What is Travel Insurance?

Travel Insurance is an optional service provided and managed directly by Intermundial, a specialized insurance provider, to protect you against unexpected expenses during your trip, such as medical emergencies, lost baggage, or flight delays.

At Holafly, we don’t just keep you connected; we want to make sure you travel with total peace of mind. That’s why we make it easy for you to access this protection through them, giving you two coverage options tailored to your needs: Essential and Premium.

Keep reading to learn how the process works, explore what’s covered, understand how to request emergency assistance, and manage your policy details.

How does it work?

Once you buy your Holafly Trip eSIM, you’ll see an option to add Travel Insurance on your purchase confirmation page. If you choose to continue, you’ll be taken to a separate checkout where you’ll see the final price based on your country of residence, destination, and trip length.

After your order is confirmed, you’ll receive an email with your insurance documents from Intermundial. These include your policy, the IPID (Insurance Product Information Document), the Terms and Conditions, and your Emergency Assistance Card with the contact details you’ll need if any unexpected situation arises during your trip.

⚠️Note: This Travel Insurance service is currently available only if the billing country of your payment method is one of the following: Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden, or the United Kingdom. However, once purchased, your policy provides worldwide coverage based on the plan you choose.

What does Travel Insurance cover?

The coverage included depends on the insurance plan you select.

Coverage	Essential	Premium
Medical and Health Assistance	Up to €50,000 globally	Up to €600,000 globally
Emergency Dental Care	Not included	Up to €300 (Accident) / €150 (Urgent care)
Repatriation & Medical Transport	Unlimited (Insured & minors)	Unlimited (Insured, companions & minors)
Early Return (Family death)	Unlimited	Unlimited
Luggage & Electronic Devices (Material Loss & Theft)	Up to €300	Up to €750
Baggage Delivery Delay	Not included	Up to €300 (for essential items)
Flight or Transport Delay	Not included	Up to €100 (after a 6-hour delay for food/hotel)
Accidental Disability or Death	Not included	Up to €10,000

To see the complete list of covered situations, terms, and policy details for each plan, please visit our Travel Insurance webpage.

What is not covered?

To ensure full transparency, here are the main situations that are not covered by the Essential or Premium plans.

• Non-refundable flights, hotels, or tour bookings canceled by you or by the provider (such as a hotel or airline canceling your reservation). This policy does not include trip cancellation coverage at any point.
• Medical care related to pre-existing, chronic, or congenital conditions, including consultations, treatment, and related complications. 
• Routine or planned medical care, like regular check-ups, elective treatments, or traveling against medical advice. 
• Loss or theft of personal belongings without an official police report, as this document is required to submit a claim.
• Accidents, injuries, or illnesses related to alcohol, non-prescribed drugs, or intentional self-harm. 
• Claims arising during a 3-day waiting period if you buy your policy more than 48 hours after your trip has started. (Coverage applies from day one if purchased before departure or within the first 48 hours).

How to purchase your Travel Insurance

Securing coverage for your trip takes just a few clicks. If you purchase a Holafly Trip eSIM (daily plans), you will see the option to buy Travel Insurance right after your eSIM order is confirmed. Please note that insurance is a separate purchase issued and managed directly by Intermundial. This option is not displayed for Holafly monthly plans.

To save you time, your traveler details will automatically pre-fill on the insurance checkout page using your Holafly eSIM information. Please take a moment to review them to ensure everything is correct before completing your payment.

Once you have purchased your eSIM, follow these steps to get your insurance:

• On the order confirmation screen (“You are all set”), click Add → Scroll down to view the available insurance plans → Tap Get Premium (or select your preferred plan) → Review the plan features and tap Get coverage → Enter your Country of residence → Select your Destination country → Choose your Trip dates → Select the Number of travelers → Fill in traveler details (Email, Phone, Name, Passport/ID) and tap Get coverage → Complete your Payment details to finalize your policy purchase.

Important: If your trip includes multiple countries, select the destination in the Destination field that is farthest from your billing country (for example, if your billing country is France for a trip visiting Germany, Italy, Morocco, and Japan, select Japan). This ensures your policy covers the maximum distance, automatically protecting you across all the countries in your itinerary.

What to do if you have an emergency during your trip

Intermundial manages all insurance assistance and claims directly. If you need help during your trip, contact them instead of Holafly Support:

• For immediate medical assistance, call the 24/7 phone number listed in your Certificate of Insurance. You’ll be asked to provide details from this document, such as your policy number.
• For baggage issues or flight delays, submit your case and upload your supporting documents through Intermundial’s official portal.

Important: Whenever possible, contact Intermundial before receiving medical care. They will direct you to the nearest approved medical center and coordinate payment so you don’t have to pay out of pocket. 

To keep in mind

• Your policy covers you from day one if purchased before your trip or within the first 48 hours of travel. If bought after the first 48 hours, a 3-day (72 hours) waiting period applies before coverage takes effect.
• Invoices are not issued automatically. To request yours, contact our Customer Support with your TAX ID / NIT, full address, city, postal code, and email.
• If your order includes more than one traveler, each one will receive their own Certificate of Insurance.
• Holafly doesn’t manage insurance claims or reimbursements. These are handled according to your policy by Intermundial and its assistance partners.

Cancellations and refunds

• You can cancel your Travel Insurance within 14 calendar days of purchase, as long as your trip hasn’t started. Once your trip begins, you’re no longer eligible for a refund.
• Your eSIM and Travel Insurance have separate cancellation and refund policies. Canceling your eSIM does not automatically void your insurance policy or entitle you to a refund. To cancel your policy, contact the Intermundial support team using the details listed in your Certificate of Insurance.
• If your travel dates change, contact Intermundial using the details in your Certificate of Insurance. Date updates can be requested up until the day before your trip starts.