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Frequently asked questions
How does the Just in Case webapp works?
It is quite simple. To simulate your travel insurance, simply enter the details of your trip. If you want access to all of the application's features, all you need to do is register and enter the details of a trip, indicating the destination and the duration.
How can I register?
All you need to do is enter your mobile phone number, the confirmation code you received via text and accept the General Conditions of Use, as well as the Privacy and Personal Data Protection Policy.
I’m having trouble registering. What should I do?
Make sure you have an active Internet connection. If you still can't register, contact us on +351 217 948 780 (national landline).
Who can take out a Just in Case travel insurance policy?
Any person over 18 (eighteen) and up to 75 (seventy-five) years of age may be a policyholder.
Any person up to the age of 75 (seventy-five) can be an insured person. In the case of Insured Persons under 18 (eighteen) years of age, the policyholder must be of legal age and a member of the household.
Both the policyholder and the Insured Persons must reside in Portugal and have a Portuguese Tax Number (NIF).
Can I take out an insurance policy for more than one person?
Yes, you can take out a Just in Case insurance policy for more than one person, as long as they all belong to the same household. If you're travelling with other family members who are not part of your household, or with friends, they each need their own Just in Case insurance policy.
Can I take out an insurance policy at any time during my trip?
To take out your Just in Case travel insurance policy, you must be in Portuguese territory (mainland Portugal or the Autonomous Regions of the Azores and Madeira) before you start your trip.
What is the maximum trip duration I can insure?
You can take out Just in Case travel insurance for trips of up to one (1) year.
How can I pay for the insurance I've taken out?
You can pay for your Just in Case travel insurance directly through the app, via MB Way or bank card.
When does my insurance policy become active?
Your insurance policy becomes active the day after you take it out, provided that the premium has been successfully paid. If you take out the policy in advance, you'll be able to take advantage of the Traveller's Check-up before your trip, which requires booking in advance and is only available on working days. If you're advised to take any medication or any vaccinations, you'll also need to do so before the start of your trip. The policy must also be taken out in advance if you want to cancel your trip.
Coverages aimed at the risks of the trip itself will only be effective from the date of departure and in the countries of destination you have indicated.
If you take out the insurance policy on the day you are travelling, it will become active from the moment you take it out. You can check the start date and time on the Single Insurance Document.
What is the deductible?
The deductible is the amount that you are responsible for in the event of a claim. This amount and the method used to calculate it are set out in the Special Conditions.
What should I do in the event of a claim?
In the event of a claim, and before you incur any expenses, contact our Assistance Service, available 24 hours a day, 365 days a year, on +351 214 238 416 (national landline), so that we can tell you how to proceed.
This immediate contact is essential so that you can take advantage of all your insurance coverages. Assistance coverages do not operate on a reimbursement basis but rather through direct service. This means that when you contact our Assistance Service, you will be directed to Fidelidade's international partner network, ensuring the necessary support without the need for upfront payment.
For other coverages that operate under a reimbursement system, the Assistance Service will inform you of the next steps and the required documentation.
Can I purchase travel insurance with a corporate NIF?
No, Just in Case only issues policies for individual NIFs. The policyholder must always be a natural person and not a corporate entity. If you need travel insurance for a company or organization, we recommend contacting the Customer Support network directly for more information.
How can I request assistance?
If you need assistance, call the number + 351 214 238 416 (national landline) or request help via the Fidelidade Assistance app, which is free of charge and allows us to locate you quickly and know exactly where you are. Our team is available to help you 24 hours a day, 365 days a year.
If I have taken out insurance, what is included in the assistance?
If you take out a Just in Case travel insurance to protect you while travelling in Portugal, it includes, among other things, the following assistance coverages (which only apply in the event of an accident):
• Medical video check-up;
• Unlimited emergency transport;
• Extension of stay;
• Rescheduling of the return trip;
• Monitoring of the hospitalised insured person.
If you take out a Just in Case travel insurance to protect you while travelling outside Portugal, it includes a wider range of coverages (which activate in the event of an accident or sudden illness), such as:
• Medical video check-up;
• Medical, pharmaceutical and hospitalisation expenses abroad in the event of an accident or sudden illness;
• Dental expenses abroad in the event of an accident;
• Unlimited emergency transport;
• Delivery of emergency medicines;
• Interpreter in the event of hospitalisation;
• Extension of stay;
• Repatriation or medical transport in the event of an accident or illness;
• Missing flight connections;
• Early return of the insured person;
• Monitoring the hospitalised insured person;
• Loss of identification documents;
• Delivery of personal belongings or documents forgotten abroad;
• Rescheduling of the return trip.
You can check all the coverages included in the General and Special Conditions, as well as in the Pre-Contractual Information.
What is the Just in Case® Lounge?
The Just in Case® Lounge is a service that provides access to the airport lounge if your flight is delayed.
How does it works?
Register your flight with the Just in Case® Lounge before your trip. If the airline announces a delay of 60 minutes or more, you will receive a LoungeKey™ voucher which grants you access to a lounge at the airport where you are.
Who is eligible for this benefit?
All policyholders who have taken out Just in Case travel insurance and who have registered their flight at least 6 hours in advance. The benefit is available to the policyholder and a maximum of 5 additional passengers, who may or may not be insured persons but who are on the same flight(s) as the policyholder. The name(s) of the additional passenger(s) must be specified as part of the registered trip and they must be travelling on the same flight as the main policyholder.
How is a delay calculated?
