FAQs relating to Insurance

NOTE: The AAC(UK) is not an agent for the insurance companies and is not authorised to interpret the insurance documents. Only the AWS document and the Alpenverein Premium-Single Trip Cover are authoritative.

Need to contact the Insurance broker KNOX Versicherungsmanagement GmbH?

KNOX Versicherungsmanagement GmbH phone number is: Tel:  +43 (0) 512 23 83 00-30  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

European Health Insurance Cards and Brexit

For latest information from the Government about the validity of an EHIC post-01/01/21 please refer to https://www.gov.uk/visit-europe-1-january-2021 where you should be able to source up-to-date government advice on the future of EHIC, and whether it is necessary to obtain additional medical insurance cover for a trip outside the UK. Whatever arrangements are made for EHICs to continue to be valid, or for a scheme to replace them, please note that the EHIC of a UK citizen is not currently valid for Switzerland, Norway, Iceland or Liechtenstein.

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 on the day the AAC(UK) Office processes the membership application.  Ensure that you have received your confirmation of processing email (check any junk or spam folders for our reply before calling).

When will my membership and Insurance expire?

All memberships expire automatically on 31 December each year, although Insurance will continue to the end of the following January, as long as the membership is renewed by 31 January each year.

What does AWS insurance cover?

Please read the AWS document.  If you have any queries members may contact the broker, KNOX Versicherungsmanagement GmbH (where they speak fluent English).  The AAC(UK) Office is not able to answer questions which seek interpretation of the insurance cover.

KNOX Versicherungsmanagement GmbH 

Tel Austria: 0043 512 238300-30
Fax Austria: 0043 512 238300-15
email: AV-service@knox.co.at 

Sums insured

  1. Rescue costs (in one´s country of main place of residence and abroad) up to €25,000.– per person and claim. Year-round, worldwide, during leisure time.
  2. Repatriation (unlimited) and medical treatment costs abroad (up to €10,000).Valid worldwide during the first 8 weeks of any journey abroad, for leisure and occupational accidents as well as illness.
  3. European third party liability insurance up to €3,000,000.– Year-round. Europe-wide.
  4. European criminal law legal protection insurance up to  €35,000.– Year-round. Europe-wide.
  5. European damage compensation legal protection for damage compensation claims after accidents involving personal injury to max.  €500.– per insured event

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

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 €750.– will be reimbursed):

Tel Austria: +43 (0) 1253 3798
Fax Austria: +43 (0) 1313 89 1304

email: aws@alpenverein.at

All other claim forms should be sent to:
KNOX Versicherungsmanagement GmbH, Resselstraße 33, A-6020 Innsbruck, Austria.
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 (updated 30/10/2019)

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:
Tel Austria: +43 (0) 512 238300-30
Fax Austria: +43 (0) 512 238300-15
email: AV-service@knox.co.at 

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 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 €750.– will be reimbursed):

Tel Austria: +43 (0) 1253 3798
Fax Austria: +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 €750.– will be reimbursed):

Tel Austria: +43 (0) 1253 3798
Fax Austria: +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 your 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 238300-30
Fax Austria: +43 (0) 512 238300-15
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?

The Österreichische Alpenverein offers a separate insurance policy, the Alpenverein Premium-Single Trip Cover for journeys abroad longer than eight weeks.  If the AIM of any trip is to go over 6000m, members will need the additional Alpenverein Premium Single trip cover, as the whole trip WILL NOT be insured under the AWS policy.  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.

I have moved address.  Do I need to advise KNOX of my new address details?

No, you do not need to inform KNOX directly.  For change of address details please email the AAC(UK) office at aac.office@aacuk.org.uk  The AAC(UK) office holds all the database details of your membership which is passed to KNOX.


[Updated 01 February 2021]

Become A Member FOR 2021

2021 Membership is available now!

2021 Membership will be valid from midnight (UK time) on the day of processing up to 31 December 2021.

Click here to join/renew