You ask, we answer

From searching for products to dealing with personal details and information – this is where you can learn about everything that might be of additional interest to you. Of course, you can still contact us in person if you wish.

Frequently asked questions

How to choose the most appropriate travel insurance?

There are different ways to locate the most appropriate insurance products through the website:

1. From Homepage to quote:
Fill in your travel details and we provide you with quotes of the appropriate travel insurances. You choose and will get your travel insurance immediately.

2. Top menue bar to category:
e.g. choose 'holiday in Austria' and get a short description on possible insurance benefits.

3. From top menue bar directly to appropriate travel insurance


Can I take out travel insurance to Ukraine, Russia or Belarus?

Due to the current political and military situation, the sanctions, airspace closures and deactivated payment facilities we currently do not offer insurance for travel to Ukraine, Russia or Belarus.
For any trip abroad please inform yourself also about the current country-specific security advices of the Ministry of Foreign Affairs:
Status 11.03.2022

How does purchasing work?

1. Calculate your personal premium
Before taking out an online contract, you can calculate your personal premium for the chosen travel insurance product quickly and with total anonymity. “Total anonymity” means that you do not have to provide details such as your name or address.

2. Providing personal details
If you are happy with the calculated premium, you can purchase the chosen insurance online straight away. To do this, you will be asked to provide the necessary personal details.

Privacy notice:
The protection of your personal details takes top priority for Europäische Reiseversicherung. We also guarantee that the information you provide will be dealt with in the strictest of confidence. Your details will only be used for taking out your insurance policy. You can also rest assured that sophisticated firewalls are used to protect your details against unauthorised access by third parties. For more information on how your personal details are protected, see our Privacy Statement.

3. Check your details and pay for the product
Before the payment process, you can check all the details again and change them if necessary. If all the details are correct, you can conveniently pay by credit card, EPS, Sofortüberweisung (Klarna), PayPal, Apple Pay or Google Pay. Please note that your credit card must be activated in accordance with the statutory 3-D Secure guidelines, otherwise the payment may be aborted during the payment process. We have set high security standards and use the most secure and modern accounting systems available.

4. Summary and confirmation of your insurance contract and sending of your policy by e-mail
Once the payment process is complete, you will be shown a summary of the policy you have taken out. Please make a note of your policy number. Your insurance policy will be sent to you immediately by e-mail after you place your order when taking out insurance protection for a trip (or event, seminar, etc.). For annual trip insurance (insurance cover for all trips taken within one year), you will receive an e-mail confirming receipt of your application (application confirmation) and containing information on any provisionally available cover.
If you do not receive this, please contact our service centre (tel. +43 1 317 25 00, e-mail:, quoting your policy number.

How does payment work?

Payment can be made by credit card, EPS, Sofortüberweisung (Klarna), PayPal, Apple Pay or Google Pay. Please note that your credit card must be activated in accordance with the statutory 3-D Secure guidelines, otherwise the payment may be aborted during the payment process. We have set high security standards and use the most secure and modern accounting systems available.

Delivery and/or when does the insurance definitely come into effect?

At the end of the purchase, a summary of the purchased product will be shown on your screen. The summary contains information on the chosen product, the policy number, the insurance commencement date, the insurance conditions, the total cost including taxes, the scope of validity, the personal data of the insured, any details about the start of the trip, travel booking, etc.
The insurance policy will also be sent by e-mail after the order has been placed, and contains information on the provider ID of Europäische and any right to cancel, as well as the Europäische Travel Insurance conditions and the General Terms and Conditions of the online shop.
If you do not receive this e-mail, please contact our Premium Department (tel. +43 1 317 25 00, e-mail: ). We recommend that you print out and take all of the documents with you on your trip. If you do not have a printer, please make a note of the insurance details, especially the emergency telephone number and the policy number. Please note that insurance cover is only guaranteed once the premium has been paid.

Which documents are required for which claim?

Click on respective field in Service-How to claim and you will find all the relevant documents and information.
In case of emergencies, please call:
24/7 Emergency hotline: +43 1 50 444 00

I would like to make a claim by telephone.

You are very welcome to initiate the claims process by telephone, but we must ask that you follow up by submitting the claim in writing.

How long do I have to make a claim/send documents?

As it is in both of our interests, we ask that you make any claims as soon as possible, although you do, in principle, have 3 years from the date of the incident to make the claim or to provide additional documentation.

How can you withdraw from your insurance contract?

