Claims Resource Center

Claims Process

A Step-by-Step Guide to the Claims Process for Atlas Travel®, Atlas Premium, Atlas Group®, Atlas MultiTrip, Atlas Nomads, and StudentSecure® Members

We hope you find our updated claims guide useful and enjoy an improved experience with the launch of our Member Portal (formerly known as Client Zone / Student Zone).

Please note that this step-by-step guide applies to domestic and international claims submitted both in-network and out-of-network. Our claims department processes claims based on the terms and conditions described in your policy.

Whether your provider will bill WorldTrips directly or you need to pay for medical treatment upfront, we have outlined the necessary steps for each scenario to ensure a smooth claims process. Learn how to navigate the claims process and what documentation you'll need and how to submit your claim.

IMPORTANT! If you have an Atlas Journey® or Atlas On-The-Go™ trip insurance plan, please see the FAQs section below. Use the filters to select "Trip Insurance" for the category and select "Claims" for the topic to learn about your claims process. 

You can find additional claims information for Atlas Journey and Atlas On-The-Go within the "Claim Provisions" section of the policy documents that we emailed to you. Visit the Policy Documents page to download another copy of the policy documents. 

Claims Process for Claims Incurred in the U.S. – If Your Provider Will Bill WorldTrips Directly

  1. Present your insurance ID card to your medical provider at the time of service.

    *Make sure you provide your name in the same format as provided for your insurance policy. You can see your insured name format on your ID card and fulfillment documents (these were sent to you upon purchase and can also be found in Member Portal). 

  2. Unless you are required to pay for medical treatment at the time of service, your provider will submit your claim directly to WorldTrips.

  3. WorldTrips will send you a letter notifying you that we have received your claim.

  4. We will also request a Claimant’s Statement and Authorization form or other information from you. If we do not receive the information requested from you within 45 days, your claim may be closed. Click here to learn how to submit the Claimant's Statement and Authorization form and other supporting documents to WorldTrips to file your claim.

    Once the fully completed Claimant’s Statement and Authorization form is received, WorldTrips may request medical records from your billing providers and/or any medical provider.

    *WorldTrips requests to receive this information from the provider(s) within 45 days of the original request.

    *If medical records are requested, you may reach out to the billing provider(s) and/or medical provider(s) to obtain copies—or submit the records you collected at the time of service to WorldTrips. However, this is typically the provider’s responsibility.

  5. WorldTrips will complete the claims process once we have all the necessary information.

  6. If the claim is deemed eligible, WorldTrips will secure any preferred provider discounts (if applicable).

Claims Process for Claims Incurred in the U.S. – If You're Required To Pay for Medical Treatment at the Time of Service

We encourage providers to bill us directly, rather than requiring immediate payment from you. While we are always willing to pay providers directly for eligible claims, we cannot guarantee that the provider will accept your proof of insurance at the time of service.
  1. Present your insurance ID card to your medical provider at the time of service.

    *Make sure you provide your name in the same format as provided for your insurance policy. You can see your insured name format on your ID card and fulfillment documents (these were sent to you upon purchase and can also be found in Member Portal).
     
  2. Ask your medical provider for your complete medical records from the visit as well as the receipt for your payment. Request an itemized bill with the following information:

    a. Provider name and address
    b. Provider tax ID (if U.S.-based)
    c. Your name, date of birth, and policy/certificate ID number
    d. Itemized charges
    e. DX (Diagnosis) code and CPT (Current Procedural Technology) code. These are the codes your physician’s office uses to tell our claims examiners which procedures, diagnoses, and services you received during your visit.

    *Keep your medical records, receipts, and itemized bills.

  3. You must complete, sign, and submit the Claimant’s Statement and Authorization form for every incident. Once we receive the fully completed Claimant’s Statement and Authorization form, WorldTrips may request medical records from your billing providers and/or any medical provider. Click here to learn how to submit the Claimant's Statement and Authorization form and other supporting documents to WorldTrips to file your claim.

    *If medical records are requested, you may reach out to the billing provider(s) and/or medical provider(s) to obtain copies—or submit the records you collected at the time of service to WorldTrips. However, this is typically the provider’s responsibility.

    *WorldTrips requests to receive this information from the provider(s) within 45 days of the original request.

  4. We will also request receipts, invoices, and/or itemized bills from you. You will have 45 days to send us the information.
    *Be sure to keep a copy of all submitted documents for your records.

