Answers to most queries you may have on Travel Guard

General Questions

1. What is Travel Guard for Etihad Airways?
Travel Guard is a travel insurance product that is offered to Etihad Airways customers booking online on It is a policy underwritten by subsidiaries or affiliates of  American Internal Group, Inc. (AIG) or third parties licensed to provide insurance in your country of residence. 

2. How do I purchase Travel Guard?
You can purchase Travel Guard while booking your flights on

3Can I add Travel Guard travel insurance to my existing booking?
No, Travel Guard cannot be added to an existing booking. You can purchase Travel Guard only while bookings your flights on

4. Who does Travel Guard apply to?

Any Etihad Airways passenger greater than 3 months of age can be covered under Travel Guard. The passenger has to be a valid and legal resident of the country he/she is flying from.

5. What is the coverage period for my Travel Guard travel insurance?

Travel Guard covers you for the duration of your trip up to a maximum of 90 days from the date of travel based on the travel dates provided.

6. When does my Travel Guard coverage begin?
The coverage for trip cancellation begins at 12:01 am the day after the coverage is purchased. All other benefits become effective the date and time the insured starts their trip.

7. Am I still covered by Travel Guard if I catch a connecting flight to a different destination?

Under Travel Guard, air travel coverage is only limited to Etihad Airways flights within Etihad Airways network.


1. What do I do if I have an emergency or accident abroad?
For 24 hour emergency assistance, please refer to contact numbers/email addresses listed in the Assistance section.

It is important that you call the numbers provided by Travel Guard as detailed in your policy before taking any action. For any out-patient treatment, please retain all original receipts and claim them on your return to your country of residence. For further details, please refer to the Claims Procedure document.

2. Can I cancel my Travel Guard travel insurance?
If you have purchased your travel insurance policy in the countries listed  below, you may  cancel your policy prior to your date of travel*. Please contact us using the  contact details below:


Contact No.



00974 4496 7424

3. Is my Travel Guard travel insurance premium refundable?
Generally, the Travel Guard travel insurance policy cannot be cancelled and the premium is non-refundable. However, if  you  purchased your travel insurance policy in any of the countries mentioned in the previous  question, you are entitled to a refund.

4. Can I change my Travel Guard policy?
No, your Travel Guard policy is not changeable. However, in the event of a rescheduling of a flight under the same booking reference, the new period of insurance will begin on the new rescheduled date. 

5. What happens to my Travel Guard policy  if I change the travel dates of my booking?
Please contact the AIG local offices to refund the policy if allowed or a change needs to be done on the policy certificate.

6. What happens to my Travel Guard policy if Etihad Airways reschedules my return flight to a later date?
If your return flight is rescheduled by Etihad Airways to a later date, your TravelGuard policy is automatically extended up to a maximum of 3 days.

7. Do I have to carry a copy of my Certificate of Insurance when traveling?
No, you don’t need to carry a copy of your Certificate of Insurance with you. All you need is your insurance policy number from the email you will receive from your insurer  after purchasing the policy.

8. What do I do if I did not receive or if I lost my Certificate of Insurance?
In the event that you do not receive the insurance certificate via email, you can view or print your certificate of insurance through the Travel Insurance Policy Document Service

9. Where can I get the full Terms and Conditions of my TravelGuard travel insurance policy?
The full Terms and Conditions of your Travel Guard travel insurance policy is available on the Policy Wordings section of the Travel Insurance page.


1. What kind of benefits do I get with Travel Guard?
For more detailed information about the benefits available, please read the p
roduct description of your Policy Wordings.

2. How will my out-patient medical expenses be paid under Travel Guard?
Subject to policy terms and conditions, you will be reimbursed for out-patient medical expenses incurred, on actual basis for all covered sickness or accident-related claims as per the policy.

3. If I require treatment for an illness during my trip, can I claim for medical/hospital and other related expenses?
Yes, Travel Guard covers emergency illness medical expenses, subject to policy terms and conditions. Details are found in your policy.

4. Does Travel Guard cover sports and other similar activities?
No, currently Travel Guard does not cover sports and similar activities as detailed in your Policy Wording.

5. Can I cancel my trip for any reason and get all my money back through my trip cancellation benefit?
The trip cancellation benefit is only applicable for specific reasons as detailed in your Policy Wording (Terms and Conditions). Covered reasons include, but are not limited to, unforeseen emergencies such as illness, or death involving you, your travel companion and/or an immediate family member. Pre-existing medical conditions and injuries known to any person who your trip depends on are not covered.

6. Can I buy Travel Guard if I have a pre-existing medical condition?
Yes. However, Travel Guard has exclusions on pre-existing medical conditions as detailed in your Policy Wording. “Pre-existing medical conditions” refers to illness, disease or other medical conditions that you knew about before you purchased Travel Guard.

7. Does my baggage and personal effects benefit cover theft?
Yes, Travel Guard covers theft (and damage due to attempted theft) as long as it occurs during your travel (and subject to policy terms and conditions).


1. How do I report a claim?
Contact the Claims Offices and a representative will review your situation with you, and will explain exactly what type of information we will require in order to be able to process your claim. You will then need to fax or mail the claim form with the additional documentation needed. 

2. How long is the claim processing time?
We aim to process claims within 21 days of you submitting all of the required documentation.

3. What is the time limit for lodging a claim?
All claims must be submitted within a reasonable time of your policy end date.

4. What do I do if I disagree with the claims decision made?
Please contact the local insurance company mentioned in the policy wording.

5. Can I contact travel claims if I wish to amend or cancel my travel itinerary?
No, travel claims will only assist you with your claim if you have cancelled or cut short your trip.

6. Can I lodge a claim if Etihad Airways has cancelled my flight?
No, Travel Guard does not cover a claim if the airline cancels the flight.