Travel Insurance. Is your insurance company listening to you? Handbook on
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- Ophelia Bridges
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1 Is yur insurance cmpany listening t yu? If yur cmplaints have nt been addressed by yur insurance cmpany, please cntact t register yur cmplaints and track their status r yu may us at cmplaints@irda.gv.in Handbk n Travel Insurance
2 1. Abut this handbk Cntents: 1. Abut this handbk 1 2. Travel Insurance 2 3. Frequently asked questins 6 4. Plicyhlder Servicing TATs If yu have a grievance 11 This handbk is designed by the Insurance Regulatry and Develpment Authrity (IRDA) as a guide n Travel Insurance and gives general infrmatin nly. N infrmatin given herein replaces r verrides the terms and cnditins f an insurance plicy. Please apprach a duly licensed agent r a brker r an insurance cmpany registered with IRDA fr specific infrmatin regarding a plicy r fr any ther additinal infrmatin. 1
3 2. Travel Insurance special plicy fr Crprate Frequent Travellers etc. Travel Insurance ffers insurance prtectin while yu travel. Travel Insurance may be called by different names by insurance cmpanies. It is imprtant fr yu t check and understand whether the plicy cvers dmestic travel r verseas travel r bth. Travel Insurance prtects yu and/r family against travel related accidents, unexpected medical expenditure during travel, lsses such as baggage lss, lss f passprt etc and interruptin r delays in flights r delayed arrival f baggage etc. Yu must read and understand what the plicy yu are cnsidering exactly cvers. D ask yur insurer and/r agent r brker questins t clear all yur dubts and g thrugh the terms and cnditins f the cver thrughly. Travel Insurance nrmally ffers cver nly during a specific perid f travel. Hwever, sme insurance cmpanies may ffer varius cmbinatins f prtectin t cater t the specific needs f custmers e.g., there culd be a The Scpe f Cver and Benefits ffered by different insurance cmpanies wuld vary. Yu must shp arund t ensure that yu purchase a plicy that yu need. The fllwing are cvers that are generally prvided under Travel Insurancethugh the cmbinatin may vary. The list, hwever, is nt exhaustive. Medical Expenses with r withut cashless facility (mst travel insurance prducts ffer cashless facility) Persnal Accident Lss f Baggage Delay in Baggage arrival Lss f Passprt Travel Delay Repatriatin Transprtatin f dead bdy etc. 2 3
4 The Sum Insured ffered may vary and s wuld the premium rates, which wuld depend n the cuntry in questin, apart frm ther factrs such as Age, Perid Of Travel etc. Yu must g thrugh the exclusin clauses very thrughly. Ask yur insurer and/r agent r brker fr clarificatins wherever yu have a dubt. In general, the fllwing are nt cvered: lcal plice, embassy, transprtatin cmpany etc, as applicable. The insurer als shuld be ntified. Nrmally, every travel insurance plicy dcket will als cntain a claim frm as yu will be away in a distant place and may nt be in a psitin t btain a claim frm immediately. Pre-existing diseases War Risks Suicide and Insanity Hazardus sprts There culd be sme exclusins relating t persnal effects. It is very imprtant fr yu t understand what t d in case a claim situatin arises abrad. Generally plicies prvide htline numbers where intimatin f claim/s shuld be given. Yu must als ntify the cncerned authrities invlved eg, 4 5
5 3. FAQs n Travel Insurance Q. Is there a minimum duratin f perid fr purchase f travel insurance? 6 Q. Why shuld I buy travel insurance? Ans. T btain a visa fr sme cuntries, verseas travel insurance is cmpulsry. Even where it is nt, it is prudent t btain a travel insurance plicy when yu are travelling n business r hliday r fr educatin, research etc as medical treatment csts in many cuntries are much much higher than what they are in India and are unaffrdable. Q. Can I extend the perid f my travel insurance? Ans. Yu must check with yur insurer regarding this as it wuld depend n the plicy. Read yur plicy dcument and understand what it prvides. Mst plicies, especially verseas travel insurance plicies have a prvisin fr ne r even tw extensins. Ans. Generally there will be a minimum stipulated perid. Nrmally pricing f the plicy ges by the trip band i.e., the number f days f travel invlved and there wuld be a minimum trip band. Q. Is a medical check -up required t purchase a travel insurance plicy? Ans. Yu must check up with the insurer and/r the agent r brker abut medical tests required and reprts that are required t be submitted alng with the duly filled in prpsal frm. Check up abut the validity perid f such reprts as well nrmally reprts within three t fur weeks prir t departure are required. Q. D I need prir apprval f the insurance cmpany befre prceeding with medical treatment shuld the cntingency arise? 7
