Audience:
Insurance and claims
Coverage included with each card package tier, and how users report and file insurance claims.
Insurance coverage is determined by the selected card package tier. When a card is issued with a package that includes insurance, Swan activates coverage with its insurance partner if the prerequisites are met.
Insurance coverage
The following tables show the coverage included with each card package. Coverage marked ✓ is included with the tier; ✗ means it isn't.
- Identity protection
- Travel insurance
- Car rental
- Legal protection
Identity protection coverage
Coverage: Protection against identity-related fraud and document loss.
What's included
| Coverage | Standard | Essential | Premium | Coverage limit | Explanation |
|---|---|---|---|---|---|
| Loss or theft of identity documents | ✓ | ✓ | ✓ | Up to €350 per year and per claim | Replacement costs for lost or stolen IDs, fees, and photos. |
| Bank card fraud | ✓ | ✓ | ✓ | Up to €3,000 per year | Refunds money stolen before the card was reported. |
| Phishing, vishing, and smishing guarantee | ✓ | ✓ | ✓ | Up to €1,000 per year | Refunds financial losses from phishing, vishing, and smishing (above €50). |
Travel insurance coverage
Coverage: Protection for travel-related incidents and expenses.
What's included
| Coverage | Standard | Essential | Premium | Coverage limit | Explanation |
|---|---|---|---|---|---|
| Trip modification or cancellation | ✗ | ✓ | ✓ | Up to €5,000 per year | Refunds for illness, accidents, strikes, or visa refusal. |
| Travel delay (train or flight) | ✗ | ✗ | ✓ | Up to €400 per delay | Refunds expenses for delays of four or more hours. |
| Delayed baggage | ✗ | ✗ | ✓ | Up to €800 per delay | Refunds essential purchases due to delay. |
| Baggage damage, loss or theft | ✗ | ✗ | ✓ | Up to €800 per bag, €250 per valuable item, €70 deductible per claim | Refunds for loss or damage. €70 deductible applies. |
| 24/7 emergency travel, medical, and repatriation assistance | ✗ | ✗ | ✓ | €100,000 (medical), €2,500 (ski accident), €1,500 (repatriation of remains) | Medical expenses abroad and repatriation services. |
Car rental coverage
Coverage: Protection for rental vehicle incidents.
What's included
| Coverage | Standard | Essential | Premium | Coverage limit | Explanation |
|---|---|---|---|---|---|
| Rental vehicle | ✗ | ✓ | ✓ | Two incidents per year | Coverage for incidents related to rental vehicles. |
Legal protection coverage
Coverage: Advances (loans) and reimbursements for legal emergencies during a business trip abroad.
What's included
| Coverage | Standard | Essential | Premium | Coverage limit | Explanation |
|---|---|---|---|---|---|
| Legal assistance abroad | ✗ | ✗ | ✓ | Criminal bail (advance): Up to €15,300 Lawyer fees (advance): Up to €15,300 Lawyer fees (reimbursement): Up to €3,100 | Loans for bail and fees if your user faces unintentional legal trouble during a business trip outside of France. |
Insurance claims
Depending on the type of claim, your user can seek support through Swan, the insurance claims portal, or the emergency assistance provider.
Reporting fraud to Swan
Fraud and phishing, vishing, and smishing are reported directly to Swan within two business days. When a user reports fraud or phishing, vishing, and smishing, Swan secures the account or card and guides them through the next steps.
Share the dedicated Support Center article to help your users file their fraud dispute.
Filing a claim through the portal
In most cases, users should submit the claim through the insurance claims portal in their banking app.
To submit a claim, users must:
- Access the insurance claims portal using their Swan account email address. Swan automatically creates an account for the user containing all their covered cards.
- Set a password when setting up their account for the first time.
- Upload the required documents directly to the portal.
Swan's insurance provider manages the entire claims process after submission. Users must follow up and track the progress of their claim directly through the portal. If the insurance provider approves the claim, they credit it directly to the cardholder's Swan account.
By default, Swan's insurance provider co-brands the claims management interface with your logo and accent color, like your Swan interfaces (Web Banking and consent screens).
Calling emergency assistance (Premium only)
Users with a Premium card can get urgent help by calling Swan's assistance provider.
The phone number is listed in their banking app.
The assistance provider manages the entire claims process. If they approve the claim, they credit it directly to the cardholder's Swan account.
Claim types and reporting process
The following table outlines how to report different claim types.
- Identity protection
- Travel insurance
- Car rental
- Legal protection
Reporting identity protection claims
How to report an incident involving identity-related fraud or document loss.
| Insurance cover type | How to report | Documents required when submitting a claim |
|---|---|---|
| Bank card fraud | Report to Swan within two business days. | - Police report - Fraudulent usage declaration form - Transaction details - Screenshot of disputed transactions |
| Phishing, vishing, and smishing guarantee | Report to Swan within two business days. | - Identity document - Copy of fraudulent messages (email, SMS, etc.) |
| Loss or theft of identity documents | Submit through the insurance claims portal within 30 business days. | - Police report (loss or theft) - Receipt showing replacement identity documents were purchased with a Swan card |
Reporting travel insurance claims
How to report an incident involving travel-related issues or expenses.
| Insurance cover type | How to report | Documents required when submitting a claim |
|---|---|---|
| Travel delay (train or flight) | Submit through the insurance claims portal within 15 days. | - Carrier-issued delay certificate - Receipts (meals, hotel, transport) - Proof of business travel - Travel ticket - Declaration of honor: A signed one-line statement where the user confirms the claim details are true and briefly explains what happened. |
| Delayed baggage | Submit through the insurance claims portal within 15 days. | - Proof of business travel - Travel ticket - Baggage check-in receipt - Receipts for essential purchases |
| Lost, stolen, or damaged baggage | Submit through the insurance claims portal within 15 days. | - Proof of business travel - Travel ticket and baggage check-in receipt - Carrier-issued loss certificate - Inventory and receipts of lost items |
| Trip modification or cancellation | Submit through the insurance claims portal within 15 days. | - Certificate of cancellation or modification - Proof of reason (medical certificate, summons, etc.) - Proof of reservation and payment with a Swan card - Proof of retained cancellation fees |
| 24/7 emergency travel, medical, and repatriation assistance | Call the insurance assistance provider within five days. | - Medical certificates - Hospital bills - Tickets or transport proof - Description of the events |
Reporting car rental claims
How to report an incident involving a rental vehicle.
| Insurance cover type | How to report | Documents required when submitting a claim |
|---|---|---|
| Rental vehicle coverage | Submit through the insurance claims portal within 15 days. | - Rental contract - Signed vehicle condition report - Police report (if stolen) |
Reporting legal protection claims
How to report non-work-related legal issues while on a business trip.
| Insurance cover type | How to report | Documents required when submitting a claim |
|---|---|---|
| Legal assistance abroad | Call the insurance assistance provider. | - Proof of business travel - Written agreement to pay back any money the insurer lends you for bail or fees |
Refer to the Premium insurance notice for the details about coverage regarding legal emergencies abroad.