Travel Medical Insurance Assistance Terms

1. INTRODUCTION

The Travel Medical Insurance Assistance is part of your TravelPass by AirHelp - Platinum Membership.
These terms apply in connection with the TravelPassService Catalog.
The Travel Medical Insurance Assistance Insurance ("Travel Medical Insurance”) is provided under the Group Master Policy (Policy Number: BFBFAH3108260001) by battleface Underwriting Services SRL, having its registered office at Avenue des Arts 6-9, Saint-Josse-ten-Noode, Belgium, with Company Number 744971975 (“Designated Representative”). This insurance is underwritten by Eir Försäkring AB, Box 3132, SE – 103 56 Stockholm, Registration number: 559166–0617 (“Insurer”)
Please note that AirHelp is not an insurance company. AirHelp operates as a registered insurance intermediary in accordance with German regulation. AirHelp does not act as a risk bearer itself but assumes a function as an intermediary for the insurance products described below.

2. DEFINITIONS

The Travel Medical Insurance Assistance Terms should be read in conjunction with our Terms and the TravelPass Service Catalog, where you will find additional defined terms used here.
“Accident” means a sudden, unexpected, unusual, specific event which occurs at an identifiable time and place but shall also include exposure resulting from a mishap to a conveyance in which you are traveling.
“Automatically Covered Activities” means: Abseiling; Aerial Safaris (with a licensed operator); Angling; Archery (supervised); Badminton; Banana Boating; Beach Games; Boccia; Bowls - indoor and crown green; Boxing Training (no contact); Bungee Jumping (with a licensed operator); Camel Riding; Clay Pigeon Shooting (supervised); Cricket; Croquet; Curling; Cycling (non-competitive, sportive, etapes and mountain biking on designated tracks); Elephant Riding/Trekking (supervised); Eton Fives; Fell Running; Fell Walking; Fencing; Fishing (excluding Deep Sea Fishing); Fitness Training and Gym Work; Floorball; Goalball; Golf; Gymnastics (non-competitive); Handball; Hang Gliding (tandem with a licensed operator); High Diving from a purpose-built diving board, not exceeding 5 metres, 16 feet, over a man-made pool; High Ropes (with a licensed operator); Hiking (established and documented paths/tracks and mapped routes); Hot Air Ballooning; Horse Riding (protective headgear must be worn). Excluding jumping, trials, hunting, racing, jousting and competitive riding; Ice Skating (non-competitive); Jet Boating (as a passenger); Jet Skiing (with a licensed operator); Korfball; Mechanics; Mountaineering up to 4500m, 14,765 feet, no use of ropes or guides, no sheer face or free climbing, must follow man made paths; Netball; Obstacle Course Racing; Sea Canoeing (within half a mile, 1 kilometre, of the coast); Orienteering; Paddle Boarding (within half a mile, 1 kilometre, of the coast); Paragliding (tandem with a licensed operator); Parasailing (towed by boat by a licensed operator); Parachuting (static line or tandem with a licensed operator); Pedalo; Pony Trekking (protective headgear must be worn); Quad Biking (non-competitive, booked with a licensed operator. Protective headgear must be worn); Racket Ball; Rambling; Refereeing and Umpiring; River Canoeing, Kayaking and Rafting (in calm water excluding the sea or white water grade 4 or above); Roller Blading; Rounders; Rowing (inland waters); Running (including distances up to marathons in major cities or towns); Safaris (provided that the Insured Person will not be using firearms or bow and arrows and it is booked with a licensed operator); Sail Boarding; Sailing and Yachting (within 12 miles, 20 kilometres, of the coast); Sand Safaris; Sand Surfing; Scuba Diving to a depth of 18 metres, 59 feet, as standard. Or to a depth of 30 metres, 100 feet, maximum as long as You have PADI or equivalent qualification to dive to that depth or You are diving with a licensed and fully qualified instructor. There is no cover if You are flying within 24 hours of last dive or for solo diving, Cave diving or Wreck diving; Skating; Snorkelling; Softball; Squash; Surfing (within 5 miles, 8 kilometres, of the coast); Swimming (in swimming pool or within half a mile, 1 kilometre, of the coast); Table Tennis; Technical Support (coach, manager and technicians); Ten Pin Bowling; Tennis; Trekking (established, documented, paths/tracks/ mapped routes with a licensed professional local guide); Tug-of-War; Underground Activities (as part of an organised excursion or tour); Via Ferrata; Volleyball; War Games; Water Polo; Water Skiing (excluding jumping); Weightlifting (non-competitive); Wheelchair Racing; Wheelchair Tennis; Wind Surfing (non-competitive).

