1. Purchasing a Travel Insurance Plan

Transcription

Travel Insurance - Additional Questions And Answers
1. Purchasing a Travel Insurance Plan
Why should I buy a travel insurance plan?
Whether you work hard to take one great vacation a year or you make frequent trips for business or
pleasure, travel insurance will protect your travel investment and help give you additional peace of mind
while you are away from home.
When you choose one of our affordable travel insurance plans, you'll receive the following coverages*:
y Coverage for trip to any destination at least 100 miles away from home;
y Coverage for your travel investment in case of cancellation, interruption or delay, with
reimbursement for accommodations, airline tickets, rental car deposits and more;
y Coverage for emergency medical situations;
y Coverage for lost, stolen or delayed baggage;
The plans also provide assistance services** including:
y 24/7 worldwide emergency assistance in case of a medical or travel-related emergency;
y Concierge services, including travel information, entertainment planning and other personal
assistance.
*Coverages underwritten by Stonebridge Casualty Insurance Company.
**Assistance services provided by the program administrator through Assured Assistance Inc.
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Why do I need a Travel Insurance Plan?
Whether you’re simply going 100 miles from home or right across the ocean, you’ll want valuable
financial protection against a wide range of unforeseen situations that can happen before or during your
trip. Travel insurance provides a “lifeline” call to professionals trained to deal with travel emergencies.
To further illustrate how important travel insurance is, here are just a few scenarios where it provides
value:
•
Unexpected Illness Before Your Trip
If you were to become ill several days before a trip such as a week-long cruise and need to
cancel your plans, trip cancellation coverage may reimburse you for any prepaid, forfeited, nonrefundable payments or deposits that you made for your trip. This could include your airfare, the
cost of your cruise, pre-paid land excursions, and any hotel stays you paid for in advance.
•
Unavoidable Travel Delay
Last Modified July 11th, 2012
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Any number of situations could happen to cause your travel plans to be delayed—for example,
your tour bus or flight could be delayed, inclement weather could prevent air travel, and more.
With travel delay coverage, if your trip is delayed for 6 hours or more for a covered reason, your
travel insurance helps cover your additional expenses such as hotel arrangements, meals and
more while you are delayed.
•
Cancelled Flight/Cruise
Should your airline carrier or cruise line cancel your arrangements —for example, due to
inclement weather or a transportation strike — trip cancellation coverage could reimburse you for
any prepaid, forfeited, non-refundable payments or deposits that you made for your trip.
•
Lost or Stolen Personal Items
Imagine that you are in a foreign country—and your luggage and medications are stolen from
your hotel room. Because of your condition, you require an emergency prescription to be filled.
One toll-free phone call to our 24/7 emergency travel assistance number could secure the
assistance you need to get your emergency prescription filled as fast as possible. And, you could
receive reimbursement to help pay for the cost to replace your clothing and other personal items.
•
Emergency Medical Situation During Your Trip
Medicare and group health insurance programs may not provide the coverage you need in an
emergency when you are traveling outside of the U.S. If you were to have a medical emergency
in a foreign country—and need to be hospitalized—the cost of emergency treatment could be
financially damaging to you and your family. Not only that, but how would you find the nearest
facility that can provide the appropriate care—especially if you can't speak the language?
Our travel insurance plans include emergency medical/dental and emergency medical
transportation coverage to help protect you financially if you require expensive care such as a
medical evacuation by helicopter, a major surgery or a hospital stay. The associated assistance
services would help you to find proper medical care.
Even more important, you would have the 24/7 support of our worldwide emergency travel
assistance provider, Assured Assistance Inc. (AAI). AAI supports millions of travelers and
manages almost 400,000 calls every year. If you have a medical emergency while traveling, AAI
will be there 24 hours a day, seven days a week to help you find appropriate care; maintain
contact with your medical providers, family or employers; act as your advocate; facilitate
language translation if you are in a foreign country; provide claims assistance; and so much
more—all to help you get well and home safely.
•
Natural Disaster
If a natural disaster such as a hurricane, flood or earthquake were to cause damage to your hotel
or to the area you are traveling to, you may need to either cancel your trip or come home early.
Trip cancellation and interruption coverage may* reimburse you for the prepaid, forfeited, nonrefundable payments or deposits that you made for your trip. In addition, if you are already at
your destination and need to return home early, your coverage may pay for additional
transportation expenses (such as a new flight) to get you back home.
•
Financial Insolvency of a Travel Supplier
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If your trip is cancelled or interrupted because of the unforeseen financial insolvency or
bankruptcy of your travel supplier (for example, a tour operator, cruise line or airline carrier),
your coverage may protect your travel investment by reimbursing the non-refundable portion of
your prepaid travel arrangements.
Note: Financial Insolvency of a Travel Supplier Coverage is not provided under the Basic plan.
For coverage details including terms and conditions, please see the Description of Coverage for your plan which can be found in
the Education Center.
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What questions should I ask myself before purchasing travel protection?
You can ask yourself the following questions to assist in selecting the coverage that is right for you.
What does my HMO cover me for? Do I need rental car coverage? Do I need Cancel For Any Reason
Coverage? Is price a factor where a family rate on Preferred would be important to me?
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Will travel insurance provide coverage if I need to cancel my trip due to an
unexpected illness?
If you were to become ill several days before a trip such as a week-long cruise and need to cancel your
plans, trip cancellation coverage may reimburse you for any prepaid, forfeited, non-refundable payments
or deposits that you made for your trip. This could include your airfare, the cost of your cruise, pre-paid
land excursions, and any hotel stays you paid for in advance.
the Education Center. The specific reference for this question can be found in section titled: Covered Reasons for Cancellation and
Interruption.
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Will travel insurance provide coverage if I experience an unavoidable travel delay?
Any number of situations could happen to cause your travel plans to be delayed—for example, your tour
bus or flight could be delayed, inclement weather could prevent air travel, and more. With travel delay
coverage, if your trip is delayed for 6 hours or more for a covered reason, your travel insurance helps
cover your additional expenses such as hotel arrangements, meals and more while you are delayed.
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the Education Center. The specific reference for this question can be found in section titled: Travel Delay Coverage and Benefits.
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Will travel insurance provide coverage if the airline carrier or cruise line cancels my
travel arrangements?
Should your airline carrier or cruise line cancel your arrangements, due to inclement weather or a
transportation strike, trip cancellation coverage could reimburse you for any prepaid, forfeited,
non-refundable payments or deposits that you made for your trip.
Interruption.
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Will travel insurance provide coverage if my personal items are lost or stolen during
my trip?
Imagine that you are in a foreign country—and your luggage and medications are stolen from your hotel
room. Because of your condition, you require an emergency prescription to be filled. One toll-free phone
call to our 24/7 emergency travel assistance number could secure the assistance you need to get your
emergency prescription filled as fast as possible. And, you could receive reimbursement to help pay for
the cost to replace your clothing and other personal items.
the Education Center. The specific reference for this question can be found in section titled: Baggage and Personal Effects
Coverage and Benefits.
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Do I need medical coverage when I travel abroad?
