Frequently asked questions

Are UK trips included in the policy?
What area of travel can I choose?
Where can I find travel advice on the country I'm going to?
What's the maximum length of time I'm covered per trip?
Can I extend the trip duration?
Are business trips included?
What should I do if I or anyone else covered under my policy falls ill abroad?
What happens if my/our money is stolen while we're away?
How do I make a claim?
In the event of a claim will I have to pay any excess?
Can I cancel the insurance and/or is there a cooling off period after my insurance has been booked?
Am I or anyone else under my policy covered for activities?
How can I make sure I am protected if my holiday airline or hotel goes out of business?

Are UK trips included in the policy?

Yes, UK holidays are covered providing they involve two or more consecutive nights' stay in pre-booked accommodation.

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What area of travel can I choose?

UK (Single trip only)
Europe
Worldwide excluding USA, Canada and all Caribbean Islands
Worldwide including USA, Canada and all Caribbean Islands

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Where can I find travel advice on the country I'm going to?

Check the Foreign and Commonwealth Office website at www.fco.gov/browse/abroad for up-to-date essential travel information.

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What's the maximum length of time I'm covered per trip?

You can choose cover for 31, 45, 60 or 90 days per trip on an Annual multi-trip policy, or up to 120 days on a Single trip.

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Can I extend the trip duration?

Yes, after you have bought your policy but before you start your trip you can change the trip duration (you have the choice of 31, 45, 60 or 90 days per trip on an Annual multi-trip policy or up to 120 on a Single trip policy). There will be an additional premium to pay if you increase your trip limit.

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Are business trips included?

No, but you can add cover for business trips which involve administrative or clerical duties only and no manual work or duties which involve dealing with the general public.. Once Business cover is added, a maximum of four people can be covered per business trip and cover under the Annual multi-trip policy is limited to five trips per year.

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What should I do if I or anyone else covered under my policy falls ill abroad?

The emergency medical assistance provider can be contacted 24 hours a day by phone should you have an emergency. There is also a Travel Assistant service, which offers advice on all kinds of travel problems, such as how to cancel credit cards if they are lost or stolen or how you can transfer emergency funds whilst abroad. It also includes a facility to send emergency messages to friends and relatives.

Additional charges may be payable by you in connection with the Travel Assistant service.

Medical Emergencies:

Telephone: +44 (0)1603 605128

Fax: +44 (0)1603-605130

To help us continually improve our service and in the interests of security, we may monitor and/or record your telephone call with us.

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How do I make a claim?

If you need to make a claim for abandonment (cutting short your trip), or for emergency medical treatment while on holiday, you can call our medical emergency line on +44 (0)1603-605128 , which is manned 24 hours a day.

For all other claims you should contact our Claims helpline, on +44 (0)1603-605124 which is manned between 8am and 6pm Monday to Thursday and 8am to 5.30pm Friday.

To help us continually improve our service and in the interests of security, we may monitor and/or record your telephone call with us.

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What happens if my/our money is stolen while we're away?

If you need emergency money while you are away (and you cannot obtain replacement travellers cheques), our Travel Assistant service can help arrange to transfer emergency money from the UK.

Additional charges may be payable by you in connection with the Travel Assistant service.

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In the event of a claim, will I have to pay any excess?

Yes. You will have to pay an excess under most sections of the policy. This means that each person covered under the policy will be responsible for paying the first part of the claim for each incident.

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Can I cancel the insurance and/or is there a cooling off period after my insurance has been booked?

The policy provides a 14 day cooling-off period, during which time, if you find that the terms and conditions do not meet your needs and you have not travelled or made a claim, you can cancel the policy and obtain a refund of any premium you have paid. You can cancel your policy at any time outside of the 14 day cooling-off period, however, no refund of premium will be available.

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Am I or anyone else under my policy covered for activities?

We’ll cover you whilst you take part in most sports activities. It is a general condition of this policy that you take all reasonable precautions to protect yourself against accidents and injury. Please check the ‘Your activities’ section of the policy booklet to find out what activities are not covered’.

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How can I make sure I am protected if my holiday airline or hotel goes out of business?

Where a package or flight was booked through an ATOL tour operator or travel firm, the protection available can be viewed via this website: www.caa.co.uk/passengers

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