FAQs relating to Insurance

NOTE: The AAC(UK) is not an agent for the insurance companies and nothing contained herein should be taken otherwise. Only the AWS Leaflet and the Alpenverein Premium-Single Trip Cover is authoritative.

Need to contact the Insurance broker KNOX Versicherungsmanagement GmbH?

KNOX Versicherungsmanagement GmbH phone number is: Tel:  +43 (0) 512 23 83 00  This number is manned from Monday to Thursday 8am – 4.30pm and 8am – 12:30 pm on Friday (Austria time).  They do speak fluent English. Or email: AV-service@knox.co.at

Does the insurance start as soon as I apply for membership online?

No, the membership application still has to be processed by the AAC(UK) Office which can take up to 3 working days. In periods of high demand or in the event of force majeure an even longer time must be allowed. The AAC(UK) Office is closed from 13:00 on Friday afternoon until 09:00 Monday morning: the Office endeavours to clear any backlog from the weekend as soon as possible thereafter. The insurance starts at midnight at the end of the day on which the AAC(UK) Office processes the membership application. If you supplied an email address you should receive an email from the AAC(UK) Office confirming that processing has been completed. 

What does AWS Insurance cover?

Please read the AWS Leaflet.  If you have any queries please contact the broker, KNOX Versicherungsmanagement GmbH.  The AAC(UK) Office is not able to answer questions which seek interpretation of the insurance cover.
KNOX Versicherungsmanagement GmbH 
Tel:  Austria +43 (0) 512 23 83 00-30;  email: AV-service@knox.co.at  They speak fluent English.

Sums insured

  1. Rescue Costs (in one´s country of main place of residence and abroad) up to EUR 25,000.– per person and claim. Year-round, worldwide, during leisure time.
  2. Repatriation and medical treatment costs abroad
  3. European third party liability insurance up to EUR 3,000,000.– Year-round. Europe-wide.
  4. European criminal law legal protection insurance up to EUR 35,000.– Year-round. Europe-wide.
  5. European damage compensation legal protection for damage compensation claims after accidents involving personal injury to max. EUR 500.– per insured event

For full details, click here or check the AWS Leaflet.

What should be done in the event of an insurance claim?

Please note! Prior to repatriation, transfer, in-patient medical treatment abroad or transport within the country of main place of residence (not rescue), it is absolutely imperative that contact be made with Europ Assistance (otherwise a maximum of only EUR 750.– will be reimbursed):

Europ Assistance: Tel +43 (0) 1253 3798,  Fax +43 (0) 1313 89 1304, email aws@alpenverein.at

All other claim forms should be sent to:

KNOX Versicherungsmanagement GmbH, Bundesstraße 23, 6063 Rum,
Tel:  Austria +43 (0) 512 23 83 00-30;  Fax +43 (0) 512 238300-15; email: AV-service@knox.co.at 

Claim Form – for rescue, medical treatment and repatriation costs

Claim Form – for third party liability

Claim Form – for legal expenses

For further details about making a claim, click here

What contact numbers do I need to remember?

The Europ Assistance phone number is  +43 (0) 1253 3798. This number is printed on your membership card and is manned 24/7.

The KNOX Versicherungsmanagement GmbH phone number is +43 (0) 512 23 83 00-30  This number is manned from Monday to Thursday 8am – 4:30pm, on Friday 8am – 12:30 pm (Austria time).
These numbers do NOT provide contact with mountain rescue services.

How do I interpret these phone prefixes?

The +43 prefix is in the international standard format for Austria.
The (0) is the National Direct Dialling (NDD) prefix used for making calls within the country being phoned.
If you are going somewhere new it is worthwhile checking and noting the specific numbers you might need in each country you are visiting.

What is the procedure if I need hospital treatment abroad?

If you are normally resident within the European Economic Area (comprising the EU plus Norway, Iceland, Liechtenstein and overseas French Dependencies) or Switzerland, it is essential to produce your European Health Insurance Card (EHIC – see http://ec.europa.eu/social/main.jsp?langId=en&catId=559) whenever being treated at a public hospital within one of these countries. This ensures that at least part of the cost is paid directly by intergovernmental agencies. Please note that the validity of an EHIC expires after 5 years, so check the expiry date of yours in good time before you depart.

