Frequently asked questions

Information on the coronavirus

Against the background of current developments in connection with the
spread of the coronavirus, we have compiled the most important informations below.

Advice for travellers before and during the trip

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.
If you have taken out an individual – or annual travel insurance (Travel Protection and Secure Trip) since November 19, 2019, you will benefit from the expanded ser-vices of the new GTC from August 26, 2020.
Overview of the new GTC

If you have another travel insurance through a third party of ours, then the coverage for the termination or cancellation depends on the respective insurance. As a rule, epidemics and pandemics are excluded. With our experience as a travel insurer, we can advise these insured persons in order to find a suitable solution. However, we cannot assume any costs.

Overview new GTC - Travel protection package and annual travel insurance

Since August 26, 2020 we cover the illness of an epidemic or a pandemic illness such as B. Coronavirus in all newly concluded short trip and annual travel insurance.

The extended benefits also apply to all short-term and annual travel insurances (travel insurance package & Secure Trip) that have been taken out since November 19, 2019 (for claims from August 26, 2020). Examples of insured events in connection with Coronavirus (see details in the GTC).

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Cancellation costs (illness)

Coronavirus disease

The event (illness) must have occurred after the date on which the insurance was taken out.

Cancellation costs (quarantine)

Individual quarantine obligation due to suspicion of coronavirus in the insured person

General quarantine obligations due to official orders are not insured.

Medical assistance

Diagnosis of an epidemic or pandemic disease in the insured (e.g. coronavirus)

For more details, please consult the GTC.

Travel assistance - illness

Diagnosis of an epidemic or pandemic (e.g. coronavirus) in a passenger or, for example, in a close relative

For more details, please consult the GTC.

Travel assistance – quarantine

Individual quarantine obligation due to suspicion of coronavirus in the insured person

General quarantine obligations due to official orders are not covered.

Travel assistance - (Transport / entry)

Refusal of transport or entry in case of suspicion of coronavirus

Not insured: Rejected due to non-compliance with general travel or entry restrictions.

Treatment costs abroad

Coronavirus disease on the move

The event (illness) must have occurred after the insurance was taken out.

General Terms and Conditions of Insurance (GTC)

General information on coronavirus

For specific medical questions, our insured can contact the Medi24 medical compe-tence centre at any time. You will find the corresponding number in your GTC under "Emergency number" and select the option "International emergency" when calling.

You can find a comparison between Coronavirus vs. flu symptoms here or consult the BAG Corona-Check directly online.
Furthermore, the BAG has also set up a hotline: +41 58 463 00 00 (6 a.m. - 11 p.m.)

People are actively asked not to go directly to their GP, but to contact him by tele-phone first.

General questions and answers

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 the Coronovirus from Medi24, regardless of their location.

Worldwide, we look after several confirmed cases - as well as suspected cases of the Coronovirus. 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 Coronovirus 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.

The following statements refer to our Secure Trip and Travel Protection Package products. For questions about other insurance products, please consult the relevant GTC directly. If you have any further questions, please do not hesitate to contact our service center.

I have been testet positive on the COVID-19 and cannot travel. Can I cancel my trip and get a refund?

Since 26 August 2020, we have covered the illness of an epidemic or a pandemic disease such as COVID-19 in all newly concluded one-off travel insurance policies and annual travel insurance policies.

How? By making an online claim. Please fill out the corresponding form and send it to us adding all the relevant documentation.

My travelling companion, or a family member who is not travelling with me, has tested positive for COVID-19. Can I cancel my trip and get a refund?

Since 26 August 2020, we have covered the illness of an epidemic or a pandemic disease such as COVID-19 in all newly concluded one-off travel insurance policies and annual travel insurance policies.

How? By making an online claim. Please fill out the corresponding form and send it to us adding all the relevant documentation.

In the context of an epidemic situation (COVID-19), I no longer feel like leaving because I am afraid to travel. Can I cancel my trip and get a refund?

NO - Travel insurance does not cover the fear of travelling.

In the context of an epidemic situation (COVID-19), the country I was supposed to visit closed its borders. Can I cancel my trip and get a refund?

NO - This is not a insured event under your insurance policy. Please contact the relevant service provider.

After returning to Switzerland, I would have to go into quarantine due to the regulations of the FOPH, as my travel destination is classified as a risk country. I would therefore like to cancel my trip. Will the travel insurance cover any cancellation costs?

NO - General quarantine obligations due to official orders are not insured.

My trip is cancelled by the service provider, what should I do to change my travel insurance policy?

To change your individual insurance policy, please contact our service center on +41 44 283 32 22 from Monday to Friday from 8:00 to 18:00 or by e-mail to info.ch@allianz.com. We will then make the necessary adjustments. Annual insurance policies are subject to the general conditions of change.

Due to a recent contact with a COVID-19 infected person, I have been quarantined by official order. Can I cancel my trip and get a refund?

