FAQs
You’ve got questions, we’ve got answers
Faye general info
What does Faye travel protection cover?
Faye offers whole-trip coverage to protect your health, your trip, your stuff and even your pet. We offer a robust, custom plan so you’re not over or under-insured or paying for things you simply don’t need. It includes 24/7 assistance, emergency medical coverage, trip delay coverage, baggage care and more. You can also supplement your plan with add-ons. For a full list of what we cover, head here.
When should I buy insurance for my upcoming trip?
The best time to buy travel insurance is right after you book your trip. It helps protect your plans from the start in case something unexpected comes up before you travel.
If you purchase within 14 days of your initial trip deposit, you may also be eligible for additional benefits like coverage for pre-existing medical conditions, along with the option to add more flexibility with our Cancel For Any Reason add-on.
How does Faye differ from the other travel insurance companies?
Faye takes a different approach to travel protection. Instead of only stepping in after something goes wrong, we’re designed to support you throughout your entire journey.
Wherever you roam, we’re by your side and on your side with whole-trip protection, 24/7 support and proactive solutions when plans don’t go as expected. Through the Faye app (available on iOS and Android), you can access your coverage details, get real-time flight alerts, file claims digitally and receive approved reimbursements right to your phone's wallet, all in one place.
And when you need help, you can speak to real people 24/7, so you’re never navigating the unexpected on your own.
Does Faye have a mobile app?
Who can buy Faye travel insurance?
Faye is available to U.S. residents of all states but currently does not sell to residents of these U.S. territories: United States Virgin Islands, Northern Mariana Islands, Guam, American Samoa and Puerto Rico.
Where can I travel with Faye travel insurance?
Faye offers protection plans covering domestic U.S. travel and most international travel. Destinations that are not covered include: Afghanistan, Belarus, Cuba, Haiti, Iran, Iraq, Lebanon, Libya, Myanmar, North Korea, Russia, Sudan, Syria, Ukraine, Venezuela and Yemen.
How do I buy a Faye Travel Insurance policy?
Getting covered with Faye is quick and easy. You can purchase a policy in as little as 60 seconds through our website or via the award-winning Faye app.
On our website: Head to withfaye.com and click Check pricing. Enter a few details about your trip, like your destination and travel dates, and we’ll instantly recommend the best coverage for your journey. Add your trip cost, select any additional add-ons to supplement your base plan and complete your payment. And just like that, your policy is good to go!
On the Faye app: Download the Faye app on iOS or Android, navigate to the Trips tab and tap Add new. Enter your trip details, and we’ll suggest the ideal coverage for your adventure. Add your trip cost, choose any add-ons and complete your payment. That’s it–you’re officially covered with Faye!
Can I buy Faye travel insurance when I am already traveling?
Where can I find a copy of your plan wording?
You can check out what’s included in our coverage on the What’s covered page.
For additional details, check out a summary of our Domestic Faye First plan here and International Faye Forward plan here, underwritten by United States Fire Insurance Company, and a summary of our Domestic Faye travel protection plan here and International Faye travel protection plan here, underwritten by Great American Insurance Company. If you purchased your plan before June 2026 please reference the policy in your email or the Faye app.
Who underwrites Faye’s insurance plans?
Travel insurance in our plans is underwritten by U.S. insurance carriers, United States Fire Insurance Company and Great American Insurance Group, both rated A+ by A.M. Best of 2025.
Are you new? I never heard about you before. When did you launch?
Faye was built during COVID-19 and launched in early 2022 with the intent to help travelers when they need it most with top-notch coverage and care. Travel insurance in our plans is underwritten by U.S. insurance carriers, United States Fire Insurance Company and Great American Insurance Group, both rated A+ by A.M. Best of 2025.
Are you brokers? Are you an insurance company?
We are an insurtech company, which has the authority to sell insurance plans and perform claims administration.
Can I purchase travel insurance for multiple people?
Yes, you can purchase travel insurance for multiple people traveling together. Just make sure everyone has the same travel dates and shares the same state of residence, as coverage and benefits can vary by state.
Coverage for your trip & stuff
What’s your coverage for trip cancellation?
