Travel Insurance FAQ

General

1.  Can my travel insurance policy be renewed or extended?

Your policy may not be renewed or extended. However, if any circumstance exists during the journey which is outside the insured person’s control and the journey is extended beyond the period stated in the Certificate of Insurance, we will automatically extend your policy for a maximum ten consecutive days without charge for such an extended period as is reasonably necessary for completion of the insured person’s journey. (Please call or email the claims department to extend your policy)

2. Can my travel insurance policy be cancelled?

For Single trip, no refund of premium will be allowed once the policy is issued.

For Annual cover, the policy may be cancelled by giving the us written notification, in which case the prorated portion of the premium paid shall be refunded as per the refund premium table, provided no claim has occurred and been made in respect of the Annual cover.

Please refer to the Policy Wording for the refund premium table.

3. Can I be insured if I have not had COVID-19 vaccination? 

Our travel insurance policy does not require you to be vaccinated, and you can buy our travel insurance plans directly on our website. 

4. Can I amend data that has been input wrongly, which includes plan, last name & first name, Identify Card number, birthday, start & end date? 

Upon issuance of the Policy, all of the details of the insurance, including the Insured Persons, Departure Date, Insurance Expiry Date and Destinations, are confirmed and final and cannot be changed.

5. How can I contact the emergency service?

Please contact the 24 hours emergency service at 852-21935875.

6. If I am visiting multiple countries during the same trip, do I need to purchase travel insurance for each destination?

If you are traveling to multiple destinations during the same trip, you only need to purchase one travel insurance policy. When purchasing the policy, choose all the destinations (not more than 10 destinations) where the insured person will be traveling to.

7. Can I purchase travel insurance if I'm under 18 years old ?

Persons under 18 years old can only purchase the travel policy with an adult. (If the insured person is under 18 years old, the policy holder must be parent or legal guardian)

8. What are the requirements for the policyholder/ insured person?

Policyholder must be a HKID holder between 18 to 75 years old.

The age of Insured Person should be between 60 days and 75 years old (both dates inclusive), unless otherwise stipulated in any specific sections under these terms and conditions.

9. Do I need to purchase Schengen insurance for my trip to Europe?

If you are a HKSAR passport holder, you can travel to Europe without a visa and are not required to purchase Schengen travel insurance mandatorily.

If you are not holding a HKSAR passport and need to apply for a visa to travel to Europe, you must purchase travel insurance that covers the Schengen area. The travel insurance policy only covers individual travel. The policy cannot be cancelled and the premium paid cannot be refunded regardless of the visa application outcome.

10. Do I need to buy travel insurance for my trip to Mainland China and Macau?

To protect you against unforeseen circumstances such as lost luggage and personal belongings, as well as unexpected accidents and medical expenses incurred overseas. Every cross-boundary trip should be protected by travel insurance, even if it is just a trip to Mainland China or Macau.

11. Can elderly purchase travel insurance?

It is even more essential for seniors to purchase travel insurance to ensure comprehensive coverage. As long as the insured person is 75 years old or below, they are eligible to purchase Allianz travel insurance. Our coverage on medical expense, accidental death and permanent disability are the same as adult plan, without and reductions due to age.

12. What countries are covered under Annual Travel Insurance policy?

Our travel insurance plan strives to cover as many destinations as possible. However, some countries which are known to be at elevated risk or sanctioned are excluded. 

Excluded countries: Iran, Syria, Cuba, North Korea and Sudan. The list is subject to change according to local government regulations.

Please contact us and check the Outbound Travel Alert information to ensure the destinations are covered. 

Coverage

13. Am I covered for ski sport activity? 

Participating in skiing activities provided by recognized local ski resorts in tourist destinations, and skiing activities conducted under the guidance and supervision of qualified instructors is normally covered.

14. Is Rental Vehicle Excess covered? 

We shall reimburse the Insured Person up to the Sum Insured as stated in the Schedule of Benefits for the Insured Person if the Insured Person rents or hires a Rental Vehicle in the course of the Journey which is involved in a collision whilst under the control of the Insured Person or such vehicle is stolen or damaged and the rental agreement includes an excess (or deductible or similar condition). The Insured Person must take relevant comprehensive motor vehicle insurance provided by the rental organization against loss or damage to the Rental Vehicle during the rental period.

15. Are Baggage and Personal Effects covered?

We will pay the Insured Person up to the Sum Insured as stated in the Schedule of Benefits if Your Baggage and Personal Effects are stolen, accidentally damaged, or are permanently lost during the Journey. 

16. Is there any exclusion for the policy?

Please see the below list of major exclusions which may assist you in deciding if this policy is right for you:

• Any Pre-Existing Condition
• Pandemics or Epidemics
• Pregnancy or childbirth, and any Injury or Sickness associated with pregnancy or childbirth
• Suicide or attempted suicide or intentional self-Injury, or self exposure to needless peril
• AIDs
• Expeditions, manual work, missionary or humanitarian travel
• Extreme Sport or Sport Activities or competing in sporting competitions
• Mountaineering or Trekking above 3,000 meters
• Professional Sports
• Any loss which occurs in connection with the effects of alcohol or drugs
• Bankruptcy of Common Carrier
• Any losses incurred in sanctioned countries
• Any travel to countries which are known to be at elevated risk
• Any prohibition or regulations by any government;

For a comprehensive list of exclusions please check the Policy Wording for full terms and conditions.

Claims

17. Is my mobile device i.e. mobile phone covered if it is stolen or damaged because of robbery or burglary during the Journey?

