TATA AIG Insurance - FAQ

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Whom to contact for queries/clarification/claim settlement at Tata AIG?

When does the cover commence?

Can I extend the policy?

Do I have to undergo a medical examination?

What do I do if the trip is cancelled?

What do I do if the trip is postponed?

Does Baggage delay benefit is covered during the return journey?

Does the policy covers Checked out baggage loss benefit during forward and return journey?

What do I do if I meet with an accident or sickness abroad?

If I make the payment will I get a reimbursement?

Do I necessarily have to contact the assistance company in case of an emergency?

What is cashless hospitalization?

• Cashless hospitalization can be availed at all Hospitals throughout the World (but outside India) provided the Assistance Company is duly informed prior to admission. The essence of cashless hospitalization is that the insured individual need not make an upfront payment to the hospital at the time of admission, except for the policy deductible as applicable.
• At the time of hospitalization at a hospital abroad, you will have to produce the Tata AIG Insurance Schedule as proof of being covered by a Travel Insurance Program of Tata AIG.
• The Tata AIG Claims form is available with the Assistance Companies or on the Tata AIG website at http://www.tata-aig.com
• The form has to be jointly filled in by you and your treating doctor. Please make sure all the details asked in the form are completely filled. This will ensure speedy processing of your claim request.
• This form is faxed to the AIG IS/ISOS fax numbers at their respective nodal centres across the world
• At AIG IS/ISOS they will then confirm coverage of the Insured/dependants based on the Tata AIG Insurance Schedule number provided to them after verifying their online databases which are updated on a real time basis with all policies issued
• In case coverage is available, AIG IS/ISOS will issue an approval/Guarantee of Payment (GOP) to the hospital for the amount specified by the hospital as being an approximate cost of the medical treatment. This is sent by fax and email (if available). The approval is called a “Preauthorization”. This preauthorization entitles you to avail the treatment at the hospital without paying for the medical expenses, subject to the deductibles of the policy.
• At the time of discharge, in case the amount authorized by AIG IS/ISOS is not sufficient to cover the hospitalization expenses, the hospital will make an additional guarantee request on your behalf for sanction of outstanding amount. AIG IS/ISOS will process this request and sanction will be made subject to terms and conditions of your travel insurance policy.
• Once final sanction/guarantee has been received by the hospital, please make sure that you check and sign the original bills and discharge summary. Please carry home a copy of the signed bill and the discharge summary and all your investigation reports. This is for your claims processing and will also be useful during your future healthcare needs.
• The policy mandates that you have to make a deductible payment of $100 for both inpatient and outpatient treatments as well as non-medical expenses in your bill. You have to make this payment before discharge. Please make sure you collect a receipt for the payments made.
• Some common examples(indicative) of non-medical expenses are listed for your reference:
  • Telephone expenses
  • Food for patient attendant
  • Toiletries such as soap, razor, shaving cream, comb, etc.
  • Double occupancy – two hospital beds occupied for one patient
  • Rehabilitative aids such as crutches, slings, orthopedic belts, etc.
  • Water bed
  • Registration charges
  • Documentation charge
  • Administrative expenses
  • Admission fee
• In case, for whatever reason, the preauthorization request cannot be approved in time or for want of further clarity of the treatment sought with respect to policy coverages, you will have to settle the hospital bill in full by yourself and a reimbursement claim can be filed with AIG IS/ISOS for further consideration.
• Please note that denial/delay of a preauthorization request/gurantee of payment is in no way to be construed as denial of treatment or denial of coverage. You can go ahead with the treatment, settle the hospital bills and submit the claim for a possible reimbursement.

Circumstances under which a Request for Cashless Hospitalisation can be denied?

• If the information contained in the request is insufficient for AIG IS/ISOS to arrive at a decision and the same is not available for any reason.
• The ailment for which hospitalization sought is not covered under the terms and conditions of your travel insurance policy.
• The treatment is for a pre existing condition
• The claim amount exceeds the policy limits for a particular claim

Hospitalization can be of two types:

• This happens when you have ample time to plan your admission to the hospital. For example, if the doctor advises surgery and says that you can undergo the surgery anytime in this month, it gives you time to plan you surgery.
• In such cases, it is prudent to send the preauthorization request to AIG IS/ISOS at least 72 hours before your planned admission. This will ensure a hassle-free admission procedure for you at the hospital.

• This happens typically in case of emergencies such as a road traffic accident. There is no planning involved in the hospitalization. In such situations, the Authentication Certificate can be shown at the hospital to avail cashless admission facility. The preauthorization/claim intimation request can be sent to AIG IS/ISOS within four hours after admission.
• It is therefore prudent that every insured individual should carry their Travel Insurance Policy Certificate with them at all times. You can never predict an emergency !

What about Claims relating to Travel Emergencies?

• For claims relating to Baggage Loss/Delay, Passport Loss, Trip Delay please keep necessary proofs of documents relating to this incidence as well as bills for expenses incurred as a direct result of the said incident. For eg. For Passport Loss, documents such as Police FIR, Duplicate passport issuance charges, other incidental expenses can be claimed under this head provide bills for the same are available
• Once all bills are available, submit the same to the assistance company along with the claim form for a reimbursement. The list of documents to be submitted for all travel emergency claims are also available on the intranet site