ANSWERS TO FREQUENTLY ASKED QUESTIONS
Although it does not qualify as an immediate sale, it is possible to request the contracting of an assistance plan even after having started the trip. For this, it is necessary that the client completes the form of "Purchase after trip initiated" so that the company can analyze and approve said request.
It is important to note that any issue for a passenger at the destination is subject to waiting periods, so it is always recommended that the passenger purchase their assistance plan prior to the start of their trip.
Yes. Minors can be named in a travel assistance plan without having to declare their parents and/or representatives.
Yes. Even though travel assistance plans are designed to deal with emergencies, our plans have basic coverage to stabilize a patient who suffered an event resulting from a pre-existing condition. Likewise, we also have an optional Upgrade that increases the coverage limit for pre-existing medical conditions for passengers up to 74 years of age.
NOTE: Our plans do not cover treatments. The medical assistance services to be provided by THALO ASSIST LLC are expressly and solely limited to emergency treatment of acute symptoms and are only oriented to primary assistance in traveling to sudden and unforeseeable events where a clear illness or medical condition has been diagnosed, verifiable and acute that prevents the normal continuation of a trip, as long as said disease or medical condition is not on the list of exclusions. These plans are designed to guarantee the primary, normal and initial recovery of the Beneficiary and the physical conditions that allow a normal continuation of his trip. They are not designed or contracted for or provided for: Elective medical procedures. Carry out routine medical check-ups, or check-ups that have not been previously authorized by the Assistance Services Center. Advance benign or long-term treatments or procedures. THALO ASSIST LLC They are expressly and solely limited to emergency treatment of acute symptoms and are solely oriented to primary assistance in travel for sudden and unforeseeable events where a clear, verifiable and acute illness or medical condition has been diagnosed that prevents the normal continuation of a trip, as long as said disease or medical condition is not on the list of exclusions. These plans are designed to guarantee the primary, normal and initial recovery of the Beneficiary and the physical conditions that allow a normal continuation of his trip.
They are not designed or contracted for or provided for:
- Elective medical procedures.
- Carry out routine medical check-ups, or check-ups that have not been previously authorized by the Assistance Services Center.
- Advance benign or long-term treatments or procedures
Every time you go to travel abroad, since it is assumed that if you are insured with a health insurance policy, it covers you only in the national territory, leaving assistance abroad conditioned.
Many countries are demanding it for migratory entry either for tourism or business. Areas such as Schengen (26 European countries) require a travel voucher with a minimum of €30,000 coverage as an essential requirement for entry. In the same way, many countries in the Americas, Africa, Asia and Oceania, for which reason, each time a trip is planned, the acquisition of a travel voucher that covers emergencies that may arise between the dates of departure and return must be included.
Ideally, you should buy your assistance voucher at the same time you buy your air tickets or travel package. However, you can buy your assistance voucher up to 6 months in advance of the trip you want to undertake.
The answer is No. Our underwriting process does not require any documents to be deposited. However, each client must have any personal or travel documentation with them because these may be requested at the time of a claim in order to verify identity, validity of the plan and coverage.
No. All our plans have worldwide and multi-destination coverage. In other words, no matter what country you are in or if you visit different countries during your trip, we cover you from the moment you leave your country of residence.
Additionally, in case you travel constantly, it is convenient that you purchase our multi-trip plan which allows you unlimited trips for a period of one year to any destination with maximum trips of 30, 45, 60 or 90 days.
You can pay for your policy online with a credit or debit card or through Paypal. We also have transfer payments and payments via Zelle.
Using my Assistance Plan
It is an essential requirement that you contact us by phone, email or WhatsApp to report your emergency so that we can activate your plan and provide you with all the necessary protection. In the event that the event is not reported within 24 hours of its occurrence, you will not be able to access any benefits of your plan. Click on this link to see our contact numbers. https://www.thaloassist.com/en/emergencia/travel/
Yes. In case you want to extend your trip for any reason, you must notify via email to firstname.lastname@example.org or go to this link 48 business hours before the expiration date of your voucher and we will evaluate and issue your extension if it is approved. The passenger may request as many extensions as required as long as the total stay of the initial voucher and subsequent extensions do not exceed 24 months.
The passenger may request as many extensions as required as long as the total stay of the initial voucher and subsequent extensions do not exceed 24 months.
Contact us through any of the channels we have available (phone, email, WhatsApp) indicating the reason why you cannot travel and we will gladly assist you.
It is the Beneficiary's obligation to always call and report the emergency. In cases where the Beneficiary cannot do it personally, any companion, friend or family member should and may do so, but the call or notice must always be made no later than 24 hours after the emergency occurred. For cases in which the beneficiary is at sea, and therefore prevented from communicating with the Assistance Center, he must report the medical fact up to 24 hours after disembarking at the first port he arrives at. Failure to comply with this rule entails the automatic loss of any right to claim by the Beneficiary.
