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Stuck on a process? This is your go-to spot for how-to guides. Simply choose a popular topic below to find out more. Need clarity on something else? Scroll down a little farther for answers to our most frequently asked questions.

Frequently Asked Questions


Non-refundable costs may include pre-paid trip deposits/payments that would be lost if you had to cancel for a covered reason prior to trip departure. Some examples can include cruise fares, conference fees, tours and airline ticket costs. Be sure to consult your travel suppliers to determine which costs are non-refundable for your particular trip, as cancellation policies vary.


Travel insurance from Allianz Global Assistance does not cover losses resulting from normal pregnancy or childbirth, except as expressly covered under Trip Cancellation.

While normal pregnancy and childbirth are not covered, unforeseen pregnancy complications may be a covered reason for trip cancellation or interruption. The medical condition you’re experiencing must be disabling enough to make a reasonable person cancel their trip, and a doctor must advise you to cancel it. If your plan includes emergency medical benefits, your insurance may reimburse you for the cost of emergency medical care that you received for those covered complications while traveling.


As long as they haven’t already departed on your trip or filed a claim, some plans may allow you to change certain details (such as insuring additional trip costs). For fastest service, visit our online policy management tool. You can refer to our five-step instructions for details on how to modify the policy online.


For the fastest service, they can cancel their policy by visiting our online policy management tool. For a full refund of your premium, they must cancel within 15 days of your plan purchase (or as determined by your state of residence) and must not have filed a claim or departed on your trip. Premiums are non-refundable after this period.


The fastest and easiest way is to file a claim on our website. To get started, they’ll need their email address or policy number, as well as their departure date or policy purchase date.

Documentation to support the claim is required before a claim examiner can review the claim. Find a list of supporting documents they may need here. Once they have filed their claim, they will receive a confirmation email.

They can also use the free TravelSmart app to file a claim. Or, email us at, fax their claim to us at 804-673-1469, or mail it to:

Allianz Global Assistance

P.O. Box 71533

Richmond, VA 23255-1533

Please include their name and policy number with any documentation submitted by mail or fax. Processing times may be longer than for claims submitted online.

After their claim has been submitted, they can check their claim status 24 hours a day by visiting our online claim management tool or using the TravelSmart app. They can get help filing or checking a claim anytime by calling customer service at 1-800-284-8300.

For more information on the claims process, click here.

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