Frequently asked questions
Everything you need to know before, during and after your trip.
Eligibility
Can I buy my travel assistance plan after my trip abroad has started?
Although it does not qualify as an instant purchase, you can request a plan after your trip has started. Send your request to info@thaloassist.com and we will reply as soon as possible.
Any plan issued for a traveler already at the destination is subject to waiting periods, so we always recommend buying your plan before your trip starts.
Can a minor buy a travel assistance plan as the individual holder, without parents or guardians?
Yes. Minors can be named on a travel assistance plan without declaring their parents or guardians.
Can I buy a plan if I have a pre-existing condition?
Yes. Although travel assistance plans are designed for emergencies, our plans include basic coverage to stabilize a patient after an event caused by a pre-existing condition. We also offer an optional upgrade that raises the coverage limit for pre-existing medical conditions for travelers up to 74 years old.
NOTE: our plans do not cover treatments. Medical assistance provided by THALO ASSIST LLC is limited to emergency treatment of acute conditions, aimed at primary assistance for sudden, unforeseeable events that prevent the normal continuation of a trip, provided they are not excluded. They are not designed, sold or provided for:
Elective medical procedures.
Routine check-ups, or check-ups not previously authorized by the Assistance Services Center.
Treatments or procedures that are benign or long-term.
Purchase
When do I need a travel assistance plan?
Every time you travel abroad, since local health insurance usually only covers you within your country.
Many countries require it for entry for tourism or business. The Schengen area (26 European countries) requires a minimum of €30,000 in coverage, as do many countries in the Americas, Africa, Asia and Oceania.
How far in advance should I buy my plan?
Ideally, buy your plan when you buy your flights or travel package. You can buy it up to 6 months before your trip.
Do I need to submit any documents to buy my plan?
No. Our process does not require any documents. However, carry your personal and travel documents, as they may be requested in a claim to verify identity, plan validity and coverage.
Do I need several plans if my trip includes several destinations?
No. All our plans are worldwide and multi-destination: you are covered from the moment you leave your country of residence, wherever you are.
If you travel often, our multi-trip plan gives you unlimited trips for a year to any destination, with trips of up to 30, 45, 60 or 90 days.
Payment methods
You can pay online by credit or debit card or through PayPal. We also accept bank transfers and Zelle.
Using my assistance plan
What should I do in an emergency, and how do I activate my coverage?
You must contact us by phone, email or WhatsApp to report your emergency so we can activate your plan and assist you. If the event is not reported within 24 hours, you will not be able to access your plan’s benefits. You will find our numbers on the Emergencies page.
Can I extend my plan?
Yes. If you want to extend your trip, email info@thaloassist.com at least 48 business hours before your plan expires; we will review and issue the extension if approved. You can request as many extensions as you need, as long as the total stay does not exceed 24 months.
What if I cannot travel?
Contact us through any of our channels (phone, email, WhatsApp) and tell us why you cannot travel; we will be happy to help.
What is the deadline to report a claim?
The traveler must always call and report the emergency; if they cannot do it personally, a companion, friend or relative can, no later than 24 hours after the event. Travelers at sea must report it within 24 hours of disembarking at the first port. Failure to do so results in the loss of any right to claim.
How do I request a reimbursement?
Send us the invoices for your expenses by WhatsApp or email. We will process your reimbursement and contact you to transfer the money to the bank account you choose.
What if I receive a bill after my assistance?
Don’t worry. Some medical centers send bills to patients after the event. Email the bills to info@thaloassist.com and we will sort it out.
If I cannot reach you during an emergency, can I go to any medical center?
Yes, you can go to a medical center and try to contact us as soon as possible so we can assist you.
In which countries can I use my plan?
In every country, with no restrictions. Our plans have worldwide coverage once you leave your country of origin or residence.
General
Is COVID-19 covered?
Yes, we cover medical assistance for COVID-19 for all our insured travelers.
How do I choose the right coverage?
We recommend choosing the highest coverage that fits your budget. Some countries also require minimum coverage for foreigners, never less than USD/EUR 30,000, so check your destination’s requirements.
I travel by land. Does ThaloTravel cover me if I do not fly?
Yes, you are 100% covered while outside your country of residence, whatever means of transport you use.
I am going on a cruise. Does ThaloTravel cover me on board?
Yes, we cover you on board and at every port where the ship docks.
Does my plan have deductibles or co-payments?
No. All our plans offer 100% coverage with no co-payments or deductibles, up to the insured amount.