Does my current health insurance plan cover me when I’m traveling abroad?

It depends on the company that insures you and the policy you hold. But there’s a good chance it doesn't. With many major US health insurance providers, you either have no coverage or your coverage is greatly reduced once you’re outside of the continental US. You can find more information on our Coverage Confusion page.

Is coverage individual?

Yes, ASSIST-CARD coverage is administered on an individual basis.

Can I change my coverage dates?

Yes, as long as your trip has not started or expired, does not exceed 30 days, and the trip cost remains the same.

Can I get coverage for half of my trip? 

No, we can’t partially insure your trip.

What is travel assistance? Is it different than travel insurance?

Travel Assistance goes beyond travel insurance. While insurance provides monetary compensation after the covered event has taken place, travel assistance provides support at the time of the event. Assistance also includes additional benefits like concierge services. Click here to see more differences.

What benefits do I have in the case of a Trip Delay?

We will reimburse you on a one-time basis, for delays 12 hours or more when traveling to or from your destination.

What is a PRE-EX Waiver? Am I covered?

You’ll receive a PRE-EX Waiver (Pre-Existing Condition Waiver) if you purchase your policy within 14 days of purchasing the policy. A signed PRE-EX Waiver prohibits Trip Cancellation, Trip Interruption, Trip Delay, Missed Connection, Accidental Death & Dismemberment, Accidental Death & Dismemberment Common Carrier (Air Only), Emergency Sickness Medical Expense, Emergency Accident Medical Expense, Emergency Evacuation, and/or Repatriation of Remains claims for:

• Any injury, sickness or condition of the Insured, Traveling Companion or the Insured’s and/or Traveling Companion’s Family Member which manifests itself or exhibits symptoms which would have caused one to seek diagnosis, care or treatment within 180 days prior to the purchase of the policy, or
• Required taking prescribed drugs or medicine within 180 days prior to the purchase of the policy, unless the condition for which the prescribed drug or medicine is taken remains controlled without any change in the required prescription, or
• Required medical treatment or treatment was recommended by a physician within 180 days prior to the purchase of the policy.

With Trip Cancellation Coverage, you’ll receive a benefit if you are prevented from taking your Covered Trip due to unforeseen events such as:

• Sickness, Accidental Injury or Death.
• Being hijacked, quarantined, subpoenaed, burglarized, the victim of felonious assault, required to serve jury duty, or having your home made uninhabitable.
• Being involved in a traffic accident.
• Death or hospitalization of your destination’s host.
• Strike causing complete cessation of services.
• Weather causing complete cessation of services.
• Natural Disaster at your destination.

Does my current health insurance plan cover me when I’m traveling abroad?

It depends on the company that insures you and the policy you hold. But there’s a good chance it doesn't. With many major US health insurance providers, you either have no coverage or your coverage is greatly reduced once you’re outside of the continental US. You can find more information on our Coverage Confusion page.

Does ASSIST-CARD cover the Schengen Visa’s medical requirements?

Yes, all of our plans meet the medical requirements for the Schengen Visa.

Can I see a doctor that my relative recommends?

Yes, but ASSIST-CARD won’t be able to make payments to any doctor or Physician that’s outside our extensive network of providers.

Where can I buy medications?

The doctor or Physician provided by our network will furnish your medications.

If I am unable to return home from my travels due to injury or illness, will you pay for a relative to fly out and join me?

Yes. If you are traveling alone and need to be hospitalized (authorized by ASSIST-CARD), we shall arrange and pay for the transportation of one family member or friend to join you. Further, ASSIST-CARD shall arrange and pay for the lodging expenses incurred by the accompanying relative or friend.

Can I have my policy information mailed to me?

Yes, we will be happy to mail you a copy of your policy information.  Please click here to request your policy by mail. Be sure to include your policy number and the policy holder’s name in your email request to us.

Please note that the policy information you will receive by mail is exactly the same as what is provided by email.  If you did not receive your email confirmation, we recommend that you first check your Junk or Spam folder to see if it landed there.  Alternatively, we will be happy to resend it to that same email address or a different one.  Simply contact us by phone at (877) 369-2774 or click here to request a resend. Be sure to include your policy number, policy holder’s name and your destination email address in your email request to us.

If my parents or children who are not traveling with me take ill, would that illness result in my insurance policy being payable?

Yes, our standard Retail programs will cover Trip Cancellation in the event of sickness, injury or death of a policyholder’s family member.  Be sure to read your specific policies General Terms and Conditions to understand what constitutes a “Family Member.”

