Travel insurance

1. Policy benefits

The policy benefits (with the maximum insured limits in US dollars) are shown in the table below.

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2. Policy wordings

The full terms and conditions of Travel Guard's policies can be downloaded by clicking on the name of the country where your travel originates:

The files are in PDF format, so you'll need Adobe Acrobat to view them. We recommend that you download and print the relevant policy for your records.

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3. Assistance

If you have purchased a travel insurance policy, you can call the following numbers for 24-hour emergency assistance:

+971 4 214 3966 (UAE)
+44 1273 400872 (UK)

Alternatively, you can send an e-mail to: flydubai.assistance@travelguard.com

From Sunday to Thursday between 08:30 and 17:00 (UAE time), Arabic-speaking passengers can contact:

+971 4 601 4455 (UAE)

Alternatively, you can send an e-mail to:
servicecenter-me@chartisinsurance.com

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4. Claims

In the event of an insurance claim, you can download the relevant claim form by clicking on the type of claim you are making:

Trip cancellation
Trip interruption / curtailment
Accident & sickness (medical reimbursement) / evacuation & repatriation
Loss of baggage, personal effects & travel documents / baggage delay
Trip delay / missed departure
Personal liability / legal fees

Please note that some claim forms require a physician's medical certificate. Click here to download this certificate.

Once you have completed the relevant claim form, send it to the claims office with the required documentation (see documents required).

Important information

• Failure to call the 24-hour emergency medical assistance numbers in respect of the accident & sickness benefit may invalidate your claim, if any.
• Failure to report a claim within 30 days from the date of loss may invalidate your claim, if any.
• If you go into hospital while you are outside of your country of residence and are likely to be kept as an inpatient for more than 24 hours or if your outpatient treatment is likely to cost more than USD 500, someone should call the 24-hour emergency medical assistance team (on one of the numbers provided in the assistance section) immediately on your behalf. Failure to do so may result in no cover or a reduction in the amount paid for medical expenses.

Claims office

For policies issued in all countries, the postal address is:

Travel Guard
PO box 60108
London
SW20 8US
UK

You can also call the claims office on the following numbers:

+971 4 214 3977 (UAE)
+974 496 7584 (Qatar)
+44 1273 400658 (UK)

Alternatively, you can send an e-mail to:
flydubai.claims@travelguard.com

The working hours of the claims office are Monday to Friday between 08:00 and 17:00 (GMT).

From Sunday to Thursday between 08:30 and 17:00 (UAE time), Arabic-speaking passengers can contact:

+971 4 601 4455 (UAE)

Alternatively, you can send an e-mail to:
servicecenter-me@chartisinsurance.com

Documents required

You'll need to submit your completed claim form along with the appropriate documentation to the claims office. Documents include those listed in the table below. You may also be asked to provide additional documents / information.

Type of claim	Reason for claim	Documents required
All claims		Certificate of insurance or policy number Proof of travel - original boarding pass or original travel itinerary
Trip cancellation or trip interruption / curtailment	Medical condition	Medical certificate
	Injury or illness	Medical certificate Full description of incident (including details of any third party/parties involved if appropriate)
	Death	Certified copy of death certificate
	Redundancy	Letter from former employer confirming termination of employment and other employment details
	Jury duty	Copy of summons to jury duty
	Any other reason	Incident report with details of circumstances resulting in submission of claim
Accident & sickness (medical reimbursement)	Sickness	Medical certificate Passport copies showing exit date from city of departure and entry date into city of arrival Original receipts for all expenses incurred
	Accident or injury	Medical certificate Passport copies showing exit date from city of departure and entry date into city of arrival Original receipts for all expenses incurred Incident report with details of circumstances resulting in submission of claim
	Death	Certified copy of death certificate Grant of probate/letters of administration (if claim is submitted on behalf of the estate of a deceased insured)
Loss of baggage, personal effects & travel documents and baggage delay	Baggage loss (not in custody of common carrier)	Police report
	Baggage loss (in custody of common carrier)	Property Irregularity Report (PIR) from the carrier, baggage tags and confirmation that no payment has been issued Statement of items lost (verified by the carrier)
	Damage only	Estimate for repair - retain all damaged items as you may be asked to forward them to the claims office
	Baggage delay	Property Irregularity Report (PIR) from the carrier, baggage tags and details of the date and time the baggage arrived Original receipts for essential purchases of clothing and toiletries
	Loss of passport	Consular report and police report Original receipts for expenses incurred to replace passport or travel documents
Trip delay		Airline confirmation letter stating the reason for and duration of the delay
Missed departure		Confirmation of the reason for the delay and how long it lasted from the appropriate authority
Personal liability & legal fees	Personal liability	Incident report (including details of any witnesses or third parties involved)
	Legal fees	Proof of injury, illness or death Proof of the nature of legal costs incurred Original receipts for legal expenses

