FAQ
Frequently Asked Questions

General enquiries: service-reise@allianz.com Our postal address is: AWP P&C International S.A. Branch Office Germany Bahnhofstr. 16 D-85609 Aschheim (near Munich)

Although your household contents policy covers damage and loss caused by robbery and burglary, a Luggage Insurance policy also covers simple theft. If your handbag or suitcase, for example, is stolen from your hotel room while you are on holiday, the luggage policy will cover you. Household insurance does not deem this to be an insured event. In addition, the luggage policy also covers theft of luggage from your car subject to certain conditions.

Tip:

Make a list of all the items you take on your trip, and make a realistic calculation of current value of all your luggage to determine the amount of cover you require. So, you'll be well prepared if you suffer a loss event.

We offer an attractive group rate for 8 people or more. It does not matter whether the group is an association or made up of individuals. Everyone simply has to be listed on the same policy.

No. All of our couple and family rates apply for up to two adults and children till their 21st birthday and younger, independently from any shared permanent residence.

A couple or family rate is valid for up to two adults (regardless of family relationship and shared permanent residence) and children until their 21st birthday. Any number of your own children can be co-insured, and up to a maximum of six other children can also be covered. All insured persons must be listed by name on the insurance certificate.

We consider security to be paramount. The online arrangement of insurance is as well protected as your actual travel. We do not pass on your personal details or your email address to any third parties. Why not take this opportunity to learn about data protection at Allianz Travel? 

Your insurance policy will be renewed for one year at a time, unless it is cancelled at least one month prior to the end of the insurance year. You can cancel your annual travel insurance on our claims portal or using the Chat tool and choosing "Contract amendments".

Insured luggage includes all your personal luggage. Personal property that you take with you on your trip or that you buy during your trip.

The deductible is the amount that the insured parties have to personally pay in case of an insured event. The deductible applies to each insured event.

Persons at risk are those people who, in addition to the insured persons, can cause an insured event and bring about a travel cancellation or curtailment.

Insured persons are those people for whom the travel insurance was arranged, i.e. the people named on the policy.

You or your travel companion will get diseased at a stage (including a diagnosis of an epidemic or pandemic disease such as COVID-19) that you are forced to cancel your trip. A doctor advises you or your travel companion to cancel your trip before the trip cancellation.

You can arrange international health insurance and all other travel cover, but not any Travel Cancellation Insurance, up until the day you travel.

The sum insured for annual insurance applies to each individual trip. This also applies if the insured persons do not travel together but separately. In this case each of the different trips is covered up to the agreed sum insured. Annual insurance covers any number of trips worldwide within the insured year.

The Europe rate applies in all European countries, the Mediterranean coastal states (e.g. Egypt, Tunisia, Morocco), the Canary Islands, the Azores and Madeira, as well as Russia. A list of countries considered to be within Europe under our Terms and Conditions of Insurance can be found in our Definition of Europe.

Restrictions apply to certain items, such as vehicles, hearing aids, or wheelchairs. The restrictions depend on the insurance cover you arrange. The exact rules and details information can be found in the General Terms and Conditions of Insurance.

Travel Cancellation Insurance should be arranged when the trip is booked (date of booking confirmation), though it can be arranged later up to 30 days before the commencement of travel. Where trips are booked within 29 days of commencing the travel, the insurance cover must be arranged immediately and within the next three days at the latest.

You can arrange international health insurance and all other travel cover, but not any Travel Cancellation Insurance, up until the day you travel.

Foreign citizens should arrange our Incoming health cover package before travelling to Germany. The policy must be arranged no later than 2 days after the inbound journey, and the maximum period of insurance is 93 days.

Please enter the name of one of the drivers. Other drivers included in the rental agreement, are automatically co-insured. The cover under the CDW Insurance applies to all drivers named on the rental agreement. 

We offer the following payment options if you arrange your insurance online:

• Direct debit
• Credit card

A policy for a single trip is valid basically until the end of that trip.

A policy with a period of one year is valid for all trips taken within the 12 months covered. Your insurance policy will be renewed for one year at a time, unless it is cancelled at least one month prior to the end of the insurance year. You can cancel your annual travel insurance on our claims portal or using the Chat tool and choosing "Contract amendments".

That depends on what you want to secure. Credit Cards often only contain "partial coverage", so that medical return transport can be included, but not international health insurance or vice versa.

Travel protection often only applies if the trip was paid by credit card. You should also check whether the insurance only applies to the cardholder or whether fellow travelers are also insured.

No, your Travel Cancellation Insurance does not apply if your trip is cancelled by the accommodation provider or organiser. If this happens, please contact the organiser or the hotel directly.

The sum insured is always equivalent to the insured cost of travel, i.e. the amount you state as the cost of travel when you arrange the policy.

Often, the travel cover applies only if the trip has been paid for using the credit card. You should also check whether the cover is provided for the card holder only, or also for those that accompany them.

In case of a loss or damage event, the maximum amount reimbursed is the sum insured. If the travel price is higher than the sum insured, the loss will only be reimbursed to the sum insured.

If your flight is cancelled, please contact the airline, tour operator or travel provider.

In principle, yes. In case of an insured event, please send us proof of your no-show. You can obtain this from your airline or booking agent.

