Travel Disasters Happen: Here’s How Travel Insurance Saves the Day

Travel is such an important part of life, but with that travel there is risk and there's reward and we always have to balance the two. Now, I was asking the gentlemen what's the craziest place they've traveled to from Marra to Nairobi? The roads were impossible. We stayed for four days on the road somewhere, even I don't know. From the organizer part we were having a flight from Nairobi to Madindi. From 2 p.m. we were supposed to go to the airport by 5.30 and we'd not make it because the traffic jam was just crazy and that's brought at also about 120,000. Did you have travel insurance? No. I didn't have the travel insurance. People should not have that notion that insurance is an expensive one. You can get a travel cover, even for thousands. So awareness is a bit of an issue, right? Yes. So I went to Bali last year and I went to a place called the Monkey Temple. So it's a temple where there's just monkeys. But the monkeys came and grabbed my glasses. Would travel insurance cover something like that? Like I would have to explain that a monkey stole my glasses, you know? Are you seeing a change in the way the different generations look at travel? Do you see a shift in the risk appetite? Like our Gen Z is willing to take more risks, are you? Yeah, definitely Gen Z's will do risk headings, so they want to do high. Even the way we do Sherehe alcohol is involved also, so they are dancing and sometimes it can get nasty. Welcome to the Zamara podcast. Today's episode is entitled "Risky Business, the Travel Edition." Where we want to talk to you a little bit about travel and travel insurance. Travel is such an important part of life and we're so fortunate to be living in a time where it is quite accessible. You know, roads are good, we have a train system, flights are more affordable, but it all comes with risk. I have with me two esteemed guests and I'm going to now allow them to introduce themselves. I'll start with Alex. Alex, tell us what you do and what brings you here today. Hi, I'm Exeter to be here. My name is Alex, Kibbaria. I'm the founder, Kibbaria Travel, dealing with inbound and outbound travel. So you help people arrange trips? Do you get to accompany them? Especially for the Kenyan Traveler, I get to accompany them because I'm dealing with groups, when it comes to the domestic traveler. And also when I have groups for the international clients, I do accompany them, but we definitely have people who wish to do it privately, so we cater for both the groups and private. I have a travel. Yeah. Okay, nice to meet you. Welcome. Thank you. And Kiribu Sami. My name is Sami Bello. I'm a senior claims consultant with Zomaru. I assist our clients with travel claims. I help them, I get them through the process. I know it's hard when someone loses or maybe faces uncertainties while on travel or during that trip. So I help them ensure that they enjoy their trip. And in case of any claim, I ensure that it's process seamlessly. So you probably see people at their worst, right? Definitely. And you have to be very calm to help them through whatever they're going through. Yes, and also show empathy. Uh-huh. And ensure that they have the best experience. Okay, so in line with our Zomaru values, definitely. Well done. So travel doesn't just take you to places. It transforms who you are when you return. But with that travel, there is risk and there's reward. And we always have to balance the two. I started this conversation before we started shooting and I was asking the gentlemen, what's the craziest place they've traveled to? So I'd now like to invite Sami to tell me about what's the riskiest thing of place he's traveled or journey he's taken in his life. Okay, my riskiest travel was in 2020 when I was traveling from Marl to Nairobi. So I remember at that time, it had rained heavily. The roads were impossible. I remember during that journey, we stayed for four days on the road somewhere, even I don't know, four days you were on the road. Yeah, because one of the vehicle got stuck on the way so it could not pass. We entered for the government to come and ensure that that vehicle is pulled so that now our vehicle could pass. Also another thing on that journey, that place experiences those tribal clashes. So there was also that risk of maybe being abused by those bandits. So it was one of the worst experiences in my life. And how did your mom cope? Did you tell her? Yes, yes, but now there was nothing much she could do and to be a man. Wow, hey, well done. What a story. And did you have travel insurance? No, okay, even I had no idea. That there was something like travel. And now you're a changed man, definitely. Okay, Alex, yourself? For me, I would love to answer it as an unfortunate thing I experienced. From the organizer part of the side, we were having a flight from Nairobi to Malindi. Okay. That was during the construction of the expressway. And you would imagine from 2 p.m., we were supposed to go to the airport by 5.30 and we'd not make it because the traffic jam was just crazy. And we had to miss our flights. And that brought us over about 120,000 just because we were late. Gosh, due to the traffic snide-up. Wow, how long did it take you to get to the airport? Over four hours. From