The costs of medically necessary in-patient treatment shall only be covered directly by the insurer up to the insured sum if the e-card/EHIC card is presented in the hospital (if within the Econimic European Area and Switzerland) and the handling was organised by Europ Assistance. Otherwise, max. € 750.– shall be reimbursed.
Europ Assistance: Tel +43 (0) 1253 3798,  Fax +43 (0) 1313 89 1304, email aws@alpenverein.at
For full details, click here.
For further details about making a claim, click here.

Be advised that the maximum limit might not be sufficient in countries with expensive hospitals or where prolonged expensive treatment might be required. The medical cover provided by the Alpenverein Premium-Single Trip Cover is currently €500,000.  For full details, click here.  For purchasing the product, click here.

What is the procedure if I need repatriation?

The prerequisites for repatriation of an insured party, in addition to such party’s ability to be transported, are:

  1. the existence of a life-threatening disturbance to the insured party’s state of health or
  2. the locally available medical care does not ensure treatment of a standard corresponding to that available in the patient’s country of main place of residence
  3. an in-patient hospital stay of more than five days is expected.

Please note! Prior to repatriation, transfer, in-patient medical treatment abroad or transport within the country of main place of residence (not rescue), it is absolutely imperative that contact be made with Europ Assistance (otherwise a maximum of only EUR 750.– will be reimbursed):

Europ Assistance: Tel +43 (0) 1253 3798,  Fax +43 (0) 1313 89 1304, email aws@alpenverein.at
For full details, click here.

What is the repatriation procedure in the event of a fatality?

It is absolutely imperative that contact be made with Europ Assistance (otherwise a maximum of only EUR 750.– will be reimbursed):
Europ Assistance: Tel +43 (0) 1253 3798,  Fax +43 (0) 1313 89 1304, email aws@alpenverein.at
They will liaise with a local funeral director or the embassy/consulate of your normal country of residence.
For full details, click here.

What is the procedure in the event of rescue?

Because rescue is urgent, you must organise it yourself locally without contacting Europ Assistance.

The phone numbers for emergency services vary from country to country.  In Austria, the emergency number is 140 but each Austrian province (Land) has its own rescue arrangements, and you are advised to check with the local tourist office on arrival.   For other Alpine countries, 112 is the well-known number, but it is NOT necessarily correct in all areas.  Do your research before travel, or on first arrival.  Outside Europe, the same applies.
[There is a list of numbers at https://www.thebmc.co.uk/Handlers/DownloadHandler.ashx?id=1066 but this dates back to June 2013].
If the mobile phone signal is weak, a text (aka SMS) message might get through, when a voice call will not.

The phone number for Europ Assistance, printed on the 2018 membership cards, is NOT an emergency number for alerting the mountain rescue services.  So, before your visit to the mountains, you do need to find out the contact details for the local mountain rescue services in the area you are going to.

I have made an insurance claim and have not heard anything?

Please do not contact the AAC(UK) Office regarding specific insurance claims (except to ask for a claims form) since the Club is not an insurance company agent. Contact:
KNOX Versicherungsmanagement GmbH 
 Tel:  Austria +43 (0) 512 23 83 00-30;  email: AV-service@knox.co.at

How do I extend or change the insurance cover if I am travelling for more than 8 weeks and/or over 6,000m?

For journeys abroad longer than eight weeks, or ascents over 6000m, the Österreichische Alpenverein offers a separate insurance policy, the Alpenverein Premium-Single Trip Cover, via Europäische Reiseversicherung. The prerequisite for insurance cover is the membership of the insured person(s) in the Österreichischen Alpenverein. The insurance contract can be concluded only by members of the Österreichischen Alpenverein whose main place of residence is in Europe.
For full details, click here.
For purchasing the product, click here.

 


[Updated 28 November 2018]

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