MEDIA RELEASE: Orion Travel Insurance enlists the help of anthropologists to reinvent purchasing travel insurance online

Jul 19, 2022

2 min

Kellee Irwin



Well before the uncertainty of the pandemic, Orion Travel Insurance, a CAA company, decided to change the way travellers access travel insurance online.


Working with a team of anthropologists, the goal of the redesign was to better understand how humans think about travel and safety. Researchers scoured opinions online, analyzed media and sat down with travellers to document their feelings around travel.


“The traditional way of building an online quoting system just wasn’t sufficient,” says Kellee Irwin, VP, Orion Travel Insurance Company. “We didn’t feel that the online experience was putting the needs of the traveller first, so we turned it on its head and approached things differently. We are confident that this new approach to accessing travel insurance and information about travel insurance online is going to be an industry game-changer.”


Traditionally, online quoting systems for travel insurance have been designed with business needs at the forefront, rather than designed to reflect what customers need to confidently purchase the appropriate protection.


“As a company founded to deliver the protection that our members deserve, this antiquated way of doing things wasn’t good enough. Our mission was to create an online buying experience that was inspired by what it’s like when a traveller engages with a CAA Associate at a store,” adds Irwin.


The end result of this in-depth work is the launch of a reinvented online travel quote and purchase system that makes learning about and buying travel insurance an easy and seamless experience for travellers.


"Our research told us that travellers want to feel like 'their own best expert'. This new online experience enables travellers to explore and learn about the different types of travel insurance and compare the cost of various levels of protection all at their fingertips," says Irwin.


The new system helps customers clearly understand the protection they are viewing and why qualifying questions are being asked. No longer will customers be forced to click through a series of prompts, only to discover that their selections do not reflect their needs and they must start all over again. As they explore coverage and learn more about what protection is right for them, travellers can get to a price in just seven clicks. Plus, they can alter their choices and the system will give updated quotes in real time. It also allows customers to use our SMART FAQ search engine in which the customer enters a question and immediately receives a matched answer.


The new online buy flow is now in effect, click here to experience Orion’s reimagined online travel insurance system.


Connect with:
Kellee Irwin

Kellee Irwin

Vice President, Orion Travel Insurance

Executive leader driving transformational change to enhance the customer experience.

Travel InsuranceCustomer Engagement & RetentionCustomer ExperienceProperty and Casualty InsuranceInsurance

You might also like...

Check out some other posts from CAA Club Group

3 min

MEDIA RELEASE: A new CAA study reveals over half of Ontario drivers have witnessed a close-call collision or traffic violation caused by distracted driving

A new study conducted by CAA South Central Ontario (CAA SCO) shows that over half of Ontario drivers (66 per cent) have witnessed a close-call collision or traffic violation caused by distracted driving. For many Ontarians, those close calls are fueling safety concerns. Ninety-one per cent of drivers in the province feel somewhat or very concerned about distracted driving, a number that remains unchanged from 2023. “Distracted driving continues to be a leading factor in collisions on highways and city roads,” says Michael Stewart, community relations consultant for CAA SCO. “We continue to raise awareness of the risks associated with using your mobile device or in-vehicle technology while driving.” Distracted driving has a direct impact on road safety Ontario’s ban on using hand-held devices while driving has been in effect since October 2009. Despite this ban, distracted driving is still a common sight on our roads. The survey found that 63 per cent of Ontario Drivers have been behind a driver in another vehicle who missed a traffic light change because that driver was distracted. "It takes only a split second of inattention to cause a close call or even a tragic collision. Staying focused behind the wheel is not just a personal responsibility but a crucial act of safety for everyone on the road,” adds Stewart. The survey also found that 42 per cent of Ontario drivers stated that they had met the criteria for being distracted drivers in the past, with two per cent admitting to having been charged. While there can be many distractions on the road, the top five most concerning distractions for those surveyed are: 1. Holding a mobile device 2. Watching TV 3. Making a video call 4. Grooming 5. Typing a destination into a GPS or navigation app “Safe driving requires focus and concentration. It is always best to set up your navigation system and send your text messages before driving,” says Stewart, “Using this technology while driving is simply not worth the risk of potential charges and the danger it poses to both the driver and others on the road.” Ontarians believe fines and penalties remain the most effective methods to combat distracted driving Ontario drivers can face a minimum fine of $615 up to $1,000, three demerit points and a three-day licence suspension for their first conviction of distracted driving. According to survey data, 60 per cent of drivers support increasing fines and penalties for distracted driving convictions – however, only 32 per cent were aware of all the penalties that come with your first conviction. “As we continue to see a trend in these behaviours behind the wheel, we understand the public’s concern and desire for stronger repercussions,” says Stewart. “CAA SCO will continue to advocate for road safety through education and community member insights to help us create safer roads for all.” For more information, please visit www.caasco.com/distracted  DIG Insights conducted the survey from January 22 to February 5, 2024, as a follow-up to research to previous CAA reports. The online survey was conducted with 1,513 Ontario drivers aged 18 and older. Based on the sample size of n=1,513 and with a confidence level of 95%, the margin of error for this research is +/- 2%.)

