Travel Insurance End-User Experience Survey
Understand how travellers evaluate coverage, compare premiums and exclusions, and navigate purchase, assistance, and claims experiences, so you can sharpen acquisition, refine pricing, and strengthen retention across leisure, business, student, and senior traveller segments.
CONTEXT & RELEVANCE
Why run this survey now
Most travellers don't lose confidence purely on claim rejection. They disengage due to unclear exclusions, complex purchase journeys, delayed assistance, and inconsistent claims communication, none of which fully show up in complaint logs or satisfaction scores.
If you are...
- Travel insurance product leaders
- Customer experience heads
- Digital acquisition teams
- Claims operations managers
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete traveller journey from trip planning to post-claim loyalty.
Awareness & Triggers
- Trip planning trigger points
- Brand and channel awareness
Search & Comparison
- Provider discovery routes
- Premium and coverage comparisons
Coverage & Value
- Coverage feature priorities
- Price-value trade-off perceptions
Purchase & Payment
- Checkout completion barriers
- Payment and policy issuance
Documents & Clarity
- Policy wording comprehension
- Exclusions and claim evidence
Assistance & Support
- Emergency response accessibility
- Resolution speed and empathy
Claims & Settlement
- Claim initiation friction
- Documentation and settlement experience
Loyalty & Advocacy
- Renewal and repurchase intent
- Trust and recommendation drivers
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Travel Insurance End-User Experience Survey, we recommend an online-first mixed-method approach with flexible data-collection modes to balance reach, depth, and verification across traveller segments, purchase channels, trip types, and claims experiences.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the travel protection and assistance space.
International Travel Protection Proposition and Channel Testing (India)
OBJECTIVE
WHAT WE DID
DELIVERED
International Travel Protection Proposition and Channel Testing (India)
Senior Traveller Emergency Assistance Service Design Study (India)
International Travel Protection Proposition and Channel Testing (India)
OBJECTIVE
A pan-India insurer sought to understand how frequent leisure travellers , business flyers , and student travellers chose between basic medical cover , comprehensive protection , and trip cancellation bundles across direct and partner-led purchase routes.
WHAT WE DID
We ran a structured online survey with 900 recent international travellers, stratified by trip purpose and destination. The design captured feature importance , premium tolerance , channel trust , message recall, and provider consideration.
DELIVERED
The work produced a preference map by traveller segment, a pricing corridor for competing cover bundles, defined message territories for direct and partner channels, and prioritised channel levers for proposition testing.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between leisure travellers, business travellers and student travellers?
How will you measure travel insurance choice beyond simple ratings?
Will the survey map the full travel insurance journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our policy conversion and renewal strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.