Frequently Asked Question's

Travel Insurance Questions

A) Important Contact Information FAQ's

A1) Who is the assistance company?

A2) Who do I contact to make a claim?

A3) Who do I contact in the event of an emergency abroad?

B) Medical FAQ's

B1) Will the insurance still be valid if I enter 'No' on the travel eligibility page, should I not wish to have my pre-existing medical condition covered?

B2) If I have a pre-existing medical condition, can I travel abroad?

B3) What happens if I have to go to hospital, just for the day?

B4) What is the EHIC?

B5) Do I need to have vaccinations?

C) Covid-19 FAQ's

C1) Covid-19 cover on policies purchased before and on or after 13th March 2020?

C2) Covid-19 cover on policies purchased before 13th March 2020?

C3) Covid-19 cover on policies purchased on or after 13th March 2020 for 'all but essential international travel'?

C4) Covid-19 cover on policies purchased on or after 13th March 2020 for cancellation due to a positive coronavirus test?

C5) Covid-19 cover on policies purchased on or after 13th March 2020 if I've been advised by the NHS to quarantine?

C6) Covid-19 cover on policies purchased on or after 13th March 2020 and I have coronavirus symptoms?

C7) If I purchase a policy today, will I be covered for any Coronavirus (COVID-19) related claims?

C8) Can I buy a new policy now for a trip later in the year, or next year when we may be able to travel again?

C9) My trip has been moved to a date in the future, can I change the dates on my policy?

C10) Am I still insured if I travel against the advice of the FCO?

C11) I'm abroad and my flight home has been changed by the airline and now occurs after my policy end date?

C12) I'm abroad and my flight home has been cancelled by the airline due to the COVID-19 pandemic situation. What should I do?

C13) I am due to pay the balance on my holiday shortly. My trip destination is currently an area where the FCO are advising against all but essential travel?

C14) I'm abroad and have symptoms of Coronavirus/COVID19?

D) Personal Possession FAQ's

D1) I have bought a Winter Sports policy, does it cover my own or hired skis?

D2) What should I do if an item of my personal belongings is lost, stolen or damaged whilst I am abroad?

E) Policy FAQ's

E1) Can I buy your insurance whilst abroad?

E2) I live outside of the UK, can I still buy this insurance?

E3) Do I have to pay a policy Excess?

E4) Can I buy an Excess Waiver?

E5) How many people can be covered on one policy?

E6) Can I buy a policy for my child?

E7) Do we cover One-way trips?

E8) Do I have to notify you every time I travel on an annual multi trip policy?

E9) Am I covered if any of the suppliers I purchased my holiday through go bust?

E10) Am I covered in the unlikely event of a terrorist attack?

E11) Am I insured for working abroad?

F) Definitions FAQ's

F1) Do you class Uncles and Aunts as close relatives?

F2) Can my children travel independently on our family annual multi trip policy?

G) Activities FAQ's

G1) Will I be covered to scuba dive when abroad?

G2) Am I covered for Paragliding?

G3) What is the definition of Off-Piste skiing?

G4) Am I covered for Camel trekking?

G5) Am I covered for Catamaran sailing?

G6) Am I covered for Kite Surfing?

G7) Am I covered for Wakeboarding?

H) Booking & Customer Service FAQ's

H1) Can I cancel the policy if I decide it is not for me?

H2) What insurance documents should I take on holiday with me?

H3) Can I book a Travel insurance policy commencing today?

H4) Can you re-send my policy?

H5) My policy has incorrect personal details, can these be changed?

H6) What happens if I am unable to print my insurance documents?

Travel Insurance Answers

Frequently asked questions about Single Trip, Extended Stay, Annual Multi-trip travel insurance to Europe, Australia and New Zealand and Worldwide

A) Important Contact Information FAQ's

A1) Who is the assistance company?

Please see the policy documents.

A2) Who do I contact to make a claim?

Please see the policy documents.

A3) Who do I contact in the event of an emergency abroad?

Please see the policy documents.

B) Medical FAQ's

B1) Will the insurance still be valid if I enter 'No' on the travel eligibility page, should I not wish to have my pre-existing medical condition covered?

Should you answer 'No' to any medical conditions, then anything that is a direct or indirect result of the pre-existing medical conditions will be excluded from cover.

B2) If I have a pre-existing medical condition, can I travel abroad?

