AXA Luxembourg covers the costs in accordance with the insurance conditions in force for customers who have to cancel their trip due to serious illness or serious accident. As a reminder, "serious illness" is understood to mean: a deterioration in health certified by a medical authority known to be competent, preventing the patient from leaving the room (movement not authorised) and involving the cessation of all professional or other activity.
In the case of COVID-19, for the cover to apply, the insured person must provide evidence of a medical certificate attesting to his or her inability to travel, which is the case if the screening test is positive.
For travellers already in areas affected by quarantine or the travel ban, AXA Luxembourg will help them leave the territory by organising the return trip if necessary or by paying the related expenses.
In addition, medical expenses will be covered in accordance with the terms and conditions of insurance in force.
Cancellations of trips to contaminated areas or to countries with administrative travel restrictions such as the United States, decided on preventive grounds, are not covered. In this case, you must contact your travel operator.
If you have any questions regarding travel cancellations or incidents, please contact you agency or our customer service department on (+352) 4024241
Does the cancellation cover apply if ?
For Coronavirus-related services, the following rules apply:
In the event of contamination by the Coronavirus, a return to Luxembourg can only be organised after complete recovery. When medical care abroad is not sufficient, our customers are transferred to a nearby hospital with the appropriate infrastructure. For seriously ill persons, repatriation to Luxembourg is looked into. In this case, however, it should be noted that the provisions of the country concerned on entry and exit from the territory must be respected and that repatriation can only be carried out after a two-week quarantine.
With regard to the application of home help services, these are covered only in the Optisoin range under the following conditions:
If you have any questions regarding the reimbursement of healthcare costs, please contact contact you agency our customer service department on (+352) 4024241. For hospitalisation or repatriation requests, here are the numbers to contact 24 hours a day:
- Hospitalisation United States & Canada: (+1) (305) 530 86 00
- Hospitalisation Rest of the world: (+ 352) 44 24 24 48 48
- Repatriation, transport to a hospital, search or rescue: (+ 352) 44 24 24 46 24