Mondial Assistance
Frequently Asked Questions
WORLDCARE.CO.TH
FAQ’s
Is your insurance available to people over the age of 75 years?
Yes. There are no age restrictions relating to any of the Worldcare Travel Insurance policies. Please note however, that in the event of death or permanent disability, policyholders aged over 75 years of age, or under 16 years are only eligible to receive 50% of the usual benefit for all types of Worldcare policies.
What happens after I fill out the online application and give you my payment details?
If you pay online by credit card, you will receive an immediate confirmation and Certificate of Insurance. Your policy details are immediately transmitted to our database and you are covered right away! If you do not pay by credit card online, your application will be processed when we receive it via post.
Am I covered if I work overseas?
Yes. Our travel insurance is designed for the leisure or business traveler alike. All policyholders should be aware that the length of coverage is determined by which Worldcare product that you select. As Travel Insurance is intended to cover travel as opposed to long-term residence, you should be aware that the maximum period of coverage for any one trip overseas is 90 days. Regardless of which Worldcare product you purchase, the period beyond 90 days is not covered.
If I return home earlier than planned, can I get a partial refund on my insurance?
Sorry but no. We won't refund any part of your premium if you cancel your cover after any part of your policy has begun.
I am currently overseas and have no insurance - can I still take out your policy?
No. Our policies are all designed to be taken out 'pre-travel' and cover you from when you leave your home until you get back to Thailand.
What happens if I get sick whilst overseas?
Our policies entitle you to medical assistance and cover for the costs of treatment. You are free to choose your own medical advisor or we can appoint an approved medical advisor to see you.
When you buy a policy, you're provided with a policy number and an assistance number that you can phone free of charge from anywhere around the world, 24 hours a day, 7 days a week, 365 days a year. Please call us immediately if you have a medical problem whilst overseas.
Do you cover my luggage?
We cover your luggage and personal effects under the Comprehensive Cover plan. (note you are required to take all reasonable precautions to protect your property, which means taking all necessary steps to avoid any loss or damage and not leaving it unsupervised.)
I might have a ‘pre-existing medical condition' - how do I tell?
You will find a full definition in the Policy Wording. A pre-existing medical condition is basically any condition for which you are taking ongoing treatment, medication or precautionary advice. If you broke your arm 5 years ago and there have been no problems since, you do not have a pre-existing medical condition. However, if you had a heart attack 5 years ago and now take routine tests of your cholesterol and blood pressure, you DO have a pre-existing condition.
Can my ‘pre-existing medical condition' be covered?
Pre-existing medical conditions are NOT covered under the Worldcare Travel Insurance.
Who can buy travel insurance?
Thai nationals resident in Thailand and ex-patriates of Thailand provide you hold one of the following:-
No, you can only be covered by ONE policy for the same trip.
How many persons are covered under the "Family Plan"?
A Family plan covers for up to 4 people at least one of which must be an adult. This includes the insured person, his or her spouse and their dependent children up to the age of 21.
If my trip has been postponed, how will I postpone my insurance coverage?
You are requested to send to us the notice by email to customerservice@worldcare.co.th which must reach us and be acknowledged before your originally planned departure date and provided no claim has been submitted, we will e-mail to you a revised itinerary based on your revised travel details
If I can't make the trip, can I cancel my travel insurance?
You are requested to provide us the notice of cancellation, together with the reason and evidence of cancelling your travel. Please email this to customerservice@worldcare.th ensuring that this will reach us and be acknowledged by us before your original planned departure date.
If satisfactory evidence is received before the original planned departure date, we will provide a premium refund.
You should also note that if the travel destination was to any one of the countries under the "Schengen States" Travel Visa, we are obliged to inform the appropriate Consulate of the cancellation of this insurance, which may invalidate your Schengen State Travel Visa.
Travel Claims
How do I make a travel insurance claim?
You can download the claim form from this site. This form is then forwarded to us, including original documents (such as receipts, medical reports, invoices, police reports, etc).
What if it's an emergency?
Contact Mondial Assistance and our team will be able to help you with your emergency. These numbers appear on your Certificate of Insurance and also on our Contact Us page.
I'm a little confused - what is the difference between my "Certificate Number" and my "Policy Number" on the claim form?
If you're completing a form and it prompts you for either of the above, just put the policy number listed on your Certificate of Insurance. (Yes, both terms relate to the same number)
I've downloaded a manual claim form - do I have to complete the medical certificate on the back of the claim form?
If you claim relates to medical expenses, you need to have your regular doctor in Thailand complete this section of the form.
Why do your travel insurance policies not cover medical expenses within Thailand?
Our travel insurance policies do not cover medical costs incurred within Thailand because you are already entitled to treatment under your existing public or private healthcare entitlement.
What happens if I'm injured overseas & evacuated?
Our liability ends upon safely repatriating you to home soil, where you are assimilated into the local healthcare system.
What kind of documentation is required to process my claim?
Whether applying online or manually, you may be prompted to send us original documents, such as reports or receipts. Typically, these documents are requirements, and we are unable to action the claim without the relevant supporting documentation. Each type of insurance claim that you can make may have a different document required (for example, medical report, invoice, receipt, police report), we will always advise you of any document required to action your claim.
How am I assured of a fair decision?
In accordance with the General Insurance Code of Practice, our company has an Internal Dispute Resolution Committee. If you are not satisfied with the outcome of your claim, you may request that the Committee reviews your claim by writing to us explaining the reason for your dissatisfaction. You will receive a response from the Committee within 15 business days of your request being received. If this does not resolve the matter, we will provide advice on how to contact the industry's independent external complaints scheme.
