Important: If you need emergency assistance while traveling, please contact the 24/7 Assistance Emergency line using the information at the bottom, of the page.
Tips for Filing a Claim with Volunteer Card
Even the most well-planned trip is not completely immune to the unexpected mishap. That’s why we are here–to help you navigate the unforeseen emergencies, delays, and frustrations. We hope your trip is hassle-free, but if an emergency does arise, here are some tips to help you make your claims process as smooth as possible!
If you become sick or injured on your ministry trip, start by contacting the 24/7 emergency assistance line listed on the back of your Volunteer Card (phone numbers below). You will need to provide your name and plan number. The emergency line can direct you to the nearest hospital, arrange for any necessary transportation or evacuation, and provide you with other useful information.
When you file your claim, you will be required to send copies of itemized bills and/or statements from medical providers for services rendered in connection with your claim (retain originals for your records). These bills and/or statements must include the date of service, the service rendered, the charge for each service, and the diagnosis. You will also need to provide a copy of your round trip itinerary and invoice.
Baggage Loss or Delay
While there are certain steps you can take to avoid lost, stolen or delayed baggage, sometimes these situations are inevitable. If your baggage is stolen, you will need to provide a police incident report. Obtaining this should be the first step you take after you notice your item/s missing. If your luggage is lost or delayed by an airline, you will instead need to provide documentation from the airline.
Save all receipts for replacement items you purchase (clothes, toiletries, etc). For items lost or stolen, you must provide the date of purchase. If you are not sure of the exact date, provide the month and year of purchase. If original receipts are not available, the underwriter may consider offering a partial reimbursement based upon the cash value at the time off loss.
You will also need to provide a copy of your round trip itinerary and invoice.
For a trip delay of 12 hours or more, travelers can claims expenses for any required food, accommodations or ground transportation. You will need to submit the receipts for everything you would like reimbursed. If you are not sure if an expense is covered, it is best to save the receipt just in case.
Travelers will need a document stating the cause of the delay. This can be any documentation substantiating the reason for the delayed trip (i.e. such as documentation from the airline or other carrier detailing the cause of your delay; or in the event of sickness or injury, documentation of treatment for the cause of your delay). You will also need the original copy of the round trip itinerary and invoice.
Trip cancellation and interruption is not included in any of the general policies. Trip Cancellation and Interruption coverage is available as an add-on to the Volunteer Card. This coverage reimburses non-refundable payments you lose if your trip is canceled or cut short for a covered, unforeseen reason.
If your trip is canceled or cut short, you will need to provide the following:
Proof of payment: A copy of your trip itinerary and copies of all invoices, credit card statements and canceled checks evidencing your payment for the trip.
Cause of Your Trip Cancellation: This is any documentation substantiating the reason you canceled your trip (i.e. such as a death certificate in the event death; for a sickness or injury, signed Attending Physician Statement and Authorization for Release of Information forms which are included with your claim form).
Refund Information: This includes original unused non-refundable tickets; copies of invoices, credit card statements or other written documentation substantiating the non-refundable costs for your trip (retain originals for your records). All refundable airline tickets should be sent to the issuing party for the appropriate refund. Submitting refundable airline tickets to the underwriter may delay your claim.
Opening Your Volunteer Card Claim
All claims must be filed within 30 days of the incident. To get started, there are two different routes that you can take:
The easiest way to open a claim is to send us an email with your travel information. Once we receive your email, you can expect a response from our Customer Care Team within 1 business day. We will open a claim for you online and send you an email with instructions on how to finalize your claim and send your documents to the underwriter.
If you wish to open a claim over the phone, this can be done by calling our Customer Care team during business hours, Monday through Friday, from 8:30 am – 5:00 pm CST.
To open a claim by email or phone, you will need the following information:
– Volunteer Card number (begins with “V”, on the front of your card)
-Date of Birth
-Travel dates and destination
-Date incident occurred / dates you were treated
-Brief description of incident / what you were seen for
-Amount claiming (in dollars)
After your claim has been filed and submitted, it usually takes about 20-25 business days from the date the underwriter receives your completed claim form until the date when your claim is finalized.
Once the underwriter has determined the outcome of your claim, you’ll receive notification via US mail and/or email. During the review process, we will be monitoring the progress of your claim.
Important: If you need assistance while traveling, please contact the 24/7 Assistance line using the information below.
Basic, Plus or Premium Policies
1.800.555.9095 (within US/Canada)
00 1.603.894.4710 (international)
365 or 365 Sport Plan
1.855.851.2970 (within US/Canada)