Help Center & Travel-Insurance FAQs

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FREQUENTLY ASKED QUESTIONS

Travel insurance is, well... travel insurance. And if you're new to travel insurance, you might need a little extra help breaking it down. We've got you covered. If you don't find what you're looking for in our FAQ list, please contact us through our live chat, by calling 844-411-2487, or emailing us at assist@bhtp.com.

General Questions
Is travel insurance expensive? Why should I have it?

We believe any trip is worth covering, so we have affordable flight protection, as well as more comprehensive travel insurance plans. AirCare® starts at $34 and pays fast* for common flight mishaps like missed connections and flight delays. The ExactCare® line – ExactCare®, ExactCare Value®, and ExactCare Extra® – is comprehensive travel insurance with speedy claims processing and payment on approved claims. We'd be happy to walk through our products with you. Quotes and pricing are available via our iOS and Android apps, via bhtp.com , by emailing us at assist@bhtp.com, or by calling 844-411-BHTP.

*Fastest payments when debit card or other EFT method is chosen as preferred payment method. Speed of transaction varies by processing financial institution.

Where can I see a complete list of your products?

Our Products page has a complete product list, which basically consists of AirCare® and the ExactCare® line. We believe in simple, easy-to-understand travel insurance, so we've intentionally kept our product line compact.

Does BHTP offer different types of travel insurance for different types of travel?

Yes. AirCare® automatically tracks flights and pays fixed amounts when you encounter common flight mishaps like flight delays, flight cancellations, and lost luggage. All ExactCare® products can help evacuate you in an emergency, fix an interrupted cruise, protect you when your tour operator goes bankrupt, or pay your medical bills when you get sick or are injured on your trip; ExactCare Extra® adds some of AirCare's fixed benefits. No matter the trip, BHTP has a travel insurance product to protect it.

What are the time limits for buying travel protection from BHTP?

You can buy a BHTP travel insurance policy up to 11:59 p.m. on the day before your flight departs, regardless of whether your flight leaves at 12:01 a.m. or 10 p.m. There are a couple of caveats to that: The flight cannot already be affected in some way, and the trip and travelers have to meet all eligibility requirements.

What makes your products different from other travel insurance providers?

Nothing covers flight delays and flight cancellations like AirCare®. Nothing combines fixed benefits with traditional travel insurance like ExactCare Extra®. And no one else delivers the trip protection trifecta of proactive assistance, rapid payments*, and speedy claims processing. We know. We've looked.

* Fastest payments when debit card or other EFT method is chosen as preferred payment method. Speed of transaction varies by processing financial institution.

If my claim is approved, how will I be paid?

Approved travel insurance claims are paid based on information you supply, to an account you specify. Your BHTP Burst® payment options (from fastest to slowest) are: payment into a personal checking account via a debit card, or payment by PayPal, EFT or check.

What if I have technical questions regarding your website or mobile application?

Email assist@bhtp.com for technical help. You can also call us at 844-411-BHTP or message us through our app.

How can I modify an existing policy?

You can modify an existing travel insurance policy at BHTP.com or by calling us at 844-411-BHTP. Policy and claim service hours are 7 a.m.-7 p.m. Central Time Monday-Friday. However, no modifications are allowed after 11:59 p.m. on the day before you're scheduled to depart.

How do I file a claim on the website?

Log in to your account on the website or in the BHTP app with the email you indicated on your travel insurance policy. Click "Create A Claim," then follow the prompts to start the process.

What if I buy a policy and decide I want different coverage?

Contact us. Call 844-411-BHTP, email assist@bhtp.com, use our live chat, or send a message through our app. We'll look over your travel plans and help you find the right travel insurance coverage. Note that policy and claim service-enter hours are 7 a.m.-7 p.m. Central Time Monday-Friday.

How long does it take you to pay claims?

