Medical cancellation insurance

If you’re concerned you might have to cancel your trip for medical reasons, you can purchase insurance to protect your investment.

Agreement & Terms

By purchasing this product, you agree to the conditions set forth by INTER PARTNER ASSISTANCE S.A. For full details regarding your coverage, privacy, and online purchasing, please review the official documentation below:

What is medical cancellation insurance?

Medical cancellation insurance covers non-refundable travel expenses if you or a traveler on your booking is unable to travel due to severe, acute medical reasons or emergencies. Your coverage begins as soon as you purchase the insurance and ends the moment your first flight departs.

The insurance covers cancellation fees for travel expenses, including:

Flights purchased through Kiwi.com
Separately booked travel services (such as hotels or tours) affected by the flight cancellation

Example: You purchase a flight for €1,000 with AXA Medical Cancellation Insurance. Two weeks before departure, you suffer an injury requiring hospitalization. The airline only refunds €500 and retains €500 as a cancellation fee. AXA will cover the remaining €500 (subject to your policy limit and excess terms), bringing your total reimbursement back to €1,000.

Eligibility Thresholds & What’s Covered

To qualify for a claim, the cancellation must fall under specific categories defined in the policy. Standard non-emergency illnesses or minor indispositions do not qualify.

1. Qualifying Medical & Emergency Events

Hospitalization or Mandatory Bed Rest: An acute illness or injury affecting you, a close family member, a travel companion on the same booking, or a business proxy, requiring official hospital admission or doctor-ordered bed rest at the scheduled time of departure.
Passing of a Loved One: Death of the insured, a close family member, a travel companion, or a business proxy within 60 days prior to departure.
Pregnancy Complications: Medical complications arising from pregnancy, provided the pregnancy was diagnosed after the insurance was purchased.
Severe Property Damage: Major damage to your home or property caused by natural disasters or third-party crime within days of departure, estimated at €8,000 or more.

2. What Is NOT Covered (Key Exclusions)

Claims will not be accepted under the following conditions:

Pre-existing Conditions: Any illness, injury, or medical treatment that began or displayed symptoms prior to purchasing the policy (except for certified, stabilized chronic conditions).
Scheduled Medical Procedures: Elective surgeries, scheduled check-ups, cosmetic procedures, or complications arising from them.
Mental Health Conditions: Health complications resulting from psychiatric disorders or mental illnesses.
Known Risks: Any situation where you were aware of the likely cancellation prior to purchasing the insurance.
Non-Medical Reasons: Change of travel plans, missed annual leave, visa rejections, adverse weather, or geopolitical changes in your destination.

Financial Limits & Options

Depending on the option selected at checkout, your policy provides:

Maximum Reimbursement: Up to €5,000 total limit per booking document for all insured travelers combined.
Excess / Deductible for Storno100 (0% Excess): You receive 100% of the retained cancellation fees up to the limit.

How to File a Claim

If a medical emergency prevents you from traveling, follow these steps immediately:

1. Cancel Your Booking Immediately:

Late cancellations increase fees that insurance won’t cover.
Log into your Kiwi.com account and cancel your trip with the airline/provider right away. AXA calculates reimbursement based on the cancellation fee applicable on the date the medical event occurred.

2. Collect Official Proof:

Required documentation for claim submission.
Obtain official documentation from a licensed physician (hospitalization record, doctor’s order for bed rest, or medical zpráva), along with cancellation receipts showing the fees charged.

3. Submit Claim Directly to AXA Assistance:

Do not submit insurance claims via Kiwi.com support.
File your claim online directly with AXA Assistance using the contact details provided in your insurance confirmation email. Upload your booking receipt, medical records, and cancellation fee proof.