  5. WorldTrips will complete the claims process once we have all the necessary information.

  6. If the claim is deemed eligible, WorldTrips will secure any preferred provider discounts (if applicable).

Claims Process for Claims Incurred Outside the U.S.

  1. Present your insurance ID card to your medical provider at the time of service.

    *Make sure you provide your name in the same format as provided for your insurance policy. You can see your insured name format on your ID card and fulfillment documents (these were sent to you upon purchase and can also be found in Member Portal). 

  2. Unless the provider will be billing WorldTrips directly, you will pay for treatment at the time of service.

  3. At the time of service, ask your medical provider for your complete medical records from the visit as well as the receipt for your payment.

    Also request an itemized bill with the following information:

    a. Provider name and address
    b. Your name, date of birth, and certificate ID number
    c. Itemized charges
    d. DX (Diagnosis) code and CPT (Current Procedural Terminology) code (these are the codes your physician’s office uses to tell our claims examiners which procedures, diagnoses, and services you received during your visit)

    *Keep your medical records, receipts, and itemized bills.

  4. You must complete, sign, and submit the Claimant’s Statement and Authorization form for every incident. Once we receive the fully completed Claimant’s Statement and Authorization form, WorldTrips may request medical records from your billing providers and/or any medical provider. Click here to learn how to submit the Claimant's Statement and Authorization form and other supporting documents to WorldTrips to file your claim.

    *If medical records are requested, you may reach out to your billing provider(s) and/or medical provider(s) to obtain copies—or submit the records you collected at the time of service to WorldTrips. However, this is typically the provider’s responsibility.

    *WorldTrips requests to receive this information from the provider(s) within 45 days of the original request.

  5. We will also request receipts, invoices, and/or itemized bills from you. You will have 45 days to send us the information.

    *Be sure to keep a copy of all submitted documents for your records.

  6. WorldTrips will complete the claims process once we have all the necessary information.

FAQs: WorldTrips' Insurance Plans

How Do I Register for a Member Portal Account?

Register for a Member Portal account. Here’s how:

1. Visit Member Portal at https://worldtrips.my.site.com/MemberPortal.
2. Under “Continue Sign In” click “First-time user? Register for an account.”

 member-portal-welcome-page

3. On the Register page, enter the email address you wish to use to sign into your account. This email does not need to match the email address associated with your policy.

Enter your policy number and select whether or not you are the insured or the insured’s legal guardian. Enter the insured’s first and last name as entered on the policy. (You can see how the insured’s name was entered on your ID card and fulfillment documents that were sent to you upon purchase.)

Enter the insured’s date of birth. Then choose a password. Follow the password instructions noted on the page.

Read and agree to the terms and conditions by checking the box. Then click the “Continue” button.

 member-portal-registration-page

 4. You will be taken to the Sign In page. Enter the email address and password you used to register your account and click “Sign In.”

 member-portal-sign-in-page-white

 

5. To add an additional layer of security when signing into your account, you will be prompted to choose your preferred multifactor authentication method.

Options Include:
a. Okta Verify - Click "Setup" if you wish to use a push notification sent to the mobile app

b. SMS Authentication* - Click "Setup" if you wish to enter a single-use code that is sent to your mobile phone

c. Voice Call Authentication* - Click "Setup" if you wish to follow voice instructions via phone

d. Security Question - Click "Setup" if you wish to answer a security question

 *Please be sure to use a method which you will have continual access to on your travels. Do not use phone numbers that will not work outside of your current service area.

 member-portal-multifactor-authentication-page

 6. Follow the setup instructions of your chosen multifactor authentication method. Then click “Finish.”

 7. On the resulting page, choose a "Forgot Password" question. Make sure you select a question with only one correct answer that is easy to remember.

 Type the answer into the blank box below "Answer." You will need this answer to access your account if you ever forget your Member Portal password and need to reset it.

 You may also choose to add a phone number for resetting your password or unlocking your account using SMS text message or a voice call if you don’t have access to your email.

 Click "Create My Account."

 member-portal-forgot-password-page

How Do I Submit a Claim?

You must complete, sign, and submit a Claimant's Statement and Authorization form (click here to download the form in Spanish) along with proof of claim (itemized bills, payment receipts, medical records, police reports, etc.) for every incident.

Filing a Claim on Behalf of Someone Else? If you are filing this claim on behalf of another person, you MUST fill out the section of the Claimant's Statement and Authorization form labeled "Supplement D - Authorization Form for Use and/or Disclosure of Protected Health Information" – also known as a HIPAA form. This section must be signed by the policyholder in order for us to speak with you regarding any of the policyholder's Protected Health Information (PHI). Without this signed form, we may only disclose to you the status of the claim.