Many AirCare® claims can be processed and approved almost instantaneously. Other claims, including most ExactCare® claims, can be paid in seconds (depending on your financial institution) once the claim is approved — but only if you've specified "debit card" as your BHTP Burst® payment preference. Claims can be paid via Electronic Funds Transfer or to a PayPal account in a matter of hours. Naturally, a paper check takes several days for processing and mailing.

Can I check claim status anywhere?

With our mobile app, you can check claim status at a glance. You can also email, call or live chat us for a claim update. And you can always check travel insurance claim status when logged into your account on bhtp.com. Note that policy and claim service hours are 7 a.m.-7 p.m. Central Time Monday-Friday. 

Can you help me with my travel issues?

As they relate to travel insurance and travel assistance, yes. As they relate to that stinky guy in the middle seat, not so much. If you have travel issues, chat with us online, email assist@bhtp.com, send us a message through our app, or call 844-411-BHTP . We’re here for you 24/7/365.

Doesn't my other insurance cover travel-related losses?

Not the way AirCare® and ExactCare Extra® do, with their fixed benefits and instant* flat payments for mishaps like flight delay and cancellation, missed connection, and lost luggage.

* Fastest payments when debit card or other EFT method is chosen as preferred payment method. Speed of transaction varies by processing financial institution.

Do I have to have an account to quote products?

No. You can produce quotes online without an account, or get a quote from our mobile app without logging in. If you need help, call 844-411-BHTP or email assist@bhtp.com. We make it easy for you to understand what's covered and how much your travel insurance will cost. Please note that policy and claim service hours are 7 a.m.-7 p.m. Central Time Monday-Friday. 

Where can I find detailed explanations of what your products cover?

You can find that info on our product page. For detailed product info, please "Get A Quote" and follow the pages prior to purchase which will explain specific travel insurance coverages available to you in your state. Upon purchase, you can review the Description of Coverage document sent in your receipt email to view the most accurate coverage details applied to your policy. Still not finding what you are looking for? You can always email assist@bhtp.com, call 844-411-BHTP or live chat us. We'll point you in the right direction. Please note that policy and claim service hours are 7 a.m.-7 p.m. Central Time Monday-Friday. 

Can I put non-family members on my plan, even if I don't like them very much?

In most states, yes. A person traveling with you who is not your relative is considered to be a "traveling companion." If your traveling companion is someone you don't like, you're going to want to protect that trip for sure.

I still haven't found what I'm looking for.

We apologize for the inconvenience. Send us a message through our app, email assist@bhtp.com, call 844-411-BHTP, start a live chattweet us @BHTPAssist, or send us a Facebook message. Helping you is what we do.

This is really great. How can I thank you?

We believe strongly in giving back to our local and global communities. Visit www.Trees4Children.org and invest in the future.

ExactCare Questions
Why should I list my flights when buying ExactCare Extra®?

When you list your flights when you buy ExactCare Extra®, you unlock a suite of flight-related travel insurance benefits: Flight Departure Delay, Tarmac Delay, and Missed Connection. Don’t know your flights when you’re ready to buy (and your covered flights are scheduled sometime in the next 364 days)? No problem! You can enter flight information any time up to 11:59 p.m. on the day before you take off.

Why should a traveler buy a comprehensive travel insurance plan like ExactCare®?

The ExactCare® product line is for travelers who want coverage for trip cancellation and trip interruption, medical evacuation, and emergency travel medical insurance. Don't want those types of coverage? AirCare® is a great alternative.

How do I know if ExactCare® is the best travel insurance for me?

Look at the type of trip you're covering. Is it a tour or cruise? Are you traveling overseas for a vacation lasting a week or more? Does your trip involve multiple hotels, guides or charters? Do you want medical coverage on your trip above and beyond your current medical policy? Do you need emergency medical evacuation coverage? All these warrant coverage with an ExactCare® product.

Which ExactCare® product is the best travel insurance for me?

If you caught a bargain flight to Europe and don't need the maximum medical and evacuation coverage, choose ExactCare Value®. Taking a tour or cruise without a lot of air travel? ExactCare® is a great choice. Taking a trip to cross something off of your bucket list? Check out the comprehensive coverage of ExactCare Extra®, with coverage for flight delays, flight cancellations, and missed connections.

