🛡️ Terms & Conditions

Preamble

the Company designates these General Terms and Conditions to the Emergency Center for the provision of services. These General Terms and Conditions define the method for obtaining benefits that a beneficiary may receive under an assistance plan, in cases of emergency and urgency during the contractual period and within the valid geographic area — particularly during travel emergencies. These General Terms and Conditions, together with the remaining documentation provided at the time of purchase, constitute the travel assistance contract.

Before the plan's effective date, the company reserves the right to analyze the purchase request, process information validation, and revoke the order/purchase if deemed unviable. The analysis may consider:

• Inconsistencies in information provided by the client
• Whether the usage rate (for prior customers) is proportional to the coverage requested
• Sufficiency of payment methods
• Accuracy of submitted data
• Any other controls deemed appropriate

The company reserves the right to deny coverage and refund only the amount paid for the plan.

Pre-Contract Verifications

Before the plan takes effect, verify that all information on your voucher is correct. Specifically check:

• Emergency contact phone numbers listed on the voucher
• Beneficiary's full name and date of birth
• Validity dates of the plan
• The product and coverages purchased

If any information is incorrect, contact the issuing agent to have it corrected. Verify that the product and coverages requested are included in your purchased voucher — otherwise that coverage will not be available to you.

Acceptance by Beneficiary

The Beneficiary declares that they know and accept these General Terms and Conditions. This acceptance is ratified by any of the following acts:

• Payment for the contracted services
• Use or attempted use of any of the contracted services

In both cases, the Beneficiary acknowledges that they have chosen, read, and accept all terms and conditions expressed in these General Terms and Conditions governing the relationship between the parties, which becomes an adhesion contract.

All assistance or treatment ceases and is not the responsibility of the Emergency Center once the Beneficiary returns to their place of residence or when the plan's validity period expires. Purchasing one or more assistance services does not accumulate medical assistance services and/or benefits or the time periods contemplated therein.

Beneficiary / Age Limit

The Beneficiary is the natural person whose name appears on the assistance plan and is the sole beneficiary of all its coverages up to and including their age limit anniversary day according to the type of plan purchased. After that date, the Beneficiary loses all rights to benefits and assistance services defined in these General Terms and Conditions, as well as any right to reimbursement or claims arising from events occurring after that date.

Plan benefits are exclusive to the named Beneficiary and are non-transferable. To receive services, the Beneficiary must prove their identity by presenting the printed or digital voucher and travel documents demonstrating the validity and applicability of the requested benefits.

The Beneficiary may use contracted services until 00:00 hours of their anniversary date according to the contracted plan. As an example: a person is considered to be 75 years old until the day before they turn 76.

Validity Period

The validity period is the time during which plan benefits may be obtained — from 00:00 hours on the start date of validity (while the Beneficiary is in foreign territory) to 23:59 hours on the end date, both dates reflected on the purchased voucher. Benefits are valid only during the validity period shown on the voucher. Expiration of the validity period automatically terminates all benefits, services, and ongoing treatments.

The Emergency Center will request a copy of your passport at the time of service, demonstrating the date of departure from your country of habitual residence and the entry date to the country from which you are requesting assistance.

Assistance plans operate on continuous days. Once the validity period begins, it cannot be interrupted. Unused days are non-refundable. If travel is interrupted (e.g., the Beneficiary returns to their country of residence before the voucher expires), the plan expires and cannot be reactivated.

Annual Multi-Trip Plans

Annual multi-trip plans have a validity of 365 days and allow an unlimited number of trips during that period; however, the Beneficiary may not remain abroad for more than 30, 60, or 90 days per trip (as indicated in the plan). Coverage limits reset with each new trip. Treatments begun on a first trip will not be covered on subsequent trips.

Long-Stay Plans

Long-stay plans have a validity of up to 365 consecutive days abroad.

Hospitalization at End of Validity

If the Beneficiary is hospitalized for a covered illness or accident on the plan's termination date, hospitalization expenses will be covered for up to: (a) seven (7) additional days from the expiration date; (b) until contracted coverage is exhausted; or (c) until the treating physician discharges the Beneficiary within those seven days — whichever comes first.