Please note when participating in any Automatically Covered Activity, cover is accepted provided that:
1. you have not been advised by a doctor against participating in such sport or activity;
2. you wear and/or use the recommended/recognized safety equipment;
“Attendant” means your Traveling Companion, Family Member, close friend or a person contracted by the Insurer if there is no one else available who, on the advice of the Physician, accompanies you while being transported.
Child(ren) means your Children, including an unmarried Child, stepchild, legally adopted Child or foster Child who is:
1. Under the age of eighteen (18) and primarily dependent on you for support and maintenance; or
2. Who is at least eighteen (18) but less than age twenty‐four (24) and who regularly attends an institution of higher learning/an accredited school or college and who is primarily dependent on you for support and maintenance.
“Civil Disorder” means a group of people acting in revolt, coup, rebellion or resistance against an established government or civil authority.
“Common Carrier” means any regularly scheduled land, sea and air conveyance operating under a valid license for the transportation of passengers.
“Complications of Pregnancy and Childbirth” shall only be deemed to include the following: toxaemia, gestational hypertension, pre-eclampsia, ectopic pregnancy, hydatidiform mole (molar pregnancy), post partum haemorrhage, retained placenta membrane, placental abruption, hyperemesis gravidarum, placenta praevia, stillbirths, miscarriage, medically necessary emergency caesarean section/medically necessary termination and any premature births more than 8 weeks (or 16 weeks in the case of a known multiple pregnancy) prior to the expected delivery date.
“Confirmation” means the written reservation of travel arrangements at a Destination or on a Common Carrier.
“Deductible” means the euro amount you must contribute to the Loss.
“Departure Date” means the date on which You are scheduled to leave on the Covered Trip. This date is specified in the travel documents.
“Destination” means any place You are scheduled to travel to on your Covered Trip, as shown on the travel documents, manifest or Confirmation.
Domestic Partner means a person, at least eighteen (18) years of age, with whom you have been living in a spousal relationship with evidence of cohabitation for at least ten (10) continuous months prior to the Effective Date of coverage.
“Effective Date” means the date and time your coverage begins, at 00:00 on the day following the purchase date of your Policy, as outlined in Period of Cover section of the Certificate of Insurance (“COI”).
“Emergency Medical Evacuation” means your immediate medical transportation from the place where you are Injured or sick to the nearest Hospital where appropriate medical treatment can be obtained because your medical condition warrants such evacuation.
“Epidemic” means an outbreak of a contagious disease that spreads rapidly and widely and that is identified as an Epidemic by the European Centre for Disease Prevention and Control (ECDC) or the World Health Organisation (WHO).
“Escort” means a medically trained professional who is approved by the Insurer or it authorized and is contracted to accompany and provide medical care to an ill or Injured person while they are being transported.
“Experimental or Investigative” means treatments, devices or prescription medications which are recommended by a Physician but are not considered by the medical community as a whole to be safe and effective for the condition for which the treatments, devices or prescription medications are being used. This includes any treatments, procedures, facilities, equipment, drugs, drug usage, devices, or supplies not recognised as accepted medical practice, and any of those items requiring federal or other governmental agency approval not received at the time services are rendered.
“Family Member” means your or your Traveling Companion’s Spouse, civil union partner or Domestic Partner, Child, siblings, parents, grandparent, step‐grandparent, grandchild, step‐grandchild, step‐child, step‐sibling, or stepparent, parent‐in‐law, daughter‐in‐law or son‐in‐law, brother‐in‐law or sister‐in‐law, aunt or uncle, niece or nephew and legal guardian.
“Home Country” means your country of residence.
“Hospital” means a facility that:
1. Is operated according to law for the care and treatment of sick or Injured people;
2. Has organized facilities for diagnosis and surgery on its premises or in facilities available to it on a prearranged basis;
3. Has twenty‐four (24) hour nursing service by registered nurses; and
4. Is supervised by one or more Physicians available at all times.