Can I get ExactCare® even if I'm not going on a cruise or a tour?

And you're just staying at home watching the Travel Channel? Yeah, no. Now, if you're really asking if you can buy ExactCare® travel insurance to cover a trip that isn't an organized tour or cruise, the answer is yes. However, your unused prepaid expenses as well as new additional transportation expenses will be covered under your trip cancellation benefits.

I'm a last-minute sort of person. How long can I wait before buying ExactCare®?

You can buy any ExactCare® product up to 11:59 p.m. on the day before departure. And unlike some plans, ExactCare® travel insurance doesn't make you pay more the closer you get to your trip. However, you do get more benefits if you buy ExactCare® within 15 days of your initial trip deposit.

I'm traveling overseas. Is there anything different about buying ExactCare® for an overseas trip?

No. Just indicate your international destination on your application. If you're buying ExactCare Extra®, enter your flight itinerary to activate flight tracking and your full suite of benefits, including coverage for missed connections and flight delay and cancellation.

What if I don't know my airline/cruise line when I'm buying ExactCare®?

Leave it blank or check "Other," and fill in the blanks later. However, please note that if you're buying ExactCare Extra® you will have to fill in your flights in order to activate flight tracking and access your full suite of benefits, including coverage for missed connections and flight delay and cancellation.

I like doing things on my mobile device. Can I buy ExactCare® on a mobile device?

Absolutely.

I think I'm ready to buy. What's the best way to purchase ExactCare®/Value/Extra?

The best way to buy our entire travel insurance product line is right here.

If I use frequent-flyer miles to buy a ticket, or someone else pays for my trip, how does that affect my ExactCare® coverage and benefits?

Your travel insurance coverage levels won't change, as long as you save receipts showing the original cost of the trip. However, if you have a trip cost of $0 as a result of using frequent-flyer miles or having someone else pay for your trip, you won't have any trip cost to be reimbursed for under trip cancellation or trip interruption.

How does your medical coverage work?

It depends on how quickly you buy an ExactCare® product.

In most states, if you buy an ExactCare® product within 15 days of your first trip payment, our emergency travel medical coverage is primary. We pay first on the covered part of your medical bills. If you purchase after that 15-day window, the coverage could be secondary, meaning your other health insurance pays first. Your policy has specifics on how medical coverage is handled in your state.

What do you consider to be a pre-existing medical condition and how does that affect my coverage?

If you're being treated by a doctor for a medical condition before you buy your insurance, that's considered a pre-existing condition. In most states, pre-existing conditions are covered by all three ExactCare® products, as part of our emergency travel medical coverage, if you buy your policy within 15 days of your initial trip payment. One more thing: To qualify for pre-existing condition coverage, all the covered travelers have to be medically able to travel when they buy ExactCare, and the entire trip cost has to be insured.

How does trip cancellation and interruption coverage work?

If you, a family member or a traveling companion has your trip affected by a natural disaster, sickness, or injury, there's a good chance your ExactCare® product's trip cancellation and trip interruption coverage will be triggered. Read your travel insurance policy for a full list of covered reasons for trip cancellation/interruption.

How do ExactCare Extra®'s fixed benefits work?

Simple: If you have a flight delay and entered your flight itinerary when you bought ExactCare Extra®, our flight tracking will let us know when you have a problem. We'll file and pay your claim automatically. If your luggage is lost or delayed, use your mobile device to take a picture of your baggage-irregularity report. That'll start our fast claims process.

I've lost my visa.

That stinks. But we can help. Call us at  844-411-BHTP, email us at assist@bhtp.com, or start a live chat. We'll walk you through the steps, contact consulates on your behalf, and do whatever it takes to get you back on the go with a minimum of downtime.

What else do I get with my ExactCare® plan?

All ExactCare travel insurance plans come with worldwide travel assistance, so you're never stranded. We can handle everything from medical referrals to restaurant reservations to pet services. Call us at 844-411-BHTP .

