SimpleRefunds (previously EOS) is a specialised platform designed to assist travel providers and ticketing agents in managing consumer refund entitlements efficiently, equitably, and in full regulatory compliance. In an industry increasingly impacted by disruptions, insolvency events and higher consumer expectations, travel providers are under growing pressure to uphold refund guarantees when plans are altered or suppliers default.
To address these challenges, SimpleRefunds formed a partnership with TMU Management, an MGA specialising in insurance solutions for financial failure, chargeback and supplier default risks. This alliance produced a scalable model that merges TMU's underwriting expertise with SimpleRefunds' proficiency in claims management. The collaborative solution enables travel and ticketing providers to protect both their operations and customers from the financial repercussions of cancellations, insolvency or operational interruptions.
The outcome is an advanced refund and protection infrastructure that upholds consumer rights, ensures regulatory compliance, and strengthens the financial stability of the travel supply chain—while preserving a streamlined customer experience.
SimpleRefunds is based in the UK and focuses on refund processing, consumer protection and claims management within the travel and events sectors. The platform supports travel providers, ticketing agents and airlines in fulfilling refund obligations arising from cancellations, delays, or insolvency, delivering a transparent and efficient experience for end customers.
With the mission to simplify consumer protection for providers, SimpleRefunds minimises administrative burden, maintains regulatory adherence, and builds consumer trust even during service disruptions. By partnering with insurance carriers and MGAs such as TMU, SimpleRefunds extends its capabilities from claims administration to comprehensive, insured refund protection—balancing operational efficiency with robust financial support.
Travel and ticketing organisations face intensifying regulatory demands to secure consumer refunds in scenarios involving cancellations or insolvencies. When a provider or event organiser is unable to fulfil obligations, refund liabilities may cascade through intermediaries, exposing agents and resellers to chargebacks and reputational risks. Conventional mechanisms like bonds, trust accounts or reserve funds are often inflexible, costly and slow in execution. Manual refund processes can be inconsistent, leading to delays and customer dissatisfaction.
SimpleRefunds identified a need for an integrated operational and financial solution—one capable of efficiently processing refund claims while guaranteeing payment security, even in the event of supplier insolvency. Achieving this required an insurance partner with the capacity to underwrite such risks at scale and integrate seamlessly with SimpleRefunds' claims platform.
Through their partnership, TMU Management and SimpleRefunds established a framework that integrates TMU's regulated underwriting expertise with SimpleRefunds' advanced claims management technology. Insurance-backed refund protection is woven into the transaction process, assuring that, in the event of disruption or insolvency, SimpleRefunds can issue prompt refunds to affected consumers, secured by TMU's insurance coverage.
Key features include:
This joint approach delivers a comprehensive, efficient and compliant refund protection model, combining the security of regulated insurance with the speed and accuracy of automation.
The implementation was executed in three phases:
Key challenges included aligning data flows between booking, payment and insurance systems, as well as maintaining optimal balance between speed and accuracy in claim validation. Continuous cooperation between TMU's underwriting team and SimpleRefunds claims specialists was instrumental in achieving a durable and scalable solution.
The partnership offers travel providers a compelling combination of enhanced financial protection and operational efficiency. Insured refund liabilities reduce capital and compliance burdens, while consumers benefit from expedited refund processes and increased trust in transaction security.
Notable outcomes include:
This collaboration has established a new benchmark for integrated refund protection by transforming refund management into a proactive, fully insured process.
Looking forward, TMU and SimpleRefunds intend to expand this innovative model to additional sectors within the travel and events industries, ensuring every customer's right to a managed and guaranteed refund.
If you need insurance that’s built around how your business really works, TMU Management is ready to help. Our team is here to explore your challenges, understand your risk exposure and build a bespoke solution that fits your strategy.
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