General:
Are there any conditions that we should know about?
These frequently asked questions are to assist you. You should read the policy carefully to make sure it suits your requirements. The policy wording is available on the site (click on “Policy Wording”). As with all insurance policies there are conditions: for example, there are excesses under most sections of your policy to reduce the incidence of small claims, and you are signing, electronically, that you abide by the conditions. It is a serious offence to misrepresent material facts under an insurance contract (e.g. you confirm, in signing, that there are no pre-existing medical reasons increasing the risk of treatment being required whilst away from home).
Can I cover my 20 year old son on my annual policy?
If your son is still in full time education we can include him on your policy.
Do I need to take my policy with me when travelling?
Yes. This documentation provides you with information and emergency telephone numbers you may need in the event of making a claim while travelling. It will also provide details of any supporting documentation that may be required in the event of a claim (i.e. loss reports, receipts etc.)
How do I view the e-mailed version of my policy?
You will need a current version (4 or above) of Adobe Acrobat Reader to open the attachments. To download the latest version, visit the link at the end of your policy confirmation e-mail.
How will I receive my policy documents?
These frequently asked questions are to assist you. You should read the policy carefully to make sure it suits your requirements. The policy wording is available on the site (click on “Policy Wording”). As with all insurance policies there are conditions: for example, there are excesses under most sections of your policy to reduce the incidence of small claims, and you are signing, electronically, that you abide by the conditions. It is a serious offence to misrepresent material facts under an insurance contract (e.g. you confirm, in signing, that there are no pre-existing medical reasons increasing the risk of treatment being required whilst away from home).
If I were to injure someone playing golf in the Algarve does my policy cover me?
No - not unless it states on your certificate that your policy includes additional cover whilst playing golf.
If my car breaks down on holiday am I covered?
No, your policy doesn't cover car breakdown. You should buy car breakdown
insurance with a reputable company, particularly if your are motoring abroad.
My daughter wants to go on a back-packing holiday around Australia for 4 months - will she be covered under my annual travel policy?
No, sorry. Extended or long stay trips must be insured under a special policy. The maximum duration under for any one trip is 31 or 60 days (depending on your policy type) - usually sufficient for normal holiday commitments. We do however, offer several policies specifically geared towards backpacking trips. Please re-enter our site for details of these.
We've got an annual policy and we go on holiday in the UK quite a lot - is the UK covered?
Yes, your policy includes cover for trips taken within the UK (to include the Channel Islands and Isle of Man) where you lodge or plan to lodge for at least one night in pre-booked accommodation.
What can I do to make sure that nobody sees the financial information I input into the site?
All the information you transmit across the Internet is encrypted, meaning it is secure against possible interception.
What happens about my renewal if I have an annual policy?
Approx. 30 days before your policy expires, a form will be posted to you to invite you to renew your policy.
What if I wish to cancel my policy?
A refund of the premium can be allowed if your policy is cancelled before your policy start date or within the 14-day approval period if the policy does not meet your requirements.
What is Insurance Premium Tax?
Insurance Premium Tax (or IPT as it is often known) at 17.5%, is a tax which we have to collect for the Government.
Medical FAQ's :
I am currently under a course of treatment with my GP. Should I declare this to the insurance company?
You must declare any medical treatment for which medication, advice or treatment has been received within the 12 months prior to your Travel Insurance application. Pre-existing medical conditions are not covered unless you have declared them to us, and we have confirmed in writing that you will be covered for them. You need to give as much information as possible so that we can make a clear judgement as to whether or not we can cover you. Depending on the severity of your condition we may ask for a medical report from your GP.
If I fall ill or have an accident while abroad, how do I pay my medical bills?
Before you incur any substantial medical expenses abroad we recommend that you contact the 24hr Emergency Helpline number provided. This number can be found on the rear of your insurance certificate as well as in your policy documentation. It can also be found in the contact us webpage of our website.
My doctor told me that it would be unwise to travel abroad. Does this invalidate my policy?
It does invalidate the medical expenses section of your policy. If the advice was given after you had booked a trip abroad then you may be able to claim for the cost of the cancelled trip. Contact us for more details.
Selecting the Right Cover:
Are Business trips covered?
Most policies allow you to travel abroad on business. However, if you require cover for business equipment (e.g. laptops, projectors etc.) you should select the Columbus Executive policy, where you can cover specific items of business equipment to £1000.
Can I reduce the premium by taking less medical insurance cover?
£10 million seems excessive. It may sound excessive but a vast amount of experience tells us that it is better to have a high level of cover rather than to be left under-insured. At the end of the day, no one can tell what treatment would be required and where it would be available. Repatriation is covered under this section of your policy and can be very expensive if it has to be by private plane. Similarly, even the most basic of medical treatment in the USA can run into thousands of pounds.
Doesn't the E111 form give me the medical insurance?
