Please check the General Insurance Conditions (AVB) on which your insurance is based. These form the basis for your claims. The following FAQs are intended to provide you with guidance.
Many cases related to the coronavirus are included in our travel insurance policies: For example, if you fall ill with Covid-19 during your trip, we will cover all medical treatment costs. Under the cancellation insurance, you can cancel your trip if you or a close relative falls ill with Covid-19.
SARS-CoV-2
The new coronavirus has been named SARS-CoV-2 by the WHO. The infectious illness that it causes is called COVID-19.
Observe pertinent information from the official channels
It is important to wash your hands thoroughly several times a day. You should not cough or sneeze into your hand; instead you should sneeze into your elbow and/or use a tissue. Dispose of handkerchiefs immediately and ventilate for 5-10 minutes 3 times a day if possible.
Federal Ministry, WHO and Chamber of Commerce
We strongly advise travellers to pay close attention to the information provided by the Federal Ministry. Due to the global Coronavirus pandemic, the political situation in individual countries is not stable. This applies, in particular, to entry, transit and exit regulations.
Please bear in mind that the unforeseeable global development of the pandemic may lead to restrictions in air traffic, including in connection with the implementation of return transport, and to restrictions in medical care, especially inpatient care.
The Chamber of Commerce is providing information about current developments regarding the Coronavirus pandemic.
For questions about pandemics, visit the World Health Organisation (WHO) page.
The EU publishes Coronavirus travel information on a website on quarantine regulations, restaurant rules and other Corona regulations.
In the event of COVID-19 disease, insurance cover is provided
If an insured person or a close relative falls ill with COVID-19, we will provide cover for this reason for cancellation (in deviation from our insurance conditions). Otherwise, we do not pay for events related to pandemics unless specifically stated, as in this case. Please note: Fear of falling ill, a high risk of infection, a travel warning from the Ministry of Foreign Affairs or a state-mandated quarantine due to a suspected COVID-19 do not constitute insured events.
If the insured person or a close relative falls ill with COVID-19 and the trip has to be interrupted as a result, HanseMerkur will reimburse the unused travel services and – depending on the plan selected – also the costs of an early return trip.
Tip: If an insured person's temperature is elevated at the airport of departure or destination, a doctor must be consulted immediately at the airport to discuss the matter and obtain a medical certificate. This is the only way we can check whether an insured event has occurred.
No insured event
A warning from the Ministry of Foreign Affairs is generally not an insured event.
Please contact your tour operator in the case of a package tour or the respective service provider directly if the flight and hotel have been booked separately. The Austrian Chamber of Commerce publishes detailed information on the obligations of the service provider if the travel services cannot be used due to the current circumstances.
Insured events according to the insurance terms and conditions
Insurance cover only applies to the specific events listed in the insurance terms and conditions. Cancellation due to restrictions at the holiday destination is not included. Please contact the respective service provider or tour operator to discuss further options.
Should a country be subject to a travel warning level 5 or 6 by the Ministry of Foreign Affairs, the Austrian Chamber of Commerce is of the opinion that the organiser/hotelier may not charge any cancellation fees.
Please contact your service provider
Please contact your tour operator(s)/hotelier(s)/airline(s) who are prevented from operating short-notice travel due to current circumstances. Each service provider decides individually which solutions they can offer for long-term booked trips (rebooking or free cancellation). In any case, we require written information from your tour operator, hotelier or airline that there is no possibility of free rebooking or cancellation.
Rebooking possible, no reimbursement of the premium share for cancellation insurance, reimbursement for services from the start of the journey
The premium for cancellation insurance will not be refunded if the tour is cancelled by the organiser or does not take place due to a ban on entering the country. The protection provided by the cancellation insurance takes effect as soon as the booking is made, so that this service has already been provided. However, the premium of the cancellation insurance can be transferred to another trip.
From our Cancellation & Travel Protection packages, you will be reimbursed on a pro-rata basis for those benefits that apply from the start of your journey (travel health insurance, travel luggage insurance, etc.).
No insured reason in a pandemic
Due to the pandemic declared by the WHO on 11.3.2020, the general exclusion of our insurance terms and conditions applies and, therefore, no insurance cover in all classes.
Should the WHO revoke the pandemic status, the regulations of the respective divisions and the exclusions formulated therein shall apply. Then, if applicable, it would have to be assessed whether the financial losses correspond to the criteria mentioned in point h) of the special conditions:
Insurance cover exists if you have to cancel, rebook or delay your trip due to short-time work caused by the economic situation with an anticipated reduction in income amounting to at least one regular monthly net salary, provided that the employer registers for short-time work between the conclusion of the insurance and the start of the trip. In the case of a school outing or class trip, this regulation also applies if the parents of an insured pupil are affected by short-time work.
Remark: Coronavirus-related short-time work provides that the employee receives up to 90% of the net pay he or she received before the short-time work.
No insured reason in a pandemic
Due to the pandemic declared by the WHO on 11.3.2020, the general exclusion of our insurance terms and conditions applies and, therefore, no insurance cover in all classes. Should the WHO revoke the pandemic status, the regulations of the respective divisions and the exclusions formulated therein shall apply.
Payment of medical treatment costs
If the insured person falls ill with COVID-19 during the trip, HanseMerkur will cover all medical treatment costs including a COVID test carried out on the basis of clear symptoms.
Items not insured include:
Yes
If you do not start your trip due to becoming infected with the Coronavirus, you can cancel your international health insurance before you start your trip. Please inform us of this in writing.
Insurance cover exists
You are in a country for which there was no travel warning or only a travel warning up to level 4 when you started your journey and this is upgraded to 5 or 6? Then insurance cover applies as per your international health insurance policy. We will cover the costs of medical treatment even if you have COVID-19.
Insurance cover until the earliest possible date of the journey home
An extension is possible under certain conditions. Please contact us by email, quoting the policy number, at: service@hansemerkur.at
Insurance cover exists
Yes, even in the event of a pandemic such as the Coronavirus, your luggage is insured in the event of damage or loss.
Insurance cover exists
Yes, Corona conditional exclusions do not apply to the class of travel accident. This means that we pay for rescue costs after an accident, for permanent damage after an accident (disability) or also in the event of accident-related death.
Insurance cover exists
Yes, Corona conditional exclusions do not apply to travel liability insurance.