Frequently Asked Questions

The information provided below is intended to provide general answers to questions you may have with your benefits.  Please refer to the Guide to Benefits provided to you by your Issuing Bank for the specific Terms and Conditions which apply to the benefits on your Card.

  Auto Rental Collision Damage Waiver

What are some of the major automobile rental agency’s websites?

What do I do if I have an accident or the vehicle is stolen?

Follow the rental car agency instructions regarding loss to the vehicle and notify Card Benefit Services as soon as possible. Please refer to your Guide to Benefits provided to you by your Issuing Bank as you must notify Card Benefits Services of your loss or damage within a specific timeframe.   You can submit your information online to start the process and receive a claim number.

What is Auto Rental Collision Damage Waiver and what does it cover?

This benefit is a card benefit made available to you at no additional cost which applies when you use your covered card to initiate and complete a rental car transaction.  The benefit provides reimbursement for:

  • Physical damage and theft of the covered rental vehicle.
  • Valid loss-of-use charges imposed and substantiated by the rental agency. (This is a fee that the rental agency charges while the vehicle is out of service due to damage).
  • Reasonable and customary towing charges, due to a covered loss, to the nearest qualified repair facility.
  • Reasonable administrative fees charged by the rental agency.

 The program does not provide coverage for liability, injury to anyone, medical expenses, or loss of personal belongings

Is there a deductible for this waiver?

No, there is no deductible.

Is this coverage primary or secondary?

Certain card benefits provide coverage that is supplemental to and in excess of your personal automobile insurance. This means the benefit may only cover eligible expenses not covered by other insurance.  For other Cards, the benefit would provide primary coverage.  Please refer to the Guide to Benefits provided by your Issuing Bank for the specific benefit associated with your Card. 

What types of vehicles are covered under this benefit?

While the benefit is designed to cover most rental vehicles, some exclusions do apply. The following types of vehicles are excluded in all locations and on all card types: antique cars; cargo vans; certain vans; vehicles with an open cargo bed; trucks; motorcycles; mopeds; motorbikes; limousines; and recreational vehicles. 

Certain cards also exclude expensive or exotic cars. Examples of expensive or exotic cars are the Alfa Romeo, Aston Martin, Bentley, Corvette, Ferrari, Jaguar, Lamborghini, Lotus, Maserati, Maybach, McLaren, Porsche, Rolls Royce, and Tesla. However, selected models of Audi, BMW, Mercedes-Benz, Cadillac, Infiniti, Land Rover, Lexus, Lincoln, and Range Rover are covered, which may also vary depending on location of rental. 

An antique car is defined as one that is over twenty (20) years old, or one that has not been manufactured for ten (10) years or more. 

Vans are not covered. But those designed as small-group transportation vehicles (seating up to nine (9) people, including the driver) are covered. 

If you have questions about whether coverage would apply to a specific vehicle you have rented or are considering renting, we urge you to call the Benefit Administrator at 1-800-348-8472.  

What are the exclusions for this benefit?

Some of the more common exclusions are listed below:

  • Any obligation You assume under any agreement (other than the deductible on Your personal auto policy)
  • Any violation of the auto rental agreement or this benefit
  • Injury of anyone, or damage to anything, inside or outside the Rental Vehicle
  • Loss or theft of personal belongings
  • Personal liability
  • Expenses assumed, waived, or paid by the auto rental company, or its insurer
  • The cost of any insurance, or collision damage waiver, offered by or purchased through the auto rental company
  • Depreciation of the Rental Vehicle caused by the incident including, but not limited to, “diminished value”
  • Expenses reimbursable by Your insurer, employer, or employer’s insurance
  • Theft or damage due to intentional acts, or due to the driver(s) being under the influence of alcohol, intoxicants, or drugs, or due to contraband, or illegal activities
  • Wear and tear, gradual deterioration, or mechanical breakdown
  • Items not installed by the original manufacturer
  • Damage due to off-road operation of the Rental Vehicle
  • Theft or damage due to hostility of any kind (including, but not limited to, war, invasion, rebellion, insurrection, or terrorist activities)
  • Confiscation by authorities
  • Vehicles that do not meet the definition of covered vehicles
  • Leases and mini leases
  • Theft or damage as a result of the authorized driver’s and/or cardholder’s lack of reasonable care in protecting the Rental Vehicle before and/or after damage or theft occurs (for example, leaving the car running and unattended)
  • Theft or damage reported more than forty-five (45) days* after the date of the incident (This timeframe may vary depending on the terms and conditions of your card. Please refer to your Guide to Benefits provided to you by your Issuing Bank).
  • Theft or damage from rental transactions that originated in Israel, Jamaica, the Republic of Ireland, or Northern Ireland (This does not apply to all Cards so please call the Benefit Administrator to determine if this exclusion applies to your Card).
  • *Not applicable to residents of certain states

