Guest Insurance Terms & Conditions

How to present an insurance claim?

In case of accidental death & funeral assistance:

1) Your family must report the situation to the front desk or host.

2) Your family must file the claim by presenting the following documents: Death Certificate, ID, affidavit, medical records, autopsy certificate, any additional information that the insurance provider could request.

Approximate time of sum recovery: 30 working days

In case of accident causing permanent disability:

1) You must report the situation to the front desk or host.

2) You must file the claim by presenting the medical records of the accident, and a certificate of a national entity that certifies the permanent disability.

*See the link to the presentation for the definition of permanent disability. Approximate time of sum recovery: 30 working days

In case of medical expenses caused by an accident or medical emergency:

1) You must report the situation to the front desk or host.

2) You must file the claim by presenting valid invoices of the medical expenses.

Approximate time of sum recovery: 30 working days

In case of theft or loss of belongings inside and outside of the hotel:

1) You must report the situation to the front desk or host.

Approximate time of sum recovery: 30 working days

Important notes: You can recover a mínimum of 500.000 COP and up to 4.000.000 COP. The deductible is 10% of the total loss. Sura will compare the filed amount of the object with current market rates. E.g: If your Iphone 13 gets stolen, you can recover up to 4.000.000 COP and pay 10% of deductible (400.000 COP).

In case of laundry damage caused by hotel staff or machines.

1) You must report the situation to the front desk or host.

Approximate time of sum recovery: 30 working days