Frequently Asked Questions
The Abercrombie & Kent Guest Protection Program is a package of travel insurance coverage and emergency assistance services designed to meet the particular needs of our guests. One major benefit is that the program reimburses you for cancellation penalties, or provides reimbursement for the unused portion of your trip should it be interrupted, when you are forced to cancel or interrupt your trip due to a covered reason.
- Why should I purchase Abercrombie & Kent's Guest Protection Program?
You've saved, you've waited and now you're all set to go on the vacation of your life - an Abercrombie & Kent vacation. Preparing for your trip includes covering your trip from unfortunate occurrences that threaten to interfere with even your best-laid plans. By purchasing Abercrombie & Kent's Guest Protection Program, you can protect yourself against cancellation penalties, medical expenses, baggage loss and delays, as well as gain access to traveller's assistance services.
Did you know that Abercrombie & Kent's Guest Protection Program could cover you if:
- Someone in your immediate family suffers an illness or injury, even if they aren't scheduled to travel with you
- You become ill and can't travel because your child comes down with the chicken pox and you are quarantined
- Your primary residence becomes flooded due to a hurricane or natural disaster
- A family member passes away, and you must return from your vacation early
- Your luggage is lost, damaged or delayed by the airline
- You twist your ankle and must visit a doctor while travelling
- Other unforeseeable events as listed in the Guest Protection Program
- What does it cover?
Abercrombie & Kent's Guest Protection Program includes pre-departure and post-departure coverage for the following:
- Trip Cancellation and Trip Interruption
If you must cancel or interrupt your trip due to a covered reason, the plan provides coverage up to your total vacation cost ($100,000 maximum).
Covered reasons include illness, injury or death to you, a travelling companion or a family member. Additional covered reasons for cancellation include jury duty, subpoena, having a primary residence made uninhabitable by a natural disaster, hijacking, quarantine or being involved in a documented traffic accident en route to destination. Please refer to the Guest Protection Program for details.
- Trip Delay
If you should miss the departure of your trip due to carrier-caused delays or other covered reasons, and booked your trip on or after 1/1/16 , the plan reimburses you for unused prepaid trip expenses and additional, meals, hotel, and transportation expenses from the point where you were delayed to a destination where you can rejoin the trip. (If your trip was booked prior to 1/1/16, the plan will only reimburse additional transportation expenses.)
- Emergency Evacuation/Repatriation
If an injury or illness requires emergency evacuation or repatriation to the nearest appropriate medical facility, the plan will reimburse up to $100,000 for covered transportation expenses or in the event of your death, toward the expenses associated with transporting your remains home.
- Accidental Death & Dismemberment
Pays for loss of life or limb if it occurs within 180 days of an accident during your trip.
- Medical Expense
If you become ill or injured while on your trip, the plan will reimburse you up to $25,000 in medical expenses incurred while travelling. Medical coverage while travelling overseas is particularly important, as Medicare and HMOs may not cover medical expenses incurred outside the U.S.
- Baggage & Personal Effects Loss and Baggage Delay
If your baggage and/or personal effects should become lost, stolen or damaged during or while in transit to or from your vacation, the plan will reimburse you up to $2,000. The program also includes baggage delay coverage, covering you up to $1,000 for the purchase of necessary items in the event your luggage is delayed by a common carrier for more than 24 hours from the time you arrive at your trip until your baggage is returned to you.
- 24-Hour Worldwide Emergency Assistance
This is a 24-hour emergency telephone assistance hotline provided by On Call International to help with travel-related emergencies ranging from cash transfer, legal, dental, or medical referral, lost travel documents assistance, as well as medical consultation and monitoring.
- Are my airline tickets covered?
The Guest Protection Program can cover your airfare whether or not your air was booked through Abercrombie & Kent, provided that the cost of your airfare is included in your trip cost for the purposes of calculating your plan cost.
- Will my current homeowners, renters, credit card, or health insurance policies cover me during my trip?
Other insurance may not offer coverage while you travel due to coverage terms, restrictions, or limitations. Most people don't have any insurance coverage at all if they must cancel their trip. Abercrombie & Kent's program has a wide range of travel benefits that other insurance may not offer. The medical expense coverage included in Abercrombie & Kent's program is absolutely vital for people whose health insurance plan may not pay for medical expenses incurred outside of the United States (e.g., Medicare, certain HMOs, etc.)
- Is there help while I'm travelling?
One of the valued services provided by the Abercrombie & Kent's Guest Protection Program is 24/7 Worldwide Emergency Assistance. With On Call International, a leader in the field, you have access to the services of a highly trained, multi-lingual staff to assist you around the clock with such emergencies as cash transfers, lost documents, medical or legal monitoring, or referrals. They are also equipped to respond in many unexpected circumstances.
If an emergency should arise during your trip, call On Call International immediately and give the details of your problem or medical emergency.
- Where can I call for more information?
You may call our plan administrator at 800 323 4947, with any questions regarding Abercrombie & Kent's Guest Protection Program. Their service representatives will be happy to assist you.
- I know that I have a pre-existing medical condition; will the plan cover me?