Please refer to the Guide to Benefits provided by your Issuing Bank for specific exclusions associated with your Card.

I do not have personal automobile insurance.  Will you still cover me?

Yes, you will be covered as long as your claim is within the guidelines applicable to your eligible card.  If you have no other source of insurance, the card's Auto Rental Collision Damage becomes the primary coverage in accordance with the terms and conditions of the benefit. 

What do I need from the rental car company if I need to file a claim?

You should ask the rental company for these documents immediately at the time of theft or damage or when you return the vehicle to the company. Please click here to download a letter which can be shared with the rental car company to request some of the documents that may be needed to process your claim. 

  • A copy of the Accident Report or police report (if applicable), and
  • The rental agency's statement of claim document, which should indicate the costs you are responsible for and any amounts that have been paid toward the claim.
  • A copy of the initial and final car rental agreement(s).
  • A copy of the repair estimate or itemized repair bill.
  • Two photographs of the damaged vehicle, if available.

What do I need to do to initiate a claim?

Please notify Card Benefit Services as soon as possible. There are specific timeframes in which you must notify Card Benefit Services of your loss or damage so please refer to the Guide to Benefits provided to you by your Issuing Bank. ­­Failure to meet these timeframes may result in the denial of your claim.    

What other documentation is needed to file a claim?

  • The completed and signed Auto Rental Collision Damage Waiver claim form.
  • A copy of your monthly billing statement, showing the last 4 digits of the Account number, demonstrating that the entire rental transaction was made on your eligible Account.
  • A statement from your insurance carrier (and/or your employer or employer’s insurance carrier, if applicable), or other reimbursement showing the costs for which you are responsible, and any amounts that have been paid toward the claim. Or, if you have no applicable insurance or reimbursement, a statement of no insurance or reimbursement is required.
  • A copy of your primary insurance policy’s Declarations Page (if applicable) to confirm your deductible. (The declarations page is the section(s) of your insurance policy that lists names, coverages, limits, effective dates, and deductibles).
  • Any other documentation required by the Benefit Administrator to substantiate the claim.

How long does it typically take for the claim to be settled?

It usually takes about 8-10 weeks to gather all documentation because they come from various sources. International claims may take longer.  Once all required documentation is received, we can usually finalize your claim in about 5 business days.

Will this benefit cover me when I am renting a vehicle outside of my country of residence?   

Yes, if you are renting outside of your country of residence, the coverage provided under this benefit is primary and reimburses you for covered theft, damage, or administrative and loss-of-use charges imposed by the rental company, as well as reasonable towing charges that occur while you are responsible for the vehicle.  Please note that the benefit is available in most foreign countries however, this benefit is not available where precluded by law, or where it’s in violation of the territory terms of the auto rental agreement, or when prohibited by individual merchants. Because regulations vary, please check with your auto rental company and the Benefit Administrator before you travel, to be sure that Auto Rental Collision Damage Waiver will apply.

I plan on traveling outside of the country and was advised that some countries require that a minimum level of collision damage waiver coverage is purchased from the rental car agency.  Is that true and how would this coverage apply in that situation?

Often the purchase of a minimum level of collision damage coverage is mandated in the countries of Australia, Costa Rica, Italy and New Zealand. In that case, your benefit applies in excess of that required coverage.  Regulations vary outside the United States, so we recommend that you check with your auto rental company before you travel to make sure this benefit will apply. 

I understand that I reside in a state that has a Property Damage Liability (PDL) Law.  What does that mean and how does that affect this benefit? 

