In today’s travel-centric world, the demand for robust travel insurance solutions is soaring, especially in dynamic markets like the UAE. As consumer awareness of travel risks grows and digital adoption accelerates, the way insurance products are marketed and delivered is rapidly evolving. Policybazaar.ae, a pioneering online financial products marketplace in the UAE, stands at the forefront of this transformation. Since its launch in 2018, the company has empowered consumers to make informed insurance decisions by simplifying access to over 400 products in collaboration with 35+ insurers. In this exclusive CXQuest.com interview, we speak with Toshita Chauhan, Chief Business Officer – General Insurance, to explore how Policybazaar.ae is redefining customer experience in travel insurance through innovation, technology, and a consumer-first approach. Her insights reveal the challenges and opportunities of serving a diverse customer base amid evolving regulatory frameworks and market dynamics.
Welcome Toshita Chauhan, Chief Business Officer, General Insurance, Policybazaar.ae
Q1. What key trends are driving the rapid growth of travel insurance demand in the UAE today?
Travel insurance in the UAE is growing fast. The surge reflects higher outbound travel, growing awareness and preference among UAE residents safeguarding their journeys.
Here’s what we’re seeing on the ground:
- UAE residents are travelling more frequently and to more diverse destinations. That naturally increases exposure to travel risk—be it medical emergencies abroad, cancellations, or lost luggage.
- Travel behaviour is shifting from “I might need this” to “I should buy this.” A recent surge in enquiries—45% in Q4 alone—points to heightened awareness.
- Regulatory and visa requirements are also influencing demand. With many destinations (and inbound travel) requiring some kind of insurance or proof of cover, travel insurance becomes a non-negotiable part of planning.
- Also, risk isn’t just about health—geopolitical issues, climate events, and logistics disruptions are shaping traveller expectations too.
In short, the growth is driven by more travel, more awareness, and more external factors creating real need—and that presents an opportunity to offer smart and relevant travel-cover options.
Impact of Digital Transformation on CX
Q2. How has digital transformation reshaped the customer experience in buying travel insurance?
TC: Digital tech has moved travel insurance from a process people dreaded to one that’s quick and easy. Here’s how:
- In the past, buying travel insurance meant visiting an agent, filling out forms, last-minute airport counters. Today, you can compare plans, customise coverage, and purchase in minutes—entirely online.
- The ease of purchasing a policy directly from your phone — on an app or browser — within minutes. Platforms like ours allow you to compare multiple plans and choose the one that fits your needs best. With instant issuance, even last-minute travellers can buy travel insurance right before boarding their flight.
- Post-purchase, digital also plays a role in support—quick chat bots, helplines operating 365 days a year, claim tracking through apps, and fewer physical touch-points mean the whole journey is smoother and less stressful.
Essentially, travel insurance has become easy and accessible and more about protection rather than difficult process and paperwork—and as a result, adoption becomes easier.
Challenges and Opportunities
Q3. Can you elaborate on the specific challenges and opportunities presented by the diverse demographics of UAE travelers?
TC: The UAE’s traveller base is incredibly diverse, with residents from dozens of nationalities, different income brackets, age groups, and travel behaviours — and that creates both challenges and opportunities. Each segment has very different expectations: families going on short holidays, frequent business travellers, solo explorers, seniors travelling home, or adventure seekers heading off-grid. Add to that the mix of languages, cultural preferences, and communication styles, and it’s clear that a one-size-fits-all approach simply doesn’t work.
But this diversity also opens up meaningful opportunities. With the right data insights, platform like ours can help the travellers to find the most suitable plans — whether it’s expats returning home, adventure travellers needing specialised cover, long-stay multi-trip frequent fliers, or even first-time travellers who require more guidance and clarity. Digital comparison tools make this even more effective, allowing us to personalise recommendations and move beyond generic plans to solutions that genuinely match each demographic’s needs.
Innovation in Claims Processing
Q4. How does Policybazaar.ae approach innovation in claims processing and customer support to enhance CX?
TC: At Policybazaar.ae, our focus is on making the entire journey—from choosing the right travel insurance plan to receiving your policy—frictionless and confidence-driven. Travellers can compare multiple plans side-by-side in real time on our platform, understand benefits clearly, and get expert guidance on which cover suits their destination and travel style. The entire process is digital and takes only a few minutes, ending with instant policy issuance even if you are travelling last minute. And while our technology simplifies everything, human expertise remains at the core. Our advisors help customers make informed decisions, and our support teams step in whenever personalised assistance is needed. It’s a blend of smart digital tools and knowledgeable guidance, ensuring customers feel supported long before a claim ever arises.
