Preguntas Frecuentes

Unforeseen events occur daily around the world. And it is very likely that such an event will surprise us in the middle of a trip, in a place that is unknown to us. In those moments we need the protection of Travel Assistance that gives us support, and not just medical insurance.

Here are some real situations that can happen to you at any time:

• The driver who takes you to the New York airport makes a bad maneuver and that results in the traveler missing the flight to Florida, where he would embark on a cruise? Fantastic if you have a Cruise plan from Assist 1 Travel Assistance, which provides tracking of the ship to the next port, making it possible for you not to lose your trip.
• A gastronomic experience in Turkey can be unforgettable, just like its consequences. If you are in a remote place, where there is no clinic in the vicinity, a travel assistance plan will transfer you to another place. In a comfortable helicopter, plane, or in the most appropriate means, heading to the excellently equipped hospital that is nearby. closer.
• A trip to be a friend's bridesmaid and the dress the traveler would wear is ready. in the suitcase that has been lost at the airport! There are travel assistance plans with compensation for baggage delay. Thus, you will be able to Go pretty to the hotel, until you retrieve your luggage.
• It is not always easy to drive in other countries, even more so when the car is rented and you are not driving. I am used to the automatic system… A bad maneuver causes a crash. Nothing serious, but with a Travel Assistance plan you will be able to stay. have legal assistance in the event of a conflict with third parties.
• Nice vacation on an island, fun at night, music and drinks… and in the morning you can't find your documents and bank cards! By having a good Travel Assistance plan, you will be able to pay for it. count on Transfer of funds for those cases.
• A wonderful trip through Europe with a group of friends and, coming to the end and having to return, with almost no money, the airline with which should travel informs that it is available. bankrupt… The Assist1 Travel Assistance plans include repatriation for these cases.
• They are about to enjoy a dream trip as a couple to the Caribbean, but at the last moment, an appendicitis surprises them with the need for emergency surgery . Our plans “Cancellation for any reason” They are ideal for these cases.

Traveling with travel assistance will have the ideal protection and care in unexpected situations.
At Assist1 Travel Assistance we make your life easier, transforming what could be dramas into funny anecdotes!

When we refer to Travel Assistance or Travel Insurance, people think they are the same thing. But this is not the case, since they are two totally different products.

Having travel insurance will be easier. It is the traveler who must seek the medical attention he needs by his own means. Generally, the need occurs in a destination where another language is spoken, making it difficult to choose the hospital and the specialists to resort to, within the list provided by the insurance.

In addition, the expenses caused by the situation will be borne by the traveler, attempting a refund only upon returning to their country of origin.

On the other hand, traveler assistance provides 24-hour service throughout the year and in the traveler's language, providing comprehensive coverage, both for medical and legal care, bonds , lost luggage, etc.

The assistance provider will be the one in charge of the decisions and of the expenses that the unforeseen event causes.

Despite the fact that insurance can help recover the expenses caused by the unforeseen event, travel assistance also provides the necessary support in the event of an accident.

For example, having an insurance policy for medical expenses in the event of an accident, the travel insurance will reimburse the cost. What the traveler has had to pay, but only up to the limit of what was contracted. And when only the traveler is abroad, he must leave. communicate with doctors and family, without any support or intermediary.

But a travel assistance company would be your first contact, being assisted in your language and having all kinds of help, not only medical, but also in communications, messages Relatives and, thinking of the worst (if the contracted plan contemplates it), the traveler will be able to leave. have a family member travel to accompany you or have a medical transfer to return to your country.

The difference between a travel insurance company and a travel assistance company is that the first has a network of insurers, while travel assistance has a network of hospitals, doctors and 24-hour care centers, being It is permanently available to the traveler.

The coverage of the travel assistance service begins exactly on the day the trip begins and ends when the total number of days contracted. It is very important that you contract the service until the day you return to your country of origin.