where we from San Kaira to the airport. Four hours. And did you have travel insurance? I didn't have the travel insurance. You guys are believers in travel insurance? Definitely, right? Yeah. And not just because you sell it. No, because of the benefit that can't come out long ago. Yeah. And tell me, where do you see travel insurance used most? Like, what are you, the biggest or most common occurrences? I did. I know most of people take it when they are traveling abroad. But I know the local intake is still low. Okay. I think it's something that insurance companies and the participants in the industry should create awareness. People should know that this is a cover that can come along during their most uncertainties during their travel. So awareness is a bit of an issue, right? Yes. And don't you find that generally, like, we only take insurance when we are required to. So if a visa requires you to, yes, you'll take the insurance. But most people, they just take it like a, when it's like a mandatory requirement, mostly like when you're traveling abroad. But people should understand the importance and the benefit that come along when you have it. Because in case of an uncertainties when you're traveling, does the time that you understand the importance that that travel insurance can offer to you? How about you, what sort of with your clients? What types of things have you seen? I guess what's most common? I mean, you've talked about missing flights. What else happens quite? From my observation, the highest uptake of traveling insurance is from the international traveler. It's still very unpopular to the domestic traveler in Kenya. And I agree with you, they only take the insurance due to the visa requirement. But other than that, it's not very popular with the traveler. So I also echo what Sami says, the insurance company differently needs to do a lot of marketing and awareness for the uptake of the insurance. But do you feel like is it bags being lost or bags being delayed or medical? What do you see as the most useful or most commonly used part of travel insurance? The most commonly used is the medical. But apart from the medical insurance, there is a lot of risks, as you say, that comes with traveling. You can lose your valuable items, the cameras, people always carrying cameras to capture the memories. An accident can happen because you are on road, you are on air. So how do you travel? So I recently traveled to Australia with my best friend, who is also my travel buddy and a lot of other things. And while dancing at a wedding, she had a fall and a break. And honestly, that was something none of us were prepared for. And travel insurance really came through because when you're abroad, you don't really know about the medical situation. You don't, we're so comfortable with what hospitals here do or where to go, or how to call an ambulance or which doctor to go to. But you don't even know where to start. And every country is so different. Sami, do you get a lot of claims or people calling you from abroad or outside of their comfort zone for medical reasons? Yes, actually, medical expenses is one of the most claims that we receive for most of our clients. And I know my job major is because of the extreme conditions maybe if they're outside because these are new environments that people found the same thing. You can also find the risk of maybe extreme weather conditions. That's true. That someone has not been exposed to before. Yeah. So these are some of the most claims that we encounter. And we have been able to assist them in our clients. Because when someone is an unwell abroad or they're tummy isn't taken to the new food that well. The last thing they want to worry about is will I be able to afford medical cover here, right? Like you just want to get better. Yes, very quickly, definitely. Okay. Any weird medical emergencies you've had to deal with Alex? Actually, I just remember the one where I had an international little clients who are from Israel. But luckily it happened on the last day. Well, one gentleman just fell ill and it was so serious we had to call in a doctor to meet him at the room. Oh really? And luckily for him he had an insurance from Israel. So it covered and we also made our work easier. So you've seen travel insurance? Yes, in travel insurance working. In practice. I guess one of the things or the reasons people don't take insurance is the fine trend, right? It's, you know, you think you've got it covered and not just with travel insurance. And then when it's time to claim that's when you realize that this was excluded or so I guess my question is how do people get comfortable or like are there certain tips you can give someone when they're looking at their insurance, what insurance to take and giving them that comfort that yes, there have been success stories. I did one thing that people should know is what is covered in a travel insurance. One of them is the management expenses that one is covered. Also when they lose their languages that is also part of the package that comes along with the travel insurance. Okay. Also trip delay. When you're trip it's delayed because maybe a weather, maybe you're ill. That one will be kept in additional expenses. Maybe accommodation, yes, meals, expenses, that will be compensated. Also