Frequently Asked Questions
Here are some Frequently Asked Questions about Travel Protection:
Please note that a final claim determination is made based upon the plan provisions, and the written documentation we receive with your claim submission.
Frequently Asked Questions
1. What happens if my flight is delayed or canceled?
The Travel Protection Plan protects you in several ways. If your flight is delayed 3 hours or more, you can take a later flight and you will be reimbursed up to a maximum of $750 for your Additional Transportation Cost to join your Trip and for the cost of any unused land or water Travel Arrangements. See complete Plan Documents for full details.
You will also be reimbursed up to $150 per day to a maximum of $750 for any additional accommodation and travel expense if you incur a delay of 12 hours or more for a covered reason during your Trip. See complete Plan Documents for full details.
2. What are Pre-Existing Conditions and can a Pre-Existing Condition be covered by the Custom Holidays Travel Protection Plan?
A Pre-Existing Condition means: an illness, disease, or other condition during the 60 day period immediately prior to the date Your coverage is effective for which You or Your Traveling Companion, Business Partner or Family Member scheduled or booked to travel with You: 1) received or received a recommendation for a test, examination, or medical treatment for a condition which first manifested itself, worsened or became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment; or 2) took or received a prescription for drugs or medicine. Exception: Item #2 shown above does not apply to a condition which is treated or controlled solely through the taking of prescription drugs or medicine and remains treated or controlled without any adjustment or change in the required prescription throughout the 60 day period before coverage is effective under this Plan.
IMPORTANT! - The Pre-Existing Conditions Exclusion will be waived if the payment for this plan is received by Custom Holidays within 14 days of the initial deposit/payment for your Trip, provided you are not disabled from travel at the time your plan payment is received. See Plan Documents for full details.
3. What can I do if I lose my passport or visa close to the departure date of my Trip?
Fortunately, passports and visas can often be replaced in a very short period of time. Sometimes as quickly as 24 hours. There are a number of passport service agencies who can provide this expedited service for you. Click here for a passport service agency.
4. What if bad weather is predicted where I plan to travel? Will Custom Holidays Travel Protection Plan cover me if I cancel my Trip?
The Travel Protection Plan does not provide coverage if you cancel your Trip based upon what may or may not happen.
5. What happens if my bags do not arrive at my destination when I do? What do I do?
The Travel Protection Plan covers all baggage delays of more than 24 hours during your Trip. You will be reimbursed up to $250 for personal articles you buy (such as toiletries, a change of clothing, etc.). Be sure to keep receipts for anything you purchase.
Your delayed or lost baggage will be tracked for up to one full year, if requested.
6. If I require medical care while on my Trip, are my medical bills covered?
The Travel Protection Plan covers medical expenses resulting from an illness or injury during your Trip. If you must be medically evacuated to another facility or home, these costs are covered as well. See complete Plan Documents for full details.
The Travel Protection Plan includes a 24-hour worldwide assistance service to help you with medical or legal emergencies during your Trip. See complete Plan Documents for full details.
7. How do I file a claim?
To file a claim, call the Claims Administrator, Trip Mate, at 1-800-888-7292. Their Customer Service Representatives will assist you with your claim and mail you the appropriate claim form(s). Claims may also be reported online and claim forms downloaded at www.tripmate.com. See complete Plan Documents for full details.
8. Does The Custom Holidays Travel Protection Plan cover my frequent flyer miles?
Frequent flyer miles are not covered if you must cancel or interrupt your Trip. If you cancel your Trip for a covered reason, you will only be reimbursed the money actually paid for the Trip.
9. Does the Custom Holidays Travel Protection Plan cover me if I want to cancel my Trip due to a Terrorist Incident?
The Travel Protection Plan does provide a benefit if you must cancel or interrupt your Trip due to a Terrorist Incident in your departure city or in a city which is a scheduled destination for your Trip. To be covered, the Terrorist Incident must occur within 30 days of the Scheduled Departure Date for your Trip (if your Travel Supplier offers a substitute itinerary, benefits do not apply). See complete Plan Documents for full details.
10. Am I covered if the airline I have booked with ceases operations or becomes Financially Insolvent?
The Travel Protection Plan covers Trip Cancellation or Trip Interruption due to Bankruptcy or Default (each as defined in the policy) of an airline, cruise line, tour operator or travel supplier (other than the tour operator or travel agency from whom You purchased Your Travel Arrangements) causing a complete cessation of travel services more than 14 days following Your Effective Date. Benefits will be paid due to Bankruptcy or Default of an airline only if no alternate transportation is available. If alternate transportation is available, benefits will be limited to the change fee charged to allow You to transfer to another airline in order to get to Your intended destination. This benefit only applies if the policy has been purchased within 14 days of Your initial payment for the Trip and for the full cost of the Trip.
11. What happens if I lose my job and I must cancel my Trip?
The Travel Protection Plan provides coverage for job termination provided: 1) your job loss is the result of your involuntary termination of employment or layoff; 2) was not under your control; and 3) you must have been continuously employed with the same employer for 1 year prior to the termination or layoff.
If you have a specific question about the Custom Holidays Travel Protection Plan, please contact Trip Mate.