Terms & Conditions

Terms & Conditions


Website www.travelner.com/vn-en (“Website”, “This Site”) is owned by Travelner Vietnam Co., Ltd (“we”, “Travelner”) with business registration number: 0316930918 issued by the Business Registration Office, Department of Planning and Investment of Ho Chi Minh City on July 6th, 2021.

This Website sets forth to the General Terms and Conditions of Service (“Terms and Conditions”, “Conditions”, “Terms of Use”) when you access this Site. Please read the Terms and Conditions carefully before using the Website. If you do not agree to these Terms, please stop using the Website and our services. Your use of this Website means that you have agreed to comply with our Terms and Conditions. The term “Customers", “Users” referred in these Terms include all individuals and/or entities accessing this Website for any reason. Customers must be eighteen (18) years of age or older to be authorized to use the Website.

Website Information

This Site displays information about travel locations, airfares, tours, packages, transportation, flight times and dates, foreign currency, schedules, information about Travelner, and many other things.

Most of this information is supplied to us by third-party providers including airlines, hotels, and transportation suppliers. Therefore, although we have taken reasonable care to ensure that this information is correct and up to date, we cannot check the accuracy of such information where it is provided to us by third parties. We accept no responsibility for information supplied to us by third parties. We recommend you confirm all information contained on or linked from the Site with the relevant third-party providers.

The provisions of these Terms have been translated to the Vietnamese version, and are provided for your convenience. There may be some difference between the English and the translated Vietnamese version, and in the event of any such discrepancy, such difference shall be deemed a translation error and the English version shall prevail. use. If in doubt about the accuracy of the information contained in the translation, please refer to the English version.


Travelner provides an online platform that helps customers browse flights from different airlines, and/or accommodation (where available), sightseeing services, and make reservations for those services. Users can make reservations for services offered by hotels, airlines and/or any other service providers (“Suppliers'') on the Website. By making a reservation through the Website, you can book flight tickets, hotel rooms, or other services. We will send a booking confirmation via your email. We reserve the right to refuse your booking as set forth below.

We do not endorse, and do not warrant, that all information provided is accurate, complete, appropriate or the latest available, and we are not responsible for any errors (including typographical and arrangement errors), obstruction (whether due to temporary and/or local damage, repairs or upgrades to the Site or other reasons), inaccuracies, confusion or miscommunication deviation or failure to transfer information. This includes all information on the Website or our other platforms in relation to aircraft type, seating arrangements, seat spacing, in-flight entertainment systems and Wi-Fi, or any other information regarding in-flight amenities.

This Website makes no claims and does not imply any recommendation or suggestion as to the quality of service or ratings of the Providers listed on the Website. We deny any claim, loss or liability for the quality or condition of an existing Supplier listed on the Website (which provides flights, hotels or other services). Providers may be presented in a different form of ranking based on criteria including but not limited to reviews, ratings or other factors. The ratings given are calculated based on automatic algorithms, which may be updated and changed from time to time, in our sole discretion.

We reserve the right to refuse any User or reservation (or in some cases, cancel a booking confirmation) at our sole discretion for any reason and without giving reasons for the rejection/refusal/cancellation. Reasons for denying the User or the reservation or canceling the booking confirmation may include, but are not limited to:

  1. Violation of these Terms, commercial or economic sanctions by global or national authorities, embargoes, prohibition regulations, fraud or theft (or suspected or suspected fraud) or theft);
  2. Suspected criminal activity, suspicious booking, unavailable service or no longer provided by the Provider;
  3. Users provide incorrect, false or misleading information, problems with exchange, information, credit card transactions;
  4. Inappropriate behavior;
  5. Threats, insults;
  6. Refusal to provide information, practical obstacles, difficulties or malfunctions in communication;
  7. Real Error (which is an error on the Website (for example in pricing terms) that no ordinary person would consider appropriate or meaningful in business. The paid amount will be refunded without any other charges in such case);
  8. History of violation of these Terms or being denied, or being on any “blacklist” or “watch list” of governments or international organizations.

In the event that a booking is refused or canceled by Travelner while the payment has been made, Travelner will refund the paid amount at no additional charge. We may delete or remove (“Remove”) a User's membership of this Website at any time, temporarily or permanently. Removed Users are prohibited from attempting to use the Site under any other name or through other Users.

Suppliers’ Rules and Restrictions

Additional terms and conditions of third-party providers will apply to bookings and purchases of travel products and services selected by the customer. Please read these additional terms and conditions carefully. The Customer agrees to abide by the terms and conditions of purchase as set forth by the third-party vendor that the Customer has chosen, including but not limited to payment of the full amount on due and subject to the rules and restrictions of the third-party provider regarding the availability and use of charges, products or services. We reserve the right to cancel a customer's subscription if full payment is not received on time.

Some hotel suppliers may require the Customer to present a credit card or a cash deposit to pay for additional charges during your stay upon check-in. That deposit has nothing to do with any payments or amounts owed for the hotel reservation.

Airlines and third parties providing travel services may change the prices, package details, tours, flights and other information displayed on the Website at any time. Therefore, all prices displayed on this Website are subject to change without prior notice. There are many factors that can affect the price such as currency exchange fluctuations, fuel surcharges, tax increases and airfares.

Fares are not guaranteed until your flights are ticketed. Prior to your form of payment being processed and accepted successfully, if there is a change in the price of air fare or any other change, you may be notified of this change and only upon such notification you have the right to either accept or decline this transaction. If you elect to decline this transaction, you will not be charged. After your flights are ticketed, all changes are subject to availability, additional fees, airline rules and regulations.

At the time of booking, customers will be informed of taxes, airport surcharges and other related surcharges (applicable at the time of booking). However, these amounts are subject to change prior to the customer's departure time.

Customers are obliged to provide all information about passport, visa, health information when requested. We can assist customers in providing such information, but it is our responsibility to ensure the accuracy, completeness and validity of the required information of passports, visas, and health conditions of the customer. Any fines, payments or costs incurred will be the responsibility of the customer in the event that such information does not meet the requirements of the government (except in the case of an error caused by us). If you need assistance with information related to visa, passport and other necessary documents for your trip, please inform us. We can assist customers with information about visa, passport and other documents required for the international flight you have booked. If requested, we can assist in obtaining a visa through a visa service agent and charge a fee. For online booking, customers can directly contact the appropriate visa agencies. We cannot guarantee the accuracy of the information provided by external service providers, and are not responsible for any loss or damage to the customer related to such information ( except in the case of an error caused by us).

Price Match Promise

Travelner aims at offering our customers first-class services at competitive prices. Therefore, we attempt to ensure customers’ best value of money with our Price Match Promise.

At Travelner, we won't be beaten on price. So within twenty-four (24) hours of booking, if you see a lower price (including taxes and fees) for the identical travel services available for booking on a Major OTA Competitor’s site, Travelner will match that price.

Special Considerations:

For airfares, the flight itinerary that beats our rate must be identical to Travelner’s flight itinerary. This means that each and every element of each offer matches including airline(s), flight number(s), itinerary, date(s), number of customers and seat type.

For other travel services, the following details of the product must be the same with our products including but not limited to room type, inclusions, vehicle type, time of departure and other terms.

Customers must ensure that the lower-price product is live on a competitor's site and is available to be booked at the time you contact us, as determined by our customer care representatives.

Our Price Match Promise does not apply to:

  • Membership program websites.
  • Corporate discounts or rates.
  • Group, charter, rewards program, incentive, meeting, convention, or consolidator special rates.
  • Products that are available only by using a coupon or other promotion not offered to the general public.
  • Military, student, government, tour operator, bulk, vacation package or "Web Only" rates.
  • “Opaque” tickets (where the airline booking details are unknown until after purchase) or tickets issued under a “bidding” or “auction” model.
  • Fare errors.

Should you find a better price and want to invoke Price Match Promise, please contact us via [email protected] or call our Customer Service to share your booking number and all the details of the lower priced product (name of the airline, flight, itinerary, date, number of customers, seat type and other required details stated above).

You will also be asked to share the URL or screenshots to support our customer service representatives in verifying the itinerary details. Customer service must be able to locate the lower rate itinerary from the information you provide and decide whether it follows our Price Match Promise terms and conditions. If the request is not verified, or for which you have provided incomplete information, we reserve the right to deny any claims. After verification, you will be given the choice to keep your itinerary with a refund of the difference in total price or a full refund if you prefer cancelling your booking.

Service fees

In addition to prices and fees set by travel providers, Travelner applies our service fees as described below. All Traveler fees in the Vietnam market are in Vietnam Dong (VND), charged per passenger, per ticket for flights; per room, per night for hotels; and per person for tours and other services. All fees are non-refundable and subject to change without prior notice.

The total fee will be converted in the currency you choose to pay at the current exchange rate. Banks or online payment service providers may add a payment processing fee and this cost is borne by the customer.

Please refer to our Terms and Conditions for more details.


Online flights booking fee International and Domestic FREE or subject to airlines’ regulations
Online hotels booking fee All hotels Included in the price
Car rental service fee All car rentals Included in the price
Tour booking service fee All tours Included in the price
  • Unless otherwise specified for each particular flight booking request, the E-ticket will be issued and sent to the customer's email address as soon as the payment is completed, and the Travelner verifies the payment successfully.
  • When a Customer requests assistance with on-demand booking through Customer Service, a service fee may be higher than the service fee charged for the above online transactions. This service fee can range from 200,000 VND to 1,000,000 VND per passenger.



We can help you change your booked flight for free of charge as long as your ticket has not been issued yet. But new airfare prices will be applied at the time of change depending on the new flight date, time, class, route, or destination.

If your ticket has been issued, the change service fee will be charged on top of the fees incurred by the applicable airline as stated and non-refundable.

Changes to Existing bookings Air - Economy Air - Business/First-class
Charges per passenger per ticket Domestic International Domestic International
After e-tickets are issued VND 200,000 VND 1,000,000 VND 200,000 VND 1,000,000


  • Please refer to our Fare Rules before doing any transaction as most airline tickets are non-refundable, no name change is allowed on the ticket. Some tickets cannot be changed.
  • All charges incurred for redemption or cancellation of tickets paid for by credit card may include a credit card surcharge set by the bank or card issuer.
  • Airline fees also apply where a booking is changed and when tickets or documents are re-issued. Where we incur any liability for an Airline cancellation fee for any booking which you change or cancel, you agree to indemnify us for the amount of that fee. Where you seek a refund for a cancelled booking for which payment has been made to the Airline, we will not provide a refund to you until we receive the funds from that Airline.
  • You cannot exchange the ticket from one airline to another.
  • Some airlines will not allow the ticket to be reused if the original reservation was NOT cancelled within their designated timeframe.
  • Travelner does not control the fees set by the airline and has no authority to waive them.

