24 hour assistance provided
24 Hour Hotline provides the traveler with a broad range of services in the event of a travel or medical emergency including: medical referral and monitoring, legal assistance, emergency message center, emergency cash transfer, arrangement of medical evacuations or repatriations, emergency translations, and pre-trip assistance. Many companies offer additional services that differentiate them against their competitors. We have listed some of these services on the provider’s page under the “why buy” heading.
A. Pre-Trip Services: APRIL shall provide the following standard travel information to its Clients:
1. Passport and visa requirements including information on how to obtain these documents;
2. Travel advisories;
3. Foreign currency exchange rates;
4. Inoculation and immunization requirements;
5. Temperature and weather information;
6. Address and telephone number of the nearest consulate or embassy;
7. Cultural and other events, if applicable.
B. Express Airport Security Assistance: APRIL will provide the Client information and recommendations on which program is best-suited for their needs based on frequency of travel, destination(s), and home airport(s). APRIL will help the client enroll and set up interviews (when necessary) for the appropriate program(s) including PreCheck, Global Entry, and/or CLEAR. APRIL cannot guarantee that the Client will pass the interview process. All associated fees for these programs are the responsibility of the Client.
C. Lost Luggage: APRIL shall assist a Client with the following items. Any third party expenses, including shipping and/or express delivery charges shall be the responsibility of the Client:
1. Locating his or her lost luggage and if requested, APRIL shall help a Client secure replacement items from home;
2. Obtaining a lost transportation ticket application;
3. Locating his or her lost documents and other important personal items.
NOTE: APRIL will not be liable for lost and unfound pieces of luggage. Any compensation due to lost or delayed luggage that the Client may be entitled to shall be paid by their insurance company and/or airline (unless covered under the General Terms and Conditions of an APRIL policy).
D. Smartphone Travel Applications: APRIL will provide recommendations and instructions for the top smartphone apps that best suit the Client’s device, needs and/or destination. These applications can provide streamlined GPS access to restaurant, destination, event, and attraction information. They may also assist with easily receiving service from taxi or transportation providers or getting status updates on flight information. Other apps help with currency exchange rate information, translation services, navigating airports (including finding lounges), and weather information. Recommendations on additional features and services are available.
E. Identity Theft: Assist identity theft victim by contracting the services of a specialized agency who will order and review credit bureau records on their behalf; investigate financial accounts where identity theft is suspected; assist in the cancellation of credit/debit cards to prevent additional harm; give access to emergency cash if the victim’s financial accounts were forced to be closed; and review account activity to identify any suspicious activities.
F. Airport Transfers: Shared-ride airport shuttle service, providing door-to-door ground transportation with 36 airports nationwide and 4 internationally. If private transfers are requested, we will arrange those on the Client’s behalf. Shuttle or Private transfer fees are the responsibility of the Client.
G. Access to Medical Providers: If requested by the Client, APRIL will provide the contact information of hospitals, dental clinics, physicians or any other specialist in the area where the Client is located. APRIL will also set up appointments when needed. These providers have already been pre-screened and approved for quality control purposes.
H. Medical Transfers: In case of an emergency, APRIL will arrange the transfer of the Client to the nearest medical facility in order for him/her to receive medical attention. When the APRIL Medical Department recommends transfer to a more adequate medical facility, such a transfer will be organized in the conditions and means authorized by APRIL. A doctor or nurse, if necessary, may accompany the injured or ailing Client. Payment for the medical transfer (and potentially an accompanying doctor or nurse) is the responsibility of the Client unless covered under the General Terms and Conditions of an APRIL policy.
NOTE: Only medical reasons, deemed necessary at the sole discretion of the APRIL’s Medical Department, will be taken into account to determine the need and/or urgency of transferring the Client. Should the Client or his/her family decide to make a transfer disregarding the opinion of the APRIL Medical Department, APRIL shall not be liable for such an action, and the transfer, its costs and its consequences will be at the sole risk and expense of the Client and/or his/her family.
I. Medical Repatriation: The medical repatriation of the Client will only be carried out when APRIL’s Medical Department deems it necessary, and exclusively as the result of a serious accident. The repatriation of the injured Client to his/her usual country of residence will be performed by regular airline, accompanied by a doctor or nurse (if applicable and subject to seat availability). This repatriation must be expressly authorized and coordinated by the APRIL Assistance Center involved. Should the Client or his/her family decide to make a medical repatriation disregarding the opinion of the APRIL Medical Department, APRIL shall not be liable for such an action, and the repatriation, its costs and its consequences will be at the sole risk and expense of the Client and/or his/her family.