A Hospital does not include a nursing, convalescent or geriatric unit of a hospital when a patient is confined mainly to receive nursing care or a facility that is, other than incidentally, a clinic, a rest home, nursing home, convalescent home, home health care, or home for the aged, nor does it include any ward, room, wing or other section of the hospital that is used for such purposes.
“Injury or Injured” means a bodily Injury caused by an Accident occurring while your coverage under this Policy is in force and resulting directly and independently of all other causes of Loss covered by this Policy. The Injury must be verified by a Physician.
“Inpatient” means a person who is confined in a Hospital as a registered bed patient for at least 24 hours.
“Loss” means an Injury or Unforeseen event or incident sustained by you as a direct result of one or more of the events against which the Insurer has undertaken to compensate you. Loss does not include lost profits or lost revenues of any kind, business interruption damages, or any pain and suffering damages. Loss also does not include any form of consequential, incidental, or indirect damages or Injury.
“Medically Appropriate” means an adequate and acceptable course of treatment or medical transportation in the opinion of the onsite attending Physician.
“Medically Necessary” means a treatment, service, or supply:
1. Is essential for diagnosis, treatment or care of the Accidental Injury or Sickness for which it is prescribed or performed;
2. Meets generally accepted standards of medical practice; and
3. is ordered by a Physician and performed under his or her care, supervision or order.
“Mental, Nervous or Psychological Disorder” means a mental or nervous health condition including, but not limited to: anxiety, depression, neurosis, phobia, psychosis; or any related physical manifestation.
“Natural Disaster” means a flood (due to natural causes), tsunami, hurricane, tornado, earthquake, mudslide, avalanche, landslide, volcanic eruption, sandstorm, sinkhole, wildfire or blizzard.
“Pandemic” means an Epidemic over a wide geographic area that affects a large portion of the population.
“Physician” means a licensed practitioner of medical, surgical, dental services acting within the scope of his/her license. The treating Physician cannot be you, your Traveling Companion, a Family Member or a Business Partner.
“Policy” means the Master Policy Agreement (Policy Number: BFBFAH3108260001) between AirHelp and Insurer including the schedule of benefits, and any endorsements, riders or amendments that will be provided to you upon purchase of your TravelPass subscription.
“Pre-Existing Medical Condition” means an Injury, Sickness, death or other condition of You, Your Traveling Companion, Family Member, Host At Destination, Business Partner or Pet, to which any of the following applied within the 180 day period immediately preceding and including the purchase date of your TravelPass subscription:
1. First manifested itself, worsened, became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment;
2. Care, testing or treatment was given or recommended by a Physician; or
3. Required a change in prescribed medication unless the change is between a brand name and a generic medication with comparable dosage or an adjustment to insulin or anti‐coagulant dosage.
“Primary Residence” means a residence where you are leaving from to start your Covered Trip.
“Quarantine” means a mandatory confinement, intended to stop the spread of a contagious disease to which you or your Traveling Companion may have been exposed.
“Reasonable and Customary or Reasonable and Customary Charges” means an expense which:
1. Is charged for treatment, supplies, or medical services Medically Necessary to treat your condition;
2. Does not exceed the usual level of charges for similar treatment, supplies or medical services in the locality where the expense is incurred; and
3. Does not include charges that would not have been made if no insurance existed. In no event will the Reasonable and Customary Charges exceed the actual amount charged.
“Return Destination” means the place to which you expect to return from your Covered Trip as shown in the application, Covered Trip itinerary, travel documents, manifest or Confirmation.
“Scheduled Departure Date” means the date on which you are originally scheduled to leave on the Covered Trip.
“Scheduled Return Date” means the date on which you are originally scheduled to return to the point of origin or to a different final Destination or to your Primary Residence from a Covered Trip.
“Sickness” means an illness or disease diagnosed or treated by a Physician after your Effective Date of coverage under this Policy.
“Spouse" means your legal spouse, civil union partner, or Domestic Partner.
“Unforeseen” means not known, anticipated or reasonably expected, and occurring after the Effective Date of your Policy.

