FAQ

General Travel Insurance FAQ
Why do I need travel insurance?
Embarking on overseas travel whether for business or leisure requires praparation to ensure that your holiday journey will be enjoyable and safe. Travel is inherently risky, this is why having travel insurance becomes an essential part of travelling. It not only acts as a safety net against the risk of incurring unforeseen medical expenses butcan also safeguard you from certain financial losses that often occur while traveling.

If you have to cancel your travel for a covered reason, for example, trip cancellation benefits can reimburse you for your non-refundable, pre-paid trip costs (up to the amount of your policy limits). If your snowboarding gear gets stolen during your winter vacation, baggage loss/damage benefits can reimburse you for the loss. Depending on the policy you choose, travel insurance also can reimburse eligible medical costs in case of a covered medical emergency; reimburse you for losses caused by a covered travel delay or baggage delay; protect you from paying for rental car damage or loss; and help in other situations as well.
What does my travel insurance cover me for?
That depends on the plan you select and the ones available at the selling point. Our travel insurance offers a broad variety of coverages, such as emergency medical expenses/treatment, trip cancellation, delayed flight, baggage delay, loss or stolen, personal items loss or missed connection. Note: Not all plans include each benefit listed here. Please see the Certificate of Insurance/Policy for terms, conditions, and exclusion.
I am experiencing a travel medical emergency. What should I do?
If you’re having a medical emergency, first call local emergency services. To get help anytime, customers can call 24 Hour Helpline at +971 4 270 8705
Trip cancellation benefits can reimburse for your non-refundale trip costs. What is included in non-refundable trip costs?
If I cancel my trip will I be reimbursed for 100% of the costs that I’ve incurred?...The Trip cancellation benefits can reimburse you for your non-refundable trip costs.These are costs that cannot be recovered from anywhere else or the costs paid for by your Tour operator; Airline; hotel etc.
Who is covered by my travel insurance?
Your travel insurance covers each person shown on the certificate of insurance, for whom the appropriate premium has been paid.
Am I able to change my flight ?
We can’t change your travel arrangements for you. Instead, call your airline, travel agent or other travel supplier.
How do I call internationally?
You can contact us at +971 4 270 8705 and you will be transferred to one of our Agents. The cost effective way to reach us is through our WhatsApp account +971 56 216 4563
If I cancel my trip, do I get my money back?
Trip cancellation benefits can reimburse your prepaid, non-refundable trip payments if you have to cancel your trip for one of the covered reasons stated in your terms and condition. Not all plans include trip cancellation benefits. Please see the Certificate of Insurance/Policy for terms, conditions, and exclusions.
Can I change the details of my insurance policy? What if there are any changes to my planned trip?
Please refer to you policy Terms & Conditions
How do I get another copy of my policy documents?
You can request an additional copy of your policy documents by accessing the "Customer Service" section and follow the steps
How do I know what my coverage limits are?
Refer to your policy documents for all the details of your plan, including benefits, coverage limits, covered reasons and exclusions. Benefit limits are listed on the first page.
How do I access my policy documents?
When you purchase your policy, we’ll email you your policy documents. In case you haven't received a copy, you can access the "Customer Service" section and follow the steps. Please check your “Junk folder” as some of the emails do get filtered by the server.
How do I cancel my travel insurance?
Please refer to you policy Terms & Conditions for your cancellation rights.
What should I do if I'm having a technical issue with your website?
Please let us know! You can contact our 24 hour Helpline +971 4 270 8705 our WhatsApp number at +971 56 216 4563 or you can access the "Customer Service" section, follow the steps and we will be happy to help you.
What should I do if I need to extend my policy coverage due to medical reason or unnecessary trip interruption?
If your trip is extended because of a valid covered reason, you don’t have to request a change to your coverage dates. Your coverage period will be automatically extended until your return home or return to your point of origin, or until you arrive at a medical facility for further care following a medical repatriation.
What is the age limit of the travellers who wants to avail your product?
The age limit depends on our product. Before having our product displayed onine, you will have to answer a few questions (including your age), if you are not eligible, the quotation will not show any available products.
Claims Travel Insurance FAQs
How do I file a claim?
You can use our online claims portal. To lodge a claim, you will need to access the appropriate type of claim (trip cancellation, medical, etc....) and follow the steps e.g. key in the reqested information and upload the requested documentation. Once completed and submitted, you will receive a confirmation email from us. Our Travel team will contact you to continue the process.After your claim has been submitted, we will try to update you every 48h on the status of the claim.
What is exactly required from me when filing a claim?
A summary of what happened: please share with us a concise summary of the incident related to your claim. Who was involved, including the affected insured persons; What happened; When the incident occurred, including dates and times; Where the incident occurred; How the incident affected you/caused your losses

