Questions & Answers

Do you want to have detailed information before purchasing our PROTRIP-WORLD insurance policy? In this section, we collected a number of frequently asked questions about the comprehensive cover provided by PROTRIP-WORLD. If you have any other questions, feel free to contact us.

  • General questions

    Here you will find general questions about PROTRIP-WORLD.

    • What does LAC stand for?

      LAC stands for Living Abroad Community e. V. The LAC is an association that looks after the interests of people living abroad temporarily as well as during short-term and long-term stays for personal or professional reasons and provides them with information and services. The purpose of the association is to be achieved in particular through:

      - Providing advice and support to the above mentioned group of people in all economic, legal and social matters of their personal and family life that result from their stay abroad.

      - Negotiating with authorities, associations, public insurance institutions and all other public and private bodies and institutions about the specific problems, needs and wishes of the above mentioned group of people that result from their stay abroad in order to improve their situation.

      - Concluding agreements on special conditions for the above mentioned group of people regarding the purchase of goods and services.

      Learn more about Living Abroad Community e. V.

    • Which countries are part of the validity area ‘Europe’?

      Europe within the meaning of this policy includes all EU countries, Norway, Iceland, Liechtenstein, Switzerland, Andorra, Monaco, San Marino and Vatikan City. The following 28 countries are currently member of the European Union (EU):
      Austria, Belgium, Bulgaria, Croatia, Cyprus (Republic of Cyprus), Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom. (August 2014)
    • Can everyone purchase PROTRIP-WORLD?

      Not everyone can purchase PROTRIP-WORLD. To qualify for PROTRIP-WORLD, the main purpose of your stay abroad needs to be further education abroad. It is considered to be further education abroad if you take part in an exchange program as:

      - au pair,

      - volunteer,

      - high school student and Work and Travel participant,

      - language and exchange student,

      - trainee,

      - student and doctoral student, or

      - participant of another educational and cultural exchange program.

      If the main purpose of your stay abroad is further education, the cover includes any periods without further education abroad within the insurance period applied for.

      Further prerequisites:

      1) You are under 39 years old at conclusion of the contract.

      2) Your stay abroad will last no longer than 24 months.

      3) The insurance policy is purchased prior to departure for the entire duration of the stay abroad or up to one month after departure for the remaining period of the stay abroad.

    • Can I insure accompanying family members, too?

      Accompanying family members can be insured as well if they are not more than 39 years old. You just need to conclude an insurance policy for each family member separately.

    • Can I cancel the insurance policy?

      Should you return early from your stay abroad, a phone call or an email is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad. You only pay for the actual period of insurance. No service fee will be charged for this reimbursement.

  • Questions regarding application

    Here are some frequently asked questions regarding the application.

    • How can I purchase insurance?

      In order to purchase PROTRIP-WORLD insurance cover, you only need to do two things: fill in the application form and check whether all entered information is correct. Then simply confirm your application - that’s it!

    • I will travel to more than one country, and these countries belong to different premium categories. How do I insurance myself correctly?

      Please proceed as follows:

      Changing area of validity up to six weeks

      If your stay in a country which belongs to a different area of validity does not exceed six weeks, you do not have to do anything. You have worldwide insurance coverage up to six weeks.

      E.g.: You travel to Panama for six months. On your way back home, you want to make a four-week stopover in the USA.

      Please choose “Worldwide travels excluding USA/Canada” as area of validity for the complete duration of your journey.

      Changing area of validity for more than six weeks

      If you want to spend more than six weeks in a country which belongs to a different area of validity, please insure each stay separately. Please purchase several PROTRIP-WORLD insurances. As first day of insurance, please choose the day of arrival in each country which belongs to a different area of validity. Please mention in your new insurance that it is a follow-on insurance. We will then terminate your previous insurance exactly when your new insurance cover starts. Please note that you need to insure the complete duration of your trip and that there may not be any periods without insurance coverage inbetween the different insurances.