Cancellation Request

Cancellation & Refunds Air - Economy Air - Business/First-class
Charges per passenger per ticket Domestic International Domestic International
After e-ticket are issued VND 500,000 VND 1,500,000 VND 500,000 VND 1,500,000
** The above service fee is charged on top of the charges incurred by the specific airline or ticket booking terms.


  • All Airline Refunds/Future Credits are subject to each airline fare rules, policies and procedures
  • Most of our airline tickets are non-refundable. Only available if our Travel Suppliers' fare rules allow cancellation and refunds, and we have accepted your request for a refund, you are not a "no show" (most "no show" bookings are in-eligible for any waiver from suppliers for refund processing), and if we are able to secure waivers from suppliers to process this requested cancellation and refund.

Special services

Travelner are able to help you request additional services with the airlines to make your trip more memorable. Please find below the list of services and fees that are charged on top of the applicable airlines’ fees.

Special Services Fee per person per way
Passenger Name Misspelling VND 200, 000
Baggage Related Service VND 200, 000
No-Show Services VND 200, 000
Denied Boarding Services VND 200, 000
Duplicate Booking Services VND 200, 000
Advanced Seat Selection VND 100,000

Please note

  • All Services noted are an On Request Basis ONLY and are subject to each Airline's review and approval process along with their fare rules, policies, and procedures.
  • Name Misspelling means a passenger's name on their airline ticket does not match their passport or other universally accepted government ID.
  • Baggage - Please retain all receipts and baggage tags.
  • No-Show - Documentation advising why you were unable to make your scheduled departure will be required.
  • Denied Boarding - Documentation as to why you were denied boarding of your scheduled departure will be required.
  • Duplicate Tickets - Copies of all tickets, reflecting the exact same itineraries booked with us will be required in order to process a refund request.

Change or Cancellation of Hotels

For change, cancellation or refund requests of hotel bookings, the collected Travelner booking service fees will not be refunded. Travelner will charge a hotel room change and cancellation service fee of up to VND 300,000 for each request and does not include the change or cancellation fee applied by hotel partners or suppliers.

Change or Cancellation of Car Rentals

For change, cancellation or refund requests of car rental orders, the collected Travelner car rental service fees will not be refunded. Travelner will charge a service fee for changing and canceling a car rental order up to 200,000 VND for each request and does not include the change and cancellation fee applied by the providers for the booked service.

Change or Cancellation of Tours

For day tour services, collected Travelner booking service fees are non-refundable. Travelner will charge a service fee for changing and canceling tour orders up to 200,000 VND for each request and does not include the change and cancellation fee applied by the supplier for the booked service.

For change, cancellation, refund requests of package tours combined by air ticket, hotel, car rental services, change and cancellation fees will be applied in combination of applicable fees on services.

Other services as requested

Travelner can provide other travel services as requested such as Travel Insurance, Visas to other countries or VIP Support Service packages. Please read the specific Terms and Conditions for each service carefully and contact our Customer Service for further information.

Additional charges from hotels

Please note that all prices for hotel reservations provided through our Site are based on your selections, such as for the requested period of stay and number of guests, unless otherwise specified. Hotel prices are quoted per room and per night, unless otherwise specified. You are responsible for verifying whether your selection and any additional requests or services are reflected in the price displayed on the Site.

Breakfast is usually not included, unless otherwise stated. Hotel resort fees and other mandatory costs (see description below) and local taxes, tourist, or occupancy charges (if any) will be paid by you and are usually not considered in the Hotel Prices unless otherwise stated. You are responsible for verifying any explanations or policies provided by the hotel on the Site. Insurance of any kind is not included in the Hotel Prices, unless otherwise stated. The standard hotel room reservation is for one or two guests; an additional charge will usually be required for an extra bed. The hotel can refuse to accept additional guests if not notified in advance.

Please note that some hotels may charge you a resort fee but may require additional charges (or the like) to use certain services. The resort fee is usually not included in the Hotel Prices; more details will be included in the hotel’s description on the Site. You may also be charged directly by the hotel for products and services including but not limited to: energy surcharge, baggage handling fees, the cost of delivery of newspapers, in-room security costs, travel/tour fees, or the cost for cleaning the rooms under extraordinary circumstances. This practice of additional hotel charges is beyond Travelner’s control.

Optional incidental expenses and personal consumption charges (such as those incurred during the Hotel stay) are not usually included in the Hotel Price. Such charges include but are not limited to: parking fees, in-room minibar charges, telephone charges, room service, food and beverage costs, special (gala) dinner costs, movie rentals / movies-on-demand, and Internet usage costs. During certain peak holiday seasons, some hotels may make their special dinners compulsory (such as for the New Year, Christmas, Chinese New Year and other events). Such charges are not included in the room rate but will be displayed on the booking form. Please refer to more details listed under "Hotel Information", "Requirements Booking", "Cancellation Policy" or similar headings on the Site. If you are unsure whether or not a charge is included in the tariff, please contact Travelner Customer Service to clarify.

Certain hotels may add fees for transport or transfer to and from the airport (like in Maldives, you may need to travel between islands in order to reach the hotel). Travelner does not arrange any transport and is not responsible for such transport service. You agree that Travelner is not responsible for the quality, safety, frequency or service level of the transportation services, and for any loss or damage that may result from the use of such transportation services.

In some jurisdictions, hotels may be required by law to directly collect occupancy tax or local city tax from guests. Government authorities may also declare additional taxes and may require the hotel to collect such taxes directly. You agree to pay any and all of such taxes/costs to the hotel directly upon checkout, unless otherwise specified. If you have any questions, please contact Travelner Customer Service regarding any additional costs that may be included in the Hotel Price.

Additional charges and refunds

Each price listed on the Site is only available with certain conditions and these prices may change depending on the availability of booking, length of booking and/or other factors. Available prices can include additional taxes and other charges, but in certain circumstances it may not include taxes and other service charges;

You agree that you are responsible for verifying the total cost to be paid and other terms and details when the confirmation email is sent. You must verify the booking on the booking sheet;

You may cancel the booking at any time before the final confirmation is done. Any additional costs due to the use of credit cards or inter-bank fees charged for the shipping fees will be charged to you. If there is a discrepancy in the amount paid, Travelner will provide an email notification of the amount to be paid by you. In the event that you cancel the booking before paying in full any existing shortcomings, Travelner will refund the amount paid or, subject to any applicable rights you may have at law, refund an amount reduced by the reasonable costs incurred by Travelner as a result of the non-payment.

If you have any questions about the Services, you can contact Travelner Customer Service (in our working time).

Travelner is not responsible or liable for any cancelled issuing of e-tickets, e-vouchers, or other transactions caused by inaccurate transfer amounts, or exceeding the time limit for transfers or any payment that is not being made directly to Travelner’s bank account or Travelner payment channels.

Travel Insurance

It is a common requirement for travellers to possess valid travel insurance for their overseas vacations. Insurance should cover all personal accident and medical expenses, evacuation and repatriation, baggage losses, and cancellation or curtailment of their holidays. Travelner strongly recommends you purchase adequate travel insurance for your entire trip. Insurance attached to credit cards usually has very limited coverage.

We recommend you read your travel insurance terms and conditions carefully to ensure you understand clearly its coverage. Changes to your travel plans may require changes to your coverage, so please ensure you always confirm with your insurance provider that your policy’s coverage is adequate.


We may offer lower prices and/or promotions from time to time.

  1. Travelner may issue some promotional codes, to be used when customers make online bookings. Some Travelner promo codes can only be used when booking by phone or through our call center.
  2. Sign up for our newsletter to receive promotional codes via email.
  3. The maximum discount from all Travelner promo codes is our Service Fee and/or "Customer Service" fee (up to 70%).
  4. Travelner promo codes are non-transferable, non-saleable and non-exchangeable, and have no cash value.
  5. To receive the discount, the customer must enter a valid promo code in the promo code link on the checkout page. If the code is not entered, the discount will not be applied and has no value. If the code is not accepted or the coupon link is not available due to a technical error, you have the right not to purchase the product or service, but in any case, the promotion will not be applied after the purchase.
  6. Promo code offers may be modified or withdrawn at any time without notice, even if other Websites are displaying similar offers.
  7. For all technical defects, the customer has no right of recourse except the right not to purchase.
  8. If the offer is revoked, the promo code will become invalid and the Website and system will not accept the promo code when entered. This is the final decision at that time. The customer has the right to continue buying at the original price or stop purchasing.
  9. The final price displayed (with or without promo code) will be the amount payable/shown on the invoice and no credit/discount will be applied after purchase for any reason.
  10. Traveler promo codes cannot be combined with other offers.

We reserve the right to decline any transaction if there is an error in the promo code value, even after the booking is created and the booking invoice is issued.

Service delivery process

Affiliate partners who have signed a cooperation contract or service contract with Travelner Vietnam Co., Ltd. are in charge of providing information, images, content about their products and services for posting on the Travelner.com website.

Travelner is only an intermediary between buyers and sellers, not the direct service provider to customers. Products on Travelner.com are intangible services, so they will not be delivered to customers. The Partner is fully responsible for the settlement of Customer's complaints and disputes related to the Products provided by the partner on Travelner.com.

After the customer has successfully paid, Traveler will send a booking confirmation email within 48 hours, with the following information:

  • Reservation Code;
  • Customer Name;
  • Travelner Reference;
  • Booking Information.
  • Electronic Tickets or Vouchers

Customers can pay for tourism services and products in the following forms:

  • International credit cards (Visa, Master Card, JCB...)
  • Bank transfer
  • Electronic wallet
  • ATMs issued by domestic banks

Customers use the order code with registered details to use the service at the service provider's headquarters.

Order confirmation/cancellation and exchange process

3.1. Confirmation process:

Right after completing the order payment procedure on the website Travelner.com, customers will receive an email confirming booking information/schedule, and an email sending booking code/e-ticket.

