Frequently asked questions and answers

Questions before taking out the insurance cover

Formal terms and conditions of insurance

When is the last day a trip cancellation insurance can be taken out?

All types of insurance (single trip insurance or annual travel insurance) can be taken out at any time. We recommend that you take out an insurance as soon as possible so that you can benefit from the travel cancellation services immediately.

Please note: pre-existing illnesses or accidents are not insured.

If I notice that I already have a current insurance policy, can I return the policy and receive a refund for the premium?

Yes. Allianz Travel allows you to return your policy free of charge within 14 days of issue.

Is there a notice period for cancelling annual insurance policies?

Yes. These insurances (e.g. Secure Trip) must be cancelled by the insured person 3 months before expiry. The notice of termination must be submitted via our customer portal, by e-mail or by post. Cancellations by telephone cannot be considered. Without cancellation, the insurance will continue automatically for one year.

How can I cancel my annual insurance policy?

Cancellations can be submitted via our customer portal, by e-mail or by post, subject to a three-month notice period. We will then confirm your cancellation in writing. Cancellations by telephone cannot be considered.

Can a trip cancellation insurance be taken out for people resident abroad?

Yes. Insurance can be taken out for a single trip (e.g. Secure Single Trip) provided that the trip is booked in Switzerland.

This does not apply to annual travel insurance (Secure Trip) and cancellation insurance for courses (Secure Course). These may only be sold to persons who are also resident in Switzerland.

Do Allianz Travel products also apply to travel arrangements in Switzerland?

Our insurance policies apply worldwide, including in Switzerland and the Principality of Liechtenstein, with the exception of our Schengen travel insurance (Health care costs for visitors), which is valid throughout the Schengen area except in the country of residence of the insured person. Residents of the Schengen Area are not entitled to Schengen travel insurance. This applies exclusively to persons who are not resident in the European Schengen Area and require insurance cover for their entry visa.

Product-specific terms and conditions of insurance

Can I also purchase a trip cancellation only insurance?

Yes, Allianz Travel offers "Travel cancellation insurance" only. This travel insurance exclusively covers the costs of cancelling your booked travel arrangements, be it a stay in a holiday flat, a hotel arrangement or even just a flight ticket.

Are you planning to take part in a training or further education course? Then our "Course cancellation insurance" only is the perfect solution. This insurance will reimburse you for the cancellation costs if you are unable to attend the course.

What is the maximum amount of travel baggage cover that can be taken out?

Secure Trip Premium PLUS offers cover of CHF 4000 with the Junior and Individual options.
With the Family insurance policy, the cover amounts to CHF 6000. The sum insured in the single trip travel insurance Premium PLUS covers CHF 4000. The luggage cover in each insurance policy includes a deductible of CHF 200 in the event of theft.

Are mobile phones also covered by travel baggage coverage?

Yes. Mobile phones, computers, laptops and tablets are insured.

Can Schengen travel insurance (health care for visitors) be extended?

Yes. It can be extended a maximum of twice, as long as the total duration is no more than 90 days and there have not been any previous insured events.

Until what age can the Junior option for Secure Trip Budget, Secure Trip Classic, Secure Trip Premium and Secure Trip Premium PLUS be taken out?

Until the insured person turns 26.

What is the maximum amount of cancellation charges covered under the Secure Trip Budget, Secure Trip Classic, Secure Trip Premium and Secure Trip Premium PLUS insurance policies?

For Secure Trip Budget and Secure Trip Classic: up to CHF 25'000 per trip for Individual and Junior; up to CHF 50'000 per trip for Family. An excess of 20% applies each time for Secure Trip Budget.

For Secure Trip Premium and Premium PLUS: up to CHF 50'000 per trip for Individual and Junior and up to CHF 100'000 per trip for families.

What do the total costs include when booking a travel insurance for a single trip?

The total costs are the total costs of all cancellable events during the trip to be insured. This includes, among other things, the costs for flight, accommodation and any activities booked in connection with your trip (travel packages and individual bookings cumulated). For a booked travel package, the total costs correspond to the package price.

What should I state as total costs for an insurance for a single trip if the amount of the costs of individual arrangement components is still uncertain?

In this case, we recommend that you either take out an annual travel insurance policy or increase the sum of the arrangement costs by an appropriate, estimated amount.

How do I calculate the total costs for a single trip if I paid for my arrangement in a foreign currency?

With the help of the Postfinance currency calculator you can quickly and easily determine your arrangement price in CHF.

Am I insured in the event of a pandemic illness (e.g. Coronavirus)?

Yes, illnesses related to epidemic or pandemic diseases such as COVID-19 are covered under all newly taken out short-term travel insurance policies (Secure Single Trip) and annual travel insurance policies (Secure Trip).

A detailed description of the insurance coverage and the related insured events can be found in the General Terms and Conditions of Insurance (GTC). For further questions, our Service Centre is happy to assist you via email or by phone at +41 44 283 32 22.

For specific medical questions, our insured customers can also contact our medical competence centre Medi24 at any time.

I or a family member has tested positive for COVID-19 and therefore cannot travel. Will I receive a refund for my trip?

Yes. Illness due to an epidemic or pandemic disease, such as COVID-19, also applies to family members who are not travelling with you. The insurance cover applies exclusively to all short-term travel insurance policies (Secure Single Trip) and annual travel insurance policies (Secure Trip).

