I discovered the importance of having a good travel insurance agent on an icy slope in the Swiss Alps. My painful accident happened in a split second, but it took more than two years for me to learn my lesson.

I’m an experienced skier, but I seriously misjudged my first run of the season at Arosa, a resort in the picturesque Graubünden region. I slipped on a patch of ice buried under a dusting of fresh snow, faceplanted, and couldn’t get up.

The next 48 hours were a blur. I remember a helicopter, and a doctor jumping out and asking me if I could still feel my legs. Lots of painkillers. And a horrifying diagnosis: A broken pelvis and three broken ribs.

At the end of my stay in the hospital, a young man from the accounting department appeared at my bedside and asked for my insurance information. I also remember calling GeoBlue, my travel medical insurance provider, to let them know where I was and that the hospital would be contacting them soon.

I was on crutches for a few weeks, and I hobbled around for the next five months. Paracetamol was my best friend. I focused on getting better and assumed that between the guy from accounting and my call to GeoBlue, everything was settled.

It was not. 

More than two years later, the hospital sent me a bill for $14,543. GeoBlue refused to pay the claim because it said that I waited too long.

How can an agent help you with your travel insurance purchase

“Travel insurance isn’t a small decision for a big trip,” says James Nuttall, vice president of operations at Insubuy. “It makes sense to consult with an expert.”

Whether you’re working with an insurance agent for travel medical insurance or a travel advisor for trip insurance, an expert can guide you in several key ways:

• An agent can find the right policy for you. When you’re working with an agent, you get personalized recommendations, experts say. “If you’re using a travel advisor, they’re in the unique position of understanding what you’ll need for your trip,” explains Daniel Durazo, a spokesman for Allianz Partners USA. “The right travel insurance policy should match up with the important needs of those traveling and should include the coverage and benefits best suited for their itinerary.”

• An agent can help you understand your coverage. Travel insurance can sometimes be confusing. An agent can translate. “Travel advisors stay updated on the latest coverage options and partner with innovative providers,” says Jennifer Grawey, head of business development, at Faye Travel Insurance. “They can offer support and peace of mind to travelers.” And by “peace of mind” she means knowing you’re covered.

• An agent can advocate for you. Perhaps the most important — and often overlooked — benefit of working with an agent is that they can help you when things go wrong. “You’re adding another advocate for yourself, without adding any additional cost,” says Jill Fox, a travel advisor. “It’s a no-brainer.” This is particularly helpful when you have a complicated claim — or one that seems hopeless.

Of course, you can buy travel insurance directly, and you might end up with a great policy. But purchasing one through an expert — either a travel agent or an insurance agent — adds an important benefit.

“While it’s possible to buy travel insurance on your own, a travel advisor can help you find the best product for your specific itinerary and feel confident that your travel investment is protected,” says Robert Gallagher, president of the US Travel Insurance Association. “When it comes time to file a claim, they can also help tremendously with documentation.” 

It’s important to distinguish between insurance agents and travel agents, notes Louise Norris, a health policy analyst for healthinsurance.org. “Insurance agents are licensed by the insurance department of any state in which they sell coverage,” she says. “Travel agents are subject to different registration requirements that vary by state.” She says some travel agents offer travel insurance as part of the packages they provide, but they may not be as well-versed in the nuances of the insurance coverage provisions as a licensed insurance agent would be. 

But the bottom line, according to experts, is that having any agent can really help.

“Buying travel insurance through an agent ensures travelers don’t miss critical details, like understanding medical exclusions or knowing which parts of their trip costs should be covered,” says Nicole Perreault, chief operating officer of AXA Partners US.

How does an agent advocate for you?

I asked Stephanie Goldberg-Glazer, a travel advisor with Live Well, Travel Often, to run through the list of things she does for her clients if they have to file a claim.

“We walk them through the entire claims process, beginning to end,” she explains. “So, when the claim is initially filed, we gather all of the paperwork, and help them navigate through exactly what is required by the claim analysts.”

But it doesn’t end there. While most travel insurance claims are paid quickly, some drag on. That’s where the Live Well, Travel Often team comes in.

“We follow up with the analysts throughout the process, until the claim is resolved,” she says.

Note: Some travel advisors don’t offer this service, so it’s worth asking before you hire a travel advisor. If they say “yes,” it may be worth giving them your business.

Rachel Wagner used an agent to buy her travel insurance policy for a recent transatlantic cruise. Her husband contracted COVID and pneumonia and spent three days in the ship’s medical center and another two weeks in the hospital.

Her adviser held her hand through the entire experience, explaining the claims process and guiding her through the steps.

“Ours was a complicated claim and I’m so thankful that we didn’t have to wade through this daunting process alone,” says Wagner, a consultant from Bixby, Okla.

Lucky her. But could an agent rescue me from a $14,543 bill? 

Here’s how my agent saved me 

I wasn’t surprised by GeoBlue’s denial of my claim. Most major insurance companies give you 12 months from the date of service to file your paperwork. But these were special circumstances. It turns out the hospital had obtained a guarantee of payment from GeoBlue, but instead of following through, it decided to bill me two years later.

Worse, the hospital had sent me a bill that claimed this was their second notice and had already applied some late fees. But it was the first notice I had received. After getting a rejection from GeoBlue, I called the company to inquire about an appeal. A representative walked me through the steps in a phone call but didn’t give me much hope. Too much time had elapsed.

Still, I filed an appeal, in which I carefully explained what happened. I hoped GeoBlue would grant an exception to its 12-month limit on filing claims. I honestly believed that the hospital was working directly with my insurance company. Looking back, that was a mistake. I should have called the insurance company after my discharge to ensure that they were actively working on my claim. Nothing is automatic.

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A few weeks later, I got a random email from my insurance agent, Joe Cronin at International Citizens Insurance, asking how I was doing. Joe hadn’t sold me the GeoBlue policy, but he helped me find my current travel medical policy. I mentioned that I was having trouble with a medical claim.

An unexpected resolution

Two weeks later, a senior claims adjuster at GeoBlue called me. They had heard from Cronin, found my appeal, listened to the phone calls and reviewed the paperwork — and decided to pay the claim in full.

It’s unclear if GeoBlue would have eventually considered my appeal, but I know that Cronin’s advocacy on my behalf gave the insurance company a little nudge. 

“An agent is there to advocate for you in emergencies and to navigate some of the more complicated processes involved in a claim,” Cronin explained. “This is a big part of our value.”

I’m forever grateful for that. And I’m also grateful that GeoBlue decided to honor my claim.

So my lesson, two years in the making, is this: Choose your insurance agent as carefully as you would your policy. Good agents won’t just help you select the right policy for you. They’ll also ensure your claim gets the attention it deserves. 

✋ Your turn

Have you ever struggled to get a travel insurance claim paid? Did an agent help — or were you left on your own? Share your experience.

FAQ’s

Pro tip: If you’re doing something exotic — like technical diving, mountain climbing, or um, skiing — an agent is a must, says Mark Whitman, an insurance specialist with Rise & Shield. “If your trip includes altitude, reefs, or any other potential curveballs, talk to an expert,” he advises. “Get a policy designed for your idea of fun — before you end up facing a claim no one saw coming.”

Key takeaways

• Travel insurance claims can be denied if you miss filing deadlines — even if you were seriously injured.
• Having a knowledgeable agent or advisor can dramatically improve your chances of navigating a complex claim successfully.
• Don’t assume hospitals or providers will coordinate directly with your insurer. Always follow up.
• A good agent doesn’t just sell you a policy — they advocate for you when things go wrong.
• Even if a claim seems lost, an agent’s intervention may be the push that gets it approved.