Frequently asked questions

Basically we recommend the following steps for the fastest possible assistance:

1. take note of the current travel recommendations of the Federal Office of Public Health (FOPH) and travel restrictions and advice  from the Federal Department of Foreign Affairs (FDFA).

2. contact your tour operator or the airline  Whether and to what extent a free cancellation or rebooking is possible can change continuously.

3. if the providers do not cover any costs, check your insurance documents. The coverage for cancellation or termination depends on the respective insurance. Usually epidemics and pandemics are excluded. With our experience as a travel insurer, we can advise these insured persons to find a suitable solution.
However, we cannot assume any costs.


Epidemics or pandemics (such as COVID-19) are explicitly excluded from our standard travel insurance coverages. Concerns about possible infection or an increased risk of infection at the travel destination are also non-insurable events. Unfortunately, we can’t offer any respective travel insurance products and ask you to contact your travel operator / airline for further questions.
Thank you for your understanding.

The following preventive recommendations for action are recommended:

• Wash your hands regularly with warm water and soap or with a hand disinfectant, cough only in a handkerchief or in the crook of your arm and stay at home in case of illness.

The FOPH will shortly be making available a dedicated website with further information at: www.bag-coronavirus.ch.

• Avoid large gatherings, such as sporting events, public transport and large centres.
• If you have breathing difficulties, coughing or fever Stay at home and contact a doctor or a health care institution (e.g. a hospital) immediately - first by telephone.

1. for specific medical questions, our insured can contact the Medi24 medical competence centre at any time. You will find the corresponding number in your GTC under "Emergency number" and select the option "International emergency" when calling.
2. Similarly, the FOPH has also set up a hotline for flu-like symptoms such as respiratory problems, coughing or fever. People are actively asked not to go directly to their GP, but to contact him by telephone first.
3. The World Health Organisation (WHO) provides daily information on the current situation.

The health of our customers is our top priority. For this reason, Allianz Partners has opened a goodwill fund to help travellers in need.

The fund is used to organize extra return trips to Switzerland in order to guarantee adequate medical care for high-risk customers (so-called high risk groups).

Affected are people who due to their age and / or chronic illnesses must assume a particularly serious course of disease if they are infected with the coronavirus.

Please report to our emergency medical center in order to clarify together with us the need for an early or alternative return journey.

Our medical officers are available to initiate appropriate arrangements in consultation with you and / or your physician.

Gesture of goodwill valid until 15.09.2020.

1. I am diagnosed with the coronavirus before the start of my trip and cannot travel.

Due to the explicit exclusion of both epidemic and pandemic events, a coronavirus disease is generally not an insured event.
However, as a gesture of goodwill, Allianz Partners will provide all services as with any other illness before departure.

2. I am already at my destination, am infected with the coronavirus and cannot continue my trip as planned.

This case is identical to #1 - it is not an insured event due to epidemic origin of the sickness.
However, we offer active assistance to travellers in need - regardless of the insurance coverage. As a gesture of goodwill, Allianz Partners will additionally cover the reimbursement of additional return travel costs, unforeseen costs up to the maximum insured amount or unused benefits.

3. I have already arrived at my destination, am suffering from coronavirus and have treatment costs.

Due to various local governmental measures to combat the epidemic (e.g. quarantine measures), we are unable to offer a general gesture of goodwill. Allianz Partners cannot cover any treatment cost.

4. I am already at my destination, I am not ill, but I cannot continue my journey as planned.

Due to the explicit exclusion of epidemic and pandemic events as well as consequences of events associated with official decrees, this is not an insured event. We offer active assistance to travellers in need but cannot cover any cost.
Please contact the tour operators or airlines to for possible alternatives.

5. I am already at my destination, am not ill, but would like to end my trip prematurely.

We cannot cover precautionary measures.
Fear of a possible infection or an increased risk of infection, are non-insurable events.

6. I'm afraid of catching a disease when abroad.

We cannot cover a possible fear of travelling.
Please contact the event, tour operator or airline for possible alternatives.

7. Federal Council of Switzerland officially declared a „special situation“ in terms of the Epidemics Act. Does this influence my cancellation coverage in any way?

Due to the explicit exclusion of both epidemic and pandemic events, as well as “consequences of events associated with official decrees” Allianz Partners cannot cover any cost in such a case.
Nonetheless, in an assistance case we offer active assistance to travellers in need - regardless of the insurance coverage.
Please contact the tour operators or airlines to for possible alternatives.

8. Due to local governmental measures I cannot travel.

Due to the explicit exclusion of both epidemic and pandemic events, as well as consequences of events associated with official decrees Allianz Partners cannot cover any cost in such a case.
Please contact the tour operators or airlines to for possible alternatives.

• Are Allianz Partners customers affected by the coronavirus outbreak?

Allianz Partners is the world's leading travel insurance expert. It goes without saying that we offer active assistance to travelers in need - regardless of insurance coverage.

For example, Swiss insured persons can access constantly updated medical information and other medical concerns regarding COVID-19 from Medi24, regardless of their location.

Worldwide, we look after several confirmed cases - as well as suspected cases of COVID-19. Our Medical Operations teams process these cases and ensure that the affected persons receive appropriate care.

• Does Allianz Partners have a contingency plan to fight the COVID-19 outbreak?

Our Group Medical Operations has activated "MedCrisis", a proactive, comprehensive process to respond to the event worldwide. "MedCrisis" facilitates the optimization of appropriate medical responses and, if necessary, the return of our customers.

Please fill in the relevant claims form  for your claim and submit the documents mentioned in the form to us. If you have any questions, please do not hesitate to call our Service Center on +41 44 283 32 22.

