Travel Convenience (Travel Ease)

Product Details and Claims Submission Procedure

This account is serviced by our Assistance Company “Swan International Assistance”

Swan International Assistance was founded in 1999, offering worldwide medical and security assistance services, claims, network and cost containment services to domestic and international clients.

Swan focuses on providing humanitarian medical assistance to beneficiaries locally and globally by assisting international partners with their members’ needs anywhere in the world through a state-of-the-art call center staffed by medical professionals and experts in medical and security assistance, operating 24 hours a day, every day.

More Than 20,000,000 Adherents and Travelers

More Than 450,000 Medical and Assistance Cases Per Year

Yearly Average of More Than USD 60,000,000 Amount of Claims

Product Overview

  • Loss of Passport / Travel Documents up to USD 250
  • Personal Money up to USD 150
  • Credit Card Fraud up to USD 150
  • Loss of checked-In Luggage, per bag 200, Max 400
  • Missed Flight Connection up to USD 150

How to Submit Claims?

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 to notify the claim stating the Benefits required:

Available 24 Hrs. / 7 days

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:

  1. Contact Swan International Assistance to obtain a “CASE NUMBER”.
  2. 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
  3. 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 REQUIRED DOCUMENTS

GENERAL DOCUMENTS (APPLICABLE FOR ALL)

  • Policy Certificate/Visa Application
  • VFS Visa Application Receipt
  • Premium Service Invoice

LOSS OF PASSPORT ABROAD

  • Travel Tickets
  • Police Report
  • Invoices / Receipts of expenses incurred to reissue new or temporary passport
  • Other documents requested by the assistance company

LOSS OF TRAVEL DOCUMENTS ABROAD

  • Travel Tickets
  • Police Report
  • Other documents requested by the assistance company

LOSS OF PERSONAL MONEY ABROAD

  • Travel Tickets
  • Police Report
  • Other documents requested by the assistance company

LOSS Of CREDIT CARD ABROAD

  • Travel Tickets
  • Bank Statement
  • Police Report
  • Letter from the bank company confirming card termination
  • Other documents requested by the assistance company

LOSS OF CHECKED-IN LUGGAGE

  • Boarding Pass
  • Airline Property Irregularity Report (PIR)
  • Detailed List of Lost Items
  • Proof of Purchase for Items in Lost Luggage
  • Other documents requested by the assistance company

MISSED FLIGHT CONNECTION

  • Travel Tickets
  • Letter from the airlines
  • Invoices / Receipts of expenses incurred
  • Other documents requested by the assistance company
  • Terms & Conditions: Travel Convenience is subject to the terms and conditions of Swan Assistance.
  • Service Clarification: Travel Convenience is a complimentary service provided by a third party and is not linked to visa processing.

GENERAL & SPECIFIC POLICY CONDITIONS

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.

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.

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.

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:

  1. Report the loss or theft to the police within 24 hours of discovering it.
  2. Get a written police report within 24 hours of reporting it, or as soon as reasonably possible afterwards.
  3. Present a valid confirmation of the amount of the Insured’s personal luggage &/or money, including any foreign currency he/she are claiming for.
  4. 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:

  1. Unattended money.
  2. 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.
  3. Personal money left in a motor vehicle.
  4. Personal money left in checked-in luggage.
  5. Personal money left in a tent.
  6. Any personal money confiscated, detained or delayed by Customs or other officials.
  7. 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.

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 cards abroad:

  1. Unattended credit card(s).
  2. 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.
  3. Credit card(s) left in a motor vehicle.
  4. Credit card(s) left in checked-in luggage.
  5. Credit card(s) left in a tent.
  6. 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.

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.

 

Note: Visa rejection benefit will only be triggered once under the same policy.

The Assistance Company will reimburse the insured person up to the maximum amount shown on the policy schedule, subject to any excess, for the reasonable, necessary and additional expenses for replacement of flight ticket, in the event the insured person unforeseeably and through no fault of his/her own is delayed by the public common carrier during the insured trip to reach one connecting flight as specified in the insured person’s original itinerary. Therefore, causing the insured person to miss the connecting flight to reach the final destination as specified in the insured person’s original itinerary.

Subject to the following provisions and limitations:

  1. Means of transportation or flight ticket has been booked and paid for at least twenty-four (24) hours before scheduled departure and not before the insurance period.
  2. The insured person can only claim for either departure or arrival delay of the same public common carrier.

 

Subject to the following exclusions:

  1. Any circumstances leading to the relevant delay of the connecting flight during the insured trip which is existing, expected to, or announced before the insured trip was booked.
  2. Any loss arising from late arrival of the insured person at the connecting airport or port (i.e. arrival at a time later than the time required for check-in or booking-in except for the late arrival due to strike by the employees of the public common carrier).
  3. Any loss in relation to alternations to schedules that is not verified by the airline, travel agency or other relevant organizations.
  4. Any loss or circumstances covered by any other insurance scheme, government programme or which will be paid or refunded by travel agency, tour operator, public common carrier or other provider.
  5. The delay is caused by the coach, train, ship or aircraft being ordered by a port authority or the civil aviation authority or similar organization to stop your insured trip.
  6. The insured person declines an alternative service to be provided by the public common carrier.
  7. Any loss not substantiated by written confirmation from the public common carrier on the reason for such delay along with the relevant receipts.
  8. Connecting flight waiting time in connecting airport is less than three (3) hours.

  • 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:

  1. 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.
  2. 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.
  3. Events arising from terrorism, mutiny or crowd disturbances.
  4. Wars, with or without prior declaration, and any conflicts or international interventions using force or duress or military operations of whatever type.
  5. Those caused by or resulting from radioactive materials and nuclear energy.
  6. Those caused when the Insured takes part in bets, challenges or brawls, save in the case of legitimate defence or necessity.
  7. Consequential loss of any kind.

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

  1. 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.
  2. Assistance or compensation for events that occurred during a trip that had commenced or before this insurance comes into force.
  3. 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.
  4. Personal comfort and convenience items (television, barber or beauty Service, guest Service and similar incidental Services and supplies).
  5. Policies not declared to Swan International Assistance within the agreed intervals.
  6. Expenses and contingencies which are directly or indirectly caused by known epidemics or/ and under the control of public authorities.
  7. Claims not submitted within a maximum of 30 days from the date of occurrence.
  8. Your failure to obtain any recommended vaccines, inoculations or medications prior to your trip.

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