3.2. Process of product refund, cancellation and exchange:

Refund, cancellation and exchange policy is applied to travel products and services posted on the website travelner.com. Some types of tickets are either No Refunds or Exchanges, depending on the service provider's regulations. Travelner only accepts cancellation and refund requests if our partners' regulations allow it, and we claim no responsibility from processing cancellation and refund requests. In addition, cancellation and refund requests are only accepted when the customer is NOT in the "no-show" category.

Refer to our Refund Policy for more details.

To refund, cancel or exchange products and services that customers have purchased on Travelner.com, please contact our Customer Service at Hotline 1900638352 or email [email protected].

3.3 Dispute and complaint settlement process:

In the event of a dispute or complaint, the service provider is responsible for dealing directly with the Customer's complaints. Travelner only plays the role of guiding and supporting Customers. When receiving a customer's complaint about the services that the customer has ordered on Travelner.com, we will contact the service provider to request an explanation of information and settlement. those complaints.

Customers contact our Customer Service Department directly via Hotline or Travelner's email to submit Complaints. After receiving your complaint via phone or email, we will review the request and forward the complaint to the service provider.

Within 3 working days, if we have used all communication methods but cannot contact the service provider, we will terminate cooperation with that provider, and terminate the contract signed and publicly announced on Travelner.com.

All complaints should be sent to:

Payment procedures

Banks or card processing service providers Travelner work with may charge some additional basic transaction fees for payments of travel services booked with Travelner. We do not collect any taxes other than the price shown. Taxes incurred will be the responsibility of the customer.

The total cost for the reservation service will be displayed in VND. Fees for exchange, refund, and cancellation services will be charged per ticket per passenger. If payment is not made, we reserve the right to cancel all reservations or void the booking process.

Customers can pay for services booked on Travelner.com by the following methods:

  • Bank transfer
  • Pay by e-wallet
  • Pay online through payment gateways
  • Pay by credit or debit card (Mastercard, Visa, JCB, American Express)
  • Payment by domestic cards issued by Vietnamese banks.

When making payments, customers must comply with the regulations of Travelner and/or our payment partners to ensure safe and successful transactions. Refer to the Payment Guidelines for more details.


  1. We will collect and process your personal information, such as your name, electronic mail (e-mail) address, and your mobile phone number when you register to set up an account. You must provide us with accurate, complete, and latest information and agree to provide us with any proof of identity that we may reasonably request.
  2. Only you can use your own account and you represent and warrant that you will not authorize any other party to use your identity or your account for any reason, unless permitted by Travelner.
  3. You cannot assign or transfer your account to any other party.
  4. You must maintain the security and confidentiality of your account password and any identification we provide to you. In the event of any disclosure of your password, in any way whatsoever resulting in any unauthorized use of your account or identity, order(s) received from such unauthorized use shall still be considered as valid orders and we will process such order(s). Subject to any rights you may have at law, you hereby declare that Travelner is not responsible for any loss or damage arising from the misuse of your account.
  5. If you no longer have control over your account, you are required to immediately notify us (e.g., your account is hacked in any way or your phone is stolen) so we can temporarily block and/or inactivate your account. Please note that you are responsible for your use of your account and may be liable for your account even if your account is misused by others.
  6. Travelner has the full right to temporarily block, delete, or deactivate your account at our sole discretion and for any cause without giving reasons for blocking, deletion, or deactivation of your account provided that this will not affect our obligations to provide any Services that have been purchased by you prior to that time (unless we also cancel those Services as permitted by these Terms). The reasons for blocking, deletion, or deactivation of your account may include but are not limited to:
  1. breach of these Terms,
  2. prohibitions in laws or regulations,
  3. fraud or theft (or indication or suspicion of fraud or theft),
  4. suspicion of criminal activity,
  5. suspicious ordering,
  6. you are providing inaccurate, erroneous or misleading information,
  7. your inappropriate behavior, threats, or insults,
  8. refusal to provide information,
  9. practical impediments,
  10. communication difficulties or breakdowns, or
  11. you are listed on any “black lists” or “watch lists” by governments or international organizations.


Welcome to the Travelner Rewards Program (the "Program"). As a member of the Program, you will be able to earn Travelner Rewards Points ("Points") every time you make a qualifying purchase from Travelner. If you do not agree with any part of these Terms & Conditions, you must opt out of joining the Program and not use any Points.

By enrolling in the Program, you agree to the following:


Only residents who are over eighteen (18) years of age and have provided Travelner with a valid email address are eligible to become Program members and earn Points. You automatically become a member when you create an account on Travelner unless you opt-out of the Program. The Program is void where prohibited by law of the customer's residence, and is subject to change as may be necessary to comply with such laws or regulations.

Your Account

When you sign up your account will automatically be tied to your email address or a unique loyalty account number and you will be automatically enrolled in the Program. When you are logged into the Site you will be able to see the total amount of Points in your account, when the Points were earned as well as what Points have been redeemed.

Collecting Points

For every dollar (US$1) or equivalent amount you spend with Travelner on flights and ancillary offerings such as flight upgrades and baggage fees that are purchased in the same transaction as your flights, you will earn one (1) Point. Qualifying purchases can be made online at Travelner.com, Travelner apps or over the phone. No Points will be provided for purchases of stand-alone ancillary offerings. Except where required by law or provided for in these Terms & Conditions, Points have no cash value. Points have no exchange rate to any market currency.

Travelner will attempt to credit your Account with the awarded Points on a timely basis, usually thirty (30) days after the booked travel was completed. However, you have the responsibility of making sure that your Points are properly credited. Please retain copies of your purchases for your records. Any claim for Points not credited accurately must be received by us within six (6) months of the date of claimed accrual of such Points.

Points may also be awarded to you by Travelner as a goodwill gesture in the context of customer service (e.g., courtesy waiver of applicable fees). To avail yourself of these courtesy points, you will need to sign up to our Points program on our website.

Points Expiration

In general, Points will not expire as long as a Qualifying Purchase was made through your Travelner Account at least once every two (2) years. "Qualifying Purchase '' means a Points-eligible booking that has been completed. Points on your Account shall expire if no Qualifying Purchase was made through your Account for the preceding two (2) year period; however, Points awarded as a customer service courtesy will expire on the expiration date assigned to them and should be redeemed before the assigned date.

Redeeming Points

Points can be redeemed for products and/or discounts offered online at Travelner.com, Travelner app or by calling Travelner. The number of Points required to redeem for a product will be shown online at Travelner.com. Travelner reserves the right in its sole discretion to change the products offered as well as the number of points needed to redeem a product at any time. Travelner also reserves the right to limit the quantity of Points an account may redeem in a single transaction. Gift cards redeemed through the Program must be fulfilled online. All gift cards are subject to the issuer's own Terms & Conditions. At Travelner's discretion the Program may also allow you to use Points to get a discount off of certain types of travel or travel-related items booked on Travelner.com. Users are able to use the Points to make purchases that benefit third parties.

Participation in the Program

Travelner reserves the right at any time to limit Program enrollment. We may discontinue your membership and void or cancel your entire Points balance if you do not meet the Program eligibility requirements or any Points in your account are issued, received, or redeemed through fraud or theft, or otherwise illegally, or not as authorized in these Terms & Conditions.

Member Obligations

You agree not to misuse Program privileges by conduct which is detrimental to us, including without limitation: attempting to accrue Points or redeem Points in a manner inconsistent with our policies or the intent of these Terms & Conditions; having multiple accounts; or participating in purchasing or redemption fraud. Points may not be shared or transferred.

The Program May be Suspended, Changed or Terminated

Travelner reserves the right, at its sole discretion and without prior notice, to suspend, change or terminate the Program, in whole or in part; to modify, limit or suspend the use of or redemption of Points in any respect; to modify or change redemption procedures, including the number of Points required for particular reward; to modify, limit or suspend the collection of Points, including but not limited to imposing time limits and changes in Points values. We may make these changes even though the changes may affect the value of Points already accumulated at any time and from time to time.

You understand and agree by participating in the Program that we can make these changes at any time, with or without notice. However, we may give you notice of changes to the Program by posting an updated version of this page via email. Travelner reserves the right to terminate the program with six months' notice, without compensation. This means that regardless of the number of Points you accumulate in the Program, your right to accumulate and redeem Points can be terminated six months after we give you notice.

You should not rely upon the continued availability of the Program, or any earning or redemption offers, merchandise or other offers made in connection with the Program. All merchandise and/or offers are available while supplies last and are subject to change and/or revocation without notice.

If you have any questions regarding the Program, we can be contacted by email at [email protected].

The Rewards Program is owned and operated by Travelner Vietnam, LTD and/or its affiliates. Travelner reserves the right to cancel, modify, restrict, waive or terminate the Rewards Program or any aspects or features of the Rewards Program. Points accumulated under the Rewards Program are not transferable, are not redeemable for cash, and may not be used for gift-giving purposes. You acknowledge that the points earned under the Reward Program Terms have no value and that the points are purely promotional and are provided without the payment of any consideration or other thing of value. Unless and until points are redeemed in accordance with these Rewards Program Terms, you have no right, title or interest in the points.

Intellectual Property

The material contained on this Site, including (without limitation) the software, design, text, and graphics (including trademarks) comprising this Site and the selection and layout of this Site, are owned or licensed by us and are protected by international intellectual property laws, including copyright.

You may use the Site only for your personal and non-commercial purposes. Except to the extent permitted by relevant copyright legislation, you must not use, copy, modify, transmit, store, publish or distribute the material on the Site, or create any other material using material on the Site, without obtaining our prior written consent.

Trademarks (whether registered or unregistered) and logos must not be used or modified in any way without obtaining our prior written consent.

The Site, including trademarks, service-marks, business names, company names, logos, trade-names, get-up (trade dress), products, technology, and processes contained in this Site may be the subject of other intellectual property rights owned by us or by third parties. No license is granted in respect of those intellectual property rights other than as set out in these Terms. Your use of this Site must not in any way infringe the intellectual property rights of any person in any jurisdiction.

Complaints about Infringement of Intellectual Property Rights

If there is evidence of an infringement of your Intellectual Property Rights, you or your representative (collectively, the "Sender") may submit a notice with the details listed below:

  • Name and address of Sender;
  • In case the Sender is not the owner of the Intellectual Property Rights or the exclusive holder of the Intellectual Property Rights, the name and address of the owner of the Intellectual Property Rights is required;
  • Phone number, fax number (if any) and Sender's email address;
  • Details sufficient to demonstrate an infringement of intellectual property rights, including the online address of the electronic copies;
  • Sender's request to remove or disable access to the electronic copy or infringing version;
  • A statement that the Sender finds in good faith a breach of the evidence;
  • A statement that the information provided in the notice is accurate;
  • A statement that Sender (a) is the owner or exclusive holder of the intellectual property rights that are being infringed; or (b) have legal permission to act as the sole owner or holder.