If your plan includes trip cancellation coverage, you can be reimbursed up to 100% of your non-refundable trip costs if you need to cancel for a covered reason — up to the total trip cost you entered when purchasing your plan.
Learn more about trip cancellation coverage and how Faye can help.
Does Faye cover cruises?
Yes, Faye plans provide travel coverage and care for U.S. residents who are traveling domestically within the United States and internationally - including on cruises!
Learn more about Faye's cruise travel protection and sail away with confidence.
Does Faye travel protection cover recreational sports?
Yes, we cover recreational activities such as snorkeling, kayaking, surfing, hiking, biking, horseback riding and many others. You can find more examples of covered sports and activities here.
If my trip is interrupted, what’s covered?
If you have to cut your trip short or extend it due to a covered reason, you can be reimbursed up to 150% of your total non-refundable trip costs. This can include the unused portion of your trip, plus additional transportation expenses needed to return home or rejoin your trip, up to your coverage limit.
If my trip is delayed, what’s covered?
If your trip is delayed for 6 hours or more for a covered reason outside your control, like a flight delay or a stolen passport, Faye can help cover the costs that come with it.
You can be reimbursed up to $3.5K/trip, capped at $250/day for delays of more than 6 hours, for expenses like meals, lodging, and local transportation. Coverage can also extend to prepaid, non-refundable items you miss due to the delay, such as tours or accommodations.
What is trip inconvenience coverage?
Trip inconvenience coverage provides a fixed benefit when you’re inconvenienced during your trip due to a covered reason, such as a flight delay, cancellation, diversion, or rental home lockout. With Faye, you can be reimbursed $200/trip inconvenience, capped at $600/trip.
Do you cover missed connections?
Yes. Faye’s plans include coverage for missed connections if a covered delay of more than 3 hours causes you to miss a scheduled departure.You can be reimbursed up to $500 for transportation expenses, including delays due to flight disruptions, inclement weather, or cruise delays.
Do you cover emergency evacuation?
Yes. Faye’s plans include coverage for non-medical emergency evacuation if a covered event, such as a natural disaster or political or security emergency outside of your home country, requires transportation from a place of danger to a place of safety.
Coverage is available for up to $100K in evacuation expenses.
What if something is lost or damaged during my trip?
If something is lost, stolen, or damaged during your trip, Faye can help cover the cost. You can be reimbursed for luggage and personal items, including clothing and professional equipment, up to $2K/trip (capped at $200/item).Learn more about baggage coverage and why Faye stands out.
If I lose my passport, what happens?
If your passport is lost or stolen during your trip, Faye can reimburse you up to $50 to help cover replacement costs. For tips on what to do if you lose your passport and how Faye can help, check out our guide on how to practice passport safety.
What happens if my bags are delayed?
If your bags are delayed, Faye can help cover the essentials while you wait. You’ll receive up to $300 if the delay reaches 12 hours or more and you have a receipt.
Learn more about how Faye can help if your luggage is delayed or lost here.
Where can I find the latest travel coverage alerts?
You can always check our Coverage alerts page, which is updated continuously with important alerts and events that may affect your travel plans.
How we go beyond travel insurance
How does the Faye app make travel easier?
The Faye app does more than protect your trip. It’s your all-in-one travel companion that keeps you informed and supported along the way. Get flight alerts in real time, file and track claims easily, and receive approved reimbursements straight to your phone’s wallet. Our 24/7 team can also help you find a doctor, restaurant, or ATM nearby when you need it most.
You’ll also find helpful tools like local emergency numbers, weather updates, eSIM data plans for travel abroad, and Safekeeping to securely store your travel documents.
For more info, check out everything the Faye app has to offer here.
When can travelers reach Faye for emergency support?
Faye offers 24/7 support - weekends and holidays included - by phone, email or through the app, so travelers like you can get help at any hour if they’re dealing with a medical concern, a travel disruption, or need guidance mid-trip.
Support is available whenever plans change, not just during “normal” business hours. Message us at 2 am. You’ll still reach a human.
How does Faye support travelers in real time?
