A sound choice for you and your customer’s travel insurance coverage

A sound choice for you and your customer’s

travel insurance coverage.

When you or your guests have When you or your guests have detailed questions, refer to our detailed questions, refer to our

World Service Center:World Service Center:

1.888.409.77491.888.409.7749Refer to product # 008085Refer to product # 008085

Service StandardsService Standards

• Industry Leader• AIG Travel Guard 800 number for guests and

reservations staff• All calls answered within 30 seconds• 24 hours a day, 7 days a week• Personal AIG Travel Guard representative

– Product and sales training, ongoing support– 1 contact for all your AIG Travel Guard needs

• 24 Hour Claims Handling…

Service Standards Service Standards - Claims- Claims

The guest contacts AIG Travel Guard directly to begin a claim.

Claims are initiated on the first phone call All claims checks mailed within 24 hours of receipt

of final documentation 90% of all claims paid within 14 days “The Fairness Principle”

Why Sell Vacation Why Sell Vacation Protection Plan?Protection Plan?

Coverage for your guests Coverage for your business Customized program for your industry

Vacation Rental Protection Vacation Rental Protection Plan CoveragesPlan Coverages

• Trip Cancellation/Interruption Rental Cost ($100,000 Max)

• Trip Delay $400• Baggage Delay $400• Medical Expense $25,000• Emergency Medical Transportation $500,000• AIG Travel Assist Included

Vacation Rental Protection Plan Program Coverage Limits

Trip Cancellation & Trip Cancellation & InterruptionInterruption

Reimburses for forfeited, non-refundable, and unused payments or deposits if due to:

• Sickness, injury, or death of the Insured, a Traveling Companion or Family Member.

• Other unforeseeable circumstances…– Weather– Named Hurricane (subject to policy terms and conditions)– Insured’s residence or destination made uninhabitable (fire, flood, etc.) – Military (leave revoked or reassigned within 30 days of departure)– Termination of employment/layoff (5 yrs with same employer)– Transfer of over 250 miles required by employer– Terrorist incident in a city on the insured’s itinerary (30 days)– Subpoena, jury duty, hijacking, or quarantine– Traffic accident en route to departure– An organized labor strike

Travel DelayTravel Delay

Reimburses up to $100 per day (up to the $400 limit of coverage) for reasonable additional expenses if delayed for 12 hours due to…

– Carrier delay such as mechanical difficulties or weather.

– Lost passport or travel documents.– Natural disaster.– Injury or sickness of Insured or a Traveling

Companion.

Baggage DelayBaggage Delay

Reimburses up to $100.00 per day (up to $400) for the purchase of essential items if bags are delayed for more than 12 hours

Medical ExpenseMedical Expense

• No daily limit or deductibles• Pays for doctor, hospital, ambulance

services, and prescription medication.- Initial treatment must be received during

trip. We will pay for covered expenses up to one year from date of injury/sickness.

• Pays for emergency dental expenses during trip only.

Emergency Medical Emergency Medical TransportationTransportation

• Evacuation to nearest adequate medical facility.

• Transportation of remains upon death.

* This is a brief outline of coverage, please refer to the Description of Coverage.

AIG Travel AssistAIG Travel AssistThis is a service benefit….

• Advancement of funds to cover on-site medical expenses.

• Telephone interpretation services in major languages.

• Assistance to locate local physicians, dentists, or medical facilities.

• Professionals will monitor the Insured’s condition and contact their personal physician and/or family.

• Evacuation to a hospital, treatment facility, or back home.

• 24-hour emergency hotline.

General InformationGeneral Information• Plan Cost - 7% of the total booking cost.

• This is on a per booking basis

• The booking cost includes taxes, fees, etc.

• Policies must be purchased 30 days prior to arrival or by final payment, whichever comes first.

• New reservations to arrive within 30 days, may purchase the insurance at the time of booking.

• It is important that guests purchase their plan within 14 days of making their initial deposit.

• *Pre-existing medical conditions exclusion waiver

General InformationGeneral Information

• Who can purchase?• Residents of the US

• When does the plan go into effect?• 12:01 am following purchase • The policy is in effect when the guest pays you, not

when you send the payment to us• Can a guest get a refund?

• Refund is available up to 10 days after purchase.• Does the guest have to insure all trip costs?

• Yes

Quoting the InsuranceQuoting the Insurance

There are two basic methods of quoting…

• Opt-In: “Your total is $1,000, we highly recommend that you include travel insurance for $70, would you like me to add that for you?”

• Opt-Out: “Your total is $1,070 with travel insurance included would you like me to go ahead and make that booking?”

Quoting the InsuranceQuoting the Insurance

Opt-out: 3 general responses from the guest…

• “Ok, go ahead with the booking.” • Complete the transaction, distribute DOC.

• “I don’t want the insurance, can we remove it?” • Walk away OR save the sale?• Make sure the guest knows he can purchase later.

• “I’m not sure if I want travel insurance?” • Sell it OR distribute info?

*Always advise the guest to call AIG Travel Guard with questions.

Selling TechniquesSelling Techniques

• Offer insurance with every booking.• Document if the guest does not want to purchase the

travel insurance coverage.• Use testimonials or travel mishaps from other

customers.• Stress the value of adequate insurance coverage.

• Remind guests of their cancellation penalties

Overcoming Common Overcoming Common ObjectionsObjections

• I’m going on this trip no matter what.• Even if a family member falls ill?• Even if a hurricane or snowstorm closes the airport?

• I haven’t experienced problems in the past.• Insurance is for what could happen in the future, not

what may or may not have already happened.

• I already have coverage.• Maybe medical through their employer, maybe fraud

protection with their credit card; but their vacation investment is not covered.

