Asteroid Assistance offers travel support with coverage designed to give you peace of mind at every stage of your journey. Below, you’ll find answers to the most frequently asked questions about our services.
We’ve got answers to your questions
Medical Coverage
Traveling without medical assistance can mean extremely high unexpected expenses in the event of an emergency. In countries like the United States, Europe, and Asia, hospitalization costs can exceed thousands of dollars per day.
With Asteroid Assistance, you get access to:
• A network of hospitals and certified doctors with no unexpected costs.
• Immediate care in case of accident or illness.
• 24/7 support in your language anywhere in the world.
Why is it important to travel with medical assistance?
No, it's not required, but we recommend carrying an updated medical report if you have a pre-existing condition. This streamlines emergency management in case of hospitalization.
Is prior medical documentation required to access the coverage?
Yes, some of our plans include coverage for emergencies resulting from pre-existing conditions. This means that if you experience an unexpected complication related to a pre-existing medical condition during your trip, you may access:
• Medical care in affiliated clinics and hospitals.
• Diagnostics and monitoring if you show symptoms.
• Hospitalization and emergency treatment expenses.
Important: Pre-existing conditions must comply with the terms and review periods of the acquired plan.
Does Asteroid Assistance cover pre-existing conditions?
Asteroid Assistance offers coverage in case of mandatory medical quarantine, which includes:
• Medical expenses resulting from treatment.
• Hotel recovery if isolation is required by a doctor.
• Extension of coverage until the end of quarantine.
If I test positive for COVID-19 and can’t return home, what does my plan cover?
Yes, but only if they are ordered by a physician due to symptoms compatible with the disease. Tests conducted for administrative or travel requirements are not covered.
Are COVID-19 tests covered?
Yes, our plans include medical and hospital expenses for COVID-19 in case of complications during your trip. The coverage varies according to the plan purchased, so we recommend checking the specific limits.
Illnesses and Medical Emergencies While Traveling
Does the coverage include hospitalization due to COVID-19?
You can choose from our network of affiliated specialists or visit another professional and request reimbursement.
Can I go to any dentist or do I need to use the Asteroid Assistance network?
Yes, each plan establishes a maximum reimbursement amount for medication purchases. Check your policy details for more information.
Is there a limit to the medication coverage?
Are medications covered under my plan?
Coverage for Treatments and Recovery
Yes, within the affiliated hotel network. Alternatively, you may request partial reimbursement if you choose to stay at a different hotel.
Can I choose the hotel where I stay for medical recovery?
It depends on the selected plan and the medical evaluation of the case. Check your coverage terms for more details.
How many hotel days are covered under medical assistance?
Does the coverage include hotel accommodation for medical recovery?
No, coverage is automatically activated in the event of an accident. However, a medical report will be required for reimbursement processing or assistance management.
If I get injured while playing a sport, do I need to provide documentation?
No, the standard coverage only applies to recreational and amateur sports. For high-risk activities such as scuba diving, off-piste skiing, or skydiving, an Extreme Sports Add-on is required.
Does Asteroid Assistance cover extreme sports?
Only dental emergencies that compromise the health or functionality of your teeth are covered. Cosmetic treatments, orthodontics, or routine cleanings are not covered.
Are dental treatments covered?
Yes, but only those prescribed by a doctor during an emergency consultation. Over-the-counter medications are not covered.
Yes, if a doctor determines that you cannot travel immediately, your plan may include hotel accommodation for medical recovery.
Coverage for Evacuation and Major Emergencies
In the event of a serious emergency, a medical transfer can cost between $20,000 and $200,000 USD, depending on location and the type of transportation required.
With Asteroid Assistance, you gain access to:
• Medical evacuations by ground or air ambulance.
• Transfers at no additional cost within the limits of your plan.
• Full logistical and administrative support.
• Priority care at certified hospitals worldwide.
Having medical evacuation coverage ensures you receive the best care without putting your safety or finances at risk.
Why is it important to have medical evacuation coverage abroad?
As long as availability allows, options will be offered within the coverage of your plan, prioritizing safety and response times.
Can I choose the airline or flight itinerary in the event of a medical transfer?
Yes, medical repatriation or evacuation is coordinated to return the beneficiary to their country of residence or to the original destination of the trip.
Do evacuation flights cover any return destination?
Yes, the transfer is covered within the limits established in your selected plan.
Is the cost of the emergency transfer fully covered?
Yes, as long as the destination hospital is equipped to handle the emergency and can receive the patient.
Can I request to be transferred to any hospital in the world?
Yes. The Asteroid Assistance medical team will evaluate the urgency and necessity of the transfer before authorizing it, ensuring the best possible care is provided.
Is prior authorization required for a medical transfer?
Are medical transfers covered for both domestic and international routes?