Faye is built to support you from the moment you purchase a policy.Through the Faye app, you can stay informed about disruptions with our live flight tracker and destination visa or vaccine requirements, connect with our 24/7 support team of real people for travel tips or when the unexpected hits, and view or edit your policy details.
You can also purchase an eSIM when traveling internationally to stay connected and use the Safekeeping feature to securely store your most important documents — available to you anytime, even offline.
It’s the difference between reacting to a disruption and staying one step ahead of it.
What happens if I lose my passport or important documents?
Losing your passport or other important documents can be stressful, but Faye helps make it easier.
With our in-app Safekeeping feature, you can securely store digital copies of your passport, ID, visas, reservations, and other essential documents — accessible anytime, even offline.
Even if your phone is lost, stolen, or misplaced, your information stays secure, and Faye can help retrieve those copies for you if needed. Plus, Faye offers reimbursement of up to $50 to help cover the cost of replacing a lost or stolen passport.
Learn what to do if you lose your passport while traveling.
How do Faye’s alerts help travelers stay ahead of disruptions?
Faye monitors flights and sends alerts when delays, cancellations, or changes occur, so you are in the know as soon as possible. That means more time to rebook, adjust plans, grab a meal at the airport or reach out for assistance instead of finding out after your plans are already disrupted.
After you purchase a Faye policy, simply enter your flight number and departure date on the homepage of the Faye app, and we’ll handle the rest.
If you’re unsure of your flight number, no worries–just click I can’t find my flight number and enter the information we need to help find it for you. Once connected, you’ll get real-time updates on delays, cancellations, gate changes, baggage carousels and more.
Learn more about how the Faye app keeps you updated in real time (even from your lock screen).
Can Faye help if my flight is delayed or I miss a connection?
Absolutely! Our team can help smooth out any bumps along the road — from finding new flights to making the wait more comfortable. You can chat with our 24/7 support team in the app, by phone, or by email.
In addition, Faye plans include coverage for covered delays and missed connections:
Missed connections: up to $500 if a covered delay of 3+ hours causes you to miss your departure.
Trip delay: up to $3.5K/trip, capped at $250/day for delays of more than 6 hours
What can travelers manage digitally with Faye?
With the Faye app, travelers like you can manage their policy from start to finish digitally, from purchasing coverage to managing details to submitting claims to being reimbursed for approved claims. The experience is designed to be clear, accessible, and quick throughout.
Learn more about what you can do with the Faye app and how the Faye Wallet gives you access to digital reimbursements.
Can Faye provide destination-specific info and recommendations?
Yes! First and foremost, the Faye app provides destination-specific info to help you travel smarter.
Before your trip, access the pre-trip essentials section on the Faye app’s home screen to see important info like visa requirements, plug adapter types, and local emergency phone numbers. While traveling, it offers real-time alerts, local pharmacy info, and even tips like must-have apps to download and playlists to rock out to.
In addition, our team of travel experts is available around the clock to provide you with suggestions on the best restaurants to try, tours to book, and even where the closest ATM is to your hotel. Send them a message, and they’ll get back to you with top-notch ways to elevate your adventure.
How does Faye take a person-first approach to travel insurance?
Faye’s award-winning coverage and care are built around how people actually travel, not just around policy language. It’s just one of the reasons we were named a TIME Best Invention.
This approach shows up through our flexible add-ons that enable you to customize your coverage, digital claim filing and quick processing, and real human support, all designed to help travelers like you move through disruptions with less friction and minimal stress.
How do I buy an eSIM with Faye?
It’s simple! Once you buy a policy with Faye, you can purchase an eSIM data plan for international trips directly in the Faye app. You’ll choose the plan that suits your trip, enter your payment details, and you’re good to go. Once purchased, you’ll get clear instructions on how to activate it.
Need help? Our customer support team is available through chat or via email at support@withfaye.com.
Coverage for health & COVID-19
Do you cover COVID-19?
We treat COVID-19 like any other illness and can cover non-refundable cancellation costs if you become ill with COVID-19 before your trip starts, and emergency medical and trip delay expenses, like quarantine accommodation and extension costs if you become ill with COVID-19 in-trip and need to stay longer. See more about our commitment to COVID-19 coverage here.
