Travel insurance

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

Policy benefits	If you’re aged 3 months to 64 years	If you’re over 64
Trip cancellationDeductible*	USD 1,000N/A	USD 1,00020% of total amount claimed
Trip interruption/curtailmentDeductible	USD 1,000N/A	USD 1,00020% of total amount claimed
Accidental & sickness (medical reimbursement)Deductible	USD 50,000USD 50	USD 10,000USD 200
Evacuation and repatriation	Included under accident & sickness	Included under accident & sickness
Loss of baggage, personal effects & travel documentsSingle item limitValuable limit	USD 1,000 Up to USD 250Up to USD 500	USD 1,000 Up to USD 250Up to USD 500
Baggage delayIn excess of:	Up to USD 1504 hours	Up to USD 1504 hours
Trip delayIn excess of:	USD 50 per hour for up to 10h (max)4 hours	USD 50 per hour for up to 10h (max)4 hours
Missed departure	USD 150	USD 150
Personal liability	USD 50,000	USD 25,000
Legal fees	USD 2,000	USD 2,000
Assistance	Included	Included

Trip cancellation
If you’re aged 3 months to 64 yearsDeductible*	USD 1,000N/A
If you’re over 64Deductible*	USD 1,00020% of total amount claimed

Trip interruption/curtailment
If you’re aged 3 months to 64 yearsDeductible*	USD 1,000N/A
If you’re over 64Deductible*	USD 1,00020% of total amount claimed

Accidental & sickness (medical reimbursement)
If you’re aged 3 months to 64 yearsDeductible*	USD 50,000USD 50
If you’re over 64 yearsDeductible*	USD 10,000USD 200

Evacuation and repatriation
If you’re aged 3 months to 64 years	Included under accident & sickness
If you’re over 64 years	Included under accident & sickness

Loss of baggage, personal effects & travel documents
If you’re aged 3 months to 64 years Single item limitValuable limit	USD 1,000 Up to USD 250Up to USD 500
If you’re over 64 years Single item limitValuable limit	USD 1,000 Up to USD 250Up to USD 500

Baggage delay
If you’re aged 3 months to 64 years In excess of:	Up to USD 1504 hours
If you’re over 64 years In excess of:	Up to USD 1504 hours

Trip delay
If you’re aged 3 months to 64 years In excess of:	USD 50 per hour for up to 10h (max)4 hours
If you’re over 64 years In excess of:	USD 50 per hour for up to 10h (max)4 hours

Missed departure
If you’re aged 3 months to 64 years	USD 150
If you’re over 64 years	USD 150

Personal liability
If you’re aged 3 months to 64 years	USD 50,000
If you’re over 64 years	USD 25,000

Legal fees
If you’re aged 3 months to 64 years	USD 2,000
If you’re over 64 years	USD 2,000

Assistance
If you’re aged 3 months to 64 years	Included
If you’re over 64 years	Included

* ‘Deductible’ refers to the amount of money you’d need to pay yourself before you could start claiming any insurance money.

You’ll be covered when you fly from any of the following countries with flydubai:

• Bahrain
• Bangladesh
• Djibouti
• Egypt
• Jordan
• Kuwait
• Lebanon
• Nepal
• Oman
• Pakistan
• Qatar
• Turkey
• United Arab Emirates

Click on the name of the country where you’re starting your journey to download a summary of the cover you’ll get and Travel Guard’s terms and conditions.

If you want to make a claim on your travel insurance, you need to call the claims office on:

• +971 4 214 3977 (UAE)
• +974 4496 7584 (Qatar)
• +44 1273 400658 (UK)

Or email:

• flydubai.claims@travelguard.com
• servicecenter-me@aig.com

The claims office is open from Monday to Friday between 08:00 and 17:00 (GMT).

If you speak Arabic, you can also call +971 4 601 4455 (UAE) from Sunday to Thursday between 08:30 and 17:00 (UAE time).

When you call or email, a representative will explain exactly what you need to do to report your claim.

