Travel insurance coverage questions and claims

Written by Elliott (SI), VP, Risk Intelligence · Updated 2026-10-05

Faye answers questions about what your travel insurance covers, and it handles all claims. You file a claim with Faye, in the Faye app.

Defera offers Faye's plans as a travel retailer and isn't a licensed insurance agent. That means we can describe the plans and their price, but we can't say whether a particular situation would be covered. Faye can give you a real answer.

How do I reach Faye?

Claims are filed with Faye, in the Faye app.

What should I ask Faye?

Faye is the right place for questions like these:

  • whether a particular situation, medical condition, trip, delay or claim would be covered
  • pre-existing conditions
  • what the terms in your plan mean
  • when your coverage starts, and what it covers
  • how a claim will be decided
  • questions specific to the state you live in, since Faye's plans, coverage and terms can vary by state of residence

What about insurance I already have?

If you have questions about insurance you already have, such as health, home or auto coverage, contact that insurer, or your insurance agent or broker.

What can Defera help with?

We're glad to help with the parts that are about your Defera trip:

  • adding travel insurance, and how its price fits into your payments
  • your payment schedule and your card on file
  • what happens to the travel insurance part when you change your flight or cancel your trip

For any of these, or if you're not sure whether a question is for us or for Faye, chat with the Defera Concierge, our AI concierge. For coverage questions and claims, it gives you Faye's contact details.

Where's my policy number?

Faye issues your policy before you travel, and your policy number appears on your trip page once your trip is paid in full. Until then, your trip page shows the plan as included, which is normal.

If you hear from Faye directly, for example with policy documents, questions about them go to Faye.

Related articles