If you face a medical emergency during your trip, follow these steps to receive immediate assistance:
1. Contact Asteroid Assistance through our 24/7 assistance hotline or WhatsApp.
2. Provide your location and symptoms to be directed to the nearest hospital within our provider network.
3. Access care without upfront payments: we handle costs directly with the hospital.
4. If a medical transfer or evacuation is needed, our team will coordinate the entire process to ensure your safety.
With medical coverage ranging from $30,000 to $150,000 USD, you’ll be protected no matter your destination.
What should I do if I have a medical emergency abroad?
Emergency Procedures and Medical Transfers
Yes. Medical transfers can be carried out within the same city, between cities, or internationally, depending on the medical emergency and the plan selected.
Yes, as long as the accident is covered under the terms and conditions of the selected plan.
Does accidental death coverage apply to any type of accident?
Compensation is paid to the beneficiaries designated in the plan holder’s policy.
To whom is compensation paid in the event of death during the trip?
The timeline depends on local administrative procedures. However, Asteroid Assistance coordinates the entire process to ensure maximum efficiency and that it is completed as quickly as possible.
How long does the repatriation process take?
No. The coverage only includes the transportation costs of the mortal remains, not funeral service costs in the destination country.
Does the repatriation of mortal remains include funeral expenses in the home country?
Some plans include logistical support for meals and transportation during the beneficiary’s hospitalization. Check your plan for details.
Are other expenses such as meals or transportation for the companion covered?
Yes, the coverage applies to a family member or support person designated by the beneficiary.
Does companion accommodation coverage apply to any person?
Yes, as long as it is within our affiliated hotel network. If they prefer accommodation outside the network, partial reimbursement may be requested according to the selected plan.
Can the companion choose the hotel where they stay?
How many days of accommodation are covered for companions?
Benefits for Companions and Repatriation Processes
It depends on the plan purchased and the duration of the assisted traveler’s hospitalization. Some plans offer greater coverage for extended stays.
Travel Assistance Coverage
The calculation is based on:
• The total cost of the trip.
• The unused days after trip interruption.
• The specific terms and conditions of the purchased plan.
How is reimbursement calculated for the unused portion of the trip?
• Serious illnesses or accidents involving the plan holder.
• Death or serious medical emergency of a close family member.
• Natural disasters or situations that make continuing the trip impossible.
• Documented personal emergencies, such as damage to the insured person’s home.
What are the justified reasons for requesting a trip interruption?
Yes, depending on the purchased plan and the availability in affiliated airports.
Can I access VIP lounges while waiting for my flight?
Coverage is activated when the delay exceeds 12 consecutive hours from the scheduled flight departure.
When does flight delay coverage become active?
Can I choose the airline and return flight date?
You may request it in the following cases:
• Death or serious illness of an immediate family member.
• Natural disasters at your travel destination.
• Major unforeseen events that prevent the continuation of your trip.
In what situations can I request an early return?
If your flight is cancelled or significantly delayed, Asteroid Assistance supports you with:
• Compensation for additional expenses (lodging, transportation, and meals) if the delay exceeds 12 hours.
• Reimbursement for trip cancellation if you’re unable to travel due to illness, family emergency, or other justified reasons.
• Assistance with rescheduling your trip, avoiding unexpected costs and ensuring you arrive at your destination smoothly.
Important: Check your plan’s compensation limits and contact our assistance team to manage your case.
What does my plan cover in case of a flight delay or cancellation?
What’s the difference between a travel assistance plan and a traditional travel insurance?
Cancellations, Interruptions, and Travel Delays
No, cancellation must be due to unforeseen and justified reasons, such as illness, family emergency, or events covered under the plan terms.
Can I request trip cancellation coverage if I decide to cancel without a justified reason?
It depends on the purchased plan and the reason for the cancellation. Some plans can cover up to 100% of the costs.
What is the reimbursement percentage for trip cancellation?
A traditional travel insurance generally reimburses expenses after you return home, requiring multiple forms and validations.
In contrast, with Asteroid Assistance, you receive immediate help at your destination:
• Medical attention and transfers with no upfront payment.
• Real-time management of cancellations and trip interruptions.
• 24/7 support to assist you with any unexpected issue.
Yes, as long as availability exists within the coverage limits of your plan. Our team will prioritize the best option based on your case.
It depends on the airline and their tracking protocols, but Asteroid Assistance accelerates the process by coordinating with all involved parties.
How long does it take to locate lost baggage?
No, unless you purchase a specific add-on for electronic devices.
Does the coverage include electronics in the baggage?
If the airline declares it lost, you may receive compensation for permanent loss, based on the terms of your plan.
What happens if the baggage doesn’t appear?
The minimum delay period varies by plan, generally starting at 8 hours.
How long must the baggage be delayed to receive compensation for delay?
The compensation is based on:
• The declared value of the baggage.
• The limits established in your selected plan.
