InterMundial activates a special contingency plan for those affected by the Lombok earthquake

Following the earthquake on the island of Lombok, InterMundial, a leading travel insurance company, has immediately launched a specific action plan that outlines the operations to manage this emergency situation and minimize the negative consequences for travelers affected by the quake.

The earthquake, which occurred on August 5th, registered a magnitude of 6.9 and was followed by strong aftershocks over the next three days, affecting approximately 200 Spanish citizens in one of Indonesia's most popular tourist destinations. In response to this emergency, InterMundial has deployed a series of extraordinary measures to provide an immediate response to travelers currently in the area.

The company is focusing its efforts on protecting its policyholders across three possible scenarios: travelers currently in Lombok, those in nearby areas planning to travel to the island, and those still in their home country with trips to Indonesia scheduled for the coming days.

Specific protocols for each affected area

The contingency plan implemented by InterMundial involves various departments within the company and includes an immediate reinforcement of all teams in direct contact with policyholders. In the hours following the news of the earthquake in Indonesia, the heads of the Customer Service and Corporate Service teams activated a detailed protocol, which was communicated to the 57 professionals who provide 24/7 multilingual assistance to travelers.

The company has activated a plan that has allowed for an immediate response to the growing number of information requests from both individual clients and partner travel agencies. Specifically, Travelhelp, the specialized tourism service that assists and advises clients of travel companies anywhere in the world, receives an average of 70% more call volume during such emergencies than on a typical day.

Meanwhile, the Claims Management Department has a technical team of over 20 people working to process the files of affected travelers as quickly as possible. They maintain a commitment to an initial response within 24 hours, with an average case resolution time of around 3 days from the receipt of the necessary documentation. To this end, the company provides its clients with a digital platform for processing claims and refunds, allowing policyholders to manage their claims comprehensively and independently at any time and from anywhere in the world.

InterMundial is focusing its efforts on offering personalized solutions to everyone affected by the earthquake, studying each case individually and providing specific solutions for each situation. As Manuel López, CEO of InterMundial, explains: "Now more than ever, InterMundial stands with travelers. We have activated a comprehensive emergency protocol, reinforcing our teams to continue ensuring our commitment to providing, without delay, the most appropriate solution for the specific situation of each of our travelers."

Travelers currently in Lombok or the Gili Islands

InterMundial offers various options for travelers currently on the island of Lombok or the Gili Islands who have travel insurance with coverage for force majeure or loss of services.

If policyholders have alternative accommodation until they can return home or continue to a second destination, the insurance will reimburse the travelers for these extended accommodation and subsistence expenses.

If, on the other hand, no alternative accommodation is available, travelers may request to return to their point of origin, and the insurance will cover the cost of the ticket up to a limit of €1,000, depending on the policy purchased.

Travelers already on their trip with Lombok or the Gili Islands as their next destination

In this case, travelers with travel insurance may use the loss of services guarantee, provided their policy includes this coverage. Those affected by the inability to travel to the islands have several options at their disposal.

On one hand, these travelers can recover the cost of the services booked, from the flight to Lombok to any reserved excursions. Additionally, they may opt to extend their stay, meaning their insurance will cover the cost of the extension at their current location. Depending on the product purchased and the specific circumstances of each case, they may also be able to change their destination, provided the cost of the change is equal to or less than the price of the originally booked extension.

Travelers whose main destination is Lombok or the Gili Islands and have not yet begun their trip

The Spanish Embassy in Indonesia has advised against flying to Lombok or any of the three Gili islands (Trawangan, Meno, Air) in the coming days, as they are currently being evacuated.

In this case, those who had planned to travel to Lombok or the Gili islands can use the cancellation coverage provided by comprehensive travel insurance policies before their trip begins. Depending on the specific policy, this force majeure guarantee may allow for a refund of up to 100% of their booking costs.

Furthermore, comprehensive travel insurance policies include a "cancel for any reason" guarantee, which allows travelers to cancel without needing to provide a justification, typically recovering up to 85% of their booking costs.

One in four Spaniards traveling abroad does so with insurance

The Spanish Ministry of Foreign Affairs includes purchasing travel insurance among its general recommendations for traveling abroad. According to data from InterMundial, 25% of Spaniards traveling internationally purchase travel insurance.

Specifically for Indonesia, the company recommends having travel insurance with extensive medical expense coverage. This is because medical care does not meet Spanish standards, and the company has identified numerous cases of tourists being overcharged exorbitant amounts for healthcare, particularly in emergency situations.

About InterMundial

InterMundial is the leading insurance broker specializing in sports and tourism in Spain. It has offices in Spain's main tourist cities and 7 international branches (United Kingdom, France, Italy, Portugal, Mexico, Brazil, Colombia, and Poland).