Voucher Extensions

When a Beneficiary unexpectedly extends their trip, they may request issuance of a new voucher. The Emergency Center reserves the right to accept or deny this renewal without further explanation, subject to the following conditions:

• The Beneficiary has not previously used assistance services during the current voucher's validity period
• The new voucher must be requested through the same issuing agent as the original plan, specifying the number of additional days needed
• The extension request must be submitted within 5 calendar days before the original voucher expires
• The new voucher may only cover the same or greater level of coverage as the original — it cannot be downgraded
• Annual multi-trip plans cannot be renewed while the Beneficiary is in the destination country; renewal is only possible once the 365-day validity has expired and the Beneficiary has returned to their country of origin

Any medical condition treated under the first voucher automatically becomes a pre-existing condition under the second voucher and will not be covered by the Emergency Center.

Delayed or Cancelled Flights

If the Beneficiary cannot start their return trip due to a delayed or cancelled flight, the voucher will automatically extend for up to three (3) days maximum, or until the Beneficiary returns to their country of origin, whichever comes first. This extension only covers medical assistance for non-pre-existing illness and/or accident.

Geographic Validity

Depending on the type of plan, validity may be Worldwide — including the Beneficiary's country of residence, from 100 km from the place of habitual residence (understood as the city of origin of the trip as documented by the transport ticket and passport) — provided private or public infrastructure exists to deliver the service and regional legislation permits it, always based on the Beneficiary's geolocation, and excluding countries involved in internal or international armed conflicts.

How to Request Assistance

If you need assistance, contact the Emergency Center regardless of your geographic location. To reach the center by phone, request a collect call (reverse charge). If collect calls are not available, call the Emergency Center directly at the numbers listed on your voucher.

If you are charged for a call to the Emergency Center, save the receipt — the cost will be reimbursed. For hotel calls, save a copy of the invoice showing the call charge and number.

If the Beneficiary is medically unable to contact the Emergency Center and has no companion to do so, they must contact the Emergency Center within 24 hours of medical discharge and present medical reports documenting the communication difficulty.

Beneficiary Obligations

At all times and for all services, the Beneficiary is obligated to:

• Request and obtain authorization from the Emergency Center before taking any initiative or incurring any expense related to covered benefits. Note the names, surnames, and authorization numbers provided by the center.
• If unable to communicate in a verifiable emergency, go to the nearest emergency medical service and notify the Emergency Center immediately — or no later than 24 hours after the event, providing original receipts and documentation.
• Not abandon treatment recommended by the Emergency Center before being medically discharged. The Emergency Center will not be financially responsible if the Beneficiary abandons the designated medical center against medical advice.
• Accept that the Emergency Center may record and audit telephone conversations for quality, training, and operational purposes.
• Accept and follow the solutions recommended by the Emergency Center and, when required, consent to medical transfer to another location or country when medically appropriate.
• Grant the Emergency Center any medical authorizations it requires for case management.
• Deliver to the Emergency Center all transport tickets (tickets, boarding passes) in their possession.

Emergency Center Obligations

The Emergency Center is obligated to:

• Fulfill the benefits and services defined in these General Terms and Conditions for covered events under the contracted plan, provided all obligations of these Terms are strictly met by the Beneficiary.
• Analyze each reimbursement request to determine whether it is admissible and, if so, process payment within the established timeframes.

The Emergency Center is expressly released, exempt, and excused from any of its obligations and responsibilities when failure to fulfill them is due to actions or omissions attributable to the Beneficiary, or due to circumstances falling under Section 17 (Force Majeure).

Reimbursements

Processing Timeline

• The Beneficiary has up to 30 calendar days from the end of the voucher's validity period to submit all required documentation.
• Once documents are received, the relevant department has up to 5 business days to request any missing documentation.
• With all necessary documents, the department will process the claim within the following 5 business days, approving or rejecting it.
• If approved, payment will be made within 30 business days after approval.

Payment Currency

If the currency of the expense differs from that indicated on the assistance voucher, conversion will be made using the exchange rate applicable on the date of the expense. If the currency of the expense is different from the local currency (Beneficiary's country of origin), reimbursement will be made in local currency using the exchange rate on the date of payment. If the expense currency matches the local currency, no conversion applies.

