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Travel insurance

Frequently Asked Questions 

On what basis would a claim be settled? 

The claim settlement will depend on the level of cover you have selected and according to the specified limits for each loss. It is important to save all documentation, such as police reports, purchase receipts and other proofs of payments, for the claims handling.

What should I do if I need emergency assistance whilst I am abroad? 

You will be able to seek assistance through local 24-hour medical helpline at no extra cost, whatever part of the world you may be visiting. Global Response Tel No. Uk (+44) 2920 468500

Are there any activities which are not covered under the policy? 

Activities such as winter sports, sub-aqua diving, hunting and organized team sports are excluded under some sections of the Policy. However, winter sports can be purchased as an additional cover. 

Can I take out insurance on a one-way journey? 

The travel policy covers round trips commencing from and ending in Malta (i.e. return-travel only) during the period of insurance. The policy is not valid for one-way journeys.

My child is travelling abroad with a relative who is covered by their credit card insurance. Can I take out a policy for my child only? 

Yes, a travel policy may be issued subject to proposal form being signed by the parent/custodian.  However, the premium payable would be based on adult rates, i.e. the customary children's discount for family policies would not be applicable.

I shall be visiting members of my family who live abroad for 3 weeks. However, I may require to extend my stay due to a possible family function.  Would I be able to extend the period of insurance? 

Should the need arise, the period of insurance can be extended subject to the Company (us) being notified prior to expiry of the original period, and an additional premium being paid.  Please contact us to request and extension of your policy. 

On my next trip I will be taking my new digital camera with me.  Do I need to specify this item?

The camera would have to be specified and the relevant premium paid. However this only applies if the value of your camera exceeds the limit of any one single item as stated in the Policy. 

Does the European Health Insurance Card cover the same medical expenses as a travel insurance policy? 

The European Health Insurance Card entitles you to state-provided medical treatment at reduced cost or sometimes free, if you become ill or have an accident during your overseas stay.  It is operative when you visit a country in the European Union or Switzerland for a holiday or a business trip. Privately run services and private treatment are not covered by the European Health Insurance Card. In some countries, state-run hospitals have a private ambulance service and this is not covered.  Consequently, whilst the European Health Insurance Card is very useful, a travel insurance policy offers a far wider cover. 

When should travel insurance be purchased?

Travel insurance should be purchased as soon as the trip is booked since cancellation cover is operative immediately. Therefore should you need to cancel the trip due to a circumstance covered under your travel insurance policy the cost of the trip would be insured.

Casa Borgo, 26, Market Street, Floriana FRN 1082, Malta

Tel: (+356) 2557 9000

Freephone: 8007 2322


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Branches: Il-Mosta, In-Naxxar, Paola, Haz-Zebbug, Ta' Xbiex, Iz-Zejtun, Il-Mellieha, Victoria - Gozo

Citadel Insurance p.l.c. (Company registration number: C21550), is a company authorised under the Insurance Business Act, Cap. 403, to carry on general and long term business of insurance and is regulated by the MFSA. This website is targeted for risks situated in Malta.