Trawick International

Trawick International emerges as an anomaly in the travel insurance space, which is dominated by large corporations. Since 1998, this independent, full-service travel insurance provider has carved a niche through its exceptional offerings and operational ethos.

The firm provides a wide range of comprehensive international insurance products and services for today’s globally mobile world, including travel insurance. These offerings are tailored to fulfill the needs of various travelers, encompassing globe-trotting tourists, enterprising students, business travelers, expats, international organizations, and more. Trawick International’s product suite extends beyond conventional coverage; it includes custom-designed plans that offer trip protection and coverage for travel delays and cancellations, trip cancellations, emergency medical, and much more.

Such versatility in services underscores the firm's commitment to catering to the nuanced demands of modern travelers.

Trawick International has cultivated a customer-centric culture within its operations by virtue of its agility and innovative prowess. The company swiftly adapts to the travel industry's dynamic trends and evolving preferences- -a trait that manifests in its investments in technological advancements. This strategic approach has helped the firm surpass many large corporations regarding capability and service delivery.

Acknowledging its unique market position, Daryl Trawick, the founder and president of the company, states, “We are one of the few independent companies remaining in the travel insurance space. There are ebbs and flows to the market, but our agility better positions us to respond to them effectively.” His words encapsulate the essence of Trawick International's ethos—a blend of independence, adaptability, and a deep understanding of the travel insurance domain.

Comprehensive and Personalized Insurance

Global travelers are provided with a wide range of customized insurance solutions, including global travel insurance, travel medical insurance, and trip insurance with cancelation coverage. Meticulously designed, each plan provides travelers access to protection and coverage essentials for a seamless and secure travel experience.

The insurance policies cater to various travelers, including U.S. citizens traveling domestically or internationally and non-U.S. citizens traveling to the U.S. or to other countries. Plans can be customized to include benefits such as hospital stays, emergency evacuation and flight insurance. Offerings extend to diverse products, such as international life insurance and disability coverage and even international property risk protection.

Trawick International recently introduced international private medical insurance (IPMI) for individuals living abroad or seeking global coverage. It also achieved a significant milestone by successfully obtaining all necessary licensing, which allows it to claim administration authority as a third-party administrator in all 50 states. It was the culmination of a multi-year journey that began in 2015, when the team set a goal of establishing its own claims administration entity. This achievement has given it substantial control over its ability to provide timely customer service. It also strives to take a step forward with respect to providing parametric insurance solutions that meet customers' expectations and requirements.

Trawick International originally provided insurance for international students, both within and outside of the U.S. It expanded into travel medical insurance that dealt with medical risks associated with international travel, with the trip cancelation coverage added later. Today, the firm’s insurance portfolio serves as a comprehensive hub for distributors, providing a single point of access to various products and enabling them to effectively meet customers' needs. Trawick International recognizes the need for customization, providing a range of insurance limits, coverage options and supplementary benefits that align with individual preferences.

Insurance requirements vary significantly due to client choices and age-related factors. While young travelers may prioritize affordability, older generations, who are typically financially stable, prefer comprehensive coverage with the flexibility to assume some risk.

The evolution of Trawick International’s products demonstrates its role as more than just a travel insurance company. Its core expertise is global risk, showcasing its understanding of the complex and ever-changing demands of individuals and companies on the move.

Creating a New and Better Customer Experience

The true litmus test of customer-centricity and operational efficiency lies in the quality of customer service. This important feature not only determines a traveler's experience but also creates the framework for future, successful engagements.

Encapsulating Trawick International’s mission to reinvent the customer journey, Trawick adds, “We're working aggressively to create a new and better customer experience. This vision is at the forefront of everything we do.”

He firmly believes that a customer-centric operational strategy necessitates adapting and investing in emerging technologies— an area where larger corporations often exhibit a slower pace of implementation. For instance, there are businesses today that still rely on DOS-based legacy systems, resulting in considerable inefficiencies when processing claims and assisting customers.

Trawick and his team have consistently ensured that the firm always maintains a leading position in this regard. It has made significant investments and embraced contemporary technologies to improve operational efficiency.

For instance, it invested in developing a third-party administrator (TPA) system and recruiting and training personnel. Trawick believes this multi-million dollar initiative will yield significant dividends in the long run, laying the foundation for improved customer service and future service expansion and technology breakthroughs.