In Case of Death of the Voucher Holder

The following documents must be presented: proof of relationship (marriage certificate, birth certificates, etc.); declaration of heirs (must be submitted within 6 months of the date of death); original expense receipts proving the requested service and compliance with all obligations under these Terms.

Currency of Coverage & Services

The benefits offered by the Emergency Center, currencies, and maximum coverage limits are reflected on the purchased voucher. The voucher is the binding document for coverage amounts and conditions.

Definitions

Benefits & Services — Complete Annex

The following is an exhaustive list of the services provided by the Emergency Center to beneficiaries of the contracted product. Not all plans include all services — verify that your purchased voucher includes a specific service before requesting it. Coverage limits for medical assistance for illness and accident are not cumulative and apply independently. Medical assistance services cover exclusively the emergency treatment of acute, sudden illnesses not classified as pre-existing conditions under these Terms.

Resolution 5477 Mandatory Coverages

All CoVisas Colombia plans include the 7 mandatory coverages required by Colombian Resolution 5477 of 2022: Accidents, Illness, Disability, Hospitalization, Maternity, Repatriation, and Death (repatriation of remains).

I & II. Medical Assistance for Accident / Non-Pre-existing Illness

Covers acute and unforeseen illness or accidental injury occurring during the plan's validity period. Services include:

• Telephone Medical Consultation: Remote consultation to increase service efficiency and avoid unnecessary in-person visits.
• Medical Visits: For accident or acute, unforeseen, non-pre-existing illness — including the option of repatriation to the Beneficiary's country of residence if medically indicated.
• Home Doctor: When clinical condition does not require an emergency room visit, the Emergency Center will coordinate a home physician (subject to provider availability in the geographic area).
• Specialist Care: Only when indicated or required by the emergency medical team, with prior authorization from the Emergency Center's Medical Department.
• Additional Medical Exams: Any medical exam required upon admission or during treatment — whether for hospitalization or outpatient care — when authorized by the Emergency Center.
• Hospitalizations: According to the nature of the injury or illness, when prescribed by the Emergency Center's Medical Department and authorized in writing or verbally (with authorization number).
• Surgical Interventions: When authorized by the Medical Department and in emergency cases where surgery is strictly necessary.
• Intensive Care / Coronary Unit: When the nature of the illness or injury requires it, with prior Medical Department authorization.

If the Beneficiary is hospitalized for a covered illness or accident on the plan's expiration date, coverage continues for up to 7 additional days, until contracted coverage is exhausted, or until the physician discharges the Beneficiary — whichever comes first.

III. Comprehensive COVID-19 Medical Assistance

Verify your voucher includes this service. Covers confirmed positive COVID-19 diagnoses contracted at the destination after the plan has commenced. Includes:

• Psychological Guidance for COVID-19: One session with a psychologist or general practitioner for relief or management of COVID-19-related anxiety.
• COVID-19 Medical Care: Coordination of medical care for confirmed positive COVID-19 cases. One PCR with a positive result may be reimbursed to confirm contagion.
• Hospital Expenses for COVID-19: Inpatient hospitalization for serious COVID-19 cases requiring stabilization, up to the contracted limit. Extended coverage of up to 7 days if hospitalized on the plan's expiration date.
• Mechanical Ventilator Expenses: Costs for use of a mechanical ventilator derived from COVID-19, always with prior Emergency Center authorization. Does not cover purchase of equipment.
• Date Change Penalty for COVID-19: If a confirmed positive diagnosis prevents the Beneficiary from returning home as scheduled, penalties for rescheduling the return flight will be reimbursed (up to coverage limit). The Beneficiary has 14 continuous days from the positive result to set a new return date.
• Transfer of a Family Member for COVID-19: If a Beneficiary traveling with children under 15 or adults over 75 is hospitalized for more than 10 days due to COVID-19, the Emergency Center will reimburse a round-trip economy ticket for one family member to travel to the destination.
• Hotel for Medical Quarantine: If a positive COVID-19 diagnosis requires mandatory isolation, hotel expenses during quarantine (up to 14 days) will be reimbursed, subject to medical authorization from the Emergency Center.
• Cremation Expenses: In the event of the Beneficiary's death from COVID-19, cremation costs will be covered where permitted by local health authorities.
• Repatriation of Remains for COVID-19: In the event of the Beneficiary's death from COVID-19, repatriation of remains will be coordinated, subject to applicable local health regulations.