Medicare and group health insurance programs may not provide the coverage you need in an emergency
when you are traveling outside of the U.S. If you were to have a medical emergency in a foreign
country—and need to be hospitalized—the cost of emergency treatment could be financially damaging to
you and your family. Not only that, but how would you find the nearest facility that can provide the
appropriate care—especially if you can't speak the language? Our travel insurance plans include
emergency medical/dental and emergency medical transportation coverage to help protect you
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financially if you require expensive care such as a medical evacuation by helicopter, a major surgery or
a hospital stay. The associated assistance services would help you to find proper medical care. Even
more important, you would have the 24/7 support of our worldwide emergency travel assistance
provider, Assured Assistance Inc. (AAI). AAI supports millions of travelers and manages almost 400,000
calls every year. If you have a medical emergency while traveling, AAI will be there 24 hours a day,
seven days a week to help you find appropriate care; maintain contact with your medical providers,
family or employers; act as your advocate; facilitate language translation if you are in a foreign country;
provide claims assistance; and so much more—all to help you get well and home safely.
the Education Center. The specific reference for this question can be found in section titled: Emergency Medical and Dental
Expense Coverage.
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Will travel insurance provide coverage if I have a medical emergency away from
home?
Our travel insurance plans include emergency medical/dental and emergency medical transportation
coverage to help protect you financially if you require expensive care such as a medical evacuation by
helicopter, a major surgery or a hospital stay. The associated assistance services would help you to find
appropriate medical care. Even more important, you would have the 24/7 support of our worldwide
emergency travel assistance provider, Assured Assistance Inc. (AAI). AAI supports millions of travelers
and manages almost 400,000 calls every year. If you have a medical emergency while traveling, AAI will
be there 24 hours a day, seven days a week to help you find proper care; maintain contact with your
medical providers, family or employers; act as your advocate; facilitate language translation if you are in
a foreign country; provide claims assistance; and so much more—all to help you get well and home
safely.
Expense Coverage and Benefits.
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Will travel insurance provide coverage if my hotel is damaged due to a Natural
Disaster?
If a natural disaster such as a hurricane, flood or earthquake were to cause your accommodation to be
uninhabitable or subject to a mandatory evacuation, you may need to either cancel your trip or come
home early. Trip cancellation and interruption coverage may reimburse you for the prepaid, forfeited,
non-refundable payments or deposits that you made for your trip. In addition, if you are already at your
destination and need to return home early, your coverage may pay for additional transportation
expenses (such as a new flight) to get you back home.
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the Education Center. The specific reference for this question can be found in section titled: Covered Reasons for Trip
Cancellation and Interruption.
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Will travel insurance provide coverage if my trip is cancelled due to the financial
insolvency of a travel supplier?
Available under the Deluxe and Preferred plans, Financial Insolvency of Supplier Coverage provides trip
cancellation and trip interruption coverage due to unforeseen financial insolvency or bankruptcy of a tour
operator, cruise line or airline carrier whose services or products form all or part of your trip, provided
your insurance was purchased within 15 calendar days of the time of your initial trip deposit. For any
benefit to be payable under Financial Insolvency Coverage, at the time of your application, the travel
supplier must not appear on the list of travel suppliers for which coverage is not provided, and the
financial insolvency must not have occurred within 7 calendar days from the date your insurance policy
was purchased.
Note: This coverage is not included with the Basic plan and is not available for purchase as stand-alone coverage.
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When should I purchase my travel insurance?
To ensure you have coverage for future unforeseen events, we urge you to purchase your insurance
when you make your initial trip deposit. However, you can purchase your insurance at any time prior to
departure. Please note that certain coverages only apply if you have purchased within 15 days of your
initial trip deposit.
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I didn't purchase my insurance at the initial trip payment date. Can I still purchase a
travel insurance plan?
The travel insurance plans can be purchased at any time prior to departure with the exception of Deluxe
with Cancel for Any Reason which must be purchased within 15 days of initial trip payment. However,
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certain coverage within the plans will not be in effect if the plan is not purchased within 15 days of initial
trip payment. If a reason to cancel exists prior to the purchase of the plan this would not be a covered
benefit.
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Who is eligible to buy coverage?
You are eligible to buy our travel insurance coverage if you are a U.S. citizen or resident of the United
States of America and pay the required premium. There are no age restrictions to purchase coverage;
however, your age may be one of the factors that determine the cost of your coverage.
the Education Center. The specific reference for this question can be found in section titled: Who is Eligible for Coverage?
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How much does travel insurance cost?
Factors such as the cost of your trip, the length of your trip, the plan you choose and your age may
affect the cost of your coverage. We offer several travel insurance plans to meet your travel needs.
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What is the 10-day free look period?
Your satisfaction is important to us. If you are not satisfied for any reason, you may cancel your
coverage within 10 days of your application date or receipt of your Description of Coverage,
whichever is later. If you haven’t already left on your trip, and/or provided there has been no incurred
covered expense, you will receive a full refund of your plan cost. You will need to send a letter indicating
your desire to cancel to:
Program Administrator
P.O. Box 19093
Greenville, SC 29602-9093
After the 10 day free look period, the premium payment is non refundable. An exception applies to
travel protection plans in the following circumstances:
y
The supplier (tour operator, airline, etc.) cancels your trip and all penalties are waived.
y
The supplier (tour operator, airline, etc.) changes the travel dates and you are unable to
travel on these dates and all penalties are waived.
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y
You cancel your trip before any cancellation penalties are in effect.
the Education Center. The specific reference for this question can be found in section titled: Your Satisfaction is Important to us.
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When does coverage begin and end?
Pre Departure trip cancellation coverage takes effect on the date your premium payment is received. All
other coverages take effect on the scheduled departure date of your trip.
All coverages automatically end on the earlier of:
y The date your trip is completed
y The scheduled return date of your trip
y Your arrival at the return destination on a round-trip, or the destination on a one-way trip
Cancellation of your trip
the Education Center. The specific reference for this question can be found in section titled: Effective Dates of Insurance
Coverage.
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I’m over 65 and have a few health problems. Is it still possible for me to buy travel
insurance?
Yes; coverage is available to travelers of all ages. Please refer to the pre-existing conditions exclusions
to understand our exclusion for pre-existing medical conditions.
the Education Center. The specific reference for this question can be found in section titled: Pre-Existing Condition Exclusion.
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Doesn’t my credit card cover me when I travel?
It might, and it might not. Some credit cards may provide very limited coverage for emergency travel
related expenses when you are traveling outside the U.S. We recommend that you carefully review the
travel insurance coverage that your credit card provides, as well as any conditions or stipulations. You
may also wish to speak with your credit card provider.
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I have booked a one-way trip. Can I purchase a travel insurance plan?
The travel protection plans are available for a one-way trip. Please note that the coverage will end when
you arrive at the destination of your one-way trip.
the Education Center. The specific reference for this question can be found in section titled: Who is Eligible for Coverage.
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I have booked a trip to Cuba. Can I purchase a travel insurance plan?
