Welcome,
If you have to submit a file, whatever its nature, you have to complete the claim form .
This document is very important, since without a completely filled out claim form, payments cannot be made.

Download a claim form


If I am sick, or if I have an accident, what shall I do ?
  1. We recommend that you call the Alarm Center (free phone number – or collect call), stated on your insurance card) so that the Assistance staff can refer you to a MD who is close to your area and who is part of their network. The medical network is only available in the USA.
    Those physicians/medical centers/hospitals accept assignment which means that they will bill the Claims office so that you do not have to pay cash for the visit (provided care is covered under the policy).
  2. Submit to AVI Assistance the following documents :
    • completed and signed claim form (front page)
    • original medical invoices and medical notes (if any)
    • original pharmacy stickers/labels
    • xrays (for dental claim)
A. THEFT
In case of a robbery, what shall I do ?
  1. You MUST report the theft/assault IMMEDIATELY to the Police
  2. Submit to AVI Claims (within 5 days of the loss) the following documents :
    • completed and signed claim form (section 1, 2 front page and 5, 6 back page)
    • police report
    • list of the stolen items, with date of original purchase and original price
    • invoices of the stolen items (essential for valuable goods, such as camera, CD player…….)
B. BAGGAGE DELAY to your Host Country
In case the checked luggage is delayed by the Transportation Company, what shall I do ?
  1. You MUST report the delay to the Airport Claims/Airlines Company Desk and request a copy of the PIR (Property Irregularity Report)
  2. If the delay is over 24 hours , submit to AVI Claims the following documents :
    • completed and signed claim form (section 1, 2 front page and 5, 6 back page)
    • copy of your flight ticket (stating the departure and arrival details)
    • P.I.R.: report which you are given when you report the luggage delay to the Airport Claims/Airlines Company Desk
    • delivery receipt (form which states the date and time of the luggage delivery)
    • original invoices of clothes and toileteries
C. LOST LUGGAGE
If the checked baggage is lost by the Transportation Company, what shall I do ?
  1. You MUST report the loss to the Airport Claims/Airlines Company Desk and request compensation from them.
  2. Since AVI is secondary to the Airlines Company, you MUST submit to AVI Claims the following documents :
    • completed and signed claim form (section 1, 2 front page and 5, 6 back page) with list of the lost items, date of original purchase and original price
    • copy of your flight ticket (stating the departure and arrival details)
    • P.I.R. (Property Irregularity Report) : report which you are given when you report the luggage loss to the Airport Claims/Airlines Company Desk
    • copy of the compensation check issued by the Airlines Company (as per the Montreal Convention, any passenger of an international flight is entitled to compensation from the Airlines Company when the checked baggage is lost. Luggage is considered lost by the Airlines Company after 21 days of the flight).

Note : in the case your claim with the Airline Company is denied because it was not submitted in a timely manner, AVI will also deny your claim for the same reason.

D. DAMAGED luggage
If the checked baggage is damaged by the Transportation Company, what shall I do ?
  1. You MUST report the loss to the Airport Claims/Airlines Company Desk and request compensation from them.
  2. Since AVI is secondary to the Airlines Company, you MUST submit to AVI Claims the following documents
    • completed and signed claim form (section 1, 2 front page and 5, 6 back page)
    • P.I.R. (Property Irregularity Report) : report which you are given when you report the luggage damage to the Airport Claims/Airlines Company Desk
    • invoice of the damaged suitcase. If no invoice, date of original purchase and original price
    • copy of the compensation check issued by the Airlines Company.
      When a suitcase is damaged, the Airlines Company may propose repair or replacement .

Note : in the case you do not report it to the Airline Company or if the claim is denied because it was not submitted in a timely manner, AVI will also deny your claim for the same reason.

In case the flight (at departure to the Host Country) is delayed for more than 24 hours, what shall I do ?
  1. You MUST report the delay to the Airport Claims/Airlines Company Desk
  2. Submit to AVI Claims the following documents :
    • completed and signed claim form (section 1, 2 front page and 5, 6 back page)
    • copy of your flight ticket (stating the planned departure and arrival details)
    • statement from the Airlines Company stating the exact date and time of arrival and the reason for the delay.
A. DAMAGE to property
In case of unintentional damage to a third person's property, what shall I do ?
  1. If you cause damage to your host family's home, you MUST report the damage to their home owner/tenant insurance company, since AVI is secondary to this insurance.