Frequently Asked Questions

This page lists frequently asked questions from our customers.
What is the role of Travel Guard? Back To Top

Travel Guard is a wholly-owned assistance company by AIG. We provide covered travelers with emergency medical & travel assistance, concierge support and other services 24 hours a day - worldwide.  One phone call connects you to our network of multilingual specialists for immediate help with medical, personal, and travel problems when away from home.

 

What do I need to do to use the program? Back To Top
  1. You can call us anytime.
  2. To ensure a prompt response when calling, you should be prepared to provide the following:
    (a) Your name, location, age, sex, and nationality
    (b) Your policy number/organization name
    (c) The telephone number from which you are calling (in case you are disconnected)
    (d) Your relationship to the insured (if the person calling is not the insured)
    (e) Name, location, and telephone number of the hospital or clinic (when applicable)
    (f) Name, location, and telephone number for the treating doctor, and where the doctor can be reached (when applicable).
 

What if I have pre-trip questions about my travel destination? Back To Top

Call us or e-mail us with any pre-trip questions. Click here to review our medical providers.

 

Do my credit card, homeowner's and/or my regular medical insurance policies cover me while I'm traveling? Back To Top
While some credit cards and insurance policies extend coverage outside your home country, many do not.  Therefore, you should confirm the scope of your coverage with your bank or insurance agent prior to your departure.
 

What should I do if I get sick or hurt? Back To Top

Call us or Click Here to reach our Directory.

 

What if I need a lawyer while overseas? Back To Top
Call your assistance center to receive referrals to local, legal providers.
 

What if I need prescription medication? Back To Top
If you require a prescription and it cannot be obtained locally, or you need to replace lost, stolen or depleted medication, we will, subject to local regulations, arrange for the shipment of the needed medication.
 

What if I am hospitalized? Back To Top
Call your assistance center. We will communicate with your treating medical provider to discuss your care and the appropriate steps for your safe and speedy recovery. Our Medical Team will monitor your condition until it has been resolved or you have safely returned home.  Click here to access our Directory.
 

What if local medical facilities are not adequate? Back To Top

If you are hospitalized in an area where adequate medical care is not available, we will arrange to evacuate you to a medical facility capable of providing the required care if deemed necessary. Our physicians supervise every evacuation. When necessary, a medical specialist or nurse will accompany you during the evacuation.

 

What happens when I am released from the hospital and still need help? Back To Top

When your condition is stabilized and your treating physician along with our medical staff agrees it is medically appropriate or advisable to bring you home or to a facility near your permanent residence, we will arrange your repatriation under medical supervision.

 

What will Travel Guard do in the event of death while traveling? Back To Top

In the event a covered traveler dies while travelling, we will work with all relevant local and home-country authorities to obtain the required clearances necessary to arrange transportation for the return of mortal remains.

 

What do I need to register on the member-only assistance website? Back To Top

If your company has partnered with AIG to provide access to our member-only assistance website please consult your human resources or risk management department for further details on accessing our secure website where you can view a full array of services related to your program, including in-depth health and security information on over 170 countries and options to sign up for email alerts on daily news or specific travel destinations.

1. The first step is to click on the “Sign In” link in the upper right corner of the Assistance Website home page. To complete registration, click on the “Register Here” link underneath the Login button and provide the following required fields on the registration page:

Your first name, last name, email address, policy number and organization / company name.

2. Click on “Submit” and you will receive an automated email with your temporary password.

3. Click on the link within the automated email and complete the registration process where you can also change your password.   

 

What if I forgot my password on the member-only assistance website? Back To Top
The first step is to click on the “Sign In” link in the upper right corner.
Click on the “Forgot Your Password” link next to the Login button. To recover your password, enter the email address you registered your account with. You will receive an automated email with your temporary password.
 

What if I do not know my policyholder number to register on the member-only assistance website? Back To Top
Please consult your company’s human resources or risk management department for further details on accessing our secure website.
 

What if I am having issues using the assistance website? Back To Top
In the event you experience any issues with the website and are unable to find answers to your questions in this FAQ please email onlineassistadmin@travelguard.com