Travel Smart - How to Submit A Claim

COVERAGE: TRAVEL SMART

BENEFITS & LIMITS (USD)

• Loss of passport / Travel Documents: 250
• Personal Money: 150
• Credit Card Fraud: 150
• Loss of Checked-in Luggage: 200 Per Bag, Max up to 400
• Hotel and Ticket Cancellation Protection: 2,000

Note: Policies issued during the duration of this agreement shall be valid until their full coverage duration.

GENERAL & SPECIFIC POLICY CONDITIONS

LOSS OF PASSPORT ABROAD

In the case of loss, theft or unintentional destruction of the Beneficiary party’s passport while abroad; The Assistance Company will take charge of the expenses of the displacements necessary for obtaining a new passport or equivalent consular document.

LOSS OF TRAVEL DOCUMENTS ABROAD

In the event of the loss, theft or unintentional destruction of the Insured’s travel documents during his/her journey, Company shall refund the Insured Person for the cost of reissuance of travel documents up to amount mentioned in the schedule of benefits per Insured person.

LOSS OF PERSONAL MONEY ABROAD

In the case of loss or theft of the Insured party’s money while abroad, The Assistance Company will pay up to amount mentioned in the schedule of benefits per Insured person.

CONDITIONS AND LIMITATIONS APPLICABLE TO PERSONAL MONEY:

To claim for the loss or theft of personal luggage &/or money, the Insured must:

• Report the loss or theft to the police within 24 hours of discovering it.
• Get a written police report within 24 hours of reporting it, or as soon as reasonably possible afterwards.
• Present a valid confirmation of the amount of the Insured’s personal luggage &/or money, including any foreign currency he/she are claiming for.
• Always take reasonable care of their own personal luggage &/or money to keep it safe and take all reasonable steps to recover personal money that is lost or stolen.

EXCLUSIONS APPLICABLE TO PERSONAL LUGGAGE &/OR MONEY:

• Unattended money.
• Personal money not carried with the Insured and which was not locked in the Insured’s personal accommodation or stored in a locked safety deposit box or locked safe if the Insured’s accommodation has a locked safety deposit box or locked safe.
• Personal money left in a motor vehicle.
• Personal money left in checked-in luggage.
• Personal money left in a tent.
• Any personal money confiscated, detained or delayed by Customs or other officials.
• Any claim for personal money as a result of changes in exchange rates or mistakes.
• Any loss or damage that that has been or will be reimbursed by any carrier, hotel, travel agent or any other party responsible for the loss or damage.

LOSS OF CREDIT CARD ABROAD

If an Insured Person suffers financial loss as a direct result of the fraudulent use of his/her personal credit card(s) following its loss arising out of robbery, burglary or theft while the Insured Person is outside the Usual Country of Residence during the Journey the Assistance Company shall pay for such unauthorized transactions incurring during a maximum of the first 24 hours of the loss of the card up to the limits indicated.

The loss must be reported to the credit card issuer within six (6) hours of the robbery, burglary or theft, otherwise no benefit will be payable under this Section. A claim must be accompanied by a report issued by the credit card issuer evidencing the amount of loss provided that reasonable care of their own credit card was taken to keep it safe as well as all reasonable steps to recover credit card that is lost or stolen.

EXCLUSIONS APPLICABLE TO LOSS OF CREDIT CARD ABROAD:

• Unattended credit card(s).
• Credit card(s) not carried with the Insured and which was not locked in the Insured’s personal accommodation or stored in a locked safety deposit box or locked safe if the Insured’s accommodation has a locked safety deposit box or locked safe.
• Credit card(s) left in a motor vehicle.
• Credit card(s) left in checked-in luggage.
• Credit card(s) left in a tent.
• Any loss or damage that that has been or will be reimbursed by any carrier, hotel, travel agent or any other party responsible for the loss or damage.
• Losses incurred after 24 hours of reporting the credit card lost as the bank must block the card.

