Answers to most queries that 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.etihadairways.com. It is a policy underwritten by a Chartis Inc. member company or third parties licensed to provide insurance in the country where your travel originates. 

2. How do I purchase Travel Guard?

You can purchase Travel Guard while booking your flights on www.etihadairways.com.

3. Who does Travel Guard apply to?

Any Etihad Airways passenger greater than 2 months of age can be covered under Travel Guard. The passenger has to be a valid and legal resident of the country where he/she is flying from.

4. 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.

5. 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 Assistance section.

It is important that you call these 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 and the Claims Form.

2. Can I cancel my Travel Guard travel insurance?
All Travel Guard policies purchased from www.etihadairways.com cannot be cancelled except for policies purchased in certain countries. These countries are – Qatar, Germany, France, Switzerland, Belgium, Italy, Greece, Cyprus and South Africa. Should you have purchased your travel insurance policy in these countries,  you are allowed to cancel your policy prior to your date of travel*.

In case of Qatar, please contact: 
Phone No : 00974 496 7424
E-mail: servicecenter-me@chartisinsurance.com

* Should you have purchased your travel policy in Qatar, you are allowed to cancel your policy within 14 days from the date of purchase.  Policies purchased in Qatar should be cancelled at least 24 hours prior to travel and can only be cancelled if no claim has been filed against the policy. For more details on cancellation, please refer to your Policy Wordings (terms and conditions). For details on cancellations conditions for each of the other countries, please refer to your policy terms and conditions for more details.

3. Is my Travel Guard travel insurance premium refundable?
No, the Travel Guard travel insurance policy cannot be cancelled and the premium is non-refundable. However, should you have purchased your travel insurance policy in any of the countries mentioned in the above cancellation question, and you are entitled to a refund.

In case of Qatar, if a policy is cancelled at least 24 hours prior to travel, within 14 days of purchase and there is no claim filed against it you are entitled to a full refund.  Contact details for your cancellation request are:  00974 496 7424 or servicecenter-me@chartisinsurance.com. For each of the other countries where cancellation and refund applies, please refer to your policy wordings for more details on refund process.

4. Can I change my Travel Guard policy?
No, your TravelGuard 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 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.

6. Do I have to carry a copy of my Certificate of Insurance with me 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 or the voucher number available to you from the email or ticket you will receive from Travel Guard and Etihad Airways after purchasing the policy.

7. What do I do if I did not receive or lost my Certificate of Insurance?
In the event that you did not receive the insurance certificate via email you can reprint or view your certificate of insurance by going to the My Policy section of the Travel Guard Insurance pages on the Etihad Airways website.

8. Where can I get the full Terms and Conditions of my TravelGuard travel insurance policy?
 The full Terms and Conditions of your TravelGuard travel insurance policy is available on the Policy Wording section of the Travel Guard Insurance pages on the Etihad Airways website.

Coverage

1. What kind of benefits do I get with Travel Guard?
For more detailed information about the benefits available, please visit our 
Product Description and Policy sections of the Travel Guard Insurance pages on the Etihad Airways website.

2. 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.

3. How will my out-patient medical expenses be paid under Travel Guard?
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.

4. 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. This can be claimed as detailed in the claims procedure for covered illness in your policy.

5. Does Travel Guard cover sports and other similar activities?
No, currently Travel Guard does not cover sports and similar activities as detailed in the Policy Wording page of the Travel Guard Insurance pages on the Etihad Airways website.

6. 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 the Policy Wording (Terms and Conditions) page. 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.

7. 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 the Policy Wording page. “Pre-existing medical conditions” refer to, illness, disease or other medical conditions that you knew about before you purchased Travel Guard.

8. 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. 

Claims

1. How do I report a claim?
Call our assistance centre on the numbers provided to you in the claims section. 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 a list of the additional documentation needed. 

You can download a copy of our claim form which is available on the claims page and also view the information that will be required in order to process your claim.

2. How long is the claim processing time?
Claims will be processed within 21 days after you have submitted all 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?
Travel Guard will advise you in writing of your right to appeal the claim decision and of the procedures for lodging an appeal with the local insurance company. You can appeal to:

Telephone: +971 4 601 44 55
Or email on: 
Etihad.assistance@chartisinsurance.com 

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.