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Request reimbursements

Everything you need

How to request a reimbursement?

You can start the request from the self-service portal My Assist Card or from our app.

Here's how to request it:

Log in to the My Assist Card app with your Google or Facebook account, or with your username and password
Search for the service by Assist Card number or document number
Select “Request a reimbursement”
Choose a member or add a new one
Select the assistance
Under “Reimbursement types”, select an option and continue with the steps indicated

Click here Click here to view the instructional video.

What documentation do you need to submit?

Start your reimbursement request by selecting the type of assistance you received during your trip.
We will show you what documentation you need to submit in order to recover what you are entitled to.

1 - Request for medical assistance

1 - 1 - Medical care expenses

1. Copy of passport (personal data page)

2. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

3. Copy of complete medical records

4. Reports on tests conducted

5. Invoices and proof of payment

1 - 2 - Pharmacy expenses

1. Copy of passport (personal data page)

2. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

3. Proof of payment and/or receipts

4. Medical reports and/or medical prescriptions

1 - 3 - Urgent dental services

1. Copy of passport (personal data page)

2. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

3. Copy of dental report

4. Reports on tests conducted

5. Invoices and proof of payment

1 - 4 - Hotel expenses due to forced rest as a result of illness, accident, or hospitalization

1. Copy of passport (personal data page)

2. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

3. Copy of complete medical records

4. Reports on tests conducted

5. Lodging invoice and proof of payment

1 - 5 - Trip cancellation and interruption guarantee due to positive COVID-19 diagnosis

1. Full round-trip tickets and proof of their complete cancellation

2. Copy of passport

3. Invoices (with proof of card purchase) and original, legally valid receipts for payments made to the travel agency where the services were purchased

4. Penalty letter issued by the travel agency and/or tour operator

5. Confirmation of cancellation and cancellation policies for contracted services

6. Proof of services issued (hotels, flights, access to events, etc.)

7. At the request of Assist Card, a copy of the entry visa to the destination country

8. Positive PCR result for COVID-19

2 - Request for baggage assistance

2 - 1 - Compensation for delayed baggage delivery

1. P.I.R. Form (Property Irregularity Report)

2. Copy of passport (personal data page)

3. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

4. Checked baggage tag

5. Proof of baggage delivery or indicate the date and time when you retrieved it

2 - 2 - Offset for delayed baggage delivery

1. P.I.R. Form (Property Irregularity Report)

2. Copy of passport (personal data page)

3. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

4. Checked baggage tag

5. Proof of baggage delivery or indicate the date and time when you retrieved it

6. Proof of payment

If you are a resident of Brazil, download, complete, and send the following form to reintegros@assistcard.com: Form "Luggage delay"

2 - 3 - Loss of baggage

1. P.I.R. Form (Property Irregularity Report)

2. Copy of passport (personal data page)

3. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

4. Checked baggage tag

5. Settlement payment provided by the airline for the irrecoverable loss of baggage

If you are a resident of Brazil, download, complete, and send the following form to reintegros@assistcard.com: Form "Luggage loss"

2 - 4 - Protected baggage

1. Notify Assist Card within 24 hours of flight arrival and send the P.I.R. form. (Property Irregularity Report)

2. Copy of passport (personal data page)

3. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

4. Checked baggage tag

2 - 5 - Damage or breakage of baggage

1. P.I.R. Form (Property Irregularity Report)

2. Copy of passport (personal data page)

3. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

4. Checked baggage tag

5. Photos of baggage damage

6. Repair estimate or proof of payment for new replacement baggage

3 - Request for other types of assistance

3 - 1 - Trip cancellation and interruption guarantee due to force majeure

1. Full round-trip tickets and proof of their complete cancellation

2. Copy of passport

3. Invoices (with proof of card purchase) and original, legally valid receipts for payments made to the travel agency where the services were purchased

4. Penalty letter issued by the travel agency and/or tour operator

5. Confirmation of cancellation and cancellation policies for contracted services

6. Proof of services issued (hotels, flights, access to events, etc.)

7. At the request of Assist Card, a copy of the entry visa to the destination country

8. Complete medical documentation and/or complete medical records and/or police report (accident) and/or death certificate (death) + proof of relationship between the person who caused the accident and those who were traveling

If you are a resident of Brazil, download, complete, and send the following forms to reintegros@assistcard.com:

3 - 2 - Reimbursement of additional food and lodging expenses due to forced rest or isolation

1. Copy of passport (personal data page)

2. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

3. Expense receipts (hotel, food, and ticket change penalty)

4. Original and modified flight itinerary or closure of unused original flight segments

5. Complete medical report

6. Positive PCR result for COVID-19

3 - 3 - Difference in airfare due to delayed or early return travel

1. Copy of passport (personal data page)

2. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

3. Copy of complete medical records

4. Reports on tests conducted

5. Original and modified itinerary or closure of tickets for unused original flights

6. Invoices and proof of payment

3 - 4 - Reimbursement of funeral expenses

1. Copy of passport (personal data page)

2. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

3. Copy of complete medical records

4. Death certificate

3 - 5 - Expenses for delayed and/or canceled flight

1. Copy of passport (personal data page)

2. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

3. Original and modified itinerary

4. Proof of payment

5. Letter from the airline stating the reason for the delay/cancellation

3 - 6 - Protected bag

1. Copy of passport (personal data page)

2. Complete flight itinerary or passport pages with entry and exit stamps from the country of residence

3. Original report filed with the competent security force, detailing the contents of the insured property

4. Details of the insured property, with detailed content and estimated values

3 - 7 - Early return due to serious incident at home

1. Copy of passport (personal data page) and entry and exit stamps from the country of residence

2. Police report of a serious incident at home

3. Original complete and modified itinerary or closure of tickets for unused original flights

4. Invoice and proof of payment