Free Spirit

For travellers of any age with medical conditions.

Travel Plus

Travel Insurance that gives you more.

Adventures

For hazardous activities while overseas.

Longstay & Backpacker

For all types of extended trips.

Top Up My Cancellation Cover

Up to £50,000 additional cancellation cover.

High Value Cancellation Cover

Cover for ultra high net worth travel.

Coach Plus

Especially for Coach Trips in the Uk & Europe.

Euro Plus

European motor breakdown cover.

Mission, Vision & Values

Giving travellers the freedom to travel, with confidence.

Our History

Over thirty years providing specialist travel insurance solutions.

Reviews

Happy customers are are the heart of everything we do.

Awards

Our work has been recognised in some prestigious awards.

Our Team

The people who make P J Hayman what it is.

Contact

All P J Hayman Key Contacts and how to get in touch.

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 Artificial Intelligence

Artificial Intelligence (AI) may have crept onto your radar. It has appeared within the media quite frequently. Whether it has the potential to take over your desk neighbour’s job is questionable… It’s a predictive text generator (times a billion) after all!

So, with that in mind, sometimes it is nice to communicate with a human being who displays empathy – when needed – or a witty solution with a charismatic tone of voice, rather than typing a message into a machine, that spurts out lines of text – often recited in monotone! Machines, AI apps, and devices don’t understand tone of voice, they simply state the knowledge that’s requested.

At P J Hayman, we pride ourselves on the knowledge of our team but they’re also often referred to as friendly and empathic by our customers. Recently, someone was so happy with the service that they wanted to hug our teammate, Neil.

You can’t hug a ChatBot but we’ve been thinking – what could AI do to benefit the travel insurance industry? First, let’s look at the different types of AI that can help us while travelling.

How is artificial intelligence being used in the travel industry?

Artificial Intelligence, machine learning and Big Data

As travellers, we wish to make simple but competent decisions about when, where, and how much a trip will cost. Thankfully, the technology is out there to provide the answers. Whether it’s by discovering the latest travel trend that’ll suit our interests. Or, by sourcing the most cost-effective holiday package. There are mathematical and predictive models that can assist. For instance, comparison/travel websites can provide different offers to suit our lifestyles, offline travel agents can use the self-developed algorithms to suggest trips for people – according to their wants/needs.

Innovation and technology are the backbones of the entire operation, providing rigor, efficiency, and speed in all processes’.

ChatGPT

Most travel insurance companies like to share travel advice/tips with travellers such as what to expect in a foreign country and how to plan for the unexpected – before and during a trip. Some insurers have invested in travel apps. The apps can teach us about the risk of fraud and illnesses we may be exposed to but overall, how to travel safely and intelligently. However, ChatGPT has an intelligent way it can help us plan adventures too!

We asked ChatGPT the following:

ChatGPT’s language model provides the AI Powered Assistant with a thorough answer. This is because it’s integrated with many external data solutions (found on the internet), through plugins. As a result, the information we want is provided in real-time.

Recently, Expedia and Kayak added ChatGPT plugins to their websites – what will you be asking?

Bing Chat

Currently, we can use Bing Chat to unearth ideas and suggestions via our desktops and mobiles. Again, this works via an integrated plugin. One plugin perfect for foodies is OpenTable. OpenTable lets you discover and book the best restaurants with the best service. To enhance the experience, use it with the Bing Mobile App while exploring.

ChatGPT and Bing Chat

Soon, everyone will be able to choose “Search with Bing” while using ChatGPT’s chat platform because ChatGPT’s search mode is Bing. With time, we’ll have the most up-to-date information in real-time at our fingertips. All sourced from across the world wide web. Also, the answers we reap from ChatGPT will be backed up by search and web data. This will allow us to save references we may not have used before, while learning more on the go.

The positives of using Artificial intelligence in the travel insurance industry

An insurer can maintain competitive pricing

On a comparison website, your travel insurance policy will sit among competitors, each with their own pricing model. You may be able to see what *GoGoTravel* is quoting compared to *TravelWithFreedom*. However, AI has the power to watch conversions and adjust prices live – in real time, not by a human – when they can – but at any time of day/night when they need to be adjusted to remain competitive.

AI Powered Doctors and Automated Medical Screening Tools

Online medical screening tools can now access individual’s medical conditions within each transaction. In response, the insurer, broker, or aggregator is provided with the risk outcome. In the short term this provides accurate underwriting and in the long term, if a provider sells everyone a policy at the correct price outgoing claim costs should be lower.

Artificial Intelligence is Labour Saving

From a customer services point of view, AI technology has created a number of labour-saving devices to serve customers, such as Chatbots. A Chatbot can talk to you in real time – when you need it – whether you’re in your own home and need a quick quote or, if you’re in another country.

