Questions & Answers

Do you want to have detailed information before purchasing our PROTRIP-WORLD-H insurance policy? In this section, we collected a number of frequently asked questions about the comprehensive cover provided by PROTRIP-WORLD-H. If you have any other questions, feel free to contact us.

• General questions

  Here you will find general questions about PROTRIP-WORLD-H.

  • What does LAC stand for?

    LAC stands for Living Abroad Community e. V. The LAC is an association that looks after the interests of people living abroad temporarily as well as during short-term and long-term stays for personal or professional reasons and provides them with information and services. The purpose of the association is to be achieved in particular through:

    - Providing advice and support to the above mentioned group of people in all economic, legal, and social matters of their personal and family life that result from their stay abroad.

    - Negotiating with authorities, associations, public insurance institutions, and all other public and private bodies and institutions about the specific problems, needs, and wishes of the above mentioned group of people that result from their stay abroad in order to improve their situation.

    - Concluding agreements on special conditions for the above mentioned group of people regarding the purchase of goods and services.

  • Can everyone purchase PROTRIP-WORLD-H?

    Not everyone can purchase PROTRIP-WORLD-H. To qualify for PROTRIP-WORLD-H, the main purpose of your stay abroad needs to be further education abroad. It is considered to be further education if you take part in an exchange programme as:

    - student and doctoral student,
    

    - Erasmus Plus participant,
    

    - trainee,
    

    - language and exchange student or
    

    - au pair.
    

    If the main purpose of your stay abroad is further education, insurance cover will also exist during any periods without further education within the insurance period applied for.
    

  • Can I insure accompanying family members, too?

    Accompanying family members can be insured as well. You just need to conclude an insurance policy for each family member separately.

  • Can I cancel the insurance policy?

    After expiry of the period applied for, insurance coverage will end automatically. Should you return early from your stay abroad, please inform us. A phone call or an email is sufficient. In this case, you only pay the premiums which arose before the notification. Credit will be immediately refunded to your account. No service fee will be charged.

    Please send us some proof of reentry which confirms your premature return (for example your plane ticket).

• Questions regarding application

  Here are some frequently asked questions regarding the application.

  • How can I purchase insurance?

    In order to purchase PROTRIP-WORLD-H insurance cover, you only need to do two things: Fill in the application form and check whether all entered information is correct. Then simply confirm your application - that’s it!

  • Which documents will I receive?

    Following your application, you will immediately receive an email with your insurance certificate along with customer information.

  • I did not receive the documents by email. What can I do?

    Following your application, you will immediately receive an email with your insurance certificate along with customer information. If you did not receive an email, please check the mentioned email address and take a look in the SPAM folder.

  • Is my data secure?

    When purchasing our policy online, all information is sent through a secure connection. We use your data only for fulfilment of the insurance contract. For more information, go to our section on Data protection.

• Questions regarding existing contracts and policy adjustments

  Here are some of the most frequently asked questions about existing contracts.

  • Can I extend my insurance policy in case of an extended stay?

    In case of an extension of your programme abroad, you can apply for an extension prior to the end of the existing insurance policy. Just give us a call:

    
    Phone: +49 2247 9194-976
    Mon-Fri: 8 am to 6 pm

    Or you can send us a letter, fax or an email.

    If the insurer accepts your request for extension, insurance cover only applies for insured events that occurred after you applied for extension.

  • If I return early, can I cancel the insurance policy?

    After expiry of the period applied for, insurance coverage will end automatically. Should you return early from your stay abroad, please inform us. A phone call or an email is sufficient. In this case, you only pay the premiums which arose before the notification. Credit will be immediately refunded to your account. No service fee will be charged.

    Please send us some proof of reentry which confirms your premature return (for example your plane ticket).

  • I plan to go on vacation during my stay abroad: is such a vacation covered as well?

    If the main purpose of your stay abroad is further education, insurance cover will also exist during any periods without further education within the insurance period applied for.