We will review and process notifications in accordance with the above requirements and in accordance with the laws of Vietnam.

You agree to indemnify and hold us harmless from any loss or damage that may result from fraud, forgery or alleged infringement of intellectual property rights.

Your Use

You must only use this Site for lawful purposes and responsibly and cooperatively. Any breach of these Terms by you will result in legal action being taken by us against you.

You must not:

  • Use another's personal information, including name, log in details or password without permission;
  • Make any fraudulent, speculative, or false enquiries, bookings, reservations, or requests using the Site;
  • Use the Site while impersonating another person;
  • Post or transmit to or via the Site any unlawful, threatening, defamatory, libelous, obscene, indecent, inflammatory or pornographic material or any material that could give rise to civil or criminal proceedings;
  • Tamper with, hinder the operation of or make unauthorized modifications to the Site; delete data from the Site without our permission;
  • Knowingly transmit any virus or other disabling feature to the Site;
  • Breach any third party's rights (including intellectual property rights and obligations of confidentiality owed to third parties) or infringe any laws in any jurisdiction in using this Site;
  • Frame this Site as part of another site or cache this Site for commercial benefit; commit any act that may amount to a criminal offense or civil breach of any other jurisdiction;
  • Attempt to do any of the above acts; or
  • Knowingly permit another person to do any of the above acts.

Interactive Facilities and User Content

The functionality provided on the Site may include interactive communication facilities such as travel blogs, discussion groups, and other communication forums where individuals may submit or post reviews of travel experiences, travel plans, comments, and other information (collectively, “Interactive Facilities”).

You are solely responsible for your use of any such Interactive Facilities and agree that you use them at your risk.

You agree that by submitting, posting, or otherwise providing any message, travel blog, data, information, recommendations, opinions, reviews, news articles, directories, guides, text, music, sound, photos, video footage, art, illustrations, imagery, design, graphics, logos, audio clips and images, code or other materials (“Content”) to or through the Site (including by using Interactive Facilities), You:

  • Grant to us and our affiliates (including, without limitation, our related entities) a worldwide, non-exclusive, royalty-free, perpetual, transferable, irrevocable and fully sub-licensable right to use, reproduce, modify, adapt, translate, distribute, publish, broadcast, communicate, create derivative works from, publicly display and perform such Content throughout the world in any media, for any purpose whatsoever, including, without limitation, a commercial purpose, without any compensation or remuneration to You (“Licence”);
  • Expressly acknowledge that we may sub-license our rights under the Licence to third parties who may make use of the Content consistent with the Licence including, by way of example, on websites, in a written publication, a compilation of works, training materials, film, television program, script or screenplay of either ourselves or a third party expressly authorized by us;
  • Grant us and our affiliates and sub-licensees the right to use your name or any other name that you submit in connection with such Content, at our discretion;
  • Waive any entitlement to any moral rights you may have as an author of the Content (and warrant that you have obtained a waiver of moral rights from any person who may have such rights in the Content); and
  • Agree that we are under no obligation to treat the Content as confidential or private information.

At our absolute and unfettered discretion, we reserve the right to remove, screen, edit or refuse to post without notice any Content submitted to, posted, or stored on the Site at any time and for any reason. We do not accept any responsibility or liability for any Content posted, stored, or uploaded by You or any third party, or for any loss or damage to any such Content. We do not accept any responsibility for statements, representations, or other Content provided by You or other users of the Site, including individuals using Interactive Facilities. We reserve the right to disclose any Content as necessary to satisfy any applicable law, regulation, or lawful request. You shall be solely liable for any damages resulting from any infringement of copyright, trademark, or other proprietary or other right or loss or damage in connection with your use of the Website and submission of Content.

For the avoidance of doubt, these Terms do not restrict your rights to re-use Content you have posted or otherwise provided to or through the Site.

Use Restrictions

By continuing to use the Website, you agree that:

  • Do not use the Website or the Content for illegal or unauthorized activities.
  • Do not use any equipment, software, or other technologies that may interfere or intentionally interfere with the operation of this Website.
  • Do not use this Website or its Content for commercial purposes.
  • Do not seek, create, inquire, use or submit automated elements or other forms of technology to collect or obtain information from this Website, or otherwise interfere with this Website.

Your Warranties

You warrant that:

  • You are of sufficient legal age to use this Site and create legal binding obligations for any liability you may incur as a result of using this Site;
  • You are responsible (financially and otherwise) for all uses of this Site by you and those who access this Site using your login details, including your password; and
  • The information you supply via the Site will be accurate and not misleading, deceptive, or likely to be misled or deceived.


You indemnify us and our officers, employees, and agents against all losses, costs, damages, claims, and expenses arising from:

  • Any breach of these Terms by you;
  • Any act or omission by you or an officer, employee or agent of you; or
  • Any claim, action, demand, or proceeding by a third party against us or our officers, employees or agents caused or contributed to by you or an officer, employee, or agent of you.

Your Privacy

We will handle your personal information in accordance with the terms and conditions set out in our Privacy Policy , which is posted on the Site.

We and our third-party providers of travel and travel-related products and services may disclose your personal information to others where directly connected with facilitating your travel arrangements and bookings and the provision of travel services and products. For example, we may disclose your personal information to airlines, hotels, car rental companies, and other service providers in facilitating your travel arrangements.

At all times we retain the right to monitor, retain and disclose any information as necessary to satisfy any applicable law, regulation, legal process or governmental request.

We may disclose aggregated information about users and use statistics relating to the Site and aggregated information about our sales and trading patterns to others.

Governing Law

These Terms are governed by and interpreted in accordance with the Laws of Vietnam.

Limitation of Liability

You use this Site at your own risk.

This site is provided by us on an "as is" basis. We do not warrant or represent that the content of this site is accurate, up-to-date or complete, or that it does not infringe the rights of any third parties. We make no representations or warranties of any kind with respect to the site, its contents, or any of the products or services supplied through the site. To the maximum extent permitted by law, we disclaim all implied representations and warranties including, without limitation, implied warranties that the products and services offered and supplied through the site will be of merchantable quality, fit for any purpose, or will comply with any descriptions on the site or samples.

To the maximum extent permitted by law, we (including our officers, employees, shareholders, or other representatives) are not liable for any loss or damage, however, caused (including negligence), which may be directly or indirectly suffered, in connection with your use of or inability to access this site or the purchase and use of any products and services supplied via this site. This limitation of liability (whether arising under contract, tort (including negligence) or statute) applies to all damages of any kind including compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property, personal injury and claims of third parties.

In the event that our Site fails to operate or causes you loss or damage, your sole remedy is the refund of any money that you paid to us to use this Site.

Your access to and use of this Site is subject to factors beyond our control. We do not represent or warrant that this Site, the server that makes it available, or any of the products or services supplied through this Site will be free of errors, viruses, or defects or that the service will be uninterrupted or timely. Because of the nature of the Internet, we do not warrant that this Site will be secure and we will not be liable for any disruptions to the Site. We do not represent that any of the travel products and services set out on the Site will be suitable for you. You release us from any claims in relation to the travel products and services described on the Site, including but not limited to claims that the travel products and services are not suitable.

The travel products and services offered and promoted via the Site are products and services of third parties. Our role is to facilitate your travel arrangements, including processing your bookings and making payments. We are acting as an agent for third-party providers. Your legal relationship in respect of the third party products and services is with the relevant third-party provider.

If any warranties are implied by law that cannot be excluded, then our liability for breach of such warranties is limited, at our option, to:

  • In the case of products:
  • The replacement of the products or the supply of equivalent products;
  • The payment of the cost of replacing the products or acquiring equivalent products;
  • In the case of services:
  • The supply of the services again;
  • The payment of the cost of having the services supplied again.

Force Majeure

Travelner shall not be liable for any non-performance or violation of these Terms, such as for transaction failure, restricted access to the Site, or any damage or harm to users caused by any act or condition beyond the reasonable control of either you or us (“Force Majeure Event”).

Force Majeure Events include but are not limited to natural disaster (floods, earthquakes), epidemic, riot, a declaration of war, war, military action, terrorist action, embargo, sanctions, changes in laws or regulations, lightning, hurricanes/typhoons/ cyclones, labor strikes, demonstrations, airline or hotel bankruptcy or insolvency, and cyber-attacks.

Travelner shall not be responsible for any damages or losses caused by any means to any party because of the Force Majeure Event.


We may link our Site to other sites on the World Wide Web. We are not required to maintain or update these links. These links are provided for your convenience only. It does not mean that we have reviewed these sites or that we endorse them. We are not responsible for the content of other sites, even if we link to them and we are not recommending these sites or their products or services to you.

We make no warranties and accept no liability if you suffer any loss or damage in relation to material contained on external sites or using another's product or services.


Our third-party providers’ online booking facilities utilize Secure Sockets Layer (SSL) encryption to ensure the security of all online booking transactions. SSL encryption is automatically enabled whenever the user submits confidential information to us via the Internet.

Within Travelner's online booking facilities, there are two methods of transmitting credit card information to the booking; either the user submits their details during the booking process or, if the user has an existing profile, the information is sent directly from our profile database into the booking, bypassing the Internet entirely.


A cookie is a small piece of text that is placed within the memory of a computer and can be later retrieved by web page servers. We use cookies to enhance your interaction and convenience with our website and do not use cookies to record any personal information.

This Site may store cookies on your web browser in order to improve service for you on your subsequent visits to the Site.

By using cookies, websites can track information about visitor’s use of the Site and provide customized content. Most web browsers can be configured to notify the user when a cookie is received, allowing you to either accept or reject it. You may also inspect the cookies stored by your web browser and remove any that you do not want.

If you disable the use of cookies on your web browser or remove specific cookies from this Site or linked sites, then your use of the Site may be restricted.


Except as otherwise specified, we may amend these Terms at any time without notice to you by posting amended Terms on the Site. The amended Terms will take effect immediately when they are posted on the Site.


We may terminate this agreement, your registration with or ability to access this Site and/or any other services provided to you by us, and any other agreement between us, immediately if you breach any of these Terms.

Our Relationship

No agency, partnership, joint venture, employee-employer, or franchisor-franchisee relationship is intended to be created between you and us by these Terms.


