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  Frequently Asked Questions

We are pleased to provide you answers to some of the most commonly asked questions about travel insurance from Allianz Global Assistance.
If you have additional enquiries, please contact us at: info@allianz-assistance.dk

Cover
Policy
Claims
Cover

Is there an age limit on the Allianz Global Assistance travel insurance policy?

Yes, both our single trip and annual multi-trip policies are only available to persons aged 70 years and under.

Backpacker insurance is available to persons between 17 and 35.

When does cover begin and end?

For cancellation only cover:

Cancellation insurance cover begins on the date you purchased the insurance as shown on the
insurance confirmation email and ends when the first part of your pre-paid arrangements (e.g.
transport or accommodation) begins.

For Car rental excess insurance

Cover for Car rental excess insurance starts at the beginning of your rental period and finishes at the end of your rental period. All cover ends on the expiry date shown on your insurance confirmation email.

For all other insurance:

Cover for all sections (excluding Cancellation insurance) start at the beginning of
your trip(s) and finishes at the end of your trip(s). All cover starts on the date shown on the
insurance confirmation email and ends on the expiry date shown on the insurance confirmation
email, unless you cannot finish your trip as planned because of death, illness or injury or if your
booked transport is delayed and this cannot be avoided. In these circumstances, we will extend
cover free of charge until you can reasonably finish the trip.

What is the maximum trip length?

Single trip cover can be purchased for trips up to 180 days. Our annual multi-trip policy covers you for multiple trips during the year but no one trip within this period can exceed 31 days (with Bronze cover), 45 days (with Silver cover) or 60 days (with Gold cover) in duration. If you are planning a long jorney then our backpacker policy can be purchased for trips up to 18 months.

Car rental excess insurance must have a maximum duration of 31 days.

If I return home early do I get a refund of my premium?

You are not entitled to any refund of the insurance premium outside of your cooling off period (see 'What if I change my mind about buying the policy?' above).

If you buy a day single trip or backpacker policy and return home earlier than planned, the policy is terminated and you will not be entitled to a refund. You will then need to purchase a brand new policy for your next trip. Annual multi-trip policies offer the flexibility of travel however no one trip must exceed 31 days (Bronze cover), 45 days (Silver cover) or 60 days (Gold cover) in duration.

Are there any exclusions to the policy?

Yes. Some exclusions and conditions are specific to individual sections and general exclusions and conditions apply to the policy overall. There are also health exclusions that apply to the emergency medical expenses, recall, personal accident, confinement on trip and cancellation sections of cover. Please read the policy wording carefully to ensure you have the cover you need. Click here to download the policy terms and conditions.

Am I covered for any existing medical conditions?

The policy does not cover claims relating directly or indirectly to existing medical conditions, this applies for the following cases:

  • You will not be covered for any claims arising from a medical condition if it was diagnosed in
    the 2 months prior to paying for this insurance.
  • You will not be covered for any claims arising from a medical condition that was not
    stable* for 2 months prior to paying for this insurance. *This means you must not have
    had any change in your medication, had any non-routine medical appointments or further
    investigations into your medical condition.

For full information existing medical conditions and your cover, pleadse read the "Health exclusions" section of the policy document.

Am I covered for skiing or other adventure activities?

Allianz Global Assistance travel insurance covers many adventure activities. To be covered for skiing and other winter sports you will need to add the 'Ski' option when purchasing your policy.

If in doubt, please send us an email on: info@allianz-assistance.dk.

Am I covered for loss of cash?

Most of our policies include cover for personal money and have a sub-limit for the amount of cover for cash. There is a summary of cover provided during the quote process and also in the policy wording.

Policy

How do I get my insurance documents?

Allianz Global Assistance travel insurance is all online, so we do not send any policy documents in the post. When you buy a policy, we will send you an email confirming the cover you have purchased and policy documents for you to download, print and save. You can also download the policy document here to view the terms and conditions of the cover.

Insurance Product Information Document

Your Insurance Product Information Document is included electronically with your terms and conditions in your confirmation email. It can also be viewed in step 2 of our sales channel before you purchase your chosen insurance product or on our policy document page.

If you would prefer to receive your Insurance Product Information Document by post, please contact us on info@allianz-assistance.dk stating your insurance product type and full address. Please allow up to 14 days for postage and delivery.

Can I purchase a policy if I have already started my journey?

If you are travelling outside of Denmark, you can purchase insurance after you leave home but the purchase must take place in Denmark prior to departure (e.g. at the airport). In this instance, the period of insurance will begin from the time you first board the transport taking you to your destination (aircraft, ferry etc). Your Allianz Global Assistance policy will not be valid if you have already left Denmark at the time of purchase.

If your trip is within Denmark then you must purchase the cover before you leave your home for your Allianz Global Assistance policy to be valid.

If I have any queries, who do I contact?

Email our customer service team at info@allianz-assistance.dk. We are available to answer queries between the hours of 9am - 5pm Monday to Friday. Please note that we are unable to give you any advice on whether this product is suitable for your needs.

Who do I contact if I have a complaint?

For complaints regarding insurance:

The Managing Director

Falck Global Assistance

Sydhavnsgade 18

2450 København SV

Denmark

Read more in the policy document (opens in new window)

Which country’s laws apply to this policy?

Unless agreed otherwise, Danish law will apply.  In the event of a dispute concerning this policy, the Danish courts shall have exclusive jurisdiction.

Claims

Can I still claim even if I don't have receipts for all my personal possessions?

Yes. Claims without receipts will still be considered. Please be aware though that you will still be asked to provide alternative proof of ownership for the lost or stolen items. We understand that you might not be able to produce receipts for each and every item, however, we do expect that you should be able to provide some evidence of ownership for most things and particularly expensive items. Typically, the insurers may accept photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements as proof of ownership.

Who do I contact in the event of a medical emergency?

Our medical emergency team is available 24 hours a day to assist you. You can reach them by calling Falck Global Assistance on: +45 70 250 405 or by email at: fga@dk.falck.com

Who do I contact to make a claim?

For Emergency Medical Assistance claims:

Falck Global Assistance day or night

Tel : +45 70 250 405

E-mail: fga@dk.falck.com

For all other claims:

Falck Global Assistance

Sydhavnsgade 18

2450 København SV

Denmark

Tel: +45 70 220 470 - from 09.00 To 17.00 hrs

E-mail:claims.fga@dk.falck.com

How am I ever going to remember all these different contact numbers?

We have made this easy for you. All the relevant contact numbers are summarised on the second page of your policy document. These can also be found on our "Contact Us" page.

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How can we help?

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Allianz Global Assistance Travel Insurance is underwritten by AWP P&C S.A. - Dutch Branch, trading as Allianz Global Assistance Europe with offices at Poeldijkstraat 4, 1059 VM Amsterdam, The Netherlands. Registered at the Netherlands Authority for the Financial Markets (AFM) Nº 12000535, Corporate Identification no 33094603

AWP P&C S.A. is authorised by Autorité de Contrôle Prudential in France and is regulated by the Danish Financial Supervisory Authority (Finanstilsynet) for the conduct of business in Denmark.