For residents of NY, ND, MN, & RI - Your automobile insurance policy may provide coverage for damage made to rental vehicles or property you do not own.  This coverage is provided under the liability section of your policy, which does not carry a deductible; therefore your primary insurance should cover the physical damage.  If your insurance company declines to cover you under this provision, we will need a denial letter indicating such.

Can you pay the rental company directly for the damages?

Yes, the payment can be issued directly to the rental agency or to you. If at any time during the claim process you wish to change the payee, please Contact Us.

The rental car company has charged my account for the damages.  Will you credit my account?

For security purposes we do not have access to your account so we cannot credit your account directly.

My account is accruing interest on the damage charges, what are my options?

A typical claim takes 8-10 weeks to obtain all the documents required to finalize a claim because they come from different sources. We recommend that you continue to make minimum payments on your credit card account until the claim is settled. You are responsible for obtaining all required documentation. If you need assistance obtaining required documentation, Contact Us .  If you have any questions about your credit card account, please contact your financial institution directly by calling the number on the back of your Card. 

  Purchase Protection

What is Purchase Protection and what does it cover? 

Purchase Protection provides coverage for eligible items purchased with your Card in the event of theft or damage.  This benefit provides coverage for a specified period of time following when you purchase the item.  Please refer to the Guide to Benefits provided to you by your Issuing Bank for the terms and conditions which apply to your Card. 

What does the Purchase Protection/Security benefit exclude?

Some of the common exclusions are, but not limited to, motor vehicles, their parts and accessories, animals, living plants, antiques, collectible items, software, items purchased for resale, professional, or commercial use, consumables, perishables, traveler’s checks, cash or tickets of any kind.

Am I required to file a police report?

Yes, a police report must be filed within 48 hours from the time of theft.

Are items purchased outside of the United States eligible?

Yes, items purchased outside of the United States are covered as long as they are purchased with your covered Account and the purchase meets the terms and conditions of Purchase Protection. 

I purchased an item as a gift for someone with my Account.  Is this item eligible for coverage?

Yes, gifts purchased with your covered Account are eligible for coverage provided all terms and conditions of the benefit are met.

What documents are required to evaluate my claim?

The documents needed for your claim include:

  • The original itemized sales receipt with the last four digits of your credit card imprinted on the receipt. If the receipt does not have the last four digits, provide the monthly billing statement showing the charge. 
  • A copy of your insurance declaration page or a statement of no insurance, if applicable.
  • If more than one method of payment was used, documentation tying the purchase back to the covered account must be included.
  • For theft, a copy of the police report filed within 48 hours from the time of theft.
  • For damage, an estimate of repair, the repair bill, or a statement of non-repair which must come from the manufacturer or authorized repair facility.

  Baggage Delay

What is the airline's website?

Some of the commonly used Airline websites are:

United:https://www.united.com/

Delta: https://www.delta.com/

American Airlines: https://www.aa.com/

Southwest Airlines:  https://www.southwwest.com/

What is considered a reasonable expense under this benefit?

Reasonable expenses include but are not limited to clothing and toiletries which are essential and not available to you because of the baggage delay.   

What is Baggage Delay and what does it cover?

Baggage Delay is a benefit that provides reimbursement of reasonable expenses for essential items if your baggage is delayed or misdirected by the common carrier for a period of time as specified in the Guide to Benefit provided to you by your Issuing Bank.  Please refer to your Guide to Benefits for the specific timeframe related to how long your baggage will need to be delayed in order for this benefit to apply.

Does the benefit cover my family members? 

The benefit is designed to provide coverage for you and your family members provided your covered card was used to purchase the common carrier ticket(s).  Family Members typically include your spouse or domestic partner and legally dependent children but Terms and Conditions vary by Card so please refer to your Guide to Benefits for specific information related to who is eligible for this benefit. 

What is a Domestic Partner?

A person designated by you who is registered as a Domestic Partner or legal equivalent under the laws of the governing jurisdiction or who is at least 18 years of age and competent to enter into a contract; is not related to you by blood; has exclusively lived with you for at least 12 consecutive months prior to the date of enrollment; is not legally married or separated and as of the date of enrollment has with you at least 2 of the following financial arrangements: a joint mortgage or lease, a joint bank Account, joint title to or ownership of a motor vehicle or status as a joint lessee on a motor vehicle lease or a joint Credit Card Account with a financial institution. Neither you nor Your Domestic Partner can be married to, nor in a civil union with, anyone else.