Except as required by law or otherwise specified by us, you must provide any notices to us by email to [email protected] . We will provide any notices to you by email to any email address provided by you. Notices will be taken to have been received 24 hours after the email is sent unless the sending party receives notice that the address is invalid or that the email has not been received.


If any of these Terms are invalid or unenforceable, they will be struck out, and the remaining Terms will remain in force.

Travelner has no responsibility in managing or controlling the third parties.

If we do not act in relation to a breach by you or others of these Terms, this does not waive our right to act with respect to subsequent or similar breaches.

In these Terms, the term "Site" includes any email bulletins or other content that we provide to you via or initiated from this Site.

If you use the Site for or on behalf of a third-party ("Third-party"), such as a family member or a traveling companion, you are responsible for any error in the accuracy of information provided in connection with such use. In addition, you must inform the Third-party of these Terms and all applicable terms and conditions. When using the Site for or on behalf of a Third-party, you agree to indemnify and hold Travelner harmless from and against any and all liabilities, losses, damages, suits and claims including legal fees, arising from or connected to the breach of these Terms or negligence by you and/or the Third-party.

You may not assign or transfer your rights or obligations under these Terms, without our prior written consent.

We reserve the right to change, modify, add and delete these Terms (or parts thereof) at any time where this is necessary to comply with any law or regulation binding on us or to reflect a change to our operational practices, provided that we will use reasonable endeavours to provide notice of material changes on the Site. We may amend the Terms at any time by posting a variation on the Site. The latest version of the Terms will supersede all previous versions.

Except where expressly stated, nothing in these Terms is intended to grant to any third party any right to enforce any term or to confer on any third party any benefits under these Terms.

Notices given pursuant to these Terms shall be deemed sufficiently given if they are in writing and forwarded by registered post or recorded delivery service or equivalent to either Party (at our registered address, or otherwise notified). Traveloka may give notice to you by means of a general notice published on the Site or to your email address set out in your account. You must give notice to Travelner by registered post or recorded delivery service or equivalent to either Party (at our registered address, or otherwise notified).

Contact Us

If you have any questions or concerns, please contact us at:

Customer Service




This Policy provides coverage for anyone while traveling outside their Home Country, providing coverage for you, your spouse/domestic partner/traveling companion and dependent children/grandchildren.

We maintain our right to investigate to verify that the eligibility requirements have been met. If and whenever We discover that the eligibility requirements have not been met, Our only obligation is refund of premium.


While the certificate is in effect, the Benefit Period does not apply. Upon termination of the certificate, in accordance with this provision, we will pay eligible medical expenses for up to 90 days beginning on the first day of diagnosis or treatment of a covered Sickness or Injury while a Covered Person is outside Their Home Country. The Benefit Period applies only to eligible medical expenses related to the eligible Sickness or Injury that began while the certificate was in effect. In the event you begin a benefit period while the certificate is in effect, and the certificate terminates because you return to your home country, we will continue to pay eligible medical expenses which are incurred in your home country during the benefit period until the exhaustion of the Benefit period or the Policy Medical Maximum, whichever comes first.


An eligible person will be insured on the latest of the following dates: 1. the Covered Person’s departure from Their Home Country; or 2. the date and time the Covered Person completed enrollment form and Their correct premium is received; or 3. the effective date requested and shown on the certificate.


The coverage provided with respect to the Named Insured shall terminate at 12:01 AM North American Central Time on the earliest of the following dates: 1. The date shown on the insurance confirmation card, for which the premium is paid; or 2. The date the Covered Person returns to Their Home Country; or 3. Three hundred and sixty- four (364) days after the Covered Person's original effective date, unless extended.


An extension notice will be sent to the Covered Person before the Policy Period ends and includes links to extend prior to the termination date. The Covered Person is subject to the following rules at extension: If it is initially purchased for a minimum of 5 days. If available, additional periods are charged at the premium rate in force at the time of extension. 5 days premium is the minimum acceptable extension premium and 364 days premium is the maximum. There are no grace periods for extension. Once the policy has lapsed, reapplication is required. Please note, upon application for a new policy, the Pre-Existing Condition exclusion, deductible and co-insurance start over.


Travelers are allowed to cancel the Insurance policy before the day of departure for a full refund. However, for the Safe Travels Explorer plan, it needs to be cancelled within 10 days of purchase (10 days free look) (or from the date of receipt if mailed), provided you have not already departed on your trip and there are not any claimable losses incurred during that time. If you depart on your trip before the review time expires, the review period shall automatically end upon your departure.


With the exception of the above cases, your cancellation request could be rejected by the Insurance company or you would be charged at least US$ 30/policy as a service fee.

* Service fee: the amount you have to pay in advance for our service, including giving you advice about the insurance policy, collecting the required documents, and sending the policy certificates to you as soon as possible, with 24/7 support services.


We will pay Covered Accident and Sickness Medical Expenses up to the Maximum Benefit as outlined in the Schedule of Benefits and after each Insured satisfies any Deductible, without regard to any other Health Care Plan benefits payable for the Insured. We will pay these benefits without regard to any Coordination of Benefits provision in any other Health Care Plan.


All benefits payable are subject to the Maximum Benefit Limits, and any applicable sub-limits, listed in the Schedule of Benefits.


If a covered Sickness or Injury occurs during the Policy Period, and the Covered Person requires medical or surgical treatment, benefits are payable for the following covered expenses. The first charges must be incurred within 90 days after the date of the covered Sickness or Injury or the treatment must occur within 24 hours of the Unexpected Recurrence of a Pre-existing Condition.

No benefits will be paid for any expenses incurred which are in excess of usual and customary charges.

  1. Hospital Room and Board Expenses: the average daily rate for a semi-private room when a Covered Person is Hospital Confined, and general nursing care is provided and charged for by the Hospital. In computing the number of days payable under this benefit, the date of admission will be counted but not the date of discharge. All charges in excess of the allowable semi private rate are the responsibility of the Covered Person.

  2. Hospital Emergency Room Visits. Emergency Room Visit for an Illness with no direct Hospital Admittance will be subject to an additional deductible as outlined in the schedule of benefits.

  3. Ancillary Hospital Expenses: Services and supplies as Medically Necessary and approved and covered by the Policy including meals and special diets (only for the Covered Person), use of operating room and related facilities, use of intensive care and related services to include x-ray (including reading charges) , laboratory and other diagnostic tests, drugs, medications, biological anesthesia and oxygen services, and administration of blood products. This does not include personal services of a non-medical nature.

  4. Intensive Care Unit Expenses: Room and Board: 3 times the average semiprivate room rate when a Covered Person is Hospital Confined in a bed in the Intensive Care Unit and nursing services other than private duty nursing services.

  5. Medical Emergency Care Expenses incurred within 24 hours of Unexpected Recurrence of a Pre-existing Condition. These expenses include the attending Physician’s charges, x-rays, laboratory procedures, use of the emergency room and supplies.

  6. Physician non-surgical treatment and examination expenses including the Physician’s initial visit, each Medically Necessary follow-up visit and consultation visits when referred by the attending Physician.

  7. Physician’s Surgical Expenses.

  8. Assistant Physician Surgical Expenses when Medically Necessary.

  9. Anesthesiologist expenses for pre-operative screening and administration of anesthesia during a surgical procedure on an outpatient basis.

  10. Outpatient Medical expenses.

  11. Physician Visits

  12. Physiotherapy Physical Medicine/Chiropractic Expenses on an Inpatient or outpatient basis including treatment and office visits connected with such treatment when prescribed by a Physician, including diathermy, ultrasonic, whirlpool, heat treatments, adjustments, manipulation, or any form of physical therapy

  13. X-rays

  14. Emergency dental treatment and restoration of sound natural teeth, including x-rays, required as a result of an Accident or to relieve pain.

  15. Ambulance Service Benefits are provided for medically necessary emergency ground ambulance transportation from the emergency site to the nearest Hospital able to provide the required level of care.

  16. Prescription Drug Expenses including dressings, drugs and medicines prescribed by a Physician.

  17. Emergency medical treatment of pregnancy.

  18. Mental or nervous disorders.

  19. Medically Necessary treatment for COVID-19, SARS-CoV-2, and any mutation or variation of SARS-CoV-2.


Unexpected Recurrence of a Pre-Existing Condition - Benefits are payable for Covered Expenses resulting from a sudden, Unexpected Recurrence of a Pre-Existing Condition while traveling outside the Covered Person’s Home Country. This benefit does not include coverage for known, scheduled, required, or expected medical care, drugs or treatments existent or necessary prior to the Effective Date of coverage.



Ambulance Service Benefits are provided for medically necessary emergency ground or air ambulance transportation as required from the emergency site to the nearest Hospital able to provide the required level of care.


Benefits are payable if a Covered Person suffers a Sickness or Injury during the course of the Trip which requires Emergency Medical Evacuation from the place where the Covered Person suffers a Sickness or Injury to the nearest Hospital or other medical facility where appropriate medical treatment can be obtained; or transportation to the Covered Person’s Home Country to obtain further medical treatment in a Hospital or other medical facility or to recover after suffering a Sickness or Injury. An Emergency Medical Evacuation includes Medically Necessary medical treatment, medical services and medical supplies necessarily received in connection with such transportation. If after hospitalization or treatment for a covered Sickness or Injury, the Covered Person is unable to continue Their journey, Our designated Assistance Provider, in conjunction with the local attending Physician, will organize the Covered Person’s return to Their Home Country. If the gravity of the situation dictates, Our designated Assistance Provider will ensure that appropriate medical care is provided to the Covered Person during the return journey. If Our designated Assistance Provider and the local attending medical practitioner consider the Covered Person stable enough to be medically repatriated, without endangering Their health, and They refuse repatriation, We will continue to pay medical expense benefits incurred after the date repatriation was recommended only up to the amount that would have been payable for the medical repatriation.

Benefits will not be payable unless We authorize in writing or by an authorized electronic or telephonic means all expenses in advance. Benefits will not be payable unless: 1. the Physician ordering the Emergency Medical Evacuation certifies the severity of the Covered Person’s Sickness or Injury requires an Emergency Medical Evacuation; 2. all transportation arrangements made for the Emergency Medical Evacuation are by the most direct and economical conveyance and route possible; 3. The charges incurred are Medically Necessary and do not exceed the usual level of charges for similar transportation, treatment, services or supplies in the locality where the expense is incurred ; and 4. do not include charges that would not have been made if there were no insurance.


