This survey is designed to improve the service and travel insurance we provide to our customers. We are really interested in your views. The questionnaire should take no longer than 5 minutes to complete. As a token of our appreciation for your time, we would like to enter you into a prize draw to win £150 of Marks & Spencer vouchers. We will collect your details at the end of the survey. Please click the NEXT button below to begin. Thank you.

About You

Are you...?
	Male
	Female

What is your age group?
	18 - 24
	25 - 34
	35 - 44
	45 - 54
	55 - 64
	65 - 74
	75 - 84
	85 or over
	I prefer not to say

About You

In which of the following UK regions do you live?
	North East
	Yorkshire and Humber
	North West
	West Midlands
	East Midlands
	East of England
	South West
	South East
	London
	Scotland
	Wales
	Northern Ireland
	Do not live in the UK

You say you do not live in the UK... where do you live?

About You

Are you currently...?
	In full time employment (30 hours plus per week
	In part-time employment (under 30 hours per week)
	Self-employed either full or part time
	Unemployed or unable to work for other reasons
	In full-time education
	Wholly retired from work
	None of the above or 'doing something else'

You say to you are 'doing something else'... what is your current occupation?

About 'insurance'...

In your household do you have sole or joint responsibility for purchasing insurance services?
	Yes		No

Which of the following types of insurance services have you purchased within the last 12 months? Please select all that apply
	Motor Insurance (i.e. car insurance, motorcycle and/or van insurance)
	Building (only) Insurance
	Contents (only) Insurance
	Combined Buildings and Content Insurance
	Travel Insurance
	Pet Insurance
	Payment Protection Insurance
	Life Insurance
	Health Insurance
	Other type of insurance
	None of the above

You say you have purchased other types of insurance - what types?

About travel insurers...

Have you been on a holiday or a business trip that involved an overnight stay away from your home within the last 3 years?
	Yes - Holiday
	Yes - Business trip
	Yes - Both holiday and business trips
	No

What type of travel insurance policy have you purchased within the last 3 years? Please select all that apply
	Single Trip Policy
	Annual Policy
	Group Policy
	Family Policy
	Lone Traveller Policy
	Included in the price of the holiday
	Travel insurance comes as standard with my bank account
	Other type of travel insurance policy
	None - have not purchased travel insurance in the last 3 years

You say you have purchased other types of travel insurance policy... can you describe?

You say that you have not purchased travel insurance in the last 3 years.  Have you previously purchased travel insurance but no longer do so?
	Yes - for a holiday
	Yes - for a business trip
	Yes - for both holiday and business trips
	No

About travel insurers...

And from which company did you purchase your most recent travel insurance policy? (N.B. You may tick only one answer)
	The AA / RAC		Liverpool Victoria / LV
	Aviva / Norwich Union		More Than
	Argos Travel Insurance		MRL Travel Insurance
	Churchill		The Post Office
	Columbus		Price comparison websites (e.g. MoneySupermarket.com, CompareTheMarket.com, GoCompare.com, etc.
	Direct Line		Supermarket Finance services (e.g. Asda, Tesco, Sainsbury, etc.)
	Endsleigh		Virgin Travel
	Essential Travel Insurance		World First Insurance
	eTravel		Other (i.e. none of the above)
	Insure and Go

If 'Other' - please specify:

About when you purchase travel insurance...

How do you usually purchase travel insurance? Please select all that apply
	Online through the insurers website
	Via a price comparison website (e.g. MoneySupermarket.com, CompareTheMarket.com, GoCompare.com, etc.)
	Face to face with the insurance company
	By telephone with the insurance company
	Via an insurance broker
	Included as part of the holiday package
	Someone else booked the travel insurance for me
	Purchased a separate policy at the same time as booking the holiday
	Some other way

Which 'other way' do you usually purchase travel insurance?

Have you ever been refused travel insurance or faced a premium surcharge (i.e. extra cost) for any of the following factors...? Please select all that apply
	Refused insurance because of your age or that of a person travelling with you
	Refused insurance because of your health or that of a person travelling with you
	Premium surcharge because of your age or that of a person travelling with you
	Premium surcharge because of your health or that of a person travelling with you
	No - none of the above

If you have been refused insurance or you faced a premium surcharge for any other reason, can you explain? Please write in

About when you purchase Travel Insurance...

On a scale of 1 to 7, where 1 means 'Not at all important' and 7 means 'Essential', how important are each of the following to you when looking for travel insurance?
		1 - Not at all	2	3	4	5	6	7 - Essential
	Quality of customer service
	Well known established brand	1 - Not at all	2	3	4	5	6	7 - Essential
	Dealing with knowledgeable and experienced customer service representatives	1 - Not at all	2	3	4	5	6	7 - Essential
	Enables you to tailor your policy to meet your individual travel needs	1 - Not at all	2	3	4	5	6	7 - Essential
	A specialist provider of travel insurance	1 - Not at all	2	3	4	5	6	7 - Essential
	Offers a wide range of booking methods (e.g. telephone, face-to-face, online, etc.)	1 - Not at all	2	3	4	5	6	7 - Essential
	Recommendation by family / friends	1 - Not at all	2	3	4	5	6	7 - Essential
	Travel Industry recommendation	1 - Not at all	2	3	4	5	6	7 - Essential
	Independent review (e.g. Which, Money Facts, etc.)	1 - Not at all	2	3	4	5	6	7 - Essential
	Offers a wide range of travel insurance polices	1 - Not at all	2	3	4	5	6	7 - Essential
	24 hours support and claims helpline	1 - Not at all	2	3	4	5	6	7 - Essential
	UK based call centres	1 - Not at all	2	3	4	5	6	7 - Essential
	A named person to deal with your  policy / claim	1 - Not at all	2	3	4	5	6	7 - Essential
	Overall cost of the policy	1 - Not at all	2	3	4	5	6	7 - Essential
	The policy provides good value for money for the cover received	1 - Not at all	2	3	4	5	6	7 - Essential
	Good reputation / Proven track record	1 - Not at all	2	3	4	5	6	7 - Essential

