Account
Products
Information
Partnership
Our company
Frequently Asked Questions
Your most frequently asked questions
How do I enter multiple countries in the destination bar?
We would like to inform you that you only need to indicate your first destination. If you plan to travel to other countries on the same continent, you will also be covered by the proposed contract.
Will I receive a certificate?
Once you have subscribed, you will immediately receive your insurance certificate by email (this will be attached).
I haven't received my certificate. What should I do?
If you have not received a certificate after payment, please contact our customer service department by message or telephone, so that we can help you.
Who do I contact if I need help on site?
In the event of a medical problem, and before taking any action, you will be asked to contact an assistance center via a telephone number which will be provided to you after confirmation of your subscription. You'll find all the information you need in your user area, in the "details" section of your "Trip".
Can I take out insurance just for my children?
Yes, you can take out a policy just for your minor children.
Can I take out insurance outside Europe?
Yes, please contact us so that we can offer you the most suitable solution.
Until what age can I take out insurance?
Our contracts currently cover up to 85 years. Run a simulation to find the best price
How do I activate cancellation insurance if my trip is cancelled?
If you need to cancel your trip, please contact assistance as soon as possible. You will find the contact details on your assistance card (received in your confirmation e-mail).
Do you have expatriate insurance?
Yes, we invite you to contact one of our advisers by message or telephone, so that we can propose an offer adapted to your needs.
Do you offer insurance for employees traveling abroad?
Yes, just select "company" when you make your quote.
Do you offer insurance for internships abroad?
Yes, we have a policy suitable for internships abroad. Please select "Student, PVT,WHV" when applying.
Which countries are excluded and why?
The list of excluded countries may vary according to our partners, but will primarily concern war and conflict zones.
During my trip, the local authorities impose compulsory confinement. Can I be repatriated?
No, your insurance only covers repatriation for medical reasons, if your condition allows and justifies it, and only if this follows hospitalization. Yupwego will not cover repatriation if your country of travel is placed under confinement.
Is the "COVID-19" mention on my certificate proof that I'm covered?
COVID-19 is indicated on the certificate issued to you after your subscription has been validated. The medical expenses ceiling is also included to meet the requirements of certain countries where COVID-19 insurance is compulsory.
Do you cover COVID-19?
Yes, we cover COVID-19 in accordance with the terms and conditions of your insurance contract.
I had to undergo a PCR test during my trip. Will this be covered by my insurance?
No, in the case of administrative and necessary tests for all travelers, this cannot be covered by insurance. Tests are never covered if they are done for administrative or preventive reasons.
The tests requested before departure to your country of destination do not constitute a hazard (event which was not foreseeable) within the meaning of insurance law, which explains the lack of coverage.
Will you cover the cost of quarantine?
Yes, we cover the cost of quarantine, depending on your contract. For more information, please contact us.
Do you cover the cost of treatment in the event of COVID-19 contagion?
Yes, we cover the costs inherent in proven COVID-19 contamination: medical, hospitalization and repatriation costs if your condition so requires. The ceiling for medical expenses varies according to the country you are in.
Following the ban on travel outside the European Union without a compelling reason, does your insurance cover me (including COVID-19)?
Yes, you are covered even if you are planning to travel without a compelling reason. The need for a compelling reason has no impact on your policy cover. Costs related to proven COVID-19 contamination are covered even if there is no compelling reason.
Subscription
Can I change my departure date?
To correct the start date of your contract, simply contact us. We'll cancel and refund your current contract, then you can take out a new one with the correct date.
Can I take out insurance if I'm already on a trip?
Yes, it's perfectly possible to take out insurance outside your country of residence. Simply request a quote online, indicating that you are not currently in your country of residence. Please note that a 15-day waiting period applies to the contract (except in the event of an accident).
Do we all need to take out travel insurance?
It's not compulsory to take out insurance, but it's strongly recommended that every traveller take out travel insurance. If you decide to take out cancellation insurance, we recommend that all travelers subscribe to the same contract. Should one of the participants cancel his or her trip, the others will also be reimbursed if they do not wish to travel alone.
I haven't received my connection code. What should I do?
Check your inbox and your spam/junk folder: Sometimes, emails containing login codes may be redirected to your spam or junk folder. Be sure to check these folders.
Make sure you've entered the right email address: A simple typing error can prevent the code from being received. Check that the email address you have provided is correct.
Check your email filters and settings: Some filters or security settings in your email account may block emails from our domain. Add our email address to your contact list or safe list.
Wait a few minutes: There may be a slight delay before the email reaches your inbox. Wait a few minutes and check again.
Request a new code: If you still don't receive the code, try requesting a new login code using our code request interface.
Contact support: If none of these steps work, please contact our customer service department for assistance. We're here to assist you and make sure you can access your account without any problems.
I made a mistake in my e-mail address. What should I do?