What happens if I’ve bought Faye travel insurance and then contract COVID-19 and need to cancel my upcoming trip?
Faye’s plans include trip cancellation coverage that can reimburse up to 100% of your prepaid, non-refundable trip costs, up to the total trip cost you declare when you purchase your plan.This can include expenses like flights, hotel bookings, and prepaid tickets or activities, if you need to cancel for a covered reason.
What if I contracted COVID-19 during my trip?
If you fall ill with COVID-19 while in-trip and need to quarantine, your emergency medical expenses and trip interruption expenses will be covered. This includes prescription drugs, hospitalization and the cost of your trip extension, such as unplanned accommodation. Our customer experience team will also help you find a doctor, a pharmacy nearby and a safe place to stay because your well-being is top of mind.
If I’ve bought Faye travel insurance and the Cancel For Any Reason add-on because I’m afraid of contracting COVID-19 while traveling, and decide to cancel my trip, what’s covered?
If you add Cancel For Any Reason to your Faye plan within 14 days of your initial trip deposit, you’ll have the flexibility to cancel your trip for reasons not otherwise covered, including concerns about contracting COVID-19 while traveling.As long as you cancel at least 48 hours before your scheduled departure, you can be reimbursed for up to 75% of your prepaid, non-refundable trip costs.
What happens if my travel partner contracts COVID-19 during our trip?
If your travel partner becomes ill with COVID-19 while in-trip, you can be covered for your unused prepaid expenses (like hotels, tours, shows, etc.) as well as the costs to change your transportation to come home earlier or later than expected.
Does Faye cover COVID-19 testing pre-trip? And what about testing before I head back to the U.S.?
No, we do not cover COVID-19 testing before you depart. We also do not cover COVID-19 tests on your way back to the U.S. that are taken solely to comply with government requirements. However, we can cover emergency medical expenses related to COVID-19 that occur during your trip, including if you test positive for the virus, resulting in interruptions to your journey.
Doesn’t my health insurance cover international travel?
It depends. Most health insurance plans do not fully cover illness/treatment while traveling outside of the United States.
If I have a medical emergency during my trip, what’s covered?
If you experience a medical emergency during your trip, Faye can help cover eligible expenses related to a sudden illness or injury, including COVID-19.
Coverage is available for up to $250K in primary emergency medical expenses, including hospitalization, prescription medication, and doctor visits.
If I need medical evacuation due to serious illness or injury, what is covered?
If you need medical evacuation due to a serious illness or injury, Faye can help cover emergency transportation to the nearest appropriate medical facility.
Coverage is available for up to $500K when an acute, severe, or life-threatening condition occurs and adequate treatment is not available nearby.
What if I don’t have the cash to pay for medical treatment out of pocket?
If you need medical attention while traveling, we can help in a number of ways: We can instantly add funds to your Faye Wallet so that you can pay a medical facility, pay directly to a medical facility or reimburse you for covered medical expenses after you file a claim through our app.
I have pre-existing medical conditions. Can I still purchase Faye travel insurance?
Of course! Pre-existing medical conditions can be covered for trip cancellation or trip interruption, as long as you purchase your plan within 14 days of your initial trip deposit and are medically able to travel at the time of purchase.If you purchase your plan after that 14-day window, unfortunately, coverage for pre-existing conditions will not apply.
What’s the difference between primary and secondary (excess) coverage?
The key difference is the order in which you can file a claim.With primary coverage, Faye can be the first to step in to pay or reimburse you. For example, if your plan includes primary emergency medical benefits, we can handle those payments directly.With secondary coverage, you must first file a medical claim with your primary health insurance provider. If there are remaining eligible expenses, you can then submit a claim with your travel insurance provider.
Does Faye cover pregnancy complications?
Yes, coverage is available if you need to cancel your trip due to unexpected pregnancy complications or if you experience them while traveling.
Does Faye offer telemedicine?
Yes, policyholders on international trips have access to a telemedicine offering through Air Doctor, which can help connect them to a network of about 20K doctors. Access is subject to availability in the country you're traveling to. This offering is in addition to Faye's 24/7 assistance that helps you gain access to local medical clinics, hospitals and emergency medical services.
