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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

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?

    Based on the travel recommendations issued by the FDFA , AXA covers the cancellation costs of vacation and travel to countries outside the Schengen area with effect from 30 days prior to the start of your trip.

    We no longer cover cancellation costs for countries inside the Schengen area if you have planned a trip or vacation after July 1, 2020 – unless travel restrictions continue to apply for the country in question. Please refer to the FDFA website to find out more about the situation currently applicable to your destination. 

    Generally, the following applies: If a travel warning issued by the FDFA for your travel destination still applies 30 days prior to the start of your trip, we will cover the cost of its cancellation. In this way, we want to give you peace of mind.

    If a country imposes entry restrictions (border, quarantine) up to a stipulated date, we will cover the cancellation costs of travel departing up to this date.

    *The 26 Schengen countries are: Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden and Switzerland 

    If you book a trip after March 14, 2020 before the travel restrictions in connection with coronavirus are lifted, this is currently not covered. 

    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 contact the hotline: tel. 0800 809 809. As we are currently receiving a lot of enquiries, you may be subject to longer waiting times than usual if you call us by phone. 

    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).  

  • 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. 

Other questions

  • My travel agent only wants to issue me with a voucher as compensation for the trip. Do I have to accept it?

    The Federal Package Tours Act stipulates that you can demand a cash payment; see question above. Any legal protection insurance you have will assist you with this refund. 

  • UEFA has canceled the 2020 EURO Football Championship: What costs are paid by my travel insurance?

    The organizer is generally responsible for reimbursing the ticket price.

    As UEFA is not an official government body, the costs of return travel and accommodation would generally not be insured. We classify major international events such as the European Football Championship, World Ice Hockey Championship or the Olympic Games, open-air concerts and the Oktoberfest separately, however, and are accommodating to the needs of our customers. If you would have traveled to a location for the sole purpose of attending the European Football Championship, your travel insurance will assume your cancellation costs on a subsidiary basis if you are unable to cancel or rebook your trip or accommodation free of charge. Please refer to the following question. 

  • What costs are covered by Intertours cancellation insurance in the case of major events, events and open-air concerts that have been canceled?

    The travel costs for such events are covered under the General Insurance Conditions (GIC). This means your return travel and accommodation costs will be refunded. The travel insurance will also pay, for example, for any train tickets that you bought specifically for traveling to the event. Any hotel rooms that you booked exclusively for the event would also be covered.

    This is subject to the fulfillment of one of the following conditions:

    • The event must be canceled by an official body (can also be an international association)
    • Travel restrictions make it impossible to travel to the country where the event is taking place
    • An order imposed by an official body makes the staging of the event impossible (for example, a general ban on gatherings of more than five people or more than 1,000 people in the case of a sports event)
  • Are admission tickets and tickets for events also covered?

    No, we don't cover individual tickets. These are primarily the responsibility of the organizers. Previous experience has shown that they are also very accommodating in offering alternative solutions or refunds. 

  • How about a package tour to an event?

    If you have booked a package tour, the Federal Package Tour Act stipulates that the organizer must bear the costs of all the associated expenses. In this case the travel insurance naturally covers cancellations on a subsidiary basis, however (this means the travel insurance pays if the organizer cannot pay). 

  • Can I still take out travel insurance today for summer vacations or for vacations at a later date if I haven't yet booked them? The coronavirus could still be active for some time.

    You can still take out travel insurance with AXA if you don't have any yet. If you take out travel insurance after March 13, 2020, you will no longer be covered for all claims related to the coronavirus or general epidemics, however. If you book a trip to areas that are already considered to be locked-down, quarantine or epidemic areas at the time of booking, AXA will assume none of the costs if the trip is canceled. We cover the cancellation costs if you cannot depart on the trip because of contracting COVID-19 yourself. 

    The situation is changing all the time. Before booking any travel, we recommend getting the latest updates on the current situation by consulting this website and the FDFA website

  • Will the travel insurance cover the costs of flights that have been canceled by the airline?

    Generally, the airline is under an obligation to indemnify if a flight is canceled. Previous experience has shown that airlines are very accommodating in offering alternative solutions or refunds. If this does not apply in your case, AXA travel insurance will bear the costs. The same applies if you have booked accommodation for a trip and the flight is canceled: here too, the airline is generally under an obligation to indemnify. 

  • I have booked a bus trip in the fall. As I belong to a risk group, I would prefer not to go. Can I cancel it?

    We recommend contacting the organizer and looking into the option of postponing it or getting a voucher. In accordance with the current provisions, we will cover the cancellation costs 30 days prior to the start of your trip at the earliest if a current travel warning issued by the FDFA applies on this date or if the country in question has imposed entry restrictions (border/quarantine); see question 1. 

  • I have been in contact with a person who has contracted COVID-19. I cannot depart on my trip as I am self-quarantining. Is this claim covered?

    The claim is covered by the travel insurance if a domestic trip or trip abroad would be possible but you yourself are self-quarantining – as required by the Federal Office of Public Health (FOPH). Coverage is subject to the precondition that you have a medical certificate confirming you are self-quarantining. Your travel costs are also covered if the quarantine has been imposed by order of the authorities. 

  • Can I already book my summer vacation for 2021? What happens if I have to cancel my trip again due to the coronavirus?

    Booking your 2021 summer vacation is currently at your own risk. We would cover the costs if travel restrictions between the date of booking and your date of travel are lifted and are subsequently imposed again due to a second wave of the coronavirus, making it impossible for you to go on your trip. 

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