Frequently asked questions
Trip Cancellation
I no longer want to travel. Can I get reimbursed for the cost of my flight ticket?
No, travel insurance does not provide cover for changing your mind about travelling.
My flight is cancelled, can I get my ticket cost reimbursed?
No, travel insurance does not cover flight cancellation by the carrier, including in the event of a strike. Only flight ticket cancellations made by you, as a result of a covered reason, are considered under your travel insurance.
To obtain a refund for a cancelled flight, we suggest you to contact the airline customer service directly.
I have a pre-existing medical condition that prevents me from travelling. Can I cancel and get reimbursed for the cost of my trip?
Reimbursement for cancellation due to a pre-existing medical condition varies according to your country of residence and the status of the medical condition at the time you purchased your travel insurance. Please refer to the policy Terms & Conditions.
Trip Delay
I've missed my flight because of a delay on the local public transport I used to get to the airport. Am I covered by the insurance?
Yes, if you miss your flight due to a delay from a travel carrier (such as a flight, train, or bus) or local public transport, you are eligible for reimbursement for additional transport expenses incurred to either reach your destination or return home.
To view the full list of covered events, please refer to policy Terms & Conditions.
I missed my flight because I did not wake up. Am I covered by the insurance?
No, the insurance does not cover reimbursement if you miss your flight due to a reason that was within your control.
My flight is delayed, am I covered by the insurance?
If your flight is delayed you can get refunded for accommodation, transport and meal expenses while you wait. There is a minimum delay period before you become eligible for reimbursement, please refer to the policy Terms & Conditions for full details.
This cover is complementary to any refund or reimbursement you may get from the airline.
Baggage cover
My baggage got damaged, lost or stolen during the trip: what am I covered for?
If your baggage is lost, damaged, or stolen while you are on your trip, you will be reimbursed for the cost to repair or to replace it. You can view the detailed conditions and exclusions in the policy Terms & Conditions.
My baggage is delayed, what am I covered for?
If your baggage is delayed by the airline, you will get reimbursed for the expenses incurred for the purchasing essential items until baggage arrives. There is a minimum delay period before you become eligible for reimbursement, please refer to the policy Terms & Conditions for full details.
This cover is complementary to any refund or reimbursement you may get from the airline.
Emergency Medical cover
Does the insurance cover medical expenses abroad?
The Emergency Medical coverage allows you to:
- Be reimbursed for the unforeseen emergency medical expenses that you may incur during your trip abroad, such as a visit to a local doctor for a minor health issue (gastroenteritis, sore throat...), medical tests and/or medication prescribed by a local doctor (blood tests, radiology exams...), emergency dental expenses, for example, to treat a severe toothache.
- Benefit from the payment of hospital expenses, if you need to be admitted to a hospital as an inpatient following an accident or serious health problem (hospitalisation costs, surgery, examinations...).
- Benefit from the payment of the medically necessary transport to the nearest hospital or appropriate medical facility, as well as medical repatriation to your home following a covered illness or injury.
Can I request to be repatriated to my country of residence in case of health issues during my trip?
All decisions about your repatriation must be made by medical professionals. If you become seriously ill or injured or develop a medical condition, you or someone on your behalf must contact our Allianz medical assistance service, and we must make all transport arrangements in advance. If we did not authorise nor arrange the transport, we will only pay up to what we would have paid if we had made the arrangements and will not be responsible for any transport arrangements that we did not authorise or arrange.
Please be aware that:
- A sprain or a cold will not be sufficient to justify medical evacuation or repatriation.
- Transport will only be possible if your condition is stable and/or if you are medically able to be transported.
How do I contact the medical assistance service?
The medical assistance service is available 24/7 at +33170363333.
Exclusions
Are there any exclusions to my insurance policy?
Yes, there are exclusions in travel insurance policies. These are specific situations or circumstances where the insurance cover does not apply. Some common exclusions may include high-risk activities such as extreme sports, acts of war or terrorism. The list of general exclusions and exclusions specific to each cover are all featured in the policy Terms & Conditions.
How do I make a claim?
The quickest and easiest way to file a claim is to visit the website at www.allianz-protection.com. To get started, you'll need your email address or policy number, as well as your departure date or policy purchase date.
You can also contact us at claims.awpeurope@allianz.com or +33170363333.
You can also download Allyz, your one-stop travel companion, to access your benefits on the go, connect with 24/7 assistance and file claims quickly.
Documentation to support your claim is required before we can review your claim. Once you have submitted your claim, you will receive a confirmation email.
How do I check the status of a claim?
For the quickest service, check the status of your claim online at www.allianz-protection.com or directly in Allyz.
Where can I find my policy number?
The insurance policy number is shown in the confirmation e-mail you have received and in the certificate of insurance provided to you after purchasing your insurance.
Why do I need to submit documentation?
Supporting documentation enables us to verify your claim, and it is required in order for us to start the assessment process. The documentation required depends on your claim type and reason. It may include receipts, communications and invoices from your travel suppliers, medical certificates, police reports, photos, etc
Why was my claim denied?
Some common reasons for claim denials are for example:
- Your claim reason does not meet the requirements stated in the policy
- Your claim reason is listed under "General Exclusions" in the policy
It's important to read the policy Terms & Conditions before you travel or make a claim to understand what is and is not covered.
Travel insurance
AWP P&C S.A. – Dutch Branch, trading as Allianz Assistance and/or Allianz Travel, is an insurer licensed to act in all EEA countries and operating in freedom of services, with corporate identification No 33094603, and registered at the Dutch Authority for the Financial Markets (AFM) No 12000535. AWP P&C S.A., which has its registered office in 7 rue Dora Maar, Saint-Ouen, France, is authorized by L’Autorité de Contrôle Prudentiel et de Résolution (ACPR) 4 Place de Budapest CS 92459, Paris Cedex 09, France.