What is not covered?

Some of the essential items not covered under this benefit include but are not limited to:

  • Contact lenses, eyeglasses, sunglasses, hearing aids, artificial teeth, dental bridges, and prosthetic limbs
  • Items not contained in delayed Checked Baggage
  • Money, securities, credit or debit cards, checks and traveler’s checks
  • Cameras, video recorders and other electronic equipment

Please refer to the Guide to Benefits provided to you by your Issuing Bank for the specific Terms and Conditions which apply to your Card.

What documentation is needed to file a claim?

You must report the loss or damage to the Common Carrier immediately as soon as you exit the Carrier. You will need to provide proof that you submitted a report to the Common Carrier, so be sure to keep a copy of the report for your records.

Please submit the following documents:

  • The completed signed claim form
  • A copy of your travel itinerary
  • Written confirmation of the Baggage Delay from the Common Carrier
  • A copy of the credit card statement that shows the charge for the Common Carrier fare
  • A copy of the settlement or denial from the Common Carrier
  • Copies of receipts for the purchase of essential items
  • Any other documentation deemed necessary by the Benefit Administrator to substantiate the claim

  Price Protection

How do I file a Price Protection claim?

Visit cardbenefitservices.com or call 1-800-874-7702.

How do I check the status of my Price Protection claim?

If you filed your claim prior to 6/1/18, navigate to ‘Existing Claim’ on this site.

If you filed your claim 6/1/18 or later, visit cardbenefitservices.com or call 1-800-874-7702.

What is Price Protection and what does it cover?

Price Protection provides reimbursement for the difference in price on products you buy with your Account or by using reward points earned on that Account.  If you purchase an eligible item with your Account in the United States and see an advertisement at any retail store or Non-auction internet site for less within ninety (90) days of the original purchase date, you are eligible to receive reimbursement of the difference up to five hundred ($500.00) dollars for each item, subject to a maximum of twenty-five hundred ($2,500.00) per year for each Account.

What type of advertisements are covered under the Price Protection benefit?

You may submit printed advertisements or non-auction internet advertisements.  For advertisements of cash only, close-out, liquidation and going-out-of-business sales Price Protection is limited to fifty ($50.00) dollars for each item and one hundred and fifty ($150.00) dollars a year for each Account.

What type of advertisements are excluded under the Price Protection benefit?

Some of the advertisements which are not covered include but are not limited to advertisements of flea markets, fire sales, flash sales, private live auctions or auction site internet advertisements, advertisements of sales of seasonal or discontinued items including but not limited to holiday decorations, clothing or costumes, or any advertisement or sales promotion which includes the terms "Black Friday", "Cyber Monday", or "Green Monday".

Additional exclusions include cell phone service agreements/contracts, a photograph of a price quote, sale sign, price tag, sticker, or receipt, the purchase of airline miles, rewards, points, or items purchased for resale, professional, or commercial use.  

Please note that the benefit will not apply to advertisements that cannot be verified as to their authenticity and availability of the product.

What if the store offers a lowest-price guarantee?

Price Protection is secondary to and in excess of store policies offering a lowest-price guarantee or any other form of refund for price differences, and any other valid and collectible avenue of recovery for which you are eligible.

What documents are required to evaluate my claim?

The documents needed for your claim include:

  • The original sales receipt with the last four digits of your credit card imprinted on the receipt. Please note shipping, handling fees and sales tax, if any, are not covered by the program.
  • Original printed or printed copy of the non-auction internet site advertisement which includes a description of an item identical to the one purchased, along with the sale price, the store or dealer’s name, and the date(s) the sale is in effect. The sale date must be within ninety (90) days after the original purchase date.
  • Your Monthly Billing Statement.
  • If more than one method of payment was used, documentation tying the purchase back to the covered account must be included.
  • Additional documentation may be required depending on the individual merits of your claim.

  Trip Delay

What is the airline's website?

Some of the commonly used Airline websites are:

What is Trip Delay and what does it cover?

