What happens in case of illness or an emergency?

Every package includes travel insurance. If illness or another serious emergency comes up, insurance is the route: you file a claim with the insurance company, based on the insurance certificate for your booking.

The package itself stays non-refundable. See where you see the cancellation policy.

1. When the package counts as insured

The package counts as insured from the moment the insurance certificate appears in Manage Booking.

If it is not there yet, contact us before you do anything else.

2. Find the insurance certificate

It is in Manage Booking, together with the rest of your travel documents.

Inside you will find:

• What is covered and up to what amount
• The exclusions
• The insurer's contact details

3. File the claim with the insurer

You file the claim directly with the insurer, using the contact details printed on the certificate.

Supporting documents are usually required, such as a medical report or proof of hospital admission. Do it as quickly as you can: insurers set deadlines for reporting a claim.

4. What is not covered

The insurance does not cover COVID-19 cases.

For every other exclusion, limit or condition, what the insurance certificate says is what applies. Read it before you file, so you know what you are entitled to.

5. What we do

• Resend the insurance certificate if you cannot find it
• Give you the booking details the insurer will ask for
• Point you to the right procedure

The claim is approved and paid by the insurance company, not by us.

Important

• The package is non-refundable. Insurance is how you claim money back in case of illness or an emergency.
• COVID-19 cases are not covered.
• The sooner you notify the insurer, the better the chances for your claim.