Send us the invoices for the expenses you have incurred via WhatsApp or by email. We will process your refund and contact you to refund your money to the bank account you designate.
Do not be alarmed. Some medical centers sometimes send post-event invoices to patients. If you receive an invoice please send us an email attaching the invoices received to email@example.com and we will clarify the situation.
Yes, you can attend a medical center and try to contact us as soon as possible to provide you with the service you require.
In all countries without restriction. Regardless of the plan you purchase, our plans have worldwide coverage so you will have coverage anywhere in the world once you leave your country of origin/residence.
We do not know when an emergency may arise, for this reason the recommendation will always be to select the plan with the greatest possible coverage and that fits your budget.
On the other hand, certain countries require specific coverage for foreigners that in no case will be less than USD/EUR 30,000. Due to these requirements, it is important that you investigate the requirements for foreigners in such a way that you select a coverage that meets these requirements.
No. All our plans offer 100% coverage without copayments or deductibles up to the contracted sum insured limit.
Toda persona extranjera en calidad migratoria y/o estudiantes (incluyendo sus dependientes) que estén residiendo o vayan a residir en España entre las edades de 0 a 40 años.
In Spain, it is a mandatory requirement to have a "Complete Medical Insurance" subscribed by an entity authorized to operate within the country to carry out any immigration process. For this reason, even if your international policy offers you coverage, it does not comply with the provisions of Spanish law for foreigners.
In the case of people with dual nationality (Spanish and another country), they can buy without any limitation.
Yes. Minors can be named in an individual policy without having to declare their parents and/or representatives.
People between 0 and 50 years of age
You can pay for your policy online with a credit or debit card or through Paypal. We also have transfer payments in both USD and EUR and payments via Zelle.
No. The premium for the term of the policy must be paid in full at the time the policy is issued. You can choose between a semester or annual validity.
Yes. You can buy this policy even when you already reside in Spain as long as you are within the eligibility age range.
According to Royal Decree 557/2011, of April 20 (which approves the regulations on the rights and freedoms of foreigners in Spain and regulates the requirements to obtain the student visa), any foreign person who stays for more than 90 days within the territory Spanish, you must acquire a Complete Medical Insurance, subscribed by a public or private insurance entity authorized to operate in Spain, with a validity equal to or greater than the stay in Spain. Our policy meets these requirements. In addition, you have the guarantee that your money will be fully refunded in the event that our policy is not accepted.
Send us an email at firstname.lastname@example.org with the rejection letter you received from the consulate. Make sure that document details the reason why your policy was denied. We will do our best to assist you and/or refund your money.
Using my policy
You will receive an email with your provisional insurance certificate within 24 hours of purchasing your policy. Likewise, you will receive a physical welcome pack at your address in Spain within 15 business days of purchase. If you do not receive the email, contact us at email@example.com.
Una vez que recibas tu póliza en físico, deberás registrarte en this link.
You can view the network of specialists and medical centers aquí.
No. Our policy guarantees unlimited coverage within the specialists and subsidized centers of the SegurCaixa Adeslas network. Any claim that is generated from a medical center that does not belong to the network, will not be subject to coverage.
For any information related to COVID-19 click on this link _______________.
A Complete Medical Insurance is one that meets the following:
- It must cover healthcare, including:
• General medicine.
• Hospitalization and surgeries.
• Analytics and diagnostic means.
• Repatriation to the country of origin (RPO).
- Deficiencies and pre-existing conditions: They are not accepted if they undermine the purpose of full coverage.
- Duration: Validity equal to or greater than the period of stay in Spain.
- Subscription: Company authorized to operate in Spain.
Travel insurance or travel assistance plans and personal accident policies are not valid.
We are an insurance company with a digital focus. We are building a new experience for our insured by simplifying the way to travel protected.
Of course! All our plans are backed by the main insurance and reinsurance companies worldwide and our Call centers are governed by the strictest quality control standards. You can rest easy!
The name THALO comes from the analysis of the Sanskrit language, a classical language of India. The Sanskrit means 'perfectly made'. Starting from this, we found 2 words that generally encompass the purpose of our business, which we combine to form our name Thalo from:
- Svastha: Of good health
- Lokah: the world
Our chat and phone line are available from 8am to 7pm Monday through Friday. You can also contact us via email. In case of an emergency, our claims department is available 24/7, contact us here [link].
We focus on creating innovative products with comprehensive coverage so that you travel protected with the assurance that you are covered in any situation.
We simplify the operational processes of traditional insurance so that you can access all the benefits of your plan in record time.