LOSS OF CHECKED-IN LUGGAGE

The Assistance Company will supplement the compensation for which the carrier is liable up to a limit of (as the Schedule of Benefit) as a sum of both compensation payments, for the collection of baggage and possessions checked in by each Insured, in the event of loss during the carriage by air performed by the carrier company, for the purpose of which the Insured shall furnish a list of the contents including the estimated price and date of purchase of each item (similar to the list of content submitted to the airlines).

As well as the settlement of the compensation payment by the carrier. Compensation payment for loss will be calculated according to the procedures recommended by international carriage by air organizations.

The minimum period that must elapse for the baggage to be deemed lost will be that stipulated by the carrier company, with a minimum of 21 days.

Money, jewelry, debit and credit cards, and any type of document are excluded from this guarantee.

HOTEL AND TICKET CANCELLATION PROTECTION

The Assistance Company shall indemnify the Insured Person in respect of all irrecoverable deposits, advance payments and non-refundable charges paid for pre-booked travel tickets and/or accommodation, up to the limit stated in the Schedule of Benefits due to Visa Rejection only, provided that:

• The visa application was submitted after the Policy Issue Date.
• The visa application was submitted within the officially recommended processing timeline of the respective consulate or embassy.
• The visa is formally rejected in writing by the issuing embassy or consulate.
• The rejection is for reasons beyond the control of the Insured Person.
• The travel and accommodation bookings were made prior to the visa decision and are non-refundable.
• Claims shall be payable strictly on an indemnity basis and only where no recovery is available from the airline, accommodation provider, travel agent, or any other source.

EXCLUSIONS APPLICABLE TO HOTEL AND TICKET CANCELATION

The Assistance Company shall not be liable for claims arising from:

• Any visa application submitted prior to the Policy Issue Date.
• Failure to submit the visa application within the officially recommended processing timeline of the issuing authority.
• Travel having commenced prior to visa issuance.
• Rejected visa applications due to the requested visa period being unreasonable compared to the planned trip (Exclusion is mandatory, however, rephrased).
• Failure to attend a scheduled visa appointment.
• Past or ongoing criminal proceedings that contributed to visa refusal.
• Previous visa rejection for the same destination country within the preceding 12 months.
• Submission of incomplete, false, forged, or misleading documentation.
• Rejection due to passport invalidity, damage, or failure to meet passport validity requirements.
• Rejection due to insufficient financial means.
• Any circumstance known at the time of booking that could reasonably result in visa refusal.
• Costs recoverable from any third party or compensation scheme.
• Visa refusal arising from pandemics, government-imposed travel restrictions, or failure to comply with mandatory entry requirements.
• Any reason not explicitly covered under the Table of Benefits

GENERAL EXCLUSIONS

Loss, damage, Illness and/or Injury directly or indirectly caused by, arising out of, and/or during, and/or in consequence of the following are excluded from the guarantee/Cover granted under this Policy:

• The bad faith of the Insured, by his/her participation in criminal acts, or as a result of his/her fraudulent, seriously negligent or reckless actions including those actions of the Insured in a state of derangement or under psychiatric treatment costs for which are themselves excluded.
• Extraordinary natural phenomena such as floods, earthquakes, landslides, volcanic eruptions, atypical cyclonic storms, falling objects from space and aerolites, and in general any extraordinary atmospheric, meteorological, seismic or geological phenomenon any other type of natural disaster.
• Events arising from terrorism, mutiny or crowd disturbances.
• Wars, with or without prior declaration, and any conflicts or international interventions using force or duress or military operations of whatever type.
• Those caused by or resulting from radioactive materials and nuclear energy.
• Those caused when the Insured takes part in bets, challenges or brawls, save in the case of legitimate defense or necessity.
• Consequential loss of any kind.

