1. Before you start
Requirement | Why it matters |
Contract with an insurance provider | A valid agreement is required before you can sell insurance add-ons. |
How it works
The insurance upsell appears after the checkout form, right below the promo code section.
Customers must explicitly select “Yes” or “No” before completing their payment.
The price (as a % of the basket total) updates automatically if the cart changes, ensuring full transparency.
If a refund is required, it is processed directly by the insurance provider — Smeetz is not involved in the refund process.
2. Step-by-step guide
Create a product for the insurance add-on
In the back office, create a new product named after the insurance provider (e.g. Secure My Booking) and upload the insurance logo there.
Add a single ticket (with free price). The product and ticket names will appear in email confirmations and analytics, but you won’t be able to see the insurance ticket in the back office once we enable the configuration, so make sure to keep the product live and not archive or delete it (if you find it is empty).
Share tickets and product names on which the insurance is applicable.
Personalise the insurance flow
Some elements are customisable but must be configured by your implementation manager.
Share the following content with them:
"Yes" message: Sentence displayed when the customer accepts the insurance
Insurance conditions message: Text shown under the “Yes” option. Each line break becomes a bullet point.
Disclaimer text link: The terms link is configurable under Backoffice → Branding details → General info.
The insurance logo will be the product picture uploaded. The logo will appear in the booking flow and confirmation email.
Note: The title (“Plans can change – protect your booking”) and “No” option (“No, I accept I won't get a refund if I can't attend”) are not customisable.
Personalise the confirmation email message:
Message displayed in the booking confirmation email.
Set up insurance fee calculation
Share the percentage rate with your implementation manager.
The fee applies to 100% of the basket total.
Only one percentage value can be configured.
Currently, only percentage-based pricing is supported.
Where to find insurance sales?
Insurance revenue appears under the Journal Entries dashboard.
Use the insurance product or ticket name to filter and isolate these transactions.
3. FAQ & quick fixes
Problem: The insurance add-on doesn’t appear at checkout.
Solution: The feature is not self-service — contact your implementation team to enable it.
Problem: Add-on not visible in back office.
Solution: This is expected behaviour. Insurance products are hidden as they are non-editable service items.
Problem: Gift cards affect insurance pricing.
Solution: Gift cards are treated as discounts. If the booking is fully paid with a gift card, insurance cannot be sold.
4. Limits
Works only with percentage-based pricing.
No integration or API call to the insurance — all insurance accounting is external and handled manually.
Refunds are processed directly by the insurance provider, not by Smeetz.
Only one active insurance add-on per product.
Gift cards may invalidate insurance if they cover 100% of the order.
Not compatible with donations in the same basket.
Product and ticket don’t appear in back office product lists (type not supported in UI).
Some display inputs are static and cannot be modified.