The U.S. Government has sanctions in place against Cuba which prohibits persons subject to U.S.
jurisdiction, including all U.S. citizens, from engaging in transactions in which Cuba or a Cuban national
has any interest whatsoever, direct or indirect, including transactions relating to travel. 31 CFR Part
515. There are certain limited situations in which U.S. individuals or entities can engage in travel
related transactions involving Cuba pursuant to general and/or specific licenses issued by the Office of
Foreign Assets Control (OFAC). Stonebridge Casualty Insurance Company does not authorize the issue
of travel insurance coverage in the absence of the required authorization and/or documentation for
travel to Cuba by U.S. residents. You must contact us prior to purchasing a travel insurance plan and
provide your appropriate OFAC license and any other required documentation needed. Your travel
information and documentation will be forwarded to Stonebridge Casualty Insurance Company for
review. If approved they will provide us with authority to proceed with your enrollment in the travel
insurance plan of your choice.
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2. Choosing the Plan that is Right for You
Can you tell me about the Deluxe plan?
The Deluxe plan is our most complete plan. It provides 24/7 worldwide emergency assistance,
concierge services, and financial protection against the widest range of situations and the highest
coverage limits of all our plans.
If you need the most complete travel insurance coverage we provide, consider the Deluxe plan.
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Can you tell me about the Preferred plan?
The Preferred plan is our Most Popular Plan—with Special Family Rates. With the Preferred plan, you'll
have 24/7 worldwide assistance in case of a medical or travel emergency, concierge services, and
valuable coverage for unexpected situations that can happen on a trip. Also enjoy special family rates if
you're traveling with children or grandchildren.
If you need travel insurance coverage for unexpected situations that can happen on a trip, but don't
need rental car damage coverage or the flexibility to cancel your trip for any reason, consider Preferred.
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Can you tell me about the Basic plan?
The Basic plan provides essential Coverage for the Value-Minded Traveler. With the Basic plan, you'll
have 24/7 worldwide assistance in case of a medical or travel emergency, concierge services, and
essential coverage for the unexpected situations that can happen on a trip.
If you don't require the higher coverage limits offered by the Deluxe and Preferred plans, and are
comfortable with coverage for fewer situations for trip cancellation and interruption, consider Basic plan.
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The Basic doesn’t seem to have all the benefits of the Deluxe or Preferred plans. The
additional benefits provided in the other plans are factors that I do not have control
over, why aren’t these benefits provided in the Basic Plan.
Insurance in general provides coverage for situations that are not within the insured’s control. The Basic
Plan is designed and priced to provide essential coverage for the value minded traveler. Our Compare
Plans tool can be found in the Education Center and is designed to clearly outline the differences
between products to allow you to easily choose the coverage that is right for you.
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What is the difference between the 3 travel protection plans?
Our travel protection plans are designed to meet the needs of travelers providing essential coverage in
the Basic Plan to our most complete option in the Deluxe Plan. To assist in making your choice click on
Compare Plans in the Education Center.
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I am unclear as to which product to select. How do I choose?
Please access the Compare Plans in the Education Center. You can ask yourself the following questions
to assist in selecting the coverage that is right for you. What does my HMO cover me for? Do I need
rental car coverage? Do I need Cancel For Any Reason Coverage? Is price a factor where a family rate
on Preferred would be important to me?
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I’m looking for a travel insurance plan that does not include trip cancellation
coverage?
Trip cancellation coverage protects your travel investment against unforeseeable events that are
outlined in the plan you choose. However, if you do not require this financial protection the Basic plan
can be purchased with a trip cost of $0. There will be no coverage for unforeseen trip cancellation or
interruption situations that may occur. Coverage would be provided for travel delay expenses,
emergency medical expenses, emergency medical transportation, baggage loss and delay as well as
flight and travel accident.
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3. Family rates
My child is traveling with me. Do I need to buy separate coverage for him/her?
If you purchase the Preferred plan, your child (or grandchild) is covered in full under your plan at no
additional cost, as long as he or she is under age 17 on the date you purchase your travel insurance.
If you purchase either the Basic or Deluxe plan, you will need to purchase separate coverage for the
child.
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Why are family rates only available with the Preferred plan?
In our experience our Preferred plan is well suited for families and provides the travel insurance benefits
that are likely to be needed most when travelling with children. That’s why we offer special family rates
on our Preferred plan. To receive a quote with our family rates you must have at least one paying adult
traveling, with any number of children 17 years of age or under (on the date the insurance is
purchased). To get a quote with our special family rate, complete all required fields in the online
application and click on “Get my quote”. Family rates will automatically be applied to the Preferred plan
quote provided.
If the coverage and benefits provided by any of our other insurance plans are more suited to your
needs, we recommend that you purchase one policy for all adult travelers, and a separate policy for
travelers 17 and under, in order to receive the best value for your dollar. The reason we make this
recommendation is because children typically have lower trip costs than adults (ie. Hotel, airplane fares)
and the trip cost affects the price you pay for your insurance.
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For the family pricing on the Preferred plan. Does it have to be a family member
traveling or simply any paying adult?
Family pricing is available when children are traveling with their parent or grandparent.
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4. Website assistance
I’m purchasing travel insurance online, what do I enter as the initial trip payment
date?
The date you first made a full or partial payment (credit card, check, cash or otherwise) towards your
trip.
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I’m purchasing travel insurance online, what do I enter as the trip cost, per person?
The amount of travel insurance coverage you receive is based on each traveler’s trip cost. In order to
receive the right amount of coverage, enter the total cost of your trip for one person, rounding up to the
nearest dollar.
As children typically have lower trip costs than adults (ie. hotel, airplane fares) we recommend you find
out more about our special Family Rates and how to get the best value for your dollar when travelling
with children.
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I’m purchasing travel insurance online, what do I enter as the primary insured state
of residence?
The state where you live/reside on a regular basis.
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I’m purchasing travel insurance online, what do I enter as the Destination?
Please tell us the intended location of your trip.
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I’m purchasing a travel protection plan online, what do I enter as the travel supplier
name?
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Provide the name of the tour operator, airline, cruise operator or other travel supplier that you will be
using for this trip.
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I’m on Step 4 of 4 and cannot complete my purchase. How can I activate the
‘Complete Purchase’ button?
In order to complete your online purchase you must open and review the Description of Coverage PDF,
as well as the Terms and Service Agreement. Once reviewed, the terms and conditions check box will
become enabled. Simply click the check box to acknowledge your agreement to the terms and conditions
set out, and click on “complete your purchase”.
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5. Post-enrollment
Do I really need to read my travel insurance Description of Coverage?
We strongly recommend that you do. Your Description of Coverage is a valuable source of information
and contains provisions that limit or exclude coverage. Please read it before you go, keep it in a safe
place and carry it (or your wallet card) with you at all times when you travel.
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I accidentally deleted my email fulfillment, how can I get another copy?
For your convenience, if you are looking for a Description of Coverage for the plan that you have
purchased this can be found on our website. If you are unsure of the plan that you have purchased
please Contact Us. We will also be able to resend your fulfillment email.
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How do I get a copy of the full policy?
For your convenience, if you are looking for a Description of Coverage for the plan that you have
purchased this can be found on our website. If you are unsure of the plan that you have purchased
please Contact Us. We will also be able to send you a copy of your state specific policy upon request.
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My trip cost has increased, am I able to upgrade the coverage to include the
additional trip components that I purchased?
The coverage can be upgraded to include the additional trip components at the time they were
purchased. Please Contact Us for assistance with the policy upgrade.
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The supplier has changed my travel dates and all penalties were waived. I will be
able to travel can I update the dates on the travel protection plan?