      E.g.: You plan to spend five months in Australia. Afterwards, you want to spend three months in the USA.

      Please purchase one insurance for five months and choose “Worldwide travels excluding USA/Canada” as area of validity. As an immediate follow-up insurance, please purchase another insurance for three months and choose “Worldwide travels including the USA/Canada” as area of validity.

      In this case, you will receive two insurance certificates. However, we will treat both insurances as one contract, thus there will not be any disadvantages to you. We will adapt the insurance period of your first insurance, and you will receive credit for this period.

    • Can I purchase several insurances successively?

      In general, you need to purchase insurance for the complete duration of your stay. In case of an extension of your stay abroad, you can also extend your insurance cover. You can only take out a new insurance if you travel to a country which belongs to a different area of validity. In this case, you can take out a new insurance for the duration of your stay in the new area of validity. Please note that in this case, too, the maximum term of insurance with this policy is 24 months.

    • I organize my Work and Travel stay abroad myself. Can I still purchase this insurance?

      Yes, you can. When taking out insurance, please mention that you are organizing your stay yourself. You just need to write “Work and Travel without a program provider” in the field “Space for special notes”.

    • Which documents will I receive?

      Following your application, you will immediately receive an email with your insurance certificate along with customer information.

    • Is my data secure?

      When purchasing our policy online, all information is sent through a secure connection. We use your data only for fulfilment of the insurance contract. For more information, go to our section on Data protection.

  • Questions regarding existing contracts and policy adjustments

    Here are some of the most frequently asked questions about existing contracts.

    • Can I extend my insurance policy in case of an extended stay?

      In case of an extension of your program abroad, you can apply for an extension prior to the expiry of the existing insurance policy. The maximum term of insurance with this policy is two years. Just give us a call:

      Phone: +49 (0) 2247 9194-977
      Mo - Fr: 8 am to 8 pm
      Sa: 9 am to 12 pm

      Or you can send us a letter, fax or email.

      If the insurer accepts your request for extension, insurance cover only applies for insured events that occurred after you applied for extension. In case of an extension, the insurer is not liable to pay for pre-existing and known conditions such as illnesses, ailments or existing pregnancies and their results.

    • If I return early, can I cancel the insurance policy?

      After expiry of the period applied for, insurance coverage will end automatically. Should you return early from your stay abroad, please inform us. A phone call or an email is sufficient. In this case, you only pay the premiums which arose before the notification. If a direct debit system exists, it will be stopped. Credit will be immediately refunded to your account. No service fee will be charged.

      At your request, the account can also be based on the date of your return instead of the date of notification. In this case, please send us some proof of reentry which confirms your premature return (for example your plane ticket).

    • I plan to go on vacation during my stay abroad: is such a vacation covered as well?

      If the main purpose of your stay abroad is further education, the cover includes any periods without further education abroad within the insurance period applied for.

    • Is a stay in my home country covered?

      You want to interrupt your stay abroad for a few days in order to spend some time at home? No problem. If you interrupt your stay abroad and spend time at home, you will have insurance cover for six weeks. You can also travel home several times as long as overall duration does not exceed six weeks.

    • I travel to a different country than the one I indicated when taking out insurance. Do I have to inform my insurance provider?

      You do not have to inform us if you choose to travel to a different country as long as the alternative country belongs to the same area of validity as the country you indicated. If the alternative country belongs to a different area of validity and if you stay there for more than six weeks, you need to inform us. Please also note the FAQ “I want to travel to more than one country, and these countries belong to regions with different areas of validity. Which insurance should I purchase?” in the section “Questions regarding application”.

    • How can I quickly and easily notify you of any changes?

      You can access our online service 24/7. You can use our online forms, for example, to apply for an extension of insurance cover, submit your date of entry later, change your bank and address data or notify us of damages covered by accident and liability insurance.
      Please change to our Secure Server, to send your changes online (German).

  • Questions regarding payment

    Here are some of the most frequently asked questions regarding payment.

    • Which payment methods are offered for PROTRIP-WORLD?

