Find out more about our cruise specific benefits available with Free Spirit and Travel Plus.
Travel Insurance to cover for those people who are travelling solo.
We can cover most pre-existing medical conditions and disabilities.
P J Hayman’s range of travel insurance solutions to cover high risks.
Several of our policies cover a range of activities as standard, find out more here.
We have policies that can provide travel insurance for UK only trips.
Top 5 Medical Conditions Covered for Emergency Medical Costs In 2025, 95% of medical condition quotes completed with P J Hayman were accepted, and cover was offered. Getting travel insurance when you have pre-existing medical conditions can be challenging. That’s...
Why is Having Holiday Cancellation Cover Important? Holiday Cancellation Cover is a key feature of a travel insurance policy. If your holiday has to be cancelled unexpectedly, you'll miss the holiday. Yet you'll be compensated for any prepaid costs that can't be...
You've Spoken, We've Listened At P J Hayman, we’re always looking for ways to improve our service. With this in mind, we’ve found a way to make our service as tailored to our clients as possible. Any feedback we’ve received, we’ve taken on board, and where possible,...
Empathy or being empathic can be a hard skill to master. Especially when you’re in a challenging situation or listening to day-to-day challenges other people face. Our customer service team listens to people each day and pays close attention to the challenging medical conditions/disabilities some people live with. Some treatable. Others a battle.
Whoever the traveller and their medical condition or disability, our team is trained to understand and provide an empathetic service. Not just which policy will be most suitable for their trip.
If you’re familiar with artificial intelligence (AI) or have recently messaged a ChatBot you’ll know that typing a question into a machine will prompt it to return information. This service may be quick and responsive. However, like most machines – it won’t understand the tone of voice. So, you’re rarely met with the empathy you may want or expect.
With this in mind, we’re going to explain how our team of friendly humans delivers an empathetic service to each person they listen to. Also, we’ve spoken with some happy customers, so we can understand how we come across at the other end of the phone too!
Deborah and her husband enjoy looking through holiday brochures and have booked many trips with local travel agents. After being diagnosed with Motor Neurone Disease (MND) Deborah was determined that she still wanted to travel.
At this time, Deborah needed the reassurance that a travel insurance policy existed to cover MND. As she went for further tests the need for a holiday grew stronger. Soon they decided to venture to the warm Mediterranean island of Cyprus.
The problem Deborah had was finding an insurance company that would cover her for MND. From visiting the Motor Neurone Society website, a list of insurance companies (who are normally able to assist people with MND) was provided.
However, a couple of the insurers could not decide on the phone. Both said they’d need one week to confirm if cover could be provided. Deborah couldn’t believe they couldn’t answer – one way or another.
Next, she discovered P J Hayman’s Free Spirit Travel Insurance and called to speak with a menber of the direct sales team – Neil. During the call, Deborah was relieved to hear confirmation that cover could be provided for MND.
Deborah felt like she was having a conversation with someone who was happy to talk with her. Not just someone who was there to ask questions from a script.
“I felt like I was having a conversation, not an interview… Neil was not frightened to have a chat. He seemed to understand what Motor Neurone Disease is…he was happy to talk – just what I needed. It was so nice to talk to someone… he took his time… and said don’t worry!”
It’s fair to say that Neil provided Deborah with the solution she was looking for. Plus the reassurance she needed. Soon, Deborah and her husband enjoyed a well-deserved holiday. Thanks to Neil and our Free Spirit Travel Insurance policy, she had the freedom to travel, with confidence.
Deborah added: “Free Spirit came to the rescue and as we will be travelling to Japan in March 2024, I will be coming back to you to insure myself and my family.”
Alan and his partner love cruise holidays. They’ve been on over 20! Each year they take out travel insurance to cover their medical conditions, which include breast cancer.
After being loyal to one provider for two years they called for a new quote. To Alan’s surprise, the cost had gone up. So, he asked a friend who runs a cancer support group. One member of his group recommended P J Hayman’s Free Spirit Travel Insurance.
After speaking to a member of the Free Spirit team Alan was happy to take out an Annual Multi-trip Policy. It was not only cheaper than his previous insurer, it would cover all three of their cruises that year. It was a “no-brainer”! Alan also sensed that the team understood that everyone is different with a range of medical conditions that affect people in many ways.
Alan then had to call our customer service team back to add his Granddaughter to the policy. He found the team very helpful and the change was made with minimum fuss.
Alan went on to say: “If the price is right, I’ll come back again”.
” The training of staff at P J Hayman’s call centre provides empathy involving several steps. First, they learn about the importance of empathy and its role in customer interactions.
We provide different scenarios to help them practice empathetic responses. They also receive guidance on active listening, using comforting language, and understanding customer emotions.
Real-life case studies and examples can be used to demonstrate effective empathy. Ongoing feedback and coaching refine their skills, fostering a culture of empathetic customer service.”
“Empathy and understanding are what I always emphasise when talking to employment agencies about a position I want to fulfill.
We strive to employ people who will “listen” to our customers without interrupting them.
Another skill I always mention is… imagine yourself in their position.”
Give your clients the freedom to travel, no matter their age, disability, or health condition.
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