Frequently Asked Questions
At DOGTAG we've tried to set the benchmark for clarity. Prior to launching DOGTAG, our own experience with travel insurance was that is was cryptic at best and indecipherable at worst. So we decided to try and make DOGTAG as clear and easy to understand as possible.
Before you decide to contact us, please read through the topics below to ensure your question hasn't already been answered. These FAQs are intended as additional help for you when deciding to take out a policy with DOGTAG but do not form part of your contract with DOGTAG.
If, after reading through these topics, you still feel you need help or advice, you're very welcome to contact us. Our telephone numbers are displayed at top of your browser window and our full contact information is available here.
Please choose a category from the list below to view the appropriate FAQs
Who’s Eligible For Coverage?
Q. Can non-US residents purchase your DOGTAG travel insurance?A. At present we can also offer travel insurance to residents of the USA, Canada and the United Kingdom. A resident of Canada can buy coverage on this site. United Kingdom residents should go to the UK site by clicking
HERE . If you're a US or Canadian citizen resident in the United Kingdom, you should use this link.
Q. What is the maximum age limit on your policies?A. There is no maximum age limit on our policies.
Q. Is coverage provided for minors traveling alone?A. If a minor is traveling alone you must purchase a separate policy for that child.
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Medical
Q. How do I use my Emergency Medical Information pageA. Once you’ve bought your DOGTAG 100% Proof Travel Insurance you’ll get a confirmation with your Tag number and password. Simply go to the Members tab or the log-in at the top of the home page and type in your Tag number and your password. Once you’ve logged in you’ll arrive at the Welcome page. The buttons on the left give you the opportunity to check your policy details and update the medical information for each member of your insured party.
Q. What happens in a medical emergency?A. If you have a medical emergency and either need to prove you’re insured or a medic needs to access your medical information – DOGTAG has your information available instantly. All you or the medic has to do is go to
www.dogtag.net, hit the red Emergencies button on the home page, enter your Tag number and your name as it is engraved on your tag. You or the medic will then have access to a statement of the validity of your policy and any medical details which you have chosen to publish for a medical professional to see.
Q. What do I do if I have a pre-existing medical condition?A. The look back time frame for a pre-existing medical condition is 60 days preceding and including the coverage effective date. If you were treated for a medical condition during this time frame for an injury, sickness or other medical condition, you may not have coverage for trip cancellation, interruption or medical expenses if the loss is due to the same injury, sickness or other medical condition you received treatment for in the 60 days preceding your coverage effective date. This exclusion will be waived on the Sport Single Trip Plan if the plan is purchased within 15 days of your initial trip payment and you are not disabled from travel at the time you pay the cost.
Q. Do I have coverage for cancellation or interruption when caused by a Pre-existing Medical Condition affecting a close relative, traveling companion who is not insured under this policy or a person with whom I intend to stay whilst on my trip?A.The same coverage provisions outlined above for the pre-existing medical condition exclusion apply to the insured’s family member, travelling companion or business partner that causes you to cancel or interrupt your trip.
Q. What is the situation if I discover I am pregnant before traveling?A There is coverage for cancellation or interruption if there is a complication of pregnancy but cancellation or interruption due to pregnancy or childbirth is a general exclusion.
Q. What should I do if taken ill overseas?A. Contact Travel Guard Assist at 1.877.653.2511 or International callers 1.715.295.9629. Travel Guard Assist’s role is to guide and advise you and liaise with the treating doctors where appropriate. If you have to make any payments relating to sickness overseas remember to hold onto all the receipts as you'll need these when making a claim.
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Duration of Coverage
Q. If I am rushed home in an emergency at what point does my coverage end?
A WHEN AN INSURED’S COVERAGE ENDS. An Insured’s coverage will end at 11:59 local time on the date which is the earliest of the following: (a) the Scheduled Return Date as stated on the travel tickets; (b) the date the Insured returns to his/her origination point if prior to the Scheduled Return Date; (c) The date the Insured cancels their Covered Trip; (d) Any Trip that exceeds 365 days.
EXTENDED COVERAGE. All coverage under the policy will be extended, if: (a) the Insured’s entire Trip is covered by the policy; and (b) the Insured’s return is delayed by unforeseen events specified under Trip Cancellation and Interruption or Travel Delay. If coverage is extended for the above reasons, coverage will end on the earlier of: (a) the date the Insured reaches his/her return destination; or (b) seven (7) days after the date the Trip was scheduled to be completed.