When your covered trip is delayed due to a covered hazard, as specified in your Guide to Benefits, you may be reimbursed for reasonable expenses, like meals and lodging, toiletries, medication, local transportation (if needed) including taxis to or from the airport, rental cars, non-courtesy shuttles, buses or trains and other personal use items.  This benefit covers up to the amount specific to your credit card on a trip-by-trip basis, which means it can protect you every time you purchase a common carrier ticket with your card.

Who is covered under this benefit?

You, the cardholder, your spouse or domestic partner, and dependent children under the age of 22 years, are covered under this benefit if the common carrier tickets were charged to the eligible card.

Is this coverage primary or secondary to other insurance?

Coverage is supplemental. This benefit provides coverage after any other valid and collectible insurance for which you are eligible is paid.

Do I need to notify you when I experience a trip delay?

Yes, we must be notified within the timeframe listed in the Guide to Benefits provided to you by your Issuing Bank

What are covered hazards?

Covered hazards under this benefit include equipment failure, inclement weather, strike, hijacking, and skyjacking.

What documents are required to evaluate my claim?

The documents needed for your claim include:

  • Copy of monthly billing statement showing last 4 digits of account number to confirm the travel fare was charged to the covered account
  • Copy of the statement from the common carrier to verify the reason the flight was delayed
  • Copy of itemized receipts for claimed expenses. For meal expenses, the credit card receipt is sufficient for meals less than fifty ($50.00) dollars per covered traveler.  If the cost of the meal exceeds fifty ($50.00) per covered traveler, an itemized receipt is required. 
  • Copy of detailed original and updated travel itineraries and/or common carrier tickets

What isn’t covered?

  • Any delay due to a Covered Hazard which was made public or made known to you prior to your departure.
  • Any pre-paid expenses related to Your Covered Trip, such as tour or activity fees associated with Your Covered Trip.

  Lost Luggage

What is the airline's website?

Some of the commonly used websites are:

What does the Lost Luggage benefit cover?

If your luggage is stolen or misdirected by a common carrier, this benefit will reimburse you the difference between the amount claimed and what your carrier reimburses for lost/damaged luggage.* Every time you travel, the benefit covers up to the amount specific to your credit card, as long as the cost of the common carrier tickets are charged to the card. 

*Depending on the specific coverage on your card, this benefit provides coverage for reimbursement for damaged or lost carry-on luggage, checked luggage, and/or contents within.

Who is covered under this benefit?

The cardholder, the cardholder’s spouse/domestic partner and dependent children are covered under this benefit if their common carrier tickets were charged to the eligible card. Some cards have different terms and conditions so please refer to your Guide to Benefits provided to you by your Issuing Bank for specific information related to who is eligible for this benefit. 

Am I required to file a claim with the airline?

Yes, you must report the loss or damage to the Common Carrier.  You will be required to submit the written confirmation that the claim was filed with the Common Carrier as well as their settlement or denial so be sure to keep a copy of the report for your records.  Please note, this coverage is supplemental and will pay after any other valid and collectable insurance for which you are eligible is paid.

How long do I have to file a claim?

We must be notified within 20 days from the date of loss. All supporting documentation must be received within 90 days from the date of incident.

What documents are required to evaluate my claim?

The documents needed for your claim include:

  • Your completed and signed claim form
  • A copy of your travel itinerary
  • Copy of the monthly billing statement showing the last 4 digits of account number to verify the transaction
  • Copy of the initial claim report filed with the common carrier and a settlement response
  • Copy of your homeowner’s declaration page or a notarized statement of no insurance
  • The settlement response from your insurance company
  • Any receipts in your possession for the items being claimed

Are there any exclusions with this benefit?

Yes, please refer to the Guide to Benefits provided with your credit card, or contact us so we may review the exclusions with you.

  Process/Timing/Expectations

How do I file a Price Protection claim?

Visit cardbenefitservices.com or call 1-800-874-7702.

How do I check the status of my Price Protection claim?

If you filed your claim prior to 6/1/18, navigate to ‘Existing Claim’ on this site.

If you filed your claim 6/1/18 or later, visit cardbenefitservices.com or call 1-800-874-7702.

I just submitted my completed claim form.  When can I expect an update?

In most cases, correspondence will be sent within 5 business days requesting documentation needed for evaluating your claim. 

I was assigned a claim number. Does that mean my claim will be approved?

