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FAQ: Frequently Asked Questions!

In this section, you will find answers to general questions on travel insurance. If your question relates to a specific policy, we also have policy specific FAQs .

Caution: We are responsible for what we say but not for what you understand!

f you have any doubts, don’t hesitate to contact our consultants on +33 1 82 83 56 26. It is important that you understand what you are covered for, but more importantly, what you’re not covered for!

Here are the most frequently asked questions to our advisers :

Why subscribe to travel insurance ?

Before or during your travel, a problem can arise anytime. In order to not feel unprotected, to be looked after by competent professionals and to not lose any money, it is strongly recommended to take out travel insurance.

Here are the main benefits that you will find in the policies we offer:

Repatriation assistance :

The insurance company organises and looks after your medical repatriation to your home as well as the hospital expenses incurred overseas.

Cancellation insurance :

Several reasons can lead to the cancellation of a trip (pregnancy complications, illness…)

Luggage insurance:

The loss or theft of luggage is a common occurrence; our policies cover you in such situations

Early return :

The illness of a close relative can force you to cut your holiday short, our insurance policies will cover you should you have to come back early.

Trip cut short:

In case of repatriation, the unused prepaid services will be reimbursed (eg: hotel, sport training course, car rental…)

Legal assistance:

In case of legal problems overseas, an advance on bail will be provided as well as legal fees, up to the amount stipulated in the policy schedule.

When can you subscribe to your travel insurance ?

You can subscribe to travel insurance up to the day before your departure, expect for policies that cover cancellation benefits.

If you wish to subscribe to a policy that includes the cancellation benefit, you must subscribe before the date the cancellation fees form the tour operator become applicable.

The cancellation penalties applied by the tour operator correspond to the amount that will not be refunded in case you cancel your trip.

In just a few words, the closer your departure date, the smaller the refund from the travel agent. With online travel agents or airlines, the penalty is 100% from the date of purchase.

If something comes up five minutes after you have made the payment, you will lose the lot.

The cancellation insurance allows you to get a refund for the fees charged by the tour operator.

Je pars plusieurs mois à l'étranger, dois-je souscrire une assurance spécifique ?

Are you going overseas for a few months on an adventure, a holiday, to study, work, for an internship or on a working holiday visa?

It is necessary to take out health insurance (repatriation assistance and medical expenses) for the length of your trip.

By leaving France to travel for more than 90 days, you are no longer covered by the French social security or your private heath fund. Medical expenses overseas can be very expensive. Furthermore, the benefits included in your credit card insurance are limited to trips shorter than 90 days.

It is therefore strongly recommended that you subscribe to a health insurance policy specifically designed for long trips that will cover or refund:

  • Medical and hospital expenses
  • Emergency dental expenses
  • Repatriation for medical reasons
  • Assistance (search and rescue expenses, early return, ticket and expenses for a family member in case of hospitalisation of the insured, cash advance…)
  • Luggage
  • Civil liability
  • Legal assistance (advance on bail and legal expenses)
  • Accident benefit

Should every traveller subscribe to travel insurance ?

There is no obligation to take out travel insurance.. You can take out an insurance for yourself and not subscribe for the people travelling with you, it’s your choice.

However, if a cancellation benefit is offered, we recommend that all people traveling together subscribe to it.Indeed, if one of the travellers has to cancel his/her trip (for medical reasons for example), the others would be refunded for the trip should they not want to travel on their own.

Otherwise, only the person affected by the accident, and who subscribed to an insurance, will be refunded for the cancellation penalty fees.

Dans le cas contraire, seul le participant victime du sinistre et ayant souscrit l’assurance serait remboursé des frais d’annulation.

Furthermore, for trips involving more than 10 people, we have designed a tailor made policy: Tourist Travel Insurance for Group, that can be purchased online by all participants.

Who covers medical expenses overseas ?