Q. What is the maximum length of any one trip I can take on an Annual Multi-trip policy?A. 60 days
Q. When does coverage commence with an annual multi-trip policy?A. All coverage (except Trip Cancellation) will take effect at 12:01 a.m. local time, at the location of the Insured, on the Scheduled Departure Date provided: (a) coverage has been elected; and (b) the required premium has been paid. Trip Cancellation coverage will take effect at 12:01 a.m. local time at the location of the Insured, on the day after the required premium for such coverage is received by the Insurer or its authorized representative.
Q. When does coverage commence with a single-trip policy?A.All coverage (except Trip Cancellation) will take effect at 12:01 a.m. local time, at the location of the Insured, on the Scheduled Departure Date provided: (a) coverage has been elected; and (b) the required premium has been paid. Trip Cancellation coverage will take effect at 12:01 a.m. local time at the location of the Insured, on the day after the required premium for such coverage is received by the Insurer or its authorized representative.
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Tricky situations abroad
Q. Which countries are excluded from your policies?A Any payments under the policy will only be made in full compliance with all United States of America economic or trade sanction laws or regulations, including, but not limited to, sanctions, laws and regulations administered and enforced by the U.S. Treasury Department's Office of Foreign Assets Control (“OFAC”). Therefore, any expenses incurred or claims made involving travel that is in violation of such sanctions, laws and regulations will not be covered under the policy. For more information, you may consult the OFAC internet website at:
www.treas.gov/offices/enforcement/ofac/ or a Travel Guard representative.
Q. Does travel insurance cover terrorism?A. Many travel insurance policies do not cover terrorism, or only cover terrorist acts that occur on foreign soil. Travel insurance through Travel Guard may cover terrorist incidents both in the United States and abroad. Please refer to the Description of Coverage for a list of covered reasons on the plan you purchased.
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Cancellation and delay
Q. How does trip cancellation and interruption coverage work?A. It reimburses for forfeited, non-refundable, un-used payments or deposits if the traveler must cancel or interrupt their trip due to a covered reason.
Q. What happens if a traveler must cancel their vacation?A. Often a traveler will lose non-refundable deposits and pre-payments that can add up to hundreds—or even thousands—of dollars. A comprehensive travel insurance plan through Travel Guard may provide trip cancellation coverage for the traveler's vacation investment—the insurance company reimburses the traveler for all pre-paid, nonrefundable expenses for a covered loss.
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General coverage information
Q.Why should a traveler buy travel insurance?
A. Travel insurance gives travelers coverage for unforeseen problems, from a cancelled flight to a serious illness—or in rare cases, an act of terrorism If an illness, accident, or other covered unforeseen circumstance forces a traveler to cancel or interrupt their plans, they face two major financial losses—money invested in nonrefundable pre-payments, and medical expenses that in many instances may not be covered by health insurance.
- It's 10 p.m. and you and your immediate family arrive at the airport for a connecting flight, only to find that your flight has been cancelled. Who can assist you with finding new flights to get everyone home?
- Your bag was lost with your insulin inside. You need help to locate your bag as soon as possible and have your emergency prescription filled. Who do you call?
- Your first visit to Europe, and your passport and wallet are stolen. Where do you turn for emergency cash, and how will you get your passport replaced?
- You're involved in an accident and adequate medical treatment is not available. Who will help arrange and pay for a medical evacuation?
- If your sister-in-law becomes seriously ill and you must cancel your trip, what happens to your non-refundable deposits or pre-payments?
- You arrive in Jamaica and your luggage doesn't. If it's lost, who will help you find it? If it's delayed, who will pay for your necessities? If it's stolen, who will pay to replace it?
- You're walking down a street in Rio and twist your ankle. Who can help you find an English-speaking physician?
- Three weeks before your scheduled arrival, a terrorist incident occurs in the city to which you are planning to visit. Who will pay if you want to cancel your trip?
- You are at a beach resort in North Carolina, and you are forced to evacuate due to an approaching hurricane. Who will help you evacuate and who will reimburse your lost vacation investment?
Q. What other coverage is typically included in a DOGTAG travel insurance plan?A. In addition to trip cancellation and interruption, the more comprehensive travel insurance plans available today may also cover emergency medical expenses; emergency medical transportation, when ordered by a doctor, to the nearest adequate medical facility; reimbursement for accommodations and expenses incurred due to trip delays; reimbursement for the purchase of essential items if baggage is delayed; and coverage against lost, stolen or damaged baggage.