Please contact us to change your e-mail address. We'll also take care of forwarding your documents to the correct e-mail address.
Who decides on medical repatriation?
The decision to repatriate a patient is taken jointly by the local medical teams and the insurer's medical assistance team. When a situation requiring repatriation arises, a local doctor first assesses the patient's state of health. This assessment is then communicated to the insurer, who consults its own doctors to analyze the situation. The insurer's doctors work with the local medical team to determine whether repatriation is necessary, and if so, the insurer organizes and pays the repatriation costs.
Prices
Why are you cheaper than other travel insurances?
Yupwego is travel insurance designed by travelers for travelers. Our insurance contracts have been designed to meet travelers' needs and budgets as closely as possible. Our prices are among the best on the market, because our cover automatically adjusts during your trip, taking the strain off your budget.
What payment methods are accepted for subscriptions?
Payment is made online by credit card. We have a secure payment system. Once payment has been made, you will receive an e-mail with the documentation relating to your contract.
How does travel insurance payment work?
Payment is made in a single instalment at the time of subscription.
How can I get a quote?
Simply use our simulator and follow the instructions (here). Both the simulation and the subscription are entirely online. Our customer journey is entirely digital.
Guarantees
Does my insurance cover extreme sports?
Yupwego, like most travel insurers, does not cover the costs of extreme sports such as scuba diving, kitesurfing, contact sports or mountaineering. If you have any questions about coverage, please contact us via our contact form.
I have a chronic or pre-travel illness. Is it covered during my trip?
Pre-existing illnesses are not covered by travel insurance, which is designed to cover the unexpected during your stay abroad.
What does "civil liability abroad" cover?
Third-party liability abroad" covers property damage or bodily injury you may cause to third parties abroad, within the limits of the terms specified in your insurance contract.
Will I be asked to pay the costs of my hospitalization in advance?
In all cases and before anything else, contact the assistance number, which will assess the procedure for covering the costs in relation to your situation. Hospitalization costs are usually paid by the insurer.
WHV (Internship, studies, au pair work, international volunteering)
Can I extend the dates of my contract?
Once the contract dates have been defined, it is not possible to extend the contract.
Can I obtain a partial refund of my insurance in the event of an early return?
As this insurance contract is a one-off payment, we will not be able to issue a partial refund in the event of early return.
Can I pay in instalments?
No, this policy can only be paid for in one instalment, so that you receive proof of cover for the entire duration of your stay.
Do you offer a PVT-compatible contract?
Yes, we invite you to make your PVT simulation here.
What are the conditions to access the Working Holiday / Student / Youth contract?
Stay made by the Insured outside his country of residence for a period of 12 months, renewable up to 24 months, in the following cases:
- Carrying out an internship in a company, paid or unpaid, with an internship agreement (including for apprentices).
- Carrying out a study trip to a university, school or language organization abroad.
- Participation in continuing professional training.
- Stay as an au pair with a family abroad.
- Participation in the Vacances-Travail/Working Holiday program.
- Carrying out a volunteer trip, such as International Solidarity Volunteering (IVS) or other forms of volunteering.
Termination
How do I cancel my policy?
Cancellation of your insurance contract is subject to conditions. Please contact us for any cancellation request.
Misconceptions about insurance
What's the difference between my mutual insurance and travel insurance?
Mutuelle is permanent and focused on medical care in France, while travel insurance is temporary and designed to cover the unexpected specific to travel.
Why is the EHIC (European Health Insurance Card) not enough
Firstly, the EHIC is not valid everywhere in the world or in Europe. You can find a list of countries concerned here. The EHIC guarantees direct access to the public health system in the country of residence, without any prior contact with the local institution. It also covers chronic or pre-existing illnesses, as well as pregnancy and childbirth, if the purpose of your stay abroad is not to receive medical treatment. In fact, the EHIC is not valid if you are leaving for medical treatment. Secondly, unlike travel insurance, the EHIC does not offer repatriation assistance to your country of residence in the event of serious illness or accident. Finally, when you consult a doctor or specialist and present your EHIC, you may be asked to pay a contribution, as the EHIC reimburses you on the basis of the conventional social security tariff. In other words, 70% of the reimbursement base is covered by social security and the remaining 30% by a mutual insurance company. Travel insurance acts as a mutual insurance company, reimbursing you for the remainder of your out-of-pocket expenses and any medicines you pay for.
Why isn't my credit card coverage enough?
Bank card insurance is limited to 90 days, and coverage ceilings are far too low to cover medical expenses in most countries. All medical expenses must be paid in advance, and some can be very substantial (there is no direct coverage).
Get to know us
What is the history of YUPWEGO?