Please write in anything else that is especially important to you when looking for travel insurance:

About when you purchase Travel Insurance...

On a scale of 1 to 7, where 1 means 'Very poor' and 7 means 'Excellent', how would you rate your most recent travel insurance provider in terms of the following factors?
		1 - Very poor	2	3	4	5	6	7 - Excellent
	Quality of customer service
	Well known established brand	1 - Very poor	2	3	4	5	6	7 - Excellent
	Dealing with knowledgeable and experienced customer service representatives	1 - Very poor	2	3	4	5	6	7 - Excellent
	Enables you to tailor your policy to meet your individual travel needs	1 - Very poor	2	3	4	5	6	7 - Excellent
	A specialist provider of travel insurance	1 - Very poor	2	3	4	5	6	7 - Excellent
	Offers a wide range of booking methods (e.g. telephone, face-to-face, online, etc.)	1 - Very poor	2	3	4	5	6	7 - Excellent
	Recommendation by family / friends	1 - Very poor	2	3	4	5	6	7 - Excellent
	Travel Industry recommendation	1 - Very poor	2	3	4	5	6	7 - Excellent
	Independent review (e.g. Which, Money Facts, etc.)	1 - Very poor	2	3	4	5	6	7 - Excellent
	Offers a wide range of travel insurance polices	1 - Very poor	2	3	4	5	6	7 - Excellent
	24 hours support and claims helpline	1 - Very poor	2	3	4	5	6	7 - Excellent
	UK based call centres	1 - Very poor	2	3	4	5	6	7 - Excellent
	A named person to deal with your  policy / claim	1 - Very poor	2	3	4	5	6	7 - Excellent
	Overall cost of the policy	1 - Very poor	2	3	4	5	6	7 - Excellent
	The policy provides good value for money for the cover received	1 - Very poor	2	3	4	5	6	7 - Excellent
	Good reputation / Proven track record	1 - Very poor	2	3	4	5	6	7 - Excellent

About when you purchased Travel Insurance...

When you booked your last travel insurance policy, would you say the experience was...?
	A totally positive experience with no complications
	Broadly positive but with a few complications
	Broadly negative with many complications
	A totally negative experience
	Don't know

Please can you tell us why booking your last travel insurance policy was a positive experience? Please provide as much detail as possible.

Please can you tell us why booking your last travel insurance policy was a negative experience? Please provide as much detail as possible.

About your experience of making claims on travel insurance...

Have you made a travel insurance claim within the last 5 years?
	Yes
	No
	Cannot remember

What was your experience of making a claim?
	A totally positive experience
	Broadly positive but with a few complications
	Broadly negative with many complications
	A totally negative experience
	Cannot remember

In what ways was making a claim on your travel insurance policy a positive experience? Please provide as much detail as possible

In what ways was making a claim on your travel insurance policy a negative experience? Please provide as much detail as possible

About how you feel towards your insurer...

Please read the follow statements carefully and tick the one which best describes your feelings towards your existing travel insurance provider?
	I am happy with my existing provider and can think of no reasons to change
	Although I'm generally happy with my existing provider I can think of a few reasons to consider changing
	I'm not really happy with my existing provider but there are no real reasons to change
	I'm unhappy with my existing provider and will be looking to change provider the next time I travel
	Although I have purchased travel insurance within last 12 months, I don't currently hold a policy

Why are you unhappy with your existing travel insurance provider? Please provide as much detail as possible

Lastly... about your holidays

To finish off, we would just like to ask a couple of general questions relating to holidays you have taken.

Which types of holidays or short breaks (i.e. stay of 2 to 4 days) have you taken within the last 3 years? Please select all that apply
	City breaks
	Safari
	Skiing / Winter sports
	Winter Sun
	'Traditional' family holiday
	Long haul (e.g. travelling to Australia, the Far East, India, etc.)
	Cruise holiday
	Back-packing abroad
	Gap year working holiday
	Sports related holiday (either as a participant or spectator (e.g. Cricket, golf, rugby, etc.)
	Other type of holiday or short break experience
	None of the above

You say you have taken another type of holiday or short break - what type?

How many overseas trips do you typically take each year? Please enter a number for each of the following...

...for leisure purposes (including visiting family and friends)

...for business

...for educational purposes

...for other reasons

Thank you!

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Name:

Contact phone:

Email:

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