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Travel Insurance support

Travel Insurance Customer Support

Frequently asked questions

Should I choose an annual multi-trip or extended stay policy?

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.

Where can I get information and advice on the country I want to go to?

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.

I’m suffering / have suffered from a medical problem. Will my travel policy cover this?

We offer a medical screening process, and this will tell you whether claims for your existing medical condition will be covered. We've tried to make sure we can offer cover to most customers, but some conditions may mean you have to pay a bit more to make sure you’re fully covered.

I want to go on holiday for eight weeks. Will such a long break be covered under your annual policy?

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.

I live with my partner, but we’re not married, are we still eligible for a family policy?

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

As a single parent, do I have to pay the standard family premium?

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

One of my children has turned 18, but we’d like to go on a family holiday this year – would she be covered?

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.

Is there anything I won't be covered for?

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.

I want to pay by credit / debit card, how secure is the payment online?

We use 256 bit SSL encryption.

When and how do I get my documents?

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.

What if I delete the email telling me where my documents are?

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.

Can I have a printed copy of my documents?

Your online documents will be in a printable format so you can print them off at home.

I need my documents in large print. What should I do?

That’s no problem – we can provide your documents in large print, Braille or on audio cassette. Simply call our Customer Services 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 Services Team dial 18001 0345 305 2622*.

How long will my documents be available online?

You can access your insurance documents online throughout the life of your policy. And if you need to access your documents after your policy ends, just call our Customer Services Team on 0345 305 2622*.

*Sales and service lines are open 9am-5pm Monday to Friday. Closed weekend and Bank Holidays. Calls may be monitored or recorded. Calls are charged at local rates from landlines and mobiles.

*Telephone calls may be recorded for security purposes and monitored under our quality control procedures.