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We would be able to assist you with a date change on the travel protection plan as long as there have
been no incurred covered expenses and you haven’t already left on your trip. Please Contact Us for
assistance with the date change.
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The supplier has changed my travel dates and all penalties were waived. I will not
be able to travel can I receive a refund of the travel protection plan?
The travel protection plan may provide a refund in the event that the supplier changes the travel dates
and you are unable to travel on these dates and all penalties were waived. Please Contact Us for
assistance with the travel protection plan refund.
the Education Center. The specific reference for this question can be found in section titled: Your Satisfaction is Important to us.
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6. Coverage – Cancellation and Interruption
What is the trip cancellation coverage and benefit?
If you are prevented from taking your trip for one of the covered reasons, we will reimburse you, up to
the amount specified in your plan, for the amount of prepaid, forfeited, non-refundable payments or
deposits that you paid for your trip. We will pay your additional cost as a result of a change in the per
person occupancy rate for prepaid travel arrangements if a traveling companion’s covered trip is
canceled and your covered trip is not canceled.
the Education Center. The specific reference for this question can be found in section titled: Pre-Departure Trip Cancellation
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What is the trip interruption coverage and benefit?
If you are delayed beyond the scheduled departure date or are unable to continue your trip for one of
the covered reasons, we will reimburse you, less any refund paid or payable, for unused land or water
travel arrangements, plus the following additional transportation expenses up to the amount specified in
your plan:
The additional transportation expenses by the most direct route from the point you interruption your
trip:
a) to the next scheduled destination where you can catch up to your trip.
b) to the scheduled departure city of your covered trip.
However, the benefit payable above will not exceed the cost of a one-way economy airfare by the most
direct route less any refunds paid or payable for your unused original tickets.
the Education Center. The specific reference for this question can be found in section titled: Post-Departure Trip Interruption
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Will travel insurance provide coverage if I need to cancel my trip due to an
unexpected illness?
If you were to become ill several days before a trip such as a week-long cruise and need to cancel your
plans, trip cancellation coverage may reimburse you for any prepaid, forfeited, non-refundable payments
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or deposits that you made for your trip. This could include your airfare, the cost of your cruise, pre-paid
land excursions, and any hotel stays you paid for in advance.
Interruption.
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Will travel insurance provide coverage if the airline carrier or cruise line cancels my
travel arrangements?
Should your airline carrier or cruise line cancel your arrangements, due to inclement weather or a
transportation strike, trip cancellation coverage could reimburse you for any prepaid, forfeited,
non-refundable payments or deposits that you made for your trip.
Interruption.
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What coverage do I have when my travel arrangements are canceled by the airline,
cruise line, motor coach or tour operator due to inclement weather?
If arrangements are canceled due to inclement weather, trip cancellation and interruption benefits apply.
Insurance is designed to cover unforeseeable events therefore the following conditions must be met:
a) Carrier connecting times must meet any legal minimum connecting times; and
b) The delay must be 6 hours or more.
For example, you are scheduled to travel from New York to Hawaii with a connection in Los Angeles that
meets the required legal minimum connecting times. The New York-Los Angeles flight has been
canceled and you are delayed for more than 6 hours due to inclement weather and you therefore miss
the Los Angeles to Hawaii flight. In this situation, you will have the benefit (up to insured trip cost) to
either cancel the trip and be reimbursed for the non-refundable trip payments or to interrupt the trip
and be reimbursed for unused travel arrangements plus the additional transportation expenses for a new
flight to Hawaii.
Interruption.
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I’m traveling from New York to Hawaii, what happens if I miss my connecting flight
due to inclement weather?
For example, if you are scheduled to travel from New York to Hawaii with a connection in Los Angeles
that meets the required legal minimum connecting times. The New York-Los Angeles flight has been
canceled and you are delayed for more than 6 hours due to inclement weather and you therefore miss
the Los Angeles to Hawaii flight. In this situation, you will have the benefit (up to insured trip cost) to
either cancel the trip and be reimbursed for the non-refundable trip payments or to interrupt the trip
and be reimbursed for unused travel arrangements plus the additional transportation expenses for a new
flight to Hawaii.
Interruption.
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What coverage do I have if I miss my connection due to a schedule change?
With the Deluxe and Preferred plan, trip interruption coverage includes the missed connection caused by
the schedule change due to inclement weather or other reasons of the airline that is providing
transportation for a portion of your trip. Reimbursement is for the lesser of the change fee charged by
the airline when such an option is available, or for the extra cost of a one-way economy air fare via the
most cost effective route to your next destination up to $1,000 maximum. Schedule change does not
mean a change resulting from a travel supplier’s financial insolvency, strike or a labor disruption.
For example, you are scheduled to travel from New York to Hawaii with a connection in Los Angeles that
meets the required legal minimum connecting times. The New York-Los Angeles flight is delayed due to
a schedule change and you therefore miss the Los Angeles to Hawaii flight. In this situation, you will
have a benefit to interrupt the trip and be reimbursed up to a maximum of $1,000 for the change free
charged by the airline when such an option is available or a one-way economy air fare for a new flight to
Hawaii.
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What coverage do I have in case of a Cruise cancellation?
With the Deluxe and Preferred plan, if your cruise is canceled due to mechanical failure, grounding or
quarantine of the cruise ship or repositioning of the cruise ship due to weather prior to or after your
departure from your scheduled departure city a maximum of $1,000 is available to help cover additional
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costs you may have to change existing connector arrangements, or to apply against any non-refundable
prepaid airfare, or the extra cost of a one-way economy airfare to your departure point.
Interruption.
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Will I be covered if I miss my cruise because of the repositioning of the cruise ship
due to poor weather conditions?
The Deluxe and Preferred plans provide coverage if your cruise is canceled prior to your departure from
your departure point. You are also covered for cruise cancellation after your departure from your
departure point, but prior to departure of the cruise ship. Coverage is provided for cruise cancellations
resulting from mechanical failure, grounding or quarantine of the cruise ship, or the repositioning of the
cruise ship due to weather conditions.
Interruption.
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Will travel insurance provide coverage if my hotel is damaged due to a Natural
Disaster?
If a natural disaster such as a hurricane, flood or earthquake were to cause your accommodation to be
uninhabitable or subject to a mandatory evacuation, you may need to either cancel your trip or come
home early. Trip cancellation and interruption coverage may reimburse you for the prepaid, forfeited,
non-refundable payments or deposits that you made for your trip. In addition, if you are already at your
destination and need to return home early, your coverage may pay for additional transportation
expenses (such as a new flight) to get you back home.
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Will travel insurance provide coverage if my trip is cancelled due to the financial
insolvency of a travel supplier?
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your insurance was purchased within 15 calendar days of the time of your initial trip deposit. For any
benefit to be payable under Financial Insolvency Coverage, at the time of your application, the travel
supplier must not appear on the list of travel suppliers for which coverage is not provided, and the
financial insolvency must not have occurred within 7 calendar days from the date your insurance policy
was purchased.
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What happens if I made a trip deposit and my tour operator or travel supplier goes
bankrupt?
your insurance was purchased within 15 calendar days of the time of your initial trip deposit.