If several travel elements are arranged together (e.g. flight, accommodation and camper van), the premium is generally calculated based on the total cost of the travel. If the cost of travel changes after you have arranged your policy, the cover can be adjusted. Please feel free to contact us using the "Cancellation" function in the Chat tool.

If your flight is cancelled, please contact the airline, tour operator or travel provider.

Travel Cancellation Insurance should be arranged when the trip is booked (date of booking confirmation), though it can be arranged later up to 30 days before the commencement of travel. Where trips are booked within 29 days of commencing the travel, the insurance cover must be arranged immediately and within the next three days at the latest.

Call our hotline immediately (+49 89 62424-245). Our specialists will provide you with the names of hospitals or doctors in your vicinity, and organise payment and return transport if necessary. Our team of experts is available 24/7, 365 days a year.

Our international health insurance packages include "renewed liability". This means the costs incurred beyond the end date of the trip are covered up until the day you are fit to be transported.

Under our health insurance packages, there is no limit to the sum insured and you do not pay any deductible.

All international health insurance packages from Allianz Travel will pay the costs of medically advisable return transport.

Return transport is medically advisable not only if treatment at the holiday destination is not possible, but also if further treatment in your home country is deemed by doctors as conducive to your recovery. This decision will be taken by the doctors at our internal assistance hotline in consultation with the local doctors.

In contrast, often only "medically necessary return transport" is covered. However, return transport to a home country is medically necessary only if the condition could not be treated locally or a lack of medical assistance would occur. However, this is only the case in very few parts of the world.

In the event of your death, or if you are hospitalized for more than 24 hours, and your travel companion is a minor or dependent on your full-time care, the following applies. We will arrange and pay for your travel companion's transportation to your primary residence or location of your choice in the country your place of residence.

The Incoming-Krankenschutz (incoming health cover) policies is valid in all member states of the Schengen Agreement, as well as Andorra, Bulgaria, Croatia, Romania, San Marino, Vatican City and Cyprus.

Allianz Travel's Incoming-Krankenschutz (incoming health cover) is valid in the following countries:

Andorra
Belgium
Bulgaria
Denmark
Germany
Estonia
France
Finland
Greece
Italy
Iceland
Croatia
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Monaco
The Netherlands
Norway
Austria
Poland
Portugal
Romania
San Marino
Sweden
Switzerland
Slovakia
Slovenia
Spain
Czech Republic
Hungary
Vatican City
Cyprus

All visitors should arrange the Incoming-Krankenschutz (incoming health cover) policy ahead of their inbound journey. Cover must be arranged no later than 2 days after the inbound journey. 

The cover lasts for the agreed term. The maximum insurance term is 93 days.

Yes, it can be renewed under the following conditions:

•           During the prior insurance period, no insured event/loss has occurred and the insured person(s) is/are currently healthy.

•           The application to extend the cover must be submitted and the insurance policy arranged before the end of the prior insurance period.

•           The insurance term can amount up to a maximum of 93 days in total.

The cover can be renewed only if all the conditions are met. If Allianz Travel consents to the extension, the regular premiums shall apply. The application to extend the policy can be found  here (PDF). Please send the completed application to service-reise@allianz.com. 

Yes. If you cannot travel because, for example, you have failed to obtain a visa, the policy can be cancelled and the premium will be reimbursed. This can also be done after the insurance starts.

We need proof from the visa office that your application was denied. Please send your cancellation request along with the relevant proof to service-reise@allianz.com.

You can cancel before the insurance period commences, without providing any proof.

If your inbound journey is postponed, the start of the Incoming Health Insurance cover can also be postponed.

We require proof, such as in the form of your passport with entry stamp or your flight ticket, for example. Please send your change request along with the relevant proof to service-reise@allianz.com.

You can change the date before the start of the insurance period, without providing any proof.

You will receive proof of your Incoming insurance cover with your policy. If you have any questions, please contact service-reise@allianz.com.

If something has happened, you can report an insurance claim to us quickly and around the clock via our new portal and upload the necessary documents directly. That saves time and post costs. You can also view information on the processing status at any time and add information or documents.

Copies will generally suffice. Please note that we are entitled, in certain cases, to request the originals from you. You should therefore keep these in a safe place.

That all depends on the damage event. To ensure your claim is processed smoothly, proof of insurance (i.e. the policy), original copies of all invoices and a brief description of the incident must always be submitted. Further documents may be requested, depending on your destination country or the severity of the damage event.

The travel can only be cancelled by the person who made the booking. To keep cancellation costs to a minimum, the travel must be cancelled with the booking agent within 48 hours. If the travel is cancelled at a later date and higher cancellation costs are incurred as a result, we will reduce the reimbursement.

Your doctor will issue this certificate. The medical certificate can be submitted on our claims portal also after the insured event has been reported.

The person who falls ill before the commencement of travel must cancel it within 48 hours. If you and your doctor are unable to judge whether you can take the trip, please contact our cancellation advice desk:  +49.89.6 24 24-245. 

To get quick assistance locally, please call our emergency hotline: +49 89 62424-245

Our doctors and specialists are available around the clock, 365 days a year.

We will cover your treatment costs until the local doctor, in consultation with our emergency hotline,  decides that you can make the return journey.

Every incident has to be reported to Allianz Travel withing 48 hours. More details about reporting claims can be found via the "Claims" button of the Chat tool or under "file a claim".