Customer Case Study: Confidence to Travel for the First Time Abroad

When Stacey began planning a long-awaited family holiday, it wasn’t just about choosing a destination - it was about fulfilling a heartfelt wish. Her dad, Chris, had turned 70 in October 2025, and for the first time, he had asked for something for himself: to travel abroad. Known for his generosity and selflessness, Chris was the kind of person who would give away his last £5 without hesitation. When he expressed a desire to go away, it meant everything to Stacey and the family to make it happen.

Neither Chris nor Stacey’s mum, Pearl, had ever travelled abroad before. The idea of navigating airports, booking flights, and organising a trip felt overwhelming - especially for Chris, who admitted he wouldn’t know where to start. But what he did know was that he wanted to go somewhere special for Pearl. She had always loved dolphins, so finding a destination where she might see them became a key part of the plan.

After some research, a guided tour to Portugal stood out as the perfect option. It offered structure, support, and the chance to experience something completely new - together as a family. With an August departure in mind, excitement quickly began to build. Chris was so excited he even downloaded a countdown calendar.

However, alongside the excitement came a practical concern: travel insurance. Stacey knew it was something that needed to be sorted as soon as possible, especially given the family’s medical considerations. Turning to a comparison website, she began exploring options but quickly found that many insurers came with high prices and restrictive terms due to pre-existing conditions. Some quotes were significantly more expensive than expected, which raised concerns about affordability and whether they would be properly covered.

Determined to find a better solution, Stacey continued comparing policies and that’s when Goodtogo appeared. Not only was the quote more competitive, but it also came with fewer restrictions than others she had seen.

Encouraged by this, Stacey moved forward with the process online. She found it straightforward and easy to complete, with clear steps and no unnecessary complications. There was a small hiccup when Chris and Pearl’s dates of birth were entered incorrectly, but after reaching out via email, the issue was quickly resolved with a follow-up call the very next day. The error was identified and corrected promptly, leaving Stacey reassured by the responsiveness and support.

What stood out most was the balance between affordability and appropriate cover. Stacey was mindful not to simply choose the cheapest option, but to ensure the policy genuinely met their needs. With Goodtogo, she felt confident that the cover reflected their medical circumstances without hidden surprises or limitations.

For Chris, having the insurance in place added another layer of reassurance. His excitement for the trip never wavered, but knowing everything was properly arranged allowed the whole family to look ahead with confidence. What began as an uncertain process became a smooth and positive experience.

This trip isn’t just a holiday; it’s a milestone. A first-time adventure abroad for Chris and Pearl, a chance to tick off a bucket list experience, and an opportunity for the family to create lasting memories together.

Looking back, Stacey feels that choosing a specialist travel insurer made all the difference. The clarity, fair pricing, and ease of process helped remove barriers that initially felt daunting.

For anyone worried about travelling with pre-existing medical conditions, Stacey’s advice is simple: don’t assume it’s out of reach. With the right provider, it’s possible to find cover that’s both suitable and affordable - without compromise.

With everything now in place, the family can focus on what truly matters: enjoying their time together, discovering somewhere new, and hopefully spotting dolphins along the Portuguese coast.