Should you answer 'No' to any medical conditions, then anything that is a direct or indirect result of the pre-existing medical conditions will be excluded from cover.

Or pay an additional premium whereby you can declare a medical condition and go through the screening process where it will ask you to answer a number of medical questions which only you can answer regarding a medical condition.

B3) What happens if I have to go to hospital, just for the day?

For outpatient treatment please refer to your policy terms and conditions.

B4) What is the EHIC?

The EHIC or European Health Insurance Card is the replacement to the old E111. We ask that all travellers travelling to a European destination make sure that they have applied for and hold a valid EHIC. Using the EHIC might save you from having to pay a policy excess. For more information or to apply, please go to www.dh.gov.uk/travellers

B5) Do I need to have vaccinations?

You must seek advice from your doctors before deciding to travel as to whether you should receive inoculations or vaccinations prior to travel. Failure to do so would mean that your policy would exclude any claim arising as a result of, or relating to something you should have been vaccinated against.

C) Covid-19 FAQ's

C1) Covid-19 cover on policies purchased before and on or after 13th March 2020?

DATE OF PURCHASE OF THE POLICY COVERAGE IN RELATION TO CORONAVIRUS (COVID-19)
Before 13th March 2020 Our Insurers have agreed to consider claims for cancellation or curtailment, which are made due to Coronavirus; subject to the policy terms and conditions and Foreign and Commonwealth Office guidance, as long as:
  1. your trip was booked before 13th March 2020, and
  2. any other elements of your trip (including but not limited to accommodation, car hire, excursions) for which you wish to claim were booked before 13th March 2020.

On the 11th March 2020, the World Health Organisation upgraded the Coronavirus (COVID-19) outbreak to a worldwide Pandemic. Based on this, as of the 13th March 2020, our insurer has classed Coronavirus disease (COVID-19) as a "known incident" and as such the following exclusion will apply:

What is not covered - applicable to all sections of the policy

We shall not be responsible for claims:

  1. Arising from an incident, which you were aware of at the time the insurance was purchased, or the trip was booked.

Any element of your trip booked on or after this date will not qualify for coronavirus related cancellation or curtailment claims

On or after 13th March 2020 Any Insure For Travel policy purchased on or after 13th March 2020:
  • will provide cover for claims for cancellation & curtailment (Section A of the policy) and emergency medical expenses & repatriation (Section B of the policy) that are related to Coronavirus (Covid-19), and
  • will not provide cover for cancelling or curtailment of your trip due to:
    1. restrictions implemented by any government or administration; or
    2. actions taken by a transport or accommodation provider;

    if those restrictions or actions relate to a pandemic illness (as declared by the World Health Organisation), including Coronavirus disease (COVID-19) or severe acute respiratory syndrome coronavirus (SARSCOV-2) or any mutation or variation of these, and

  • will not provide cover under any other section of the policy for claims caused by or relating to the Coronavirus (COVID-19); severe acute respiratory syndrome coronavirus (SARS-COV-2); any mutation or variation of these, or any fear of threat concerning these viruses.

C2) I booked my trip and purchased my insurance policy before 13th March 2020. I am currently in the UK and am due to travel in the next 7 days, but the FCO are currently advising British nationals against 'all but essential international travel' to my booked destination country. Can I claim on my policy?

We will consider a claim for cancellation should you now decide to cancel your trip. You can obtain a claim form from our website - www.travelclaimsservices.com/Claims. If you are unable to download a claim form, you may also make a claim by emailing us at enquiries@travelclaimsservices.com.

The policy will only cover you for irrecoverable unused travel, accommodation and car hire costs and other prepaid charges (including excursions up to £250, per insured person) which you have paid or are contracted to pay. Therefore, you need to try in the first instance to get a refund from your tour operator, travel agent, airline or accommodation provider.

Please note that if you decide to travel against the FCO's advice, you will not be covered for any subsequent claim.

C3) I purchased my insurance policy on or after 13th March 2020 for a trip, I had already booked prior to this. I am currently in the UK and am due to travel in the next 7 days, but the FCO are currently advising British nationals against 'all but essential international travel' to my booked destination country. Can I claim on my policy?

Unfortunately, you will not be covered for any Coronavirus (COVID-19) related cancellation claims because you purchased your policy after we declared the outbreak a 'Known Event' on 13th March 2020.