Coverage for your add-ons
Why do I need rental car care coverage?
Rental car insurance protects your temporary vehicle for the duration of your trip. Add on rental car coverage to your Faye plan and be covered for rental-related accident expenses, including physical damage to the vehicle, as well as theft of the rental vehicle and relevant administrative fees charged by the rental car agency.
Why do I need pet care coverage and what does it cover?
Taking your pet with you or leaving your furry friend at home? Make sure they’re taken care of by adding on pet care coverage to your Faye plan to make sure your four-legged pal is also protected. We can cover your pet’s health-related expenses if your furry friend gets sick while traveling with you or if you don’t arrive home on time, resulting in additional kenneling expenses.
Why should I purchase vacation rental damage protection and what does it cover?
Vacation rental damage protection helps financially protect you and those you’re traveling with from certain unforeseen events and accidents that occur in the vacation rental property you are staying in. This add-on covers the vacation rental property you’re staying in and its contents if you unintentionally, or due to events outside of your control, damage something. You can be reimbursed for up to $3K for the lessor of repair or replacement costs for damaged items.
What activities are considered adventure or extreme sports?
B.A.S.E. jumping, Bungee jumping, Hot air ballooning, Parachuting, Skydiving, Cliff diving, Fly-by-wire, Paragliding, Hang gliding, Heli-skiing, Heli-snowboarding, Wingsuit flying, Bodily contact sports, Mountain climbing up to 19685 feet (6,000 meters), Multi-sport endurance competitions, Parkour, Scuba diving, and any activity materially similar to the above.
Why should I purchase extra coverage for adventure and extreme sports?
Under our base plans, losses due to, arising or resulting from adventure or extreme activities are excluded under the medical-related benefit. However, for an additional cost, adrenaline seekers can purchase this add-on so that such losses due to, arising or resulting from adventure or extreme activities are covered on the same basis as losses due to, arising or resulting from all other injuries. This may help provide some peace of mind as accident and sickness expenses can be covered if you become injured while participating in an adventure or extreme sport. To learn more, head here.
Does your adventure & extreme sports add-on cover air ambulances?
Base plans cover up to $500K for medical evacuation expenses, including air ambulances, if your condition is acute, severe or life-threatening and adequate medical treatment is not available in your immediate area.
What’s the difference between sports and activity coverage Faye offers in the base plan, and your adventure & extreme sports add-on?
This add-on is for those who go all-in on action with in-trip activities like skydiving and bungee jumping. Faye’s base plans already come with non-extreme sports and activity coverage for the more mild-hearted travelers who enjoy activities like surfing, hiking, and snorkeling.
What is Cancel For Any Reason coverage and how do I know if I need it?
Cancel For Any Reason (CFAR) is an optional add-on that gives you extra flexibility when canceling your trip. While our standard plan covers cancellations for covered reasons, CFAR lets you cancel for any reason, no matter if it’s just a change of heart or a scheduling conflict.
With Faye’s CFAR add-on, you can be reimbursed for up to 75% of your non-refundable trip costs if you cancel at least 48 hours before your scheduled departure. To qualify, CFAR must be purchased within 14 days of your first trip deposit.
Important: Reimbursement for the travel arrangements you want covered is contingent upon entering your full non-refundable trip cost when you purchase your plan.
You might want to consider CFAR if:You have non-refundable bookingsYou’re booking far in advance and plans may changeYou want peace of mind with extra flexibility
What is Cancel For Work Reasons coverage?
Cancel For Work Reasons* is an optional add-on that allows you to be reimbursed for up to 100% of your prepaid, non-refundable trip costs if you cancel your trip due to a covered work-related reason.
*Additional terms and conditions may apply. Coverage, pricing, and availability may vary by state. See the Plan Documents for full details.
Pricing, changes & cancellations
How much does travel protection cost and what impacts the cost of a travel protection plan?
The cost of travel protection depends on the details of your trip. Factors like your destination, trip length, number and ages of travelers, state of residence, and any add-ons you choose all play a role. You can get a quote for your trip here.
How do I buy travel protection with Faye?
Is there a trip length limit for Faye travel insurance?
