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 www.etihad.com. 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 www.etihad.com.

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 www.etihad.com.

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.

Procedures

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:

Country

Contact No.

Email

Qatar 

00974 4496 7424

servicecenter-me@aig.com

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.

Coverage

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).

Claims

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. 

Termes et conditions

Etihad Airways décline toute responsabilité vis-à-vis des réclamations déposées dans le cadre de votre police d'assurance Travel Guard. 

Veuillez vous reporter aux termes exacts de la police d'assurance ci-dessous, qui contiennent des dispositions de réductions, limitations, exclusions et résiliation.

Toutes les couvertures ne sont pas disponibles dans tous les pays. Certains noms, termes, titres, phrases, logos, icônes, graphismes ou designs de ce site internet peuvent être des noms commerciaux, des marques déposées ou non déposées (“Marques”) d'AIG et utilisées sous licence par AIG.

Toutes les informations figurant sur ce site sont protégées selon la législation sur les droits d'auteur (copyright).

  • Le passager doit être âgé de plus de 3 mois pour être couvert par Travel Guard.
  • Le passager doit être un résident légal et en situation régulière du pays de départ de son voyage.
  • Il est possible d'acheter Travel Guard seulement en réservant vos vols sur www.ethad.com.
  • Avec Travel Guard, la couverture du voyage aérien se limite seulement aux vols d'Etihad Airways dans le réseau d'Etihad Airways.
  • Pour un voyage en aller simple, l'assurance est valable jusqu'à 72 heures à partir de la date et de l'heure du départ.
  • Travel Guard vous couvre pour la durée de votre voyage si sa durée est inférieure à 90 jours. Si la durée du voyage est supérieure à 90 jours, elle couvre un maximum de 90 jours à partir de la date du voyage sur la base des dates de voyage fournies.
  • L'assurance Travel Guard n'est pas modifiable. Néanmoins, dans le cas de la reprogrammation d'un vol avec la même référence de réservation, la nouvelle période d'assurance commencera à la date de départ reprogrammée.
  • La couverture en cas d'annulation de voyage commence à 00h01 le lendemain de l'achat. Toutes les autres couvertures prennent effet le jour et à l'heure du départ de l'assuré.
  • En principe, il n'est pas possible d'annuler la police d'assurance voyage Travel Guard, et la prime n'est pas remboursable. Vous pouvez toutefois consulter les détails de votre police d'assurance pour savoir si son annulation est autorisée.
  • La couverture en cas d'annulation du voyage n'est valable que pour certaines raisons spécifiques  détaillées dans votre police d'assurance (Termes et conditions). Les conditions couvertes incluent, mais sans s'y limiter, les urgences imprévisibles telles que la maladie, ou le décès vous concernant, vous, votre compagnon de voyage et/ou un membre de la famille proche. Les blessures antérieures et les antécédents médicaux connus de toute personne concernée par votre voyage ne sont pas couverts.
  • Travel Guard comporte des exclusions d'antécédents médicaux détaillées dans votre police. Les “antécédents de santé” font référence aux maladies, affections et autres problèmes médicaux dont vous aviez connaissance avant de souscrire votre assurance Travel Guard.
  • Travel Guard ne couvre pas une réclamation pour des vols annulés par Etihad Airways.
  • L'intégralité des termes et conditions de votre police d'assurance voyage Travel Guard est disponible dans la section "Termes de la police d'assurance" sur la page consacrée à l'Assurance Voyage.