What is Travel Secure by Air Arabia?
Travel Secure is a travel insurance product that is offered by Air Arabia to its customers booking online on www.airarabia.com. It is a policy underwritten by a Chartis Inc. member company or third party licensed to provide travel insurance in the country where travel originates.

How do I purchase Travel Secure by Air Arabia?
You can purchase Travel Secure while booking your flights on www.airarabia.com. If travelling out of the UAE, you can also purchase it by calling the Air Arabia Call Centre or Air Arabia outlets across UAE.

Who can purchase Travel Secure by Air Arabia?
Any Air Arabia passenger over 2 years of age can be covered under Travel Secure. For product description including the excess applied to passengers over 64 years, click here. The passenger has to be a valid and legal resident of the country where he/ she is flying from.

How do I purchase Travel Secure for my infant?
Currently the Travel Secure travel insurance product is not available to infants below 2 years traveling on the airline.

What is the coverage period for Travel Secure for one way trip?
In case of a one way trip, Travel Secure by Air Arabia covers you up to a maximum of 7 days following the Air Arabia flight disembarkation or up to the date of return to your country of origin, whichever is earlier.

What is the coverage period for Travel Secure for return trip?
In case of a return trip, Travel Secure by Air Arabia 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.

Am I still covered by Travel Secure if I catch a connecting flight to a different destination?
Under Travel Secure, air travel coverage is only limited to Air Arabia flights within the Air Arabia network.

What do I do if I have an emergency or accident abroad?
For 24-hour emergency assistance, please contact one of the numbers listed in the assistance section.
It is important that you call these 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 your return to your country of residence. For further details please refer to the Claims Procedure document & the Claims Form by clicking this link here.

Can I cancel my Travel Secure travel insurance?
Travel Secure travel insurance policies purchased from www.airarabia.com cannot be cancelled except for policies purchased in in Qatar, Greece, France, Spain, Italy or Belgium. Should you have purchased your travel insurance policy in any of these countries, refer to your Policy Wordings (terms and conditions) for more details on cancellation terms and process.

Should you have purchased your travel policy in Qatar, you are allowed to cancel your policy within 14 days from the date of purchase. Policies purchased in Qatar should be cancelled at least 24 hours prior to travel and can only be cancelled if no claim has been filed against the policy. For more details on cancellation, please refer to your Policy Wordings (terms and conditions).

Is Travel Secure travel insurance premium refundable?
No, as the Travel Secure travel insurance policy is non-cancellable, the premium is non-refundable. Should you however have purchased your travel insurance policy in Qatar, Greece, France, Spain, Italy or Belgium you may cancel your policy in your Policy Wordings (terms and conditions) and are entitled to a refund.

In case of Qatar, if a 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. Contact details for your cancellation request are: 00974 496 7424 or servicecenter-me@chartisinsurance.com

Can I amend my Travel Secure policy?
Yes, the Travel Secure travel insurance policy can be modified/ amended in special cases, but such change can only be made prior to the departure of the first part of the journey.

What happens to my Travel Secure policy if Air Arabia reschedules my return flight to a later date?
If your return flight is rescheduled by Air Arabia to a later date, your Travel Secure 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 traveling?
No, you don't need to carry a copy of your Certificate of Insurance with you. All you need is your insurance policy number which will be available to you from the email you will receive after purchasing the policy.

What do I do if I did not receive or lost my Certificate of Insurance?
In an event that you did not receive the insurance certificate via email you can reprint or view the certificate of insurance by clicking on the policy reprint section on the insurance pages of the Air Arabia website or by clicking here.

Where can I get the full terms and conditions of my Travel Secure travel insurance policy?
The full Terms and Conditions of your Travel Secure travel insurance policy is available in the policy wording section of the Travel Secure insurance pages on the Air Arabia website or click here.

What kind of benefits do I get with Travel Secure?
For more detailed information about the benefits available, please visit our Product Description and Policy Wording (Terms and Conditions) sections of the Travel Secure insurance pages on the Air Arabia website.

When does my Travel Secure coverage begin?
The coverage for trip cancellation begins at 12:01 am the day after the coverage is purchased. All other benefits become effective on the date and time the insured starts their trip.

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

If I require treatment for an illness during my trip, can I claim for medical/hospital and other related expenses?
Yes, Travel Secure covers emergency illness medical expenses. This can be claimed as detailed in the claims procedure for covered illness in your policy.

Does Travel Secure cover sports and other similar activities?
No, currently Travel Secure does not cover sports and similar activities as detailed in the Policy Wording (Terms & Conditions) page of the Travel Secure insurance pages on the Air Arabia website.

Can I cancel my trip for any reason and get all my money back through my Trip Cancellation Benefit?
The Trip Cancellation Benefit is only applicable for specific reasons as detailed in the Policy Wording (Terms & Conditions) page. 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 Secure if I have a Pre-Existing Medical Condition?
Yes. However, Travel Secure has exclusions on pre-existing medical conditions as detailed in the Policy Wording (Terms & Conditions) page. "Pre-Existing Medical Conditions" refer to illness, disease or other medical conditions that you knew about before you purchased Travel Secure.

Does my Baggage & Personal Effects Benefit cover theft?
Yes, Travel Secure covers theft (and damage due to attempted theft) as long as it occurs during your travel.

How do I report a claim?
To report a claim, you can call our assistance centre on the numbers provided to you in the claims section. A representative will review your situation with you and will explain exactly what type of information we will require in order to process your claim. You will then need to post or email the claim form with a list of the additional documentation needed. You can download a copy of our claim form which is available by clicking here and also view the information that will be required in order to process your claim.

How long is the claim processing time?
Claims will be processed within 14 days after you have submitted all the required documentation.

What is the time limit for filing a claim?
All claims must be submitted within 30 days of your policy end date.

What do I do if I disagree with the claims decision made?
Travel Secure will advise you in writing of your right to appeal the claim decision and of the procedures for lodging an appeal with the local insurance company. You can appeal to:
Telephone: +971 4 601 4455
E-Mail: servicecenter-me@chartisinsurance.com

Can I lodge a claim if Air Arabia has cancelled my flight?
No, Travel Secure does not cover a claim if the airline cancels the flight.