Coronavirus: travel and expat health insurance in case of an epidemic

Answers to your questions

• I cannot travel due to the Covid-19 situation, can I cancel my travel insurance and be reimbursed?  

Yes. As long as the request is made before the beginning of your insurance contract, you can cancel your insurance and be reimbursed. To do so, please send us your request by e-mail to serviceclient@acs-ami.com, indicating your first name, surname, and insurance certificate number. We will thank you in advance for attaching supporting documents such as your cancelled airline ticket to your request. Please note that the refund will be made after a deduction of 20 euros (administrative fees).

• Can I postpone/advance the dates of my travel insurance policy? 

Yes. As long as the request is made before the beginning of your insurance contract, you can change the dates of coverage of your travel insurance. Please send us your request by email to serviceclient@acs-ami.com.

• If I am blocked at the border when I arrive at my destination, can my travel insurance be reimbursed?

Yes. If you are unable to enter your country of destination and you return to your home country, you have two choices: deferring the dates of your insurance contract or requesting a refund. The request for reimbursement must be accompanied by all necessary supporting documents: proof of refusal of entry and proof of return to your home country. Your request must be made within one week of the return. The month of coverage that has already started will be deducted from the reimbursement. If you decide to postpone the dates of coverage of your insurance contract, you must request it no later than the effective date of the current contract. To postpone as well as to get a reimbursement, please send us an e-mail to serviceclient@acs-ami.com.

• If I catch coronavirus while I am abroad, am I covered by my travel insurance?

In order to confirm that medical expenses are covered, please refer to the information booklet of your insurance contract. Most of our insurances, which in many cases include medical expenses benefit in your country of destination, will cover medical expenses related to Covid-19 treatment, and so within the limits of the terms and conditions. As so, an infected person can have immediate access to quality medical care on-site.

• I’m an expat with a health insurance, am I covered? 

Please refer to the terms and conditions within the information booklet of your expatriate insurance contract to confirm medical expenses in the case of an epidemic are covered. Most of our expatriate health insurances will cover medical expenses within the level of protection you chose and the terms and conditions of your insurance contract. For example, if you chose hospitalisation only cover, we will cover you in the case a hospitalisation is needed.

• Due to the Covid-19 pandemic, I have to come back earlier than planned to my home country. Is repatriation due to a pandemic compensated? 

Most of our contracts that include a repatriation benefit have epidemics as an exclusion. Please refer to the information booklet of your insurance contract to confirm this exclusion. Due to international health measures and to limit the spread of the virus, the return to your home country might be highly regulated. We invite you to contact your embassy or consular service as soon as possible to obtain more information about the measures that are currently enforced.

• What should I do in case of an emergency while abroad?

Please contact the local emergency services (911, 112, etc.), and for all assistance requests or a hospitalisation of more than 24 hours, contact our assistance platform available 24/7. Contact information is indicated in your insurance certificate/card and in your information booklet.

• Is it still possible to travel around the world?

Many countries have severely restricted or even banned international travels. Some countries, such as France, have set up containment measures. It is imperative to follow government recommendations in order to comply with current regulations and not being exposed to a possible refusal of coverage by ACS.

• I’m abroad and I can’t return to my home country. Can I extend my insurance contract? 

We invite you to contact our customer service at serviceclient@acs-ami.com as soon as possible, so that we can study your request. Please note that for an extension to be accepted, there must not be any coverage interruption.