Technical outage

Event timeline

On July 19, 2024, a major technical outage affected our operations. The outage has impacted many services and businesses globally, including flights, banking and payment systems, and shopping centers, among others.

Our global IT systems and call centers were impacted; however, all indications lead us to believe that our online and call center services have been restored.

Important general information

If you have been directly affected by this event and need assistance, please defer to your 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 travel supplier for any refunds, rescheduling, or modifications. If you have additional questions, contact the Travelex customer solutions team at [email protected].

The following FAQ is specific to policies underwritten by Berkshire Hathaway Specialty Insurance Company (BHSIC) and is provided for informational purposes only. This information should not be interpreted as any type of confirmation of coverage. Your specific factual situations and actual policy language will determine coverage.

BHSIC will review and evaluate each claim, and 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’s 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. No. Your plan may provide trip cancellation and trip interruption benefits for delays caused by a common carrier, mechanical breakdown, weather, or strike. However, this specific outage does not fall into any of these categories.

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

A. You may be eligible for trip delay benefits if you are traveling and delayed by the period specified in your policy. Trip 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. You may be eligible for missed connection benefits if you are traveling and delayed by the period specified in your policy. Missed connection coverage may provide coverage for additional transportation expenses to rejoin your trip, as well as for unused portions of your trip while you are delayed, up to the coverage limit. Additional limitations may apply; please refer to your policy documents.

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

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

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?

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.

Product may vary by state.

The product descriptions provided here are only brief summaries and may be changed without notice. The full coverage terms and details, including limitations and exclusions, are contained in the insurance policy. 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].

Any inquiry regarding claims may be directed to [email protected] or +1.855.205.6054.