How and where can I report it? Simply submit your claim along with all necessary documents through our online claims submission.

Personal terms and conditions of insurance

Do babies or infants also have to be insured?

Babies can usually travel for free, so individual cancellation insurance is not required. Our travel insurance policies for families automatically apply to the whole family living in the same household and minors not living in the same household. However, if you take out a short-term travel insurance policy, it is important to provide information about your baby before taking out the insurance. This will protect you if you have to return from your holiday to Switzerland due to your baby's health.

What are "family members"?

Family members include spouse, the following relatives of your spouse (mother, father, son, daughter, brother, sister, and grandparent), Parents and stepparents, Children, Siblings, Grandparents and grandchildren, aunts, uncles, nieces, nephews, cohabitants, legal guardians and wards as well as au-pairs.

Is there an age limit for insurance from Allianz Travel?

Yes, for Schengen travel insurance (health care for visitors) the age limit is 81 years, otherwise Allianz Travel products have no limits in terms of age. In addition, an age limit of 26 years applies to the conclusion of all junior insurance policies. If the policyholder has not yet reached the age of 18, the insurance must be taken out by an adult (e.g. parent). The underage person must be declared as the "insured person".

Can couples living together take out a Family annual insurance policy?

Yes, it includes all persons living in the same household and their minor children not living in the same household, provided they travel with an insured person and have their permanent residence in Switzerland.

Questions about claims

Which documents do I need to submit to report a claim?

You have the option to report your claim directly through our online claims portal. Please note that you will need your policy number to register. We also recommend having all relevant documents, reports, etc. ready in electronic form (PDF format) for claim submission.

Additionally, you also have the option to submit the appropriate claim form and the listed documents for your claim via email. For any questions, our Service Centre is happy to assist you by phone at +41 44 283 32 22.

How long will my claim take to process?

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.

Why doesn't your refund for cancellation charges correspond to the amount I originally paid to the travel agent?

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.

What do I need to do to cancel my trip?

We request that you cancel the trip as quickly as possible with your booking agent and report the case to us in writing by e-mail.

What do I need to do if an event occurs during my trip and how can I make use of the assistance services?

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.

What do I need to do if my travel baggage is stolen?

Please report the theft to the nearest police station immediately. You can submit the police report and all associated and damage-related documents to us via our online claims portal.

Who can claim insurance benefits in the event of a claim?

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.

How long do I have to assert my claims?

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

My claim has been rejected. Where can I send my written objection?

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, www.ombudsman-assurance.ch.

Insurance glossary A-Z

In the world of insurance you will come across numerous specialist terms. The following glossary therefore sets out to explain some of the key concepts. If any points still remain unclear, please contact our service center on +41 44 283 32 22 for more information.

Advance payment to a hospital

If you experience a serious illness, a serious injury or a serious medical condition during the trip and need to be hospitalised outside your country of residence, we will make an advance payment of up to CHF 5'000 towards hospital costs where necessary. We must be reimbursed for the advance payment within 30 days of leaving the hospital.

Advisory service for problems during the trip

We will advise you in relation to minor medical and everyday problems during the trip.

Area of validity

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

Assistance

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

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:

Collision damage waiver for rental vehicles (CDW)

Annual travel insurance for individuals

Annual travel insurance for families

Travel insurance for a single trip

Claim

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.

visit online claims portal

Cover interruption

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.

Credit and customer card blocking service

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

Excess

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).

Finding hospitals abroad

If you need care from a medical facility while you are traveling, we can assist you in finding one. In the event of communication problems, we will provide translation support.

General terms and conditions of insurance (GTC)

The General terms and conditions of insurance (GTC) 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.

General terms and conditions of insurance (GTC)

Insurance term

The period of time for which the insurance is valid.

Insured event

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.

Junior

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

Annual travel insurance for individuals

Medical advisory service (24h)

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 (Schengen travel insurance)

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 travel insurance

Notification service for relatives and employers

If we organise measures, we will inform your relatives and your employer where necessary about the situation and the measures taken, provided we are released from our duty of confidentiality by the person concerned.

Policy

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.

Policyholder / insured person

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.

Premium

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

Search and rescue costs

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

Sum insured

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.

Suspension

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.

Allianz Travel Switzerland (formerly Allianz Global Assistance and ELVIA) is part of the Allianz Partners Group, the world's leading provider of travel cancellation insurance and travel protection and assistance services. With more than 22,600 employees on five continents and a network of over 900,000 specialists, Allianz Partners Group is available to its customers around the globe, 365 days a year, around the clock. Allianz Travel offers individual travelers insurance for couples or families, and assistance solutions that are tailor-made to your personal requirements. Annual travel insurances are comprehensive plans and offer immediate help in case of emergency, thanks to Allianz Travel's many years of experience. There can be problems as early as in the run-up to a trip. Here you can get help if you have taken out travel cancellation insurance and protection against heavy financial loss.

Swiss 24-hour emergency call centre friendly and professional. Telemedical consultations and medical assistance around the clock worldwide in the event of illness or accident. Trip cancellation insurance unbureaucratic and customer-oriented. Accident and breakdown assistance in Switzerland and throughout Europe. High sums insured including assumption of health care costs abroad up to CHF 1 million. Travel baggage coverage including cover for cameras, laptops and sports equipment. Travel insurance from Allianz Travel protects you against the consequences of unplanned events and ensures that you can enjoy your holiday carefree.