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Frequently Asked Questions (FAQs)

Welcome to the Allianz Global Assistance Insurance FAQ section!

Here, we provide you with essential information about travel insurance.

Below, you will find answers to frequently asked questions, from the benefits of travel insurance to the claims process.

General Info

Why do I need a travel Insurance?

Travel insurance exists to protect you from certain financial risks and losses that can occur while traveling.

Trip cancellation and interruption benefits can reimburse you for non-refundable, pre-paid trip costs (up to the amount of your policy limits) should your trip be cancelled or interrupted for a covered reason.

Depending on the travel insurance you purchase, insurance can also provide you with crucial assistance in a medical emergency; reimburse you for losses caused by a covered travel delay, baggage delay or baggage loss/damage; and help in other situations as well (listed in the Terms and Conditions).

What is included under non-refundable costs?

Non-refundable costs may include pre-paid trip deposits/payments related to purchased services that would be lost if you had to cancel prior to trip departure for a covered reason.

Who can buy this insurance?

This travel insurance policy is designed for you if you are an individual who travel to any destinations (except destinations excluded by the insurance policy) and if you wish to be protected against potential unforeseen events beyond your control, which could occur before or during your trip.

To be eligible for the insurance, you must be a resident of Greece/Cyprus.

This insurance policy is not suitable for you if:

- You participate in certain extreme sports activities or sports competitions during your trip

- You wish to cover multiple trips within the year

- Your trip has already started

- Your trip takes place in a country excluded by the insurance policy

- You already have another insurance policy that provides the same cover.

What do travel insurance policies cover?

Depending on the travel insurance you purchase, your policy can provide benefits for a number of situations that may occur before or during your trip. These benefits may include:

- Trip Cancellation

- Trip Interruption

- Emergency Medical Transportation

- Emergency Medical Expenses

- Damaged / Lost / Stolen / Delayed Baggage

Note: Not all policies include each benefit listed here. Please see the related Terms & Conditions.

Who is covered by my travel insurance policy?

The travel insurance policy only covers people who are named as being insured on the certificate of insurance.

Family members and/or travel companions are not covered unless they’re named in the certificate of insurance.

How can I buy the travel insurance?

You can book your travel insurance policy online following simple steps on our page once you have choosen your travel insurance program www.mondial-assistance.gr or Contact Customer Service/ Sales (Monday to Friday: 09. 00'-20.30') via email at globy@mondial-assistance.gr or phone at: (+30) 211 109 97 93.

How can I cancel my travel insurance policy?

You can submit a policy cancellation request via email at travel@allianz-assistance.gr .

You will be issued a refund if you cancel within the policy cancellation period shown in your confirmation email, provided no claim has been made and your trip has not started.

Where can I find my policy number?

The insurance policy number is shown in the confirmation e-mail you have received and in the certificate of insurance provided to you after purchasing your insurance.

How do I know what my cover limits are?

Please refer to the cover summary in your travel insurance policy Terms & Conditions, which are provided with your confirmation email. You will find all the details of your policy, including benefits, coverage limits, covered reasons and exclusions.

Specific questions about covers

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I no longer want to travel. Can I get reimbursed for the cost of my flight ticket?

No, travel insurance does not provide cover for changing your mind about travelling.

My booking is cancelled by the travel provider, can I get my trip cost reimbursed?

No, travel insurance does not cover cancellation by the travel provider. Only cancellations made by you, as a result of a covered reason, are considered under your travel insurance.

To obtain a refund in case of cancellation by the hotel, we suggest you to contact the travel provider customer service directly.

I have a pre-existing medical condition that prevents me from travelling. Can I cancel and get reimbursed for the cost of my trip?

Reimbursement for cancellation due to a pre-existing medical condition varies according to your country of residence and the status of the medical condition at the time you purchased your travel insurance.

Please refer to the policy Terms & Conditions.

Baggage cover

My baggage got damaged, lost or stolen during the trip : what am I covered for?

If your baggage is lost, damaged, or stolen while you are on your trip, you will be reimbursed for the cost to repair or to replace it.

You can view the detailed conditions and exclusions in the policy Terms & Conditions.

My baggage is delayed, what am I covered for?

If your baggage is delayed by the airline, you will get reimbursed for the expenses incurred for the purchasing essential items until baggage arrives.

There is a minimum delay period before you become eligible for reimbursement, please refer to the policy Terms & Conditions for full details.

This cover is complementary to any refund or reimbursement you may get from the airline.

Emergency Medical cover

Does the insurance cover medical expenses abroad?

The Emergency Medical coverage allows you to:

- Be reimbursed for the unforeseen emergency medical expenses that you may incur during your trip abroad, such as a visit to a local doctor for a minor health issue (gastroenteritis, sore throat...), medical tests and/or medication prescribed by a local doctor (blood tests, radiology exams...), emergency dental expenses, for example, to treat a severe toothache.

- Benefit from the payment of hospital expenses, if you need to be admitted to a hospital as an inpatient following an accident or serious health problem (hospitalisation costs, surgery, examinations...).

- Benefit from the payment of the medically necessary transport to the nearest hospital or appropriate medical facility, as well as medical repatriation to your home following a covered illness or injury.

Can I request to be repatriated to my country of residence in case of health issues during my trip?

All decisions about your repatriation must be made by medical professionals.

If you become seriously ill or injured or develop a medical condition, you or someone on your behalf must contact our Allianz Partners medical assistance service, and we must make all transport arrangements in advance.

If we did not authorise nor arrange the transport, we will only pay up to what we would have paid if we had made the arrangements and will not be responsible for any transport arrangements that we did not authorise or arrange.

Please be aware that:

- A sprain or a cold will not be sufficient to justify medical evacuation or repatriation.

- Transport will only be possible if your condition is stable and/or if you are medically able to be transported.

How do I contact Allianz Global Assistance medical assistance service?

Our Allianz Global Assistance medical assistance service is available 24/7 at (+30) 211 10 98 098 .

You can also contact us at medical@allianz-assistance.gr

Exclusions

Are there any exclusions to my insurance policy?

Yes, there are exclusions in travel insurance policies.

These are specific situations or circumstances where the insurance cover does not apply.

Some common exclusions may include high-risk activities such as extreme sports, acts of war or terrorism.

The list of general exclusions and exclusions specific to each cover are all featured in the policy Terms & Conditions.

File a claim

How do I make a claim?

The quickest and easiest way to file a claim is to visit the website at https://www.allianz-assistance.gr/en_GR/help-and-advice/file-a-claim.html. To get started, you'll need your email address or policy number, as well as your departure date and policy purchase date.

You can also contact us at medical@allianz-assistance.gr or (+30) 211 10 98 098.

Documentation to support your claim is required before we can review your claim. Once you have submitted your claim, you will receive a confirmation email.

How do I check the status of a claim?

For the quickest service, check the status of your claim by sending email at medical@allianz-assistance.gr .

Where can I find my policy number?

The insurance policy number is shown in the confirmation e-mail you have recieved and in the certificate of insurance provided to you after purchasing your insurance.

Why do I need to submit documentation?

Supporting documentation enables us to verify your claim, and it is required in order for us to start the assessment process.

The documentation required depends on your claim type and reason.

It may include receipts, communications and invoices from your travel suppliers, medical certificates, police reports, photos, etc.

Why was my claim denied?

Some common reasons for claim denials are for example:

- Your claim reason does not meet the requirements stated in the policy

- Your claim reason is listed under "General Exclusions" in the policy

It's important to read the policy Terms & Conditions before you travel or make a claim to understand what is and is not covered.