For any benefit to be payable under Financial Insolvency Coverage, at the time of your application, the
travel supplier must not appear on the list of travel suppliers for which coverage is not provided, and
the financial insolvency must not have occurred within 7 calendar days from the date your insurance
policy was purchased.
Interruption.
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If an act of terrorism occurs at my destination, can I cancel my trip?
All of our travel insurance plans cover an act of terrorism under trip cancellation and interruption
coverage if the terrorist act occurs in your departure city or in a city that is a scheduled destination for
your trip—and if the terrorist act occurs within 30 days of your scheduled trip departure date. Under
these circumstances, you will be reimbursed for any prepaid, forfeited, non-refundable payments or
deposits that you have made for your trip.
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Please note that Terrorist act means an act of violence, other than civil disorder or riot, (that is not an
act of war, declared or undeclared) that results in loss of life or major damage to property, by any
person acting alone or on behalf of or in connection with any organization which is generally recognized
as having the intent to overthrow or influence the control of any government.
Interruption.
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Am I able to cancel my trip due to complications with a pregnancy?
The Cancellation and Interruption coverage does include a covered reason for sickness to you, your
family member, traveling companion or business partner which includes complications of a pregnancy
arising in the first 31 weeks of pregnancy.
Please Contact Us for further clarification.
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What is the Cancel for Any Reason Benefit?
Available only with the Deluxe plan, if your covered trip cost (per person) is less than $50,000, you have
the option to purchase our flexible Cancel for Any Reason benefit.
y Under this coverage, if you cancel your trip for any reason not otherwise covered by the plan,
we will reimburse you for 75% of the prepaid, forfeited, non-refundable payments or deposits
you paid for your trip, provided that:
y Your payment for this insurance is received within 15 days of the date your initial
payment/deposit for your trip is received; and
y You insure all prepaid trip costs that are subject to cancellation penalties or restrictions; and
also insure within 15 days of the payment for those arrangements the cost of any subsequent
arrangements (or any other arrangements not made through your travel agent) added to
your trip; and
y You cancel your trip 2 days or more before your scheduled departure date
the Education Center. The specific reference for this question can be found in section titled: Cancel for any Reason Benefit.
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7. Coverage – Travel Delay
What is the travel delay coverage and benefit?
If your trip is delayed for 6 hours or more, we will reimburse you, up to the amount shown in the
Schedule, for reasonable additional expenses incurred by you for lodging arrangements, meals,
telephone calls and local transportation while you are delayed. We will not pay benefits for expenses
incurred after travel becomes possible. Covered reasons for travel delay benefits include: Common
carried delay; loss or theft of your passports, travel documents or money; quarantine; hijacking; natural
disaster; inclement weather; a documented traffic accident while you are en route to your destination;
unannounced strike; civil disorder; your, your traveling family member’s or your traveling companion’s
sickness or injury; your traveling family member’s or traveling companion’s death.
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Will travel insurance provide coverage if I experience an unavoidable travel delay?
Any number of situations could happen to cause your travel plans to be delayed—for example, your tour
bus or flight could be delayed, inclement weather could prevent air travel, and more. With travel delay
coverage, if your trip is delayed for 6 hours or more for a covered reason, your travel insurance helps
cover your additional expenses such as hotel arrangements, meals and more while you are delayed.
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8. Coverage – Baggage
What is Loss of or Damage to Baggage and Personal Effects coverage?
If your baggage, passport, or visa are lost, stolen, damaged or destroyed during your trip, we will
reimburse you, up to the amount specified in your plan. We will also pay for losses due to unauthorized
use of your credit cards, as long as you have complied with all of the conditions imposed by the credit
card issuers.
If you purchased the Deluxe plan, you will also have coverage for loss or damage to your golf and/or ski
equipment.
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What is Baggage Delay coverage?
If your baggage is delayed for 12 hours or more during your trip, we will reimburse you for the cost of
additional clothing and personal articles you need to purchase, up to the amount specified in your plan.
We will also reimburse you up to $25 to expedite the return of your baggage.
In addition, if your baggage, passport or visa are in the custody of a common carrier (for example, a
commercial airline or tour bus), and delivery is delayed, your coverage will continue until your property
is delivered to you. (This continuation of coverage does not include loss caused by or resulting from the
delay.)
If you purchase the Deluxe plan, we will also reimburse you for expenses to rent golf or ski equipment
during your trip if your golf or ski equipment is delayed for 12 hours or more during your trip.
the Education Center. The specific reference for this question can be found in section titled: Baggage Delay Coverage and
Benefits.
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Will travel insurance provide coverage if my personal items are lost or stolen during
my trip?
Imagine that you are in a foreign country—and your luggage and medications are stolen from your hotel
room. Because of your condition, you require an emergency prescription to be filled. One toll-free phone
call to our 24/7 emergency travel assistance number could secure the assistance you need to get your
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emergency prescription filled as fast as possible. And, you could receive reimbursement to help pay for
the cost to replace your clothing and other personal items.
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Is there a limit on specific items with the Baggage and Personal Effects coverage?
We will not pay more than $500 (or the Baggage and Personal Effects limit, if less) on all losses to
jewelry; watches; precious or semi-precious gems; decorative or personal articles consisting in whole or
in part of silver, gold, or platinum; cameras, camera equipment; digital or electronic equipment and
media; and articles consisting in whole or in part of fur. Items not included above are subject to a $250
per item limit, up to the amount specified in your plan.
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Are some items excluded under the Baggage and Personal effects coverage?
Some of the items that are not covered under the Baggage and Personal effects include sunglasses,
eyeglasses, documents or tickets, money and credit cards.
For a list of the exclusions, please see the Description of Coverage for your plan which can be found in the Education Center.
The specific reference for this question can be found in section titled: General Plan Exclusions.
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The cruise line is offering to ship my bags ahead of the sailing. Would I have
coverage for loss or damage to my baggage with my travel insurance plan?
For your bags to be protected the travel protection plans require that you must be traveling with your
bags. Baggage that is shipped ahead of time would not be covered.
the Education Center. The specific reference for this question can be found in section titled: General Plan Exclusions.
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9. Coverage – Emergency Medical
What is Emergency Medical Coverage?
If you experience a medical emergency at your destination, the emergency medical coverage provides
coverage, up to the amount specified in your plan, for the following expenses:
y Expenses for the following physician-ordered medical services: services of legally-qualified
physicians and graduate nurses, charges for hospital confinement and services, local
ambulance services, prescription drugs and medicines, and therapeutic services you incur
within one year from the date of your sickness or injury during your trip
y Expenses for emergency dental treatment required during your trip
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What is Emergency Medical Transportation coverage?
If you experience a sickness that first manifests itself or an injury that occurs while on a trip, the
emergency medical transportation benefit provides coverage for, up to the amount specified in your
plan, for the following covered expenses you incur while on your trip:
y Physician-ordered emergency medical evacuation to the nearest suitable hospital
y Economy-class round-trip airfare to the hospital for one person you choose, provided that
you are traveling alone and are hospitalized for more than 3 days
y Economy-class airfare to your primary or secondary residence, including escort expenses, if
you are 18 years old or younger and are left unattended due to the death or hospitalization
of an accompanying adult
y Economy-class airfare to your primary or secondary residence from a medical facility to which
you were previously evacuated, less any refunds paid or payable from your unused
transportation tickets.
