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Frequently asked questions
1. How do I know if a country is classed as European or Worldwide?
Definitions are provided in our policy wording and there is also an information link next to the destinations on the quote page.
2. What is the Excess/Excess Waiver?
The excess amount is the amount that is payable by you for each and every claim that you are responsible for. The excess will apply per person and per claim. The excess waiver option removes any excesses which apply under the various sections of the policy. You would not be responsible for paying anything in the event of a claim if you have taken out the excess waiver.
3. Do you offer cover if I am pregnant?
The policy will not cover any pregnancy if this has been confirmed prior to purchasing the cover.
4. Do you cover Repatriation?
Repatriation is included under the Medical Expenses section of the policy. In the event that you need to be repatriated back to the UK you must contact the assistance company in all cases for approval. They will be able to arrange this on your behalf.
5. What is covered?
The travel insurance product that we offer provides cover under various sections; it includes Medical Expenses of up to £10,000,000, Personal Effects and Baggage of up to £1,500 and Personal Liability of up to £2,000,000. There is also various other areas of cover provided. Please refer to the policy schedule of benefits.
Schedule of benefits | Policy Wording
6. What do you class as a pre-existing medical condition?
The definition of a pre existing medical condition is; any medical conditions that have been suffered, or for which medical advice, treatment and/or medication has been received within the 18 months prior to the date of issue of your policy.
7. Do you cover pre-existing medical conditions?
It is sometimes possible to cover pre existing medical conditions using medical screening processes however you would need to call the office and we would provide a quotation under a different policy we can offer.
8. Do you cover motorbikes over 125cc?
Due to the terms and conditions of our policy the underwriter will not allow us to cover any engine size above 125cc. However if you call the office we may be able to offer cover under a different policy we can offer.
9. How quickly can you send the documents?
If you have requested the documents be sent in the post and you have paid the additional premium for this service then your documentation will be posted first class the following working day. Policy documentation can be downloaded and printed by you immediately once your purchase is complete.
10. Can you travel separately on an annual policy?
Our policy enables any adult or child named on the policy to travel independently.
11. Is this the total price quoted in total or is it per person?
All prices quoted are in total for the number of travelers confirmed.
12. Are we covered if we wanted drive whilst abroad?
The policy covers you whilst driving abroad however personal liability cover will not apply. We do not provide cover for the vehicle as this should have been arranged with an appropriate motor insurance for this.
13. Do you cover children to travel alone?
We provide an unaccompanied child rate which enables children to travel independently on a single trip policy at a reduced rate. Please call us on 0870 421 1521 for a quotation.
14. I am taking a group of 50 school children abroad. Are the covered?
They would have to be unaccompanied children unless they are all going to be insured on the policy with a parent of their own.
15. Is baggage covered?
Baggage is covered up to £1,500, with a single article limit of £300 and an overall valuables limit of £300. Terms and conditions apply, please see policy wording.
16. What does ‘card number must be numeric’ mean?
This may be because you have put a space between your card numbers. Try deleting the spaces and the payment should be successful.
17. Is your website secure?
Yes our website is secure; when you press the pay button you will be able to see the padlock in the bottom right hand corner of your screen.
18. Can I use an annual policy for long stay trips?
Our standard annual policy allows you to travel for 31 days at any one time, if 31 days is not sufficient for you, we are able to extend at the time of purchase to 45 days per trip or 60 days per trip. Please call us on 0870 421 1521 if you need any extension.
19. What does IPT mean?
IPT stands for Insurance Premium Tax; it is at the rate of 17.5% and is automatically included in all of our prices and is a Government Tax applied. Residents of the Channel Islands who are exempt from tax are able to claim this back.
20. Would I be covered if I had to cancel due to ill health?
The policy provides cover under the cancellation section of the policy due to ill health up to the amount of £3,000, subject to the policy terms and conditions.
21. If I wanted to go ahead a buy the policy, do I need to fill out any forms and return them to you?
You do not need to return anything to us. We issue all documents online and you are instantly covered. It’s as easy as that.
22. Do I need to take an EHIC (E111) with me when I travel?
It is not compulsory to travel with an EHIC, however is advisable if you are travelling to an EU country, as it may cover some standard medical costs and may also cover your excess. There is also the possibility that if you have any excesses to pay and you produce the EHIC card your excess will be removed.
23. Do I need winter sports cover if I’m skiing?
As we class skiing as a winter sport activity, you would need to take out winter sports cover.
24. Am I covered for safaris?
We can cover safari’s that are organised in the UK as standard, if the safari is non UK organised an additional premium needs to be charged and you would need to contact the office. Both options are only available providing that no firearms are used.
25. Is scuba diving covered?
We cover scuba diving on the standard policy up to 30 meters, providing you are adequately supervised by a qualified instructor. Scuba diving between 30 and 40 meters can also be covered for an additional premium, to be covered to dive below 30 meters you must be a BSAC, PADI, and DIWA, SSI or SSA member.
26. What do I do if my money or possessions are stolen whilst I’m away?
You will need to obtain a police report within 24 hours, then contact our claims team when you return to the UK. Our policy does not provide cover for replacement money to be sent to you whilst still on your holiday.
27. Do I have to take all the documents with me when I travel?
It would be helpful for you to take the documents with you when travelling so you have all the information with you, if this is not possible, make sure you have a note of your policy number and also the emergency telephone numbers you may need.
28. How many times can I travel on an annual policy?
The number of times you travel is unlimited on an annual policy.
29. Do I have to tell you every time I travel on an annual policy?
No, on an annual policy you do not need to inform us when you are travelling.