Your claim number is for reference purposes. All claim adjudication is predicated on receiving all documentation necessary to evaluate and process your claim, based on the terms and conditions of the benefit. 

What are the next steps?

Correspondence will be sent to you detailing all the specific documentation needed for evaluating your claim. You can also review the specific benefit within this section for the specific documents required for your claim.  This information can also be found in the Guide to Benefits provided to you by your Issuing Bank.    

If you need more information, how will you contact me?

We will contact you via the email address and/or phone number that you provided on your completed claim form.

Do I need to check the website frequently?

The Existing Claim section of the website will reflect the status of your claim as of last review. In most cases, review of new documentation will be conducted within 5 business days from receipt. You can also Contact Us to obtain additional information on your claim.

How long does it take to pay a claim?

In most cases, your claim will be processed within 5 business days once all required documentation is received.

Can I print out the claim information I entered?

Yes, you can print your information by clicking on the button labeled "Print" on your confirmation page.

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Can you pay the rental company directly for the damages?  (Auto Rental Collision Damage Waiver)

Yes, the payment is made by check and can be issued directly to the rental agency or to you. If at any time during the claim process you wish to change the payee, please Contact Us .

The rental car company has charged my account for the damages.  Will you credit my account?  (Auto Rental Collision Damage Waiver)

For security purposes we do not have access to your account so we cannot credit your account directly. The payment is made by check and will be issued to you or the rental agency.

My account is accruing interest on the damage charges, what are my options? (Auto Rental Collision Damage Waiver)

A typical claim takes 8-10 weeks to obtain all the documents required to finalize a claim because they come from different sources. We recommend that you continue to make minimum payments on your credit card account until the claim is settled. You are responsible for obtaining all required documentation. If you need assistance obtaining required documentation, Contact Us . If you have any questions about your credit card account, please contact your financial institution directly by calling the number on the back of your card.

I am a California resident. What actions can I take if I feel the claim was wrongfully denied?

We are required by Title 10, CCR Section 2695.7(b)(3) to advise you that if you believe that this claim, or any part of the claim, has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, Consumer Communications Bureau, 300 South Spring Street, South Tower, Los Angeles, California 90013; (800) 927-4357, (213) 897-8921.

  Documentation

What documents will you require to evaluate my claim? (Auto Rental Collision Damage Waiver)

A sample list of documents we recommend you have available include:

  • A copy of your receipt or monthly billing statement as proof that the entire rental was charged and paid for with your eligible card.
  • A statement from your insurance carrier (and/or your employer or your employer's insurance carrier, if applicable) showing the costs you are responsible for and the amounts that have been paid toward your claim. Or, if you have no other insurance, please provide a notarized statement to that effect.
  • A copy of the Declaration Page (if renting within your country of residence) from your primary automobile insurance carrier showing your collision and comprehensive coverage and the deductible that applies to these coverages at the time of the incident.
  • A copy of the accident report or police report and the rental agency's statement of claim document, which should indicate the costs you are responsible for and any amounts that have been paid toward the claim.
  • A copy of the initial and final car rental agreement(s).
  • A copy of the repair estimate or itemized repair bill.
  • Two photos of the damaged vehicle (if available). This is highly recommended in the event of a significant incident.
  • Any other documentation deemed necessary by Card Benefit Services to substantiate your claim.
  • Please do not highlight information on the documents you submit as our document scanners cannot process highlighted information. If you require additional clarification about any documents, please refer to the Glossary of Terms.

What documents will you require to evaluate my claim? (Baggage Delay)

A sample list of documents we recommend you have available include:

  • A copy of the charge slip or receipt demonstrating that the Common Carrier tickets were charged and paid for using your eligible card.
  • A list of receipts for essential items purchased while baggage was delayed.
  • A copy of any check, settlement, denial or explanation of coverage issued by the Common Carrier together with a copy of the Common Carrier's claim form, and a copy of the luggage claim check.
  • A copy of your insurance declarations page and documentation of any settlement of the delay.
  • Any other documentation deemed necessary by Card Benefit Services to substantiate your claim.
  • Please do not highlight information on the documents you submit as our document scanners cannot process highlighted information. If you require additional clarification about any documents, please refer to the Glossary of Terms.

How can I submit my information?