If a problem arises during your trip, such as a sudden health symptom, an accident, or the need for medical or legal attention, you have You will have to call the emergency numbers that are on your Voucher or identification card, if you have one. You can also find the number on our website. When you call, please have your certificate number as well as the address and phone number of where you are.

No. Assistance services must be contracted before starting the trip. The services are not valid in the country of residence and neither are they valid in the country where you are at the time of request.

If there is a delay in the means of transport or if there is a weather problem that prevents travel on time, some of our assistance plans cover the extension of the accommodation You will arrive at the hotel by means of a certificate from the airline that proves the delay of more than 6 hours or the cancellation of the trip, for a maximum of 5 days. In order for the coverage to take place, the holder has to call the assistance telephone numbers that appear on the Voucher before leaving the airport where the delay took place. This service will not be performed if the holder travels with a ticket subject to space availability, or to any destination within the country where it was issued.

If you have to cancel your trip due to some unforeseen event that prevents you from starting it, the expenses for a cancellation penalty are provided for. This service is valid from the date of issuance of the Voucher until the effective date of said Voucher, which must coincide with the start date of the trip. It is essential that you call us within 24 hours of the unforeseen event that caused the issue. the cancellation. It is important to take into account that the guarantee does not apply if the reason for the cancellation is because the travel documentation of the holder or his companion is missing. incomplete or deficient at the time of departure.
** Cruises do not apply for cancellations, except for special mention in the specific Assistance Plan services for cruises "Cruise Protector". The cancellation insurance is valid as long as the passenger has made the purchase no more than 24 hours after hiring the air ticket or the tourist package.

In the event that the holder is on a business trip abroad and is hospitalized for a serious medical emergency that prevents him from continuing with his professional mission, Assist1 will take care of it. You will be charged for the economy class ticket, subject to seat availability, for the person your company designates as substitute and for hotel expenses up to a maximum of US$80 per day for five days. For this guarantee to be effective, the owner must contact the Assistance Center within 24 hours of the event and has been expressly authorized. Subsequent requests for reimbursement without any justification will not be accepted. This service does not apply to all coverages.

The transfer consists of the provision of the service of moving the patient from the place where the accident occurs in a suitable and equipped unit, to the nearest health center, in order to provide him with the necessary care. ;n medical. Repatriation consists of providing this same transfer to the country of origin, when the medical diagnosis so requires. indicate it.

Most of the options provide for this. There are occasions when it is not possible for reasons specific to the country of destination, either because of its health structure, because it is not a common practice in the country or because the cause of the emergency requires direct care in a hospital. hospital or specialist's office. The symptoms presented should always be confirmed beforehand by calling Assist1 Travel Assistance and then proceeding in the most appropriate way in each case.

These are chronic conditions that exist before starting the trip, such as coronary disorders, rheumatism, etc. (you can check our general conditions on the website) In the same way, if you start a trip with one leg plastered, for example, it is a pre-existence. In any of these cases, we will re-advise and collaborate with you for your care, regardless of whether your plan covers it or not.

Chronic or pre-existing illnesses are provided for in some of our plans. Depending on the type of product you want to hire, the maximum limits of covered expenses vary. The expenses of the first medical attention derived from a chronic or pre-existing illness that has developed a crisis episode during the trip and the recovery of the acute condition are included up to the corresponding limit according to the trip. the purchased service. Keep in mind that this is an independent item from the amount of accident coverage, and is detailed in the case of the products that include it. Regardless of the type of product contracted, no medication or treatment for said chronic or pre-existing illness is included in this coverage.