How is compensation calculated for lost baggage?
The airline declares the baggage as non-recoverable after a certain period, according to its internal policies.
When is baggage considered permanently lost?
How does assistance work in case of lost or stolen baggage?
Baggage and Belongings Protection
Coverage applies in cases of:
• Structural breaks or damage.
• Significant damage during transport.
What types of baggage damage are covered?
Plans include reimbursement for:
• Basic clothing.
• Personal hygiene items.
• Essential travel items.
What types of items are covered for baggage delay?
If your baggage is lost or stolen during the trip, Asteroid Assistance acts immediately by providing:
• Baggage tracking: Coordination with airlines and local authorities.
• Compensation for permanent loss: If the airline declares the baggage non-recoverable, you’ll receive compensation based on your plan.
• Reimbursement for baggage delay: If your baggage takes more than 8 hours to arrive, we’ll reimburse you for the cost of essential items.
You only need to present the airline’s loss report and our team will take care of the rest.
24/7 Assistance Services
Traveling without support can cause stress and complications during emergencies. With Asteroid Assistance, you get:
• Access to an expert travel assistance team available at all times.
• Direct, easy-to-use communication channels.
• Immediate help in critical situations.
Having 24/7 assistance means you can travel with complete peace of mind, knowing that there's always a team ready to help you.
Why is it important to have 24/7 travel assistance?
Yes, you can cancel your plan up to the day before your departure and receive a 100% refund. You only need to contact us through our support channels and our team will handle your request.
Important: Once your trip start date goes into effect, the plan is non-refundable.
Need to cancel your plan? Contact us 24/7 via phone, WhatsApp, or email.
Can I cancel my assistance plan before my trip?
Yes, assistance is available globally. No matter where you are, our expert team is ready to help you.
Can I activate my coverage from any country?
You should activate your coverage as soon as an emergency occurs or when you need travel assistance. Keep in mind that some benefits, such as trip cancellation or reimbursements, require prior activation.
When should I activate my coverage?
How do I contact Asteroid Assistance if I need help abroad?
Contact Channels and Access to Assistance
You can purchase your plan up to 24 hours before your trip departure date.
To take advantage of all available coverages, such as trip cancellation or pre-existing condition coverage, we recommend buying it as early as possible.
When is it too late to buy a travel assistance plan?
To purchase your plan, make sure you have the following information:
• Personal details of all travelers included in the plan.
• Travel dates and destination.
• Breakdown of travel costs per person (if cancellation benefits apply).
Once the purchase is complete, you’ll receive your electronic policy with all the coverage details.
How does buying an assistance plan online work?
Asteroid Assistance offers 24/7 support in multiple languages to respond to any emergency. You can contact us through:
• Free call from anywhere in the world.
• WhatsApp with real-time assistance.
• Email: hello@asteroidassistance.com for inquiries and reimbursement requests.
• Direct access to our network of affiliated hospitals and medical providers.
Important: Save our contact numbers before you travel to ensure smooth assistance in case of any emergency.
Yes, as long as the service is available in the requested location.
Can I request concierge service at any destination?
If you lose essential documents while traveling, we help you manage the process to recover them. This coverage applies to:
• Passport and visa.
• Official IDs.
• Boarding passes and other travel documents.
What documents are covered under document loss or theft assistance?
It depends on the plan purchased:
• Basic plans: Include only legal guidance.
• Premium plans: May include financial support for legal expenses in specific cases.
Refer to your policy details to understand the scope of this benefit
In what situations can I request legal advice?
Yes, you can contact any affiliated assistance center or ask a third party to contact Asteroid Assistance on your behalf.
Can I request the transmission of an urgent message if I have no access to my phone or internet?
In what cases can I request the transmission of an urgent message?
Exclusive Travel Assistance Services
In addition to standard coverage, our plans include premium assistance for greater peace of mind, such as:
• Flight changes and hotel reservations in case of emergency.
• Emergency money transfers.
• Pre-travel consulting about passports, visas, and health requirements.
• Live messaging to connect with family or business contacts in critical situations.
Important: Some of these services are only available in premium plans.
What other exclusive services does Asteroid Assistance offer?
No, but we help manage and expedite the process to obtain the documents as soon as possible.
In some countries, replacement costs may be high, so we recommend carrying digital copies of important documents before traveling.
Does assistance for lost or stolen documents cover replacement costs?
No, the concierge service is included in premium plans and gives you access to exclusive reservations and personalized assistance at your destination.
Is there an extra cost for the concierge service?
You can request this service in situations such as:
• Medical emergencies.
• Loss of documents or belongings. Accidents or security incidents.
• Any event requiring immediate notification to family or business contacts.
We’ve received your request and our assistance team is already working to help you. We’ll be in touch shortly with the best solution for your trip.
Your peace of mind is our priority.