AirCare Questions
What are the eligibility requirements for AirCare®?

The flight cannot already be affected in any way, it must depart sometime the following day or later, and all flight segments must be valid commercial airline flights.

For missed connection coverage on domestic flights, there has to be a minimum of 51 minutes between connecting flights.

We cover a maximum of two travel segments per calendar day and four per policy; that means Chicago-Denver > Denver-San Francisco would be okay, but Kalamazoo-Chicago > Chicago-Denver > Denver-San Francisco (if all those flights occurred in one day) wouldn't be.

Also, the customer, airline, airport, destination, and sales agent can't be on the government's blocked list; there can't be extreme weather taking place at the departure airport or destination at the time of scheduled travel; and the primary traveler must be 18 or older.

The weather's looking iffy. Can I still buy AirCare®?

If severe weather is forecast for your destination or along your flight path, or if your flight has a well-documented history of repeatedly being delayed or cancelled, you might not be able to buy AirCare®. If you want to know if your flights qualify for AirCare®, call us at 844-411-BHTP, start a live chat, or email us. Please note that policy and claim service hours are 7 a.m.-7 p.m. Central Time Monday-Friday. 

What's the best way to quote/purchase/modify an AirCare® policy?

The best ways to quote, purchase or modify an AirCare® travel insurance policy are through our website and our mobile app. You can download our mobile app for iPhone or Android. Otherwise, visit us online at bhtp.com or call 844-411-BHTP and we'll walk you through the process. (Policy and claim service hours are 7 a.m.-7 p.m. Central Time Monday-Friday.)

How is AirCare® different from travel protection I get through my credit card?

AirCare® is travel insurance specifically for flights; it lacks the travel-accident and accidental-death-and-dismemberment coverage of some credit cards, though we add tarmac delay. We don't make you use one credit card to buy everything for your trip, and because we're not a reimbursement plan we don't ask for receipts. We pay you fast*, let you tell us where you want claims payments deposited, and we're here to help with coverage and emergency assistance questions.

* Fastest payments when debit card or other EFT method is chosen as preferred payment method. Speed of transaction varies by processing financial institution.

I tried to buy AirCare® but was rejected.

Rejection stinks – but people might not be able to buy AirCare® for lots of reasons. They might be trying to buy it on their departure date. Their connections may be too tight. There may be a significant risk of severe weather. They may be trying to buy more than two flight segments in a day, or more than four total. If you have questions about your rejection, send us a message through our app, visit bhtp.com, email assist@bhtp.com, call 844-411-BHTP , start a live chat, tweet us @BHTPAssist, or send us a Facebook message. We'll work you through the process. (Policy and claim service hours are 7 a.m.-7 p.m. Central Time Monday-Friday.)

I have a reasonable connection, but AirCare® said the connection was too short.

Our standard for an acceptable flight connection is at least 51 minutes. If that seems short, remember that not all airports are created equal. A 30-minute connection in one airport, where flights are on time and gates are close by, is more than reasonable. An hour and a quarter in some airports is borderline. At minimum of 51 minutes is reasonable for most airports most of the time.

My flight wasn't listed. Can I still buy AirCare®?

Probably. Call us at 844-411-BHTP or email assist@bhtp.com and we'll try to get you covered. (Policy and claim service hours are 7 a.m.-7 p.m. Central Time Monday-Friday.)

Is AirCare really as simple as it sounds?

Yes! All you need is a valid itinerary and a payment method. We can help you through the process. Call us at 844-411-BHTP or email assist@bhtp.com. (Policy and claim service hours are 7 a.m.-7 p.m. Central Time Monday-Friday.)

EMAIL US YOUR CONCERNS.

If you're a customer and have questions that may include sensitive account information, please use our live chat. 

General Questions

Email assist@bhtp.com


Claims Questions

Email claims@bhtp.com

Sales Inquiries & Support

Email sales@bhtp.com


Partnership Opportunities

Email sales@bhtp.com

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