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FAQ

Programs and Coverage

Q: Do I need to be a member of DiveAssure before buying a program?  

A: Membership fees are included in the price of the programs. You become a member upon purchase.

Q: How do I create a DiveAssure account?

A: When registering to one of our membership plans, you will be asked for an email address and a password. At the end of the process your account will be automatically created and you will receive a welcome email with your login details.

Q: How are DiveAssure’s travel programs different?

A: As opposed to other travel insurance programs, our dive-travel programs include full diving accident medical coverage and other unique benefits for divers such as lost diving days and our exclusive Liveaboard Rider. Divers not carrying a separate diving accident program will still benefit from full coverage with our dive-travel programs. Please note that our travel insurance plans will only cover you while diving and traveling outside your country of residence.

Q: Do the programs have a depth limit?  

A: DiveAssure has no depth limits (as long as standards and protocols are followed and the diver is certified accordingly). Diving to a depth past your certification level will not be covered.

Q: How much do chambers and evacuation cost?

A: Chamber and evacuation costs can be quite costly and vary depending on the extent of the injury and the distance required to evacuate a member.  

Q: Does DiveAssure work with a pre-approved list of service providers?

A:  We are able to provide payment to all service providers.

Q: What do you mean by “country of residence”?

A: Country of residence is the country where you spend at least 180 days per year, regardless of nationality or passport.

Q: Do the DiveAssure plans have age limitations?

A: The DiveAssure diving accident plans provide coverage to divers from at least 8 years of age but no more than 75 years of age.  Under our dive-travel plans, we welcome young travelers from age 2 weeks and up.

Q: Can I purchase your programs even if I am not diving?

A: Yes. Our travel programs offer cancellation, interruption and other travel coverages as well as non-diving medical coverage. Travel insurance exists to protect your investment, and cover your medical bills if things go wrong. It will also cover your lost luggage, trip delays, missed connections and much more.

Q: If I use frequent flyer miles to purchase a ticket, do I include the ticket as part of my trip cost?

A: No. You should only include non-refundable expenses for which you have proof of purchase.

Q: How much does travel insurance cost?

A: Premiums for our travel programs are calculated based on cost of trip, duration and age of the member, therefore, prices vary. Our online quote system found on the homepage of the DiveAssure website, www.diveassure.com, provides quick and easy quotes.  

Q: I think I’m ready to buy. What’s the best way to purchase a program?

A: In order to purchase a program you can either register yourself online using our quote system found on the homepage of the DiveAssure website, www.diveassure.com, or call our customer support team on the national numbers indicated on our website .

Q: What is the right time to purchase travel insurance?

A: Be sure to purchase travel insurance as soon as you put down the first deposit for your trip. This will protect your investment.

Q: When is it too late to buy travel insurance?

A: You can purchase travel insurance up to 24 hours before departure. Please note that some benefits may not apply if you purchase coverage up to 14 days before departure. Please review the full terms and condition of the relevant program for details.

Q: Is there a discount available for non-diving trips?

A: Yes, our single-trip travel insurance programs are offered at a discounted rate for non-diving trips or non-diving family members.

Q: Can I register a group?

A: Yes. Groups of ten or over receive a 10% discount. To register a group we still require all member info, including name, date of birth, address, phone and email. For details and registration please contact us.

Q: How do I choose cancellation amount? What is included?

A: When choosing cancellation coverage include all non-refundable purchases related to the trip that you would like to claim back in the event that you trip is cancelled.  

Q: What if I have more than one destination?

A: When registering for single trip coverage choose the destination you will be spending most of your time in. You will be covered throughout your coverage dates regardless of the destination country chosen.

Q: Do I have to get liveaboard rider to be covered on a liveaboard?

A: The Liveaboard Rider offers additional coverages for unforeseen scenarios unique to liveaboards. You will be covered on a liveaboard for diving accidents and general travel under all our travel programs, however the Liveaboard Rider offers (U.S. residents) more enhanced coverage specific to liveaboard trips, such as:

  • Missing the liveaboard departure due to airline delays and/or missed connections.
  • Lost diving days due to various reasons such as:
  • Inclement weather
  • Mechanical breakdown of liveaboard vessel
  • Mechanical breakdown of air supply
  • Financial default of liveaboard company
  • Your own medical inability to dive
  • Diving accident to another passenger onboard causing the boat to abort planned diving

Please note: Non-U.S. residents can purchase Dive & Travel Plus which includes the Liveaboard Rider in the program.

Q: Why Not Buy A General Travel Insurance Policy?

A: General travel insurance may cover your trip adequately, however, it will not include lost diving days, missed liveaboard departure and more. Diving trips are basically a regular trip or vacation, however, the main activity of diving requires some additional insurance benefits that will cover diving specific scenarios, like treatment in a hyperbaric chamber.

Q: Do you offer cancellation for “any reason”?

A: We do not offer cancellation for “any reason”, however, our cancellation coverages are extensive and range from weather conditions to medical-related issues, work-related issues and more. We recommend reading the full Description of Coverage for your program available on our website.

Q: Do you offer travel coverage for 1 year?

A: No. We offer an annual multi-trip program for any number of trips throughout the year up to 42 days per trip.  

Q: Do you cover pre-existing conditions?

A: In general, our programs will cover you if a doctor clears you for diving. In certain situations, if an incident is related to your medical condition, it might be considered as a pre-existing condition, which might affect your coverage, however, other cases not related to this pre-existing condition will be covered based on the terms of the policy. Please review the full terms and conditions of the policy to determine what is considered a pre-existing condition.

Q: Do you cover lost diving days?