Benefits are payable for the Covered Person’s extrication from the Host Country due to an Occurrence which could result in grave physical harm or death. The Occurrence must take place while coverage is in effect, and while the Covered Person is traveling outside of Their Home Country. Benefits will be paid for: 1. Transportation and Related Costs to the Nearest Place of Safety, necessary to ensure the Covered Person’s safety and well-being as determined by the Designated Security Consultant. 2. Transportation and Related Costs within 14 days of the Political Evacuation to either to the country in which the Covered Person is traveling while covered by the Policy; or the Covered Person’s Home Country; or 3. consulting services by a Designated Security Consultant for seeking information on a Missing Person or kidnapping cases, if the Covered Person is kidnapped or reported as a Missing Person to local or international authorities. Benefits will not be payable unless We (or Our authorized Assistance Provider) authorize in writing, or by an authorized electronic or telephonic means, all expenses in advance, and services are rendered by the Assistance Provider. The Assistance Provider is not responsible for the availability of transport services. Where a Political Evacuation becomes impractical due to hostile or dangerous conditions, a Designated Security Consultant will endeavor to maintain contact with the Covered Person until a Political Evacuation occurs. Political Evacuation Benefits are payable only once for any one Occurrence. If, after a Political Evacuation is completed, it becomes evident that the Covered Person was an active participant in the events that led to the Occurrence, We have the right to recover all Transportation and Related costs from the Covered Person. Benefits will be payable for evacuation during a period of civil unrest, insurrection or natural disasters that could not have been foreseen prior to the Covered Person’s departure from Their Home Country of origin.


Benefits are payable for the cost of one economy airfare ticket and other local travel related expenses including the reasonable expenses incurred for lodging and meals of a Covered Person’s Immediate Family Member for a period of up to 10 days, to join the Covered Person at the Hospital where the Covered Person is confined and to accompany the Covered Person back to their Home Country, if needed, provided: 1. The Emergency Medical Evacuation Benefit is payable under the Policy; 2. the Covered Person is alone outside of Their Home Country; 3 . The place of confinement is more than 100 miles from the Covered Person’s Home Country; and 4. expenses were authorized in advance by the Company.


If the Covered Person is the only person traveling with minor Dependent children who are under the age of 21, or with a Travel Companion, and the Covered Person suffers a Sickness or Injury and must be Hospital Confined for at least 48 consecutive hours, or are medically evacuated to another location, benefits are payable for the cost of the Dependent or Travel Companion’s one way economy airfare ticket and/or ground transportation ticket to Their Home Country. All transportation arrangements must be made by the most direct and economical route and conveyance possible and may not exceed the usual level of charges for similar transportation in the locality where the expense is incurred. Benefits will not be paid unless all expenses are approved in advance by Us, and services are rendered by the Assistance Provider.


Benefits are payable for preparation and return of a Covered Person’s body to Their Home Country if they die due to a Sickness or Injury. Covered Expenses include: Expenses for embalming or cremation; The least costly coffin or receptacle adequate for transporting the remains; Transporting the remains by the most direct and least costly conveyance and route possible. Expenses must be approved in advance and coordinated by the Assistance Provider. This benefit excludes fees for return of personal effects, religious or secular memorial services, clergymen, flowers, music, announcements, guest expenses and similar personal burial preferences.



Benefits are payable, if the Covered Person is confined to a Hospital provided; 1. The Hospital stay is the direct result, from no other causes, of Injuries sustained in a Covered Accident or Sickness that occurs while the Policy is in effect; and 2. The Hospital says it begins within 3 days of a Covered Accident or Sickness and lasts for at least 3 days. The benefit will be paid retroactive to the first day of the Hospital stay. Benefit payments will end on the first of the following: 1. The date the Hospital Stay ends; 2. The date the Covered Person dies; 3. The 15th day of hospitalization; or 4. The date the coverage terminates.


We will pay the Benefit Amount for felonious assault, if Accidental Bodily Injury that results from felonious assault causes a Covered Person to suffer one of the losses shown below within 365 days from the felonious assault. The Benefit Amount for felonious assault is payable in addition to any other applicable Benefit Amounts under this policy. Any assault by a family member is not covered under this benefit.

Loss of Life 100% of Principal Sum
Loss of Hands (Both), Loss of Feet (Both), or Loss of Sight of One Eye 100% of Principal Sum
Quadriplegia 100% of Principal Sum
Paraplegia 75% of Principal Sum
Hemiplegia 75% of Principal Sum
Loss of Hand, Loss of Foot or Loss of Sight of One Eye (any one of each) 50% of Principal Sum
Uniplegia 25% of Principal Sum
Loss of Thumb and Index Finger of the same hand 25% of Principal Sum


Accidental Death and Dismemberment will apply to Covered Accidents incurred by a Covered Person. If Injury to the Covered Person results in any one of the losses shown below within 365 days from date of the Covered Accident, We will pay the Benefit Amount shown below for that loss. If multiple losses occur, only one Benefit Amount, the largest, will be paid for all losses due to the same Covered Accident.

Loss of Life 100% of Principal Sum
Loss of Hands (Both), Loss of Feet (Both), or Loss of Sight of One Eye 100% of Principal Sum
Quadriplegia 100% of Principal Sum
Paraplegia 75% of Principal Sum
Hemiplegia 75% of Principal Sum
Loss of Hand, Loss of Foot or Loss of Sight of One Eye (any one of each) 50% of Principal Sum
Uniplegia 25% of Principal Sum
Loss of Thumb and Index Finger of the same hand 25% of Principal Sum

Exposure and Disappearance Benefit – Benefits are payable if a Covered Person is exposed to the elements after the forced landing, stranding, sinking, or wrecking of a vehicle in which They were traveling. The Covered Person is presumed dead if They are in a vehicle that disappears, sinks or is stranded or wrecked and Their body is not found within six (6) months of the Covered Accident.


Benefits are payable if a Covered Person suffers an Injury during 1. the hijacking of an Aircraft; 2. air or water piracy; or 3. unlawful seizure or attempted seizure of an aircraft or watercraft.


Benefits are payable if the Covered Person becomes comatose within 31 days of a Sickness or Injury and remains in a coma for at least 31 days.


Benefits are payable if a Covered Person dies or is dismembered directly and independently from Injuries sustained while wearing a seatbelt and operating or riding as a passenger in an Automobile.


Benefits are payable if the Covered Person has an Injury which results in a Covered Loss under the Accidental Death and Dismemberment Benefit, We will pay an additional benefit equal to the least of the actual cost of the alterations for the one-time cost of alterations to the Covered Person’s principal residence and/or private Automobile to make the residence accessible and/or the private Automobile drivable or rideable.


Up to $1,000 maximum for the replacement costs of Necessities, up to $75 per article. Benefits are payable if a Covered Person’s luggage is checked onto a Common Carrier, and is then lost, stolen or damaged beyond use. Replacement costs are calculated on the basis of the depreciated standard and its average usable period. The Covered Person must file a formal claim with the transportation provider and provide Us with copies of all claim forms and proof that the transportation provider has paid the Covered Person its normal reimbursement for the lost, stolen or damaged luggage.


Benefits are payable for reimbursement of the cost of a one-way economy air and/or ground transportation ticket if

  1. the Covered Person’s Trip is interrupted as the result of:

  2. the death of an Immediate Family Member; or the Covered Person’s unforeseen Sickness or Injury or, the Sickness or Injury of a Traveling Companion or Immediate Family Member. The Sickness or Injury must be so disabling as to reasonably cause a Trip to be interrupted; or

  3. substantial destruction of the Covered Person’s principal residence by fire or weather-related activity; or

  4. a Medically Necessary covered Emergency Medical Evacuation to return the Covered Person to Their Home Country or to the area from which They were initially evacuated for continued treatment, recuperation and recovery.


The Company will reimburse You for Covered Trip Delay Expenses, up to the Maximum Benefit shown on the Schedule of Benefits, if You are delayed, while coverage is in effect, en-route to or from the Trip for six (6) or more hours due to a defined Hazard.

Covered Trip Delay Expenses:

(a) Any pre-paid, unused, non-refundable land and water accommodations;

(b) Any Reasonable Expenses incurred;

(c) An Economy Fare from the point where You ended Your Trip to a destination where You can catch up to the Trip;

(d) A one-way Economy Fare to return You to Your originally scheduled return destination.


Coverage for injuries incurred during Amateur, Club, Intramural, Interscholastic, Intercollegiate activities. Professional and Semi Professional Sports are always excluded.


Any Athletic Sport not expressly covered hereunder is excluded from this policy unless the activity is non-contact and engaged in by You solely for leisure, recreation, entertainment, or fitness purposes only.

OPTIONAL 24 HOUR Accidental Death and Dismemberment Upgrade - IF PURCHASED

Increase to $50,000 maximum AD&D benefit - All Ages


We will not pay for any Accidental Death and Dismemberment or Paralysis loss or Injury that is caused by or that results from:

  1. intentionally self-inflicted Injury.

  2. suicide or attempted suicide.

  3. war or any act of war, whether declared or not (except as provided by the Policy).

  4. service in the military, naval or air service of any country.

  5. disease or bacterial infection except for any bacterial infection resulting from an accidental external cut or wound or accidental ingestion of contaminated food.

  6. hernia of any kind.

  7. piloting or serving as a crewmember or riding in any aircraft except as a passenger on a regularly scheduled or charter airline.

  8. commission of, or attempt to commit, a felony.

  9. Injury or Sickness that occurs while the Covered Person has been determined to be legally intoxicated as determined according to the laws of the jurisdiction in which the Injury or Sickness occurred, or under the influence of any narcotic, barbiturate, or hallucinatory drug, unless administered by a Doctor and taken in accordance with the prescribed dosage.

  10. flying in any aircraft being used for or in connection with acrobatic or stunt flying, racing or endurance tests; flying in any rocket propelled aircraft; flying in any aircraft being used for or in connection with crop dusting, or seeding or spraying, firefighting, exploration, pipe or power line inspection, any form of hunting bird or fowl herding, aerial photography, banner towing or any test or experimental purpose; flying any aircraft which is engaged in flight which requires a special permit or waiver from the authority having jurisdiction over civil aviation, even if granted.