people should know that travel insurance also offers compensation in case of accident or death and also permanent disabilities. Okay. So suppose you are traveling maybe abroad and then you you trip when you your leg is broken. That is a benefit that comes along with the travel insurance. So just report to us. We'll guide you on the process. So I've also seen most of our clients like also have lost their package. Those are life time experience that I've seen by after conversation they are very happy because they never knew that they would get compensated definitely because they only get compensated like for the full amount or for the full amount. Okay. Yes. And what is what if your baggage gets delayed because that's also very common right? Yeah. Actually that is one of the most common claims that we get. So if if you are luggage delays, I understand that maybe you have you had a meeting and they all you are clothes out there in that bag. Yes. So you will inquire you will incur expenses to buy your clothes. Yeah. Maybe even other other stuff so that maybe now you can be able to attend maybe it's a meeting that you want to attend before you get that baggage. Yeah. So all those expenses you just show it as the receipts then you will assist you with the with the reimbursement of the same. Okay. So something going good shopping. Yes. In a new country. Yes. Can you treat themselves by new by new clothes and then you will get compensated just share with us the receipts. Another thing is people should also understand that sometimes when a luggage delays for more than 20s it's considered it's now transformed delayed to loss. Okay. And then now insurance company will compensate with the the full amount for the luggage. Wow. Yes. So 21 days is the year for a delayed baggage. From there it's considered a lost luggage. Yes. Any advice on reading policy documents from your side? Yeah definitely. Do people actually read the documents? Very few read the policies and my advice would be probably engage your lawyer to interpret the jagone sometimes in their travel insurance documents. It would be difficult to understand everything just as a traveler so my real advice would be engaging a lawyer. Okay. Because apparently travel broadens the mind but if you don't read the fine print then you're going to empty your wallet right. Okay. Yeah. Moving away so I just want to say that when you go on your holiday instead of just taking passport policy documents and your power bank what is the one other thing that you always make sure you have? What do you as Sunny? Yeah. Make sure you have with you. Regardless of where you go. Money. Money. Yes. That's a good one. Yes. Right. Yeah. I think you are supposed to have enough money. Uh-huh. Because it's also a safe case of uncertainties in the new country. And then you are stuck there. And you believe in cash or card? Card is better. Card is okay. It's just so safe. Yeah. Rather than, yeah. Okay. Can get stolen. Maybe you carry cash. Yes sir? Myself it's locally I would say a bottle of water and when going abroad I have to have an empty suitcase so that when coming back I'm able to stuff all the new items are bought. Wow. What sorts of things do you buy? From clothes, mainly clothes, shoes and probably a few others. Just for yourself or for myself, for my friends, for also my team. Yeah. Okay. Yeah. Do you need friends or do you have any vacancies? I'll be in touch. Yeah. I guess maybe one of the other things that happens a lot when you're traveling is scams. Right. I once got into a weird scam at an airport in a taxi and ended up in a hotel that you know I had not intended to. Luckily I was part of a group and we got through it. Right. Have you experienced yourself or through your clients any scams where people have been left stranded in a place they're not comfortable with? Yes, definitely. I know when you're in a in a new country there is high risk that you encounter those scams so maybe my advice you would be people should be very careful and ensure that you have like some an organized trip whereby maybe when you land to that new country you have someone to pick you up 'cause in the event that anybody in a random taxi you might end up in the wrong ads and maybe in the process we'll be stalling maybe all your properties. So you should be very careful. Yeah. Okay. But have you had any not you've been okay? Yes. Not yet. You don't have any clients who've been yeah, taken into a scam or yes. They've been okay. No, no. Oh, good. Yes. You're soft for anything any of your clients? Personally, I've never gotten scammed or you guys are really smart. My gosh. Any of our clients but I would say it's thanks to the association we have I belong to an association known as two operator society of Kenya. Okay. Where we have come together as different two operators. Uh-huh. Just to compare notes. If I want to travel to say a new country I've never been to they somebody has gone so we compare a lot of notes but definitely we have we call them rogue two operators including here in Kenya. We have a few rotten tomatoes. Yeah. And we have experienced queries we have come to Kenya and after landing in JKI nobody's there to pick them or they are not even able to reach the two company they say that they booked with. For sure. Yeah. And that can