Agents slammed over travel insurance sales
Consumer watchdog Which? is advising people not to buy travel insurance from travel agents because they failed to follow basic selling procedures.
Only 35% of agents asked medical questions, 19% explained what the policy covered and all failed to explain exclusions.
The findings came from mystery shopper research between January and March which included visits to four branches each of First Choice, Going Places, Thomas Cook, Thomson and 10 independent agencies. Which? also got quotes from the websites of 24 travel agents, banks and insurers.
None of the agents visited followed all three of the correct procedures that should help ensure they sell suitable policies, according to the July issue of Which? magazine. Almost two thirds (17 out of 26) failed to ask about medical histories, Most (21 out of 26) didn’t explain what polices covered and all failed to explain what was not covered.
Which? called on the government to reverse its decision to exclude travel agents from Financial Services Authority regulation for selling travel insurance.
“Don’t buy travel insurance from travel agents,” Which? said. “Not only are their policies generally pricier but we’ve found that they don’t follow basic procedures when selling policies.
“This increases your chance of buying an unsuitable policy which may not give you adequate cover. Our results echo a similar investigation we did in 2003.”
Only Marks & Spencer and Bradford & Bingley followed all the correct procedures for the sale of travel insurance, Which? found.
It concluded that buying travel insurance online was the safest option.
Report by Phil Davies
Phil Davies
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
TAP Air Portugal to operate 29 flights due to strike on December 11
Qatar Airways offers flexible payment options for European travellers
Airlines suspend Madagascar services following unrest and army revolt
Air Mauritius reduces frequencies to Europe and Asia for the holiday season
Major rail disruptions around and in Berlin until early 2026