3. ELIGIBILITY AND REGISTRATION

To be eligible for the Medical Travel Insurance, you must:
1. Be a person with a valid TravelPass by AirHelp Platinum subscription, providing Travel Medical Insurance coverage as set out in the Service Catalogue.
2. Register your trip on the Customer dashboard or in the AirHelp Mobile App prior to your Scheduled Departure Date.
3. Be a person who is at least 18 and 80 years or younger on the scheduled return date.
4. Be a resident of any country except countries under trade or economic sanctions of the United Nations, United States of America, United Kingdom or European Union.
5. Travel to a Destination that is at least fifty (50) kilometres from your Primary Residence.
6. Your trip must have a defined Departure Date and Return Date and not exceed thirty-one (31) days.

4. COVERAGE

Schedule of benefits

Section of Cover	Sum Insured	Deductible
Travel Medical Expenses (Worldwide excl. USA/Canada)	€500,000	None
Travel Medical Expenses (USA/Canada), including:	€1,000,000	None
– hotel room for convalescence	€120/night; max. 10 days	None
– hospital daily allowance	€50/day; max. 10 days	None
– dental emergency treatment expenses	€750	None

Section of Cover	Sum Insured	Deductible
Emergency Evacuation and Repatriation of Remains, including:	€300,000	None
– hospital visits	Economy flight and €100/day; max 5 days	None
– companion stay	Economy flight and 100€/night; max. 5 nights	None

Travel Medical Express Benefit
The Insurer will pay a benefit to reimburse you for the Reasonable and Customary Charges, up to the maximum limit shown in the schedule of benefits, and after satisfaction of an eventual Deductible shown in the schedule of benefits, if you suffer an Injury, Sickness or Complications of Pregnancy during the Covered Trip that requires treatment by a Physician. The Injury must occur or the Sickness must first begin while on a Covered Trip. The initial documented treatment must be given by a Physician during the Covered Trip.
1. Travel Medical Express Benefits coverage:
  1. Services of a Physician or registered nurse, and related tests or treatment.
  2. Hospital charges including room and board or ambulatory medical-surgical centre services.
  3. Prescription medication to treat the Injury or Sickness.
  4. Charges for anaesthesia (including administration), x-ray examinations or treatments, and laboratory tests;
  5. Local ambulance services to and from a Hospital.
  6. Expenses up to the maximum limit shown in the schedule of benefits for a cruise ship cabin or hotel room, not already included in the cost of your Covered Trip, if recommended as a substitute for a Hospital room for convalescence from an Injury or Sickness.
  7. Hospital daily allowance up to the maximum amount stated in the schedule of benefits, per person per day, in case you renounce on the reimbursement from the Insurer for the costs of inpatient treatment. You must inform the Insurer of your choice at the beginning of the treatment.
  8. Artificial limbs, artificial eyes, artificial teeth, or other prosthetic devices if required for the first time and are necessary to secure transportation.
  9. The cost of emergency dental treatment for accidental Injury to sound natural teeth that occurs during a Covered Trip is limited to the maximum limit shown in the schedule of benefits. Coverage for emergency dental treatment does not apply if treatment or expenses are incurred after you have reached your return Destination, regardless of the reason. The treatment must be given by a Physician or dentist.
2. Advance payment
  If you require admission to a Hospital during a Covered Trip for an Injury or Sickness, the Insurer or its designated representative will arrange advance payment, if required by the Hospital, directly to the Hospital. Hospital confinement must be certified as Medically Necessary by the onsite attending Physician. This amount will be deducted from the Travel Medical Expense benefit limit shown in the schedule of benefits.
  The Insurer reserves the right to deny a request for advance payment if it is confirmed that your claim is not covered under the Policy.
  You agree to reimburse this payment to the Insurer if:
  1. You do not complete the claims process as outlined below.
  2. It is determined that Your Travel Medical Expense claim is not covered.
3. What is not insured (Specific Exclusions):
  No benefits will be paid for any loss for, caused by, or resulting from:
  1. Any service provided by you, a Family Member, or your Traveling Companion.
  2. Experimental or Investigative treatment or procedures.
  3. Expenses incurred by any Child born during the Covered Trip unless related to Complication of Pregnancy.
  4. Mental health care.
  5. Physical therapy or occupational therapy.
Emergency Evacuation and Repatriation of Remains
The Insurer will reimburse you, up to the maximum amount shown in the schedule of benefits, for Repatriation of Remains and covered Emergency Medical Evacuation expenses incurred due to your Injury or Sickness that occurs while on a Covered Trip.
Covered Emergency Medical Evacuation expenses are the Reasonable and Customary Charges for necessary medical transportation, related medical services, and medical supplies required by the standard regulations of the conveyance transporting you incurred during your emergency medical evacuation.
Repatriation of Remains Covered Expenses are limited to the Reasonable and Customary Charges for the expenses listed below. The Insurers authorised representative must make all arrangements and authorize all expenses in advance.
1. Emergency Evacuation coverage
  The medical transportation must be:
  1. Ordered by the onsite attending Physician, who must certify that the severity of your Injury or Sickness warrants the Emergency Medical Evacuation.
  2. Authorized in advance by the Insurers designated representative. In the event your Injury or Sickness prevents prior authorisation of the emergency medical evacuation, The Insurer or its designated representative must be notified as soon as reasonably possible.
  3. By the most direct and economical route possible.
  4. In the event the Insurer or its authorised representative could not be contacted to arrange for covered Emergency Evacuation Expenses, benefits are limited to the amount the Insurer would have paid had they or its authorised representative been contacted.
    