COVID-19 Exclusions: Vaccines, medical or sanitary procedures not derived from an active COVID-19 episode, and any assistance required to comply with sanitary or immigration government mandates are excluded. The Company is not responsible for side effects of vaccines or for restrictions imposed by health or governmental authorities on the Beneficiary's return home.

IV. Medical Assistance for Pre-existing Conditions

Verify your voucher includes this service. Where the Beneficiary specifically contracts coverage for emergencies arising from a pre-existing or chronic condition, coverage applies to acute episodes, unpredictable events, or acute decompensations of known or previously asymptomatic chronic/pre-existing conditions. Excludes: initiation or continuation of treatments, diagnostic procedures, sexually transmitted diseases, dialysis, transplants, oncology, psychiatric treatment, and prosthetic devices. The Beneficiary must follow all medical instructions from the treating physician assigned by the Emergency Center.

V. Epidemic Disease Coverage

Verify your voucher includes this service. The Emergency Center will cover up to the plan's contracted amount for illnesses arising from epidemics declared by competent health authorities, subject to the conditions and limits specified on the voucher.

VI. Medications

Verify your voucher includes this service. The Emergency Center will cover the cost of medications prescribed by its Medical Department, up to the coverage limit. Medications for pre-existing conditions, contraceptives, and intrauterine devices are excluded. Prescriptions for initial symptom recovery are authorized for the first 30 days of treatment only.

VII. Emergency Dentistry

Verify your voucher includes this service. Covers dental emergency treatment expenses resulting from an accident or acute, unforeseen dental pain during the plan's validity period, up to the contracted coverage limit. Routine dental care, orthodontics, prostheses, and aesthetic treatments are excluded.

VIII. Hotel Stay for Convalescence

Verify your voucher includes this service. When the treating physician and the Emergency Center's Medical Department jointly determine that the Beneficiary requires rest after a covered hospitalization, hotel stay expenses will be covered up to USD 120 per day or the voucher limit, whichever is lower. Only room costs are covered — no meals, laundry, phone calls (except to the Emergency Center), or minibar charges.

IX. Delayed or Cancelled Flight Expenses (min. 6 hours)

Verify your voucher includes this service. If the Beneficiary's flight is delayed by more than 6 consecutive hours from the originally scheduled time, and no alternative transportation exists, the Emergency Center will reimburse hotel, meal, and communication expenses incurred during the delay, up to the coverage limit. Original receipts and an airline certificate confirming the delay or cancellation are required. This service does not apply to standby, discounted, or mileage tickets, or if the airline has already covered such expenses. Applies from 100 km from the place of residence.

X. Late Arrival

Verify your voucher includes this service. If, due to causes attributable to the airline, the Beneficiary misses a direct international flight or connection, the Emergency Center will reimburse the penalty for changing the return ticket to the next available flight, up to the coverage limit. Standby, employee-discount, or mileage tickets are excluded.

XI. Multi-Cause Trip Cancellation

Verify your voucher includes this service. Reimburses penalties for complete, anticipatory, and definitive cancellation of a trip contracted through a travel agency or tour operator. The plan must be contracted within 72 hours of purchasing the travel services. The Emergency Center must be notified within 72 hours of the cancellation event. Justified causes include:

• Death, accident, or serious non-pre-existing illness of the Beneficiary or a first-degree relative
• Subpoena as party, witness, or juror (not as defendant)
• Fire, theft, or natural disaster rendering the Beneficiary's primary residence uninhabitable
• Medical quarantine declared by competent authority
• Documented job loss with a date after plan contracting
• Emergency military, medical, or public service call-up
• Epidemics or natural catastrophes declared after plan contracting
• Travel companion sharing the same hotel room suffering a covered event

With 10% Deductible: Additional justified causes include change of employer (contract over 3 months), organ transplant call-up, electoral board summons, workplace geographical transfer requiring relocation, pregnancy complications or involuntary miscarriage, judicial divorce summons, kidnapping, company-certified vacation cancellation, wedding cancellation, and loss of destination country visa within 15 days before travel.

