emergency comes up, or your business partner becomes seriously ill

> The friend or nanny who was going to watch your children while you are on an adults-only getaway falls ill

> Friends you were traveling with cancel due to an unexpected emergency

> You lose your job, or are required to relocate

> You are involved in a car accident on the way to the airport

> Your cruise line, airline, tour company, etc. goes bankrupt

> Bad weather forces your cruise ship to miss a port where you had booked a private, nonrefundable tour

> The family members or friends you are visiting fall ill and cannot host you

> A terrorist incident occurs at your destination

Many travel insurance policies reimburse travelers for money lost due to the above causes, but there may be special conditions which must be met. For example, one company requires that insurance be purchased within 21 days of the time the reservation is made for full coverage, otherwise some scenarios such as supplier bankruptcy are not included. The clock starts ticking at the first purchase, so this can adversely impact travelers who buy their airline tickets first, then wait a few weeks to reserve their hotel. So it is important to think about insurance right from the start of travel planning, not add it on as an afterthought.

Travelers certainly can research policies on the internet or call an insurance company’s customer service number to find out what is covered. But the best way to buy insurance is through a travel professional. They undergo training on the various products, receive regular updates on policy changes, and can help explain the myriad of technical terms in the “fine print.” And perhaps most importantly, as insurance claims are not always “black and white,” it is very helpful to have an advocate on your side that has a long-standing relationship with the insurance company.

Also beware of the offer to purchase the travel supplier’s insurance, which often simply requires checking a little box at the end of your reservation. In general, purchasing the insurance offered by your travel supplier is not recommended. Often it not only costs more than third party insurance, but does not provide as much coverage. However there are exceptions, so a travel professional can explain the pros and cons of all options available.

Hopefully now you are convinced you need travel insurance, but you may be worried about how much it costs. Coverage for a $4000 vacation for a family of four (2 adults, 2 children) would start at $76. That is the total for the family policy, not per person. That’s pretty inexpensive for peace of mind!

For more information about travel insurance, or help with planning the family vacation of your dreams, contact Suzette Mack, Family Travel Specialist, at suzette@family-treks.com

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Tour Operators Help Families Save Money on Travel

Travelers often have the wrong perception of travel agents and tour operators. They assume that because there is a middleman, the price will be higher. But in the travel industry, the opposite is usually true. Tour operators use their bulk buying power to provide packaged vacations at a reduced rate. And they can usually negotiate extra perks like complimentary breakfast, shopping vouchers, or coupon books for added value. Travel agents have the additional advantage of knowing which tour operators have the best prices to various destinations, and also can book trips with companies who do not work directly with the public.

For example, I priced a 7 night vacation package to Maui in August for a family of four through a tour operator who specializes in Hawaii. The grand total, including non-stop flights out of SFO, full size car, 1 bedroom suite at the Fairmont Kea Lani (my personal favorite), taxes, and travel insurance, was $5978 for the lowest category room. An upgrade to an ocean view suite brought the package to $7288. And since I am a Virtuoso Travel Advisor, my clients would also receive a gift basket on arrival full of munchies.

Next I priced everything separately on the internet. The nonstop flights alone for four came to over $3400. Add the least expensive rate on the hotel’s website was $3783 including taxes. That’s $7200 total for just the airfare and hotel, so clients are essentially getting the car and insurance for free when booking a tour operator package.



An important note about insurance, which every traveler should be purchasing these days. This particular supplier allows cancellation for any reason with a complete cash refund (minus the travel protection plan cost which is quite reasonable). Even the airfare is completely refundable! So that is a great advantage for families who know they have to plan far in advance to get the best rates, but may need to change their plans down the road due to sports schedules or other conflicts.

Another destination with jaw-dropping hotel rates is New York City. I checked The Plaza’s rates over Thanksgiving, and they started at $1005 per night plus tax. A hotel package through a tour operator (one that happens to only work with travel agents), was $4432 including taxes for five nights. That’s a total savings of over $1200 when taxes are figured in! But in this case an even better value is to make a direct hotel booking through a Virtuoso agent. The Virtuoso rates net about $1000 in savings, and include exclusive amenities: an upgrade based on availability, a $100 dining credit, and daily buffet breakfast for two. That’s the advantage of working with a Virtuoso travel advisor – I check all options to find out which gives the best value for my clients.



Speaking of holidays, booking through a tour operator is a one way to find hotel space during busy travel periods. Hotels block off rooms for tour operators, and cannot sell them until the space is released back to the hotel, usually quite close to the travel date. So even though a hotel says it is “sold out,” a tour operator may still have rooms available in their allotment.

This is also true when trying to book a flight to a popular destination. I have been able to book the most desirable nonstop flights to Maui for Spring Break when the airline itself doesn’t have seats to sell, and at a significantly lower cost than the less desirable schedules. But the number of seats available is limited, so my savvy clients know to contact me very early to get the best package rates.

For more details, contact Suzette Mack, a Virtuoso Family Travel Advisor at suzette@family-treks.com.

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