You can complete and submit the Claimant's Statement and Authorization form along with supporting documents in one of the following ways:

- Via DocuSign within Member Portal (Most Efficient Approach)

1. Go to Member Portal (formerly Client Zone / Student Zone).
2. Log in to your account. If this is your first time using Member Portal, please click here to view instructions for registering your new account.

If you already have a Client Zone / Student Zone account, you do not need to register for a Member Portal account. Simply log in to Member Portal using your Client Zone / Student Zone login details.

3. Click "Claims and Appeals" in the main navigation menu.
4. Click “Submit New Claim Via DocuSign” button under the “Claimant’s Statement and Authorization Form” subheader in the “File a Claim” section and follow the instructions.

For more extensive step-by-step instructions, including screenshots, please see our “How to Submit a Claim” guide

Don’t Have Access to the Claims and Appeals Page? If you noted that you are not the insured or the insured’s legal guardian, you will see the Protected Health Information Authorization page in place of the Claims and Appeals page. Enter the insured’s email address and click “Send Request.” Once the insured has completed and submitted our HIPAA form, you will gain access to the Claims and Appeals page and have the ability to submit a claim within 3-5 days.

-By Mail
1. Download the Claimant's Statement and Authorization form.
2. Print, complete, and sign the form. Mail to: WorldTrips Claims Department PO Box 240358 Apple Valley, MN 55124 U.S.A. WorldTrips is also happy to fax, e-mail, or mail the form(s) to you upon request.

Important Note for Students
For eligibility purposes, you must submit the following along with a Claimant's Statement and Authorization form:
- A copy of your education-related visa (F-1, J-1, OPT, etc.) or valid I-20/DS2019
- Proof of full-time student status (not necessary if submitting a valid F-1 visa including OPT, or J-1 visa)

Can I Submit a Claim on Behalf of Someone Else?

Yes, you may submit a claim on behalf of someone else, but you must fill out the section of the Claimant's Statement and Authorization form labeled "Supplement D - Authorization Form for Use and/or Disclosure of Protected Health Information" - also known as the HIPAA form. We must have a completed copy of this form signed by the policyholder if you wish to speak with us regarding any of the policyholder's Protected Health Information (PHI). Without this signed form, we may only disclose to you the status of the claim. If you have already submitted a claim and you did not complete this section OR if WorldTrips has requested that you submit the Authorization Form for Use and/or Disclosure of Protected Health Information (HIPPA), you do not need to fill out another claim form. 

How Do I Submit the Authorization Form for Use and/or Disclosure of Protected Health Information (HIPPA Form) If I Did Not Complete This Section of the Claim Form?

If you have already submitted a claim on behalf of someone else and did not complete this section OR if WorldTrips has requested that you submit the Authorization Form for Use and/or Disclosure of Protected Health Information (HIPAA), you do not need to fill out another claim form. You can submit the HIPAA form separately in one of the following ways:

- Electronically via Member Portal

  1. Go to Member Portal.
  2. Log in to your account. If this is your first time using Member Portal, please click here to view instructions for registering your new account.

If you already have a Client Zone / Student Zone account, you do not need to register for a Member Portal account. Simply log in to Member Portal using your Client Zone / Student Zone login details.

  1. Click "Claims and Appeals" in the main navigation menu.

If You See the Protected Health Information Authorization Page:

- Because you selected that you are not the insured or the insured's legal guardian upon registering for Member Portal, you do not yet have access to the Claims and Appeals page.
- Under the "Protected Health Information Authorization" header, enter the insured's email address and click the "Send Request" button.
- The insured will receive an email with a link to complete, sign, and submit the HIPPA form via DocuSign. You will gain access to the Claims and Appeals page and will be able to see the status of any pending claims within 3-5 days of the date the policyholder completed and submitted the form.

If You See the Claims and Appeals Page:

- Click the "Fill Out and Submit Via DocuSign" button under the "Authorization Form for Use and/or Disclosure of Protected Health Information (HIPPA)" subheader in the "File a Claim" section.
- Enter the insured's name and an email address and click the "Begin Signing" button.
- Click the yellow "Continue" button, fill out the form and the required information (as noted by the red boxes); have the policyholder sign the form, and click the yellow "Finish" button.
- Clicking "Finish" submits the document and sends a PDF of your signed Authorization Form for Use and/or Disclosure of Protected Health Information to the email address entered. Download or print a copy of your completed form for your records. If you do not receive a confirmation email with your completed form attached within 24 hours, please contact WorldTrips to make sure your form was properly submitted.