You can upload information while you file a   New Claim or need to manage an Existing Claim on this website. You may also email the information to  eclaimsline@eclaimsline.com or mail:

Card Benefit Services
P.O. Box 72034
Richmond, VA 23255-2034

***Please reference your claim number on all information. Also, please do not highlight information on the documents you submit as our document scanners cannot process highlighted information.

I do not have any of the documentation needed, can you help me?

Yes, we will be glad to help. Ultimately, you are responsible for obtaining all required documentation. If you need assistance obtaining required documentation, Contact Us.

  Foreign Claims

My accident/incident occurred in a foreign country.  Are there any special rules?

No, the same documentation is needed to evaluate your claim.

The documents are in another language; do I need to have them translated?

Please submit the documents you have and we will be happy to have them translated when received.

What exchange rate will be used when processing my claim?

In most cases, exchange rates will be based on the date of incident.

I did not get a police report, what do I do?

If a police report is needed for your loss that occurred in a foreign country, Card Benefit Services will advise you and assist in retrieving this information.

  Insurance Impacts

Do I have to file this claim with my insurance company before submitting my claim to you?

In most cases no, you may submit your claim with us at any time. However, please note that if coverage is supplemental and in excess of any applicable coverage, the program will cover eligible expenses that would not be covered by your insurance company.

  Trip Cancellation/Interruption

What is Trip Cancellation/Interruption and what does it cover?

This benefit reimburses you for a covered trip if a covered loss prevents you from traveling on or before the departure date and results in the cancellation of the prepaid, non-refundable travel arrangements.

Covered Loss means one of the following events that occur when you are insured under the policy and the event causes cancellation of the travel arrangements:

  • Accidental Bodily Injury, Loss of Life, or Sickness experienced by you, a Traveling Companion, or an Immediate Family Member of you or a Traveling Companion
  • An organized strike affecting public transportation that impacts the Covered Person’s ability to commence or continue on a covered trip.

 The Trip Interruption portion of this benefit reimburses you for a covered trip if a covered loss causes an interruption on the way to the point of departure or after the departure. Reimbursement is provided for the prepaid, non-refundable travel arrangements and change fees when applicable.  No new or additional costs incurred as a result of the trip cancellation or interruption are covered by the benefit - only prepaid or unused expenses.

Who is covered under the benefit?

You and your Immediate Family Members are covered regardless of whether you are traveling with them. Immediate family member means your spouse or domestic partner and their parents. Immediate family member also includes the following individuals and their spouses: 
Children, including adopted children and step children, parents, including step parents, brothers and sisters, grandparents and grandchildren, aunts and uncles, nieces and nephews, legal guardians and wards.

 

What is a Domestic Partner?

A person designated by you who is registered as a Domestic Partner or legal equivalent under the laws of the governing jurisdiction or who is at least 18 years of age and competent to enter into a contract; is not related to you by blood; has exclusively lived with you for at least 12 consecutive months prior to the date of enrollment; is not legally married or separated and as of the date of enrollment has with you least 2 of the following financial arrangements: a joint mortgage or lease, a joint bank Account, joint title to or ownership of a motor vehicle or status as a joint lessee on a motor vehicle lease or a joint Credit Card Account with a financial institution. Neither you nor Your Domestic Partner can be married to, nor in a civil union with, anyone else.

What documents are required to evaluate my claim?

The documents needed for your claim include:

  • Completed and signed claim form
  • Copy of the travel itinerary
  • Confirmation of the reason for the Trip Cancellation or Trip Interruption – i.e. medical documents, death certificate, or other documentation supporting the Covered Loss
  • Copy of the monthly billing statement showing the last 4 digits of the account number to confirm the prepaid travel arrangements
  • Copy of the cancellation or refund policies of the Common Carrier, Tour Operator, or Travel Supplier
  • Proof of expenses incurred due to a Trip Interruption (if applicable)

I received a voucher from the airline when my flight was cancelled.   How does that impact my claim?

Please note that if a common carrier provides a Voucher toward another trip as a form of refund for a cancellation, no payment will be made on your claim with Card Benefit Services because this insurance reimburses specific covered non-refundable travel expenses.   If the Voucher issued by the airline expires and is never used, a claim may be payable provided all other terms and conditions are met.   If you are charged a fee associated with changing or cancelling your airline ticket, reimbursement of that fee may be eligible at the time of loss provided all terms and conditions are met. 