Exclusions:
Excluded from this coverage are all sexually transmitted diseases, including but not limited to syphilis, gonorrhea, genital herpes, chlamydia, papilloma virus
(HPV), vaginal trichomonas, trichomoniasis, human immunodeficiency virus (HIV), acquired immunodeficiency syndrome (AIDS), among others.
Dialysis procedures, transplants, cancer and psychiatric treatments are not covered in any of our products or cards; hearing aids, glasses, contact lenses, dental bridges, pacemakers, implantable defibrillators, ambulatory respirators, implantable devices, specific disposable material, etc.; diseases caused by the ingestion of drugs, narcotics, medicines taken without a reliable medical prescription, alcoholism, psychiatric or mental illnesses.
Injuries suffered during an illegal act or risky sports are not under our coverage.

The coverage that the passenger has depends on the contracted product, they provide a detail of all the items that the assistance includes. Most of our plans have coverage for medical assistance due to accident or illness and only some of them contemplate pre-existing conditions.

This benefit is included in all plans. Provided that the issuance of the certificate or voucher has been made in the country of residence and origin of the holder's trip and before the start of the trip. At the beginning of the trip, the holder must not exceed 45 years of age, nor must he be more than 24 weeks pregnant and will have coverage until the 32nd week of gestation.

We have different coverage plans:

• Under 75 years old
• Over 75 years old up to 85 years old
• Over 75 years old up to 99 years old
• Pre-existing Medical Assistance for passengers up to 85 years of age

Accidents will be covered as long as the sport is amateur. Cases of practices in competition by professional athletes (those people who live from practicing their sport) or if the sport was carried out outside the regulations and/or pertinent authorizations will not be foreseen.

Practice of covered sports: Soccer, Rugby, Hockey, Volleyball, Polo, Rafting, Horseback Riding, Rappelling, Skiing, Snowboarding, Mountaineering, Water Skiing, Diving (up to 29 meters), Hang Gliding, Skydiving, Paragliding, Bungee Jumping, Kitesurfing, Windsurfing, Motorcycling, Motoring. All amateur practice sports, snow and adventure tourism.

In the event that when you arrive at your destination your luggage does not arrive with you, you must file the corresponding complaint with the airline, and then call the Assistance Center (phone number located on the voucher) from the airport itself. With your certificate number, plus the number of your complaint and the number of your baggage tag, we will be able to initiate a case number and assist you with the steps to follow.

It is not wise to rely on compensation from an airline if you lose your luggage. By law, airlines only have to pay a certain minimum value per kilo of luggage, so your belongings will rarely be 100% covered.

Within the cruise, assistance is through reimbursement, no more than 24 hours should pass after the event occurred for the passenger to contact the assistance center and they can assist him and initiate a case number. With that number along with the payment receipts, you will be able to register. initiate the corresponding reimbursement.
You should always check that the contracted plan covers this item to have such coverage.

The travel assistance plans provided by Assist1 for those over 75 years of age have the same coverage as those for passengers under 75 years of age.

The only difference in terms of pre-existing is that we can provide them only to passengers up to 85 years of age.

If you decide to extend the days of coverage, either because you have extended your trip more than expected or because in principle you did not contract the service for all the days of your stay, you must contact us and request an extension. The validity of your contract, with at least two days prior to the end of its validity. You may request to renew only once, the new period of validity being immediately consecutive to the previous one.

Not once its validity has started. You will only be able to It must be requested in advance, up to the third business day prior to the start date indicated in the Voucher or Certificate. Said request, if accepted, will restore the credit. 20% of the value paid, or the issuance of another Certificate or Voucher, for the same period as the original.

The Schengen treaty is an agreement signed between countries countries of the European Community, (Belgium, Denmark, Germany, Finland, France, Greece, Iceland, Italy, Luxembourg, Holland, Norway, Austria, Portugal, Spain and Sweden) which establishes the obligation that tourists who If you are visiting those countries, you must prove that you have a Travel Assistance plan with a minimum value of € 30,000 to guarantee medical assistance.

We understand long stays as those trips that They last a minimum of 3 months and a maximum of 365 days. There are special products for those people who wish to travel for a period included in this range whose price is more convenient than the sum of additional days to traditional packages.