How much you want to be reimbursed: List your specific losses and the amount you're seeking for each. If your policy covers them, this might include things like: Non-refundable trip expenses; Baggage that was lost, stolen, or damaged; Expenses for meals, accommodations, or toiletries during covered delay; Medical bills. You'll need to include receipts or documented estimates for your losses.

Proof for your claim: Provide documentation from the incident to help us verify your claim, this might include things like: Receipts, Official reports/news articles; Photos; Doctor's notes; Notices of travel delay or severe weather. See our required documents for specific items you might need to submit for different types of claims.
How do I check on the status of a claim?
You can check the status of your claim by contacting us via WhatsApp +971 56 216 4563 or call at +971 4 270 8705. You will have to have prepared your policy number / claim ticket number
How long will it take for my claim to be reviewed?
Once we receive your claim details and all the required supporting documentation, we will contact you within 48h with either a claim determination or a request for additional information needed to finalize your claim. The time required to process a claim depends on the type of claim, the circumstances of the claim and the documentation required. If we have to request more documents or more information, then the claim processing time will be extended.
How long does it take to receive payment for a claim?
The timeline for receiving payment for an approved claim depends on two things: the time required to process your claim (see above) and the country where the bank account is, as international payments take more time due to the different bank protocols
Can the payment be done to one of my family members or friends account or a business account?
Yes. We will send you an Authorization Form for you to fill in and sign and return to us
Are there limits on the claim payments options i.e. cheque, bank transfer, etc...?
The payments can be done via bank transfer only
Can I receive a claim payment on my credit card?
No, claim payment can be received to a current or savings account only
How can I make the claims process go smoothly?
To help us process your claim as quickly and efficiently as possible, please provide all the requested documentation and information as soon as you can. Also, make sure you know what’s covered by your policy, including covered reasons for the benefit you are claiming for and maximum benefit limits
Why do I need to submit documentation?
We need supporting documentation to help our claims experts understand the situation and prove that your losses took place. The evidence you’ll need to file a claim depends on the type of claim; it may include photos, receipts, communications and invoices from your travel suppliers, medical records, police reports etc. You can find a list of required documents for your specific type of claim. Remember, we’re always here to help you navigate the claims process! Call customer service anytime at +971 4 270 8705 or WhatsApp us at +971 56 216 4563
When do I have to turn in my documentation?
To streamline claims processing, submit your documents as soon as possible. We ask that you notify us of your claim within 30 days of the date of loss or as soon as reasonably possible (except as otherwise allowed by law)
Why was my claim denied?
A claim may be denied for many reasons. Some common reasons are: the loss does not meet the requirements stated in your policy documents; the loss was caused by a foreseeable event, or an event listed under “General Exclusions”; or the requested documentation was not submitted. If you have questions about why your claim was denied, please call customer service at +971 4 270 8705 or WhatsApp at +971 56 216 4563
Does it matter if I file a claim electronically or via call/WhatsApp?
Submitting your claim electronically through online claims portal may result in faster processing of your claim as following the steps you can key in all requested details and upload the requested documents from the beginning.
In case of death of the insured, to whom the payment should be made to?
Death benefit payments will be made to your personal representative
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