C4) I purchased my insurance policy on or after 13th March 2020 for a trip, I had already booked prior to this. I am currently in the UK and am due to travel in 10 days' time but I have tested positive for Coronavirus and as such, I cannot travel. Can I claim on my policy?

Your policy will provide cover for claims for cancellation of your trip that are related to Coronavirus (section A of the policy).

C5) I purchased my insurance policy on or after 13th March 2020 for a trip, I had already booked prior to this. I am currently in the UK and am due to travel in 10 days' time but I have been advised by the NHS to quarantine, as someone I have come into contact with has been medically diagnosed with Coronavirus. As such, I cannot travel. Can I claim on my policy?

Your policy will provide cover for claims for cancellation of your trip that are related to Coronavirus (section A of the policy). You will need to provide written evidence from the NHS, or another medical professional, that you have been told to quarantine as a result of medically diagnosed Coronavirus disease.

C6) I purchased my insurance policy on or after 13th March 2020 for a trip, I had already booked prior to this. I am currently in the UK and am due to travel in 10 days' time but I have symptoms of Coronavirus and as such, I cannot travel. Can I claim on my policy?

Unfortunately, you will not be covered for any Coronavirus (COVID-19) related cancellation claims because you have not received a positive test result confirming a Coronavirus diagnosis.

C7) If I purchase a policy today, will I be covered for any Coronavirus (COVID-19) related claims?

Your policy will provide cover for claims for cancellation & curtailment (Section A of the policy) and emergency medical expenses & repatriation (Section B of the policy) that are related to Coronavirus (Covid-19). Please note, that this does not include claims for cancellation & curtailment of your trip due to:

  1. restrictions implemented by any government or administration; or
  2. actions taken by a transport or accommodation provider;
if those restrictions or actions relate to Coronavirus disease (COVID-19).

In addition, the policy will not provide cover under any other section of the policy for claims caused by or relating to the Coronavirus (COVID-19); severe acute respiratory syndrome coronavirus (SARS-COV-2); any mutation or variation of these, or any fear of threat concerning these viruses.

C8) Can I buy a new policy now for a trip later in the year, or next year when we may be able to travel again?

Yes you can, but you should note that any policies sold on or after 13th March 2020 will provide cover for claims for cancellation & curtailment (Section A of the policy) and emergency medical expenses & repatriation (Section B of the policy) that are related to Coronavirus (Covid-19). However, this does not include claims for cancellation & curtailment of your trip due to:

  1. restrictions implemented by any government or administration; or
  2. actions taken by a transport or accommodation provider;
if those restrictions or actions relate to Coronavirus disease (COVID-19).

In addition, the policy will not provide cover under any other section of the policy for claims caused by or relating to the Coronavirus (COVID-19); severe acute respiratory syndrome coronavirus (SARS-COV-2); any mutation or variation of these, or any fear of threat concerning these viruses.

C9) My trip has been moved to a date in the future, can I change the dates on my policy?

If you have a single trip policy, it may be possible for you to amend the dates. Please contact Insure For Travel by emailing enquiries@insurefortravel.co.uk or telephoning 01903 209903.

If you have an annual multi trip policy and the new trip dates fall within the current period of insurance, cover is provided under your policy. If the new trip dates fall outside of the current period of insurance, your existing annual policy will provide cover for cancellation of the trip until the expiry date of your current annual policy.

C10) Am I still insured if I travel against the advice of the FCO?

No. Your policy will not provide cover if you decide to travel against the advice of the FCO. This would be for 'All Travel' and 'All but Essential Travel'.

C11) I'm abroad and my flight home has been changed by the airline and now occurs after my policy end date?

If, due to unexpected circumstances beyond your control and which fall under the cover provided by this policy, your trip cannot be completed within the period of insurance set out on your insurance certificate; we will extend your cover for up to 30 days to allow you to return home. There will be no charge for this.

C12) I'm abroad and my flight home has been cancelled by the airline due to the COVID-19 pandemic situation. What should I do?

If you purchased your policy and booked your trip prior to 13th March 2020, in the first instance, you should contact your travel agent, tour operator or airline provider to arrange an alternative return flight to the UK ASAP.

If having attempted to call and email your travel agent, tour operator or airline provider you do not receive a response from them or if they are unable to assist you, you should book a return flight to the UK without any further delay yourself.

