Technical outage

Event timeline

On July 19, 2024, a major technical outage impacted many services and businesses globally, including airlines, financial services, and shopping centers, among others.

Our global IT systems and call centers were among those businesses impacted; however, all services within our call center and online operations have been restored.

Important general information

If you have been directly affected by this event and need assistance, please defer to the confirmation of coverage for applicable assistance and claims phone numbers.

We recommend that you pay close attention to the local media and work directly with the appropriate airline, cruise line, or other travel supplier for refunds, rescheduling, or modifications. If you have additional questions, contact the Travelex customer solutions team at [email protected].

The following FAQ is specific to Zurich-underwritten policies¹, is provided for informational purposes only and should not be interpreted as confirmation of coverage. Your specific factual situation and actual policy language will determine coverage.

Zurich will review and evaluate each claim, and a coverage determination will be made based on the specific facts, circumstances, policy language, and applicable laws and regulations of the jurisdiction. Please review your policy wording or contact the Travelex customer solutions team at [email protected] for more information.

Q. Will I be covered for trip cancellation or trip interruption due to this outage?

A. Your plan may provide trip cancellation and trip interruption benefits¹ for delays caused by a common carrier, mechanical breakdown, weather, strike, or FAA mandate. This incident does not fall into the categories of a delay or cancellation caused by severe weather, unannounced strike, or mechanical breakdown. At this writing, the FAA has not issued an official statement calling for a ground stop.

Q. Will I be covered for trip delay due to this outage?

A. You may be eligible for travel delay benefits¹ if you are delayed while traveling during the period specified in your policy. Travel delay may provide coverage for additional hotel, meals, and local transportation expenses while delayed, up to the coverage limit.

Q. Will I be covered for missed connection due to this outage?

A. No. Your plan may provide missed connection benefits¹ for delays caused by a documented traffic accident, mechanical breakdown of common carrier, or adverse weather conditions. However, this specific outage does not fall into any of these categories.

Q. What can I do if I purchased a Travelex plan for my trip and my trip was rescheduled?

A. Contact us at [email protected] to modify your policy.

Q. What can I do if I purchased a Travelex plan for my trip and am delaying my departure and extending my return by a few days as a result of this outage?

A. If you have purchased a Travelex plan and are delaying your departure, please contact us at [email protected] to modify the travel dates for your policy.

Q. How long will my policy extend coverage if I am delayed returning home due to the outage?

A. Your coverage will automatically extend up to seven days after your scheduled return date.

¹ Coverage terms and conditions may vary by state. Refer to your policy wording for applicable coverage terms and conditions.

Insurance coverages underwritten by Zurich American Insurance Company, a New York domiciled company with its principal place of business at 1299 Zurich Way, Schaumburg, IL 60196 (NAIC # 16535).

If you have questions about coverage available under our plans, please review the policy or contact us. Travelex Insurance Services Inc. 810 N. 96th Street, Suite 300, Omaha, NE 68114. Toll-free: +1.800.228.9792. Email: [email protected].

Travelex Insurance Services, Inc. CA Agency License #0D10209. Certain coverages are not available in all states. The terms and conditions of the policy described in this brief summary are governed by the individual policy document that contains the complete terms. In the event of any discrepancy between the information in this brief summary and the policy, the policy document shall govern. This is intended as a general description of certain types of insurance available to qualified customers, provided solely for informational purposes.

Policy Form Series U-TIIV-100-A CW, U-TIIN-100/110-A CW, U-TIGV-100-A CW; U-TIGN-100-A CW; in DC U-TIIV-100-A DC & U-TIGV-100-A DC; in IN U-TIIN-100/110-A IN & U-TIGV-100-A IN; in KS U-TIIN-110-A KS; in MN U-TIIV-100-B MN & U-TIGV 100-B MN; in MO U-TIIN-110-A MO; in MT U-TIIN-100/110 MT & U-TIGN-100-A MT; in NH U-TIIV-100-A NH; U-TIIV-101-B NY, U-TIIN-100 NY; in OR U-TIIV-100-A OR; in VA U-TIIV-100-A VA and U-TIGV-100-A VA; in VT U-TIIN-100/110-A VT and U-TIGN-100-A VT.