  11. specific named hazards: Abseiling, Aviation (except when traveling as a passenger in a commercial aircraft), BASE Jumping, Bobsleigh, BMX, Bungee Jumping, Canopying, Canyoning, Caving, Extreme sports, High Diving, Hang Gliding, Heli-skiing, Hot Air Ballooning, Inline Skating, Jet Skiing, Kayaking, Luge, Motocross, Motorcycling, MotoX, Mountaineering, Mountain biking, Mountain Climbing, Paragliding, Parasailing, Parascending, Piloting any Aircraft, Racing of any kind, Rock Climbing, Rodeo Activities, Rappelling, Scuba Diving, Ski Jumping, Skydiving, Snow Skiing, Snowboarding, Snowmobiling, Spelunking, Surfing, Trekking, Water Skiing, WindSurfing, White Water Rafting, Zip Lining, Zorbing.

  12. All professional, semi-professional, amateur, club, intramural, interscholastic or intercollegiate sport

In addition to the Exclusions above, We will not pay Medical Expense Benefits for any loss, treatment or services that results from or contributed to by:

  1. Pre-Existing Conditions, as defined.

  2. declared or undeclared war or any act thereof.

  3. services, supplies or treatment, including any period of Hospital confinement, which were not recommended, approved and certified as necessary and reasonable by a Physician.

  4. suicide or any attempt thereat while sane or self-destruction or any attempt thereat while insane.

  5. Injury sustained while participating in a professional, semi-professional, amateur, club, intramural, interscholastic or intercollegiate sport (except as provided by the Athletic Sport Rider).

  6. Sickness resulting from pregnancy (except as provided by Emergency Medical Treatment of Pregnancy).

  7. Miscarriage resulting from Accident (except as provided by Emergency Medical Treatment of Pregnancy).

  8. Immunizations, routine physical or other examinations where there are no objective indications or impairment in normal health, or laboratory diagnostic or x-ray examinations except in the course of a disability established by the prior call or attendance of a Physician, except as specifically provided for in this policy.

  9. cosmetic or plastic surgery, except as the result of an accident.

  10. elective surgery which can be postponed until the Covered Person returns to his or her Home Country.

  11. any mental or nervous disorders or rest cures (except as provided in the Schedule by Mental or Nervous Disorders Charges).

  12. any dental treatment (except as provided by the Dental Treatment for Injury and Emergency alleviation of pain).

  13. eye refractions or eye examinations for the purpose of prescribing corrective lenses for eyeglasses or for the fitting thereof, unless caused by accidental bodily Injury incurred while covered under the Policy.

  14. congenital anomalies and conditions arising out of or resulting therefrom.

  15. services, supplies, or treatment expenses which are non-medical in nature.

  16. the ordinary cost of a one-way airplane ticket used in the transportation back to the Covered Person’s country where an air ambulance benefit is provided.

  17. expenses as a result of or in connection with an intentionally self-inflicted Injury.

  18. Specific named hazards: Abseiling, Aviation (except when traveling as a passenger in a commercial aircraft), BASE Jumping, Bobsleigh, BMX, Bungee Jumping, Canopying, Canyoning, Caving, Extreme Sports, High Diving, Hang Gliding, Heli-skiing, Hot Air Ballooning, Inline Skating, Jet Skiing, Kayaking, Luge, Motocross, Motorcycling, MotoX, Mountaineering, Mountain Biking, Mountain Climbing, Paragliding, Parasailing, Parascending, Piloting any Aircraft, Racing of any kind, Rock Climbing, Rodeo Activities, Rappelling, Scuba Diving, Ski Jumping, Skydiving, Snow Skiing, Snowboarding, Snowmobiling, Spelunking, Surfing, Trekking, Water Skiing, WindSurfing, White Water Rafting, Zip Lining, Zorbing.

  19. treatment paid for or furnished under any other individual or group policy, or other service or medical prepayment plan arranged through an employer to the extent so furnished or paid, or under any mandatory government program or facility set up for treatment without cost to any individual.

  20. childbirth, miscarriage, birth control, artificial insemination, treatment for fertility or impotency, sterilization or reversal thereof or abortion.

  21. organ transplants, marrow procedures and chemotherapy.

  22. any sexually transmitted or venereal disease; and/or any testing for the following: HIV, Vaccine induced seropositivity to the AIDS virus, AIDS related Illnesses, ARC Syndrome, AIDS.

  23. any treatment, service or supply not specifically covered by the Policy.

  24. treatment by any Family Member or member of the Covered Person’s household.

  25. treatment of hernia, Osgood-Schlatter’s Disease, osteochondritis, osteomyelitis, congenital weakness whether or not caused by a Covered Accident.

  26. expense incurred for treatment of temporomandibular or cranio-mandibular joint dysfunction and associated myofascial pain.

  27. any elective treatment, surgery, health treatment, or examination including any service, treatment or supplies that: (a) are deemed by Us to be experimental; and (b) are not recognized and generally accepted medical practices in the United States.

  28. contact lenses, hearing aids, wheelchairs, braces, appliances, examinations or prescriptions for them, or repair or replacement of existing artificial limbs, orthopedic braces, orthotic devices, artificial eyes and larynx.

  29. treatment or service provided by a private duty nurse or while confined primarily to receive custodial care, educational or rehabilitative care or nursing care.

  30. covered medical expenses for which the Covered Person would not be responsible for in the absence of the Policy.

  31. conditions that are not caused by a Covered Accident.

  32. vocational, recreational, speech or music therapy.

  33. traveling against the advice of a Physician, traveling while on a waiting list for inpatient Hospital or clinic treatment, or traveling for the purpose of obtaining medical treatment abroad.

  34. any potentially fatal condition which was diagnosed before the date your coverage became effective or any condition for which You are traveling to seek treatment.

  35. Expenses incurred in your Home Country or in the USA.

  36. Payment for any medical services related to an illness when an Insured Person leaves a medical facility against medical advice.

  37. Voluntary tests, including COVID-19 viral and/or antibody tests for healthy individuals.

We will not pay Natural Disasters or Political Evacuation benefits for expenses and fees:

  1. payable under any other provision of the Policy.

  2. that are recoverable through the Covered Person’s employer.

  3. arising from or attributable to an actual fraudulent, dishonest or criminal act committed or attempted by the Covered Person, acting alone or in collusion with other persons.

  4. arising from or attributable to an alleged:

    • violation of the laws of country in which the Covered Person is traveling while covered under the Policy; or

    • violation of the laws of the Covered Person’s Home County.

  5. due to the Covered Person’s failure to maintain and possess duly authorized and issued required travel documents and visas.

  6. for repatriation of remaining expenses.

  7. for common or endemic or epidemic diseases or global pandemic disease as defined by the World Health Organization.

  8. for medical services.

  9. for monies payable in the form of a ransom, if a Missing Person case evolves into a kidnapping.

  10. arising from or attributable, in whole or in part, to: a. a debt, insolvency, commercial failure, the repossession of any property by any title holder or lien holder or any other financial cause; b. non- compliance by the Covered Person with regard to any obligation specified in a contract or license.

  11. due to military or political issues if the Covered Person’s Security Evacuation request is made more than 30 days after the Appropriate Authority(ies) Advisory was issued.


Please note, certain words used in this document have specific meanings. These terms will be capitalized throughout the document.

“Accident” means a sudden, unexpected and unintended event.

“Appropriate Authority(ies)” means the government authority(ies) in the Covered Person’s Home Country or the government authority(ies) of the Host Country.

“Assistance Provider” shall mean On Call Assistance.

"Automobile" means a self-propelled, private passenger motor vehicle with four or more wheels that is a type both designed and required to be licensed for use on the highway of any state or country. Automobiles include, but are not limited to, a sedan, station wagon, sport utility vehicle, or a motor vehicle of the pickup, van, camper, or motor- home type. Automobiles do not include a mobile home or any motor vehicle that is used in mass or public transit.

“Benefit Period” shall mean the 90 days following the onset of a Covered Accident, Injury or Sickness in which to receive Medically Necessary Covered Expenses. If the Covered Person’s Policy terminates during Their Benefit Period, They will still be eligible to receive Treatment so long as the Treatment is within Their Benefit Period and They are outside Their Home Country. Payment for Treatment will continue until the exhaustion of the Benefit Period or the Policy Medical Maximum or the return to Their Home Country, whichever comes first.

“Company” means Crum & Forster SPC

“Covered Accident” means an Accident that occurs while coverage is in force for a Covered Person and results in a loss or Injury covered by the Policy for which benefits are payable.

“Covered Expenses” means expenses actually incurred by or on behalf of a Covered Person for treatment, services and supplies covered by the Policy. Coverage under the Policy must remain continuously in force from the date of the Accident or Sickness until the date treatment, services or supplies are received for them to be a Covered Expense.

A Covered Expense is deemed to be incurred on the date such treatment, service or supply, that gave rise to the expense or the charge, was rendered or obtained.

“Covered Loss” or “Covered Losses” means an accidental death, dismemberment or other Injury covered under the Policy.

“Covered Person” means any Insured and Dependent for whom the required premium is paid (herein also referred to as “ You” or “Your” or “They” or “Their”).

"Deductible" means the dollar amount of Covered Expenses that must be incurred as an out-of-pocket expense by each Covered Person on a per incidence basis. The deductible must be met by the Covered Person before Medical Expense Benefits can be paid or reimbursed. The deductible is applied to the first eligible claim processed.

“Dependent” means an Insured’s lawful spouse or domestic partner; or an Insured’s unmarried child, from the moment of birth to age 21, who is chiefly dependent on the Insured for support. A child, for eligibility purposes, includes an Insured’s natural child; adopted child, beginning with any waiting period pending finalization of the child’s adoption; or a stepchild who resides with the Insured or depends chiefly on the Insured for financial support. A Dependent may also include any person related to the Insured by blood or marriage and for whom the Insured is allowed a deduction under the Internal Revenue Code. Insurance will continue for any Dependent child who reaches the age limit and continues to meet the following conditions: 1. the child is handicapped, 2. is not capable of self- support and 3. depends chiefly on the Insured for support and maintenance. The Insured must send Us satisfactory proof that the child meets these conditions, when requested. We will not ask for proof more than once a year.

“Designated Security Consultant” means an employee of a security firm under contract with Us or our Assistance Provider who is experienced in security and measures necessary to ensure the safety of the Covered Person(s) in his or her care.

“Economy Fare” means the lowest published rate for a one-way economy ticket.