- By Mail
  1. Download the Authorization Form for Use and/or Disclosure of Protected Health Information.
  2. Print, complete, and have the policyholder sign the form.
  3. Mail to:
    WorldTrips Claims Department
    PO Box 240358
    Apple Valley, MN 55124
    U.S.A.

When and How Will I Receive My Fulfillment Documents?

During the checkout process, you will have the option to receive your ID cards and other fulfillment documents by:

  • Email only OR by
  • Email and hard copy

If you select “Email only,” you will receive your ID cards and fulfillment documents by email as soon as your application has been processed and your credit card has been approved. This typically takes a few minutes or less.

If you select “Email and hard copy,” you will receive your ID cards and fulfillment documents by email as soon as your application has been processed and your credit card has been approved. You will also receive hard copies of your ID cards and fulfillment documents by mail to the address you entered on your application.

How Long Do I Have to File a Claim?

You must report a claim to us within 30 days of a loss occurring, or as soon as reasonably possible. You or someone on your behalf may provide the notice, which must include enough information to identify you. You must provide proof of loss within 90 days of the date or loss, or as soon as reasonably possible. Proof cannot be provided more than 12 months from the time it is otherwise required, except in the absence of legal capacity.

What If I Do Not Agree with a Claim's Denial?

There may be situations when you choose to appeal how a claim was processed. You may appeal your claim decision using one of the following methods:

Submit the Claimant Appeal Request Form Via DocuSign within Member Portal:

  1. Sign into Member Portal. You will be presented with your Member Portal home page.
  2. Click “Claims and Appeals” in the main navigation menu at the top of the page. You will be presented with the Claims and Appeals page.
  3. Switch the toggle at the top of the page under the “Claims and Appeals” header from “Claims” to “Appeals.”
  4. To file an appeal via DocuSign, click the “Fill Out and Submit Via DocuSign” button under the “Claimant Appeal Request Form” subheader in the “File an Appeal” section.
  5. Enter your name and email address on the PowerForm Signer Information page and click the “Begin Signing” button.
  6. Click the yellow “Continue” button to the right.
  7. Fill in all the required information on the form (as indicated by the red text boxes) and sign everywhere a signature is required (as indicated by the yellow “Sign” boxes).
  8. Attach your supporting documents (medical records, receipts, itemized bills, etc.), if necessary, at the bottom righthand corner of the page via the yellow attachment boxes. If you have more than 3 attachments or exceed the 5MB attachment limit, see instructions for submitting additional documents here.
  9. When you are done, click the yellow “Finish” button at the bottom of the page. Clicking “Finish” submits your documents and sends a PDF of your signed Claimant Appeal Request Form to your email.
  10. Download or print a copy of your completed form for your records. If you do not receive a confirmation email with your completed form attached within 24 hours, please contact WorldTrips to make sure your form was properly submitted.

Want more detailed instructions including screenshots? See the “Claimant Appeal Request Form Submitted Via DocuSign within Member Portal (Most Efficient Approach)” section of our Claims Resource Center page.

Submit the Claimant Appeal Request Form Via Email or Mail
  1. Download the Claimant Appeal Request Form (click here to download the form in Spanish).
  2. Fill out the form and email it, along with additional documentation that supports your reasoning and position (medical records, receipts, itemized bills, etc.), to appeals@worldtrips.com. OR Mail the form and supporting documents to:
    WorldTrips Appeals
    PO Box 240358
    Apple Valley, MN 55124
    U.S.A

Submit a Written Appeal Letter Via Email or Mail

  1. Write a letter of appeal following the appeal procedure instructions outlined in your policy documents/certificate of coverage.
  2. Email this written letter of appeal, along with additional documentation that supports your reasoning and position (medical records, receipts, etc.), to appeals@worldtrips.com. OR Mail the form and supporting documents to:
    WorldTrips Appeals
    PO Box 240358
    Apple Valley, MN 55124
    U.S.A

IMPORTANT! In order for our claims department to review the appeal, you must provide additional documentation or information to support a reversal of the denial. Please note that submission of the appeal will lead to re-evaluation of your claim but does not guarantee that the initial benefit determination will be altered.

Why Am I Receiving So Many Letters?

