Claims

What to do in case of illness in Germany

Please stick to these rules in case of illness:

1. If possible, please see a general practitioner first before you see a specialist.
2. Hand your insurance confirmation or medical info card to the doctor in charge prior to any treatment. These documents contain vital information concerning your insurance cover.
3. In case of extensive treatment, you should get a medical costs projection.
4. After treating you, the doctor will give you an invoice. This invoice must include: name of the treated person, illness, type of individual medical services performed as well as the total treatment costs. Please submit the invoice to us. Please use this online form. Please indicate an bank account to which the reimbursement should be made.

What to do in case of illness abroad (not in the US or Canada)

You are covered by international health insurance. For information on our policy’s benefits and benefit exclusions, go to our section on the corresponding product pages.

Regarding our tariffs PROTRIP-WORLD, PROTRIP or the DIA-Weltpolice the easiest way is to use the Air Doctor App for all outpatient treatments. Book a free appointment directly in the app! No matter whether it's with a general practitioner, a hospital or a specialist. All outpatient examinations can be booked via the app and you no longer have to pay in advance: The costs are settled with us directly via Air Doctor within the scope of your insurance.

If you do not want to do this, you can also search for a doctor without the app. If necessary, point out the scope of benefits of your insurance to the treating doctor in order to avoid overtreatment. Inform your treating doctor (where applicable) about your policy’s scope of benefits to avoid overtreatment. After treating you, the doctor will give you an invoice. This invoice must include: name of the treated person, illness, type of individual medical services performed as well as the total treatment costs. Please submit the invoice to us by using this online form. Please indicate an bank account to which the reimbursement should be made.
Please note: Laboratory invoices and prescriptions for prescribed medicines can only be reimbursed if we also receive the doctor's invoice (with diagnosis).

What to do in case of illness the US or Canada

It is best to use the Air Doctor App for all outpatient treatment. Book a free appointment directly in the app! It doesn't matter whether it's with a general practitioner, a hospital or a specialist. All outpatient examinations can be booked via the app and you no longer have to pay in advance: The costs are settled with us directly via Air Doctor within the scope of your insurance.

If you are unable to find the right doctor through Air Doctor, please contact our partner Global Excel in Canada for advice and support – if possible prior to a medical treatment (24-hour emergency number). The staff of Global Excel will help you to choose the right doctor or hospital, will explain all the billing details and can take care of direct billing with doctors and hospitals. You can call Global Excel 24/7 in the USA and in Canada at +1-877-835-6243 (toll-free)..

Please present your insurance certificate to your treating doctor prior to the start of treatment. Your insurance certificate provides the doctor or hospital with all necessary information about the billing of their services. In most cases, direct billing with the treating doctor will be possible without you having to make an advance payment. After treating you, the doctor will give you an invoice. This invoice must include: name of the treated person, illness, type of individual medical services performed as well as the total treatment costs. Please submit the invoice to our office in Canada. Under normal circumstances, our office will then settle the billing directly with the treating doctor.

Global Excel Management Inc
73 Queen Street
Sherbrooke, Quebec,
Kanada
Toll-free:+1-877-835-6243
E-Mail:drwalterclaims@globalexcel.com

Please use our Emergency Service for further information about emergencies.

What to do in case of accidental damage, liability loss, contents damage and damage to baggage

Don’t forget to report the damage to the police. You should also inform the tour operator about the problem since damages are sometimes also insured through them. You also need a written confirmation from the hotel, railway company or airline about the damages incurred. Please hand in a detailed report on the circumstances of the loss as well as the original invoice documents for all costs incurred.

You can submit us your bill quick and easy online here.