Travel insurers add emergency in-app calls
Four UK travel insurers have introduced in-app calling for customers abroad, allowing them to contact emergency assistance without relying on a mobile signal. The feature is now available in the apps of CoverForYou, Cedar Tree, Outbacker, and Insure and Escape. It uses voice over internet protocol to connect policyholders to claims teams or support lines over any available data connection.
No signal, no problem
The service was created to function when traditional mobile networks fail. Many providers ended free EU roaming after Brexit, leading travelers to depend more on Wi-Fi while abroad. This shift left some stranded if they couldn’t find a connection. The insurers identified the issue but did not provide data on how often customers struggled to reach help in emergencies.
Alan Dean, managing director for all four brands, described it as a simple solution that requires no extra steps from users but provides a critical advantage. The insurers explored other options, including third-party calling apps, but rejected them due to potential reliability issues and the need for separate downloads.
The companies are also offering a free eSIM to policyholders, giving them mobile data access while traveling. The eSIM ensures customers can still use the app even if their primary SIM lacks coverage. It remains unclear how many travelers will adopt the eSIM instead of their existing plans, but the combination of tools aims to remove a key obstacle in emergencies.
Millions already covered
The four brands, operating under the same parent company, have insured over 10 million travelers since 2001. The new features are available immediately to all customers, with no pricing changes announced. The insurers did not clarify whether the eSIM includes data limits or works in every country.
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Simplicity is the priority. The insurers believe embedding the technology directly into their apps removes the need for travelers to manage multiple services or remember extra login details. This adjustment could make the difference between a delayed claim and a resolved issue.
The system’s effectiveness will be tested during high-pressure situations. A major incident, such as a natural disaster or widespread flight cancellations in an area with poor connectivity, will reveal whether the VoIP calls remain stable. For now, the feature is an unproven but cost-free option for customers.
Dean did not confirm whether the insurers had tested the system under high call volumes or in areas with weak infrastructure. While the apps have existed for years, adding real-time voice communication introduces new challenges. Success could establish a new industry standard, while failure might leave travelers unaware they lack a backup plan.
For those managing complex travel needs, service reliability remains a key concern.
