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!
If 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 :
A doctor is available in your language 24/7 by an online telemedicine consultation within the hour with diagnosis, prescription and access to a specialist if needed. Simply log in to your Mondialcare space, enter your email address, identifiers will be sent to you and you will be able to make an appointment with the specialist of your choice in the language you want.
Find a nearby doctor :
You can geolocate the nearest healthcare professional through the network of available doctors.
Repatriation assistance :
If an accident occurs during your trip, you can count on the intervention of a medical team 24 hours a day, 7 days a week, to provide you with the necessary care and to repatriate you to your country of residence.
Emergency Hospitalization :
When emergency assistance or hospitalization is necessary, the insured (or a person acting on his or her behalf) must immediately contact GROUPAMA ASSISTANCE at +33 1 55 98 57 35 (available 24 hours a day, 7 days a week), quoting the contract reference. A reference number for the claim will be issued by GROUPAMA ASSISTANCE.
MEDICAL CARE :
In the event of an accident resulting in emergency hospitalization, medical expenses can be advanced after a call to our emergency line at +33 1 45 16 84 90.
PRE-EXISTING CONDITIONS :
Any known medical condition, whether diagnosed or not, that existed prior to the policy start date will not be covered. All our travel insurance policies do not cover pre-existing medical conditions and their consequences except for the expatriation policy which you can purchase here
CANCELLATION FEES :
For all cancellations, Mondialcare will retain the sum of 25€ on the total amount spent per contract. The rest will be refunded to the credit card used for payment.
CONTRACT POSTPONEMENT :
In the event of an impediment or cancellation of your trip, it is possible to keep your insurance credit for one year and use it for your next trip. Please inform us before the start date of your policy.
CHANGE OF DATES :
It is possible to change your dates free of charge from your Mondialcare space up to 48 hours before the start date of your contract.
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…)
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…)
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.
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.
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…)
- Civil liability
- Legal assistance (advance on bail and legal expenses)
- Accident benefit
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.
Furthermore, for trips involving more than 10 people, we have designed a special policy: Tourist Travel Insurance for Group, that can be purchased online by all participants.
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)
If you happen to be infected with Covid-19, all your medical expenses will be covered.
You must inform our Claim Department (email@example.com / +331 82 83 56 26) immediately, they will guide you through the process for reimbursements.
In case of quarantine, when the insured is positive and cannot return back to their country of departure, Mondialcare World Travel insurance covers the insured up to 1000€ for ten days (up to 100€/day).
In case of emergency or repatriation, please call the emergency line provided in your insurance certificate.
For all other expenses, you can make a claim through your Mondialcare client area.
The logins have been sent to you by email with all your policy documents along with a manual to guide you through the process.
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.
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 relatives.
In this case, you MUST call the assistance center as soon as possible. Their phone number is written on your certificate so that the insurer can take care of the situation.
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!
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!
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.
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.
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.
You subscribed to an insurance and your trip has been delayed or cancelled, we will refund your insurance in full, minus the management fees.
You must inform us 48 hours before the departure date.