You can withdraw from your insurance contract in writing without giving any reasons within a period of 14 days. The period for withdrawal begins with the notification that the insurance contract came into effect but not before you received the insurance certificate and the insurance terms & conditions, including the provisions on the fixing or amendment of premiums, and this notification of the right of withdrawal.

The written withdrawal statement has to be addressed to:
Europäische Reiseversicherung AG,
Kratochwjlestraße 4, A-1220 Vienna

Consequences of the withdrawal:
In the event of a valid withdrawal your insurance cover comes to an end and payments already made will be refunded. If the insurer has provided provisional cover, it is entitled to receive the corresponding premium for the duration of such cover.

Special Information:
The right of withdrawal expires at the latest one month after receipt of the insurance policy including this notification of the right of withdrawal. The right of withdrawal also expires if the contractual performance has been fully completed before you have exercised your right of withdrawal.

Can products also be purchased offline?

The products of Europäische Reiseversicherung are available from over 1,400 travel agents and tour organisers, airlines, Austrian Federal Railways (ÖBB), more than 3,200 lodgings as well as drivers’ clubs, insurance companies, insurance brokers and banks. Information can also be requested direct from Europäische.

E-mail: or +43 1 317 25 00

COVID-19 and information on cancellation insurance

COVID-19 and further information on travel insurance to be found here

What to consider for your vacation in Austria in respect of COVID-19 and hotel cancellation?

Detailled information for customers and hotel partner about hotel cancellation cover during Corona pandemic to be found here..

Which partners provide additional benefits?

By working together with the world’s largest assistance provider, Europ Assistance, which has 425,000 service providers worldwide, available 24 hour a day, we are able to guarantee our customers competent and fast assistance through our competent and professionally trained emergency call centre, which can also be reached 24 hours a day, 365 days a year.
Emergency 24/7 hotline: +43 1 50 444 00

Who are our business partners?

Our numerous partners entrust us with the safety of their guests and customers. We owe our success to them. As the Austrian market leader and through the provision of services with Slovenia and South Tyrol, we cooperate with a large number of partners. Tour operators and travel agencies, transport operators, hoteliers and landlords of private rooms and holiday apartments, seminar providers and congress organizers are also among our customers, as are insurance brokers and agents as well as associations and internet portals.

How is sensitive information dealt with?

Personal data is dealt with in accordance with the prevailing data protection act. All of the data you supply is always encrypted before being transmitted. Data is not forwarded to third parties, directory publishers or direct marketing companies. For further questions on the topic of data security, please see our Privacy Statement or contact

What to do in case of a complaint?

Take the opportunity to tell us your concerns or complaints by filling out our contact form or contact us via e-mail or letter (Europäische Reiseversicherung AG, attn. Complaint office, Kratochwjlestraße 4, 1220 Vienna).
Please make sure that you fill in your personal data. The more information you give us (policy- and / or claim number, etc. ), the better and more individual we can handle your concerns.
Our aim is to provide excellent service to our clients.

Information on the complaints handling procedure

We collect all information necessary to clarify the complaint and communicate this in writing or in written form to the address provided by the complainant. For reasons of data protection, it may be necessary for us to verify the identity of the complainant.
We announce (if necessary) whether and what additional information we possibly need. The complaint will then be completed by us immediately, generally within not more than 5 working days after having received all necessary information. If extensive surveys are required, there may be a delay. In the event of delays the complainant receives an interim report and ( if possible ) an indication when to expect the final result.
If the final result does not entirely meet the complaintant’s demands, he will receive a detailed explanation.
If after careful review and explanation a satisfactory solution for the complainant has not been found, following institutions can be contacted:
The Association of Austrian Insurance Companies, Schwarzenbergplatz 7, 1030 Vienna
The arbitration body for consumer business The participation is not obligatory for the insurer.
The Federal Ministry of Labour, Social Affairs, Health and Consumer Protection, Stubenring 1, 1010 Vienna

For online contracts consumer can in addition contact the out-of-court dispute arbitration board of
the Internet Ombudsman or
the Online Dispute Resolution-Platform (“ODR-Platform”) of the European Union
Please note that our competent Supervisory Authority is the FMA Austrian Financial Market Authority (Otto-Wagner-Platz 5, 1090 Vienna).

Do you have a question about an existing travel insurance?

Please contact our Service Center by email or by calling +43 1 317 25 00



please fill in your policy data, it will be transferred together with your GPS-located address in case of emergency

The shortest connection to our emergency center, works even offline without internet access

Reisedoc, 24/7 connection to Austrian medical advice abroad

Simple and quick claims notification