      With PROTRIP-WORLD you can choose from the following payment options:

      a) credit card: Maestro, Mastercard, Visa, JCB, Diners or American Express;

      b) SEPA Direct Debit;

      c) online payment system: eps, SOFORT Überweisung, iDEAL or PayPal.

      You can either pay the total amount at once or, in case of direct debit from an account in Germany or Austria, you can pay in monthly installments. Premiums are calculated depending on the number of months or part thereof. Should you return early from your stay abroad, a phone call or an email is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad.

    • What happens in case of unpaid direct debits?

      Please avoid any chargebacks. Every chargeback causes an enormous administrative amount along with bank charges. For any unpaid direct debit, we will have to charge the resulting fees imposed on us, if you are the one responsible for the unpaid direct debit (for example as a result of revocation, incorrect information or insufficient account balance).

    • Is there a refund of overpaid premiums?

      We will refund any overpaid premiums immediately in full without charging a service fee. Should you return early from your stay abroad, a phone call or an email is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad. No service fee will be charged for this reimbursement.

  • Questions about damages and reimbursements

    Here you will find questions & answers regarding claims.

    • I am in the USA or Canada and need medical treatment – what should I do?

      When you travel to the USA and to Canada, please contact our partner GMMI in the USA for advice and support – if possible prior to a medical treatment (24-hour emergency number). The staff of GMMI will help you to choose the right doctor or hospital, will explain all the billing details and can take care of direct billing with doctors and hospitals.

      You can call GMMI 24/7 in the USA and in Canada at +1-855-488-5523 (toll-free) and at +954-308-3923 (local call).

      For further information, please go to What to do in case of illness?

    • I need medical treatment abroad (except for the USA and Canada) – what should I do?

      Do you suffer from influenza, a cold or toothache? Go see a doctor! You are covered by international health insurance. For information on our policy’s benefits and benefit exclusions, go to our section Benefits. Inform your treating doctor (where applicable) about your policy’s scope of benefits to avoid overtreatment. After treating you, the doctor will give you an invoice. This invoice must include: name of the treated person, illness, type of individual medical services performed as well as the total treatment costs. If the invoice does not include sufficient information for a diagnosis, you can help us a lot by adding a short report about illness and treatment. Please submit your original invoice along with your insurance number and bank data. We will then refund your costs by means of bank transfer to the account mentioned by you. For details, go to: How are your invoices refunded?

    • How can I submit my invoices?

      Please always send us your original receipts by mail with your insurance number and (if the recipient’s account is different from the bank account stipulated in the contract) your bank data. We are not allowed to accept copies sent by fax or email.

    • Did you receive my invoice?

      We need about 2 weeks to process your request. You will be notified in writing when your request has been fully processed.

    • Will the costs for any medication be paid?

      Any medication needs to be medically necessary or prescribed by a doctor. You will receive your medication by taking the prescription to a pharmacy. The original prescription can then be submitted to us for a refund of the costs.
      The policy does not cover medication that can be bought at a pharmacy for free and without a doctor’s prescription.
      Please note that we can only process a prescription after we received the related (doctor’s) invoice along with the diagnosis.

    • What to do in case of treatment at a hospital?

      If you plan to go to a hospital, please call the insurer’s 24-hour emergency number. The staff will provide you with information on nearby hospitals and will explain what you should do next.

      24-hour emergency number worldwide (except USA and Canada):
      +49 (0) 89 55 987-641

      24-hour emergency number USA and Canada:
      1-954-308-3923

      If the inpatient treatment is not an emergency treatment, we recommend arranging the details of the planned therapy with our claims department beforehand. This way, we can help you to minimize any financial risk.
      Please contact us.

Do you require advice?
If you have any questions, please feel free to contact us:

Phone: +49 (0)2247 9194-977

Customer Service
Mo - Fr: 8 am to 8 pm
Sa: 9 am to 12 pm

Specialist Department
Mo - Fr: 8 am to 6 pm