Even if you have a medical condition that has been unstable in the last 60 days, you should still consider enrolling in the Guest Protection Plan because the Pre-Existing Condition exclusion can be waived by simply enrolling in the plan within 14 days of your deposit payment. Doing so will waive the exclusion in the plan so that trip cancellation or interruption due to a pre-existing medical condition can be covered. So long as you are medically able to travel at time of purchase, and you insure all prepaid covered trip costs. Waiving the Pre-Existing Condition exclusion is the easiest way to help alleviate doubt as to coverage due to chronic medical conditions, There are some conditions that will remain excluded, such as anxiety-related mental or nervous disorders. Please see the Exclusions section of the Guest Protection Program to view these conditions.
- When is payment for the plan due and how do I enroll?
The cost of the plan will automatically be reflected in the total amount due on your invoice. You are enrolled upon Abercrombie & Kent's receipt of payment of the applicable plan cost (in addition to required deposits and/or final balances). If you wish to cover the cost of your airfare, contact Abercrombie & Kent so they may recalculate your plan cost.
- When does coverage go into effect and will it cover me for the entire length of my trip?
The Trip Cancellation coverage takes effect upon receipt of the required plan cost by Abercrombie & Kent. All other benefits will take effect at 12:01 A.M. on your scheduled departure date and location. Your coverage will remain in effect until 11:59 P.M. on your scheduled completion date or your return to your origination point as stated on your tickets, whichever is earlier. Please see the Certificate of Insurance for more detailed information.
- What is required to waive the Pre-Existing Condition exclusion?
With Abercrombie and Kent's Guest Protection Program, you can secure wavier of the pre existing medical conditions exclusion by paying your plan cost within 14 days of making your initial deposit. So long as you are medically able to travel at time of purchase and you insure all prepaid covered trip costs.
- What happens if I need to cancel my trip?
Please contact your travel agent, Abercrombie & Kent and our plan administrator as soon as possible in the event of a claim, as the plan will not pay benefits for any additional charges incurred due to a delay in notifying your agent or Abercrombie & Kent of your cancellation. Our plan administrator will then forward you the appropriate claim form in order to file a claim.
- What happens if my travelling companion cancels their trip but I still want to travel?
If your travelling companion cancels due to a covered reason under Abercrombie & Kent's Guest Protection Program and you are forced to pay a "change in occupancy" fee (or single supplement charge), the program will reimburse you for this expense.
- What if bad weather is predicted where I plan to travel? Will Abercrombie & Kent's Guest Protection Program cover me if I cancel my trip?
If inclement weather causes a complete cessation of your common carrier for at least 8 consecutive hours or more, you would be eligible under the Trip Cancellation/Trip Interruption coverage. If you miss a connection to your tour or cruise departure due to an airline delay of 3 or more hours because of weather, the plan contains Missed Connection coverage. For delays of 12 hours or more, the plan provides Trip Delay coverage.
- How do I get reimbursement if my bags and/or personal items are damaged/stolen/lost while I am travelling?
First, obtain verification from the appropriate authority to whom you reported the loss (for example, airline, hotel, transportation official, police, etc.). The baggage portion of the program will reimburse the cost of repair or replacement for the luggage and covered contents inside the luggage up to the plan limits. Upon your return home, request a claim form by contacting our plan administrator. You will be asked to complete the form and submit copies of this information along with your claim form, in addition to any response you may have received from the party responsible for the loss (airline, hotel, etc.) or your Homeowner's policy if you have a rider for specific articles.
- If I require medical care while on my trip, are my medical bills covered?
Yes. The plan reimburses your co-payments or deductibles, up to $25,000 due to an accident or illness that occurs during your trip. In order to be reimbursed, save any receipts and statements from the treating physician. Upon your return home, request a claim form by calling our plan administrator. You will be asked to forward copies of your medical bills, and to provide information on your regular health insurer so the plan may coordinate benefits with them.
- How do I file a claim?
In the event of a claim, please contact our plan administrator at 800 323 4947 8 a.m. - 10 p.m. EST M-F or 9 a.m. - 5 p.m. EST Saturdays, or online 24/7 at travelclaim.com. Please note that you may want to have a copy of your Abercrombie & Kent invoice handy when you call as there are some details that will be needed in order to initiate your claim. This information includes your travel dates, date of cancellation, Abercrombie & Kent booking number and some brief information regarding your reason for cancellation or other type of loss (i.e., trip delays, baggage loss or delay, medical claims, etc.). Important: If you are cancelling your vacation, be sure to also contact your travel agent and/or Abercrombie & Kent to notify them of the cancellation, as well as to avoid additional expenses due to late reporting.
For emergencies during your trip that require evacuation, or other travel-related emergencies, call On Call International and provide them with your plan number and emergency details.
This is only a brief description of the coverage(s) available under Abercrombie & Kent's Guest Protection Program. For details, including terms, conditions and exclusions, please see the Guest Protection Program.
Plans are underwritten by the Unites States Fire Insurance Company. Fairmont Specialty and Crum & Forster are registered trademarks of United State Fire Insurance Company. The Crum & Forster group of companies is rated A (Excellent) by AM Best Company 2013.
Travel assistance services are provided by On Call International and not by United States Fire Insurance Company.
*Please note that not all benefits are available in all jurisdictions. This is intended as a summary of the benefits and services and is not your Policy or Certificate. Complete details of your coverage are available at www.affinitytravelcert.com after your purchase. Please review your policy or certificate for a full list of benefits and exclusions and limitations. State variations may apply. If there is a difference between the information provided in the summary and the provisions contained in the policy/certificate; the policy/certificate will prevail.