“Evacuation Advisory” means a formal recommendation issued by the Appropriate Authorities that the Covered Person or citizens of his or her Home Country or Country of Residence or citizens of the Host Country leave the Host Country.

“Hazard” means: a) Any delay of a Common Carrier (including Inclement Weather); b) Any delay by a traffic Accident en route to a departure, in which You or Your Traveling Companion is not directly involved; c) Any delay due to lost or stolen passports, travel documents or money, Quarantine, hijacking, unannounced Strike, Natural Disaster, civil commotion or riot; d) A closed roadway causing cessation of travel to the destination of the Trip (substantiated by the department of transportation, state police, etc.).

“Health Care Plan” means a policy or other benefit or service arrangement for medical or dental care or treatment under: 1. group or blanket coverage, whether on an insured or self-funded basis; 2. Hospital or medical service organizations on a group basis; 3. Health Maintenance Organizations on a group basis; 4. group labor-management plans; 5. employee benefit organization plans; 6. association plans on a group or franchise basis; or 7. any other group employee welfare benefit plan as defined in the employee Retirement income Security Act of 1974, as amended.

"Home Country" means the country which the Covered person has declared to the US in writing as his or her true, fixed and permanent home and principal establishment.

“Hospital” means an institution that: 1. operates as a Hospital pursuant to law for the care, treatment, and providing of in-patient services for sick or injured persons; 2. provides 24-hour nursing service by Registered Nurses on duty or call; 3. has a staff of one or more licensed physicians available at all times; 4. provides organized facilities for diagnosis, treatment and surgery, either: (i) on its premises; or (ii) in facilities available to it, on a pre- arranged basis; 5. is not primarily a nursing care facility, rest home, convalescent home, or similar establishment, or any separate ward, wing or section of a Hospital used as such; and 6. is not a place solely for drug addicts, alcoholics, or the aged or any separate ward of the Hospital.

“Hospital Confined” means an overnight stay as a registered resident bed-patient in a Hospital.

“Host Country” means any country, other than an OFAC excluded country, in which the Covered Person is traveling while covered under the Policy.

“Immediate Family Member” means the spouse, parent, parent-in-law, grandparent, child, grandchild, brother, sister, fiancé, aunt, uncle, niece or nephew, such person being related to the Covered Person.

"Injury" means accidental bodily harm sustained by a Covered Person that results, directly and independently from all other causes, from a Covered Accident. All injuries sustained by one person in any one Accident, including all related conditions and recurrent symptoms of these injuries, are considered a single Injury.

“Medical Emergency” means a condition caused by an Injury or Sickness that manifests itself by symptoms of sufficient severity that a prudent layperson possessing an average knowledge of health and medicine would reasonably expect that failure to receive immediate medical attention would place the health of the person in serious jeopardy.

“Medically Necessary” means a treatment, service or supply that is: 1. required to treat an Injury or Sickness; prescribed or ordered by a Physician or furnished by a Hospital; 2. performed in the least costly setting required by the Covered Person’s condition; and 3. consistent with the medical and surgical practices prevailing in the area for treatment of the condition at the time rendered. Purchasing or renting 1. air conditioners; 2. air purifiers; 3. motorized transportation equipment; 4. escalators or elevators in private homes; 5. eyeglass frames or lenses; 6. hearing aids; 7. swimming pools or supplies for them; and 8. general exercise equipment is not considered Medically Necessary. A service or supply may not be Medically Necessary if a less intensive or more appropriate diagnostic or treatment alternative could have been used. We may, at Our discretion, consider the cost of the alternative to be the Covered Expense.

“Missing Bag Report” means a formal report of loss as filed with the common carrier commonly known as a PIR (Passenger Irregularity Report) or PAWOB (Passenger arriving without baggage). This must include the 6-digit Claim Number or the World Tracer Record Number as provided by the carrier.

“Missing Person” means a Covered Person who disappeared for an unknown reason and whose disappearance was reported to the Appropriate Authority(ies).

“Natural Disaster” means storm (wind, rain, snow, sleet, hail, lightning, dust or sand) , earthquake, flood, volcanic eruption, wildfire or other similar event that: 1. is due to natural causes; and 2. results in such severe and widespread damage that the area of damage is officially declared a disaster area by the government in which the Covered Person’s Trip occurs and the area is deemed to be uninhabitable or dangerous.

“Nearest Place of Safety” means a location determined by the Designated Security Consultant where: 1. the Covered Person can be presumed safe from the Occurrence that precipitated the Covered Person’s Political Evacuation; and the Covered Person has access to Transportation; and 2. The Covered Person has the availability of temporary lodging, if needed.

“Necessities” means personal hygiene items and clothing.

“Occurrence” means any of the following situations involving a Covered Person: 1. expulsion from a Host Country or being declared persona non-grata on the written authority of the recognized government of a Host Country; 2. political or military events involving a Host Country, if the Appropriate Authorities issue an Advisory stating that citizens of the Covered Person’s Home Country or citizens of the Host Country should leave the Host Country; 3. deliberate physical harm of the Covered Person confirmed by documentation or physical evidence or a threat against the Covered Person’s health and safety as confirmed by documentation and/or physical evidence; 4. Natural Disaster in the area the Covered Person is traveling to and occurring after Their effective date; 5. The Covered Person has been deemed kidnapped or a Missing Person by local or international authorities and, when found, his or her safety and/or well-being are in question within seven days of his or her being found.

“Policy Period” means the dates as shown on the Covered Person’s certificate for which premium has been paid.

“Political Evacuation” means the extrication of a Covered Person from the Host Country due to an Occurrence which could result in grave physical harm or death to the Covered Person and is certified by a governing authority via declaration or warning.

“Pre-Existing Condition” means Any Injury, illness, Sickness, disease, or other physical, medical, mental or nervous disorder, condition or ailment that, with reasonable medical certainty, existed at the time of Application or at any time during the 36 months prior to the Effective Date of this insurance, whether or not previously manifested, symptomatic or known, diagnosed, Treated, or disclosed to the Company prior to the Effective Date, and including any and all subsequent, chronic or recurring complications or consequences related thereto or resulting or arising therefrom. This specifically includes but is not limited to any medical condition, Sickness, Injury, illness, disease, mental illness or mental nervous disorder, for which medical advice, diagnosis, care or Treatment was recommended or received or for which a reasonably prudent person would have sought Treatment during the 36 month period immediately preceding the Effective Date of Coverage under this Certificate. A Pre-Existing Condition which is a chronic or congenital condition or that gradually becomes worse over time and/or known, scheduled, required, or expected medical care, drugs or Treatments existing or necessary prior to the Effective Date are not considered to be an Acute Onset.

“Quarantine” means Your strict isolation imposed by a Government authority or Physician to prevent the spread of disease. An embargo preventing You from entering a country is not a Quarantine.

“Reasonable Expenses” means any meal, lodging, local transportation and essential phone call expenses that were necessarily incurred as the result of a covered event, and that were not provided free of charge or otherwise reimbursed by a Common Carrier, Travel Supplier or other party.

“Related Costs” means food, lodging and, if necessary, physical protection for the Covered Person during the Transport to the Nearest Place of Safety.

“Sickness” means an illness, disease or condition of the Covered Person that causes a loss for which a Covered Person incurs medical expenses while covered under the Policy. All related conditions and recurrent symptoms of the same or similar condition will be considered one Sickness.

'Supplemental Restraint System '' means an airbag that inflates on impact for added protection to the head and chest areas.

“Transport” or “Transportation” means the most efficient and available method of conveyance. Where practical, economy fare will be utilized. If possible, the Covered Person’s common carrier tickets will be used.

“Traveling Companion” means a person or persons with whom the Covered Person has coordinated travel arrangements, shares the same accommodations as the Covered Person, and intends to travel with the Covered Person during the Trip.

“Trip” means travel by air, land, or sea from the Covered Person’s Home Country.

“Unexpected Recurrence of a Pre-Existing Condition” means a sudden and unexpected outbreak or recurrence of a Pre- Existing Condition which occurs 1) spontaneously and without advance warning either in the form of Physician recommendations or symptoms, is of short duration, is rapidly progressive, and requires urgent and immediate medical care; 2) is a minimum of 48 hours after the Effective Date of the policy; and 3) prior to the age shown in the Schedule of Benefits/Limits with treatment being obtained within 24 hours of the sudden and unexpected outbreak or recurrence. A Pre-Existing Condition that is a congenital condition or that gradually becomes worse over time will not be considered an Unexpected Recurrence.

“Usual and Customary Charge” means the average amount charged by most providers for treatment, service or supplies in the geographic area where the treatment, service or supply is provided.

“We”, “Our”, “Us” means The Company, or Crum & Forster SPC


If any problems arise and they are included in terms of coverage. In that case, claimants must give the insurance provider notice of claim of any loss covered by the Schedule of benefits as soon as reasonably possible also, this notice needs to identify the covered person and the policy number.

Then, the claiming team will provide you with claim forms, and you must provide the requirements of written proof of loss by sending the proof as mentioned before. Furthermore, the evidence must specify the occurrence, extent, and type of the loss, as well as grant permission to release medical records.


Co-ordinated Benefit Plans, LLC on Behalf of Crum and Forster

PO Box 2069

Fairhope AL 36533

For claim status or questions please call Toll Free: 866-696-0409

Email [email protected]


Trawick International

PO Box 2284 Fairhope AL 36533

Toll Free: 888-301-9289 Direct: 251-661-0924

Fax: 251-666-1806

Email: [email protected]

Discounts and Savings Claims

Discounts and savings claims are based on multiple factors, including searching over 600 airlines to find the lowest available fare. Promo codes shown (if any) are valid for savings for qualified bookings off our standard service fees. Seniors and youth may find specific discounted fares offered by certain airlines subject to airline qualifications. Military, bereavement, and visually impaired travelers are eligible for discounts off our post-booking service fees as outlined in the compassion exception policy, mentioned in our Terms and Conditions.

* Savings based on median fares found on Travelner last month. All fares are for round-trip tickets. Fares include all fuel surcharges, taxes & fees, and our service fees. Tickets are non-refundable, non-transferable, non-assignable. Name changes are not permitted. Fares are only correct at the time of display. Displayed fares are subject to change, availability and cannot be guaranteed at the time of booking. The lowest fares may require an advance purchase of up to 21 days. Certain blackout dates may apply. Holidays and weekend travel may have a surcharge. Other restrictions may apply. Save money by comparing multiple airlines within our website and choosing the lowest fare.

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