Protecting Fan Investments: Paciolan’s Partnership with Protecht

Approximately 3 in 5 Gen Z and Millennials travel (or plan to travel) more than 50 miles from home for concerts and sporting events. These dedicated fans are making significant investments in experiences and increasingly expect options to protect those investments.

When considering ticket insurance options, you might think, "We don't want to complicate our checkout process," or "our patrons might resist additional costs." These are reasonable considerations – you’re careful about what you add to your patron experience.

The reality, however, is that today's experience-focused consumers are already accustomed to protecting their investments—they do it for travel, electronics, and increasingly, for live events. By offering ticket insurance, you're providing a service many patrons already seek out.

Paciolan's official ticket insurance partner—FanShield powered by Protecht—offers a solution that's simple to activate yet creates additional revenue streams while reducing your customer service workload. Let's take a closer look at what makes this low-effort, high-return solution so effective:

Shift the Burden, Feel the Difference

So why add ticket insurance when you already have a flexible refund policy? A key advantage FanShield offers is how it streamlines your operational workflow. Here's how:

• Reduces Customer Service Workload: Box office teams spend significantly less time answering refund-related questions with FanShield's representatives handle the majority of these inquiries, only escalating special cases through a professional handoff process

  
  

• Enhances Your Existing Policies: FanShield doesn't replace your flexible refund policy—it enhances it by handling standard refund cases while shifting some financial losses away from you. You maintain full control over special situations, and customers get clear guidance about what's covered

  
  

• Decreases Refunds & Chargebacks: FanShield reduces financial disputes through transparent communication of terms at checkout and in follow-up emails, while utilizing proactive transaction monitoring with automated triggers to identify potential fraud scenarios

  
  

With FanShield handling these customer interactions, your team can focus on other priorities while still maintaining exceptional service. But how does this affect the fan experience at checkout?

No Forced Costs, Just Smart Options

Patrons can decide for themselves if protection makes sense for their purchase. Think of it as an added choice, not an added cost, that puts fans in the driver's seat. The add-on is:

• Completely optional at checkout

• Clearly presented with transparent pricing

• Designed to let customers make their own value assessment

• Even includes a 72-hour window for patrons to change their minds and receive a full refund on their premium
  

The checkout experience stays smooth with a simple checkbox appearing right within the purchase flow. Premiums and coverage are crystal clear, so fans know exactly what they're getting.

Thoughtful Addition, Impactful Results

Certain events create natural opportunities for fans to recognize the value of protection. For Oklahoma State University, two conditions made ticket insurance particularly valuable when it came to their Boys from Oklahoma concert series.

First, their spring outdoor concert faced significant weather uncertainty, with extreme temperature fluctuations and rain risks creating natural hesitation among potential buyers. Second, they recognized they were engaging a new audience segment with different expectations around purchase protection. Their strategic foresight in recognizing these specific factors paid off with 20% of their patrons purchasing ticket insurance for the event, far above the industry standard average.

"When the Boys from Oklahoma concert came to fruition, offering ticket insurance gave buyers peace of mind and helped mitigate hesitation, especially given the weather risk," explains Alec Proctor, Assistant AD of Ticketing, Oklahoma State University. "Because the insurance was handled by a trusted partner, it added value without placing any additional operational strain on our team while creating a new stream of risk-free, incremental revenue."

Similar benefits have been reported across different venue types, especially for touring Broadway productions like Wicked that draw patrons traveling from across the region. Brigitte Bode, Assistant Box Office Manager at Oklahoma City Civic Center Music Hall, shares, "Adding FanShield has benefited both our patrons and our venue. Customers appreciate having coverage options for unexpected situations, while we've seen additional revenue from being able to resell returned seats and a passive revenue share from the insurance sales."

Take the Next Step

As consumers increasingly seek out memorable live experiences and willingly invest more to enjoy them, ticket protection offers the peace of mind they desire. Protecht's commitment to exceptional service is reflected in their customer promise:

"Protecht prioritizes always putting the consumer first and giving you peace of mind in the event of unforeseen circumstances. Our Consumer Experience Team is dedicated to delivering a "fast & friendly"refund process, ensuring we pay 100% of valid claims without any hidden "discretionary" fine print. We strive for first-contact resolution to make your experience quick and hassle-free because we want every experience you have to be a positive one!"

Ready to implement this simple and powerful addition to your checkout? Contact your Paciolan Client Partner today.