FAQ’s
Is your insurance available to people over the age of 75 years?
Yes. There are no age restrictions relating to any of the Worldcare Travel Insurance policies. Please note however, that in the event of death or permanent disability, policyholders aged over 75 years of age, or under 16 years are only eligible to receive 50% of the usual benefit for all types of Worldcare policies.
What happens after I fill out the online application and give you my payment details?
If you pay online by credit card, you will receive an immediate confirmation and Certificate of Insurance. Your policy details are immediately transmitted to our database and you are covered right away! If you do not pay by credit card online, your application will be processed when we receive it via post.
Am I covered if I work overseas?
Yes. Our travel insurance is designed for the leisure or business traveler alike. All policyholders should be aware that the length of coverage is determined by which Worldcare product that you select. As Travel Insurance is intended to cover travel as opposed to long-term residence, you should be aware that the maximum period of coverage for any one trip overseas is 90 days. Regardless of which Worldcare product you purchase, the period beyond 90 days is not covered.
If I return home earlier than planned, can I get a partial refund on my insurance?
Sorry but no. We won't refund any part of your premium if you cancel your cover after any part of your policy has begun.
I am currently overseas and have no insurance - can I still take out your policy?
No. Our policies are all designed to be taken out 'pre-travel' and cover you from when you leave your home until you get back to Thailand.
What happens if I get sick whilst overseas?
Our policies entitle you to medical assistance and cover for the costs of treatment. You are free to choose your own medical advisor or we can appoint an approved medical advisor to see you.
When you buy a policy, you're provided with a policy number and an assistance number that you can phone free of charge from anywhere around the world, 24 hours a day, 7 days a week, 365 days a year. Please call us immediately if you have a medical problem whilst overseas.
Do you cover my luggage?
We cover your luggage and personal effects under the Comprehensive Cover plan. (note you are required to take all reasonable precautions to protect your property, which means taking all necessary steps to avoid any loss or damage and not leaving it unsupervised.)
I might have a ‘pre-existing medical condition' - how do I tell?
You will find a full definition in the Policy Wording. A pre-existing medical condition is basically any condition for which you are taking ongoing treatment, medication or precautionary advice. If you broke your arm 5 years ago and there have been no problems since, you do not have a pre-existing medical condition. However, if you had a heart attack 5 years ago and now take routine tests of your cholesterol and blood pressure, you DO have a pre-existing condition.
Can my ‘pre-existing medical condition' be covered?
Pre-existing medical conditions are NOT covered under the Worldcare Travel Insurance.
Who can buy travel insurance?
Thai nationals resident in Thailand and ex-patriates of Thailand provide you hold one of the following:-
- Current and valid work permit
- Retirement Visa
- Annual multiple entry Visa
No, you can only be covered by ONE policy for the same trip.
How many persons are covered under the "Family Plan"?
A Family plan covers for up to 4 people at least one of which must be an adult. This includes the insured person, his or her spouse and their dependent children up to the age of 21.
If my trip has been postponed, how will I postpone my insurance coverage?
You are requested to send to us the notice by email to customerservice@worldcare.co.th which must reach us and be acknowledged before your originally planned departure date and provided no claim has been submitted, we will e-mail to you a revised itinerary based on your revised travel details
If I can't make the trip, can I cancel my travel insurance?
You are requested to provide us the notice of cancellation, together with the reason and evidence of cancelling your travel. Please email this to customerservice@worldcare.th ensuring that this will reach us and be acknowledged by us before your original planned departure date.
If satisfactory evidence is received before the original planned departure date, we will provide a premium refund.
You should also note that if the travel destination was to any one of the countries under the "Schengen States" Travel Visa, we are obliged to inform the appropriate Consulate of the cancellation of this insurance, which may invalidate your Schengen State Travel Visa.
Travel Claims
How do I make a travel insurance claim?
You can download the claim form from this site. This form is then forwarded to us, including original documents (such as receipts, medical reports, invoices, police reports, etc).
What if it's an emergency?
Contact Mondial Assistance and our team will be able to help you with your emergency. These numbers appear on your Certificate of Insurance and also on our Contact Us page.
I'm a little confused - what is the difference between my "Certificate Number" and my "Policy Number" on the claim form?
If you're completing a form and it prompts you for either of the above, just put the policy number listed on your Certificate of Insurance. (Yes, both terms relate to the same number)
I've downloaded a manual claim form - do I have to complete the medical certificate on the back of the claim form?
If you claim relates to medical expenses, you need to have your regular doctor in Thailand complete this section of the form.
Why do your travel insurance policies not cover medical expenses within Thailand?
Our travel insurance policies do not cover medical costs incurred within Thailand because you are already entitled to treatment under your existing public or private healthcare entitlement.
What happens if I'm injured overseas & evacuated?
Our liability ends upon safely repatriating you to home soil, where you are assimilated into the local healthcare system.
What kind of documentation is required to process my claim?
Whether applying online or manually, you may be prompted to send us original documents, such as reports or receipts. Typically, these documents are requirements, and we are unable to action the claim without the relevant supporting documentation. Each type of insurance claim that you can make may have a different document required (for example, medical report, invoice, receipt, police report), we will always advise you of any document required to action your claim.
How am I assured of a fair decision?
In accordance with the General Insurance Code of Practice, our company has an Internal Dispute Resolution Committee. If you are not satisfied with the outcome of your claim, you may request that the Committee reviews your claim by writing to us explaining the reason for your dissatisfaction. You will receive a response from the Committee within 15 business days of your request being received. If this does not resolve the matter, we will provide advice on how to contact the industry's independent external complaints scheme.
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