Allianz Travel Insurance will pay the insured person up to the sum insured as stated in the Schedule of Benefits if mobile device is stolen or damaged because of robbery or burglary during the Journey. Only loss reported to the police within twenty-four (24) hours from the occurrence of the incident and such police report is obtained at the place of loss will be considered.

18. Are my travel documents covered if it is lost during the Journey?

In the event that the insured person loses his/ her travel documents during the journey as a direct result of robbery, burglary or theft, Allianz Travel Insurance will reimburse the insured person up to the sum insured as stated in the Schedule of Benefits for the replacement cost for travel documents, including necessary and reasonable travel and accommodation costs. . Only loss reported to the police within twenty-four (24) hours from the occurrence of the incident and such. Both the temporary and permanent versions of the same travel document. In the event of such loss, an Insured Person may claim either one (1) version but not both.

19. Is there time of notice of travel insurance claim?

Written notice of loss on which a claim may be based must be given to the Company within 30 days after the date of the incident causing such loss and in the event of accidental death, immediate notice thereof must be given to us.

20. Does Cancellation of Journey extend to air miles? 

As part of the loss of travel fare on common carrier and Allianz Travel Insurance shall reimburse the value of frequent flyer points, air miles or loyalty card points lost by insured person as a result of cancelling the services paid for with those points, air miles which is not recoverable from any other source. 

21. Am I covered for Oversea Medical & follow up Medical expenses? 

The Insured Person sustains an Injury or Sickness during the Journey and as a result the Insured Person incurs medical expenses for treatment (at least once) of the said Injury or Sickness prior to his/her return to Hong Kong, we shall reimburse the Insured Person up to the Sum Insured stated in the Schedule of Benefits for that portion of the medical expenses. 

In the event that the Insured Person, following his/her return to Hong Kong, requires follow-up medical treatment for the Injury or Sickness (i.e. in addition to the treatment for the Injury or Sickness received prior to the Insured Person’s return), then we shall also reimburse the Insured Person up to the limit stated in the Schedule of Benefits for that portion of the follow-up medical expenses which 

i) are incurred within 3 months of the Insured Person’s return to Hong Kong and 
ii) constitute Usual, Reasonable and Customary Medically Necessary Expenses charged by a Qualified Medical Practitioner. 

22. If I feel unwell while traveling abroad but do not consult a doctor until I return to Hong Kong, will I still be covered?

The insured person must consult a doctor during their trip abroad in order to claim for overseas medical expenses after returning to Hong Kong. If medical attention is not sought during the trip abroad, there will be no medical compensation coverage upon return to Hong Kong.

Natural Disaster and Severe Weather-related 

Before departure:

23. Before the trip start, if the flight is cancelled due to a natural disaster or severe weather, can I apply for trip cancellation?

Within the period of thirty (30) days before the departure of the journey, if the flight is cancelled due to the impact of a natural disaster or severe weather, and the airline company has no available alternative flight arrangement within twenty-four (24) consecutive hours, resulting in the cancellation of the insured journey, you can claim for cancellation benefit.

24. Before the trip start, if the flight is cancelled due to a natural disaster or severe weather and the flight departs later than the scheduled date, is it possible to make a claim?

If your flight is cancelled on the day of departure and is delayed for more than 6 hours, you can claim for travel delay. The compensation amount will be calculated based on the duration of the delay. Subject to actual circumstances and airline arrangements, you can claim for the surcharge of ticket changes or the difference in ticket prices of other airlines of the same type of cabin and non-refundable unused hotel fees.

25. Before the trip start, if the flight is cancelled due to the impact of a natural disaster or severe weather and rescheduled to depart on an earlier date, is it possible to make a claim?

You can claim for the surcharge of ticket changes or the difference in air ticket prices of the same type of cabin, but does not cover the cost of additional hotel bookings.

26. Before the trip departs, if the flight is cancelled due to a natural disaster or severe weather, can I apply for flight delay and trip cancellation at the same time?

No. For delays or cancellations caused by the same reason, you can only choose one type of claim based on the actual situation.

27. If the flight is cancelled due to a natural disaster or severe weather, and part of the itinerary is cancelled with the departure being later than the original date, will the other protection benefits in the policy be postponed? Can a new policy be purchased for the excess? (e.g. the original trip period is from 1 Sep to 10 Sep, the revised trip period is from 3 Sep to 12 Sep)

You can purchase another policy covering the additional date(s) (e.g. 11 to 12 Sep).

Return to Hong Kong

28. If the return flight to Hong Kong is cancelled, can I claim compensation for the flight delay?

If the return flight is cancelled, causing a delay in returning to Hong Kong, you can apply for a travel delay claim. The compensation amount will be calculated based on the duration of the delay.

29. My return flight to Hong Kong is cancelled. Can I claim compensation for apply for an itinerary change?

If the return flight is cancelled, resulting in a delay in returning to Hong Kong and incurring additional reasonable and necessary transportation or accommodation expenses, you can apply for compensation for a change of itinerary. For delays or changes caused by the same reason, you can only choose one of the two compensations.

“Journey Re-Route” means in the event that a Journey has to be re - routed because of an unanticipated occurrence during the Period of Insurance of Natural Disaster or Severe Weather at the scheduled destination, which prevents the Insured Person from continuing his/her scheduled Journey, the Company will reimburse the reasonable and necessary additional travel fare and/ or accommodation incurred by an Insured Person to enable him or her to arrive at their scheduled destination, up to the Sum Insured stated in the Schedule of Benefits.

30. If the itinerary changes due to force majeure, will other protection benefits in the policy be postponed?

Yes. It can be extended for up to ten (10) consecutive days for free.