Frequently Asked Claims Questions

What kinds of documents do I need to submit for my claim?

As soon as you submit first notice of your claim to us, we forward you the forms and checklists you need to complete your claims submission.

My airline ticket says that it's non-refundable, so why are you asking for refund information from the airline?

In certain circumstances, such as illness, hospitalization, or death of the passenger or family member, or unexpected activation of military service, airlines do issue full or partial refunds, so we need to review the exact refund provisions that your airline offers.

Why do I need to submit proof of payment?

In addition to invoices and receipts, proof of payment is required to validate the exact claim amount.

Why do you require travel agent/coordinator's statement (for trip interruption)?

If you booked your trip through a travel agent/coordinator, a coodinator's statement is required because it breaks out airfare from land/sea travel costs and also verifies and refunds available for unused portions of your trip.

If I have already submitted the travel supplier's terms and conditions, why do I need to provide the travel supplier's refund statement as well (for trip cancellation)?

The refund statement confirms the date that the trip was cancelled and any applicable refunds from the travel supplier as specified in the Terms and Conditions.

If I have already provided medical information, why are you requesting additional medical information?

If the medical documentation that you (or your attending physician) initially submit is incomplete, we request additional information to confirm that the condition is covered under your plan and, where applicable, not excluded as pre-existing.

Do I need to translate receipts that are written in foreign languages? Do I need to convert foreign currency into US dollars?

We take care of translation and necessary currency conversion. If you have paid by credit card, you have to submit the credit card statement so we can reimburse the foreign transaction fee for covered expenses that the credit card has already charged you.

How can I check the status of my claim?

You can go to the Claims Status page to check if your claim has been started or paid, and you can contact our Claims Department at 1-800-243-2440 Monday-Friday 8:00 AM-5:30 PM for additional assistance.

How can I have my claims settlement made payable to someone else?

You as the claimant must provide a written statement authorizing us to pay a specific alternate party.

My address has changed. How can I have the claims payment sent to my new address?

You as the claimant must provide a written statement indicating your new address.

How do I appeal a claims decision that I'm not satisfied with?

You can submit a written statement (by postal mail, email, or fax) appealing the decision along with any additional supporting documentations, such as medical reports and receipts.