have such a big reputational risk isn't it? Yeah. It makes us look so wow. So I went to Bali last year and I went to a place called the monkey temple. Have you heard of it? So it's a temple where there's just monkeys everywhere and we'd been warned so we didn't really have much but the monkeys came and grabbed my glasses right and he took it and he bent it and obviously we went round and you're meant to bargain with the monkeys using bananas and so I did get my glasses back but there's no in which I could have won them. Like they were by the end of it lopsided you know would travel insurance cover something like that? Yes definitely. But like would it like I would have to explain that a monkey stole my glasses you know that is an accident or damage to a property. So so part of the benefit that comes along with the travelling insurance. So I didn't I have to admit I didn't have travel insurance but maybe that would have helped me. It is. Yeah. I was very attached to those glasses. So I mean I guess a question more directed at you. I mean is it possible you know how I have my medical insurance covers me for the year? Is it common to get travel insurance that covers you for the year or do people generally take it per trip? Could I get yearly cover? Could it cover local international travel or what do you advise? Okay for those frequent travelers it is advised that they can have a conversation with insurance companies they get that unknown cover for travel. That way we'll save a lot in terms of costs and also it's also more convenient. Yeah yes. Instead of every time you want to travel. Yes. You seek a new a new travel cover. So part one cannot. And value for money wise does that make sense? Definitely it is cost effective. Okay. When you get an unknown cover then now get in those individual covers every time that you are travelling. Any thoughts on that? Mostly what I've observed people usually take covers per trip. Okay. Probably because it's because it's cheaper. Yeah. And also it depends on the amount of travel you're taking within a year. That's true. Because in case you're only travelling stay twice in a year it would be expensive to take for the whole year. The most popular one I've observed is people taking the insurance per trip. And what about those who travel for work? How does that work? So corporate. So I travel for Zamar because of my work requires me to am I covered or are those okay what I know for corporate? Most corporates they will acquire a travel cover for their staffs. Mostly like for those frequent travellers you'll find that the corporate institutions they have an arrangement that covers most of those frequent travellers. So any time they are travelling you find that they are all catered. Okay. Yes. So there is a layer of cover. Yeah, definitely. Yeah. But when someone is maybe travelling for his or maybe activities or maybe that's what it is they can take their own. And I guess these days no conversation is complete without talking about Gen Z's right? Or the changes in generation. I use seeing a change in the way the different generations look at travel and where people are willing to spend money or less willing to spend money. Is there a shift? I mean we can even park travel insurance from now but I guess more from a travel perspective. Yeah so from the travel perspective we have different edges and Gen Z's currently are looking at their trips mainly. They want to live in the morning, go to Nywasha on Anuki, be back the same day. Yeah. Probably because of their amount involved in a dead trip. For the millennials you'll find they enjoy maybe two nights, three nights because they have more time and they're spending power. And also Gen Z's prefer visiting in groups because you are able to share costs when it comes to transport and accommodation. And I would say the Gen Z's and the millennials especially in Kenya have really lifted the domestic tourism in Kenya and it's it's top. I'd say our clients about 85% are local clients and we are still in good business. As compared to the older days where they only thought that they travelized the international client so they have definitely been a shift. So we've seen a massive shift. And do you see a shift in the risk appetite like our Gen Z is willing to take more risk or go to riskier play or do riskier things? Yeah definitely Gen Z's will do riskier things in the trips. Most of them probably are doing more hikes compared to the other generation. So they want to do hikes. The millennials also good in doing hikes like going to Mount Kenya. But for the Gen Z's even the way we do Shiree alcohol is involved also when you come to travel. So they are dancing and sometimes it can get nasty and the riskier as well. Yeah. All right. And I use a shift in I guess insurance uptake and what people, what preferences are across the generations? Actually I know the entrance of Gen Z's generation. I see more uptake of the travel insurance. Oh really? Yeah because the the Amoean Ajatek they like and attainment not like the previous generations. The previous generation just follows the Gen Z. I think that's what I give it. So I know with the more of advertisement of the same I'm sure in the near future there will be more intake of the travel insurance especially for the Gen Z's. Yeah because they