This benefit is subject to our worldwide emergency travel assistance provider, Assured Assistance Inc.’s
(AAI) prior approval.
the Education Center. The specific reference for this question can be found in section titled: Emergency Medical Transportation
and Assistance Benefits.
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Page 26
Do I need medical coverage when I travel abroad?
appropriate care—especially if you can't speak the language? Our travel insurance plans include
emergency medical/dental and emergency medical transportation coverage to help protect you
financially if you require expensive care such as a medical evacuation by helicopter, a major surgery or
a hospital stay. The associated assistance services would help you to find proper medical care. Even
more important, you would have the 24/7 support of our worldwide emergency travel assistance
seven days a week to help you find appropriate care; maintain contact with your medical providers,
family or employers; act as your advocate; facilitate language translation if you are in a foreign country;
provide claims assistance; and so much more—all to help you get well and home safely.
Expense Coverage.
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Why do I need emergency medical insurance when I travel abroad?
Our travel insurance plans include emergency medical/dental and emergency medical transportation and
assistance coverage. These coverages and services would help you to find appropriate medical care and
protect you financially if you required expensive care such as a medical evacuation by helicopter, a
major surgery or a hospital stay.
Even more important, you would have the 24/7 support of our worldwide emergency travel assistance
seven days a week to help you find proper care; maintain contact with your medical providers, family or
employers; act as your advocate; facilitate language translation if you are in a foreign country; provide
claims assistance; and so much more—all to help you get well and home safely.
appropriate care—especially if you can't speak the language?
The U.S. Department of State's website, travel.state.gov, provides the following compelling reasons to
have emergency medical insurance when you travel abroad(1):
y The Social Security Medicare Program does not provide coverage for hospital or medical costs
outside the United States of America.
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y
y
y
y
y
y
Many health insurance plans do not provide coverage overseas. Those that provide
"customary and reasonable" hospital costs abroad may not pay for your medical evacuation
back to the United States, which can easily cost $10,000 and up depending on your location
and medical condition.
Many foreign doctors and hospitals require payment in cash prior to providing service.
Uninsured patients may be refused service.
Countries with socialized medicine may not provide full services to non-residents.
Payment of hospital and other expenses abroad is the responsibility of the traveler.
Some countries require tourists to carry accident or travel insurance. For detailed information
on country-specific information, visit the Country Information Sheet on travel.state.gov
http://travel.state.gov/
1 ) U.S. Department of State, Consular Services. travel.state.gov. May 11, 2010.
http://travel.state.gov/travel/cis_pa_tw/cis/cis_1470.html#coverage
the Education Center. The specific reference for this question can be found in section titled: Emergency Medical Transportation
and Assistance Benefits.
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Will travel insurance provide coverage if I have a medical emergency away from
home?
Our travel insurance plans include emergency medical/dental and emergency medical transportation
coverage to help protect you financially if you require expensive care such as a medical evacuation by
helicopter, a major surgery or a hospital stay. The associated assistance services would help you to find
appropriate medical care. Even more important, you would have the 24/7 support of our worldwide
emergency travel assistance provider, Assured Assistance Inc. (AAI). AAI supports millions of travelers
and manages almost 400,000 calls every year. If you have a medical emergency while traveling, AAI will
be there 24 hours a day, seven days a week to help you find proper care; maintain contact with your
medical providers, family or employers; act as your advocate; facilitate language translation if you are in
a foreign country; provide claims assistance; and so much more—all to help you get well and home
safely.
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What are the features and benefits of the worldwide emergency travel assistance
services that come with the plans?
Page 28
With our travel insurance plans, you have the security of knowing you will receive the assistance you
need during an emergency—one phone call does it all. Assured Assistance Inc. (AAI), the travel
assistance provider, is a multilingual worldwide emergency medical assistance company that provides
our world-class emergency travel assistance. AAI supports millions of travelers and manages almost
400,000 calls every year.
y
y
y
y
y
y
y
No matter where you are in the world your toll-free call is answered by a live person, 24
hours a day, seven days a week.
Registered nurses and consulting physicians are available around the clock to determine your
needs and arrange for your appropriate care.
AAI will arrange medical referrals and emergency medical transportation monitor your care,
act as your advocate, and more.
AAI employees are multilingual, which means you will always have assistance in your own
language. For example, if you are in a foreign country and don’t speak the language, AAI will
provide an interpreter to communicate with the professionals providing your care.
AAI has access to a worldwide network of health care providers. If your condition requires
specialized treatment not available at a particular facility, AAI will arrange transportation to
the closest facility that can provide the treatment.
AAI provides assistance with replacing lost or stolen medication, help with lost tickets or
luggage, assistance with canceling lost credit cards, legal referrals, consulate and embassy
contacts, and more.
Since the assistance company is fully integrated with the Program Administrator, your claim
can be quickly settled.
For assistance details including terms and conditions, please see the Description of Coverage for your plan which can be found
in the Education Center. The specific reference for this question can be found in section titled: Description of Worldwide 24-Hour
Emergency Assistance Services.
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Page 29
10. Coverage – Repatriation of Remains
What is repatriation of remains?
If you die during your trip, we will pay the repatriation expenses, up to the amount specified in your
plan, to prepare and transport by air your remains to your primary or secondary residence.
Alternatively, we will also pay up to an equivalent amount for a local burial in the country where death
occurred.
the Education Center. The specific reference for this question can be found in section titled: Repatriation of Remains or Local
Burial.
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Page 30
11. Coverage – Accidental Death & Dismemberment
What is Air Flight Accident coverage?
We will pay the Air Flight Accident benefit, up to the amount specified in your plan, if you sustain a
covered loss in an accident that occurs while you are a passenger in or on, boarding or getting off of an
aircraft of a regularly scheduled airline or air charter company that is licensed to carry passengers for
hire.
the Education Center. The specific reference for this question can be found in section titled: Accidental Death & Dismemberment
and Air Flight Accident Coverage and Benefits.
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What is Accidental Death & Dismemberment coverage?
We will pay the Accidental Death & Dismemberment benefit, up to the amount specified in your plan, if
you are injured in an accident that occurs while you are on your trip, and you sustain one of the covered
losses within 365 days of the accident.
the Education Center. The specific reference for this question can be found in section titled: Accidental Death & Dismemberment
and Air Flight Accident Coverage and Benefits.
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12. Coverage – Rental Car Damage
What is Rental Car Damage coverage?
This coverage is only available if you purchased the Deluxe plan. If a car you have rented from a
licensed commercial rental agency is damaged during your trip due to collision, theft, vandalism,
windstorm, fire, hail, flood or any cause not in your control while in your possession, or the car is stolen
and not recovered, we will pay the lesser of the:
y Cost of repairs and rental charges imposed by the rental company while the car is being
repaired
OR
y Actual cash value of the car, up to the amount specified in your plan.
Please note that there is no coverage for third-party liability claims.
the Education Center. The specific reference for this question can be found in section titled: Rental Car Damage Coverage and
Benefit.
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If I rent a car while on vacation, will I have insurance if I get into an accident?
