Frequently Asked Questions

Travel Insurance is a comprehensive protection solution designed to safeguard travelers for unforeseen events occurring in accordance with the Policy period of coverage. It provides extensive benefits such as emergency overseas medical expenses and hospitalization, emergency medical evacuation and repatriation, covers travel inconveniences, in the event of cancellation, curtailment, or delay, and, baggage loss or delay, personal effects, and 24/7 travel assistance services.

While full details are set out in the Policy Terms and Conditions, coverage generally includes:

1. Emergency overseas medical expenses (including epidemics and pandemics)
2. Emergency medical evacuation and repatriation
3. Compulsory quarantine accommodation (where applicable)
4. Trip cancellation or curtailment due to unforeseen events
5. Flight delay, missed departure, and missed connection
6. Loss, theft or delay of baggage checked with an airline
7. Accidental death and permanent disability (in public transport)
8. Personal liability
9. Legal assistance and bail advance (where applicable)
10. 24/7 worldwide travel assistance services
11. Coverage is subject to the plan selected, applicable limits, and a maximum trip duration of 92 consecutive days

You must contact the Assistance Company immediately and prior to incurring significant expenses whenever possible. Key exclusions include:

What’s Not Covered?

1. Pre-existing medical conditions (unless specifically covered)
2. Non-emergency or routine medical treatments
3. Claims arising from high-risk or hazardous activities
4. Alcohol or drug-related incidents
5. Known circumstances existing prior to policy purchase
6. Claims submitted without prior approval where required
7. Full exclusions and conditions are detailed in the Policy Terms & Conditions.

You must contact the Assistance Company as soon as a covered event occurs and before incurring any significant expense whenever possible.

In case of hospitalization
Prior approval from the Assistance Company is required. In an emergency, you must notify the Assistance Company within five (5) days from the first day of hospitalization.

For all other claims
You must report the incident within fifteen (15) days from the date it occurred. The Assistance Company operates 24/7 and can be reached through the contact details provided on your travel certificate.
When reporting a claim, please provide:

• Your name and policy number
• A contact number
• A brief description of the event
• Any relevant supporting documents

Please note:

• Expenses incurred without prior approval may not be reimbursed.
• All required documentation must be submitted for the claim to be assessed.
• Being abroad does not justify delays in notification.

Full details are set out in the Policy Terms and Conditions.

You may submit your claim after returning to your Country of Residence, provided that the incident has been reported within the time limits set out in the Policy.

In case of hospitalization, the Assistance Company must be notified within five (5) days from the first day of hospitalization, and prior approval is required.

For all other claims, the incident must be reported within fifteen (15) days from the date it occurred.

You must retain all original invoices, receipts, and supporting documents, as these will be required to assess your claim.

Claims and supporting documentation should be submitted by email to the contact details provided on your travel certificate travel.axamansard@cover-edge.com

Please note:

• Expenses incurred without prior approval (where required) may not be reimbursed.

• Failure to submit the required documentation may result in suspension or rejection of the claim.

Full conditions are detailed in the Policy Terms and Conditions.

Yes. In fact, you are encouraged to contact the Assistance Company as soon as an insured event occurs and before incurring any significant expense whenever possible. The Assistance Company operates 24/7 and the contact details are stated on your insurance certificate.

In case of hospitalization, prior approval is required and the Assistance Company must be notified within five (5) days from the first day of hospitalization.

You may also visit www.axamansard.com for guidance on the claims process and contact information.

Please note that expenses incurred without prior approval (where required under the Policy) may not be reimbursed.

Full details are set out in the Policy Terms and Conditions.

Cancellation and Curtailment cover reimburses you, up to the limits stated in your Policy, for non-refundable travel and accommodation expenses if your trip is cancelled before departure or cut short after it has begun due to an unforeseen event.

Cover applies in the event of death, serious injury, illness, or complication of pregnancy affecting:

·        You (the Beneficiary);

·        A person travelling with you;

·        A Close Relative; or

·        A Business Associate.

As an exception to the general exclusions relating to epidemics or pandemics, this benefit may also apply in certain situations involving infectious diseases or official travel restrictions, as specified in the Policy Terms and Conditions. Please note that this benefit does not cover:

·        Airline operational cancellations;

·        Costs recoverable from airlines, travel providers, or other compensation schemes;

·        Reasons not listed in the Policy.

All claims are subject to Policy terms, conditions, exclusions, excesses, and benefit limits.

The Assistance Company is available 24/7 to support you during your trip. Contact the Assistance Company immediately using:

Telephone: +33 1 49 65 25 21

WhatsApp: +212 708 089 188

For claim notification email: travel.axamansard@cover-edge.com

If there is a life-threatening emergency, contact the local emergency services first, then notify the Assistance Company as soon as possible.

Please keep your travel certificate details available (name, policy/certificate number, contact number, and a brief description of the incident) when reaching out.

Coverage applies from the Policy inception date, as stated on your policy certificate, and remains valid for the Period of Insurance indicated therein.

Travel assistance and medical benefits apply to unforeseen incidents occurring during your trip outside your Country of Residence, within the geographical limits and maximum travel duration specified in your Plan.

Country of Residence refers to the country where you are a citizen or permanent resident and where the Policy is issued.

