Global insurer Sompo is transforming how travelers experience flight delays with the expansion of its Smart Delay program to Singapore, mainland China, and Malaysia. Originally launched in Thailand, this innovative service—developed in partnership with Collinson International—offers travelers holding Sompo’s travel insurance policies instant access to airport lounges and premium services when their flights are delayed.
The program’s rapid growth reflects Sompo’s commitment to improving the modern travel experience. As air travel across Asia-Pacific rebounds to record levels, the need for solutions that offer real-time relief during flight disruptions has become increasingly vital. Sompo Smart Delay delivers exactly that—comfort, convenience, and peace of mind—without the hassle of traditional claims processes.
A Timely Expansion Across Asia
Following its successful debut in Thailand, Sompo Smart Delay has been strategically rolled out to Singapore, China, and Malaysia—markets with some of the busiest international airports in Asia. The expansion comes at a critical time. According to recent data, more than 54 million passengers in the Asia-Pacific region faced delays of over an hour in the first half of 2025.
Such figures underscore a growing problem in global aviation—frequent disruptions caused by weather, congestion, and operational issues. In response, Sompo is taking a proactive approach, enabling travelers to turn waiting time into relaxation time through its partnership with Collinson, a global leader in travel experience services.
This expansion isn’t just a regional upgrade—it’s part of Sompo’s broader mission to integrate digital convenience and customer-centric innovation into every part of its travel insurance ecosystem.
How Sompo Smart Delay Works
At its core, Sompo Smart Delay uses digital automation to provide near-instant access to services when flight delays occur. Eligible travelers register their flight details before departure—at least two hours in Singapore and three hours in China or Malaysia. Once the flight delay reaches the qualifying threshold, passengers automatically receive a digital voucher granting access to one of over 1,800 airport lounges worldwide.
But the benefits extend far beyond lounge access. Policyholders can also use their vouchers for airport spas, sleep pods, and dining discounts, ensuring their delay is spent in comfort rather than frustration. The process is completely paperless, eliminating the need for tedious claims, receipts, or reimbursement requests.
This real-time service model represents a new era for travel insurance—one that focuses on immediate, tangible value rather than delayed compensation.
Meeting the Needs of the Modern Traveler
Today’s travelers are no longer satisfied with traditional insurance claims that take days to process. The post-pandemic travel landscape has seen a shift toward instant gratification and premium service expectations. Sompo’s Smart Delay program recognizes this change, giving passengers direct access to comfort and convenience right when they need it most.
According to travel behavior studies across Asia-Pacific, over 60% of travelers have used an airport lounge at least once, and many now consider lounge access a standard part of their travel routine. Sompo’s service responds to this evolving mindset, turning what used to be an inconvenience—waiting in terminals—into an upgraded travel experience.
By ensuring passengers have access to premium facilities during delays, Sompo isn’t just offering financial protection—it’s providing emotional reassurance and lifestyle enhancement.
A Collaboration Built for Excellence
Sompo’s partnership with Collinson International—the company behind the Priority Pass network—has been instrumental to the program’s success. Collinson’s extensive infrastructure of lounges and airport services complements Sompo’s vision of customer-first innovation.
This collaboration allows travelers to access a wide range of facilities, from luxury lounges in Singapore Changi Airport to wellness centers and rest areas in major Chinese and Malaysian hubs. The partnership also ensures seamless coordination between insurers, airport service providers, and digital platforms—creating a holistic travel ecosystem that operates efficiently in real time.
Tailored for the Asia-Pacific Market
The Smart Delay expansion also aligns with Sompo’s regional growth strategy. As countries like Singapore and Malaysia emerge as major aviation hubs, the insurer’s presence in these markets demonstrates its focus on catering to the needs of both frequent business travelers and leisure tourists.
By embedding this service within its travel insurance portfolio, Sompo adds value to existing products and strengthens its position in Asia’s competitive insurance landscape. The integration of Smart Delay showcases how traditional insurers can evolve by blending technology with hospitality, creating services that directly enhance customer well-being.
Beyond Insurance: A Shift Toward Seamless Travel
The success of Sompo Smart Delay signals a broader transformation in the travel insurance sector. Rather than simply compensating for inconvenience, the new generation of insurance solutions focuses on experience-driven coverage—offering services that improve travel in real time.
This approach represents a paradigm shift: from protection to participation. Instead of being a reactive safety net, travel insurance becomes an active part of the journey, providing comfort, convenience, and support whenever disruptions occur.
For travelers, this means less stress and more control over their journeys. For Sompo, it marks a major step toward establishing itself as a leader in travel experience innovation.
Future Expansion Plans
Sompo and Collinson have both confirmed plans to expand Smart Delay further across the Asia-Pacific region, with potential rollouts in Japan, Indonesia, and South Korea under consideration. The companies also aim to integrate personalized offers, allowing travelers to choose from a wider range of premium airport services in the future.
The initiative aligns with regional tourism recovery strategies, as governments and airports work to restore traveler confidence through improved infrastructure and customer experiences. With Smart Delay, Sompo positions itself at the forefront of this evolution—bridging the gap between insurance and lifestyle.
Redefining the Future of Travel Insurance
The Sompo Smart Delay program is more than an insurance benefit—it’s a statement about the future of travel. By leveraging digital technology, strategic partnerships, and customer insights, Sompo is transforming how travelers experience disruptions.
As flight delays continue to rise globally, this model of instant, experience-based coverage could become the new standard for travel insurance. Whether you’re a frequent flyer or an occasional vacationer, Sompo’s Smart Delay ensures that even the most inconvenient travel moments are met with comfort, care, and confidence.
In an era where time is the greatest luxury, Sompo’s innovative approach ensures that every moment—delayed or not—feels first class.
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