Good to know Coronavirus: Questions and answers on AXA Intertours travel insurance

Have you booked a trip that you have to cancel because of the coronavirus? Or would you like to return from a risk area? Here you will find answers about when the travel insurance pays out under the cancellation costs and personal assistance modules and everything else you need to know about the coronavirus.

Reporting a travel incident or cancellation

New travel bookings are not covered by insurance as long as there is no change to the Federal Council's recommendation which is to only undertake essential domestic and foreign travel. You can find more information in the "Q&A" section on this page. 

The questions and answers provided apply to customers who took out AXA Intertours travel insurance prior to March 13, 2020. Other conditions may apply to more recent contracts.

Questions and answers

  • I would like to cancel my planned vacation. Are the costs covered by AXA?

    The recommendation issued by the Federal Council to forgo non-urgent travel abroad if possible has been in effect since October 28, 2020. On December 18, 2020, the Federal Council issued a general recommendation, and since this date the recommendation has also applied for domestic travel. If you booked your international travel before October 28, 2020, or your domestic travel before December 18, 2020, you are covered under the following condition. At the time of booking, there were no travel warnings issued by the FOPH/FDFA or entry restrictions for the destination country and there was also no clear indication that travel warnings or restrictions would be in place at the time of departure.

    The following also applies as a travel restriction: Quarantine upon arrival or departure, lockdowns of individual destinations, and closures of restaurants, museums, or attractions/popular destinations.

    Events that had already occurred or should have been apparent when the insurance contract was taken out or when the trip was booked are not insured. 

    Did you book a trip, but it is no longer possible or would be subject to severe limitations? If so, please contact your travel agent, hotel, booking platform, etc. first of all to ask about alternative arrangements or refunds. If they won’t reimburse your costs or will only reimburse part of them, please don’t hesitate to notify us using the online form.

    Please refer to the website of the FDFA and the FOPH to find out more about the situation currently applicable to your destination. We are keeping a close eye on the coronavirus situation and are on hand to provide our customers with the assistance they need. If you would like to report a canceled trip or an incident, you can do so quickly and easily online.

    If you have any questions about travel cancellations or travel incidents, please call us at 0800 809 809.

    Limits apply to individual events such as return travel, additional accommodation, or transportation costs, which you can find in your policy or in the General Insurance Conditions (GIC).  Cancellations due to the coronavirus will no longer be insured for those taking out our travel insurance from March 13, 2020, unless the policyholder contracts COVID-19 and for this reason cannot depart on their trip or continue it.

  • What happens if I become infected with COVID-19 or have to go into quarantine because I had contact with an infected person? In which cases is my travel insured?

    Due to the latest travel warnings, new bookings for travel should be avoided whenever possible, see question 1. We cover the costs of travel cancellations in the following cases:

    You or a related person becomes infected

    If you yourself become infected with COVID-19 and cannot travel for that reason, you are covered – regardless of when you booked the trip. The same applies for related persons: If, for example, your parents, children, siblings, or partner become infected with the coronavirus and you have to cancel the trip to care for this person, Intertours travel insurance will cover the costs.

    Quarantine or self-isolation due to contact with an infected person

    You can’t take a trip as you are in quarantine or self-isolation because you had contact with a person who tested positive or received a warning from the SwissCovid app, for example. You are covered in this case as well.

     

  • What do I do if a trip is possible but I don't want to take it due to the risk of contracting the coronavirus?

    If you have already decided not to depart on vacation in the summer or fall, enquire with the organizer, hotel, airline or booking portal whether you can cancel your booking free of charge, get a refund or postpone your trip. A lot of them are also offering vouchers that you can use for a trip at a later date as an alternative. If you can no longer cancel your trip free of charge and do not want a voucher, you bear the cancellation costs at your own risk. 

    If you didn't take out your travel cancellation insurance until after March 13, 2020, you are not covered for cancellations due to the coronavirus – unless you yourself have contracted the coronavirus and for this reason cannot depart on your trip. In the case of cancellations, we generally recommend first filing a claim for a refund directly from the organizer or airline.

  • My package tour has been canceled. How do I get my money back?

    First contact the tour operator that you booked the trip with. If the trip is canceled by the organizer, you as the customer can choose between two options under the terms of the Federal Package Tour Act*:

    • You can have the amount you have already paid refunded.
    • You can go on another package tour if the tour operator can offer an alternative to the one that has been canceled.

    If a trip is canceled or would have to be canceled by the organizer, the organizer is obligated to refund you your travel costs. A lot of hotels, airlines and booking portals are offering free rebooking or refunds.

    If you nevertheless have to pay cancellation costs, please contact your travel insurer. This link takes you directly to our online claims notification: 

  • Which documents do I have to request to prove I have canceled my trip?

    If we don't need specific documents for your travel cancellation, we will contact you directly when processing your case. 

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