Frequently Asked Questions

It is an insurance that typically reimburses your non-refundable travel expenses if an emergency (death, sickness, airline strike, etc.) occurs right before or during your trip causing it to be cancelled, interrupted, or delayed. Travel Insurance includes a wide variety of protection benefits to add peace of mind to your trip, like medical expenses & hospitalization abroad, Trip Cancellation, Trip Interruption, Trip Delay, Emergency Medical Evacuation, Repatriation, Lost and delay of Baggage, Personal Effects, Travel Assistance Services and more.

The full list of things we cover is too long to include here, but in general the coverage includes:

1. Overseas emergency medical and dental expenses
2. Emergency medical evacuation
3. Personal Accident in means of public transport
4. Trip delay, cancellation, or interruption due to an unforeseen event
5. Delayed, damaged, or stolen gear or bags if they’ve been checked in with a carrier.
6. Repatriation

Travel insurance isn’t designed to cover everything. Terms, conditions, and exclusions do apply, so be sure to read your full policy wording to avoid surprises.

Here are the main things that aren’t covered:

1. Expenses related to pre-existing medical conditions unless your policy says otherwise
2. Non-emergency medical expenses, such as eyeglasses or contact lenses, routine medical check-ups, or cosmetic procedures
3. Items left unsupervised in a public place
4. Gear damaged while in use

As soon as a covered event occurs and before taking any initiative or incurring any expense. Within five days of knowledge/occurrence of the event, you or any person acting on your behalf should contact the Assistance team (which is operational 24/7) through the channels stated on your travel certificate and provide all the necessary details such as name, telephone number through which you can be reached, a copy of the valid travel certificate, brief description of the event etc.

Please note that we would not be held liable for refunding any expense incurred without prior agreement that shall be validated by the Assistance company through a file number.

You can wait until your return to your Country or Residence to file a claim, but it is important to submit your claim within 30 days after the date of service. Please remember to keep the original invoices of any expenses you incurred in, as they will be requested together with other necessary documents. Please send a mail along with all the documents via email to servicemedical.ame@axa-assistance.ma while putting insure@axamansard.com in copy of your mails

Yes, the assistance information is stated on your insurance certificate. You can also visit our website www.axamansard.com, you will find instructions to follow and the telephone numbers to assist you.

The Beneficiary is covered under this benefit for all non-recoverable deposits, advance payments and other charges paid or due to be paid by or on behalf of the Beneficiary for travel, accommodation and any reasonable and necessary extra travel or accommodation expenses for return to the Beneficiary’s Country of Residence in the event of death, body injury, Illness or complication of pregnancy of the Beneficiary, or any person with whom he/she is travelling or has arranged to travel with, or any person with whom he/she has arranged to reside temporarily (Close relative or business associate)

As an exception to the General Exclusions related to epidemics and/or pandemics declared by the World Health Organization, the Beneficiary is covered under the same terms if before travelling:

1. The Beneficiary falls ill at Home with an infectious disease and cannot travel.
2. The Beneficiary or a Close Relative has to self-isolate at Home because of an infectious disease and cannot travel Abroad (subject to medical certification).
3. The Beneficiary has been denied boarding at airport due to detected symptoms of an infectious disease.
4. The destination the Beneficiary is travelling is subject to travel restrictions by Ministry of foreign affairs, or denial of entry by the local authorities, or is required to quarantine upon arrival (or upon return Home).

As an exception to the General Exclusions related to epidemics and/or pandemics declared by the World Health Organization, the Beneficiary is covered under the same terms if during the trip, travel restrictions are imposed asking to the Beneficiary to return at Home due to a pandemic illness

Please note that this benefit does not cover cancellations done by the airline outside of the reasons stated above or due to operational reasons.

The dedicated assistance emergency line is available 24 /7 (Telephone : + 33149652521). You can also send an email along with your Travel Insurance documents to servicemedical.ame@axa-assistance.mawhile putting insure@axamansard.comin copy of your mails

Coverage starts on departure date. However, the Trip Cancellation benefit of this kind of policy is effective as of 12:01AM of the day following the purchase date. All other benefits coverage starts on or after departure.

It is the country where you have permanent residence, independent of your country of origin. The country of permanent residence can be defined as the country you would wish to be repatriated to in the event of a medical emergency

Deductible or excess is the single fixed amount of expenses or the number of days which are not covered by the Insurer in the event of a claim. It is simply the amount that you are expected to bear in the event of a claim. If you had a claim of USD 100 under the Emergency dental care (Traveller plan), AXA Mansard will only pay you USD 30 because there is a policy excess of USD 70 that would be borne by you.

