Coronavirus: questions and answers on AXA Intertours travel insurance

Have you booked a trip that you have to cancel because of coronavirus? Or would you like to return from a risk area? Here you will find answers about when travel insurance pays out with the cancellation costs and personal assistance modules and everything else you need to know about coronavirus. 

The questions and answers listed apply to customers who took out AXA Intertours travel insurance prior to March 13, 2020. Other conditions may apply to more recent contracts.

Updated information

Latest news: Information on the cancellation of the UEFA European Football Championship

Based on the government’s current travel recommendations, AXA will cover the cost of planned trips until April 30, 2020 with immediate effect.  If you are abroad and have to interrupt your trip because of the coronavirus, we will advise you about your return travel and pay any additional costs in accordance with the General Insurance Conditions.

Travel cancellation costs are also covered if booked events have been called off at official level due to coronavirus and you would only have traveled to that place for that event.

For trips booked after March 14, 2020 with departures until end April 2020, cancellation costs are not covered. 

If you book a trip after March 14, 2020 before the travel restrictions in connection with coronavirus are lifted, this is not currently covered either. 

If you would like to report a canceled trip or an incident, you can do so quickly and easily online.

If you have any questions about travel cancellations or travel incidents, please contact the hotline: tel. 0800 809 809. As we are currently receiving a lot of enquiries, you may be subject to longer waiting times than usual if you call us by phone. 

Does the travel insurance provide general cover for the risk of epidemics?

Yes. AXA assumes the costs in accordance with the valid insurance conditions if customers with an Intertours insurance policy have to cancel their trip to officially confirmed locked-down, quarantine or epidemic areas or cannot continue their trip as planned.

For customers to be covered, an official body (such as the FDFA or FOPH; or equivalent bodies in other countries) has to have declared the area a quarantine or epidemic area.

Based on the government’s current travel recommendation (as at March 13, 2020), AXA will cover the cost of planned trips until April 30, 2020 with immediate effect. 

Can I cancel a trip to Italy or vacation in the USA that I have already booked? 

Yes, based on the government’s current travel recommendation (as at March 13, 2020), you can definitely cancel trips to Italy or the USA until a travel date of April 30, 2020. The same applies as to trips to other officially confirmed locked-down, quarantine or epidemic areas: If you have to cancel a trip or cannot continue as planned, your travel insurance will cover the costs. AXA will help travelers already in these areas to return home by organizing travel if necessary or by covering costs incurred. If someone still books trips now to an officially confirmed locked-down, quarantine or epidemic area, these are no longer insured. You can find up-to-date information on individual travel destinations, for example, at www.safetravel.ch. 

UEFA has cancelled the UEFA EURO 2020 Football Championship: What costs are paid by my travel insurance?

The organizer is generally responsible for reimbursing the ticket price.

As UEFA is not an official government body, the costs of return travel and accommodation would generally not be insured. However, we consider major international events such as the European Football Championship separately and are being accommodating to our customers. If you would have travelled to a location for the sole purpose of attending the European Football Championship, your travel insurance will assume your cancellation costs on a subsidiary basis if you are unable to cancel or rebook your trip or accommodation free of charge.

Should I even be booking a trip to Italy or another region?

For trips booked after March 14, 2020 with departures until end April 2020, cancellation costs are not covered. 

If you book a trip after March 14, 2020 before the travel restrictions in connection with coronavirus are lifted, this is not currently covered either. 

How will your insurance handle cases of customers wishing to cancel other trips planned for May or June? 

If you travel on the stipulated travel date to areas that are not officially confirmed as locked-down, quarantine or epidemic areas, the insurance will not assume any cancellation costs if you wish to cancel your trip. If the area in question does turn out to be officially confirmed or locked down on the date on which you embark on your trip, AXA will assume the costs with retroactive effect. 

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What happens if I am currently in a risk area?

AXA will assist the return of travelers who are in officially confirmed quarantine or epidemic areas. Where necessary, we will arrange the return trips or assume the costs incurred.

Does the travel insurance cover the costs if I cancel a trip because I am afraid?

Cancellations of trips after April 30, 2020 to areas that are not or have not yet been officially confirmed as locked-down, quarantine or epidemic areas are not covered.

Can I still take out travel insurance today for summer vacations or for vacations at a later date if I haven’t yet booked them? Coronavirus could still be active for some time.

You can still take out travel insurance with AXA if you don't have any yet. If you take out travel insurance after March 13, 2020, you will no longer be covered for all claims related to coronavirus or general epidemics, however. If you book a trip to areas that are already considered to be locked-down, quarantine or epidemic areas at the time of booking, AXA will assume none of the costs if the trip is canceled. The situation is changing all the time. Before booking any travel, we recommend that you get the latest updates about the current situation by consulting this website and also www.safetravel.ch.

What about events that have been canceled due to the coronavirus?

If you had planned to travel to a location with the sole purpose of attending a special event, the travel insurance will cover the costs of canceling your trip. It will also pay, for example, for any train tickets that you had bought specifically for traveling to the event. Any hotel rooms that you have booked exclusively for the event would also be covered. This is always subject to the condition that the event has been canceled by an official body. 

Are admission tickets and tickets for events also covered? 

No, we don't cover individual tickets. These are primarily the responsibility of the organizers. Previous experience has shown that they are also very accommodating in offering alternative solutions or refunds. This is of course with the exception of areas that are already under quarantine.

How about a package tour to an event? 

If you have booked a package tour, the Federal Package Travel Act stipulates that the organizer must bear the costs of all the associated expenses. In this case, the travel insurance does of course cover cancellations on a subsidiary basis. 

Does the travel insurance cover the costs of a flight to China if this is canceled by the airline?

Generally, the airline is under an obligation to indemnify if a flight to a risk area is canceled. Previous experience has shown that airlines are also very accommodating in offering alternative solutions or refunds. If this does not apply in your case, AXA travel insurance will bear the costs. The same applies if you have booked accommodation for a trip to China and the flight is canceled: here too, the airline is generally under an obligation to indemnify. 

Does the travel insurance cover the costs if I cancel a trip to China because of fears of infection? 

Yes. AXA assumes the costs in accordance with the valid insurance conditions if customers with an Intertours insurance policy have to cancel their trip to China or cannot continue their trip as planned. 

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