Claims are assessed individually by qualified staff members. The processing time may vary depending on the claim and amount of information. If you submit complete documents, you will help us to reduce the time taken to process your claim.

Allianz Travel only pays the contractually owed cancellation charges. Any difference may be paid to you by the travel agent. The insurance premiums are not refunded.

Please cancel the trip with the company you booked with as soon as possible and report the claim to us in writing.

To make use of the service, our emergency call centre must be informed by telephone on +41 44 202 00 00 as soon as an event has occurred. Our staff are available to support and advise you around the clock.

Please report the theft to the nearest police station immediately.

The people listed in the insurance policy. For family insurance, this is everyone living in the same household and minors not living in the same household.

Claims expire two years after the event has occurred. You must assert your claim to us in writing within this period.

In order for the claim to be reassessed, the insured person must send the member of staff handling the claim a written request for it to be reconsidered, including new facts, together with the Allianz Travel reference number. The insured person can also ask the private insurance ombudsman for a neutral assessment of the claim. Ombudsman for private insurance and Suva, P.O. Box 181, CH-8024 Zurich, telephone +41 44 211 30 90, www.ombudsman-assurance.ch.

The scope of validity encompasses those countries in which insurance cover is provided.

Assistance is a service that provides the insured person with immediate, direct assistance in the event of a claim or an emergency. Basically, the purpose of assistance is to arrange or provide on-the-spot emergency assistance around the clock.

CDW (Collision Damage Waiver) is excess exclusion insurance for hired vehicles. CDW insurance bears the cost of the excess charged to the vehicle hirer or another insurance policy if a hired vehicle is damaged or stolen. This benefit is included with the following products:

Annual travel insurance for individuals

Annual travel insurance for families

Travel insurance for a single trip

All claims must be reported without delay. The insured person must report the claim to the insurance company in writing using the appropriate claim form and attaching all relevant documents. Original copies must be submitted.

If the premium is not paid despite a reminder, insurance cover is suspended. The insurance does not come back into force until the premium is paid. If damage occurs during the interruption, it will not be paid for by the insurance.

In the event of the theft, loss or misplacement of bank, post office, credit or store cards, the insured persons may request help and arrange to have the cards in question blocked immediately. This benefit is included with the following products:

Annual travel insurance for individuals

Annual travel insurance for families

Travel insurance for a single trip
 

The excess is the contractually agreed amount policyholders are required to pay out of their own pocket if an insured event occurs. However, many of the products we offer give you the option of excluding this excess (e.g. our Secure Trip Classic, Premium and Premium PLUS).

Home Care arranges emergency measures in the event of loss or damage occurring at the insured person's permanent residence in Switzerland as a result of burglary, fire, natural hazards, water damage or glass breakage.This benefit is included with the following products:

Annual travel insurance for individuals 

Annual travel insurance for families

Travel insurance for a single trip

The period of time for which the insurance is valid.

An insured event is an event that gives rise to a claim covered by the insurance policy. The occurrence of an insured event is therefore a precondition for the provision of benefits by the insurance company.

All policyholders aged under 26 are classed as ‘junior’.  We offer junior special prices on our annual travel products for individuals. Once policyholders are over the age limit, they are automatically issued with new policies subject to new terms and conditions.

In the event of health problems while staying abroad, the insured persons have access to a 24–hour professional information and advice service. This benefit is included with the following products:

Annual travel insurance for individuals

Annual travel Insurance for families

Medical expenses are incurred if a foreign visitor falls ill or has an accident while travelling in Switzerland. These include doctors' fees, hospital costs, the cost of medicines, repatriation to the traveller's country of origin, search and rescue costs and repatriation of the traveller's body in the event of death. Go to the health care for visitors product:

Schengen visa insurance

A policy is an insurance document containing the most important information on the insurance taken out. It provides proof that insurance has been taken out, but is not a precondition for the validity of the insurance.

The policyholder is the person who has taken out an insurance policy. Cover is provided for the persons listed by name in the policy or in the tour operator’s travel confirmation document, or for the categories of persons defined in the policy. The precondition for such cover is that the premium has been paid for these persons and/or for this group of people.

The premium is the price the policyholder pays the insurance company in return for the insurance cover.

This covers all costs incurred where the insured person has been declared missing abroad or needs to be rescued from a physical emergency situation (e.g. deployment of rescue services, search dogs, helicopters etc.). This benefit is included with the following products:

Annual travel insurance for individuals

Annual travel insurance for families

Travel insurance for a single trip

If the insured person falls seriously ill or is seriously injured while travelling, the trip may be restarted at a later date. The insured person will receive a payment up to the amount of the agreed sum insured. This benefit is included with the following products:

Secure Trip Premium^PLUS for individuals

Secure Trip Premium^PLUS for families

Travel insurance for a single trip

The sum insured is the amount paid by the insurer in the event of a claim by the policyholder. A detailed description of the insured risks defines the damage and events which are covered and the amount up to which they are insured. 5. Suspension of cover If you fail to pay your premium even though you have been issued with a reminder, your insurance cover will be suspended and will only be reinstated once the premium has been paid. If a loss occurs while cover is suspended, the policy will not pay out.

The general terms and conditions of insurance form the basis of the insurance contract and govern the contractual relationship between the insurance company and the policyholder. They set out the insured risks and benefits, along with the rights and obligations of both parties to the contract.

Terms and conditions

The Travel Hotline is a 24-hour telephone information and advice service providing valuable information, useful advice and important tips about your travel destination. This benefit is included with the following products:

Annual travel insurance for individuals

Annual travel insurance for families

Travel insurance for a single trip