Delays are based on reports of delays at the boarding gate of airlines and airports provided by FlightStats (our external flight data tracker). If FlightStats reports an admissible delay, the system will issue the lounge vouchers. A delay is considered admissible whether it concerns a single announcement or as a result of several individual announcements that together reach 60 or more minutes.
Which flights can I register?
FlightStats is able to monitor most flights from the main commercial airlines, but there may be limitations if the companies don't report data regularly. It is not possible to register flights from a company that does not report data: the system will inform you of this fact. You'll have to register departure flights, flight connections and return flights.
When can I register my flight?
You can register the flight at any time after the flight has been booked and no later than 6 hours before departure time.
Can I only register the flight through the website?
Yes, registration is only available through the website, which you can access via computer or mobile phone.
Do I need to register a child?
Each lounge has its own child admission policy. Check the lounge policies from departing airports in order to confirm whether you should register children. You can find information about the lounges athttps://loungefinder.loungekey.com/Pass. If the lounge doesn't accept children, you needn't register them, as they won't be accepted according to the regulations. If the lounge allows children under two to enter free of charge, you don't need to register them.
What should I do if I don't receive the registration confirmation e-mail?
Contact our customer support through the number +351 217 948 780 (national landline) or via email to: justincase@fidelidade.pt
Can I change my e-mail address after registering?
If you need to change the e-mail address used to register, you will have to cancel the current registration and create a new one.
Can I change a flight registration?
To make changes to your flight registration, you will have to cancel the current registration and make a new one. Use the cancellation link in the registration confirmation email you received. Registrations can only be cancelled up to 6 hours before the flight's departure time.
Under what conditions can I receive a lounge voucher?
You will receive a voucher to access the lounge when the following conditions are met:
• You registered your flight 6 hours prior to departure time.
• The airline has announced a delay that meets or exceeds the admissible delay limit (60 minutes).
• The departure airport where the delay has occurred has a LoungeKey™ lounge available.
• Flights that are cancelled or rescheduled for the following day (24 hours after the flight's scheduled departure time) will not be admissible as delayed and will be dealt with by the airline directly through its own compensation process.
How can I access my vouchers?
Vouchers will be sent to the email address used to register and to the associated mobile phone number. To access your vouchers, you need a smartphone with a PDF document reader and internet access. Keep in mind that data roaming charges may apply if you use your mobile data service.
When do my vouchers expire?
Vouchers will be valid for 3 months after being issued.
How do I find the airport lounge?
The email with the lounge voucher contains instructions on how to locate the lounges available at the airport. There's also a link to the LoungeKey lounge finder in the email you'll receive with your lounge voucher attached. You can click it to check the lounge's details, such as its location and access conditions.
How can I access the lounge?
When you are entitled to a lounge pass, the system will notify you via text message, which will included a link to your lounge voucher(s), along with an email containing a PDF attachment. If you have registered travelling companions, you will receive multiple PDF attachments in a single email and text message, with each PDF being a lounge voucher for each passenger. Each PDF contains a LoungeKey™ voucher with a unique QR code that grants access to the airport lounges. You can choose to forward the lounge vouchers to your accompanying passengers so that they can access the lounge without you having to be physically present.
What do I do if my voucher doesn't work or is deemed invalid?
Contact our customer support through the number +351 217 948 780 (national landline) or via email to: justincase@fidelidade.pt
Can my voucher be resent if I accidentally delete the e-mail?
Contact our customer support through the number +351 217 948 780 (national landline) or via email to: justincase@fidelidade.pt
How do my accompanying passengers get their vouchers?
All vouchers issued are sent directly to your registration e-mail (Just in Case® Lounge customer). A text message is also sent to the registered mobile phone number. You can choose to forward the vouchers to your accompanying passengers so that they can access the Just in Case® Lounge without you having to be physically present.
Why was I refused entry to a lounge?
Entry to a lounge may be refused, even with valid vouchers, if any of the following situations occur:
• the lounge is closed when the delay occurs. In that case, look for alternative lounges that may be available.
• the lounge is already at full capacity. In that case, look for alternative lounges that may be available.
• the passenger's name on the boarding pass does not match the name on the lounge voucher. Unfortunately, there is no alternative to this situation.
• You or a member of your group did no comply with the terms and conditions of the lounge. In that case, look for alternative lounges that may be available.
Why doesn't Just in Case® Lounge support all flights?
Not all airlines disclose flight data on time and with the accuracy required for Just in Case® Lounge to issue lounge access vouchers. As such, Just in Case® Lounge does not allow you to register flights from airlines that do not regularly provide data, in order to ensure the best possible experience for our customers.
Why didn't I receive my voucher when my flight was delayed?
The airline must report the information regularly to FlightStats. If the delay is not reported, Just in Case® Lounge will not be able to monitor the flight or issue the voucher.
I'm entitled to a voucher, but I haven't received it yet. Can it still be issued?
Contact our customer support through the number +351 217 948 780 (national landline) or by sending an email to: justincase@fidelidade.pt. It may not be possible to issue a voucher immediately, but the team will assess the possibility of issuing a new voucher for future use.
What happens if the information provided at the airport doesn't match the information provided by the airlines?
The voucher will only be issued if the airline reports the flight information accurately to FlightStats. If this is not the case, the flight delay may not trigger the voucher to be issued.
Help
Do you have any questions or concerns that we can help you with? Give us a call!
Weekdays from 9am to 8pm. Call to national landline network.