In addition to the foregoing General Exclusions, the following Benefits are not Covered by this insurance:

• The Services arranged by the Insured on his/her own behalf, without prior communication or without the consent of Swan International Assistance - the Assistance Company, except in the case of an extreme emergency/urgent necessity. In that event, the Insured shall furnish the Assistance Company with the vouchers and original copies of the invoices.
• Assistance or compensation for events that occurred during a trip that had commenced or before this insurance comes into force.
• Expenses that arise once the Insured is at his/her Usual Country of Residence, those incurred beyond the scope of application of the guarantees of the insurance.
• Personal comfort and convenience items (television, barber or beauty Service, guest Service and similar incidental Services and supplies).
• Policies not declared to Swan International Assistance within the agreed intervals.
• Expenses and contingencies which are directly or indirectly caused by known epidemics or/ and under the control of public authorities.
• Claims not submitted within a maximum of 30 days from the date of occurrence.
• Your failure to obtain any recommended vaccines, inoculations or medications prior to your trip.

HOW TO REQUEST ASSISTANCE?

The Cedant will insert “clear indications” in the issued policies advising the “Insured” to contact The Assistance Company seeking the Covered Benefits and Services and avoid reimbursement procedures.

Since the appearance of an event that could be included in any of the guarantees described previously, the Beneficiary or any person acting in his place will necessarily contact, in the shortest possible time, in every case, the Alarm Centre (24 Hrs./7 days) mentioned below, which will be available to help any person.

In the event of any claim Covered under this policy, the liability of the Assistance Company shall be conditional on the Insured claiming indemnity or Benefit having complied with and continuing to comply with the terms of this Policy.

If a Benefit Covered by the policy or assistance is needed, the policy holder or insured shall:

• Take all reasonable precautions to minimize the loss.
• As soon as possible contact Swan International Assistance (available 24 Hrs. / 7 days) to notify the claim stating the Benefits required:

COUNTRY & CONTACT NUMBERS:

USA / Canada: +1 514 448 4417

France / Europe: +33 9 75 18 52 99

International: +961 9 211 662

Email: request@swanassistance.com

• Freely provide all relevant information.
• Make “NO” admission of liability or offer promise or payment of any kind.

In the cases where the Insured, only due to force majeure or any reason beyond his control cannot contact Swan International Assistance directly to request the Services or Benefits Covered by the policy, the Insured can seek for expenses reimbursement in writing as follows:

• Contact Swan International Assistance to obtain a “CASE NUMBER”.
• Send an explanation letter of the circumstances of why the “Services or Benefits” for which expenses are being claimed were not requested or obtained from Swan International Assistance directly.
• Send the official documents (such as Medical Report, Police Report or Notification of Loss or Theft, Airline Report of Delay, Cancellation, Lost Luggage, etc.) and original receipts of the expenses incurred.

Swan International Assistance is NOT liable in respect of any Benefit, which would otherwise be payable under this Policy, should there be another insurance in force Covering the same contingencies. Swan International Assistance, at its discretion will consider reimbursing any expenses, totally or partially, after an internal assessment and case study is done.

The amounts (if any) reimbursed, will not exceed under any circumstance the amounts the Assistance Company would have paid to provide the Services directly, if it was contacted in due time and manner by the Insured at the time the claim occurred.

CLAIMS DOCUMENTS

GENERAL DOCUMENTS (APPLICABLE FOR ALL)

1. Passport Copy
2. Visa Application

LOSS OF PASSPORT ABROAD

1. Travel Tickets
2. Police Report
3. Invoices / Receipts of expenses incurred to reissue new or temporary passport
4. Other documents requested by the assistance company

LOSS OF TRAVEL DOCUMENTS ABROAD

1. Travel Tickets
2. Police Report
3. Other documents requested by the assistance company

LOSS OF PERSONAL MONEY ABROAD

1. Travel Tickets
2. Police Report
3. Other documents requested by the assistance company

LOSS OF CREDIT CARD ABROAD

1. Travel Tickets
2. Bank Statement
3. Police Report
4. Letter from the bank company confirming card termination
5. Other documents requested by the assistance company

LOSS OF CHECKED-IN LUGGAGE

1. Travel Tickets.
2. Property Irregularity Report.
3. Official letter from the airline mentioning the lost luggage.
4. If there is any compensation from the airline.
5. Provide us with the receipt of purchased items in the lost luggage or detailed invoices.
6. Luggage tag.