We can consider claims for a new direct flight or an amendment fee for a re-routed flight up to the cost of what a cancellation claim would have been. We will need you to provide documentary evidence of what reimbursement you have been able to obtain in respect of the original flight. Please note that any offer of redress or reimbursement such as vouchers, credit notes or trips to be taken at a later date will be deducted from any claim submitted, even if you have rejected that offer.

Please ensure you keep all your receipts, along with proof you called and emailed your tour operator, travel agent or airline prior to booking a return flight yourself. On your return to the UK, You can obtain a claim form from our website - www.travelclaimsservices.com/Claims. If you are unable to download a claim form, you may also make a claim by emailing us at enquiries@travelclaimsservices.com.

C13) I am due to pay the balance on my holiday shortly. My trip destination is currently an area where the FCO are advising against all but essential travel. Will I be covered if I pay the balance and then I am unable to travel due to FCO advice in the future?

You will need to follow your contractual obligations with your travel agent/tour operator. If you were to refuse to pay the balance of your holiday without the travel agent or tour operator cancelling the holiday it could be considered disinclination to travel and there would be no cover under your travel insurance policy. Which would mean that you wouldn't be able to claim for your loss of deposit already paid. If the trip hasn't been cancelled, the travel agent/tour operator will in all likelihood be expecting you to pay over the balance of the holiday that you had committed to, but they in turn should provide you with protection of both your deposit and balance paid. In the event that you pay over the balance of the holiday and the trip is then cancelled, it will be for the travel agent/tour operator to reimburse you or offer an alternative at that point. Failing that, you may have protection through ABTA if they are a member, or through your credit or debit card providers, all of which should respond before travel insurance in any event.

C14) I'm abroad and have symptoms of Coronavirus/COVID19?

Your policy provides cover under Section B - Emergency medical expenses. You must contact the Emergency Assistance Service or someone must do so on your behalf. Full details are provided in your policy wording.

D) Personal Possession FAQ's

D1) I have bought a Winter Sports policy, does it cover my own or hired skis?

The policy will not cover you to replace either your own or hired skis. It does however cover the cost of hiring replacement skis if the skis that you own are lost, delayed or damaged so that you may continue with your holiday. Certain restrictions apply; please see terms and conditions as certain levels of cover will only apply.

D2) What should I do if an item of my personal belongings is lost, stolen or damaged whilst I am abroad?

You should report the theft, loss or damage to the local police, airline or relevant authority remembering to get a written report confirming this. If your claim related to a damaged item you must remember to bring it home with you as the insurers may wish to inspect the item. Certain restrictions apply; please see terms and conditions as certain levels of cover will only apply.

E) Policy FAQ's

E1) Can I buy your insurance whilst abroad?

No - You must buy your travel insurance before you leave the United Kingdom.

E2) I live outside of the UK, can I still buy this insurance?

This policy is only available to you if you are permanently resident in the United Kingdom and have registered with a medical practitioner in the United Kingdom.

E3) Do I have to pay a policy Excess?

Under most sections of your policy you will be expected to pay the first part of a claim (the excess). This ranges from £100 to £250, please check the individual sections of your policy for more information.

E4) Can I buy an Excess Waiver?

Yes, we offer a Zero Excess premium.

E5) How many people can be covered on one policy?

Up to 7 people can be covered on an individual policy. Family policies are restricted to 2 adults (husband and wife or partners) and up to 4 dependent children or infants. Couple policies are restricted to a maximum of 2 people.

E6) Can I buy a policy for my child?

You can buy a policy where the child is the main insured. Please note: That there may be some limitations on certain sections of the policy for claims made by a child.

E7) Do we cover One-way trips?

Cover for One way trips is provided from the time of leaving the United Kingdom to the expiry of the policy or in any event no later than 72 hours after you leave immigration control of your final destination.

E8) Do I have to notify you every time I travel on an annual multi trip policy?

No, all we ask is that you make sure that you are aware of, and stick to the maximum single trip duration permitted by your policy. If you exceed the maximum single trip duration, you will not be covered for any part of that trip.

E9) Am I covered if any of the suppliers I purchased my holiday through go bust?

No - unfortunately, the financial failure of any supplier is not covered under our insurance. Please refer to the policy wording for more details or check our website for more details on Holiday Protection.

