Frequently Asked Questions

Hepstar’s travel insurance provides peace of mind by covering financial risks associated with trip cancellation, travel disruptions and medical emergencies. 

1. Policy Documents: After purchasing, you receive policy documents detailing the coverage, terms, conditions, and exclusions. These include a policy schedule, key information document and policy wording.
2. Making a Claim: It is important that you store and use the contact information for claims as detailed in your policy confirmation email and policy wording. Depending on the nature of your claim, you may need international medical and assistance services provided by Europ Assistance or claim reimbursement from Hepstar in terms of other insured events and benefits. The policy wording details the supporting documentation you will need to provide such as medical reports, police reports, receipts, and proof of travel expenses.

3. Do I really need travel insurance?

Travel insurance provides financial protection and assistance in case of unforeseen events ooccuring prior to or during your trip. Your policy documents can be necessary for obtaining certain travel visas, such as the Schengen Visa.

Travel insurance can protect your investment in case of trip cancellation, interruption, or delay. If you’ve spent a significant amount on non-refundable bookings, insurance can reimburse you for these irrecoverable costs. Health insurance plans usually don’t or provide limited cover for medical expenses incurred abroad. Travel insurance can cover outpatient and inpatient emergency medical treatment, hospital stays, and even medical evacuation. Hepstar’s insurance plans also provide cover for luggage that is lost, stolen, or delayed.

For an overview of our insurance plans, have a look at the Key Information Document.  

The cost of travel insurance can vary depending on several factors such as the plan benefits, duration of the trip and destination. Certain destinations are considered very high cost due to the high cost of medical treatment or lack of appropriate facilities requiring you to be evacuated or repatriated to another location. 

You are only eligible for cover if you are travelling no more than 180 consecutive days. The policy covers the duration of your trip, starting from your departure date until your return. You must be insured prior to the date of departure on your trip. For more information about the period of insurance, have a look at the Key Information Document.  

For an overview of our insurance plans and cover amounts, have a look at the Key Information Document.  

Some plans provide cover for more events than others, as well as higher sums insured. While the Budget plan is designed to meet Schengen Visa requirements and offer low-cost cover for unforeseen medical events, we always promote the Comprehensive plan to ensure cover for a greater variety of events and conditions, without a substantial increase in premium. 

Hepstar’s Budget Travel Insurance provides essential medical protection at affordable prices, including Schengen visa compliant cover for emergency medical treatment and repatriation. It excludes cover for pre-existing medical conditions, adventure sports, trip cancellation and flight delays which are included in our Comprehensive plan. 

For an overview of our insurance plans and cover amounts, have a look at the Key Information Document.  

Hepstar’s Top-Up Travel Insurance supplements credit or debit card travel benefits to give you additional cover for medical emergencies, trip cancellation protection, flight delays, adventure sports and more. 

If you want to increase cover beyond what is provided by your existing card insurance provider or address gaps in cover, consider the Top-Up insurance plan. Products are offered on a non-advice basis. You are responsible for evaluating your needs and the suitability of cover offered by the various plans.

If your policy cover date has not yet started, you can cancel your insurance and will be fully reimbursed for the policy premium paid. If your plan includes trip cancellation cover, we reserve the right to refund a pro rata premium based on cover enjoyed up to that point. 

Please contact our support team on 086 144 4548 or email info@hepstar.com for cancellation requests or to make amendments to your policy cover dates. 

Contact Europ Assistance for international medical emergencies and assistance services: 

Email: assist@europassistance.co.za 

Call: +27 (0)11 991 8731 

WhatsApp: +27 83 676 0411

Provide a copy of your policy schedule to a travel companion and someone at home and ensure that you and they store the above-mentioned emergency contact numbers for ease of access in an emergency. They may also need to assist Europ Assistance with necessary information about you if you are unable to do so due to your condition.

For inpatient emergency medical treatment expenses over R20,000, you, or your travel companion must phone Europ Assistance before receiving any treatment or cover may be limited to R20,000. Should you or your travel companion fail to contact Europ Assistance prior to treatment, contact the assistance numbers immediately when your condition has been stabilised.

With Comprehensive Travel Insurance, you can be reimbursed for lounge access if your flight is delayed for over 2 hours. If no lounge or lounge space is available, you can still claim reimbursement for meals and refreshments enjoyed elsewhere. This benefit provides comfort during travel disruptions, requiring you to pay out-of-pocket initially and then submit a claim with receipts for reimbursement.

When loss, theft, or damage occurs while in the care of your airline carrier, fill in the standard airline lost luggage report and submit it with your insurance claim. Email claims@hepstar.com for assistance.