J. Funerary Repatriation: In the event of demise of a Client, APRIL will organize the funerary repatriation for:
1. The coffin required for transportation;
2. Administrative procedures;
3. Transportation to the airport of entrance to the country of permanent residence of the Client, by the means that APRIL deems most convenient.
K. Medical Expenses Advance: APRIL will not take care of the cost of any of the medical expenses (unless covered according under the General Terms and Conditions of an APRIL policy), but will advance medical payments to the Client up to $10,000 as long as this payment is guaranteed by the Client, the Client’s employer, or a Client’s relative or friend. This guarantee means that the total amount should be debited from a valid debit or credit card from the above- mentioned parties.
L. Medical Assistance Follow-up: In case of an accident or sickness, APRIL will monitor the development of the mentioned event, to make sure the correct procedures are followed until the event is finalized. APRIL will also provide the service of communicating any advances to the Client as well as the Client’s family until the Client medical problem is resolved or stabilized.
M. Eyeglasses/Contact Lens Replacement: APRIL will provide the service for the Client to receive the eyeglasses and/or contact lenses that they need for continuing their trip. The cost for the eyeglasses, lenses, and delivery will be paid for by the Client.
N. Medications Replacement: APRIL will locate the medication the Client needs in case they lose or forget it at some point during the trip. The medication or delivery costs will be paid for by the Client.
O. Return Of Minor: Should a Client be traveling as the only companion of a child (or children) under the age of 15, who is (are) also an APRIL Client(s), and is unable to take care of the child (children) due to an illness or an accident occurred during the trip, APRIL will arrange the trip of a relative to accompany the child (children) back to their permanent place of residence. The choice of the means of transportation to be used for the minor’s escort will be made exclusively by APRIL.
P. Return Of Elderly People: If a Client travels with one or more elders over 75 (seventy-five) that are also Clients of APRIL, and he/she cannot be in charge of accompanying these persons due to illness or accident occurred during the trip, then APRIL will be in charge of organizing the transfer of one relative, so that he/she can accompany the Client(s) to his/her place of permanent residence. The choice of the means to be used will be at APRIL’s exclusive discretion.
Q. Transfer Of A Relative: In case an APRIL Client, traveling alone, is hospitalized abroad, such hospitalization has been authorized by APRIL’s Medical Department, and as long as the foreseen duration of the hospitalization for the Client is greater than 10 (ten) days, APRIL will arrange the trip of a relative, so that he/she may accompany the Client.
R. Restaurant Referrals and Reservations: APRIL shall provide the Client with information on restaurants in all the countries where APRIL provides travel assistance services and will book reservations if requested. All costs associated with this service are the responsibility of the Client. The Client must pay for the meals. APRIL uses publicly available methods to procure the reservations and does not offer any discounts with this service. This is not a service designed to obtain reservations at exclusive restaurants or restaurants that do not take reservations.
S. Event Ticketing: APRIL shall provide tickets to sporting events, theater or concert events worldwide as long as the tickets are available for purchase. Event Ticketing is a service that APRIL offers to Clients to find, purchase, and deliver tickets to certain events. The Client must pay for the tickets and delivery, typically via credit card. APRIL uses publicly available methods to procure the event tickets and does not offer any discount with this service. This is not a service designed to obtain tickets to events that are sold out or are not publicly available for some other reason.
T. Travel Reservation Services: In the event of an emergency, APRIL shall help the Client make emergency travel arrangements, including airline, hotel, and car rental reservations. The Client is responsible for payment of all tickets, accommodations and rentals arranged (unless covered under the General Terms and Conditions of an APRIL policy).
U. Airport Parking: Offsite-airport parking service specifically geared toward the business traveler with:
• A network of over 75 airports
• Online reservations
• Car washing & detailing
• Pet boarding
• Car maintenance (oil changes)
• Car charging stations
• Valet parking
APRIL will provide the Client location information (including directions if needed) as well as the available services for the facility of their choice. Daily discounted parking fees are the responsibility of the Client.
