Emergency call service
For emergencies during the trip, there is the so-called "emergency insurance". The Worldwide Travel Emergency Service has been set up for this purpose.
You can reach our staff here around the clock on +43 1 31524 44.
You can find out more about the HanseMerkur Travel Insurance Emergency Call Service here.
Important for us in the event of a claim:
Name of caller and holiday address, telephone number
What insurance cover have you taken out?
Who the contact person on site is (name of the doctor, police, address, telephone number)
Insurance policy number
Options in the event of a claim
I have to cancel my trip
Immediate cancellation is required via the booking office in order to keep cancellation costs as low as possible! Higher cancellation costs will not be refunded if you cancel the trip too late because you were waiting to see whether your health improved or recovered!
I am ill abroad
There is free choice of doctor. In the case of outpatient treatment, the costs must be borne by the insured person in advance and subsequently submitted to HanseMerkur Reiseversicherung AG.
In the event of inpatient treatment, the emergency call service must be notified immediately on telephone number 01 3152444 (for a fee) (stating the insurance number, if applicable the travel organiser).
Submit a claim
You can find out how to submit a claim and which documents we need under: Submission of claims
If you have travel accident insurance from HanseMerkur Travel Insurance and have had an accident, proceed as follows:
Please report an accident resulting in death to us within 48 hours.
Do not make an advance payment
If you are receiving health care services in the USA, please do not make any advance payment for the costs incurred if you are requested to do so by the health care provider.
An examination of the services rendered and costs can be made considerably more difficult by the advance payment. We, as your insurer, can then no longer protect you from unjustified cost charges.
A hospital may not refuse to treat a patient in the USA either. If necessary and for further information, please also contact our emergency call service when travelling (from abroad: +43 13152444).
Conduct in the event of liability
Re-booking possible without justification if made in good time
We will reimburse you for the re-booking costs up to a maximum of € 30 per person/object. For this purpose, the booking must be changed at least 42 days before the start of the trip without giving reasons for the cancellation.
Should you re-book for a reason stated in the travel cancellation insurance, we will refund up to the amount of the cancellation fee incurred at the time of rebooking. The insurance cover applies to the travel cancellation insurance.
Tips in the event of an emergency
In the event of a claim, we generally require the following documents and information:
Copy of the booking confirmation of the organiser
Copy of the insurance certificate
For the transfer of the possible refund amount, the indication of the bank details of the recipient (in case of foreign transfers, the IBAN number and the BIC code)
Address data of the policyholder:
Depending on the type of insurance, special documents – further information can be found in the section on reporting claims.
When submitting claims by email, please send graphics and photos only legibly and only as an email attachment.
Please send the complete documents to:
HanseMerkur Reiseversicherung AG
c/o Travel Partner Vienna
Landstraßer Hauptstraße 99-101
Bürozentrum 1, Top 2