Frequently Asked Questions

Questions before taking out the insurance cover
Questions about claims
Questions before taking out the insurance cover

Can I just arrange insurance to cover cancellation costs?

Allianz Global Assistance only offers combination products, which usually include Assistance cover (e.g. Cancellation Cost / Assistance, Annual insurance policies, etc.).

The exception is the Cancellation costs for rent, courses, seminars, which only insures the on-shore package, such as overnight stays in hotels or holiday apartments or course fees. Here too, we recommend that combined Cancellation Cost / Assistance insurance should be taken out to cover 5% of the package price.

What is the latest time for taking out Cancellation Costs insurance?

The policy can be taken out at any time before the trip.

Does a baby or infant also have to be insured?

Babies usualy travel at no charge, so there is no need for insurance against cancellation costs. However, it may be that you have to travel back to Switzerland from your holidays because of your baby, for health rasons. If you haven't taken out Assistance insurance to cover your baby, Allianz Global Assistance will not pay the costs. A combined Cancellation Cost / Assistance insurance policy is therefore always worth having.

If I realise that I already have insurance, can I return the policy and get a refund of the premium?

Yes, Allianz Global Assistance will take the policy back free of charge within 4 days of issue. The only exception to this is the return of a Recuperation Costs insurance policy for guests. If your visitors are unable to travel to you and you want to return the policy, the premium will be refunded, but Allianz Global Assistance will retain an administration charge of CHF 100.

Can insurance also be arranged for people who live abroad?

Yes, most products from Allianz Global Assistance (except annual insurance policies) can be bought, as long as the trip is booked in Switzerland.

What does "closely-connected persons" mean?

These include relatives and life partners and their parents and children, the carers of under-age children who are not travelling with them, or relatives who are in need of care, or very close friends with whom there is close contact.

Is there a discount on the premium for more people?

Yes. Groups of 10 people get a rebate of 20% on the following products: Travel Insurance Pass basic, Travel Insurance Pass all inclusive, Air accident, Cancellation Cost / Assistance, Travel Baggage, Recuperation Costs and Private Medical.

Is there an age limit for Allianz Global Assistance insurance policies?

Yes, the age limit for Private Medical and Recuperation Costs insurance for guests is 80, but there is no limit in relation to age for other Allianz Global Assistance products.

Do Allianz Global Assistance products also apply to packages in Switzerland?

The products are valid world-wide, including Switzerland and the Principality of Liechtenstein. The exceptions to this rule are Private Medical and Travel Baggage insurance. These apply outside Switzerland and the Principality of Liechtenstein, and outside the permanent place of residence, respectively.

Can couples who live together take out a Family Annual Insurance Policy?

Yes. All people living as part of the same household and any under-age children of theirs who do not live as a part of the same household are covered.

Up to what age can the Junior option of Secure Trip LIGHT, Secure Trip or Secure Trip PLUS insurance be taken out?

Up to the relevant person's 26th birthday.

What is the maximum amount covered by Cancellation Costs, Secure Trip, Secure Trip LIGHT and Secure Trip PLUS?

  • Secure Trip Individual and Junior cover up to CHF 25'000 per trip; Family covers up to CHF 50'000 per trip.
  • Secure Trip LIGHT Individual and Junior same cover as Secure Trip. In the case of cancellation of the trip there is an 20% excess.
  • Secure Trip PLUS Individual and Junior cover up to CHF 50'000 per trip; Family covers up to CHF 100'000 per trip.

Is there a period of notice for cancellation of the annual insurance policies?

Yes. A notice period of 3 months to the end of insurance must be given by the insured person for these insurance policies (e.g. Secure Trip). Cancellation has to be notified written or by e-mail. If the insurance has not been cancelled, it will continue for a further year.

What is the maximum insured sum for Travel Baggage insurance?

The maximum sum is CHF 10'000 per person (minimum sum is CHF 2'000).

Are mobile phones covered by the Travel Baggage insurance?

No. Cover can not be obtained for mobile phones, computers, laptops or electronic diaries.

Can a Recuperation insurance policy be extended?

Yes, on a maximum of two occasions, as long as the total duration is no more than 185 days, and that no previous claims have been made.

What is a translation service?

Callyandi is a telephone translation service to translate between German, Spanish, French, English and Italian. This service will be extended by further languages, such as Portuguese, Chinese, Japanese, Russian and Arabic.

Questions about claims

What documentation will I have to submit when I notify the claim?

(NB! Before you submit the documents to us, you must immediately cancel the booked trip with the travel agency, person renting the property, airline, etc.)

  • Fully-completed claim form
  • Insurance certificate (a copy of the policy)
  • Confirmation of booking
  • Invoice for cancellation costs
  • A certificate from a neutral doctor, with a diagnosis; a certificate from a neutral psychiatry specialist in the case of psychiatric illness (you will find the form on our website)
  • Death certificate

Health Care for Visitors

  • Fully-completed claim form + medical report
  • Insurance certificate (policy)
  • If travelling into Switzeland: a copy of the passport with an entry stamp (Visa)

Private Medical

  • Insurance certificate (policy)
  • Medical certificate with diagnosis
  • Invoices for the costs of doctors, medication and hospital costs, plus doctors' prescription in the original

Travel Baggage

  • Fully-completed claim form
  • Insurance certification (policy)
  • Police report
  • A record of the facts of the case
  • Receipts and confirmations

How long does it take to process a claim?

Allianz Global Assistance aims to settle the case quickly and competently. Cases will be examined on a individual basis by qualified staff. The processing time will vary, depending on the particular case. You can help us to minimise the time it takes to process your claim by providing comprehensive documentation.

Why don't the reimbursed cancellation costs match the amount I originally paid to the travel agent?