2 min

MEDIA RELEASE: A new CAA study reveals over half of Manitoban drivers have witnessed a close-call collision or traffic violation caused by distracted driving

A new study conducted by CAA Manitoba (CAA MB) shows that 59 per cent of Manitoba drivers have witnessed a close-call collision or distracted driving traffic violation. For many Manitobans, these close calls are fueling safety concerns, as 89 per cent of drivers in the province feel somewhat or very concerned about distracted driving. “Distracted driving is the leading contributing factor in fatal motor vehicle collisions in Manitoba,” says Ewald Friesen, manager of government and community relations at CAA Manitoba. “By raising awareness of the risks of distracted driving, we hope to do our part to save lives and increase safety." Distracted driving has a direct impact on road safety Manitoba’s ban on using hand-held devices while driving has been in effect since July 2010. However, distracted driving caused by technology continues to be a concern across the province. The survey found that 60 per cent of Manitoba drivers have been behind a driver in another vehicle who missed a traffic light change because that driver was distracted. “Safe driving requires focus and concentration.  It is always best to set up your navigation system and send your text messages before driving,” says Friesen, “Using this technology while driving is simply not worth the risk of potential charges and the danger it poses to both the driver and others on the road.” The survey also found that 51 per cent of Manitoba drivers stated that they had met the criteria for being distracted drivers in the past, with three per cent admitting to having been charged. While there can be many distractions on the road, the top five most concerning distractions for those surveyed are: 1. Holding a mobile device 2. Watching TV 3. Making a video call 4. Grooming 5. Wearing headphones or earbuds “It is always best to send your text messages and make your video calls before driving,” says Friesen, “Engaging in these behaviours is not only illegal, but they put the life of the driver and those around them at risk.” Manitobans believe fines, penalties and public education remain the most effective methods to combat distracted driving According to Manitoba Public Insurance (MPI), using a mobile device while driving is illegal. If ignored, this can result in a $672 fine and possible license suspension. The survey also found that 57 per cent of Manitoba drivers support increasing fines and penalties for distracted driving convictions. For more information, please visit https://www.caamanitoba.com/distracted The online survey was conducted by DIG Insights from January 22 to February 5, 2024, with 506 Manitoba drivers aged 18 and older. Based on the sample size of n=506 and with a confidence level of 95 per cent, the margin of error for this research is +/- 3%.)

2 min

MEDIA RELEASE: CAA Awards the Dedication and Compassion of a School Zone Safety Ambassador

CAA South Central Ontario (CAA SCO) is proud to recognize Sonia Preston, a teacher at Brookmill Boulevard Junior Public School in Scarborough, as an outstanding road safety ambassador and an integral part of the CAA School Safety Program (CAA SSP) – a program that teaches children life-long leadership skills on how to interact in a busy world with the confidence to be able to act in emergency situations. Preston is the winner of the CAA School Safety Patrol Supervisor of the Year and was nominated by Brookmill Boulevard Junior Public School Principal Helena Syptak.  For 21 years, Preston has been part of the CAA School Safety Patrol program, acting as a Patrol Supervisor and trusted member of the community. Going above and beyond her duties, she consistently maintains a visible presence during peak traffic hours, providing guidance and support to Patrollers as they fulfil their duties by conducting regular training sessions to equip Patrollers with the skills to handle various traffic scenarios with poise and precision. “Ms. Preston's volunteerism, commitment, dependability, and leadership are the cornerstones of our Safety Patrol program's success,” says Syptak. “Her efforts above and beyond the expected Patrol Supervisor role have made a lasting impact on our school community, enriching the lives of countless students and inspiring them to become responsible leaders and compassionate citizens.”  The CAA School Safety Patrol program was developed in 1929 to protect, educate, and empower elementary school children on safe road-crossing practices. With more than 90 years of proven experience in teaching road safety and children’s safety in school zones, the program gives Patrollers an acute awareness of road safety and gives them the tools to help them stay safe as they travel to and from school.   Preston's commitment to promoting pedestrian safety goes beyond the school grounds. She has actively engaged with local authorities and community stakeholders, such as the School Advisory Council, to address traffic concerns in the surrounding area, advocating for improved infrastructure and implementing strategies to mitigate potential hazards.  “Ms. Preston leads by example, demonstrating integrity, compassion, and resilience in everything she does,” says Syptak “Her ability to inspire and motivate others has a profound impact on patrollers, instilling in them a sense of purpose and pride in their roles. Under her guidance, patrollers not only fulfil their duties with excellence but also emerge as confident leaders and responsible citizens.”  We thank Sonia Preston for being a local hero in her community and advocating for road safety in her everyday life. Since its start, the CAA School Safety Patrol program has helped keep students safe in school zones. Every year, approximately 800 schools in Ontario participate in the CAA SSP program, which CAA SCO delivers with local partners. For more information on the program, visit www.caaschoolsafetypatrol.com

View all posts