Help - Just in Case

It is very simple, in order to simulate a travel insurance plan for your trip simply insert your trip’s details. In case you want to have access to all app features, you have to register and insert the details of your first trip by indicating the destination and duration.

You only have to insert your phone number and the confirmation code you received by text, and accept the General Terms of Use and the Privacy and Data Protection Policy.

Make sure you have an active Internet connection. If you are still not able to register, contact us at +351 217 948 780 (national fixed line).

In case you need assistance, call +351 214 238 416 (national fixed line). Our team is available to help you 24 hours a day, 365 days a year.

If you purchase a Just in Case travel insurance to protect you during your trip in Portugal, it includes, among other coverages, the following basic assistance coverage:
• Medical video consultation;
• Unlimited emergency transport;
• Extension of stay;
• Reorganization of the return trip;
• Accompaniment of the hospitalized insured person.
If you purchase a Just in Case travel insurance to protect you during your trip outside Portugal, it includes a wider range of coverages, such as:
• Medical, pharmaceutical and hospitalization expenses abroad in case of accident or sudden illness;
• Dental expenses abroad in case of accident;
• Unlimited emergency transport;
• Interpreter in case of hospitalization;
• Repatriation or medical transport in case of accident or illness;
• Loss of air connections;
• Early return of the insured person;
• Accompaniment of the hospitalized insured person;
• Loss of identification documents abroad;
• Reorganization of the return trip.
You can consult all the coverage included in the General and Special Conditions, as well as in the Pre-Contratual Information.

Travel in Portugal

In Portugal the insurance does not cover medical expenses in case of illness.

However, if you live in mainland Portugal and stay in prophylactic isolation, for example in the Autonomous Regions of the Azores or Madeira or elsewhere in mainland Portugal, you can activate, among others, the Extension of Stay to cover additional accommodation and food expenses, as well as the reorganization of the return trip to your usual residence, bearing the respective costs, with the change or purchase of a new ticket in the available means of transport.

To activate any of these coverages, you must immediately contact the Assistance Service that will give you instructions. Any expenses not previously authorized by the Assistance Service will not be reimbursed.

Travelling Abroad

In case you contract COVID-19 during the trip abroad, insurance provides comprehensive protection, including, for example:
• Medical, pharmaceutical and hospitalization expenses, including intensive care if necessary, as well as medically prescribed diagnostic tests;
• Interpreter in case of hospitalization;
• Expenses with accommodation and food in case of extension of stay due to imposition of prophylactic isolation for having contracted COVID-19 or for suspected infection;
• Following the activation of the Extension of Stay guarantee, the reorganization of the return trip to the country of origin is guaranteed, bearing the respective costs, with the change or acquisition of a new ticket in the available means of transport;
• Accompaniment if you are hospitalized due to COVID-19 and your transport or repatriation is not advisable, guaranteeing the expenses for the stay in a hotel for a family member or other accompanying person who is present on site;
• Assistance to the companions of the insured person hospitalized abroad, if they cannot return by the means initially foreseen;
• Transport after death, in case of death by COVID-19, bearing the cost of formalities on the spot and the costs of transporting the body to the place of burial.

Note: Some coverages may be limited because of the imposition of restrictive measures in case of declaration of an epidemic or pandemic of an infectious disease.

This coverage does not cover cases in which isolation is imposed as a prophylactic measure due to suspected infection by COVID-19.

• Reimbursement of expenses arising from the cancellation or interruption of the trip for any reason related to COVID-19, if you have not contracted the optional coverage of Trip Cancellation or Interruption;

• Assistance abroad is ensured with the limitations arising from the imposition of restrictive measures in case of declaration of an epidemic or pandemic of an infectious disease, if you are infected or show symptoms of the disease;

• The COVID-19 tests required to enter the country of destination or on return to Portugal. Only tests carried out within the scope of a medical prescription for this purpose are covered.

This information does not exempt you from consulting the legally required pre-contractual and contractual information.

Just in Case® Lounge is built to track almost all major commercial airline flights, but there are limitations against airlines/airports that do not report data regularly. You can register any flight where the airline accurately reports the announcement to FlightStats. If you try to register a flight that does not meet these conditions, the system will inform you of this and you will not be able to register. Each flight of a journey with multiple connections requires its own registration.

You can register at any time once a flight has been scheduled (typically up to 364 days in advance) and no later than 6 hours prior to the flight’s scheduled departure.