Allianz Global Assistance only pays the contractually-owed cancellation costs. Any difference will be credited to you by the travel agent. The insurance premiums will not be repaid.

What will I have to do if I need to cancel a trip?

The cancellation must be notified immediatelly to your booking office. The insurance policy, confirmation of booking or cancellation invoice, medical certificate with diagnosis, or death certificate in the event of a death, must be submitted to Allianz Global Assistance.

What is the maximum amount covered for the Assistance services, and what will I have to do to claim these services?

These amounts are unlimited (except for Search and Rescue costs, up to CHF 30'000). The Allianz Global Assistance emergency call centre must be notified as soon as the event or affliction occurs in order to be able to claim these services: Tel. +41 44 202 00 00, Fax +41 44 283 33 33.

Does Assistance also cover the costs of doctors, hospitals or medication?

No, these costs are not insured and will have to be settled via the health insurance system.

What will I have to do if my travel baggage is stolen?

The incident must be reported to the nearest police station without delay, and a police report, a claim form and (for expensive items) the original receipt must be submitted to Allianz Global Assistance.

What is not covered under Health Care for Visitors and Private Medical?

Injuries and illnesses that were already present when the insurance cover started, together with the consequences, complications, exacerbations and relapses arising from them, and particularly chronic or recurring illnesses, regardless of whether they were known to the insured person at the time the insurance cover began or not.

Do Allianz Global Assistance insurance policies involve an excess?

No, except for the following insurances:

  • Recuperaton Costs insurance for guests (CHF 200.-)
  • Travel Baggage insurance in the event of theft (CHF 200.-)
  • Annual insurance Secure Trip LIGHT in case of canellation (20%)

Which individuals can demand an insurance benefit in the event of a claim?

The people listed in the insurance policy. In the case of family insurance cover, this would be all the people living as part of the same household, and any under-age children of theirs who do not live as part of the same household.

How long do I have to submit the claim?

Claims run out two years after the event upon which the duty of provision is initiated (with the exception of Air Accident insurance, which is valid for 5 years).

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

The insured person must send a written application for reconsideration to the person dealing with the case, with the Allianz Global Assistance reference number and with new facts. The insured person can also arrange for the private insurance ombudsman's office to carry out a neutral examination of the claim. Ombudsman der Privatversicherungen und der Suva, Postfach 181, 8024 Zürich, Phone 044 211 30 90,

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 Centre on +41 44 283 32 22 for more information.

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. Further information on Assistance.

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 and Travel Insurance Pass.

Credit and store 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 and Travel Cancellation Insurance.

Exceptional expenses
Exceptional expenses refers to the additional costs incurred as a result of a claim event, e.g. taxi and accommodation costs.

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 und Secure Trip PLUS annual travel policies – which are also available for families, our single-trip travel cancellation policies and our ski and snowboard insurance).

Family insurance
A family insurance policy can be taken out for the whole family (e.g. our Annual Travel Insurance for Families). Everyone living in the same household counts as family.

General Terms and Conditions of Insurance (GTCI)
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. Our Terms and Conditions of Insurance.

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 and Travel Cancellation Insurance.

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.

Interpreting service
The interpreting service is a 24-hour telephone interpreting service to help travellers who have problems communicating in German, English, French, Italian, Spanish, Portuguese, Turkish, Thai and Chinese. The service now also includes translation of written documents. This benefit is included with the following products: Annual Travel Insurance for Individuals, Annual Travel Insurance for Families and Travel Cancellation Insurance.

All policyholders aged under 26 are classed as ‘juniors’.  We offer juniors 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 and Annual Travel Insurance for Families

Medical expenses
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.

Mobile phone blocking service
If the insured person loses their mobile phone, or if it is stolen, arrangements are made immediately to have the phone blocked by the relevant network service provider. This benefit is included with the following products: Annual Travel Insurance for Individuals, Annual Travel Insurance for Families and Travel Cancellation Insurance.

Notification of 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.

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.

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

Private Medical
Private Medical covers costs which are not covered by compulsory health insurance: medical and hospital treatment abroad for emergency and routine checks. More on Private Medical.

Repatriation means the transportation of seriously ill or injured people from foreign travel destinations to hospitals with appropriate treatment facilities in their home country. Where possible patients are repatriated under the medical supervision of a doctor and a paramedic or nurse. For more information, please see Travel Assistance.

Replacement/repeat 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 PLUS Annual Travel Insurance, Annual Travel Insurance for Families and Travel Insurance Pass.

Risk person
Risk persons are those persons who, along with the insured person, can give rise to an insured event. They include:

  • Family members of the insured person: spouse or life partner, their children, adoptive and step-children, parents, adoptive and step-parents, siblings, grandparents, grandchildren, parents-in-law, sons and daughters-in-law and brothers and sisters-in-law of the insured person, aunts and uncles, nieces and nephews and the life partner of any of the insured travelling companions.
  • Persons looking after underage children or family members in need of care who are not travelling.
  • Persons who have booked and insured a trip jointly with the insured person and their family members.

Where more than five people have booked a trip jointly, only the relevant family members and life partner of the insured person and their caregiver count as risk persons.

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

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, Trip Cancellation/Assistance and Travel Insurance Pass all-inclusive.

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. 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.

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 and Travel Cancellation Insurance.

Allianz Global Assistance – Travel insurance, Travel cancellation insurance, Assistance

Allianz Global Assistance 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 Global Assistance'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. This gives you protection against heavy financial loss.

How can we help?

© AWP P&C S.A. 2018 – All Rights Reserved. Contact · Legal Notice ·Data Protection · T&C · Site Map · Corporate

Purchase with confidence

Allianz Global Assistance - worldpay mastercard visa