    Covered Expenses
  5. Expenses incurred by you for Physician-ordered Emergency Medical Evacuation, including medical transportation and necessary medical care en route, to the nearest suitable Hospital, when you are critically ill or injured and no suitable local care is available, subject to prior approval by the Insurer or its authorised agent.
  6. Reasonable and Customary Charges incurred for an Escort’s or contracted Attendant’s services, and the Escort’s or Attendant’s transportation and accommodations, if an attending Physician recommends that an Escort or Attendant accompany you. This coverage is inclusive of the maximum limit of the Emergency Evacuation benefit.
  7. Expenses incurred for non-emergency repatriation, including medical transportation and medical care en route, to a hospital or to the city of your Primary Residence, when deemed medically appropriate by the attending Physician, subject to prior approval by the Insurer or its authorised agent. In lieu of returning to the city of your Primary Residence, you may opt to be returned to a different city in your residence country if proper care for your condition is not available.
  8. Expenses for transportation (not to exceed the cost of one round-trip economy-class air fare, to the place of hospitalisation), and expenses for reasonable hotel accommodations, meals, telephone calls and local transportation for one person chosen by you up to the amount in the schedule of benefits, provided that you are traveling alone and are hospitalised for more than five (5) days;
  9. Expenses for transportation, not to exceed the cost of one-way economy-class air fare, to your Primary Residence, including Escort expenses
  10. Expenses for one-way economy-class air fare (or first class, if Your original tickets were first class) to your Primary Residence, from a medical facility to which you were previously evacuated, less any refunds paid or payable from your unused transportation tickets, if these expenses are not covered elsewhere in the Policy.
  11. Once the initial medical transportation has occurred and you have been stabilised and are medically able to travel, you may request to be transported to another location or Hospital of your choice for further care, recovery or treatment;
  12. Additional expenses as per the schedule of benefit, incurred by your Travel Companion for a hotel room and return ticket, not already included in the cost of your Covered Trip, to stay with you while you are medically required to extend your trip due to a hospitalisation or recovery from a covered Sickness or Injury.
  13. Expenses incurred for the transportation of your luggage in case You are entitled to an emergency medical evacuation.
2. Repatriation of Remains Coverage
  1. Authorized in advance by the Insurers designated representative. In the event the Insurer or its authorised representative could not be contacted to arrange for Repatriation of Remains Covered Expenses, benefits are limited to the amount the Insurer would have paid had they or its authorised representative been contacted.
  2. Embalming or cremation.
  3. Associated temporary storage costs for up to fifteen (15) days, or until local authorities will permit further transportation of the body, whichever is later.
  4. The most economical coffins or receptacles adequate for transportation of the remains.
  5. Transportation of the remains, by the most direct and economical conveyance and route possible, to the nearest location where the body can be embalmed or cremated, if not locally available and the receiving funeral home or morgue, the Return Destination, or a different place of burial within your country of Residence.
  6. The cost for creation and transmission of necessary documentation to transport the body, such as a death certificate, autopsy or police report, up to five (5) copies per document.
3. Advance payment
  The Insurer will pay a benefit, up to the maximum limit shown in the schedule of benefits, directly to the provider if, while on a Covered Trip, you suffer an Injury or Sickness which requires an emergency medical evacuation or repatriation of remains, and payment is required prior to medical transportation or repatriation. This amount will be deducted from the Emergency Evacuation and Repatriation of Remains benefit limit, shown in the schedule of benefits.
  The Insurer reserves the right to deny a request for advance payment if it is confirmed that your claim is not covered under the Policy.
  You agree to reimburse this payment to the Insurer if:
  1. You do not file a claim for the expenses incurred as outlined in the Payment of Claims section; or
  2. it is determined that your emergency medical evacuation or repatriation of remains claim is not covered.
4. What is not insured (Specific Exclusions):
  No benefits will be paid for any loss for, caused by, or resulting from:
  1. Medical transportation taken against the advice of the attending Physician.
  2. Your Mental, Nervous or Psychological Disorder
  3. Expenses incurred by any Child born during the Covered Trip.

