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.
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.

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).

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.

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 fromMedi24, 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 750.-) 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.  

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.

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