Coronavirus and travel insurance– frequently asked questions

General questions

What is the virus called?

The new coronavirus has been named SARS-CoV-2 by the WHO. The infectious illness that it causes is called COVID-19.

How can I avoid becoming infected?

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 tissues in a closed bin straight away and if possible ventilate for 5-10 minutes at least 3 times per day.

Where can I find information on travel warnings?

Travel warnings can be found on the website of the Federal Foreign Office:

www.auswaertiges-amt.de

Travel health insurance questions

Can I cancel a Foreign Travel Health Insurance policy before departing on the trip because I am not able to depart due to infection with coronavirus?

Yes, please inform us of this in writing.

What is the scope of the insurance cover under the Foreign Travel Health Insurance in case of infection with the coronavirus?

If you have a Foreign Travel Health Insurance policy with HanseMerkur, you have extensive insurance cover when abroad. If you become infected with coronavirus during your trip abroad, all medically necessary treatment costs incurred at that location are in principle insured!

This also applies if the World Health Organisation (WHO) classifies the coronavirus as a pandemic.

What is the impact of the global travel warning issued by the Federal Foreign Office (Auswärtiges Amt) in response to the global pandemic on the cover offered by my travel health insurance?

The travel warning issued by the Federal Foreign Office (Auswärtiges Amt) has no impact on your insurance cover. You are not obliged to end your trip prematurely. The agreed period of cover continues to remain valid.

Travel cancellation and curtailment insurance questions

Can I cancel a trip due to the theoretical risk of infection?

All travellers have the right to cancel. However, trip organisers or other service providers are in principle entitled to charge the cancellation fees agreed in the contract.

I am afraid to travel. Which regulations apply in the travel cancellation insurance regarding coronavirus?

The travel cancellation insurance will protect you if you need to cancel your trip due to unexpected and serious illness. Fear of falling ill is not an insured event.

Does the travel cancellation insurance apply in the event of a travel warning from the Federal Foreign Office?

A warning from the Federal Foreign Office is not an insured event. If you have booked a package trip, please contact your tour operator, or if you have booked a modular trip contact your service providers.

Does the travel cancellation insurance apply if I become infected with coronavirus and cannot depart on the trip?

Yes, that is an insured event.

Will the additional costs be reimbursed if I myself am not ill but cannot depart on or return from the trip due to a quarantine situation?

A potential quarantine situation is not insured. This is what is referred to as an “official action”. If you have booked a package trip, please contact your tour operator, or if you have booked a modular trip, contact your service providers.

Can I use my travel cancellation insurance if the authorities do not lock down the holiday resort from the outside world, but impose stringent restrictions resulting from security measures?

Insurance cover only applies to the specific events listed in the insurance terms and conditions. This does not apply to cancellation due to restrictions at the holiday resort.

What happens if you are no longer able to travel to your holiday destination, e.g. if your holiday destination is located in a security zone, an entry ban has been imposed or the hotel is temporarily closed?

You may assert your right to be reimbursed for any payments already made to your travel agency, hotel or landlord of your holiday apartment. There are no claims from travel cancellation insurance.You may assert your right to be reimbursed for any payments already made to your travel agency, hotel or landlord of your holiday apartment. There are no claims from travel cancellation insurance.

Will my premium be reimbursed if my trip is cancelled by the organiser or an entry ban is imposed?

The premium for travel cancellation insurance will not be reimbursed if the organiser cancels your trip or if you are unable to travel due to a ban on entry into the country. The cover provided by travel cancellation insurance applies from the booking date, meaning that the insurance benefit has already been provided.

For "Premium-" and "Komfort-Schutz" Coverage packages, benefits are paid on a pro-rata basis and apply from the start of your trip (travel health insurance, holiday guarantee etc.).