5. GENERAL LIMITATIONS AND RESTRICTIONS

In addition to any applicable benefit‐specific exclusions, the following exclusions apply to all Losses and all benefits. The Policy does not cover any Loss for, caused by or resulting from:

Intentionally self-inflicted Injury, suicide, or attempted suicide while sane or insane.
War (whether declared or not) or act of war, Civil Disorder, riot, insurrection, terrorism or unrest unless specifically covered herein.
Operating or working as a crew member (including as a trainee or learner/student) aboard any aircraft or commercial vehicle or commercial watercraft.
You being under the influence of drugs (except those prescribed by your registered Medical Practitioner, but not when prescribed for the treatment of drug addiction).
Your abuse or prior abuse of solvents.
You drinking too much alcohol or alcohol abuse where it is reasonably foreseeable that such consumption could result in an impairment of your faculties and/or judgment resulting in a claim. It is not expected that you avoid alcohol on your Trips or holidays but the Policy will not cover any claims arising because you have drunk so much alcohol that your judgement is seriously affected and you need to make a claim as a result.
Commission or the attempt to commit a criminal act
Your participation in activities not defined as Automatically Covered Activities, except as a spectator, unless specifically covered.
Any non‐emergency treatment or surgery, routine physical examinations.
Any treatment or medication which, at the time of departure, is required to be continued during the Covered Trip.
Normal pregnancy or childbirth, or elective abortion. However, Unforeseen Complications of Pregnancy are not excluded.
Traveling for the purpose of securing medical treatment.
Directly or indirectly, the actual, alleged or threatened discharge, dispersal, seepage, migration, escape, release or exposure to any hazardous biological, chemical, nuclear radioactive material, gas, matter or contamination.
Accidental Injury or Sickness when traveling against the advice of a Physician.
Care or treatment which is not Medically Necessary, except for related reconstructive surgery resulting from trauma, infection or disease.
Any Loss, condition, or event that was known, foreseeable, intended, or expected when your Policy was purchased.
Any failure of a provider of travel related services (including any travel supplier) to provide the bargained‐for travel services or to refund money due.
Your participation in Civil Disorder, riot or a felony.
Acts, travel alerts/bulletins, or prohibitions by any government or public authority.
Strike, unless specifically covered.
Pandemic or Epidemic unless specifically covered.
Your failure to derive pleasure in, or benefit from, or profit from your Covered Trip.
Payments made for this Policy and any other insurance.
If your tickets do not contain specific travel dates (open tickets).
A diagnosed Sickness from which no recovery is expected.
Any loss or expense incurred as the result of a Pre-Existing Medical Condition.
Your Mental, Nervous or Psychological Disorder, unless requiring inpatient hospitalisation of 3 or more days as certified by a Physician at the time of loss and preventing participation on the Covered Trip.
Any loss that occurs on a Covered Trip with a Destination less than 50 kilometres from your Primary Residence or to another residence owned by you or your Traveling Companion, or on a Covered Trip that is not at least overnight in length.