Yes. You can buy a plan that covers you for trips of up to 180 days (roughly 6 months). If you are planning on staying at a destination longer, you might want to contact a company that provides health coverage for those temporarily living overseas.
How do you decide what to offer before I purchase a plan?
Before you purchase, we take a few key details into account, like whether you’re traveling domestically or internationally and your trip dates, to make sure we offer the most suitable protection for your plans. For example, trip cancellation isn’t available on the day you’re set to depart, so we won’t include it as an option.
Can I change my trip cost after purchasing a Faye plan?
Yes, you can increase your trip cost up to 48 hours before your trip begins, as long as you haven’t already incurred a loss or filed a claim. If you purchased CFAR, you can still increase your trip cost for new travel arrangements made within 14 days of booking. If you need to decrease your trip cost, you can do so within 14 days of purchasing your plan, provided you haven’t departed, incurred a loss, or filed a claim.
I bought Faye travel insurance but now my travel plans have changed. How can I change my plan coverage dates?
Head to the Faye app on iOS or Android to make such changes and chat with our 24/7 customer experience team - even on weekends and holidays! You can also connect with us at support@withfaye.com or call us at +1-833-240-7056 toll-free if you’re calling from within the U.S. If you're calling from outside of the U.S. dial +1-804-482-2122.
I’m currently on my trip and would like to extend my coverage because I plan to travel longer. Is that okay?
Can I cancel my Faye travel insurance after I purchase it? If so, will I be refunded?
Yes. You can cancel your travel insurance and receive a full refund up to 14 days after purchasing Faye coverage as long as your trip didn’t start yet, you have not incurred a loss and you haven’t filed a claim.
I saw Faye offers a Cancel For Any Reason add-on to coverage plans. What does that mean?
We sure do. Cancel For Any Reason gives you extra flexibility. Add this additional protection, and you can cancel your trip for any reason not already covered by your plan — even if you simply decide not to go — up to 48 hours before your scheduled departure, as long as you purchase this add-on within 14 days of your first trip deposit. You can be reimbursed for up to 75% of your non-refundable trip costs. Important: Reimbursement for the travel arrangements you want covered depends on entering your full non-refundable trip cost when you buy your plan.
Do you have family plan pricing?
We indeed offer more budget-friendly rates for adults traveling with Faye and bringing along kids under 18 on their adventure. To get a quote, simply provide your trip details and enter all those traveling in your party. Rates are rolling out nationwide, and are currently available to residents in the following states: AK, AL, AR, AZ, CO, CT, DC, GA, DE, FL, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MT, MS, NC, ND, NE, NJ, NH, NM, NV, OH, OK, OR, RI, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY.
Support & emergency contacts
What are Faye’s business hours and how do I contact the Faye team?
Our team of customer experience specialists (real humans!) are available to you 24/7, 365 days a year, even on weekends and holidays. Chat with us in the Faye app on iOS or Android, email us at support@withfaye.com or call us at +1-833-240-7056 toll-free if you’re calling from within the U.S. If you're calling from outside of the U.S. dial +1-804-482-2122.
Does Faye offer 24/7 support?
Yes! Our mission is to go above and beyond with coverage and care that supports your entire journey - from liftoff to checkout. In fact, Faye’s in-trip coverage kicks in the moment you leave home to begin your trip and is in effect until the moment you return. And our team of customer experience specialists (real humans!) are available to you 24/7. We know your time away is sacred. That’s why we’re working when you shouldn’t be.
I bought a Faye coverage for an upcoming trip. Can you change my flights for me?
No, however we can assist you by looking up available flights for you or by connecting you with your travel agent (if relevant).
Who do I contact in an emergency?
In the event of a medical emergency, please call us at +1-833-240-7056 toll-free if you’re calling from within the U.S. If you're calling from outside of the U.S. dial +1-804-482-2122. For non-medical emergencies, please contact our 24/7 customer experience team via the Faye app on iOS or Android, or via email at support@withfaye.com.
I’m having technical issues with the Faye app. Who should I contact?
Oh no! In the event that the app is not working properly, please shoot us a note at support@withfaye.com and our product specialists will get back to you in a timely manner.
I have a complaint and would like to share some feedback with the Faye team. How do I do so?
