Frequently Asked Questions

Travel Insurance is designed to protect aspects of your health, belongings and your investment in your trip.

You can buy insurance through this Web site, providing that you confirm having read, agreed to and saved to your computer or other electronic device the conditions of insurance and the Information Note published on this site. The policy will be deemed to be effective as soon as you receive the certificate of insurance by mail, as a confirmation that the contract has been concluded, providing that the premium has been duly paid to the Company.

Yes. This travel insurance does not cover pre-existing medical conditions (a pre-existing medical condition is a medical condition or any illness related to a medical condition that you or your companions knew about when purchasing this insurance) and excludes comparatively high-risk activities. For a complete listing of exclusions and limitations, please refer to the General Conditions and General Exclusions as shown on pages 5 to 9  of the Policy Document along with the exclusions and conditions which apply to the sections of insurance, as shown on pages 9 to 20.

To take advantage of 24-hour emergency assistance, all you need is your policy number and the 24-hour medical emergency number. Although you do not need to carry proof of coverage for coverage to be in effect, some foreign medical providers may wish to see documentation.

Yes, this policy will cover you for scuba diving up to depths of 30 metres. You must dive under the direction of an accredited dive marshal, instructor or guide and you must keep within the guidelines of the relevant diving or training agency or organisation.

A family is defined as an individual and his or her partner (provided they have lived together for 6 months or more) and their dependent children who are aged under 18 at the date you buy this policy (or aged under 23 if they are still in full time education).

Unlike many multi-trip policies, the Annual Multi Trip policy does provide cover for insured adults travelling independently. However minor children must be accompanied by an insured adult named in the policy.

A partner is considered a person with whom you have lived for 6 months or more who is your husband or wife, or your cohabiting partner.

This Web site will link you to the Policy Sample on the home page. Although you do not have to carry a copy of the Policy Document in order for coverage to be in effect, it is suggested that you do so for the purposes set out in the answers to the questions above.

The Trip Cancellation protection will become effective immediately upon purchasing your insurance. The remaining coverage and services provided will take effect when you leave your home for this trip. All coverage and services will terminate when you return to Italy or at the end of the period shown on your policy, whichever is earlier.

Yes, your policy does not cover any trip in, to or through the following countries: Cuba, Afghanistan, Liberia and Sudan.

No. You may receive a reimbursement if you cancel for a covered reason as outlined in the Policy Sample. Covered reasons include, but are not limited to, such unforeseen emergencies as illness, injury or death of you, your travelling companion and/or an immediate family member. Pre-existing conditions are not covered.

If this insurance does not meet your needs, we will refund your money as long as you email us at travelguard.it@travelguard.com within 14 days from the date of the conclusion of the contract (i.e. the day on which you receive the policy documents by email), providing that the trip has not commenced. We will refund your premium within 30 days from the date we receive notice of the cancellation, unless a claim has been made by you within the 14 days that results in the policy being terminated. We will only refund your money as long as you have not travelled or made a claim.

Every effort is made to ensure you receive a high standard of service. If you are not satisfied with the service you have received, please contact:

In relation to sales and administration matters:
The Customer Service Manager,
Phone: (+39) 02 91 483 100
e-mail: travelguard.it@travelguard.com

In relation to claims matters:
The Claims Manager, 
Travel Guard - PO Box 2157 Shoreham by Sea BN43 9DH England
Email: travelassist.it@travelguard.com  
Phone: Claims: (+39) 02 91 483 100 - Assistance: (+44) 1273 400945

To help us to deal with your comments quickly, please quote your policy number / claim number and the policyholder/insured person's name.

CONTRACT-RELATED OR CLAIM-RELATED COMPLAINTS

Any complaints concerning the contractual relationship or the handling of claims must be forwarded in writing to Chartis Europe S.A. Rappresentanza Generale per l’Italia - Servizio Reclami (complaints service) - Via della Chiusa, 2 - 20123 Milan - Italy - fax (+39)02.3690.222- email address: servizio.reclami@chartisinsurance.com. The Company will handle the claim and will respond within 45 days of receipt of the complaint.

In accordance with the provisions of ISVAP Regulation no. 24 of 19th May 2008, complaints may be addressed to the ISVAP - the supervisory authority for undertakings offering private and group insurance in Italy - Servizio tutela degli utenti (client protection service), Via del Quirinale, 21 - 00187 Rome - Italy – enclosing, in addition to the complainant’s description of the situation, documentation relating to the complaint dealt with by the Company and the data specified in Article 5 of the above-mentioned Regulation, in the following cases:

1. complaints concerning compliance with the provisions of the Codice delle Assicurazioni (Insurance Code);
2. complaints concerning the provisions of the Codice del Consumo (Consumer Protection Code) that relate to the distance marketing of insurance products;
3. complaints concerning the management of the contractual relationship (particularly as regards the attribution of liability, the actual provision of services, and the quantification and disbursement of the sums owed to the party entitled to payment), when the complainant is dissatisfied with the response to his/her complaint or in the absence of a response within forty-five days.

Complaints relating to matters already being dealt with by the judicial authorities do not fall within the competence of the ISVAP.

In the cases mentioned above, the complainant may also present the complaint directly to the Médiateur de la Fédération Française des Sociétés d'Assurances (FFSA – the French organisation legally competent to receive complaints concerning French insurance companies - 26 boulevard Haussmann, 75009 Paris, France, Phone (+33) 1 45 23 40 71, Fax (+33) 1 45 23 27 15, email address: le.mediateur@mediation-assurance.org.

Alternatively, the complaint can be sent to the ISVAP, at the address specified above, and the ISVAP will arrange for it to be forwarded to FSSA, with the prior consent of the complainant if this action involves any extra charge. If the forwarding procedure is adopted, the ISVAP will transmit the response from the competent organisation to the complainant without delay.