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5. Certificate of insurance

Please click on the link below to view or print your certificate of insurance:

Certificate of Insurance

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6. Questions about “Travel Guard for flydubai”

General

What is "Travel Guard for flydubai"?
"Travel Guard for flydubai" is designed to protect you if (due to unforeseen circumstances) you have to cancel your trip, need to seek emergency medical treatment or return home early. It is a travel insurance policy underwritten by Chartis Inc. member companies or third party affiliates licensed to provide travel insurance in the country where your travel originates.

How do I purchase "Travel Guard for flydubai"?
You can purchase "Travel Guard for flydubai" when you book flights at flydubai.com, via the flydubai call centre or through one of flydubai's travel partners.

Who can apply to be covered by "Travel Guard for flydubai"?
Any flydubai passenger aged over 14 days can be covered by a "Travel Guard for flydubai" policy. The passenger must be a resident of the country where travel originates. Passengers aged between 14 days and 2 years will be covered for free when travelling with a parent on the same flydubai booking.

What is the maximum period of cover?
"Travel Guard for flydubai" covers you for the duration of your trip or up to a maximum of 90 days from the date of travel (based on the travel dates provided). For one way travel, cover can be provided for up to 7 days from arrival at your destination on a flydubai flight.

Will I still be covered if I catch a connecting flight with a different carrier?
With "Travel Guard for flydubai", cover is limited to flydubai flights.

Procedures

What do I do if I have an emergency or accident while I'm travelling?
For 24-hour emergency assistance, please contact one of the numbers listed in the assistance section. It's important that you call the numbers provided by Chartis as detailed in your policy before taking any action.

For any outpatient treatment, please retain all original receipts and claim them on returning to your country of residence. For more details, please refer to the claims procedure document and the relevant claims form.

Can I cancel my policy and get a refund?
No. Travel Guard travel insurance policies purchased from flydubai cannot be cancelled and the premium will not be refunded. However, if you purchase a policy in Qatar, you can cancel it within 14 days from the date of purchase. Policies purchased in Qatar must be cancelled at least 24 hours prior to travel and can only be cancelled if no claim has been filed against it. If the Qatar policy is cancelled at least 24 hours prior to travel, within 14 days of purchase and there is no claim filed against it, you are entitled to a full refund. To cancel a policy purchased in Qatar, please call +974 496 7424 or send an e-mail to:
servicecenter-me@chartisinsurance.com

Can I amend my policy?
Yes. Travel Guard travel insurance policies purchased from flydubai can be amended as long as the insured passenger has not yet flown on the return sector. Where the travel period is reduced, the existing policy applies. Where the travel period is extended, a new policy will be issued once any incremental charges have been paid to flydubai.

If I change my return date after purchasing insurance, what is the period of cover?
Cover starts from the date your trip is booked to begin and finishes on the date your trip is booked to end. If you return to your country of origin earlier than originally booked, cover ceases on arrival.

