• Cloud 9 Adventures

    Frequently Asked Questions

    For questions regarding coverage, services or to file a claim please call 1.800.454.7107

    Q. What does this plan cover due to trip cancellation?
    A. The insurer will reimburse the non-refundable, pre-paid payments or deposits if you must cancel your trip for an unforeseen sickness, injury or death of you, your traveling companion, family member or business partner, strike, financial default of the travel supplier, your primary residence or destination being made uninhabitable by vandalism, burglary, or natural disaster, you being subpoenaed, summoned for jury duty, hijacked or quarantined, military duty, involuntary termination or layoff of employment, a terrorist incident, and covered business reasons. Optional Cancel for Any Reason coverage can be purchased. For a complete list of covered reasons and details for Trip Cancellation, please refer to the Description of Coverage.

    Q. Will I be covered if I cancel my trip for any reason?
    A. Yes, you can be reimbursed up to 50% of trip cost if you purchase the optional Cancel For Any Reason coverage all at the time you purchase your base plan and within 15 days of your initial trip payment. See the Description of Coverage for complete details.

    Q. What happens if a family member not traveling becomes ill or passes away? Is this covered?
    A. An illness or death of a family member not traveling with you may be considered a covered reason for Trip Cancellation or Trip Interruption (conditions apply). The definition of family member is included in the Description of Coverage.

    Q. If I do not enroll within the 15 days, how far do you look back for pre-existing medical conditions?
    A. 180 days preceding and including the coverage effective date.

    Q. Can I cancel my trip for work-related reasons?
    A. Yes, Trip Cancellation due to work reasons is included in the base plan. You are covered in the event you must cancel due to specific work-related reasons. For a complete list of covered work-related reasons, please refer to the Description of Coverage.

    Q. Does this plan include medical evacuation back home?
    A. If you purchase the optional Emergency Evacuation Upgrade with the base plan, you upgrade your Emergency Evacuation coverage to include transportation to the adequate licensed medical facility of your choice or home for covered evacuations.

    Q. Does everyone going on the trip need to purchase the insurance to be covered?
    A. Yes. The cost is based on a per person trip cost, therefore each individual is covered separately. However, with the Gold plan, children age 17 and under are covered at no additional cost for each insured adult, but you must list them as a traveler and the child must be related to the primary insured. Only those listed as travelers on the enrollment form will be covered. All travelers listed on this plan must reside at the same address. If any travelers reside at a different address, a separate plan must be purchased. For your plan to include “kids at no additional cost,” the child’s trip cost must be equal to or less than the adult traveler(s) trip cost.

    Q. How large of a trip can I cover?
    A. With the Gold plan, you can insure trip costs up to $100,000 per person.

    Q. How long do my bags need to be delayed before I will be covered for baggage delay?
    A. 12 hours or more.

    Q. Is there reimbursement for the single supplement if my traveling companion cancels?
    A. If a traveling companion cancels and you are held responsible for a single supplement, you will receive coverage for the change in the per person occupancy rate as long as the reason for the cancellation is covered under the terms of the plan.

    Q. I am 55 and my husband is 60, can we enroll for coverage under the same plan?
    A. Yes. All travelers listed on this plan must reside at the same address. If any travelers reside at a different address, a separate plan must be purchased.

    Q. When does the coverage begin?
    A. The coverage for Trip Cancellation and Cancel for Any Reason will be effective for an Insured at 12:01 a.m. Standard Time on the date following receipt by the tour company of any required plan cost. All other coverages will begin on the later of:
    (a) 12:01 a.m. Standard Time on the scheduled Departure Date shown on the travel documents or
    (b) the date and time the Insured starts his/her Trip, provided any required plan cost has been paid.

    Q. How do I file a claim?
    A. Call us at 1.800.454.7107, 24 hours a day, 7 days a week. A representative will review and complete a claim form for you and explain what needs to be provided in order to pay your claim. The form will then be faxed or mailed to you for signature and to provide the appropriate documents.

    Q. Can we request a refund of the travel insurance plan after purchase?
    A. Travel Guard plans include a Satisfaction Guarantee where customers may request a refund in writing to refund@travelguard.com within 15 days of the purchase date or prior to departure, whichever happens first. The customer will receive a refund of the plan cost excluding any service fees.

Non insurance services are provided by Travel Guard. 
This plan provides insurance coverage that only applies during the covered trip.
You may have coverage from other sources that provides you with similar benefits but may be subject to different restrictions depending upon your other coverages. You may wish to compare the terms of this policy with your existing life, health, home, and automobile insurance policies. If you have any questions about your current coverage, call your insurer or insurance agent or broker. Coverage is offered by Travel Guard Group, Inc (Travel Guard). California lic. no.0B93606, 3300 Business Park Drive, Stevens Point, WI 54482, www.travelguard.com. CA DOI toll free number: 800-927-HELP. This is only a brief description of the coverage(s) available. The Policy will contain reductions, limitations, exclusions and termination provisions. Insurance underwritten by National Union Fire Insurance Company of Pittsburgh, Pa., a Pennsylvania insurance company, with its principal place of business at 175 Water Street, 15th Floor, New York, NY 10038. It is currently authorized to transact business in all states and the District of Columbia. NAIC No. 19445. Coverage may not be available in all states. Your travel retailer may not be licensed to sell insurance, and cannot answer technical questions about the benefits, exclusions, and conditions of this insurance and cannot evaluate the adequacy of your existing insurance. The purchase of travel insurance is not required in order to purchase any other product or service from the Travel Retailer.