We’re really sorry to hear that and strive to go above and beyond your expectations. Please contact our customer experience team via the app on iOS or Android with your feedback and if you need further assistance, please email us at feedback@withfaye.com.
Claims & reimbursements
How do I file a claim with Faye?
We have an easy, digital claims process that aims to solve your claim(s) quickly, fairly and accurately after receiving all the necessary info. We know your time is precious, and we’re not here to waste it. To submit a claim, head to the Faye app on iOS or Android. Or you can email us at claims@withfaye.com.
How do I check the status of my claim with Faye?
Via the Faye app, under Trips, find the trip you filed a claim for. All claims you’ve submitted will be trackable and viewable from here. You can also get in touch with our team via the Chat function in the app. Don’t have the Faye app? Email us directly at claims@withfaye.com or call us toll-free at 1-833-240-7056 at any time to check the status (holidays and weekends included).
How does Faye Wallet work?
Faye Wallet is an easy-to-use digital card within the Faye app that can be connected to your Google Pay and Apple Pay account(s) on your phone. During your trip, if a well-planned moment goes awry and you qualify for a speedy reimbursement, we’ll send funds to your Faye Wallet that you can use then and there to purchase what you need most rather than paying out of pocket - like a new outfit and toothbrush. Via Faye Wallet, you can be paid quickly for approved claims as well. For everything you need to know about Faye Wallet, click here.
How long does it usually take for a claim to be processed?
Processing time can vary depending on the claim; however, we aim to process each claim within 48 hours of receiving the necessary information.
How will I be notified if my claim was approved, denied or if you need more information?
Via the Faye app, you can see if your claim status is open, approved or paid. When you are reimbursed for a claim to your Faye Wallet, you will see it reflected in your card balance. If we need additional information from you or if your claim has been denied, our team will message you via email.
You're a new travel insurance company, can I trust that my claim(s) will be paid?
We are new in the travel insurance space, having launched in 2022, but are backed by a team of experienced travel and tech professionals. Our underwriters (they're the ones who back up our policies and fund claims payments) have both been in business for 100+ years.
Common travel hiccups & how Faye can help
My flight is delayed or canceled. Now what happens?
If your flight is delayed or canceled for a covered reason, Faye can support you in the moment and help reimburse eligible expenses. You’ll also receive real-time flight alerts in the Faye app (often before the airline), which can help you stay informed and allow you to adjust plans sooner.
Learn more about what to do when your flight is delayed here.
My luggage is lost or arrived late. Can Faye help?
Yes. If your baggage is lost, stolen or damaged, Faye can help you navigate next steps and reimburse eligible expenses, up to $2K/trip.For qualifying delays, you may also receive a $200 trip inconvenience benefit sent directly to your phone’s wallet for essential items while you wait, along with reimbursement of up to $300 for baggage delays lasting 12 hours or more.
Learn what to do if your luggage is delayed or lost here.
I missed a connection because of a delay. What should I do?
If a covered delay of 3+ hours causes you to miss a scheduled departure, Faye can help cover eligible transportation expenses, up to $500. This may include delays due to flight disruptions, inclement weather, or cruise delays. See your plan details for more information.
I got sick or injured while traveling. What should I do?
If you experience a sudden illness or injury during your trip, Faye can help cover eligible emergency medical expenses, like hospitalization, prescription medication, and doctor visits, up to $250K (primary) for international trips. You can also access support directly through the Faye app, with 24/7 assistance to help you navigate care while away from home.
Learn more about why your health insurance might not be enough when you travel abroad, and what Faye’s coverage offers.
I accidentally damaged something in my vacation rental. Is that covered?
If you’ve added vacation rental damage protection to your base plan, Faye can help cover up to $3K in accidental damage to your rental property during your stay, subject to the terms of the add-on. This may include broken dishes, damaged appliances, stained carpets and more.
My trip was interrupted and I need to come home early. What now?
If a covered event interrupts your trip, Faye can help reimburse up to 150% of your unused, non-refundable trip costs and certain additional expenses.
Reach out to our customer support team 24/7 if you have any questions, and file your claim directly in the Faye app when you're ready.
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