For instance, if you’re off the beaten track and require medical assistance, you could ask an AI Doctor via Mobile or Smart Watch for healthcare advice to relieve stress and discomfort before reaching a hospital.

As we know, the knowledge AI has is huge, so it’ll provide some useful solutions before you see a medic.

The negatives of using Artificial Intelligence in the travel insurance industry

While artificial intelligence (AI) offers numerous benefits to the travel insurance industry, there are also potential negatives to consider. Here are some of the drawbacks associated with the use of AI in this context:

Lack of Human Touch

One of the primary concerns is the potential loss of personalized customer service. AI systems, although capable of automating processes and providing quick responses, may lack the empathy and understanding that human interaction can offer. Some customers may prefer speaking with a real person when dealing with complex or sensitive insurance matters.

Data Privacy and Security

AI relies heavily on data, and the use of customer information in AI systems raises concerns about data privacy and security. Travel insurance involves handling sensitive personal data, including medical history, travel plans, and financial information. If not properly secured, this data could be vulnerable to hacking, breaches, or unauthorized access, leading to privacy concerns and potential misuse of personal information.

Bias and Discrimination

The AI systems are only as good as the data they are trained on, and if the training data contains biases, it can lead to discriminatory outcomes. In the travel insurance industry, this could result in unfair premium calculations or claim denials based on factors such as age, gender, or ethnicity. Addressing bias in AI algorithms is a significant challenge that requires ongoing monitoring and evaluation.

Lack of Transparency

AI algorithms can be complex and difficult to interpret, making it challenging to understand how decisions are made. This lack of transparency can be a concern in the travel insurance industry, as customers may not fully understand why a claim was denied or why a particular premium was assigned. The opacity of AI systems can erode trust and make it difficult for customers to appeal decisions or seek redress.

Limited Contextual Understanding

AI systems excel at processing vast amounts of structured and unstructured data, but they may struggle with nuanced contextual understanding. Travel insurance claims often involve complex scenarios, unique circumstances, or subjective assessments. AI may struggle to accurately interpret such situations, leading to misjudgements, incorrect claim assessments, or suboptimal policy recommendations.

It is important to note that these negatives are not inherent to AI itself but rather potential pitfalls that need to be addressed through careful implementation, ongoing monitoring, and robust regulatory frameworks. Responsible and ethical use of AI can help mitigate these concerns and ensure that the benefits of AI in the travel insurance industry outweigh the negatives.

Will P J Hayman be using AI?

Thoughts from our Business Development Manager

As AI becomes increasingly integrated into everyday applications, such as Shazam on your phone or Bing search in your browser, it is expected that every company will adopt AI in some form. You can experience the power of AI yourself by downloading the Bing AI app and trying it out.

The capabilities of AI are impressive. For instance, the previous response you read, titled “The negatives of using Artificial intelligence in the travel insurance industry,” was entirely generated by AI. However, this message you’re currently reading was written by me (Ben).

In the travel insurance industry, AI is already being utilized, particularly in pricing policies. This technology holds significant potential for PJH, where our schemes, rating, and pricing can be complex due to the unique characteristics of our customers.

Whether AI is implemented with a light touch or deeply integrated into our systems, it is highly likely that PJH will embrace its adoption.

Thoughts from our Customer Services Manager

Integrating AI into PJ Hayman offers numerous advantages, including increased efficiency, 24/7 availability, personalised experiences, and quick information retrieval.

However, it is crucial to balance these advantages with the potential disadvantages, such as the lack of human touch, limited contextual understanding, technical limitations, and data security concerns.

Ultimately, finding the right balance between AI and human involvement is key to delivering exceptional customer service in the travel insurance industry.

Thoughts from our Technical, Compliance & Complaints Manager

I think there is a danger in using advanced AI on websites. For example, the app or websites that predict what you want because you bought holiday or flight online or your current location shows you are in an airport. Giving you quick and easy access to a travel product, without really having to think about it.

How many of us are guilty of just ticking the T&Cs just to get to the next page?

Travel insurance contains certain exclusions, especially when it comes to health and existing medical conditions, that must be read and understood before travelling. So, taking time to read the documents is really important.

We’ve seen many examples recently in the press of travel insurance not being adequate for the customer’s needs due to lack of understanding of the policy and cover, leaving the customer and their families being stranded overseas. Sometimes without assistance and mounting medical bills.

At P J Hayman, we supply our customers with all the information they need to ensure they can make an informed decision on what they are buying, and we do this with clear guidance on our websites and a helpful customer service team.

What are your thoughts on how AI can benefit the travel insurance industry?

Follow P J Hayman on LinkedIn to join the discussion and keep up with up coming travel trends.

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