Worry-free vacation, travel insurance is the mainstay of modern travelers

JAKARTA - Planning a trip is no longer just about determining the destination or hunting for the best price tickets.

In the midst of increasing community mobility and tourism trends to various countries, tourists are now increasingly aware of the importance of preparing for the journey in a comprehensive manner, including anticipating various risks that can occur during travel.

From flight delays, lost luggage, medical emergencies, to sudden changes in travel plans, various unexpected situations can affect the holiday experience.

Therefore, travel protection is one aspect that many modern travelers are beginning to consider to help provide a sense of security while away from home.

However, for some Indonesian people, choosing travel insurance products is still considered complicated. Many prospective users find it difficult to understand the various benefits offered, compare the available packages, to determine the protection that best suits their travel needs.

As technology progresses, these challenges are beginning to be answered through the use of artificial intelligence (AI) designed to make the process of purchasing insurance simpler and easier to understand.

One of the latest innovations comes from Igloo through the launch of Igi (AI Travel Insurance Guardian), an AI travel insurance assistant available on the company's consumer platform.

This technology is designed to accompany prospective customers throughout the purchase process, from finding information, choosing destinations, comparing protection packages, to completing payment and receiving policies in one integrated conversation.

Unlike chatbots that generally only answer basic questions or help after-sales services, Igi functions as an AI-based sales agent that is able to handle the entire purchase process directly.

Users can get recommendations tailored to their travel profile without having to switch pages or search for information independently.

If further human handling is required, the system can also connect users with a telesales team via WhatsApp. This approach presents a combination of the convenience of technology and personal support that is still available when needed.

The launch of Igi is part of the transformation of the Igloo consumer platform, which is now leading to an AI-based insurance experience. Previously, the company had utilized AI technology in various operational aspects, ranging from product recommendations, claim processing, potential fraud detection, to sales support.

The initial results obtained show a positive response from users. Since it was introduced in early May 2026, the completion rate of travel insurance purchases by users who interact with Igi was recorded 44 percent higher than users who only use the website.

Meanwhile, at the checkout stage, the conversion rate of users who utilize the hybrid experience between AI and the web interface is 1.7 times higher than the conventional purchase process.

The findings show that many consumers feel more confident when making purchasing decisions when they receive more personal and interactive guidance.

"Over the past year, we have spent on maturing our AI-native strategy and infrastructure. Igi brings the same infrastructure to the forefront of consumers. Igi accompanies customers, understands their travel needs, recommends the most suitable package, and completes the purchase, anytime, within minutes," said Raunak Mehta, Co-Founder and CEO of Igloo.

"In a market where most people have never bought an insurance product, removing the hassle from the buying process is a first step to closing the protection gap. Indonesia is where we prove it." he continued.

The presence of this solution is relevant considering the penetration rate of insurance in Indonesia is still relatively low, namely around 2.7 percent. Meanwhile, people's travel activities continue to increase as the post-pandemic tourism sector recovers.

For modern tourists who prioritize comfort and safety during travel, ease of access to travel protection is an important factor.

Not only does it help understand the available product options, AI-based technology also has the potential to make the insurance buying experience feel simpler, faster, and tailored to the individual's needs.

In the future, Igloo plans to expand the Igi service to the WhatsApp platform so that it can be accessed directly through the application that is familiar to people's daily lives.

The same conversation-based sales capabilities will also be applied to other products, including motor vehicle and personal accident insurance.

Through the use of artificial intelligence, this transformation is expected to help expand public access to insurance protection while providing a more inclusive, easy-to-understand, and customer-centric experience in the digital era.