Yupwego is a new travel insurance product created by travelers for travelers.Faced with the difficulties encountered by travellers in obtaining insurance at the right price, with transparency and the right cover depending on where they are going, the founders decided to create a new type of travel insurance, based on ethical, humanist and benevolent values.Yupwego's founders, all avid travelers, decided to create a new kind of travel insurance, one that could be adapted to all travelers, and thus respond to all the problems often encountered. This is how Yupwego was born in 2018.
Our mission: To help people enjoy their travels with peace of mind.
Who are YUPWEGO's partners and why?
Our partners are Assur Travel, AXA and Mutuaide, and we've chosen them for the quality of their services and their professionalism. We chose them for their comprehensive coverage adapted to various types of travel, offering peace of mind with options such as medical insurance and trip cancellation. Their flexibility and responsive customer service ensure reliable support in the event of unforeseen circumstances.
Why is YUPWEGO like no other?
Yupwego is digital travel insurance, simple and flexible, focused on people. Our aim is to guarantee a secure travel experience with the right cover at the right price. Yupwego is more than insurance, it's protection for the traveler.
Assistance
What should I do if my luggage is lost or stolen?
1. Reporting lost or stolen baggage
It's vital that you report the loss of your baggage as soon as possible, by going to the customer service counter of the airline you travelled with. The airline will then launch a search for your baggage and keep you informed of the results.
If your bag has not been found, ask the airline for a certificate stating that your bag has been lost. This document will be essential when you submit your claim to your insurer.
2. Contact the local authorities
If your luggage has been stolen, file a complaint with the local authorities and ask for a copy of your report. This document will be requested as part of the supporting documents in the event of a claim with the insurer.
3. Keep your documents
Remember to keep all documents relating to your trip (plane tickets, boarding passes, baggage tags, airline loss certificate, copy of official report, receipts for valuables declared in your baggage).
4. Check the clauses of your travel insurance policy
Check the terms and conditions of your policy to make sure that your luggage is covered by the policy you have taken out. If not, you won't be able to file a claim with the insurer.
You can find the general conditions in your contract confirmation e-mail (attached at the bottom of the e-mail).
Tip: We suggest you download them to your phone (pdf document), so you can access them even without an Internet connection.
5. Contact the insurer
Once you've checked your contract, contact your insurer to report the claim. Make sure you keep all your travel documents. The insurer will systematically request supporting documents to process your claim.
What to do if your flight is delayed ?
1. Contacting the airline
It's important to contact the airline first to confirm your flight delay. Flight delays can change, so keep up to date by checking the various communication channels (website, sms, notice board).
2. Keep your documents
Make sure you keep all your travel documents (flight reservation, invoices, plane tickets, boarding pass, delay certificate, baggage tags). Your insurer will ask for these documents as proof in the event of a claim.
3. Find out about your airline's obligations
Flight delays are governed by legislation. The airline has contractual obligations in the event of a delayed flight. Find out more about your rights regarding flight delays here.
4. Check your travel insurance policy
Check the terms and conditions of your policy to make sure that the flight delay is covered by your policy. If it isn't, you won't be able to make a claim to the insurer for this problem.
You can find the general conditions in your contract confirmation e-mail (attached at the bottom of the e-mail).
Tip: Please download them to your phone (pdf document) so that you can access them even without an internet connection.
5. Contact the insurer's assistance service
Once your contract has been checked, please contact the insurer to declare your claim and open a file. Remember to keep all documents relating to your trip, such as the certificate of delay issued by the airline and invoices for expenses incurred as a result of the flight delay. The insurer will always ask you for supporting documents in the event of a claim.
What to do in the event of consultation or hospitalization?
1. Contact the insurer as soon as possible
As soon as you have a health problem, it's vital to inform the insurer's assistance service, and to follow the procedure indicated by the insurer to ensure that your care is taken care of. You'll find the emergency contact number on your assistance card (received as an attachment to your subscription confirmation e-mail).
[Important]: Please note that assistance does not use WhatsApp. If you do not wish to contact them by telephone to avoid incurring costs, we invite you to contact them by e-mail (telephone costs are not reimbursed by the insurer).
3. Follow the procedure indicated by the assistance service
It is essential to follow the procedure indicated by the assistance service, to ensure that your contract guarantees are properly applied.
4. Keep all documents
Remember to keep all invoices, receipts, prescriptions and medical reports relating to your treatment. The insurer will always ask you for more than one document to cover your treatment.
5. Consult the general conditions of your policy
In case of doubt, or to confirm what can be covered in your situation, we recommend that you always consult your policy's general terms and conditions, as this is the contractual document that sets out all the benefits and exclusions of the policy you have taken out. Please note that you have access to this document prior to taking out the policy. By subscribing to the contract, you accept the general conditions.
You can find this document in the subscription confirmation e-mail (as an attachment, at the very bottom of the e-mail).
Tip: We suggest you download them to your phone (pdf document) so that you can access them even without an internet connection.
6. Keep in touch with the insurer
Communicate regularly with the insurer to indicate any changes in your situation/state of health.