For each claim we receive, we will send you an acknowledgement letter notifying you that we have received your claim. The acknowledgement letter will also notify you of any additional information that we need or information that is still outstanding from a prior request. Additionally, each time we request information from you or your medical providers, we will send you a letter to notify you of the request.

What Is Included in the Fulfillment Documents?

Your fulfillment documents will include:

Instructional Information

  • How to seek medical treatment
  • How to file a medical claim
  • How to access Member Portal (our online self-service portal where members can manage their policies)
  • How to contact WorldTrips

Declaration Page

  • Link to the Description of Coverage for your policy
  • Name, address, ID number, and citizenship of the insured
  • Policy start and end dates and length of coverage
  • Certain policy details including plan name, overall maximum limit, maximum per injury/illness, deductible, and any optional coverage elected
  • Purchase date, payment type, and amount paid
  • Name and address of plan administrator

Policyholder/Certificate Holder Notice

  • Important notice about OFAC sanctions

European Union GDPR Data Protection Notice (Note that you will only receive this notice if you are a citizen or resident of the European Union OR if you are a visitor traveling to the European Union)

  • Information about our privacy policy
  • How we use your personal and sensitive information and who we may disclose it to
  • Information about your data protection rights
  • How to opt out of marketing communications or withdraw your consent

ID Card

  • Name of insured(s)
  • Certificate/policy number and effective date of coverage
  • Instructions on how to file a claim
  • Name and logo of PPO network
  • Instructions on how to find a provider

Learn more about your ID card here.

How Do I Access My Visa Letter?

You can access your visa letter by signing into your Member Portal account. Click “Policy Information” in the main navigation and click the box labeled “Download Visa Letter.” Need help registering a Member Portal account or adding a policy to your account? See our Claims Guide.

What Information Is Included in the Visa Letter?

Your visa letter will confirm that your Atlas Travel or Atlas Group policy satisfies Schengen visa health insurance requirements. It will also include the following information:
- Your name
- Your home country and citizenship
- Your destination country or countries
- Your certificate (policy) number
- Your policy’s effective date
- Your policy’s termination date
- An overview of your policy details, including your overall policy maximum, maximum per injury/illness, and deductible
- An overview of important benefits and their coverage amounts
- WorldTrips contact information

How Does My Deductible Work?

Deductible means the dollar amount of eligible expenses, as specified in your policy’s Schedule of Benefits and Limits, that you must pay before eligible expenses are paid. You only have to pay your deductible one time during the period of time your policy is active. For example, let’s say you have an Atlas Travel policy and you’ve chosen a $100 deductible. You break your leg while traveling abroad and need to have surgery, which requires a short hospital stay. You would need to pay your $100 deductible before your benefits, such as Hospital Room and Board, would kick in. Once your $100 deductible is paid, your Atlas Travel plan would begin to pay 100% of your eligible expenses up to your plan’s overall maximum limit. Note that some benefits are not subject to the deductible, as specified in your policy’s Schedule of Benefits and Limits. This means you would not be required to pay the deductible before any benefits that are not subject to the deductible would be activated.

IMPORTANT! Member Portal (formerly known as Client Zone / Student Zone) is our new and improved online portal where policyholders can manage their WorldTrips insurance plans.

If you currently have a Client Zone or Student Zone account, there is no need to register for a Member Portal account. Simply enter your Client Zone / Student Zone details on the Member Portal welcome page to enjoy an improved experience.

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WorldTrips is a service company and a member of the Tokio Marine HCC group of companies.

WorldTrips’ Atlas Travel Series and StudentSecure international travel medical insurance products are underwritten by Lloyd's. WorldTrips has authority to enter into contracts of insurance on behalf of the Lloyd's underwriting members of Lloyd's Syndicate 4141, which is managed by HCC Underwriting Agency, Ltd.

WorldTrips' Atlas Journey, Atlas Cruiser, and Atlas On-The-Go trip protection insurance products are underwritten by Tokio Marine HCC's U.S. Specialty Insurance Company (USSIC). USSIC is a Texas-domiciled insurance company operating on an admitted basis throughout the United States. Coverage is available to U.S. residents of the U.S. states and District of Columbia only. This plan provides insurance coverage that only applies during the covered trip. You may have coverage from other sources that provides you with similar benefits but may be subject to different restrictions depending upon your other coverages. You may wish to compare the terms of this policy with your existing life, health, home, and automobile insurance policies. Coverage may not be available in all states.

In the State of California, operating as WorldTrips Insurance Services. California Non-Resident Producer License Number: 0G39705