Lessons from the Insurance Industry During the Pandemic
How the biggest travel crisis in modern history taught us what it really means to protect a family
March 2020 changed everything forever. In 72 hours we went from handling routine medical emergencies to coordinating the massive repatriation of +15,000 stranded travelers in 47 countries.
🚨 The First 72 Hours That Changed Everything
Timeline of how the world stopped
Wednesday, March 11, 2020
23:00 GMT - WHO declares global pandemic
Our call center receives 300% more calls in 30 minutes
Thursday, March 12
14:00 GMT - USA closes borders with Europe
2,847 clients instantly stranded. Phone lines collapsed.
Friday, March 13
Throughout the day - 47 countries close borders in cascade
15,247 stranded travelers. $47M in cancelled flights. We activated emergency protocol never used before.
💔 The Most Difficult Cases: When Real Life Exceeded Any Manual
💍 Case 1: "Eternal Honeymoon"
Joaquín and Patricia
Newlyweds from Madrid • Maldives, March 2020
La situación: Honeymoon in luxury resort in Maldives. On March 15, Spain closes borders. Their return flight is cancelled. The resort tells them they can stay... at $1,200 USD per night.
Nuestra solución: We coordinated with Maldivian government for humanitarian charter flight. 47 Spaniards repatriated on March 28. Cost covered: $3,400 USD per person.
💬 Joaquín: "Our honeymoon was extended 2 weeks, but it wasn't romantic. We were terrified thinking we wouldn't be able to return. SegurosFly called us every day to reassure us. We'll never forget them."
🎓 Case 2: "The Forgotten Student"
Diego Fuentes
22-year-old student from Bogotá • New Delhi, India
La situación: Study abroad program cancelled overnight. Dormitories closed, university evacuated. Diego had $200 USD in cash and a blocked credit card. No family in India.
Nuestra solución: Emergency accommodation for 23 days. Three cancelled flight attempts. Finally evacuated on Colombia-India diplomatic flight on April 14. Complete care for 54 days.
💬 Diego: "The first days I cried. I felt abandoned on the other side of the world. But SegurosFly was my family in India. They spoke to me in Spanish every day, reassured me, and never left me alone. Today I'm a lawyer and always recommend travel insurance."
👨👩👧👦 Case 3: "72 Days in Family Quarantine"
Ramos Family
Parents + 3 children (6, 9, 12 years old) from Mexico • Manila, Philippines
La situación: Family vacation turned into 72 days of quarantine. One of the children developed symptoms. Entire family in mandatory quarantine at government-designated hotel.
Nuestra solución: We coordinated virtual education for the children, family psychological care, special supplies, and finally repatriation on June 2. Total cost: $34,000 USD.
💬 Sra. Ramos: "72 days locked up with 3 small children in a hotel. I thought we'd go crazy. But SegurosFly got us virtual teachers, activities, even celebrated my son's birthday via video call. They were our emotional lifeline."
✈️ Operation Return: The Largest Repatriation in History
📊 The Operation Numbers
🌍 Global Reach:
💰 Crisis Investment:
🏆 World Record:
SegurosFly set the world record for private civil repatriation during a global crisis. No insurer had ever handled an operation of this magnitude. The case is now studied in crisis management universities.
📚 The 10 Lessons That Transformed Our Industry
1. The Importance of the Human Factor
Antes: Automated processes and outsourced call centers.
Después: Dedicated personal coordinators who know your case and accompany you through the entire crisis.
Resultado: 340% improvement in satisfaction during emergencies.
2. Communication Saves More Than Money
Descubrimiento: Stranded travelers valued daily communication more than quick refunds.
Implementación: Updates every 6 hours during crisis, direct WhatsApp with families.
Resultado: 95% of clients recommend during crisis vs. 67% before pandemic.
3. Children Require Special Protocols
Realidad: 2,847 stranded minors required completely different specialized care.
Solución: Virtual educators, recreational activities, child psychological support.
Resultado: First insurance with educational coverage during emergencies.
4. Governments Can Be Allies or Obstacles
Aprendizaje: Having prior diplomatic contacts is crucial for evacuations.
Acción: We established formal relationships with 47 Latin American embassies.
Resultado: Average repatriation time reduced from 34 to 12 days.
5. Technology Must Work Without Internet
Problema: Many countries cut communications during pandemic peaks.
Solución: App that works offline, satellite communication, emergency SMS.
Resultado: 0% travelers lost without communication during crisis.
6. Social Networks Can Save Lives
Descubrimiento: Travelers organized WhatsApp groups that helped them survive.
Implementación: Official groups by country/region with SegurosFly coordinators.
Resultado: Support network among travelers that remains active today.
7. Mental Health Is as Important as Physical
Estadística impactante: 67% of stranded travelers developed anxiety or depression.
Respuesta: First insurance to include psychological care during emergencies.
Resultado: 45% reduction in post-traumatic stress symptoms.
8. Seniors Need Differentiated Care
Realidad: 1,200+ travelers aged 65+ were highest risk group during strandings.
Protocolo especial: Medication, special diets, daily communication with family.
Resultado: 0% medical complications in seniors under our care.
9. Transparency Generates Trust in Crisis
Cambio radical: Daily public updates on social media about repatriation status.
Innovación: First insurance to share real-time data of its operations.
Resultado: 340% increase in new clients during pandemic.
10. Crises Define Who You Really Are
Reflexión final: Many insurers used "acts of God" to deny coverage.
Nuestra decisión: We spent an extra $89.4M to protect every client.
Resultado: From 50,000 clients we grew to 340,000 in 4 years.
💌 Final Message: What the Pandemic Taught Us About Humanity
"Crises don't forge character, they reveal it"
During the 127 most intense days of our history, we learned that travel insurance isn't policies, they're promises.
We promise to be there when everything falls apart. When governments close borders, when airlines cancel flights, when you feel lonelier than ever on the other side of the world.
The pandemic taught us that in the darkest moments, humanity shines brightest.
We saw nurses volunteer while stranded. Teachers create schools for quarantined children. Grandmothers lift the spirits of entire groups.
And us... we learned that our job isn't just paying medical bills. It's caring for people in their most vulnerable moments.
Thanks to the 15,247 travelers who trusted us during the crisis.
You taught us what it really means to protect a family.
— The SegurosFly Team, January 2025
🛡️ Protect Your Next Trip with Those Who Proved They Could Rise to the Occasion
The pandemic was our trial by fire. We proved that when you promise to protect someone, you keep your word no matter the cost. That promise stands today.
Travel with Those Who Keep Their Promises 🌟15,247 successful repatriations • $89.4M invested in crisis • 0 travelers abandoned
SegurosFly Team
Collective testimony from the team that lived through Operation Return 2020-2021. This article is a tribute to the 15,247 travelers who trusted us during the greatest travel crisis in modern history.