XII. Multi-Cause Trip Cancellation PLUS

Verify your voucher includes this service. Applies with a 25% deductible. Age limit: 85 years. Reimburses trip cancellation for any reason at the Beneficiary's own discretion (75% of the contracted limit). The plan must be contracted within 24 hours of purchasing travel services. Cancellation must be requested no earlier than 5 days before travel. Exclusions: airline bankruptcy, criminal enterprise, alcoholism, drug addiction, self-inflicted injuries, chartered flight cancellations.

XIII. Sports Coverage

Verify your voucher includes this service. The Emergency Center will cover events caused by amateur sports practice. Covered sports include: windsurfing, kitesurfing, taekwondo, snow sports, adventure tourism, and all Olympic sports practiced at an amateur level. Excluded: motorcycling, cycling, motor racing, canyoning (torrentismo), bobsled, off-piste skiing/snowboarding, Olympic luge, big game hunting, boxing, martial arts (with contact), rugby, polo, high-altitude mountaineering, bungee jumping, BASE jumping, and any professional sports practice or competition.

XIV. Travel Operator / Travel Agency Bankruptcy

Verify your voucher includes this service. In the event of a judicially declared bankruptcy by a legally established travel operator or agency, the Emergency Center will reimburse financial losses for non-utilized services purchased through that agency, up to the contracted limit. The plan must be contracted within 72 hours of purchasing travel services. Bankruptcy must be reported within 72 hours of the judicial declaration. Exclusions include: war, civil unrest, fraud, and any loss not directly related to the bankruptcy event.

XV. Lost Luggage Compensation

Verify your voucher includes this service. The Emergency Center will complement the airline's compensation for definitively lost checked luggage on regular flights. The luggage must have been properly checked in, and the airline must have acknowledged its responsibility. Compensation covers one complete piece of luggage per Beneficiary. A PIR (Property Irregularity Report) and the airline's payment documentation are required.

XVI. Baggage Delay Compensation

Verify your voucher includes this service. If checked luggage is delayed by the responsible airline, the Emergency Center will reimburse the cost of essential personal items (personal hygiene products, underwear, daily clothing) purchased during the delay, upon presentation of original receipts and the PIR. Food and leisure items are excluded.

XVII. Document & Luggage Loss Assistance

Verify your voucher includes this service. The Emergency Center will advise the Beneficiary on how to file a report for lost or stolen luggage and personal belongings, and provide a list of contacts, consulates, and relevant authorities.

XVIII. Medical Transfer & Repatriation

Verify your voucher includes this service. In an emergency, the Emergency Center will organize the Beneficiary's transfer to the nearest appropriate medical facility, or medical repatriation to the Beneficiary's country of residence when medically indicated. Transfer is by ambulance or the means most compatible with the Beneficiary's medical condition. No repatriation expenses will be covered when the cause is a pre-existing condition or an exclusion. When the repatriated Beneficiary is under 15 or over 75 years of age, one family member's round-trip economy ticket will be covered.

XIX. Funeral Repatriation

Verify your voucher includes this service. In the event of the Beneficiary's death during the plan's validity period, the family may choose between: (a) repatriation of the deceased's remains to the airport nearest the place of residence; or (b) cremation and transfer of ashes to the nearest airport. Religious services and special coffins are not included. Expenses for accompanying family members' return travel are not covered. Exclusions: death caused by narcotics, suicide, or where the purpose of travel was to seek treatment abroad for a pre-existing condition.

XX. Family Transfer During Beneficiary Hospitalization

Verify your voucher includes this service. If a Beneficiary traveling alone is hospitalized for more than 10 days, the Emergency Center will reimburse one round-trip economy ticket for a family member to travel to the destination. Hotel expenses for the family member are covered up to the voucher limit (room only, no meals or incidentals).

XXI. Early Return Due to Death of a Family Member

Verify your voucher includes this service. If the Beneficiary must return to their country of habitual residence due to the death of a first-degree relative (parents, children, siblings, or spouse) occurring after the plan's effective date, the Emergency Center will cover the cost of the return ticket (economy class, direct or with minimum connections).

XXII. Early Return Due to Serious Incident at Home

Verify your voucher includes this service. In the event of fire, explosion, flooding, or violent robbery at the Beneficiary's primary residence while traveling, the Emergency Center will cover the cost of the return trip if the Beneficiary is the property owner or lessee. Proof of property ownership or lease must be provided.