Commonly Asked QuestionsCommonly Asked Questions

• Your guests flight is delayed by one day due to an ice storm. As a result, they incurred additional lodging and meal expenses. Would they be covered?

– Yes. If the trip is delayed for more than 12 hours, AIG Travel Guard would pay for reasonable additional expense until travel becomes possible. ($100 maximum per day per booking)

• A hurricane hits and there is a mandatory evacuation. How is this covered?

– If the guest's destination is made uninhabitable or inaccessible, in accordance with the Description of Coverage, the guest is covered.

• If a mandatory evacuation is ordered, the destination has been deemed uninhabitable.

• If a mandatory evacuation is ordered during the guest's stay, he can call AIG Travel Guard (888-409-7749;) we can help coordinate emergency travel arrangements.

– For a guest to have coverage for a specific hurricane, the insurance must be in effect prior to the storm being named a hurricane.

• Remember, a policy goes into effect at 12:01 a.m. the day following the purchase.


• Your guest suffers a fall and fractures her ankle during her trip. She has no other medical insurance, and her bill is $700. Is your guest covered?– Yes. There are no daily limits and no deductibles on the

medical coverage, and your guest is eligible for expenses up to one year from date of injury.

• What if your guest is on her trip, needs medical care and doesn’t know what to do? Who should she call?– There are toll-free and direct phone numbers on each

Description of Coverage provided to your guests once they purchase insurance. These numbers put your guests in contact with AIG Travel Assist, who will coordinate any needs they have.


• What is the pre-existing condition exclusion?

– If the guest purchases the coverage within 14 days of making his initial deposit, he is covered for pre-existing conditions.

– If the guest does not purchase within 14 days, we will not pay for loss or expense incurred as the result of Injury or Sickness of an Insured or Family Member which manifests itself during the 60 days immediately preceding and including the Effective Date, unless the condition is controlled through the taking of prescription drugs or medication and remains controlled throughout the 60 day period.

• A sickness has manifested itself when: (a) medical care or treatment has been given; or (b) there exist symptoms, which would cause a reasonableprudent person to seek diagnosis, care, or treatment.


• What are the limitations for death reasons for cancellations within the family?– Death is unforeseen, please refer to Description of

Coverage for definition of Immediate Family Member.

• When is the last day a guest can purchase travel insurance?– The insurance must be purchased by your guests no

later than 30 days prior to arrival or final payment, whichever comes first.

*Exception: If a guest calls makes a booking and is scheduled to arrive within 30 days, the guest can purchase with his initial deposit only.


• How does a guest file a claim?– If your guest has a claim, they simply call AIG Travel Guard’s toll

free number 1-888-409-7749.

• How long does it take for a claim to be processed?– If all of the documentation is in, 24 hours.

• Who does a guest call with coverage questions?– AIG Travel Guard (888.409.7749)– Dedicated phone line for the Vacation Rental Protection Plan. – One toll free number for all AIG Travel Guard needs.

*Questions


What is SecurityDepositProtector™?

• Coverage for you and your guests in lieu of a credit card authorization or refundable damage deposit.

• When this program is elected, it provides up to $1,500 of coverage from unintentional or pet damage to the property and its contents. – subject to policy terms and conditions.

• Makes a great complement to AIG Travel Guard’s Vacation Rental Protection Plan.

What is the added value to the guest?

• Your guests no longer need to worry about how much or when their security deposit will be returned. – Or if their credit card will be charged.

• Your guests are not required to write a check or charge their credit card to cover a security deposit.

• Oftentimes, having to write a check or tie up their credit card with a security deposit can force potential guests to change their vacation plans.

What about the rental manager?

• Reduced Administration…– No more collecting, managing, and refunding security

deposits– No more confronting guests about damages– No more contested credit card charges

• Increased Revenue…– Reimbursement for repairs to accidental damages– Time is Money

• Include the Security Deposit Protector plan with each booking.

• Offer the coverage as an alternative to a damage deposit.

• Offer the coverage as a way to ensure that the guest is refunded their security deposit.

SellingSellingTechniquesTechniques

• Document & repair the damage– Take photographs of the damage.– Save receipts/invoices for replacement or repair.

• Complete & submit a claim form – Claim form: Which booking had the damage, short

explanation of damage, who reported the damage (guest, housekeeping, unit inspector,) explanation of corrective action taken, signature.

– Mail or email the completed form and necessary documentation to file a claim for reimbursement.

• If damage cannot be repaired immediately, submit a claim form ASAP and submit invoices and receipts for reimbursement at a later date (within 60 days.)

ClaimsClaims

• Who is covered on the plan?– All registered guests on a rental that purchased an SDP policy.

• When must premium be paid by?– Plan can be purchased up until or at check-in.

• Is pet damage covered?– Yes

• What is not covered?– Damage due to: natural disasters, intentional acts, gross negligence, normal

wear & tear, and theft (unless claim is accompanied by a valid police report.)• see plan Description of Coverage for full terms and conditions.

• What is the maximum stay length that can be covered?– Up to 180 days (about 6 months.)

• Questions?

FAQFAQ

Thank YouThank YouKristin Jankowski

Property Management1-800-826-7791 ext [email protected]

This is a brief description of the insurance benefits and travel services provided. Insurance is underwritten by National Union Fire Insurance Company of Pittsburgh, Pa., a Pennsylvania Insurance Company (NAIC #19445) and a subsidiary of American International Group, Inc., with its principal place of business at 70 Pine Street, New York, NY 10270, currently authorized to transact business in all states and the District of Columbia. The Policy will contain reductions, limitations, exclusions and termination provisions. All coverages may not be available in all states. Non-insurance services are provided by AIG Travel Assist.

Documents

A sound choice for you and your customer’s travel insurance coverage