A Pre-Existing Condition is a medical condition for which there is treatment; or a recommendation for treatment, diagnostic test, or exam; or for which drugs or medicine are prescribed during a specific period prior to your Effective Date of Coverage. It is the disease or a medical situation that the Insured suffered prior to the date of taking out this policy, even if it wasn’t diagnosed.

Travel assistance coverages are valid outside of Nigeria for the period of validity of the Policy; they only apply from the first (1st) day of travel Abroad to the ninety-second (92nd) consecutive travel day, even if the Policy was subscribed for a longer period or the policyholder travels between countries.

For Student Cover – the duration of the trip can be up to a maximum of 180 consecutive days.

Yes, as an exception to the General Exclusions related to epidemics and/or pandemics declared by the World Health Organisation, the Beneficiary is covered if He/she falls ill during the trip with an infectious disease including Covid-19. This applies for medical transportation, Medical expenses, Cancellation & curtailment, Body repatriation & mortal remains. Please refer to Terms & Conditions for further details.

Yes, the following categories of people are entitled to a discount:

1. Children less than 18years of age can enjoy up to 30% discount on the cost of insurance.
2. Members of a group travelling to same destination for the same period can also enjoy up to 25% discount on the cost of the travel insurance depending on the number.

A group is deemed to be the salaried employees or members of the same legal entity (company, association, public service) designated as Original Insured by the entity that has taken out the Policy on their behalf. All members of that group are required to travel on the same dates of departure and return, and to the same destination.

• Persons of less than 3 months of age.
• Persons aged from 86 years old.
• Non-residents in Nigeria.
• Those who have initiated the trip prior to the insurance underwriting.

A group is deemed to be the salaried employees or members of the same legal entity (company, association, public service) designated as Original Insured by the entity that has taken out the Policy on their behalf. All members of that group are required to travel on the same dates of departure and return, and to the same destination.

There is no age limit for the Individual and pilgrimage travel insurances, however, the age limit for the student plan is 27years.

The Family Plan covers the principal + spouse + children (maximum 5 members) and a single premium is paid. The whole benefits and limits of the covers provided under the family plan will be shared among all beneficiaries.

Yes, you can go to the nearest hospital to consult or send an email to the Assistance team for help with a list of hospitals closest to you.

Yes, you can cancel your policy and get a refund. However, an administrative surcharge fee will be deducted, this is 20% of your premium amount. Please note that cancellation and refunds are only applicable prior to policy commencement date.

Yes, as long as you have not already departed on your trip or filed a claim, and the policy commencement date is yet to kick-off.

Please contact us by sending an email to insure@axamansard.comto allow us assist

Once we receive your claim notification and all the required supporting documentation, we will begin our review. The completion date is subject to the nature of the claim and availability of all required documents, however medical claims are given priority. Please also note that reimbursements are processed after 20 working days of review and approval for settlement

Kindly send an email along with all required documents to the appropriate team for assistance.

Documents/Information to provide for Medical Emergency and medical repatriation:

• Travel Insurance certificate
• Medical Report
• Stamp exit date from Nigeria of the international passport page
• Medical Emergency and medical repatriation should be directed to servicemedical.ame@axa-assistance.ma

Please note that expenses related to delayed luggage, loss luggage, flight delay, and missed connection/departure should be directed to MarineAviation&GeneralAccidentClaims@axamansard.com while copying insure@axamansard.com

Documents/Information to provide for delayed luggage:

• Travel Insurance certificate
• Stamp exit date from Nigeria of the international passport page
• The indemnification proof of the I.A.T.A. affiliated Airline company
• The luggage Irregularity Report delivered by the Airline company
• Luggage delivery note

Documents/Information to provide for loss luggage:

• Travel Insurance certificate
• Stamp exit date from Nigeria of the international passport page
• The indemnification proof of the I.A.T.A. affiliated Airline company
• The luggage Irregularity Report delivered by the air carrier
• The luggage receipt clearly showing the weight of the luggage lost
• The originals of invoices for the expenses incurred during the delay

Documents/Information to provide for flight delay:

• Travel Insurance certificate
• Stamp exit date from Nigeria of the international passport page
• A copy of the ticket
• A copy of the boarding card
• The airline company’s compensation notice
• The originals of invoices for the expenses incurred during the delay

Documents/Information to provide for Missed Connection/departure:

• Travel Insurance certificate
• Stamp exit date from Nigeria of the international passport page
• Travel Details
• Missed / Delay Certificate
• Receipts (+additional travel costs if applicable)