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Frequently Asked Questions

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  • +- Why do I need travel insurance?

  • Just as you have home or car insurance, travel insurance is no different, by protecting the investment you make in travel plans. Travel insurance can protect your financial investment (up to the amount of your policy limits) should your trip be cancelled or interrupted for a covered reason, as well as provide additional benefits like baggage protection and emergency medical and dental coverage.

  • +- What is included under non-refundable costs?

  • Non-refundable costs include your trip deposits/payments that would be lost if you had to cancel for a covered reason prior to trip departure. Some examples include cruise, tour and airline ticket costs. Be sure to consult your travel coordinator to determine what costs are non-refundable for your particular trip as cancellation policies vary.

  • +- What does travel insurance cover?

  • Travel insurance can provide benefits for a number of situations that may occur before your during your trip, including:

    Trip Cancellation Protection
    Trip Interruption Protection
    Emergency Medical Transportation
    Emergency Medical / Dental Coverage
    Lost / Stolen / Delayed Baggage Coverage
    Travel Delay Coverage
    Missed Connection Coverage
    Rental Car Damage Protection

    For definitions of these terms, please click here.

    Note:  not all plans include each benefit listed here. Please see the Certificate of Insurance/Policy for terms, conditions, and exclusions.

  • +- What will the 24-hour Hotline Assistance do for me?

  • Our 24-hour hotline is staffed with multilingual specialists who can help you with all types of situations from anywhere in the world, from reporting lost baggage to getting emergency medical treatment. They can also help you replace passports, refer you to legal assistance, secure cash in case of emergency and guarantee payment to gain admission into a hospital.

  • +- If I cancel my trip, do I get my money back?

  • Trip cancellation coverage gives cash back for prepaid, nonrefundable payments if you have to cancel your trip for one of the reasons covered by your policy. Some reasons include sudden covered medical emergencies, financial default of a covered airline, cruise line or tour operator, employer termination, terrorist incidents, and jury duty. Some reasons for cancellation aren't covered, such as changing your mind about taking a trip or other things not named in your policy/certificate of insurance.  Not all plans include trip cancellation coverage.  Please see the Certificate of Insurance/Policy for terms, conditions, and exclusions. 

    If you cancel your trip for a covered reason, you must notify your travel supplier(s) within 72 hours of the cancellation.

  • +- Who provides the insurance for these programs?

  • Insurance benefits underwritten by BCS Insurance Company, Jefferson Insurance Company or Nationwide Mutual Insurance Company and Affiliated Companies, depending on insured’s state of residence and plan type. Plan(s) may not be available to residents of all states. Allianz Global Assistance and Allianz Travel Insurance are brands of AGA Service Company. AGA Service Company is the licensed producer and administrator of these plans and an affiliate of Jefferson Insurance Company. The insured shall not receive any special benefit or advantage due to the affiliation between AGA Service Company and Jefferson Insurance Company. Non-insurance benefits/products are provided and serviced by AGA Service Company. Consumer is responsible for charges incurred from outside vendors for assistance or concierge services. Contact AGA Service Company at 800-284-8300 or 9950 Mayland Drive, Richmond, VA

  • +- Can I change the details of my insurance policy?

  • Yes, as long as you have not already departed on your trip or filed a claim. For fastest service, visit our online policy management tool.

  • +- How do I get another copy of my policy documents?

  • You can request an additional copy of your policy documents by visiting our online policy management tool.

  • +- How do I cancel a policy?

  • For fastest service, you can cancel your policy by visiting our online policy management tool. For a full refund of your premium, you must cancel within 10 days of your policy purchase and have not filed a claim or departed on your trip.

  • +- What should I do if I'm having a technical issue with your website?

  • Please contact us, and select "Technical issue with the website" from the dropdown menu of subjects. From there, let us know which page you were on and a description of the issue (e.g. the page did not load properly, you received an error message, etc.).


  • +- How do I file a claim?

  • Visit our online claim management tool. Once you have filed your claim, you will receive a confirmation email from us, and the details on what documentation we need to process your claim. 

    After your claim has been submitted, you can check your claim status 24 hours a day by visiting our online claim management tool.

  • +- How do I check on the status of a claim?

  • You can check the status of your claim at any time by visiting our online claim management tool.

  • +- How long will it take for my claim to be reviewed?

  • Once we receive your claim form and all the required supporting documentation, we will begin our review. Please allow up to 10 business days for us to complete this process.

  • +- Where do I find a list of all the required claim documents?

  • All required documents and information can be found on the confirmation page after you submit your online claim. You can also access this information from our  documentation checklist.

  • +- If my claim is approved, can I receive the payment electronically?

  • Whether you file a claim online or offline, you will have the option to select direct deposit/ACH or debit disbursement to receive your claim payment. 