If you are purchasing a “Custom” ASSIST-CARD program through an agency, then please be certain that “Trip Cancellation” coverage is included in your policy and review the “Covered Reasons” for activating that benefit.  For further questions, please contact your agency or ASSIST-CARD.

Who should I call in case of an emergency?

If you need any kind of emergency assistance, call the nearest Alarm Center:
Latin America (54 11) 5555 1500 – Buenos Aires
Middle East, Europe (34 91) 788 3344 – Madrid
North America (1 305) 381 9959 – Miami

In the case of emergency evacuation, will my Travel Companion also be transported with me?

Yes, assuming that the aircraft has room we will allow your traveling companion to accompany you.

If I am unable to secure a Visa necessary for entry to my destination country, will I be able to cancel my insurance and receive a full refund?

Yes, as long as you do so within 14 days of purchasing the policy.

How long does it take to process a claim?

This largely depends on how quickly the policyholder completes the necessary paperwork and provides the supporting documentation (i.e. medical records, confirmation of cancellation, etc.).  Once we receive all the necessary documents in the proper fashion, claims will typically be paid with 1 to 2 weeks.

I received a collection letter. What should I do?

You should contact the phone number on the collections letter to understand what it relates to.  If you discover that this is for monies which should have been paid by ASSIST-CARD, then contact our claims department at (800) 249-9969.

Do you accept claims electronically?

Please feel free to communicate with our claims department via email at claims@marketing-ac.com .  You can email scanned copies of all necessary claims forms and/or supporting documentation to that same email address.

Do you cover non-refundable land tours during my Cruise?

Yes, as long as the cost for those land tours was declared when you originally purchased your policy.  Alternatively, you can contact us after purchase to increment your trip and policy cost to cover those additional expenses.

If my Cruise is delayed due to quarantine, can I cancel the trip and receive a full refund?

In most cases when a cruise is delayed due to quarantine on the departure date, you’ll be informed that it will be a certain amount of hours until departure but that you’ll eventually be able to board. In such cases, you will not be able to cancel the trip and receive a full refund.

Are ASSIST-CARD’s cashless (no out-of-pocket) medical benefits applicable to shipboard doctor’s?

Currently, our cashless medical benefits do not extend to cruise line shipboard doctors.  However, this does not mean that we will not cover those expenses.  We just require you to submit a claim for reimbursement upon completion of your trip.  ASSIST-CARD does offer cashless (no out-of-pocket) medical benefits in all major ports of call that cruises visit.

Do you supply a list of service providers?

ASSIST-CARD has 100 local offices and over 50,000 providers all over the world. Due to the expansive nature of our network, we cannot supply a list of all service providers.

Where do I present receipts for reimbursement?

You should contact our Claims department by phone at (800) 249-9969 or email us at claims@marketing-ac.com   for the necessary claim forms and supporting documents needed to review your claim for reimbursement.

Why do I need to sign the Authorization for us or disclosure of protected health information (or Record Release) Form?

In case we need previous and/or further medical records or information to properly evaluate a possible pre-existing condition.

Do you provide special rates for students studying abroad (more than 30 days and less than 180 days)?

Currently, our best Retail programs for long stays abroad will be our Annual policies.  Our Multitrip Classic covers an unlimited amount of trips per year with a maximum number of days per trip of 60.  Our Annual Premier also covers an unlimited amount of trips per year with an increased maximum number of days per trip of 90.  These policies are only $284 and $325 respectively.

If I am unable to secure a Visa necessary for entry to my destination country, will I be able to cancel my insurance and receive a full refund?

Yes, as long as you do so within 14 days of purchasing the policy.  Otherwise, we will allow you to move your policy to a future trip as long as your “Departure Date” has not already elapsed.  We will give you 30 days from the date we are notified of your Visa issue to declare the “Departure” and “Return” dates for that future trip.

Will I receive my card and luggage tags by mail once I purchase ASSIST-CARD?

As with most U.S. companies, ASSIST-CARD in the States typically provides those materials in an electronic format by email.  However, we will be happy to send you by regular mail the same items that you would receive by email.  If you would like this service, please click here . 

What services/assistance do you provide during the trip?

• Assistance in case of loss or theft of travel documents
• Medical services in case of illness or an accident
• Medical transfer and evacuations
• Lost or delayed luggage coverage
• Legal assistance
• Pre-travel assistance
• Translation
• Assistance on local attractions and other concierge services
• Emergency Hotel Reservations

Do you have brochures or other information in Spanish?

Please contact our office at (877) 369-2774 or info@ASSIST-CARDusa.com and specify what collateral materials you need in Spanish. We have plenty of Spanish-speaking representatives available to answer your calls or reply to your emails.