XXIII. Executive Replacement

Verify your voucher includes this service. If a Beneficiary on a business trip abroad is hospitalized due to a serious medical emergency that prevents the continuation of their business tasks, the Emergency Center will cover one economy round-trip ticket for a company-designated replacement to travel to the destination. Documents proving the Beneficiary's incapacity and their business role are required.

XXIV. Accompaniment of Minors and Elderly

Verify your voucher includes this service. If a Beneficiary traveling accompanied only by children under 15 and/or adults over 75 (also plan holders) must be hospitalized, the Emergency Center will arrange and cover the accompanying individuals' supervised return to their place of origin.

XXV. Urgent Message Transmission

Verify your voucher includes this service. The Emergency Center will transmit urgent and justified messages related to any covered event to the Beneficiary's relatives or employer, through the most appropriate means available.

XXVI & XXVII. Fund Transfer / Legal Bail for Traffic Accidents

Verify your voucher includes this service. In cases of urgent and unforeseen need while traveling, and against prior deposit at the Emergency Center's offices, the Emergency Center will manage the transfer of funds to the Beneficiary abroad. In the case of a traffic accident resulting in detention, bail bond funds will be transferred subject to local laws and conditions. These funds constitute a loan that must be repaid within 30 days of the Beneficiary's return.

XXVIII. Legal Assistance for Traffic Accidents

Verify your voucher includes this service. The Emergency Center will cover attorney fees for civil, criminal, or penal defense in the event of a traffic accident abroad, up to the contracted coverage limit.

XXIX. 24-Hour Accidental Death Insurance

Verify your voucher includes this service. Covers death resulting exclusively from an accidental cause (sudden, external, violent, and involuntary event) occurring at any time during the plan's validity. This benefit does NOT cover natural death, illness, or medical conditions. Beneficiary's representatives must report the claim to the Emergency Center within 72 hours of the accident.

XXX. Protected Purchase

Verify your voucher includes this service. Reimburses the replacement cost of purchases made at the destination (technological devices, jewelry, clothing, and similar items) that are stolen, up to USD 250 per item/set/pair. A police report filed within 24 hours, proof of ownership, original purchase receipt, and invoice for replacement are required. Excludes: luggage in airline custody, items left unattended outside a secured hotel room, wheelchairs, baby strollers, bicycles, motorcycles, contact lenses, dental prostheses, stamps, business merchandise, and cash.

XXXI. Sports Equipment Coverage

Verify your voucher includes this service. Reimburses the replacement cost of sports equipment stolen at the destination, up to the voucher limit (maximum 10 units). A police report, proof of ownership, customs declaration, and replacement invoice are required.

XXXII. Return to Country of Origin Due to Airline Bankruptcy

Verify your voucher includes this service. If the airline with which the Beneficiary purchased round-trip tickets from and to their country of origin declares bankruptcy, the Emergency Center will cover the cost of a new economy return ticket.

XXXIII. Information Hotline

Verify your voucher includes this service. Beneficiaries may contact the Emergency Center for information on consular obligations, health requirements, vaccination requirements, local customs, pharmacies, hospitals, hotels, car rentals, and other travel information.

XXXIV. Emergency — Baby on the Way

Verify your voucher includes this service. Covers emergencies during pregnancy while traveling — including emergency check-ups, urgent ultrasounds, and assistance due to unforeseen complications — up to the 32nd week of gestation (inclusive). Excludes routine prenatal check-ups, normal deliveries and C-sections at term, newborn medical expenses, and cases where the purpose of travel is to give birth abroad.

XXXV. Cruise Coverage for Illness or Accident

Verify your voucher includes this service. Medical assistance coverage during a cruise falls under items I and II (medical assistance for accident or illness) and is subject to the same limits and conditions.

XXXVI. Personal Items

Verify your voucher includes this service. Reimburses the replacement cost of personal belongings stolen during the trip, per item up to: bag/briefcase USD 200 · mobile phone/smartphone USD 250 · writing/cosmetic items USD 200 · eyeglasses USD 150 · wallet USD 180 · documents USD 80. A police report within 24 hours, purchase invoices, proof of ownership, and replacement receipts are required. Excludes items in airline custody, unattended luggage outside secured hotel rooms, wheelchairs, baby strollers, bicycles, dental prostheses, and cash.