Under this Policy, the Country of Residence is Nigeria.

Full definitions are set out in the Policy Terms and Conditions.

Deductible (also referred to as the excess) is the portion of a claim that remains payable by you before the Insurer’s benefits become payable.

It may be expressed as a fixed monetary amount or as a number of days, depending on the benefit concerned.

For example, if your Policy includes an excess of USD 70 and your eligible claim amounts to USD 100, the Insurer will reimburse USD 30, and USD 70 will remain your responsibility.

The applicable excess for each benefit is specified in your Policy Schedule and further detailed in the Policy Terms and Conditions.

A pre-existing condition is any disease or medical condition that the Beneficiary suffered prior to the date of taking out the Policy, even if it had not been diagnosed at that time.

Pre-existing conditions are subject to the exclusions and limitations set out in the Policy Terms and Conditions.

Travel assistance coverage is valid outside Nigeria for the period of validity of the Policy. They apply from the first (1st) day of travel Abroad up to the ninety-second (92nd) consecutive travel day, even if the Policy was subscribed for a longer period or the Policyholder travels between countries.

If you remain outside your Country of Residence beyond the 92nd consecutive day of a single trip, the Policy will automatically become void for that trip, and no claims arising on or after the 93rd day will be payable.

Under the Student Plan, the maximum continuous trip duration is extended to one hundred and eighty (180) consecutive days, subject to the Policy Terms and Conditions.

Epidemics and pandemics declared by the World Health Organization are generally excluded. However, an exception applies where the Beneficiary falls ill with an infectious disease during the trip.

In such cases, cover may apply in accordance with the Policy for:

• Emergency medical expenses
• Emergency medical evacuation and repatriation
• Cancellation or Curtailment (where applicable under the Policy)
• Return of mortal remains

All benefits are subject to the Policy terms, conditions, limits, exclusions, and specific provisions relating to infectious diseases.

Yes, in some cases you may pay less for your travel insurance.

·        Children under 18 years old pay a lower

·        Groups travelling together can receive a discount, depending on how many people are travelling.

These discounts only reduce the price of the insurance premium. They do not change the coverage, benefits, or conditions of the Policy, which are set out in the Policy Terms and Conditions.

In accordance with the Policy Terms and Conditions, the following persons are not eligible to be insured:

• Persons under 3 months of age.
• Persons aged 86 years and above.
• Persons who are not permanent residents of Nigeria where the Policy is issued.
• Persons who have already started their trip before the Policy was issued.
• Persons intending to travel for more than 92 consecutive days (except under the Student Plan).

Persons undertaking physical or hazardous manual activities as defined in the Policy.

To qualify as a Beneficiary under the Policy, a person must be at least 3 months old and not older than 74 years at the time of issuance.

For the Student Plan, cover may be granted up to 35 years of age, subject to proof of student status.

Persons aged 75 years and above are not eligible for cover.

The Family Plan covers the persons whose names appear on the Policy certificate, namely the principal insured, spouse and children, up to a maximum of five (5) members, under a single premium.

The benefits and limits provided under the Family Plan are shared among all insured members, as stated in the Policy Terms and Conditions.

Yes, in case of a life-threatening emergency, you may go to the nearest hospital or medical facility for immediate care.

However, you must contact the Assistance Company as soon as possible and before incurring significant medical expenses especially in the event of hospitalization, as prior approval is required under the Policy Terms and Conditions.

The Assistance Company will then guide you and coordinate the appropriate medical care.

A premium refund is permitted only before the policy start date and solely in cases of official visa refusal, for which valid proof must be provided. Approved refunds will be subject to administrative fee deductions. No refund is granted for any other reason, including failure to undertake the trip.

Changes may only be considered before the Policy effective date.

Once the Policy has commenced, it cannot be extended or modified, in accordance with the Policy Terms and Conditions.

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

You must notify the Assistance Company:

• Within 5 days from the first day of hospitalization (for medical emergencies), or

• Within 15 days from the date of the incident (for non-hospitalization claims).

Notification should be sent to: travel.axamansard@cover-edge.com

Prior approval from the Assistance Company is required for:

• Hospitalization,

• Medical evacuation or repatriation,

• And any medical expenses that may require coordination or exceed routine consultation.

All supporting documents must be retained and submitted. The Assistance Company reserves the right to request additional documentation as necessary.

Failure to comply with these requirements may affect the claim assessment, in accordance with the Policy Terms and Conditions.

How are medical Pay & Claim cases processed?

For medical cases where you have paid the expenses upfront,

·        Once you submit your claim (via email, WhatsApp or phone), an initial assessment is conducted within 24 hours in line with the Policy Terms and Conditions, and supporting documents are requested.

·        After you submit the required medical report, it is reviewed by our Medical Direction. The medical report is assessed within 24 hours.

·        You will then be notified of the medical decision within 24 hours following the review.

·        If the claim is approved, the reimbursement amount is paid directly to your bank account within 72 hours, subject to the applicable Policy limits, excess, and conditions.

How are travel inconvenience claims processed?

·        After you submit your claim (via email, phone or WhatsApp), an initial review is conducted within 24 to 72 hours, and any required supporting documents will be requested in accordance with the Policy Terms and Conditions.

Once all necessary documents are received, a final assessment is completed within 48 hours.