YES - You can cancel your trip. Compensation will be paid in accordance with the conditions and within the cover specified in your insurance policy.

How? By filing your claim on our online declaration site. You will be asked for supporting documents.

My travelling companion was placed in quarantine before we left on our trip for suspicion of infection with a virus such as COVID-19. Can I cancel my trip and get a refund?

YES - You can cancel your trip. Compensation will be paid in accordance with the conditions and within the cover specified in your insurance policy.

How? By filing your claim on our online declaration site. You will be asked for supporting documents.

During my trip I developed COVID-19 symptoms. Can I seek the advice of a doctor?

YES - Thanks to our tele-consultation you can have a consultation with a doctor by video or telephone 24 hours a day.

Due to an individually ordered quarantine (contact with COVID-19 infected persons) or a COVID-19 illness, I could not take my return flight. Does my insurance policy cover the cost of buying a new return ticket?

YES - We will reimburse you for the cost of purchasing a new return ticket, provided there is no travel warning for your destination. Please contact our emergency call centre in advance on +41 44 202 00 00.

During my trip, compulsory confinement is decreed by the competent local authorities. Can I be repatriated?

NO - General quarantine obligations due to official orders are not insured.

If I get into individual quarantine shortly before my return due to a positive COVID-19 test and have to extend my stay, will my additional costs (accommodation, food...) be covered?

YES - We will reimburse you for the additional costs (up to max. CHF 1500) in accordance with the GTC that arise due to the extension of the trip in the event of quarantine. Please contact our emergency call centre in advance on +41 44 202 00 00.

Questions before taking out
the insurance cover

Formal terms and conditions of insurance

When is the last day that cancellation charges insurance can be taken out?

All types of insurance (short-term or annual policies) can be taken out at any time. 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 four days of issue.

Is there a notice period for cancelling annual insurance policies?

Yes. These policies (e.g. Secure Trip) must be cancelled by the insured person three months before they end. They can be cancelled in writing or by e-mail. If they are not cancelled, the policies will continue for another year.

How can I cancel my annual insurance policy?

Notices of termination can be submitted by letter post or e-mail, subject to a three-month notice period. We will then confirm your cancellation in writing.

Can cancellation insurance be taken out for people resident abroad?

Yes. Insurance can be taken out for a trip provided that the trip is booked in Switzerland. This does not apply to annual travel insurance policies, which can only be sold to people who are 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 "health care costs for visitors", which is valid throughout the Schengen Area except in the country of residence of the insured person

Product-specific terms and conditions of insurance

Can I take out cancellation charges insurance on its own?

Allianz Travel only offers combinations, which usually include assistance cover (e.g. cancellation charges/assistance within an annual insurance policy, etc.).
The exception to this rule is the "cancellation charges for accommodation and further training" option, which only covers arrangements made in the country such as hotel accommodation, holiday homes or course fees.

What is the maximum amount of travel luggage 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 travel protection package Premium is CHF 2000.
Travel luggage cover in every insurance policy includes an excess of CHF 200.

Are mobile phones also covered by travel luggage coverage?

Yes. Mobile phones, computers, laptops and electronic organisers 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 185 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. 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.

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 does "closely related persons" mean?

This covers relatives, life partners and their parents and children, carers of non-travelling minors or relatives in need of care and very close friends with whom there is very close contact.

Is there an age limit for insurance from Allianz Travel?

Yes. The age limit for health care costs insurance for visitors and the Secure Trip Premium and Premium PLUS annual policies is 80. No age limit applies to the other Allianz Travel products. An age limit of 26 also applies to taking out all Junior insurance policies.

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.

Is there a premium discount for groups?

Yes. Groups of 10 people or more receive a discount of 20% on the following products: travel protection package Classic and Premium, health care costs for visitors Individual and Family and cancellation charges accommodation and further training.

Questions about claims

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

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.

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?

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

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.

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 two 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, P.O. Box 181, CH-8024 Zurich, telephone +41 44 211 30 90, 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.

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:

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.

Claim form

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).

Home Care

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

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 products for individuals. Once policyholders are over the age limit, they are automatically issued with new policies subject to new terms and conditions.

Medical advice 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

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

Substitute journey

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:

Annual travel insurance Secure Trip Premium and Secure Trip Premium PLUS for individuals

Annual travel insurance Secure Trip Premium and Secure Trip Premium PLUS for families

Travel insurance for a single trip Premium and Premium PLUS

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.

Terms and conditions (T&C)

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

Travel Hotline

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

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.

Allianz Travel Switzerland (formerly Allianz Global Assistance & 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 21,500 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.

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. This gives you 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
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 luggage coverage
including cover for cameras, laptops and sports equipment
Cancellation charges insurance
unbureaucratic and customer-oriented

Information on the coronavirus

Examples of insured events

Important notes

Questions before taking out the insurance cover

Questions about claims

Insurance Glossary A-Z

Questions before taking out
the insurance cover