V. Retail Discounts: Money saving discount deals/coupons available for over 340 locations nationwide and 10 internationally. Coupons can be received via email or postal mail (coupon booklet).
W. Destination Profiles: APRIL shall provide information on every country in the world and over 200 cities worldwide including information on local entertainment, suggested itineraries, and health advisories.
X. Message Service: In the event of an emergency, APRIL will use its best efforts to transmit an urgent message for a Client to the Client’s family, friends, and/or business associates.
Y. Language Services: If a Client needs help communicating in an emergency, APRIL shall provide translation services in all major languages via telephone to a Client. If a Client requires ongoing or more complex translation services in emergency situations, APRIL shall refer the Client to local translators. The cost of the local translators shall be the sole responsibility of the Client.
Z. Hotel Accommodations: APRIL shall offer recommendations on hotels worldwide and book reservations if requested by the Client. All costs associated with this service are the responsibility of the Client.
AA. Legal Related Services Abroad: APRIL shall provide the following law-related services to Clients, upon request of the Client:
1. Providing the names, addresses and telephone numbers of lawyers in the area in which the Client is traveling in case of a car accident, traffic violations, or civil or criminal offenses. However, the selection of and the expenses associated with a particular attorney are the responsibility of the Client;
2. Notifying the proper embassy or consulate of the Client’s incarceration;
3. Continued communication with the incarcerated Client and other designated parties where allowed by local law;
4. Advancing of bail funds upon the receipt of a guarantee of repayment by the Client that is satisfactory to APRIL and where allowed by local law;
5. Arranging for the receipt of funds from third party sources.
NOTE: APRIL does not provide legal advice or counsel to Clients. The obligation of APRIL is limited to coordinating the disposal of services of a legal professional. In all cases, the lawyers designated or recommended by APRIL will act as agents of the Client without any right to claims or indemnifications against APRIL for having recommended such a professional.BB. Floral Services: APRIL shall purchase and ship flowers and gift baskets to friends, family members, and business associates. Floral Services are services that APRIL offers to Clients to find, purchase, and deliver flowers and other gifts. The Client must pay for the flowers and gifts, typically via credit card. APRIL uses publicly available methods to procure the flowers and/or gifts and does not offer any discount with this service. This is not a service designed to deliver flowers to remote areas or to places that are not serviced by floral services companies.
“Accident” means a sudden, unexpected, unusual, specific event which occurs at an identifiable time and place, but shall also include exposure resulting from a mishap to a conveyance in which you are traveling.
“Accidental injury” means bodily injury caused by an Accident, directly and independently of all other causes and sustained on or after the Effective date of this coverage and on or before the Scheduled Return date. benefits for Accidental Injury will not be paid for any loss caused by Sickness or other bodily diseases or infirmity.
“Actual cash Value” means purchase price less depreciation.
“Additional expense” means any reasonable expenses for meals and lodging which were necessarily incurred as the result of a covered loss and which were not provided by the Common Carrier or any other party free of charge.
“Assistance company” means the service provider with whom We have contracted to coordinate and deliver emergency travel assistance, medical evacuation and repatriation.
“Baggage” means luggage and personal effects and possessions whether owned, borrowed, or rented, and taken by you on the Covered Trip.
“Bankruptcy” means the filing of a petition for voluntary or involuntary bankruptcy in a court of competent jurisdiction under Chapter 7 or Chapter 11 of the United States bankruptcy Code 11 U.S.C. Subsection 101 et seq.
“Business equipment” means property used in trade, business, or for the production of income; or offered for sale or trade or components of goods offered for sale or trade.
“Business Partner” means an individual who: (a) is involved in a legal partnership; and (b) is actively involved in the day to day management of the business.
“Carry on baggage” means a piece of baggage that is not Checked baggage and is owned by and accompanies you while traveling on a Common Carrier.
“Checked baggage” means a piece of baggage for which a claim check has been issued to you by a Common Carrier.
“Check(ed)-in” means the moment you register at the hotel or Motel.
“Check(ed)-out” means the moment you vacate the hotel or Motel room and pay the itemized total costs incurred for your stay.
“City” means an incorporated municipality having defined borders and does not include the high seas, uninhabited areas, or airspace.
“Common carrier” means any regularly scheduled land, sea, and/or air conveyance operating under a valid license for the Transportation of passengers for hire.