A:Yes. Our Deluxe and Elite plans  (for U.S. residents) as well as our Dive&Travel plans (non-U.S. residents) cover lost diving days due to medical inability to dive and due to weather.

Q: Do you cover all international destinations?

A: Coverage is available worldwide. For details and restrictions please view our policies.

Q: Is technical diving and cave diving covered?

A: Yes, as long as it is for recreational purposes.

Q: Am I covered for my commercial diving activities?

A: No. Commercial diving is not covered.

Q; Are freediving, hookah diving, or rebreather covered?

A: Yes. Our programs include coverage for all these activities.

Q: Does the DiveAssure program cover me while conducting an introductory dive?

A: Yes. The plan specifically includes such dives.

Q: What’s not covered?

A: The policy isn’t designed to cover everything. Take the time to read the terms and conditions of your program to review coverages.

Here are the main things that aren’t covered:

Any dive which takes you below your current qualification limits.

Anything mentioned in the General Exclusions.

Any non-recreational dive.

Q: Does the DiveAssure travel plans include coverage for other/winter sports?

A: While our dive-travel plans include a wide range of regular sports, winter sports coverage may be available only in the future. Please read the Description of Coverage for our travel plans carefully to review  which other sports are covered and which are excluded.

Q: Where can I see the full policy wording?

A: All Descriptions of Coverage for our programs are available online on our website, www.diveassure.com. The links under each program is labelled: Review terms and conditions.

Q: Why does the system say “No programs found. Some member doesn’t have any matching travel programs.”?

A: This notice usually appears when a member is above the age limit allotted for a program or if the region they are in is not a covered region.

Q: What is the difference between Primary and Secondary?

A: A primary policy means that the insured doesn’t have to wait for any other insurance company to pay first. It allows us to pay directly and in real-time to hyperbaric chambers around the world as we do not have to wait for another insurance company to get involved. This helps you not pay a large amount out of pocket. Additionally, a claim that we settle will not have any effect on the premium you pay for your health insurance.  

Q: Why don’t you cover domestic diving within the U.S.?

A: We are currently working on implementing new policies for domestic coverage due to state specific insurance regulations.

Q: Do you cover dive centers and instructors that teach under ANY certifying agency?

A: All dive centers and diving professionals can be covered as long as they teach under one of the certifying agencies that have been approved by DiveAssure. The list of approved certifying agencies can be found here.

Q: Do DiveAssure programs include professional liability?

A: DiveAssure offers two types of plans, personal coverage includes diving accident and dive travel insurance plans. Additionally, DiveAssure offers a general liability insurance program, available to most training agencies. General liability plan is available for dive centers, resorts, liveaboards and independent professionals in select countries.

Q: Can I cancel my program and receive a refund?

A: Requests for cancelling an active program must be made in writing within 15 days of the Effective Date of your program or your Departure Date. A refund will be made provided that a claim has not been made for this Certificate.

Emergency Situations

Q: Should DiveAssure be contacted in an emergency or the local emergency services?

A: DiveAssure should be notified of an emergency as soon as reasonably possible. Local emergency services (EMS) should be contacted first by you or others on the scene to provide assistance and stabilize the condition of the member. Only after local EMS were contacted, DiveAssure should be contacted.

DiveAssure emergency services:

  • When calling from the USA or Canada, please dial +1-866-914-5333
  • When calling from anywhere else in the world, please dial +1-905-669-4920
  • When calling from Spain, dial +34-900-808-667 ext. 1

Q: What information do I need in case of emergency?

A: When travelling, keep the emergency number you received handy. You can also program the phone number into your cell phone to make sure you have it at all times. Make sure to have your DiveAssure policy number available when you travel.

Q: Does the emergency hotline provide assistance in languages other than English?

A: Yes. GBGAssist offers assistance in a variety of languages and are able to support members from all over the world.

Q: What do I do if I need to consult with a hyperbaric specialist?

A: DiveAssure members, partners and dive-leaders can call the DiveAssure-Duke Medical Hotline with any question on diving safety and other non-emergency medical diving issues.  

 

Claims

Q: How do I file a claim?

A: Here is the link to the online claim form: https://diveassure.com/en-intl/claims-procedures/

Submit claims to: eclaims@gbg.com. Please make sure you follow the instructions at the top of the form. Complete a separate claim form  for each claim and for each insured person. Be sure to include detailed information supporting the reason for the claim, and proof of paid and non-refundable funds that you wish to claim back. All submissions must be received within 90 days of the date of loss.

If the claim is investigated and accepted, you should normally be reimbursed within a few weeks. If not, an appeal process is always available. 

Q: What documentation do I need when filing a claim?

A: If you pay for any medical expenses, you’ll need to keep copies of all of your medical records, bills, clinical reports/doctor’s notes, receipts, etc. to support your claim. For stolen items you will be required to submit a report from local police.  For trip cancellations, interruptions and delays, you will need to submit proof supporting the scenario that lead to the change in your travel plans.

 

Membership Services

Q: How do I print my certificate?

A: Through the online account. Click on the Dashboard to view a current program. To print a certificate click on the printer icon. There is also an option to view cards and registration information on the DiveAssure App.

Q: How do I update my personal details?

A: You can update your information by logging in to your member portal. Go to app.diveassure.com and log in with your user name (email) and password. Go to your Dashboard to update personal information.

 

Technical Issues

Q: What do I do if the browser is stuck during the registration process?

A: If the registration process gets stuck we recommend opening an incognito tab on your browser. This usually solves any login issues generated by browser history or cookies. You can also try clearing your browser. This usually solves this type of issue.

Q: How do I reset my password?

A: When you go to the login screen: app.diveassure.com there is a reset my password button on the login screen.