Important information concerning trip cancellation insurance

We have been receiving many inquiries about trip cancellation insurance due to the covid-19 (coronavirus) pandemic. Please note the following points:

  • First, please contact your tour operator, booking website or service provider directly (airline, hotel, rental car agency); for package tours booked through a tour operator, the tour operator is liable first (package travel law).
  • For trips put together and booked individually: contact the service providers with which you booked your trip (for example, airline and car rental agencies, hotels, event organisers, etc.) to check the rebooking and cancellation options and to request a refund.
  • We ask that you enclose all necessary documents (reservation, cancellation and rejection of reimbursement claims by the service provider) with your claim so that our insurance partners can carefully analyse the damages.
  • Trip cancellation insurance is only effective if
    • all travellers are a part of the same household (only partners and children up to 25 years of age);
    • at least 60% of the trip was paid for with the card;
    • no reimbursement has been issued by the tour operator;
    • the General Insurance Conditions were complied with.

Please note the General Insurance Conditions and our travel insurance FAQs.

The official recommendations in force at the time of booking may have an influence on the insurance cover. Before booking a trip, please make sure you follow the recommendations and instructions of the relevant authorities - FDFA (Swiss Federal Department of Foreign Affairs) and FOPH (Federal Office of Public Health).

Unfortunately, due to the large number of inquiries, there may be a wait time before we can process your request and the insurance claims.

Our insurance partners are monitoring further developments on a daily basis. For updates, adjustments and additional information, please see our website

Support & contact

Contact us, or find the answer to your query in our frequently asked questions. You can find all the relevant documents under Downloads.

Frequently asked questions (FAQs)

Do you have a query? You will find a solution in our extensive support section.  We have put together the most common questions and answers (FAQs) for you.



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