Travel Insurance Customer Support

Our annual multi-trip policy is great if you take more than one trip a year and it could save you money on your travel insurance. The extended stay policy is handy if you’re out of the country for a long period of time – an around the world trip, for example.

You can get help from the Foreign and Commonwealth Office website, which offers a wealth of travel advice, tips and up-to-date, information on most countries.

You should always declare pre-existing medical conditions on your travel insurance prior to taking the policy out and before your trip has started. If you don't declare these conditions, even if they're stable at the time of taking the policy out, you may end up not being covered when you travel.

Even if you've had a condition whereby your treatment has now stopped, you may still have to declare the illness as a pre-existing condition for some time afterwards. These can include lifetime conditions such as asthma, long-term illnesses like cancer or heart problems, injuries, and chronic conditions.

If you don't declare your pre-existing medical conditions on your travel insurance policy, you run the risk of invalidating any claims you need to make that relate to your pre-existing medical condition. As such it's imperative that you declare them when taking out such a policy and secure a medical travel insurance policy that covers existing medical conditions.

Yes. Our annual insurance allows up to 62 days for any one trip if you choose Silver or Gold cover, or up to 92 days if you select Platinum cover.

Yes, we can cover you and up to 5 of your children aged 17 or under with a family policy. If it’s just the two of you, please select a couple policy.

No, you don’t. We base our premiums on the individuals who are travelling.

Our family policies cover children aged 17 or under. If your child or children are 18 years old, they can have their own individual policy, or you can buy a group policy for all of you.

Please note, a group policy is only available on single trip policies.

There are some exclusions. Here are the main ones.

• Travelling against medical advice or to obtain medical treatment.
• Pre-existing medical conditions that haven’t been agreed by us.
• Hazardous sports or activities that haven’t been agreed by us.
• Pregnancy or childbirth, if the due date is less than 12 weeks (16 weeks for a multiple birth) after the end of the trip.
• Theft from unattended vehicles in some circumstances.
• Loss or theft of baggage not reported to the police within 24 hours or as soon as possible after that.
• Flying, except as a fare-paying passenger in a licensed passenger carrying aircraft.

For the full list of what is covered and not covered see our policy wording.

We comply with the Payment Card Industry Data Security Standards which is a set of standards established to protect the payment card data of consumers. These are designed to ensure the secure handling of credit card payment details and protect cardholder data from unauthorised access and theft.

When you pay for your policy online we can’t see your card details and they are not visible in our system, only the last 4 digits of your card are retained to help you identify the card used. 

Your personalised documents are saved securely online. Once you’ve bought your cover, we’ll email you to let you know where and how to access your documents. And to protect your security, we’ll ask you to set up a password so only you can access them.

View your policy documents online.

If you accidentally delete the email telling you how to access your documents, you can call our Customer Services Team on 0345 305 2622* and we’ll send the email again for you.

Your online documents will be in a printable format, allowing you to print them at home. Alternatively, you can contact us at any time to request that your documents be posted out to your home address.

That’s no problem – we can provide your documents in large print, Braille or on audio cassette. Simply call our Customer Service Team on 0345 305 2622* and we’ll arrange to send the documents in a format that suits you.

And if you have a hearing or speech impairment, you can also contact us using the Text Relay service (Next Generation Text). Please dial 18001 followed by the number you’re calling use Typetalk. To speak with our Customer Service Team dial 18001 0345 305 2622*.