What happens with my policy if flydubai reschedules my return flight to a later date?
If your return flight is rescheduled by flydubai to a later date, your Travel Guard travel insurance policy is automatically extended up to a maximum of 3 days.

Do I have to carry a copy of my certificate of insurance with me when I'm travelling?
No. You don't need to carry a copy of your certificate of insurance with you when you're travelling. You just need your insurance policy number.

What do I do if I do not receive or lose my certificate of insurance?
If you do not receive the certificate of insurance via e-mail, you can view and re-print it by clicking here.

Where can I view the full terms and conditions of my policy?
The full terms and conditions of your policy can be downloaded as a PDF from the policy wordings section.

Coverage

What are the policy benefits of "Travel Guard for flydubai"?
Please refer to the policy benefits table above.

When does my cover begin?
Cover for trip cancellation begins at 00:01 the day after the policy is purchased. Cover for all other benefits begins at the time and date your trip starts.

How will my outpatient medical expenses be paid?
You will be reimbursed for outpatient medical expenses incurred on an actual basis for all covered accident & sickness related claims as per the policy.

If I need treatment for an illness during my trip, can I claim for medical/hospital and other related expenses?
Yes. "Travel Guard for flydubai" covers emergency illness medical expenses. These can be claimed for as detailed in the claims procedure document for covered illnesses.

Will my policy cover sports and similar activities?
No. Your policy will not cover sports and similar activities as detailed in the policy wordings.

If I cancel my trip for any reason, will I get my money back through the trip cancellation benefit?
The trip cancellation benefit only applies for specific reasons as detailed in the policy wordings. Covered reasons include, but are not limited to, unforeseen emergencies such as illness or death involving you, your travel companion and/or an immediate family member. Pre-existing medical conditions and injuries known to any person who your trip depends on are not covered.

Can I buy travel insurance if I have a pre-existing medical condition?
Yes. However, Travel Guard has exclusions on pre-existing medical conditions. These are detailed in the policy wordings. Pre-existing medical conditions refer to illness, disease or other medical conditions that you knew about before you purchased travel insurance.

Does the baggage and personal effects benefit cover theft?
Yes. Your policy will cover theft (and damage due to attempted theft) as long as it occurs during your trip.

Claims

How do I report a claim?
To report a claim, you can either call or send an e-mail. Contact details are listed in the claims section. A representative will review the claim and explain exactly what type of information is required from you to process the claim. You'll then need to post or e-mail the relevant claim form with all of the requested documentation. You can download a copy of the relevant claim form by clicking here.

How long will it take to process my claim?
Your claim will be processed within 14 days of you submitting all the required documentation.

Is there a time limit for filing a claim?
All claims must be submitted within 30 days of your policy ending.

What do I do if I disagree with the claims decision?
You'll be advised in writing of your right to appeal the claims decision and of the procedures for lodging an appeal with the local insurance company. You can appeal to the claims manager by calling +971 4 601 4455 or by sending an e-mail to:
servicecenter-me@chartisinsurance.com

Can I make a claim if flydubai has cancelled my flight?
No. You cannot make a claim if flydubai cancels your flight.

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7. Disclaimer

"Travel Guard for flydubai" is underwritten by Chartis Inc. member companies or third party affiliates licensed to provide insurance in the country where your travel originates. flydubai assumes no responsibility for the payment of any claims made through your Travel Guard policy. The information and descriptions contained herein are not complete descriptions of the products and services, but are general information. Please refer to the actual policy wording, which will contain reductions, limitations, exclusions and termination provisions. Not all cover will be available in every country. If there is any conflict between the contents of this website and the policy wording, the policy wording will govern in all cases. Certain names, words, titles, phrases, logos, icons, graphics or designs on this website may constitute trade names, registered or unregistered trade-marks ("Trade-marks") of Chartis and used under licence by Chartis. All information on this website is protected under copyright legislation.

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