6. HOW TO MAKE A CLAIM

Non-Emergency Claims: All non-emergency claims, claim forms, claimant statements, and proof of claim must be submitted using the Robin Assist online claim portal: https://claims.robinassist.com/ Additional supporting documentation may be e-mailed to Robin Assist at: [email protected]
Emergency Claims & Assistance: In an emergency or for emergency medical assistance/evacuation, you or someone acting on your behalf must contact the Emergency Assistance Team as soon as possible via phone (+32 (2) 620 28 30), WhatsApp, or email ([email protected]).
You must:
1. let the Insurer know as soon as possible following an event you may want to claim under this Policy.
2. give the Insurer documents, medical certificates, original receipts or information they reasonably request.
3. not make any promise, offer of payment, admit guilt or fault to anyone (except as required by law), or become involved in any litigation regarding an event that may result in a claim under this policy, without our consent, which will not be unreasonably withheld;
4. provide evidence from the treating Physician for a claim due to illness or injury, as soon as reasonably possible.
Claim Form means the online claim form on the Robin Assist portal (https://claims.robinassist.com/).
Claimant’s Statement means the claimant’s description of the event and declaration that the information is true and complete, completed within the Claim Form.
Proof of Claim means the following supporting documents, together with any other information or documents We reasonably request:
1. Medical expenses: itemised invoices and receipts, and a medical report from the treating Physician;
2. Hospital daily allowance: confirmation of the Hospital admission and discharge dates;
3. Emergency Medical Evacuation: the Physician’s certification that evacuation was necessary, and invoices;
4. Repatriation of Remains: death certificate and invoices;
5. Proof of the trip dates and the bank details to which payment should be made.
All claims must be notified within 28-days of your return on the online claim form, accompanied by original invoices, receipts, reports, etc (proof of claim). Please refer to the relevant section of your Policy for specific conditions and details of the supporting evidence that the Insurer requires. Please remember that it is always advisable to retain copies of all documents when submitting your claim form. We recommend you use registered post.
When claims settlements are made by the BACS (Bank Automatic Clearing System), IBAN or other electronic banking system or payment method, you will be responsible for supplying the Insurer with the correct bank account or other payment details and your full authority for the Insurer to remit monies directly to that account. Provided that payment is remitted to the account designated by you, the Insurer shall have no further liability or responsibility in respect of such payment, and it shall be your sole responsibility to make collection of any misdirected payment in the event of incorrect details having been provided to the Insurer.
The Insurer may, at its expense, take fair and reasonable action in your name to recover compensation or enforce an indemnity against someone else regarding a loss covered by this insurance, in accordance with the law.
If the Insurer pays any expenses on your behalf, or reimburse you for any loss, and you later receive payment from any other source for these expenses, you must pay the Insurer up to the claim amount they paid you.
Claims will be paid to you or your personal representative in Euros (EUR) based on the exchange rate at the time of the loss. The Insurer will not pay more than your actual loss.

7. MISCELLANEOUS

The English version of these Terms is the official master copy. In the event of any discrepancy between translated versions, the English text prevails unless applicable local law strictly requires otherwise. (Use the language selector at the top of this page to switch languages).
Cancellation & Cooling-Off Period: The benefits provided under this Policy are complementary for eligible TravelPass subscribers. You may not, as a Covered Individual, cancel this insurance policy; however, there is no obligation for you to accept any of the benefits provided under it.
Complaints Handling: If you have a complaint regarding your insurance, please address it to: Complaint Manager, battleface Underwriting Services SRL Avenue des Arts 6 - 9, 1210 Saint-Josse-ten-Noode, Brussels, Belgium Email: [email protected] Your complaint will be acknowledged promptly in writing and a decision provided within 6 weeks. If you remain dissatisfied or have not received a final response within 8 weeks, you may refer your complaint to the Federal Financial Supervisory Authority (BaFin), Graurheindorfer Strasse 108, 53117 Bonn, Germany (Tel: +49 (0)228 41080 / Email: [email protected]).
EU Online Dispute Resolution Notice: The EU Online Dispute Resolution (ODR) platform was permanently closed on 20 July 2025. Disputes may be referred to recognised national Alternative Dispute Resolution (ADR) bodies via national consumer protection authorities.

8. CONTACT INFO

AirHelp
If you have any questions regarding these terms, please contact us at [email protected] or check out our FAQs
Insurer
Insurer Eir Försäkring AB, Box 3132, SE, 103 56 Stockholm, Sweden (Registration No. 559166–0617)
Authorized Representative battleface (Robin Assist)
1. Claims:
  Robin Assist, Avenue des Arts 6 - 9, 1210 Saint-Josse-ten-Noode, Brusses, Belgium,
  Email: [email protected]
2. Customer Service:
  Phone: +32 (2) 620 28 30
  Email: [email protected]
3. Emergency Contact:
  Phone: +32 (2) 620 28 30
  Email: [email protected]

Updated: November 9, 2026
Version: TMIA1.26