Q5. What role do regulatory changes like mandatory health insurance play in shaping travel insurance market dynamics?
TC: Regulatory changes often act as catalysts for behaviour shifts, and the UAE is no exception. When certain kinds of insurance become mandatory—such as health cover—consumers begin to see protection as a standard part of life rather than an optional extra. This mindset naturally spills over into categories like travel insurance. Visa-linked or destination-linked requirements also nudge travellers to take action instead of delaying decisions. Beyond driving adoption, regulations elevate service expectations; customers start demanding clearer disclosures, fairer processes, and faster resolutions. As a result, the entire industry benefits from higher standards, better transparency, and broader awareness.
Aligning EX and CX
Q6. In what ways is employee experience at Policybazaar.ae aligned with delivering superior customer service?
TC: Great customer experience starts long before a customer ever reaches out—it begins with how empowered the employees feel. When teams are trained well, equipped with the right tools, and supported by leadership, they naturally deliver faster, clearer, and more empathetic service. At Policybazaar.ae, we emphasise ownership, collaboration, and clarity in internal processes so that employees can resolve customer issues without unnecessary back-and-forth. A positive employee journey almost always translates into a smoother customer journey. When the team feels confident and cared for, customers feel the difference instantly. And that’s why our expert advisors are available 365 days a year to help choose the best plans and a differentiated claims experience.
Q7. How do you see technology and AI evolving the insurance purchase and management process over the next five years?
TC: In the next five years, technology and AI will make travel insurance smarter, smoother, and far more intuitive. Soon, customers will get tailor-made travel policies in seconds, with AI predicting what they need based on their trip style—whether it’s adventure, luxury, or last-minute getaways. Buying or updating travel cover will be effortless, with digital platforms handling everything from instant issuance to lightning-fast claims. AI-powered assistants will support travellers in real time throughout their journey, from airport delays to lost luggage. Travel insurance is evolving into a seamless, intelligent travel companion that looks out for you at every step.
Balancing Coverage Options and Buying Process
Q8. How does Policybazaar.ae balance providing comprehensive coverage options while keeping the buying process simple and transparent?
TC: Insurance will always have depth and complexity, but the customer journey shouldn’t feel that way. We focus on surfacing the benefits that matter most—medical cover abroad, trip interruptions, baggage issues, and destination-specific requirements—rather than overwhelming customers with every possible clause. By presenting clear comparisons of “what’s included” versus “what’s not,” customers can quickly understand trade-offs and choose confidently. Behind the scenes, we maintain a wide variety of plans and coverage options, but the digital journey remains streamlined, jargon-free, and easy to complete. The aim is to give customers the reassurance of comprehensive protection without the burden of complexity.
Q9. What upcoming initiatives or innovations can customers expect from Policybazaar.ae in the travel insurance space?
TC: Customers in the UAE can look forward to a new era of travel insurance that’s smarter, faster, and tailored to their adventures. Expect instant, app-based policies powered by AI, giving you protection in just a few taps. Coverage will become more flexible—think on-demand insurance for spontaneous trips, adventure activities, and unexpected disruptions. You’ll also see real-time support integrated with airports and travel apps, offering lightning-fast claims and assistance wherever you are in the world. In short, travel insurance is transforming into a seamless, tech-driven companion for every journey.
Closing Notes and Summary
The conversation with Toshita Chauhan is a compelling testament to how digital innovation and customer-centric leadership drive success in the competitive UAE insurance landscape. Their commitment to transparency, speed, and tailoring solutions to meet the demands of an increasingly sophisticated traveler underscores the future of insurance in the region. As the travel insurance market continues to expand—projected to grow from USD 110 million in 2024 to nearly USD 265 million by 2033—Policybazaar.ae’s strategic vision and agile execution provide important lessons for CX and EX professionals everywhere. Embracing digital tools, fostering empowered teams, and listening closely to customer needs are not just business imperatives but the foundation for sustained growth in a risk-aware world. We thank Neeraj and Toshita for sharing their valuable perspectives and look forward to seeing how Policybazaar.ae continues to innovate and lead.