Is Pregnancy considered a covered medical condition?

No.  However, as stated under “Covered Loss,” should a Physician state and document that a sickness or illness makes the Covered Trip medically inadvisable, you must immediately notify the appropriate Travel Supplier that you are cancelling your travel arrangements, and provide the documentation received from the physician as a part of the claim for benefits with Card Benefit Services.  The sickness or illness must be diagnosed by the treating physician and not be part of the regular treatment associated with pregnancy.

Is Zika Covered?

Yes, the Zika virus is covered. If you contract the Zika virus (per your medical records) and it prevents you from taking your covered trip. Cancellation to prevent potential contact with Zika would not be eligible.

  Travel Accident Insurance

What is Travel Accident Insurance and what does it cover?

This benefit provides coverage for you and your Immediate Family Members for accidental loss of life, limbs, sight, speech or hearing while riding as a passenger in, entering or exiting any licensed common carrier, provided some portion of the passenger fare has been charged to your covered account.  In addition to the coverage you have while traveling on a Common Carrier, you are also covered for accidental loss of life, limbs, sight, speech or hearing which does not occur on a Common Carrier, on a twenty-four (24) hour basis.

Who is covered under the benefit?

You and your Immediate Family Members are covered regardless of whether you are traveling with them. Immediate family member means your spouse or domestic partner and their parents. Immediate family member also includes the following individuals and their spouses: Children, including adopted children and step children, parents, including step parents, brothers and sisters, grandparents and grandchildren, aunts and uncles, nieces and nephews, legal guardians and wards.

What is a Domestic Partner?

A person designated by you who is registered as a Domestic Partner or legal equivalent under the laws of the governing jurisdiction or who is at least 18 years of age and competent to enter into a contract; is not related to you by blood; has exclusively lived with you for at least 12 consecutive months prior to the date of enrollment; is not legally married or separated and as of the date of enrollment has with you at least 2 of the following financial arrangements: a joint mortgage or lease, a joint bank Account, joint title to or ownership of a motor vehicle or status as a joint lessee on a motor vehicle lease or a joint Credit Card Account with a financial institution. Neither you nor Your Domestic Partner can be married to, nor in a civil union with, anyone else.

What isn’t covered?

This insurance does not apply to any Accident, Accidental Bodily Injury or loss caused by or resulting from, directly or indirectly:

  • the Insured Person entering, or exiting any aircraft while acting or training as a pilot or crew member. This exclusion does not apply to passengers who temporarily perform pilot or crew functions in a life-threatening emergency
  • the Insured Person's emotional trauma, mental or physical illness, disease, pregnancy, childbirth or miscarriage, bacterial or viral infection, bodily malfunctions or medical or surgical treatment or diagnosis thereof. This exclusion does not apply to the Insured Person's bacterial infection caused by an Accident or by Accidental consumption of a substance contaminated by bacteria
  • the Insured Person’s commission or attempted commission of any illegal act including but not limited to any felony
  • any occurrence while the Insured Person is incarcerated
  • the Insured Person participating in parachute jumping from an aircraft
  • the Insured Person being engaged in or participating in a motorized vehicular race or speed contest
  • the Insured Person participating in any professional sporting activity for which the Insured Person received a salary or prize money
  • the Insured Person traveling or flying on any aircraft engaged in flight on a rocket propelled or rocket launched aircraft
  • the Insured Person’s suicide, attempted suicide or intentionally self-inflicted injury
  • when: 1) the United States of America has imposed any trade or economic sanctions prohibiting insurance of any Accident, Accidental Bodily Injury or loss; or  2) there is any other legal prohibition against providing insurance for any Accident, Accidental bodily injury or loss
  • a declared or undeclared War

What documents are required to evaluate my claim?

The documents needed for your claim include:

  • Completed and signed claim form
  • Copy of the travel itinerary
  • A police report confirming the claimed accident
  • Copy of the monthly billing statement showing the last 4 digits of the account number to confirm the travel fare was charged to the covered account
  • If death: Copy of the death certification
  • If death: Copy of the autopsy report if completed
  • If Covered Loss other than death: Copy of medical records & physician’s statement