“Complications of Pregnancy” means a condition whose diagnosis is distinct from pregnancy but is adversely affected or caused by pregnancy.
“Covered expenses” shall mean expenses incurred by you which are: for Medically Necessary services, supplies, care, or treatment; due to Sickness or Accidental Injury; prescribed, performed or ordered by a Physician; Reasonable and Customary charges; incurred while insured under the Policy; and which do not exceed the maximum limits shown in the Schedule of benefits, under each stated benefit.
“Covered trip” means a trip for which you request insurance coverage and pay the required premium, and includes: (a) a period of travel away from home to a destination outside your City of residence; and (b) the purpose of the trip is business or pleasure; and © the trip has defined departure and Return dates.
“Cruise” means any prepaid sea/ocean and/or inland waterway arrangements made by the Travel Supplier.
“Deductible” means the dollar amount you must contribute to the loss.
“Default” means a material failure or inability to provide contracted services due to financial insolvency.
“Dependent child(ren)” means your children, including an unmarried child, stepchild, legally adopted child or foster child who is: less than age 19 and primarily dependent on you for support and maintenance; or who is at least age 19 but less than age 23 and who regularly attends an accredited school or college; and who is primarily dependent on you for support and maintenance.
“Domestic Partner” means a person, at least 18 years of age, with whom you have been living in a spousal relationship with evidence of cohabitation for at least 6 continuous months prior to the Effective date of coverage.
“Effective date” means the date and time your coverage begins, as outlined in Section III. Eligibility and Period of Coverage of the Policy.
”Emergency Medical evacuation” means your medical condition warrants immediate Transportation from the place where you are injured or sick to the nearest hospital where appropriate medical treatment can be obtained.
”Emergency Sickness” means an illness or disease, diagnosed by a legally licensed Physician, which meets all of the following criteria: (1) there is a present severe or acute symptom requiring immediate care and the failure to obtain such care could reasonably result in serious deterioration of your condition or place your life in jeopardy; (2) the severe or acute symptom occurs suddenly and unexpectedly; and (3) the severe or acute symptom occurs while your coverage is in force and during your Covered Trip.
“Emergency treatment” means necessary medical treatment, including services and supplies, which must be performed during the Covered Trip due to the serious and acute nature of the Accidental Injury or Sickness.
“Family Member” means you or your Traveling Companion’s legal or common law spouse, domestic Partner, yours or your domestic Partner’s caregiver, parent, legal guardian, step-parent, grandparent, parents-in-law, grandchild, natural or adopted child, foster child, ward, step-child, children-in-law, brother, sister, step-brother, step-sister, brother-in-law, sister-in-law, aunt, uncle, niece or nephew.
“Forceful Entry” means that someone illegally accessed your hotel or Motel room by breaking in a door, window or surrounding walls.
“Hospital” means a facility that: (a) holds a valid license if it is required by the law; (b) operates primarily for the care and treatment of sick or injured persons as in-patients; © has a staff of 1 or more Physicians available at all times; (d) provides 24 hour nursing service and has at least 1 registered professional nurse on duty or call; (e) has organized diagnostic and surgical facilities, either on the premises or in facilities available to the hospital on a pre-arranged basis; and (f) is not, except incidentally, a clinic, nursing home, rest home, or convalescent home for the aged or similar institution.
“Inclement Weather” means any severe weather condition which delays the scheduled arrival or departure of a Common Carrier.
“Insured” means a person who has enrolled for insurance under this Policy. you and your also means the Insured.
“Medically necessary” means that a treatment, service, or supply is: essential for diagnosis, treatment or care of the Accidental Injury or Sickness for which it is prescribed or performed, meets generally accepted standards of medical practice and is ordered by a Physician and performed under his or her care, supervision or order.
“Natural disaster” means flood, fire, hurricane, tornado, earthquake, tsunami, volcanic eruption, blizzard or avalanche that is due to natural causes.
“Payments or deposits” means the cash, check, or credit card amounts actually paid for your Covered Trip. Certificates; vouchers; frequent traveler rewards, miles or points; discounts and/or credits applied (in part or in full) towards the cost of your Covered Trip are not Payments or deposits as defined herein.