  • How can I quickly and easily notify you of any changes?

    You can access our online service 24/7. You can use our online forms, for example, to apply for an extension of insurance cover, terminate the insurance prematurely or change your bank and address data.
    Please change to our Secure Server, to send your changes online.

• Questions regarding payment

  Here are some of the most frequently asked questions regarding payment.

  • Which payment methods are offered for PROTRIP-WORLD-H?

    The premium for this policy is to be paid at the conclusion of the insurance contract for the entire term of the insurance. You can choose from the following payment options:

    a) credit card: Maestro, Mastercard, Visa, JCB, American Express, Diners, Discover or Bancontact;

    b) SEPA Direct Debit;

    c) online payment system: eps, Giropay, Apple Pay, Alipay, SOFORT Überweisung, iDEAL or PayPal.

    The premium for this policy depends on the duration of the trip. Should you return early from your stay abroad, a phone call or an email is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad. You only need to pay for the actual insurance period. No service fee will be charged for reimbursement.

    For countries in the euro-zone:
    Where the term of insurance exceeds one month, you can also pay in monthly installments via SEPA Direct Debit. The first installment becomes due at the start of insurance, the subsequent installments at the start of each following month.

  • What is the 3-D Secure procedure?

    If you pay by credit card, we use the 3-D Secure procedure. It provides additional security for your credit card transactions and reduces the risk of fraud due to card misuse.

    You first enter your credit card number. A connection will then be established with the card issuer so that you can confirm your identity, for example by entering a code. If the authentication was successful, the credit card payment is executed. The 3-D Secure procedure should not be confused with your credit card's check number (CVC).

    In order to use the 3-D Secure procedure, you must register with your bank/credit company, which usually takes a few days.

  • What happens in case of unpaid direct debits?

    Please avoid any chargebacks. Every chargeback causes an enormous administrative effort along with bank charges. For any unpaid direct debit, we will have to charge the resulting fees imposed on us, if you are the one responsible for the unpaid direct debit (for example as a result of revocation, incorrect information or insufficient account balance).

  • Is there a refund of overpaid premiums?

    We will refund any overpaid premiums immediately in full without charging a service fee. Should you return early from your stay abroad, a phone call or an email is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad. We will refund any premiums you have already paid for months that have not started yet. No service fee will be charged for this reimbursement.

• Questions about damages and reimbursements

  Here you will find questions & answers regarding claims.

  • A liability loss has occurred but no claim has been asserted yet

    Please inform us about each liability case immediately, even if a claim has not yet been made. A first notification of claim can be made by telephone or email.

    Tel. +49 2247 9194 -31

    Mon-Fri: 8 am to 6 pm
    Email: claims(at)dr-walter.com

  • How should I report a damage?

    The claim processing takes place in our claims department. A claim should be reported immediatly by phone or by email.

    Tel. +49 2247 9194 -31

    Mon-Fri: 8 am to 6 pm
    Email: claims(at)dr-walter.com

    The claim consultant will give you detailed information about which documents will be needed for further handling. Often requested documents for the claim adjustment are quotations, proof of the purchase price and date, pictures of the damage as well as the filled out claim form.

  • Has my invoice been received?

    Our processing time is approx. 2 weeks. After completion of the processing you will receive a written notification.

• Praise, questions, criticism or suggestions?

  Your opinion is important to us!

  • Do you feel in good hands with DR-WALTER?

    We would be pleased if you would take the time to write a review on Google, Facebook or Trustpilot. In this way you will not only help us to further improve our service, but also help other customers who are looking for the right insurance.

  • In which areas can we still improve?

    If you still have unresolved issues or are not satisfied with our service, you can of course contact the relevant specialist department or the complaints management department (sandra.karnstedt-panienka(at)dr-walter.com). You can also reach us via our Contact form. For further information on questions regarding complaint handling, please see our legal notice.