Relax & Care

If you need medical assistance during your trip, contact the insurer by calling +34 91 566 15 88. An agent will assist you and tell you what you have to do to get help.

For bookings made before January 18, 2021 on zafirohotels.com or through our Customer Care agents, travel insurance will be applied automatically and completely free of charge (includes medical coverage during the stay for Covid -19, repatriation costs and the reimbursement of holidays not taken, among other benefits).

The booking cancellation conditions will remain the same as they appear in your original booking.

The different circumstances covered by the insurer and the maximum amounts it will reimburse are shown below.

1. Medical and health care in Spain. Limit: €30,000 Dental expenses. Limit: € 250

2. Repatriation or transportation of the sick. Limit: the full cost

3. Repatriation or transportation of other insured people. Limit: the full cost

4. Travel for a relative or companion in case of hospitalisation

- Travel expenses. Limit: the full cost

- Living expenses for the visiting relative or companion in case of hospitalisation. Limit: €500 (€50 x 10 days)

- Living expenses for a non-visiting relative or companion in case of hospitalisation. Limit: € 1,500 (€150 x 10 days)

5. Convalescence in the hotel €1,500 (€150 x 10 days)

6. Repatriation or transportation of any deceased insured person Limit: the full cost

7. Early return due to the death of a relative Limit: the full cost

8. Early return due to the hospitalisation of a relative Limit: the full cost

9. Early return due to serious incident affecting home or premises Limit: the full cost

10. Loss of services contracted but not enjoyed as a result of hospitalisation Limit: € 500

11. Assistance of a professional driver Limit: the full cost

12. Medical telephone consultation service Supplier: ARAG service

13. Refund for holidays not taken. Limit: € 3,000

The reimbursement of cancellation costs applicable under the general conditions of the Non-Refundable and Semi-Flexible rates, will be made up to a maximum amount of €10,000 provided that any of the following causes occur:

1- Death, hospitalisation for at least one night, serious illness or serious accident affecting:
a) The insured person or any of their family members, as defined in the General Conditions of the Policy.
b) Any of the family members, spouse or common-law partner or person who lives permanently with the insured person, understood them to be family members as defined in the General Conditions of the Policy.
c) The person who during the insured persons trip is responsible for the care in their habitual place of residence of any children under the age of legal consent or handicapped
d) The direct substitute of the insured person in his or her job, provided that this circumstance prevent him or her from making the trip as required by the company by which he or she is employed.

In relation to the insured person, “serious illness” is anything that implies hospitalisation or the need to stay in bed within 7 days prior to the trip, and that makes it medically impossible to begin the trip on the scheduled date.
 
“Serious accident” means any bodily harm that is unintentional for the victim arising from any sudden action by an external cause which, in the opinion of a medical professional, makes it impossible for the insured person to begin the trip on the scheduled date or entails a risk of death for any of the aforementioned family members.

If the illness affects any of the persons mentioned other than the insured person, it will be understood to be serious when it implies hospitalisation for at least one night, a need to stay in bed for a period of at least 3 days or the risk of imminent death.

2- Summons of the insured person to appear as a party, witness or member of the jury in a Civil, Criminal or Employment Court.

3- Summons to serve as a member of a polling station in elections at the state, regional or municipal level.
 
4- Requirement to attend official exams organised by a public body after contracting the insurance. This includes both sitting or supervising said exams.
 
5- Serious damage caused by fire, explosion, theft or force of nature to the primary or secondary residence, or to professional premises if the insured person is self-employed or runs a company and their presence is considered imperative.

6- Due to the dismissal of the insured person by his or her employer. This will not apply if employment is terminated due to having reached the end of an employment contract, voluntary resignation or not being accepted for employment after a trial period. In all cases, the insurance policy must have been subscribed before written notice is made by the employer to the worker.

7- Starting a new job in a company other than the one than the one in which the person has been working, providing it comes with an employment contract of more than six months and that the new start happens after the trip  is booked and the insurance policy thus contracted.

8- A tax declaration made in parallel by the Ministry of Economy and Finance that results the insured person having to pay out more than €600.

9- Act of air, land or naval piracy that makes it impossible for the insured person to start their trip on the scheduled date.

10- A summons for surgical intervention on the insured person or any medical tests prior to said intervention. (Includes organ transplants as both recipient or donor).

11- A summons for medical tests on the insured person or first or second degree relatives carried out by the Public Health authorities as an emergency, provided they are justified by the seriousness of the case.

12- Serious complications during pregnancy that medical opinions informs requires rest or hospitalisation of the insured person, their spouse or common-law partner, provided that said complications occur after contracting the insurance policy and seriously jeopardise the continuity or development of said pregnancy.
 
13- Premature delivery of a child by the insured person.

14- Police detainment of the insured person occurring after the subscription of the insurance policy and which coincides with the dates of the trip.

15- Court summons for a divorce process that occurs after the subscription of the insurance policy and coincides with the date of the trip.

16- Urgent requirement to join the armed forces, police or fire services, provided the incorporation is notified after the subscription of the insurance.

17- Medical quarantine as a result of an accidental event.
 
18- Unexpected call for organ transplant for:

·         The INSURED PERSON or a family member

·         The travel companion of the INSURED PERSON, included in the same booking and also insured.

 19- Signature of official documents during the dates of the trip, only when required by the Public Administration.

 20- Delivery of a child for adoption, which coincides with the planned travel dates.

21- The official declaration of the place of residence of the INSURED PERSON or the destination of the trip as a catastrophe zone. This guarantee also covers the official declaration of the transit area to the destination as a catastrophe zone provided that this is the only way in which to reach the destination. A maximum compensation amount of €30,000 is defined per claim.

22- Judicial declaration of suspension of payments of a company that prevents the INSURED PERSON carrying out their professional activity.

23- Theft of documentation or luggage that makes it impossible for the INSURED PERSON to start the trip.

24- Cancellation of the booking by the person who is to accompany the insured person on the trip, registered at the same time as the insured person and insured under the same contract as the insured person, provided the cancellation has its origin in one of the causes listed above and which thus entails the insured person travelling alone.

25- Cancellation of the booking by a family member of the insured person who is due to accompany the insured person on the trip, registered at the same time as the Insured person and insured under the same contract as the insured person, provided the cancellation has its origin in one of the causes listed above.

If you meet any of the conditions described above and have booked a Non-Refundable or Semi-Flexible rate, please follow the steps indicated below at least 24 hours before your expected arrival date at the hotel:

1.       Contact our Customer Care team by email customercare@zafirohotels.com or by calling +34 902 570749 requesting the cancellation of the booking and the invoice for the cancellation expenses.

2.       Once you have the invoice, contact the insurer by email partes@arag.es providing your personal data and your policy number and attaching the invoice and proof of the reason for the cancellation.

3.       After reviewing all the documentation provided, the insurer will contact you as soon as possible.

If you have any questions, you can contact the insurer by phone on +34 91 566 15 88.

The insurance covers the person who made the booking and their travel companions. So that the insurance company can identify the people involved, please fill in the data and follow the steps indicated in the following link: https://app.flexmyroom.com/es/

If you are making a booking for someone else, please make sure that they are included using the link above.

A copy of the Zafiro Hotels Relax & Care insurance policy conditions can be downloaded on the links above.