have that energy they want to go places. So I'm sure maybe the ships in the near future will be. We are counting on the Gen Z's. So when it comes to the associations like the one I belong to operator society of Kenya mainly insurance is looked at our way to give our companies credibility because of their international clients due to the challenge of international clients having to book and being frauded. So it protects those companies in the association so that a client will not shy away from booking with all two companies in that association. We also have other association stills for instance the Kato Kenya association of two operators they also have a scheme and an insurance where in case one of their tourists is frauded when coming to Kenya the trip will still happen. But to be honest when it comes to the local market we're still much awareness that is needed to do because locally we are looking at competition in terms of costs and also how much the cost of the insurance will make the decision whether we take the insurance or not. So locally it's like very green we are still very green. But I guess when people book with you do you engage or do you have the discussion about travel insurance with them? Honestly that's not a discussion we normally have with our clients just looking at the best deal. Okay so clients are just looking for the best deal. They're just looking for the best deal. So awareness needs to be created. A lot of awareness needs to be created. I would like to talk about the cost because at the end of the day yes the biggest thing right? Yeah even that it's also one of the factors that is the mind the optic of the travel cover. So travel is cheap there is that notion that insurance is too way expensive and that's why most people do not protect you out of insurance cover but what I can assure the public is that traveling insurance is very cheap can get travel cover for less than 10,000 when you're traveling abroad actually even 5,000. And it's meaningful cover? Yes it will have all the aspects that are like what would it cover? Medical expenses, trip, consolation, loss of your luggage okay and even exeterate or even prominent disability. It is standard but it's very cheap. Okay yeah people should not have that notion that insurance is expensive. It will depend on the number of days that you're going abroad. So maybe like you're going to Europe you'll find that maybe for four weeks I mean finally it's even less than 5,000. Wow. And I'm guessing there's limits. Yeah there are limits. Yeah there are limits in each cotton curry. Okay. Yeah so different insurance companies will give different rates. Okay. But when you come you acquire the travel through Zamara we will be able to negotiate for the best rates. Okay. Yeah so that in case of anything you are catered for. Local travel covers are we much cheaper than covers for abroad. Yeah yeah international covers. But one thing people should understand is that they're also exclusions like for medical travel only caters for emergency medical expenses. Not for those pre-existing conditions. So I can't go into my teeth. So maybe you are for maybe cancer. When you get there you want treatment for cancer. All those chronic diseases. So people should understand this is just for the emergency medical expense of that too in car while you are on your trip. Okay. I am going to invite my guests to give some closing remarks. But before I do I just sort of say life is unpredictable. Right. I remember we had an engagement ceremony here many many many years ago and there was an ash cloud from a volcano in Iceland that stopped a lot of our guests from flying here. That's something we had never heard about. Right. But more than that is we've all lived through a pandemic. Right. People ended up being stuck in other countries or in quarantine. So I think the one thing we know for sure is life is unpredictable. How do we put in safeguards? We don't need to stop traveling because I think travel brings us a lot. All of us and we'll continue to do so. So now I want some closing remarks from my guests are people. Also, all the people to travel traveling is interesting. You become wiser and it definitely exposes you to new ideas. And as we are talking today matters insurance. Travelling also comes with its own risks and challenges and you can lose your items. It can be a broken bug. It can be a delayed flight. So we definitely need to also consider doing the travel insurance anytime we are traveling. Thank you very much. And sorry, where are you going to travel to in the next year with your travel insurance in place? In the next year we are definitely going to travel different places from Egypt, to Jordan, Cape Town, Asia. Wow. And you're going to go? Yeah, I'm going to go. Wow. Hey, lucky. Yeah. Sami, travel is fun. I would encourage people to travel because with travel comes along also exchange of knowledge. You learn so many things. But what I would urge people is to show that they are covered every time they travel. And with that where are you going to be traveling to? I swear to travel to America. Oh wow. It's the land of opportunities. Wow. And also the land of risk these days. Definitely. Okay, so make sure you have your insurance backup with me. Awesome. Thank you very much. Thank you for joining us.