A customer-centric operational approach can be attributed in part to Trawick’s previous role as a national sales director in a major corporation, where he was responsible for generating 75 percent of their new business. Fueled by this experience and his passion for meeting and helping people worldwide, he embarked on his entrepreneurial journey and sowed the seeds for Trawick International. Initially operating from a home office, Trawick would call prospects every day, starting on the East Coast and systematically worked his way through to the West Coast, engaging colleges and universities to discuss international student insurance offerings.

Student insurance offerings slowly evolved over the years and manifested into Trawick International's provision of round-the-clock services. This dedication proves invaluable for travelersfacing last-minute changes in plans. Challenges associated with scenarios like the need to update documentation to align with a specific country's entry requirements are now a thing of the past for customers. Documents are swiftly updated and coverage modified to suit travel needs, ensuring a seamless and stress-free experience. Immediate online policy issues and personalized ID cards are offered, and customers can easily reach a customer care representative via email, phone, live chat, or text, 24 hours a day, seven days a week.

“The frontline of customer service is not just a department; it's a window to the latest developments in the industry," says Trawick.

Archetype of Resilience and Adaptability

Managing a sudden surge in inquiries and claims becomes complex during disruptive events. The ratio of customers contacting available call centers is often disproportionate, resulting in an overwhelming workload for claims processing staff.

For instance, the COVID-19 pandemic presented significant bottlenecks for the travel insurance industry as many carriers faced the dilemma of whether to provide coverage for pandemicrelated issues. While the industry's response was divided, Trawick International collaborated with its carriers and promptly declared COVID-19 coverage in its plans, treating it like any other medical condition. The pandemic marked a transformative point in its history. Distribution networks were engaged to ensure customers had access to critical information. Remarkably, they remained loyal to the firm despite the unprecedented challenges.

At the same time, several countries introduced specific quarantine measures that were not standard features in available insurance products. One such country was Costa Rica, which emerged as a highly sought-after destination and experienced a surge in popularity among travelers.

"The frontline of customer service is not just a department; it's a window to the latest developments in the industry"

Trawick International’s response was to release tailored products into the marketplace within a mere eight days. Notably, it was the only North American company to provide such coverage from the outset. As word of its quick response spread, conversations about it were prevalent in blogs and forums, heightening its profile and leading to growth. This evocative case serves as a prime example of Trawick International’s agility and commitment to meeting its customer’s evolving needs.

Fostering a Culture of Innovation

A management team brings a wealth of experience to the table, with experience that spans diverse domains. Senior executives typically have a minimum of 15 years of experience in their respective fields, with many exceeding 40 years. The addition of new team members, from other sectors, empowers the firm with a blend of fresh perspectives, bolstering operational capabilities.

"Our team consists of passionate professionals who are engaged in what they do and genuinely care about the customer. We want to be able to address the challenges and take care of customers," says Trawick.

While onboarding new employees, strong emphasis is placed on organizational culture. Individuals are recruited for their passion and engagement level, which fosters an environment that empowers them to make well-informed decisions, ensuring quality customer service.

"We create an environment where every voice is valued and heard,” states Trawick.

A collaborative environment enables individuals to brainstorm ideas to generate innovative solutions. An example of this commitment to creativity is Trawick Innovation Labs. Under this initiative, the organization is divided into multiple distinct teams, with each comprising six to eight members tasked with generating novel ideas to drive growth and development, encouraging healthy competition.

By design, these teams are led by individuals outside of senior management, a strategy that fosters greater creativity and collaboration across the workforce. Team members are selected from different domains, encouraging cross-functional interactions and cultivating relationships among individuals who may not typically collaborate. The generated ideas are evaluated by external panels of judges, who select the most promising ones. The innovations that merit implementation are rolled out organization wide, with the overarching goal of enhancing the experience for valued customers.

With a skilled, passionate and dedicated team, Trawick International envisions addressing the two fundamental expectations of any traveler—prompt and accurate responses. To achieve that, it heavily invests in the latest technologies. Within the changing landscape of travel insurance, one characterized by increasing customer expectations, Trawick asserts that merely providing financial compensation for a loss will no longer suffice. Travel insurance firms must embrace technology and improve customer experience to ensure their services are accessible and responsive at all times.

“We envision a future where customers can reach out to us from anywhere in the world. They are going to expect prompt and real-time service, and Trawick International will step up and meet their needs,” concludes Trawick.