FAQ

What is the difference between medical transfer and repatriation?

Medical transfer is the patient's transportation service, from the place where the accident occurs, in a suitable and equipped unit, to the nearest medical center, in order to provide the necessary medical attention.
Health repatriation provides this same transfer to the patient's country of residence, when the medical diagnosis so indicates.

Does travel assistance always cover sending a doctor to the hotel room?

Our plans cover home medical visits. On some occasions the service will be limited for reasons specific to the destination country, be it for its health structure, because it is not a normal practice in the country or because the cause of the emergency requires direct attention in a hospital or in a specialist's office.
The symptoms presented must always be previously corroborated by calling the assistance center or through our Telemedicine service by downloading the TWGO App, and then proceeding in the most appropriate way in each case.

Does my credit card cover medical assistance abroad?

We suggest that you check the coverage of your credit card.
- Some credit cards cover only one event per year and / or only cover the card holder.
- It is a non-specialized banking product for travelers.
- It does not offer the variety of benefits that an Assistance card offers.
- You must buy the whole trip with the card.

What is a pre-existing condition?

These are chronic conditions that exist prior to the start of the trip, such as coronary heart disease, rheumatism, etc. (you can review our general conditions on our website).
Similarly, if you start a trip with a leg in a cast, for example, this is a pre-existing condition. In any of these cases, we will advise and collaborate with you for your care, regardless of whether your plan covers it or not.

In the event of an emergency, can I purchase an air ticket for a family member?

If the passenger suffers an accident when traveling alone and is hospitalized for more than 5 days, TW will pay for the round-trip air ticket in economy class plus hotel expenses for a direct family member according to the contracted plan.

Does TW Travel Assistance cover chronic or pre-existing conditions?

Our plans include the expenses of the first medical attention derived from a chronic or pre-existing disease that has developed an episode of crisis during the trip, and the recovery of the acute condition to the maximum that corresponds according to the service purchased. Keep in mind this is a benefit independent of the amount of coverage for illness and is detailed in the case of the products that include it. Regardless of the type of product that is contracted, no medication or treatment for said chronic or pre-existing disease is provided under this coverage.
A pre-existing disease is a chronic condition that is suffered before starting the trip, such as coronary disorders, rheumatism, etc.
It is also considered as a pre-existence, for example, starting a trip with a cast on one of the extremities. In any case, TW will provide you with the advice and support you need, regardless of whether your plan covers it or not.
In case you have a pre-existing controlled disease, TW offers you special plans that cover up to USD 30,000 to stabilize the emergency. You can check our general conditions at www.twglobalprotection.com/asistencia

Am I covered in any emergency?

TW provides you with plans and coverage that foresee most of the incidents that can occur before and during the development of your trip. However, there are some exclusions such as incidents associated with excess alcohol, drugs and negligent acts, among others, that are not included in our plans and for which we cannot be held responsible. To learn more about our plans and coverage visit www.twglobalprotection.com/productos

Am I covered in case of pregnancy?

This benefit is included in all plans up to the 26th week of gestation, as long as the certificate or voucher has been issued in the country of residence or origin of the holder's trip and before the start of the trip. At the beginning of the trip the holder must not exceed 40 years of age.
TW offers you the Up-Grade Baby on Board, which covers emergency medical care for pregnant women up to week 32 of gestation.

Are accidents caused by amateur sports practices included?

TW offers you Up grade Multisports. Accidents will be covered if the sport is amateur and some practices in competition by professional athletes (those who make a living from practicing their sport). It will not be covered if the sport was conducted outside the regulations provided and / or relevant authorizations.
Some of the amateur sports covered: equestrian sports, team sports (soccer, basketball, and volleyball) recreational diving, swimming, snow sports, and adventure tourism.
Professionals and competition see: www.twglobalprotection.com/asistencia

What should I do if my luggage is lost?

If upon arrival at your destination the luggage is not delivered to you, you must fill out the corresponding form (PIR) with the airline and then contact our Assistance Center from the airport.
With your certificate number, the PRI form number and your luggage tag we will start the tracking process. In case of total loss of luggage, you must present proof of compensation payment that the airline reimbursed to you and TW will pay you the same amount without the sum of both exceeding the contracted limit.

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