HELP FOR TRAVELERS FILING HURRICANCE DEBBY RELATED CLAIMS

August 5, 2024

FOR US RESIDENTS

Here are some helpful TIPS for assisting travelers with filing a travel protection claim.
I. OPEN YOUR CLAIM. To open your claim, it's best to go online:
  • Digital Claim process - Text #Submit to 786-751-5020 - This claim option will send a text message with a secure link and give a step-by-step process to file your claim. (*Please note that for this option, you must be using the phone number listed on your policy.)
DOCUMENTS FOR YOUR CLAIM.  Below is a list of the documents to submit to the Play Travel Team to ensure your travelers claim is processed in a timely manner.
  1. Trip Itinerary and Invoice with dates of travel and total trip cost.
  2. Proof of Trip Payment. The insurance claim administrator will accept credit card and/or bank statements and/or canceled checks showing the front and back.
  3. Proof of Cancellation.  A letter from the travel supplier showing the cancellation date, penalties incurred, and the amount refunded.
  4. Additional information as requested depending on the type of claim filed. (Example: Physician's statement, Death Certificate, Evacuation order, Flight details, etc.)
II. SEND AND OBTAIN UPDATES. 
  • SEND ADDITIONAL DOCs and Info. After initiating your claim online, you can also send additional supporting documentation to the Play Travel claims email at [email protected].
  • REQUEST UPDATES. For Claim updates – Contact Play Travel claims team by phone at (833) 610-0736 or by email at [email protected].
         CLAIMS DESK HOURS OF OPERATION:
      • Monday, Tuesday, Wednesday, Friday 8:30am-5:00pm (EST)
      • Thursday 9:30am-5:00pm (EST)
  • BE PATIENT. Due to the substantial area of impact from the storm, there will be a large influx of claims occurring at one time.  This may have an impact on response times.  Please know that the claims team manager has enlisted "all hands on deck" for this event and has dozens of dedicated personnel at work on claims. These personnel are located in numerous places around the country.
III. REMINDER! TRAVELERS HAVE INTERRUPTION & DELAY BENEFITS.
  • Remind your travelers that they can still take part of their trip if the destination is accessible. While we are sad for the places that sustain extensive damage, some destinations will sustain little or no damage.
  • Travelers may be reimbursed for the portion of their trip impacted due to flight delays, mandatory evacuations, trip interruptions or temporary inaccessibility.  For example, a traveler who has a 7 day trip  protected and was delayed 36 hours can receive reimbursement for two sevenths of the trip amount.

RESIDENTS OF CANADA

I. OPEN YOUR CLAIM. To open your claim, it's best to go online:
You may also open your claim via Email or Phone:
Customer service agents will open your claim, and a claims package will be sent to you by either email or standard mail, based on your preference.
II. SUBMIT YOUR FORMS
Return your completed claims forms and all documents related to your claim including invoices and receipts by one of the following:
  1. Email
Scanned copies of all completed & signed claims forms and applicable attachments can be submitted to ACM by email to [email protected].
  1. Standard Mail
    All original forms, along with all documents noted above can be sent to our claims office:
    Canadian Mailing Address
    Active Care Management
    P.O. Box 1237
    Station A
    Windsor, ON N8W 5A7
    ***************************
    USA Mailing Address
    Active Care Management
    535 Griswold Ave.
    Ste 111-612
    Detroit, MI 48226
Please save copies of all original claim forms, receipts and supporting documentation. ACM reserves the right to request original documentation as needed to adjudicate your claim.
For help with completing your claim form, additional claim and language options or general inquiries, please contact the ACM Assistance Centre.