Q:  What is travel insurance?
A:  Travel insurance is the unique combination of insurance benefits and assistance services specifically designed to help protect travelers while away from home. Of course, like all other types of insurance, terms, conditions, and exclusions apply.
Q:  Why should I purchase travel insurance?
A:  Travel insurance insures your prepaid and nonrefundable tickets, accommodations and other travel expenses should an unexpected covered reason cause you to miss your trip.
Q:  How do I purchase travel insurance online?
A:  For eligible itineraries, we offer travel insurance and assistance through a third-party insurance provider on the payment page before finalizing your flight purchase on AA.com. The insurance provider is either Allianz Global Assistance or Mondial Assistance depending on your country of residence. For U.S. residents you can also purchase travel insurance now.
Q:  When is the latest I can buy travel insurance?
A:  U.S. residents can buy travel insurance up to midnight Eastern Time, the day before your departure. Residents of Brazil, Canada, Mexico and U.K can only buy travel insurance during the online flight purchase on AA.com.
Q:  Can I purchase travel insurance over the phone?
A:  Yes, U.S. residents may contact Allianz Global Assistance customer service 24 hours a day. Residents of Brazil, Canada, Mexico and U.K can only buy travel insurance during the online flight purchase on AA.com.
Q:  Can I speak with a customer service representative to get more information or if I have questions?
A:  Yes. Travel Insurance customer service is available to help.
Q:  Will I receive a confirmation email with my travel insurance details?
A:  Yes, if you provide your email address then the travel insurance provider will email it to you. If you do not provide your email address the confirmation will be sent via regular mail. Your confirmation will contain your travel insurance details, including a Certificate of Insurance/Policy.
Q:  What if I didn't receive a confirmation email?
A: 

If you don't receive your confirmation, it is possible the email may be in your SPAM folder; please check it for an email from the applicable address below. U.S. residents may visit the Allianz Global Assistance site to retrieve your policy. Non-U.S. residents can contact the insurance provider directly.
(US) Allianz Global Assistance US customerservice@allianzassistance.com
(BR) Mondial Assistance faleconosco@mondialtravel.com.br
(CA) Allianz Global Assistance questions@allianz-assistance.ca
(MX) Allianz Global Assistance Mexico travelprotect@allianz-assistance.com.mx
(UK) Allianz Global Assistance insurance@allianz-assistance.co.uk

Q:  Can I change or cancel my insurance policy?
A:  U.S. residents can modify or cancel a policy online by visiting the Allianz Global Assistance site to Manage Your Policy. Non-U.S. residents should contact the applicable travel insurance provider as cancellation policies vary by country of residence. You may incur additional costs for changes to your policy.
Q:  What is an example of a covered reason for cancellation?
A:  There are many covered reasons for cancellation. The most common reason travelers cancel their trip is due to injury or illness. Restrictions may or may not apply for existing medical conditions; please review your Certificate of Insurance/Policy for details.
Q:  Doesn't my credit card or auto, homeowner or health insurance provide coverage for me while I'm traveling?
A: 

Credit cards and conventional insurance provide important benefits, but in many instances, do not cover the prepaid or added expenses associated with changes to your travel plans. They often lack coverage for unforeseen travel expenses that stem from cancellations, interruptions or delays and may not extend to nonrefundable deposits and payments if you need to cancel or interrupt your travel. Plus, filing a claim on these policies could increase your premium costs. (Check your specific policies to determine the coverage/benefits available to you in a travel emergency.)

In addition, most U.S. health insurance benefits are reduced when policy holders travel out of network, and very few cover more than a fraction of the cost for overseas health care. More importantly, medical transportation from another U.S. or foreign city back home could be very costly. Travel insurance can help protect your trip costs and can cover many gaps left by these other plans. (Certain exclusions, conditions and limitations apply.)

Q:  Can I cancel my trip for any reason and receive a full refund?
A:  No. Trip Cancellation coverage will only refund prepaid, non-refundable payments if you have to cancel for an unexpected covered reason. Reasons may include sudden covered medical emergencies, death of a family member or traveling companion, certain terrorist acts, being called for jury duty, or bad weather that completely shuts down your common carrier. Please see the Certificate of Insurance/Policy for complete details. Terms, conditions, and exclusions apply. Simply changing your mind is not a covered reason.
Q:  Are there medical conditions or events that are not covered?
A:  Yes, every insurance plan contains restrictions and limitations. Some travel insurance plans include coverage for existing medical conditions and others do not. Certain events such as participating in high-risk sports like skydiving, extreme skiing, bungee jumping, and mountain climbing may not be covered. This information can be found in the terms and conditions of the policy you purchased or are considering purchasing.
Q:  Why isn't my travel insurance purchase displayed in my itinerary?
A:  Travel insurance products are sold by third-party insurance providers, not American Airlines. Therefore, you will receive a separate confirmation. All policy documentation will be sent directly to you from the insurance provider.
Q:  Is my travel insurance cancelled automatically if I cancel my travel arrangements?
A:  No. Please contact the applicable travel insurance provider as soon as possible to make any changes and/or cancellations to your travel insurance.
Q:  How do I file a claim?
A: 

Claims should be filed directly with your travel insurance provider.
(US) You can File a Claim online or download a form and mail it to P.O. Box 72031, Richmond, VA 23255-2031 or fax to 804-673-1469.
(BR) To file a claim, call the 24-hour call center (+55 11 4126-1980) or access the website where you will be able to obtain the necessary information and forms.
(CA) If an event covered by your certificate occurred, you can file a claim online or download a claim form on the claims website. Further directions for submitting your claim are available online. Alternatively, you may call the number listed on your Declaration Page to obtain a claim form.
(MX) To file a claim please call 01-800-999-9922 (24 hours) or email travelprotect@allianz-assistance.com.mx and you may obtain the necessary information and forms.
(UK) You may notify Allianz Global Assistance of a claim by phone on 020 8603 9958 (between 8am and 6pm Monday to Friday or 9am - 12 noon Saturdays).

Q:  How can I track my claim status?
A: 

To determine the status of a claim, contact your travel insurance provider.
(US) You can track claim status online.
(BR) You can obtain information about your claim by calling the 24-hour call center (+55 11 4126-1980).
(CA) Allianz Global Assistance will review your claim within 15 business days of receiving the completed claim form and all of the supporting documents in their office. Since claim statements and payment cheques for eligible claims are sent via mail, please allow additional time before calling to check your claim status.
(MX) To track your claim, call 01-800-999-9922 (24 hours) or email to travelprotect@allianz-assistance.com.mx
(UK) To check claim status, call Allianz Global Assistance by phone on 020 8603 9958 (between 8am and 6pm Monday to Friday or 9am - 12 noon Saturdays).

Return to Top