XXXVII. Tech Protection

Verify your voucher includes this service. Reimburses the replacement cost of cameras, video cameras, mobile phones, tablets, and other electronic devices stolen, robbed, or lost during the trip, up to the contracted limit (one unit per product type). Exclusions are the same as for Personal Items (Section XXXVI). Note: The Protected Purchase, Personal Items, and Tech Protection benefits are not cumulative for the same item — only one benefit applies per article.

XXXVIII. Forgotten Items Forwarding

Verify your voucher includes this service. If the Beneficiary inadvertently leaves personal luggage or items behind during the trip, the Emergency Center will manage and coordinate the shipment of those items to the Beneficiary's address, up to the contracted coverage limit. If items were stolen, a police report within 24 hours is required.

XXXIX. Concierge

Verify your voucher includes this service. Available 24 hours a day, 365 days a year, to assist Beneficiaries in obtaining information about restaurants, entertainment, transportation, local events, hotel reservations, and other travel-related services.

XL. Passport Loss

Valid for vouchers issued from February 12, 2020 onward. Verify your voucher includes this service. The Company will reimburse up to USD 50 for the cost of a provisional passport (travel document) issued to the Beneficiary whose passport was lost or stolen during the trip. Required documents: police report filed within 24 hours, and payment receipt for the provisional passport.

General Exclusions

The following events are expressly excluded from assistance coverage:

Subrogation

Up to the amount of sums disbursed in fulfillment of obligations under these Terms, the Emergency Center is subrogated — without requiring any formality whatsoever — into all rights and actions that the Beneficiary may have against third parties responsible for the insured event, including:

• Insurance companies in the relevant case
• Third parties responsible for an accident and their insurance companies
• Transport companies, with respect to the total or partial restitution of unused ticket prices
• Other companies covering the same risk

If the Beneficiary refuses to cooperate or to subrogate such rights to the Emergency Center and/or the insurance companies assuming the corresponding risk, the Emergency Center reserves the right to refuse or recover any payment made. The Beneficiary acknowledges this right and expressly waives the right to be individually notified before such subrogation takes effect.

Force Majeure & Exceptional Circumstances

Neither the Emergency Center nor its service provider network shall be held responsible, liable, or enforceable for fortuitous events or force majeure beyond their control, including but not limited to: declared or undeclared wars, nuclear disasters, governmental decisions, natural catastrophes, epidemics, pandemics, or any other circumstance that makes service provision impossible.

Recourse

The Emergency Center reserves the right to demand reimbursement from the Beneficiary for any expenses incurred due to false information provided by the Beneficiary, or for any expenses related to conditions subsequently found to be pre-existing, fraudulent, or excluded under these Terms. The Beneficiary accepts full liability for any false or misleading statements made in connection with a claim.

Liability

The Emergency Center shall not be liable and will not indemnify the Beneficiary for any damage, loss, injury, or illness not covered under these Terms. The Emergency Center's maximum liability is limited to the coverage amounts specified on the voucher for each benefit. The Emergency Center is not liable for delays, interruptions, or failures in service delivery caused by circumstances beyond its reasonable control, including infrastructure failures, natural disasters, or force majeure events as defined in Section 17.

Jurisdiction

For all legal matters relating to the contractual relationship between the Beneficiary and the Emergency Center, it is expressly agreed that jurisdiction shall correspond to the courts of the legal domicile of the Emergency Center.

Deductible / Franchise

If the assistance plan includes a deductible or franchise, the Beneficiary must pay that amount for any type of claim before Emergency Center coverage applies. The deductible amount is specified on the voucher. If a 10% deductible applies, the Beneficiary will be responsible for 10% of all covered medical expenses, with the Emergency Center covering the remaining 90% up to the contracted coverage limit.

Termination, Resolution & Modification

Any claim to enforce the obligations assumed by the Emergency Center under these Terms must be filed within thirty (30) calendar days of the end of the voucher's validity period. Claims submitted after this deadline will be automatically rejected.

CoVisas Colombia • Medellín, Colombia • All rights reserved • Updated 2024