Yes, registration is only available via the website, which you can access via computer or mobile phone.

Each individual lounge has its own policies on the admission of children. Please check the policies of the lounges at the airport you are flying from to determine whether you should register for your child. You can refer to lounge information online at https://loungefinder.loungekey.com/Pass.If the lounge does not accept children, please do not register your child as he/she will not be accepted, as per the lounge regulations. If the lounge allows entry for children under two years old without payment, you will not need to register the child.

To make changes on your existing flight registration, please cancel via the cancellation link found in your confirmation email and re-register the flight with new details. Please note this will only be allowed at least 6 hours prior to the flight’s scheduled departure.

Please contact customer support on +351 217948780 (national fixed line) or by e-mail: justincase@fidelidade.pt.

If you want to change the e-mail address used for registration, you will have to cancel the current registration and make a new one.

You will receive a lounge access voucher when the following conditions are met:

- You have checked in for your flight.

- The airline has announced a delay that meets or exceeds the qualifying delay limit (60 minutes)

- The departure airport where the delay occurs has a LoungeKey ™ network lounge available.

- Flights that are cancelled or rescheduled for the following day (24 hours after the flight's scheduled departure time) will not be considered delayed and will be dealt with by the airline directly through its own compensation process.

The email containing the lounge voucher will contain instructions for locating the available lounges in the airport. There is also a link to the LoungeKey lounge finder on the email you will receive with your lounge voucher attached, which you can click to look up lounge details such as location and access conditions of the lounges.

When you are entitled to an airport lounge voucher, the system will send you an SMS notification including a link to your lounge voucher/s, along with an email with a PDF file attached. If you have registered travel companions, you will receive multiple PDF attachments in a single email and SMS, each PDF being a lounge voucher for each passenger. Each PDF contains a LoungeKey™ voucher with a unique QR code that provides access to the participating lounges at your airport. You may choose to forward the lounge vouchers to your additional passengers so that they can access the lounge without your physical presence.

Please contact customer support on +351 217948780 (national fixed line) or by e-mail: justincase@fidelidade.pt.

Please contact customer support on +351 217948780 (national fixed line) or by e-mail: justincase@fidelidade.pt.

Each individual lounge has its own policies on the admission of children. Please check the policies of the lounges at the airport you are flying from to determine whether you should register for your child. You can refer to lounge information online at https://loungefinder.loungekey.com/Pass. If the lounge does not accept children, please do not register your child as he/she will not be accepted, as per the lounge regulations. If the lounge allows entry for children under two years old without payment, you will not need to register the child.

All vouchers are issued directly to the main customer and will be sent to the registered email address. An SMS is also sent to the registered mobile number. You may choose to forward the lounge vouchers to your additional passengers so that they can access the lounge without your physical presence.

You might be denied entry to a lounge, even with the lounge vouchers, if any of the following happens:

• The lounge is closed when the delay occurs. In this case, please approach alternative lounge/s if available.
• The lounge is already at full capacity. In this case, please approach alternative lounge/s if available.
• The passenger name on the boarding pass does not match the name on the lounge voucher. Unfortunately, in this case, no alternative offer will be available.
• You or a member of your group does not meet the lounge terms and conditions (such as minimum age, or dress code). In this case, please approach alternative lounge/s if available.

Your lounge voucher will be delivered to your registered email address and mobile number. To access your lounge voucher, you will need a mobile device that is able to download and open PDF attachments. Please note that data roaming charges may apply if you utilize your data service.

Vouchers will be valid for 3 months after issue.

Not all airlines provide timely and accurate flight tracking data which is necessary for Just in Case® Lounge to trigger compensation and issue lounge vouchers. As such, Just in Case® Lounge restricts registrations for airlines/airports that do not provide reliable tracking data. This is done to ensure the best possible experience for customers.

The airline must report the information correctly via our 3rd party data provider, FlightStats. If they do not accurately report the delay, then Just in Case® Lounge cannot track the delay or issue the lounge voucher.

Please contact customer support on +351 217948780 (national fixed line) or by e-mail: justincase@fidelidade.pt. It may not be possible to issue you one immediately, but another may be provided for future use.

The benefit will only be issued if the airline accurately reports the announcements to FlightStats. If this does not occur, the delay is not captured and will not trigger the system to issue the benefit.

The airline must report the information correctly via our 3rd party data provider, FlightStats. If they do not accurately report the cancellation, then Just in Case® Lounge cannot track the delay or issue the lounge voucher.