- How can I check out what my travel insurance covers me for?
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Check your policy and if you are still unsure please contact us using the numbers provided in your policy booklet. Mondial Assistance Ireland provides travel insurance to a wide range of clients and the cover levels vary accordingly. Medical emergencies remain our top priority. Please do not use the medical emergency numbers to contact us regarding general claims enquiries - it is important these lines are kept clear for genuine medical emergencies.
- Is Mondial Assistance Ireland Ltd. paying out for claims on this issue and is there a limit to how much they'll pay?
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A volcanic eruption resulting in the closure of European airspace is not a specific insured event, covered in the vast majority of our policies, so you will not be covered for cancellation, delayed departure or abandonment. Please check your policy and if you are still unsure, then please contact us using the numbers provided in your policy booklet.It is also important to note thatMondial Assistance continuesto provide all cover in line with its travel insurance policies according to our normal terms and conditions.
- Where in my policy does it specify that I am NOT covered?
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Some policies have specific exclusions for this situation. Others provide a list of circumstances that are covered. Any circumstances that are not listed under ‘WHAT YOU ARE COVERED FOR’ are automatically excluded. Our policies clearly set out what is insured and what the main exclusions are.
- My policy covers me for Abandonment/Travel Delay due to adverse or bad weather conditions. Is this situation considered to be adverse weather?
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The ash cloud is a result of a volcanic eruption and therefore is not considered to be adverse or bad weather and as it is not a specific insured event, is not covered in the vast majority of our policies. Please check your policy and if you are still unsure, then please contact us using the numbers provided in your policy booklet.
- This is being described as an 'Act of God' in the press, but I can't see any term like that in my policy, does that mean I'm not covered?
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There is no ‘Act of God’ exclusion in our insurance policies as its meaning is not clear. Mondial Assistance Insurance policies do not contain such exclusions. Our policies clearly set out what is insured and what the main exclusions are. If a loss occurs from an event covered, then Mondial Assistance will pay out, in accordance with the terms and conditions.
- My flight has been cancelled, what is the position regarding my travel insurance?
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If your flight is cancelled, most airlines will offer you either a full refund or an alternative flight. In the first instance, please contact your airline or tour operator. A list of our clients’ customer service numbers are detailed later.
- My airline has rearranged my flight for a later date, do I need to get new travel insurance?
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No, as long as the area and duration of your rearranged trip remains the same, then Mondial Assistance will accept the transfer of the travel dates. Pleasecontact us using the numbers provided in your policy booklet and we will transfer your cover.
In the event of flights cancelled, the majority of airlines and tour operators should make a full refund or offer an alternative flight. For those policyholders who did not travel, Mondial Assistance is refunding the policyholder's premium if they purchased a single trip policy or we are transferring their policy to an alternative future trip.Furthermore, for single-trip policies Mondial Assistance has automatically extended the period of cover for those who were or remain abroad
- My flight has been cancelled, and, I am not going to travel at all now, where does that leave my travel insurance?
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If your flight is cancelled and you do not travel, Mondial Assistance will refund your premium if you took out a single trip policy.Pleasecontact us using the numbers provided in your policy booklet and we will assist you in arranging the refund of your payment.
- I was due to go away, but after all that has happened, I am not going to bother, will my travel insurance cover this?
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Deciding that you no longer wish to travel will not be covered by your travel insurance policy.
- I've tried calling to get some advice on my policy, but can't get through, what should I do?
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A volcanic eruption, resulting in the closure of Irish and UK airspace for over five days, is completely unprecedented. Please keep trying, we appreciate the difficulties you may be facing and we have brought in extra staff to help deal with this situation. We are experiencing extremely high volumes of calls at present, but your call will be answered as soon as possible.
Medical emergencies remain our top priority as always and therefore it does not assist us if you use the medical emergency numbers to contact us regarding general claims enquiries. It is important these lines are kept clear for genuine medical emergencies.
- I can't get a flight home, so I am having to stay in my hotel, is there a limit on how much my policy will pay for accommodation?
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Your airline or tour operator may provide hotel accommodation so check with them in the first instance. In a small number of cases, our policies may provide cover for delay at your destination. Please check your policy cover, before spending anything, because you may not be reimbursed for any payments if you are not covered.
- I've been paying for extra food, accommodation and travel costs on my credit card, when will my insurer pay?
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Your airline or tour operator may provide hotel accommodation, food and travel costs, so check with them in the first instance. In a small number of cases, our policies may provide cover for these items, but please check your policy cover, before spending anything, because you may not be reimbursed for any payments if these are not covered.
- I'm stranded abroad, and my single trip policy is due to expire soon; what will happen if I get ill before I return?
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Mondial Assistance Ireland Ltd. will automatically extend the cover until you arrive back in Ireland for up to a further 31 days. This includes full cover for medical expenses and repatriation.
- I booked accommodation and flights separately. The airline is refunding my fares but how do I claim for the cost of unused/non-refundable accommodation?
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Please refer to your policy wording in the first instance. Some policies provide cover under Travel delay/Abandonment or Journey Disruption sections of the policy. Please check the list of circumstances/events that the policy does provide cover for i.e. WHAT YOU ARE COVERED FOR. If the policy does not mention catastrophe or natural disaster within that list, you will not be covered for the reimbursement of the unused costs.
If your booking was made using a credit card, we would urge you to contact your credit card provider to see whether any compensation can be offered by them.
- If I am dissatisfied with the level of cover provided under these circumstances, who do I direct a complaint to?
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Please refer to the ‘HOW TO MAKE A COMPLAINT’ section of your policy wording in the first instance. Alternatively, all complaints will need to be directed to:
Quality Standards Manager
Mondial Assistance Ireland Limited
Claims Department
511 Q House
Furze Road
Sandyford Industrial Estate
Dublin 18
- Where do I get more information on the issues connected with this incident?
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The following websites should be able to provide you with the latest information on travel issues connected with this incident:
· Association of Irish Travel Agents –www.itaa.ie
· Department of Foreign Affairs -www.dfa.ie
· Irish Aviation Authority -www.iaa.ie
· Commission for Aviation Regulation:www.aviationreg.ie
· Met Office Link –www.met.ie
Customer Service Contact Numbers
| Aer Lingus Reservations | 0818 365 000 |
| Aer Lingus Customer Services | 00353 1886 3832 (Fax number only) |
| KLM | 1850 747 400 |
| Travel Counsellors | 021 230 9378 |
| Falcon | 1850 94 61 64 (Republic of Ireland) |
| Falcon | 028 90 389 387 (Northern Ireland) |
| Expedia | 01 524 5005 |
| Air France | 01 605 0308 |
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