“Physician” means a licensed practitioner of medical, surgical or dental services acting within the scope of his or her license and shall include Christian Science Practitioners. The treating Physician may not be you, a Traveling Companion or a Family Member.
“Policy” shall mean this individual Policy document, the Schedule of benefits, and any endorsements, riders or amendments that will attach during the period of coverage.
“Pre-existing condition” means any Accidental Injury, Sickness or condition of you, your Traveling Companion, or your Family Member booked to travel with you for which medical advice, diagnosis, care or treatment was recommended or received within the 90 day period ending on the Effective date. Sicknesses or conditions are not considered pre-existing if the Sickness or condition for which prescribed drugs or medicine is taken remains controlled without any change in the required prescription.
“Reasonable and customary / Reasonable and customary charges” means an expense which: (a) is charged for treatment, supplies, or medical services Medically Necessary to treat your condition; (b) does not exceed the usual level of charges for similar treatment, supplies or medical services in the locality where the expense is incurred; and © does not include charges that would not have been made if no insurance existed. In no event will the Reasonable and Customary charges exceed the actual amount charged.
“Scheduled departure date” means the date on which you are originally scheduled to leave on the Covered Trip.
“Scheduled Return date” means the date on which you are originally scheduled to return to the point of origin or to a different final destination or to your primary residence from a Covered Trip.
“Sickness” means an illness or disease which is diagnosed or treated by a Physician on or after the Effective date of insurance and while you are covered under the Policy.
“Strike” means a stoppage of work (a) announced, organized and sanctioned by a labor union and (b) which interferes with the normal departure and arrival of a Common Carrier. Included in the definition of Strikes are work slowdowns and sickouts.
“Terrorist Attack” means an incident deemed an act of terrorism by the U.S. department of State.
“Transportation” means any land, sea or air conveyance required to transport you during an Emergency Medical Evacuation. Transportation includes, but is not limited to, Common Carrier, air ambulances, land ambulances and private motor vehicles.
“Traveling companion” means person(s) booked to accompany you on your Covered Trip. Note: A group or tour leader is not considered a Traveling Companion unless you are sharing room accommodations with the group or tour leader.
“Travel Supplier” means any entity involved in providing travel services or travel arrangements.
“Unforeseen” means not anticipated or expected, and occurring on or after the Effective date of the Policy.
The following exclusions apply to Trip Cancellation, and Trip Cancellation for Any Reason, if applicable.
Loss caused by or resulting from:
1. Pre-Existing Conditions, unless: a) the Policy is purchased within 14 days of your initial Trip deposit; b) the booking for the Covered Trip must be the first and only booking for this travel period and destination; and c) you are not disabled from travel at the time you pay the premium;
2. Commission or the attempt to commit a criminal act by you, your Traveling Companion, or your Family Member, whether insured or not;
3. being under the influence of drugs or intoxicants, unless prescribed by a Physician;
4. Mental or emotional disorders, unless hospitalized;
5. Participating in bodily contact sports; skydiving; mountaineering where ropes or guides are normally used; hang gliding; parachuting; any race by horse, motor vehicle, or motorcycle; bungee cord jumping; spelunking or caving; or rock climbing; or helicopter skiing or extreme skiing;
6. Participation in any military maneuver or training exercise, police service, or any loss while you are in the service of the armed forces of any country;
7. Participation as a professional athlete; participation in non-professional, organized amateur or interscholastic athletics or sports competitions or events;
8. Piloting or learning to pilot or acting as a member of the crew of any aircraft;
9. Pregnancy and childbirth (except for Complications of Pregnancy) except if hospitalized;
10. Suicide, attempted suicide or any intentionally self-inflicted injury while sane or insane (in Colorado and Missouri, sane only) committed by you, your Traveling Companion or your Family Member, whether or not insured;
11. Traveling for the purpose of securing medical treatment;
12. War, invasion, acts of foreign enemies, hostilities between nations (whether declared or not), civil war; or your participation in any military maneuver or training exercise;
13. your participation in civil disorder, riot or a felony;
14. Care or treatment for which compensation is payable under Worker’s Compensation Law, any Occupational disease law; the 4800 Time benefit plan or similar legislation; or
15. directly or indirectly, the actual, alleged or threatened discharge, dispersal, seepage, migration, escape, release or exposure to any hazardous biological, chemical, nuclear radioactive material, gas, matter or contamination.