Yes, if you purchased the Deluxe plan. If a car you rented from a licensed commercial rental agency is
damaged during your trip due to collision, theft, vandalism, windstorm, fire, hail, flood or any cause not
in your control while in your possession, or the car is stolen and not recovered, we will pay the lesser of
the following:
y Cost of repairs and rental charges imposed by the rental company while the car is being
repaired
OR
y Actual cash value of the car, up to the amount specified in your plan.
Note: There is no coverage provided for third-party liability claims.
the Education Center. The specific reference for this question can be found in section titled: Rental Car Damage Coverage and
Benefit.
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Page 32
13. Coverage – Exclusions
Are there exclusions that apply to the travel protection plans?
All insurance policies contain exclusions. The general plan exclusions can be found in the Description
of Coverage.
Some examples of General Plan Exclusions that apply to...
y All coverages:
o Your, your Traveling Companion’s, Family Member’s, Business Partner’s suicide, attempted
suicide or intentionally self-inflicted injury, while sane or insane (while sane in CO & MO);
o Accidental Death and Dismemberment and Air Flight Coverage:
o Bungee cord jumping, skydiving, parachuting, hang gliding, parasailing or travel on any
air supported device, other than on a regularly scheduled airline or air charter company.
y Baggage and Personal Effects:
o Property shipped as freight or shipped prior to the Scheduled Departure Date
y Rental Car Damage:
o Any loss which occurs if you or your Travelling Companion or Family Member traveling
with you are in violation of the rental agreement.
For coverage details including exclusions, terms and conditions, please see the Description of Coverage for your plan which can
be found in the Education Center. The specific reference for this question can be found in section titled: General Plan Exclusions.
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What are the plan exclusions?
For a list of exclusions, please see the Description of Coverage, found in the Education Center, for the
plan you want to purchase. The specific reference for this question can be found in section titled:
General Plan Exclusions.
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How are pre-existing medical conditions handled?
Travel Insurance coverage will not pay for loss or expense caused by or incurred resulting from a preexisting condition, including death that results therefrom.
Pre-existing condition means an illness, disease, or other condition during the 90-day period
immediately prior to your effective date for which you or your traveling companion, business partner, or
family member, who is scheduled or booked to travel with you:
Page 33
received, or received a recommendation for, a diagnostic test, examination or medical treatment; or
took or received prescription drugs or medicine.
Item 2 of this definition does not apply to a condition which is treated or controlled solely through the
taking of prescription drugs or medicine and remains treated or controlled without any adjustment or
change in the required prescription throughout the 90-day period before coverage is in effect under the
policy.
The travel protection plans provide a waiver for the pre-existing condition exclusion above if you meet
all of the following:
y Your plan payment is received within 15 days of the initial payment or deposit you made for
your covered trip; and
y You are not disabled from travel at the time you make your plan payment; and
y The booking for the covered trip must be the first and only booking for this travel period and
destination; and
y The trip cost per person does not exceed the maximum amount as outlined in your
Description of Coverage.
the Education Center. The specific reference for this question can be found in section titled: Pre-Existing Condition Exclusion.
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Am I covered if I participate in any sports during my trip?
There are various sports such as your participation as a professional in athletics that are not covered
during your trip, all of which are described in more detail under the General Plan Exclusions section of
the Description of Coverage. The specific reference for this question can be found in section titled:
General Plan Exclusions.
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What items are excluded under the Baggage and Personal effects coverage?
Some of the items that are not covered under the Baggage and Personal effects include sunglasses,
eyeglasses, documents or tickets, money and credit cards.
For a list of the exclusions, please see the Description of Coverage for your plan which can be found in the Education Center.
The specific reference for this question can be found in section titled: General Plan Exclusions.
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Page 34
14. Coverage – Extensions
Under what circumstances is coverage automatically extended?
Coverage is extended automatically in the following circumstances:
y You will receive a 72-hour extension beyond your scheduled return date due to the delay of a
common carrier in which you are scheduled to travel.
y You will receive a 5-day extension if you or your traveling companion are hospitalized on the
day you are scheduled to return from your trip. Coverage will automatically extend for the
period of hospitalization and up to 5 days after discharge (not available under Pre Departure
Trip Cancellation and Post Departure Trip Interruption insurance).
y You will receive a 5-day extension if you or your traveling companion become sick or injured
on the day you are scheduled to return from your trip, and you are medically unable to
travel, but are not hospitalized. Coverage will automatically extend up to a maximum of 5
days after your scheduled return date (not available under Pre Departure Trip Cancellation
and Post Departure Trip Interruption insurance).
For all other requests to extend coverage, you will need to Contact Us.
the Education Center. The specific reference for this question can be found in section titled: Extension of Coverage.
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I have extended my trip at destination, am I able to extend my travel protection
plan?
You may extend your coverage if you extend your trip, subject to certain conditions of your policy.
If you've purchased a travel protection plan, the following conditions apply:
y If you have not had a medical condition during your trip or while covered under your policy,
you can Contact Us to request an extension before the expiry date of your original policy.
y If you have had a medical condition during your trip and while covered under your policy, you
must request the extension by contacting Assured Assistance Inc. (the RBC Insurance travel
emergency assistance network) before the expiry date of your original policy. Your extension
is subject to the approval through Assured Assistance Inc.
y You must pay the required additional premium before the expiry date of your original policy.
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Page 35
15. Claims and Emergencies
If I’m called home for an emergency, will travel insurance pay my expenses?
If your plan includes trip interruption coverage, your plan will reimburse you for unused travel
arrangements, any cancellation penalties that a travel provider charges (if you cancelled a nonrefundable airline ticket, for instance) and the cost of an economy flight back home for a number of
situations that qualify as an emergency (for example, the death or serious illness of a family member
back home).
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If I have a medical emergency, should I call the emergency contact number first,
before seeking medical treatment?
Obtaining urgent care in an emergency is your first priority—and we're here to assist at our toll-free
emergency contact number. However, if your medical condition prevents you from calling before seeking
emergency treatment, then you must call as soon as medically possible.
Someone else (a family member, friend, hospital or doctor's office staff, etc.) may call on your behalf—
so it's a very good idea to carry your Description of Coverage or wallet card with you at all times.
Our worldwide emergency travel assistance provider, Assured Assistance Inc. (AAI) will be there 24
hours a day, seven days a week to help you find appropriate care; maintain contact with your medical
providers, family or employers; act as your advocate; facilitate language translation if you are in a
foreign country; provide claims assistance; and so much more—all to help you get well and home safely.
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What if my medical condition prevents me from calling before seeking emergency
medical treatment?
Obtaining urgent care in an emergency is your first priority—and we're here to assist at our toll-free
emergency contact number. However, if your medical condition prevents you from calling before seeking
emergency treatment, then you must call as soon as medically possible.
Someone else (a family member, friend, hospital or doctor's office staff, etc.) may call on your behalf—
so it's a very good idea to carry your Description of Coverage or wallet card with you at all times.
Page 36
Our worldwide emergency travel assistance provider, Assured Assistance Inc. (AAI) will be there 24
hours a day, seven days a week to help you find appropriate care; maintain contact with your medical
providers, family or employers; act as your advocate; facilitate language translation if you are in a
foreign country; provide claims assistance; and so much more—all to help you get well and home safely.
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What happens when I call the emergency contact number due to a medical
emergency?