6 Ans. Please read the plicy thrughly and understand whether there are such requirements. Prir apprval wuld be required in mst cases thugh there culd be exceptins depending n the emergency invlved. Get this aspect clarified at the time f purchasing the plicy. Q. Wh is a Third Party Administratr? Ans. A Third Party Administratr is ne wh ffers claims services n behalf f the insurer. In mst cases, they ffer cashless facility. Yu must cnfirm details frm yur insurer befre yu travel. Ensure that yur plicy dcument has all the cntact details and ther relevant infrmatin related t the services ffered by the Third Party Administratr. Ans. In case yur travel desn t take ff and yu shw prf f the same, plicies wuld nrmally prvide fr premium refund subject t deductins twards administrative csts. Where travel is cut shrt, plicies may r may nt allw refund subject t certain cnditins. Yu must read yur dcument and understand whether there is such a prvisin and if s, hw it perates. Q. Is my visa status relevant t btain verseas travel insurance? Ans. In mst cases it wuld be. Nrmally, such plicies are meant fr travellers wh visit ther cuntries n business r hliday r educatin r ther purpses and nt fr thse residing permanently abrad. Q. Can I get a refund under my plicy if I cut shrt my travel? 8 9
7 Service General Plicyhlder Servicing Turnarund Times as prescribed by IRDA Prcessing f Prpsal and Cmmunicatin f decisins including requirements/issue f Plicy /Cancellatins Obtaining cpy f the prpsal Pst Plicy issue service requests cncerning mistakes/refund f prpsal depsit and als Nn-Claim related service requests Life Insurance Surrender value/annuity/pensin prcessing Maturity claim/survival benefit/penal interest nt paid Raising claim requirements after ldging the Claim Death claim settlement withut Investigatin requirement Death claim settlement/repudiatin with Investigatin requirement General Insurance Survey reprt submissin Insurer seeking addendum reprt Settlement/rejectin f Claim after receiving first/addendum survey reprt Grievances Acknwledge a grievance Reslve a grievance Maximum Turn Arund Time 30 days 10 days 10 days 30 days 6 mnths 30 days 30 days 3 days 5. If yu have a grievance: The Cnsumer Affairs Department f the Insurance Regulatry and Develpment Authrity (IRDA) has intrduced the Integrated Grievance Management System (IGMS) which is an nline system fr registratin and tracking f grievances. Yu must register yur grievance first with the insurance cmpany and in case yu are nt satisfied with its dispsal by the cmpany, yu may escalate it t IRDA thrugh IGMS by accessing In case yu are nt able t access the insurer s grievance system directly, IGMS als prvides yu a gateway t register yur grievance with the insurer. Apart frm registering yur grievance thrugh IGMS (i.e., web), yu have several channels fr grievance registratin-thrugh (cmplaints@irda.gv.in), thrugh letter ( address yur letter t Cnsumer Affairs Department, Insurance Regulatry and Develpment Authrity, 3rd Flr, Parishram Bhavan, Basheerbagh, Hyderabad:4) r simply call IRDA Call Centre at Tll Free thrugh which IRDA shall, free f cst, register yur cmplaints against insurance cmpanies as well as help track its status. The Call Centre assists by filling up the cmplaints frm n the basis f the call. Wherever required, it will facilitate in 10 11
8 filing f cmplaints directly with the insurance cmpanies as the first prt f call by giving infrmatin relating t the address, telephne number, website details, cntact number, id etc f the insurance cmpany. IRDA Call Centre ffers a true alternative channel fr prspects and plicyhlders, with cmprehensive tele-functinalities, serving as a 12 hurs x 6 days service platfrm frm 8 AM t 8 PM, Mnday t Saturday in Hindi, English and varius Indian languages. When a cmplaint is registered with IRDA, it facilitates reslutin by taking it up with the insurance cmpany. The cmpany is given time t reslve the cmplaint. If required, IRDA carries ut investigatins and enquiries. Further, wherever applicable, IRDA advises the cmplainant t apprach the Insurance Ombudsman in terms f the Redressal f Public Grievances Rules, Disclaimer: This handbk is intended t prvide yu general infrmatin nly and is nt exhaustive. It is an educatin initiative and des nt seek t give yu any legal advice. 12
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