Two Allianz Global Assistance employees were about to head home from a business trip. On the way to the airport, their cab collided with another car. Fortunately, no one was injured — but the two employees missed their flight.

Right away, they used the free TravelSmart app to call the 24-Hour Assistance Hotline. Their Assistance case manager was able to sort things out with the airline, book their new flight home, and arrange another driver to take them to the airport. But that wasn’t all: the Assistance representative also advised the two travelers to take pictures of the accident and get a copy or picture of the police report. That way, they’d have everything they needed to file a travel delay claim.

Access to the 24-Hour Assistance Hotline is one of the most powerful benefits included in your travel insurance plan. Our team of experts is trained to help our customers deal with some common travel mishaps, such as medical emergencies, cancelled flights, crime, lost documents and more. But it’s not easy helping travelers on the other side of the world! In an emergency, they’ll be able to help you more efficiently if you do the following.

Assistance Checklist: Before You Leave

We hope your trip goes according to plan. But just in case it doesn’t, make sure you have everything you need to deal with a crisis. Before you depart…

• Download the TravelSmart app. More than just a way to access your policy, this free app lets you track flights, find local pre-screened medical facilities, translate common medical terms and more.
• If you don’t have the TravelSmart app, print your policy number or keep it in your phone. We advise keeping your travel insurance policy number in at least two places (physical and digital). You’ll need it in order to receive help in an emergency.
• Look up local emergency numbers. In the United States, dialing 911 connects you with police, fire and emergency medical care. But that’s not the case in every country! In Europe, for instance, you should call 112.
• Take photographs. Take pictures of your travel documents, your packed luggage and your receipts for anything you purchased (these can come in handy if you need to file a claim for baggage loss, theft or damage).
• Make copies of important travel documents. Carry copies of your passport, itinerary, prescriptions, travel insurance plan documents, etc.
• Double-check your plan benefits. Different travel insurance plans have different benefits and limits. Read your plan documents so you understand what’s covered — especially when it comes to pre-existing medical conditions.
• Have an emergency medical contact card on hand. Especially if you’re traveling solo, it’s smart to carry a card that tells emergency responders everything they need to know. Include your name and country of origin, your emergency contact, your travel insurance policy number and the Allianz Global Assistance hotline number, any medical conditions or prescriptions, and any other essential information, such as severe allergies. Print this information both in English and the local language, so that doctors and first responders can understand.

Assistance Checklist: During a Travel Emergency

Never hesitate to call the 24-Hour Assistance Hotline if you’re facing a problem during your travels. Our elite Assistance team bends over backward to help travelers in need. Here’s what to do in an emergency.

• Don’t panic. Take a deep breath. Remember that you’re not alone — the multilingual Assistance team is there to help you.
• Call local emergency services first. If you’re facing a medical emergency or you’re the victim of a crime, call the local emergency number immediately. Use your TravelSmart app to instantly access the correct number for your destination.
• Contact the 24-Hour Assistance Hotline as soon as you can.
  • Hit “Contact Us” on the TravelSmart app to reach the hotline immediately.
  • Within the United States, Canada, Puerto Rico and the U.S. Virgin Islands call toll free: 1-800-654-1908.
  • Outside of the United States, call collect: 1-804-281-5700.
• Keep relevant info close at hand. Depending on your specific circumstances, the Assistance case manager may ask for information such as your case number, flight itinerary, police report, a death certificate (or even funeral program), etc.
• Document everything. Your safety is our first priority. If you’re able, you should take pictures and collect information that can help the Assistance team resolve your problem and later, help you file a claim. The evidence you’ll need to file a claim varies, depending on the type of claim. You can find a list of required documents here. In general, ask yourself: What would help Allianz Global Assistance’s claims experts understand the situation and prove that the incident did happen?

Read more: What to Do in a Medical Emergency

Assistance Checklist: After You Return Home

Once you’ve returned home safely and recuperated from any illness or injury, you need to file a claim as soon as possible. You can file a claim online, through the TravelSmart app, or call Customer Service at 1-866-902-1340.

• File a claim as soon as possible. We ask you to notify us of your claim within 90 days of the date of loss or as soon as reasonably possible (except as otherwise allowed by law). You should file your claim right away, even if you don’t have every document you need. You can always submit additional documentation
• Photograph or scan your documents first. When you file a claim, you can upload supporting documents on our site or on the TravelSmart app. Pro tip: If you’ve taken photos of all your receipts and paperwork, etc. on your phone, it might be easiest to use the app.
• Double-check what your plan covers. If you file a claim for a loss that isn’t covered, then your claim won’t be approved.
• Choose how you want to be reimbursed. When you file a claim, you can select your preferred payment method: direct deposit, receiving a check by mail, or a debit-card deposit. When you choose direct deposit, you can get your payment in just 1-2 days after your claim is approved.