The multilingual representatives of Assured Assistance Inc. (AAI), our worldwide emergency medical
assistance company, are ready 24 hours a day, seven days a week if you have a medical emergency.
You can rely on them to refer you or (when medically appropriate) transfer you to one of the accredited
medical travel assistance providers within the AAI network, so you can receive the care you need as
quickly as possible.
Because AAI representatives are multilingual and have 24-hour access to real-time translation services,
they'll provide the assistance you need in your own language and someone to communicate on your
behalf with medical personnel who may speak a different language.
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What should I do if I need emergency assistance in a foreign country?
No matter where you are in the world, Assured Assistance Inc. (AAI) will be there for you. If you have
an emergency, call AAI who are available 24 hours a day, 7 days a week by calling:
y
y
y
y
y
1-866-610-7088
Toll-free from U.S. and Canada
001-800-514-3573
Toll-free from Mexico
(905) 273-3278
Collect from anywhere
1-888-298-6340
Toll-free fax from U.S. and Canada
(905) 813-4719
Fax from anywhere
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How do I submit a claim?
Page 37
For information on submitting claims, please Contact Us.
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What documentation will I need to provide with my claim?
The required documentation will depend on the type of claim you need to file. For information on
submitting claims, please Contact Us.
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What can I do to get my claim paid quickly?
It's our goal to settle every claim as quickly as possible. While every claim is different, there are things
you can do to speed the resolution of your claim:
• If you require emergency care while on your trip, be sure to call our emergency contact number
immediately, or at the earliest possible opportunity (someone else can call if you're unable to).
• If you need to cancel your trip prior to departing, you must call your travel agency or carrier to cancel
your trip no later than 1 business day after the cause of cancellation. Call us the same day, if possible.
Otherwise, you may not be covered for the cancellation penalties your carrier charges.
For all claims, carefully read the instructions for completing and submitting your claim. Make sure you
fully complete any required claim forms and submit all required documentation at your earliest possible
convenience.
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When should I cancel my trip?
The cancellation and interruption benefit will reimburse only the penalties in effect no later than one
business day following the cause of cancellation. Do not delay canceling your trip as you are likely to
incur additional penalties that will not be reimbursed by the insurance. The closer to the departure date
that you cancel generally means higher cancellation penalties. Please contact Claims Customer Service
to open a claim.
For example, if you or a member or your immediate family, suffers from a medical condition, which may
prevent travel as booked, you must immediately seek medical advice from the attending doctor and
explain your travel plans. You must obtain advice from the doctor as to whether or not travel will be
possible as booked. If the doctor advises cancellation, you must immediately cancel the trip.
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Page 38
I may not be able to travel as booked due to a medical condition. Should I cancel my
trip?
If you or a member or your immediate family, suffers from a medical condition, which may prevent
travel as booked, you must immediately seek medical advice from the attending doctor and explain your
travel plans. You must obtain advice from the doctor as to whether or not travel will be possible as
booked. If the doctor advises cancellation, you must immediately cancel the trip.
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Page 39
16. Services
What are 24-hour worldwide emergency services?
With RBC Insurance, you have the security of knowing you will receive the assistance you need during
an emergency—one phone call does it all. Assured Assistance Inc. (AAI), the in-house travel assistance
provider for RBC Insurance, is a multilingual worldwide emergency medical assistance company that
provides our world-class emergency travel assistance. AAI supports millions of travelers and manages
almost 400,000 calls every year.
y
y
y
y
y
y
No matter where you are in the world your toll-free call is answered by a live person, 24
hours a day, seven days a week.
Registered nurses and consulting physicians are available around the clock to determine your
needs and arrange for your appropriate care.
AAI will arrange medical referrals and emergency medical transportation, monitor your care,
act as your advocate, and more.
AAI employees are multilingual, which means you will always have assistance in your own
language. For example, if you are in a foreign country and don’t speak the language, AAI will
provide an interpreter to communicate with the professionals providing your care.
AAI has access to a worldwide network of health care providers. If your condition requires
specialized treatment not available at a particular facility, AAI will arrange transportation to
the closest facility that can provide the treatment.
AAI provides assistance with replacing lost or stolen medication, help with lost tickets or
luggage, assistance with canceling lost credit cards, legal referrals, consulate and embassy
contacts, and more.
Since AAI is the in-house travel assistance provider for RBC Insurance, we can quickly settle your claim.
RBC Insurance has a proven record of settling claims in only seven business days.
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What benefit will the 24-hour worldwide emergency services provide me?
You would have the 24/7 support of our worldwide emergency travel assistance provider, Assured
Assistance Inc. (AAI). AAI supports millions of travelers and manages almost 400,000 calls every year.
If you have a medical emergency while traveling, AAI will be there 24 hours a day, seven days a week
to help you find appropriate care; maintain contact with your medical providers, family or employers;
act as your advocate; facilitate language translation if you are in a foreign country; provide claims
assistance; and so much more—all to help you get well and home safely.
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What are Concierge Services?
If you need planning or assistance services** during your trip, you can take advantage of our concierge
services, which include:
y Travel information services: currency exchange rates, ATM locations, ground transportation,
consulate and embassy locations, hotel reservations, baggage tracing, international driver's license
information, customs information, details on country-to-country calling, and more
y Entertainment planning: restaurant and golf course locations/reservations, spa reservations, tickets
for events, yacht and fishing charter reservations, and more
y Personal services: email/phone messaging to family and friends, floral services, legal/bail assistance,
and more.
**Assistance services provided by the program administrator through Assured Assistance Inc.
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17. Contact Us
For Certificate/Policy inquiries, requests and customer service, call:
y
1-877-722-5100
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For emergency assistance 24 Hours a day during your trip, call:
y
y
y
y
y
1-866-610-7088 (toll-free from the USA & Canada)
001-800-514-3573 (toll-free from Mexico)
905-273-3278 (collect from anywhere)
1-888-298-6340 (toll-free fax from the USA & Canada)
905-816-4719 (fax from anywhere)
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All claims should be presented to the Program Administrator:
y
y
y
Program Administrator
P.O. Box 19093
Greenville, SC
29602-9093
1-866-496-5251 (toll-free from the USA & Canada)
1-866-800-9671 (toll-free fax from the USA & Canada)
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RBC Insurance is a brand name used by RBC U.S. Insurance Services Inc., agent and program
administrator for RBC Travel Protection®, travel insurance underwritten by Stonebridge Casualty
Insurance Company a Transamerica company, Columbus, Ohio; NAIC #10952 (all states except as
otherwise noted) under Policy/Certificate Form series TAHC5000. In CA, HI, NE, NH, PA, TN and TX
Policy/Certificate Form series TAHC5100 and TAHC5200. In IL, IN, KS, LA, OH, OR, VT, WA and WY
Policy Form #’s TAHC5100IPS and TAHC5200IPS. Certain coverages are under series TAHC6000 and
TAHC7000.
RBC U.S. Insurance Services Inc. is doing business as RBC Liberty Insurance Services, Inc. in CA and
RBC U.S. Insurance Agency Services Inc. in MI.
® / ™ Trademark(s) of Royal Bank of Canada. Used under license.
LL#25442018
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1. Purchasing a Travel Insurance Plan

Transcription

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