If I have an accident or fall ill overseas, who looks after the medical expenses? This is a question worth asking as it varies depending on the type of insurance:

For trips shorter than 90 days:

Insurance companies only intervene as a complement to social security or private health fund cover. You must get a refund for your medical expenses by social security/or your private health insurance.

The insurance company will then step in to cover the expenses not covered by those organisations. Where the social security and private health fund do not cover the medical expenses you have incurred, the insurance company will refund you up the capped amount stipulated in the policy schedule.

On occasion, it is possible to get a cash advance (or direct payment) from the insurance company, so you can pay the expenses when hospitalised.

For trips longer than 90 days:

For trips longer than 90 days, the travel insurance policies take care of the medical expenses from the first Euro. In this instance, the insurance company takes care of the bill, without having to go through social security (within the benefit capped amount stipulated in your policy)

Who decides if you should be repatriated ?

This decision is solely made by the insurance company medical assistance team. The team will organise and cover the repatriation costs.

Should assistance or hospitalisation be required, it is imperative you contact the assistance platform as soon as possible. The assistance platform is available 24 hours a day, 7 days a week.

Their contact details were sent to you by email at the time of subscription.

Beware: If you come home by your own means and without prior approval from the insurance company, you will not be refunded.

What to do in case of an emergency ?

By emergencies, we understand your hospitalization for more than 24 hours as well as serious and unpredictable hospitalization or death of one of your close relative.

In this case, you MUST call the assistance center as soon as possible. Their phone number is written on your assistance card so that the insurer can take of the care of the situation.

How can I pay for my insurance ?

We have chosen the easy solution: payment is done online by credit card just like any other online store; the payment is secured.

Once the payment done, you will instantly receive all the documents pertaining to your insurance by email.

It’s simple, fast and efficient!

How can I take out a policy ?

It’s very easy! You can take out a policy on our website, with just a few clicks.

You will not be asked to submit any proof or medical questionnaire. However, you may be asked to submit such documents (e.g. your plane ticket, a copy of your visa, etc.) should you make a claim.

You can pay by bankcard and your payment will of course be secured.

Once you have paid, you will receive your policy immediately by e-mailtogether with the documents you require for your trip (certificate of travel insurance, membership certificate, etc.).

The process is simple, quick and effective!

Tip: leave a copy of your insurance confirmation e-mail with a close friend or relative before you leave. It’s better if two people have the confirmation rather than just one!

How can I get a travel insurance certificate ?

Sometimes, in order to get a visa, some countries will require a travel insurance certificate.

When you subscribe to one of our policy online, we automatically send you this certificate by email, no need to ask for it!

You will receive this certificate in French and in English.

Some embassies have very specific requirements in regards to insurance certificates. This is specifically the case with Russia, China or Algeria. They require an insurance certificate that shows the exact dates of your visa application. If you are in this situation, please contact us by email and give us the dates and destination that need to appear on the certificate.

Beware: for Russia, the embassy requires the original insurance certificate printed on the insurance company letterhead.The email version will not suffice. We can organise one very quickly, to get it, please contact us.

How can I get a quote ?

The prices of our policies are available on the presentation page, so it’s out in the open.

If you want to get a quote, it’s very simple.

When you are on the travel insurance policy presentation page, just click on “subscribe online”.

Answer the question regarding your trip and you will get the price instantly.

If you are happy with the quote, you can continue your online subscription and pay online with a bank card. You will receive your policy by email immediately.

If you want to subscribe later, you have the option of sending the quote to the email address of your choice.

How can I renew my insurance ?

Renewing your insurance is simple and fast!

Connect to our website and proceed with the new subscription online, indicating the new cover dates.

As soon as the subscription is validated, you will receive your insurance policy as well as the various documents proving your new subscription by email (just like for the first subscription).

Beware of not having any gap in your cover between the first and second policies. Indeed, if you claim medical expenses and the pathology manifests before the second policy effective date, the insurer will refuse to cover it.

Can I get a refund for my policy before my departure ?

You subscribed to an insurance and your trip has been delayed or cancelled, we will refund your insurance in full, minus the management fees.