Client protection during critical incidents

When your client faces a serious incident, they need immediate, expert help. Crisis Response provides round‑the‑clock access to specialist lawyers, investigators, PR advisors and clinical psychologists — all ready to step in the moment a crisis occurs. 

For businesses operating in travel, rapid response during a crisis can significantly reduce disruption, reputational damage and financial loss. The service is included within eligible travel policies at no additional cost and is designed to help insured clients manage high-pressure situations from the moment an incident arises. 

 

What is Crisis Response?
Why is Crisis Response important for Travel businesses?
How does Crisis Response benefit Insured clients?
Benefits for Insurance Brokers
Real examples of Crisis Response in action
Frequently asked questions

 

What is Crisis Response?

Crisis Response is a free, policy‑inclusive emergency service that gives insured clients instant access to the global crisis management team. It is designed to protect their people, reputation and business continuity during high‑pressure, high‑risk events. 

The service offers 24/7 access to:

• Specialist crisis response lawyers
• Workplace and incident investigators
• Public relations advisors
• Clinical psychologists and trauma support specialists
• Global crisis management professionals

 

Why is Crisis Response important for Travel businesses?

Travel businesses face unique risks that can escalate quickly without specialist intervention.

Examples include:

• Serious accidents involving guests or employees
• High-profile incidents attracting media attention
• International regulatory investigations
• Reputational threats on social media
• Traumatic events affecting customers or staff

 

How does Crisis Response benefit Insured clients?

Immediate expert support: Clients receive access to experienced specialists as soon as a crisis occurs, helping them make informed decisions during critical moments.

Protection of reputation: PR and communications experts can help businesses manage media scrutiny and stakeholder communications while protecting brand reputation.

Employee and customer welfare: Clinical psychologists and trauma support services provide practical assistance to those affected by serious incidents.

Business continuity: Professional crisis management support can help businesses continue operations while dealing with complex situations.

 

Benefits for Insurance Brokers

For brokers, Crisis Response adds an additional layer of value to travel insurance propositions.

A powerful value‑add for your clients
Crisis Response strengthens your proposition by offering clients a premium, expert‑led emergency service at no additional cost. 

Reduces claim severity and escalation
Early specialist intervention often prevents incidents from spiralling into major losses, investigations or reputational crises. 

Supports client retention
Clients feel protected, supported and reassured, especially during their most vulnerable moments. 

Enhances your advisory role
You can confidently tell clients they have access to a crisis management team whenever they need it. 

 

Real example of Crisis Response in action

A recent high-profile incident involving a client in the EU highlighted the value of immediate crisis intervention. According to independent broker Yutree, rapid mobilisation of crisis response specialists, legal advisers and trauma support professionals played a significant role in helping the client navigate an extremely sensitive and challenging claim. The broker praised the responsiveness, communication and specialist support provided throughout the incident, noting that access to trauma care and expert legal guidance delivered meaningful assistance beyond a standard insurance policy response.

 

“Our client was a party to a high-profile incident in the EU. It was an extremely challenging and sensitive claim, and it demonstrated the value of working with the right insurer and support partners.

Touchstone’s response from the outset was exceptional. Their ability to mobilise immediately, including access to specialist crisis support and legal expertise, made a significant difference during a very difficult time for our client.

Communication throughout was clear, proactive and reassuring — ensuring both ourselves and the client always felt supported. The additional services provided, including trauma support for those affected, were particularly impactful and reflect a genuine commitment to client care beyond just the policy response.

In an industry that is often only judged when things go wrong, this claim was a powerful reminder of how good it can be when it really counts.

We would have no hesitation in recommending Touchstone based on this experience — their professionalism, responsiveness and depth of support set them apart.”

Yutree