E10) Am I covered in the unlikely event of a terrorist attack?

No. The insurer is not responsible for claims which are directly or indirectly caused by, occasioned by, resulting from or in connection with any act of terrorism.

For the purpose of this insurance, an act of terrorism is defined as - An act, including but not limited to the use / or planned use of force or violence and / or the threat of any person or group of persons whether acting alone, or on behalf of, or in connection with any organisation, or government, committed for political, religious, ideological or similar purposes including the intention to influence any government and/ or the public, or to put any section of the public in fear.

E11) Am I insured for working abroad? Your day to day holiday activities will continue to be covered as per our terms and conditions. Please note: That you will also need to make sure you have adequate insurance for any liability or legal claim that could be made against you in respect of your work (this may be effected by your employer).

F) Definitions FAQ's

F1) Do you class Uncles and Aunts as close relatives?

No - Relatives are defined as brother, step brother, brother-in-law, common law partner, daughter, step daughter, adopted daughter, daughter-in-law, fiance(e), grandchild, grandparents, legal guardian, parent, step parent, parent-in-law, sister, step sister, sister-in-law, son, step son, adopted son, son-in-law, foster child or spouse.

F2) Can my children travel independently on our family annual multi trip policy?

No, only the named insured adults may travel independently on a family policy.

G) Activities FAQ's

G1) Will I be covered to scuba dive when abroad?

Yes we cover scuba diving up to 30 metres, qualified (excludes solo dives. Cannot dive within 24hrs of departure)

G2) Am I covered for Paragliding?

Paragliding can be covered for an additional premium - please contact us for more details.

G3) What is the definition of Off-Piste skiing?

Winter sports activities are covered as follows:- Airboarding, Big foot skiing, Blade skating, Dry slope skiing, Glacier skiing/walking, Husky dog sledding (organised, non-competitive and with experienced local driver), Ice skating, Kick sledging, Ski - blading, Ski boarding, Ski run walking, Skiing on piste**, Skiing - alpine, Skiing - guided cross country skiing (Nordic) Skiing - mono, Skiing - off piste in areas designated as safe by resort management**, Sledging/tobogganing on snow, # Sledging/sleigh riding as a passenger (pulled by horse or reindeer), Snow blading, Snowboarding on piste**, Snowboarding - off piste in areas designated as safe by resort management**, Snow carving (using non powered hand tools only and not working above 3 metres from the ground), Snow shoe walking, Snow tubing, Winter walking (using crampons and ice picks only).

No cover under Section J - Personal liability for those sports or activities marked with #.

** A piste is a recognised and marked ski run within the resort boundaries.

G4) Am I covered for Camel trekking?

Cover is only available if you have paid the additional premium prior to travel and cover is confirmed on your Insurance Certificate.

G5) Am I covered for Catamaran sailing?

No cover for catamaran sailing outside coastal waters - this is normally deemed as 12 miles from shore but may differ according to region. Therefore, catamaran sailing from one country to another would not be covered.

G6) Am I covered for Kite Surfing?

There is no cover available for Kite Surfing if it is the main purpose of the trip. Cover is only available if the activity is undertaken on 'an occasional and incidental basis' and where an additional premium has been paid.

G7) Am I covered for Wakeboarding?

Wakeboarding is covered. It is regarded the same as waterskiing.

H) Booking & Customer Service FAQ's

H1) Can I cancel the policy if I decide it is not for me?

Yes you can, but this is subject to you cancelling the policy within 14 days of purchase, and you not having travelled or being in the process of making a claim.

H2) What insurance documents should I take on holiday with me?

We always advise that you take a copy of all of your insurance documents with you as you never know when you might need them. The bare minimum you should ever travel with is a copy of our full policy wording along with a note of your policy number, level of cover and issuing agents name.

H3) Can I book a Travel insurance policy commencing today?

Yes Please click here or on the "Buy Online" button to get a quote.

H4) Can you re-send my policy?

Yes, please contact us using our Contact Form.

H5) My policy has incorrect personal details, can these be changed?

Yes, please contact us using our Contact Form.

H6) What happens if I am unable to print my insurance documents?

If you are having trouble downloading or printing your documentation, please contact us using our Contact Form and we will be able to post your validation certificate only. Should you require us to post your full insurance documentation, please be advised that a £6 administration charge will be applicable.