You’ll need to download one of the following claims forms:

• 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

For some claims, you’ll need a medical certificate for your doctor to fill in.

Once you’ve filled in your claim form, you can email it to flydubai.claims@travelguard.com or post it (along with any other relevant documents) to the claims office at:

Travel Guard
PO box 60108
London
SW20 8US
UK

Important information

• If you want to make an accident & sickness claim, you need to call the 24-hour emergency medical assistance number. If you don’t, your claim might not be valid.
• If you want to make a claim for a lost item, you need to report your claim within 30 days of losing the item for your claim to be valid.

If you go into hospital while you’re outside 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 one of the 24-hour emergency medical assistance numbers immediately on your behalf. If they don’t, your cover might not be valid or you might get less insurance money for medical expenses.

Here are some of the documents you may need to send to the claims office (along with your completed claims form) if you want to make a claim:

Type of claim	Why you are making the claim	Documents you will need
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

All claims
Documents you’ll need	Certificate of insurance or policy number Proof of travel - original boarding pass or original travel itinerary

Trip cancellation or trip interruption / curtailment
Why you’re making the claim	Documents you’ll need
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 Grant of probate/letters of administration (if claim is submitted on behalf of the estate of a deceased insured)
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)
Why you’re making the claim	Documents you’ll need
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
Why you’re making the claim	Documents you’ll need
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
Documents you’ll need	Airline confirmation letter stating the reason for and duration of the delay

Missed departure
Documents you’ll need	Confirmation of the reason for the delay and how long it lasted from the appropriate authority

Personal liability & legal fees
Why you’re making the claim	Documents you’ll need
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

How long will I be covered for?

You can be covered for as long as your trip lasts up to a maximum of 90 days, starting from the day you travel.

If you’re only travelling one way, you can be covered for up to 7 days from the day you arrive at your destination on a flydubai flight.

Will I still be covered if I catch a connecting flight?

You’ll only be covered by Travel Guard for flydubai when you fly with flydubai.

Can I cancel my policy and get a refund?

No, you can’t get a refund if you cancel your policy – unless you bought your policy in Qatar. If you did buy your policy in Qatar, you can get a refund as long as you:

• cancel your policy within 14 days of buying it
  
• cancel your policy at least 24 hours before you travel
  
• haven’t filed any claims against your policy
  

If you want to cancel a policy that you bought in Qatar, call +974 4496 7424 or email servicecenter-me@aig.com

Can I make changes to my policy?

Yes, as long as you haven’t set off on your return journey yet. If you want to stay away for longer, Travel Guard for flydubai will give you a new policy once you’ve paid any extra charges. If you want to stay away for less time that you originally planned, your original policy will still be valid. Your cover will end as soon as you get back.

What happens if flydubai reschedules my return flight for a later date?

Your Travel Guard with flydubai cover will be automatically extended for up to 3 days.

Do I have to carry a copy of my insurance certificate with me when I travel?

No, just make sure you have your policy number with you.

How can I get hold of a copy of my insurance certificate?

If you’ve already taken out travel insurance with Travel Guard for flydubai, you can download a copy of your certificate insurance here.

Where can I see the full terms and conditions of my travel insurance?

You can read the full terms and conditions of your insurance policy by clicking on the country you’re starting your journey from in the list above.

What if I need help with my travel insurance?

You can get 24 hour emergency assistance by calling:

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

Or you can email:

• flydubai.assistance@travelguard.com
• servicecenter-me@aig.com

If you speak Arabic, you can also call +971 4 601 4455 (UAE) from Sunday to Thursday between 08:30 and 17:00 (UAE time).

Is there a time limit for filing a claim?

You need to report your claim no more than 30 days after the end of your insurance policy.

How long will it take to process my claim?

You claim will be processed within 14 days of you sending us the correct documents.

What do I do if I disagree with a claims decision?

You can appeal to the claims manager by calling +971 4 601 4455 or emailing servicecenter-me@aig.com

Travel Guard for flydubai is underwritten by AIG 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 AIG and used under licence by AIG. All information on this website is protected under copyright legislation.