Q. What are the full policy details?A. The full policy details can be seen in this PDF document here please list links for all 3 plans
Q. What else is offered with the purchase of a DOGTAG plan?A. To boost travelers' confidence when traveling, DOGTAG has added LiveTravel® assistance, which provides 24-hour, "911" emergency travel agency-type services to all standard retail plans, in case a traveler has to change a flight or a hotel room. Travel Guard has also added assistance with emergency cash transfers, pre-trip consultation services (travel advisories, passport requirements, inoculation information, etc.), and live messaging, which will relay any e-mail or phone message to family, friends or business associates.
Q. How much does travel insurance cost?A. The cost of travel insurance is based on the plan purchased.
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Changes and upgrades
Q. I have bought a policy but now wish to change my details or coverage.A. In the first instance please email us including your policy number and the required alteration. In the vast majority of cases we will simply update and re-send your plain text cover letter by email. If you need to extend your coverage then there may be an additional premium to pay, in which case this needs to be done on the phone as for security reasons we do not hold your credit card number.
Q. I have lost my policy details, my DOGTAGs or my computer crashed whilst purchasing.A. Don't worry! Simply send us an email including your surname and the date that you purchased your policy and we'll resend your policy by email. – If their computer crashed wouldn’t you also want to provide them a phone number to instead of an email?
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Claiming
Q. How do I make a claim?
All accident, health, and life claims will be administered by Mercury Claims & Assistance of WI, LLC. To facilitate prompt claims settlement
TRIP CANCELLATION CLAIMS:
IMMEDIATELY Call Travel Supplier and the Claims Administrator to report Your cancellation and avoid non-covered expenses due to late reporting. The Claims Administrator will then advise You on how to obtain the appropriate form to be completed by You.
INTERRUPTION:
If interruption is due to a covered Sickness or Accidental Injury, obtain medical statements from the doctors in attendance in the country where Sickness or accident occurred. These statements should give complete diagnosis, stating that the Sickness or accident prevented traveling on dates contracted. Provide all unused transportation tickets, official receipts, etc.
TRIP DELAY:
Obtain any specific dated documentation, which provides proof of the reason for delay (airline or cruise line forms, etc). Submit this documentation along with Your Trip itinerary and all receipts from additional expenses incurred.
MEDICAL EXPENSES:
Obtain receipts from the providers of service, etc., stating the amount paid and listing the diagnosis and treatment; submit these first to other medical plans. Provide a copy of their final disposition of Your claim.
BAGGAGE:
Obtain a statement from the Common Carrier that Your baggage was delayed or a police report showing Your baggage was stolen along with copies of receipts for Your purchases.
TO OBTAIN CLAIM FORMS AND ANY ADDITIONAL INFORMATION ON HOW TO REPORT A CLAIM, CALL OR WRITE THE PLAN ADMINISTRATOR AND REFER TO YOUR COVERAGE PLAN NUMBER. THIS WILL BE ONE OF THE FOLLOWING: #008548 P1 6/09, 008546 P1 60/9 or 008546 P2 60/9.
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My Rights
Q. What do I do if I have a dispute with the insurer and want to make a complaint?
PLEASE CONTACT THE PLAN ADMINISTRATOR AT:
Travel Guard
3300 Business Park Dr.
Stevens Point, WI 54482
1.877.653.2511
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Sports cover
Q. Do you provide coverage for participating in Winter Sports?A. Yes, Winter Sports are covered by all of our policies.
Q. Does DOGTAG offer ‘Adventure Sports Travel Insurance’?
A. DOGTAG offers an optional Adventure Sports upgrade that can be purchased in addition to the standard coverage. This removes the sports exclusions featured in the standard policy, namely
5) Piloting or learning to pilot or acting as a member of the crew of any aircraft;
13) Participation as a professional in athletics (applies to Part A only);
14) Participating in bodily contact sports; skydiving; hang gliding; parachuting; mountaineering; any race; bungee cord jumping; and speed contest (applies to Part A only).
Q. What is Adventure Sports Coverage?
A. Adventure Sports Cover brings extra levels of cover to certain sports and activities to that which is provided within the standard Dogtag policy for those sports.
Adventure Sports coverage is an uplift of coverage from the normal cover levels. Standard DOGTAG coverage carries exclusions #5, #13 and #14. With Adventure Sports Coverage these exclusions are waived. Specifically they are:
5) Piloting or learning to pilot or acting as a member of the crew of any aircraft;
13) Participation as a professional in athletics (applies to Part A only);
14) Participating in bodily contact sports; skydiving; hang gliding; parachuting; mountaineering; any race; bungee cord jumping; and speed contest (applies to Part A only).
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