  • +- What is a Debit Disbursement vs. Direct Deposit?

  • Debit disbursements and direct deposit are both forms of electronic payments; however they use different pieces of information to send payments and have varying timelines for the receipt of funds.   Debit disbursements use your debit card information (account number and expiration date) to send money, while direct deposit uses your checking account number and your bank’s ABA (or routing) number, which can be found on your checks.  Debit disbursements are typically quicker, depending on your bank’s processing times.   

  • +- What is Direct Deposit?

  • Direct deposit is an electronic payment that uses your checking account number and your bank’s ABA (or routing) number, which can be found on your checks.

  • +- Can I receive a claim payment on my credit card?

  • No, we cannot make claim payments to a credit card at this time.

  • +- What name will appear on my bank statement if I elect to use Debit Disbursement or Direct Deposit?

  • AGA Service Company or Jefferson Ins Company will appear, based on the product you purchased.

  • +- Are there limits for certain types of electronic payments?

  • Payments can only be made in US dollars. In addition, there is a $10,000 limit for debit disbursements ($50,000 per month). 

  • +- Can I have my claim payment sent to a business account?

  • No, debit payments are only available for direct consumers (persons,) not businesses.

  • +- Can I have my claim payment sent to a prepaid card?

  • We cannot send to prepaid debit cards, just regular debit cards.

  • +- When can I expect my payment if I choose an electronic disbursement?

  • Once it has been determined that we will pay a claim, Debit Disbursements have the following timelines based upon your bank’s processing times:  Immediate, next day, or two to five business days.

    Once it has been determined that we will pay a claim, Direct Deposit takes two to five business days, based upon bank processing times. 

  • +- What if I want the claim payment to be sent to multiple accounts?

  • Unfortunately, we cannot split claim payments among multiple bank accounts. The total claim payment will need to go to one account.

  • +- Why do I have to provide my email?

  • Email addresses are required for all electronic payments in order to send your explanation of benefits electronically.

  • +- I submitted electronic payment information, but received a check. Why did this happen?

  • Sometimes, there are technical issues with sending payments. In order to send your claim payment as quickly as possible, you might get a check instead.   

  • +- I’d like to change my preferred payment option. How can I do this?

  • You can call our customer service line, and if your claim payment has not already been processed, we will happily update it for you.

Existing Medical Condition Coverage

  • +- What is an existing medical condition?

  • An existing medical condition is an illness or injury that you, a traveling companion or family member were seeking or receiving treatment for or had symptoms of on the day you purchased your plan, or at any time in the 120 days before you purchased it. Please also note that you may still be covered for losses caused by reasons other than those related to an existing medical condition. 

    Terms, conditions and exclusions apply. Please see your Certificate of Insurance/Policy for full details.

  • +- If I have an existing medical condition can I still purchase travel insurance?

  • Yes. On select products, we offer existing medical condition coverage. In order to have existing medical conditions covered, generally the following criteria must be met:

    1) You must be a US resident who is medically able to travel on the date you purchase your plan

    2) You must purchase trip cancellation coverage that covers the full cost of all your non-refundable trip arrangements.

    3) Your plan must be purchased within 14 days of your original trip deposit or initial payment date unless otherwise specified in your particular plan.

    Coverage limits may vary based upon your chosen plan. Please see your Certificate of Insurance/Policy for terms, conditions, and exclusions.

    Even if you don't purchase insurance that covers existing medical conditions, or even if you don't meet the requirements for that coverage, you can still purchase travel insurance, but any loss due to an existing medical condition will be excluded.

Covered Suppliers

  • +- What is supplier default?

  • Supplier default refers to financial default as it is defined in our insurance policies and certificates: "A complete cessation of operations because of financial circumstances, with or without filing for bankruptcy protection." Subject to your plan's terms and conditions, you are covered for the specified amount of Trip Cancellation or Interruption you purchased in the event a Covered Supplier financially defaults. Coverage applies to non-refundable payments and deposits you made before your trip was canceled, less any published refunds you're entitled to receive.

  • +- How do I determine if I have supplier financial coverage?

  • Please review your plan's terms, conditions and exclusions. Generally, you are covered for the specified amount of Trip Cancellation/Interruption purchased in the event a covered supplier financially defaults as long as all of the conditions listed below are met:

    1) You purchased a plan with Trip Cancellation or Interruption coverage within 14 days of paying your initial trip payment or deposit.

    2) The financial default occurs more than seven days after the policy's effective date.

    3) You use a travel supplier (other than the organization from which you purchased this insurance or their affiliate companies) listed as a covered supplier at the time of insurance purchase.

    A list of these covered suppliers can be found by clicking here.

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Allianz Global Assistance
P.O. Box 71533
Richmond, VA 23255-1533

Jul 28, 2017