It’s a valid question, because many people expect all sorts of emergency situations to be covered, but in reality, it’s like any policy with specific, listed details of exactly what is, and is not, covered. The thorny question of cancellation of trip is often a cause of argument, because the circumstances can vary so much. Here’s the word;
New data highlights opportunity for brokers to improve customer understanding of travel insurance
Analysis of more than 2,300 travel insurance claims by Aneevo, the travel insurance distribution specialists, has revealed a significant gap between what travellers worry about and the events most likely to result in a claim.
The findings highlight an opportunity for brokers to improve customer understanding of travel insurance and the value of arranging cover at the point of booking.
Recent customer research found travel disruption is the biggest concern among holidaymakers, ahead of global events and rising travel costs. Despite these concerns, confidence in travel remains high, with 95% of respondents saying they remain confident about travelling.
However, analysis of 2,392 travel insurance claims tells a different story.
The claims data found that cancellation and curtailment claims accounted for 43% of all claims received, making them one of the most significant claim categories by volume.
Yet travel disruption accounted for just 8% of cancellation claim costs.
By contrast, illness, injury, family illness and bereavement accounted for 89% of cancellation claim costs.
The analysis, based on claims from policies issued between March 2024 and December 2025, found:
- 2,392 claims analysed
- 1,036 cancellation and curtailment claims
- Cancellation and curtailment claims accounted for 43% of all claims
- Illness, injury, family illness and bereavement accounted for 89% of cancellation claim costs
- Travel disruption accounted for just 8% of cancellation claim costs
- Average cancellation claim: £869 • Largest cancellation claim: £12,562
The findings suggest customers may be focusing on highly visible travel risks, while underestimating the personal circumstances that are more likely to impact their holiday plans.
Vered Lobel, CEO of One Before, said:
“What stands out from the claims data is that many of the events driving cancellation claims are personal circumstances that customers often don’t anticipate when booking a trip. While travel disruption receives significant attention, illness, injury, family illness and bereavement remain the primary drivers of cancellation costs.
“The findings highlight the importance of ensuring customers understand the breadth of protection travel insurance can provide, both before and during travel.”
For brokers, the data reinforces the importance of communicating the full value of travel insurance, particularly cancellation cover and the benefits of arranging cover at the point of booking. It also highlights the opportunity for brokers to deepen customer relationships through relevant travel insurance conversations that address the risks customers are most likely to face.
Daley Gore, Managing Director at Aneevo, said:
“Travel disruption dominates headlines and understandably captures customers’ attention. However, the claims experience suggests a very different reality.
“Almost half of all claims were for cancellation or curtailment, while illness, injury, family illness and bereavement accounted for nearly nine in ten cancellation claim costs.
“The findings highlight a potential disconnect between customer perception and claims reality, creating an opportunity for brokers to better educate customers about the protection travel insurance can provide before a trip even begins.
“For many customers, travel insurance is still viewed primarily as protection for what happens overseas. Yet a significant proportion of claims arise before departure, often due to unexpected illness, injury or family circumstances that prevent travel altogether.”
The analysis also highlighted the continuing importance of emergency medical cover abroad.
Medical claims accounted for 56% of all claims costs during the period, more than every other claim category combined.
The average medical claim was £1,919, while the largest exceeded £51,500 after a traveller required overseas hospital treatment, intensive care and repatriation by air ambulance.
Daley added:
“Travel insurance remains one of the most valuable protection products available to consumers, but the value proposition is often misunderstood.
“Helping customers understand both the pre-travel and overseas benefits of cover is an important opportunity for brokers, affinity partners and travel providers alike.”
Aneevo helps insurance brokers, affinity partners and travel businesses offer travel insurance solutions that deliver value to customers, support retention and create new revenue opportunities. Through specialist expertise, technology and insurer relationships, Aneevo aims to be the travel insurance partner of choice for brokers looking to grow their travel insurance proposition.
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