The form E111 (European Union Reciprocal Health Agreement) may pay for most of the costs of emergency medical treatment, depending on which country you are in, but that could still leave you considerably out of pocket to pay hospital overnight costs, transportation and hospital bills. The typical cost for a broken leg is £5,000. Better be safe. E111 forms can be obtained from your local post office.
I quite fancy having a go at paragliding off the beach or maybe even bungee jumping.
Would I be covered if I had an accident?
Whilst many holiday makers have a go at an unusual activity, the policy does not automatically cover sports and activities. However we may be able to extend your policy to include extra cover, which may or may not be at an additional premium. Our advice is to take care and look for a professional organisation that operates these exciting facilities. If you were to consider scuba diving it is sensible to seek a professionally qualified and certificated dive school.
If I buy a family policy are we covered when travelling alone?
Yes, providing that all family members are named on the policy.
My eldest son will turn 18 whilst we are away. Will that make a difference to the premium?
No. You will not be charged any additional premium until you renew your policy.
The travel agent always tries to sell us holiday insurance. How do I handle this situation?
Always have your travel insurance policy to hand when booking a holiday or travel. They're only doing their job and trying to sell their favourite policy and to make sure you have adequate insurance cover. Showing them our policy, which offers much wider cover than most on offer, will solve the problem. Many travel agencies insist on your signing a declaration and giving your policy number - hence have it to hand - it'll save you some time.
We're going camping this year. So it is not a fully pre-booked holiday. Does our policy cover us?
Yes. Motoring, camping and self-catering holidays are included. If you were to miss a ferry or it was cancelled because of strike or bad weather you would be able to claim under your policy. Equally if your luggage were stolen or damaged there should be a valid claim and the other sections of your policy also apply. Camping equipment can be expensive so make sure you have enough insurance cover.
What is the maximum length of time that I can be covered per trip under an Annual Multi-Trip policy?
The maximum trip length on our Frequent Traveller policy varies between 21 days, 31 days and 60 days, depending on the level of cover you select.
Why take out an annual policy?
In many cases this can prove more convenient and cost-effective than purchasing single-trip policies each time you travel, particularly if you intend to travel regularly during the year.
With my household insurance, medical insurance, credit card insurance and the EU's E111 insurance, why should I buy additional travel insurance?
There is a certain amount of cover afforded by those policies but it is not complete. You must ask yourself if the cover given by those policies is as wide as you need. With Credit cards, you are typically just covered for personal accident, eg you loose an arm and they pay you £10,000. You are not covered for the medical treatment to cope with your accident or injury.
Cancellation:
If I'm called up for jury service will I be able to claim for my lost/delayed holiday?
Yes. This is called cancellation cover - and, providing the cancellation was beyond your control - such as compulsory jury service, then, as long as you did not know about the jury service at the time of booking your trip or insurance (whichever is later) you would be eligible to submit a claim. The same cover applies if you were unable to go on holiday because of illness of a member of the party travelling with you or the serious illness or death of a close family member. However, if an urgent business appointment came up that would not qualify for reimbursement.
Travel Delay:
What happens if I miss my plane through no fault of my own?
The policy includes cover for Missed Departure. So, if you arrive at your departure point too late to catch your flight or ferry as a result of the failure of public transport services, or if the car you are travelling in is involved in an accident or breaks down you may be eligible to submit a claim.
What happens if the flight is delayed?
This is called delayed departure insurance and cover is provided if your departure is delayed for at least 12 hours due to strikes/industrial action, mechanical breakdown of the plane, train or boat or adverse weather conditions.
Claims:
At 3 a.m., in a different time zone, what would we do if we needed medical treatment and needed to claim?
We have arranged for professionals to be available 24 hours a day every day of the year just in case a customer needs emergency medical advice or treatment. Call them - they'll take your number and call you back. You'll find the number clearly stated on your policy.
If any of my group were to lose their passport what happens?
Your policy provides an amount for additional travel and accommodation expenses incurred abroad in obtaining a new document (you should check your policy for the amount of cover provided). However, the policy does not recompense you for lost holiday time.
We've heard of people losing their money and credit cards. What would we do if this happened to us?
Report the loss to a recognised authority (i.e. holiday rep, hotel management) who will be able to locate the police. You should notify your credit card supplier and bank immediately so that they can cancel the cards involved. It is a sensible idea to write a list of the credit card numbers you are travelling with, along with the telephone number of your bank, or a friend or relative in the UK who can act as a contact in the event of an emergency. Keep this list separate from your credit cards; if your wallet goes missing you will have all the information you need to cancel your cards and arrange alternative funds.
Baggage:
My hotel room has been broken into and I hadn't put my valuables in the hotel safe - am I covered?
No. It is sensible to take heed of warnings about valuables being secured in the hotel safe or safe deposit boxes as thefts from hotel rooms are quite common place here and abroad.
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