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Your questions

Annual multi-trip or single trip policy?

Depending on your travel plans in the year, then our annual multi-trip policy may be better value than buying several single trip policies.

Our Classic and Direct TravelCover offers you annual policies for an unlimited amount of trips, up to a total of 183 days per year with options to increase individual trip lengths for up to 90 days. UK breaks are also available under the Premier and Gold levels of cover and are covered when pre-booked for at least 3 consecutive nights.

Alternatively, if you only have one trip planned this year, then our single trip policy may be a more suitable policy. Single trip policies are also available under the Direct Premier and Gold levels of cover for up to 90 days.

If you are planning a "gap year" then our Explorer TravelCover offers you three levels of cover for up to an 18 months insurance period.

A named person on the policy has an existing medical condition; can we still have cover under this policy?

If you or anyone who is named on the policy are suffering from a medical condition and/or have answered "yes" to any of the medical questions, then you will need to be medically screened by our travel team. Under our Direct TravelCover for many conditions we will be able to offer full cover for an additional premium. Please call us on 0800 00 10 22* (UK) or +44 1784 410910* (international) to discuss your cover in more detail.

If you have selected Classic or ExplorerTravelCover, cover for any medical condition which existed prior to you purchasing your policy will be excluded.

Are there any age limits?

Single trip policies - available under our Direct TravelCover up to the age of 79. If you are over 80 then please contact us to discuss your situation.

Annual multi-trip policies - available under our Classic and Direct TravelCover up to the age of 79. If you are over 80 then please contact us to discuss your situation.

Gap year policies (Explorer) - available for 18 to 45 year olds.

For all policies that have winter sports included or as an additional option, cover is only available to people under 65 years of age. Please call us on 0800 00 10 22* (UK) or +44 1784 410910* (International) to discuss cover in more detail.

Can you arrange travel insurance for someone who is not resident in or travelling from the UK?

Yes, we are able to insure most people who are not resident in or travelling from the UK under our International TravelCover only. Please call us on 0800 00 10 22* (UK) or +44 1784 410910* (International) to discuss cover in more detail.

How do I know what my policy covers?

Your Policy Schedule sets out what benefits, benefit levels and excesses you have selected, who is insured and any endorsements. For more information on each benefit please refer to your policy wording. If after reading this you have any questions then feel free to contact the travel team on 0800 00 10 22* (UK) or +44 1784 410910* (international).

Who do I call in case of an emergency?

Our Emergency and Pre-Travel advice centre are open 24 hours a day, 365 days a year and can be contacted on +44 (0) 20 8763 3115*.

I have an annual multi-trip policy - will the members of my family be able to travel separately?

If you have choosen our Classic or Direct TravelCover, all members named on the policy schedule can enjoy full policy cover whilst travelling on their own. If you have choosen our Explorer Travelcover, your partner and children who are under 18 years old, in full time education and who normally live with you will have no cover under this policy unless they are travelling with you.

I have an annual multi-trip policy; do I need to inform you before I take each trip?

No, not for Classic and Direct TravelCover, as long as you are travelling within the maximum duration allowed per trip and not for more than 183 days per year.

If, after reading my policy document, I don't think it meets my needs can I cancel the policy and get my money back?

Should you decide that after reading the documentation the policy is not suitable for your needs, please contact our Customer Services help line on 0800 00 10 22* (UK) or +44 1784 410910* (International) in order to obtain a full refund of your premium.

A refund is only payable within the first 14 days of receipt of your documentation and providing you have not travelled or submitted a claim within this 14-day period.

I have an annual multi-trip policy; since taking out the policy I have been diagnosed with a new medical condition, what should I do?

If you have had a change in medication or given medication for the first time or been diagnosed with a new condition, you need to inform us to ensure that you are fully underwritten before travelling (please be aware that cover is not guaranteed and could result in a change in medical coverage and/or an additional premium). Please contact our customer service helpline on 0800 00 10 22* (UK) or +44 (0) 1784 490190* (International) in order to be medically screened.

Do I need to take my policy with me when travelling?

Yes, we recommend you take your documents with you on holiday so that you can refer to them if necessary.

I am going scuba diving on holiday, am I covered?

Yes, on all our policies you are covered as long as you are accompanied by a qualified diving instructor and only dive up to a maximum of 30 metres, then cover is provided.

Please refer to your policy wording for full details.

I might want to take part in extreme sports while I'm away. How will I know if they are covered?

Please see activities covered by this Policy in your policy wording. If you are unsure as to whether a certain activity is covered or not, please call us on 0800 00 10 22* (UK) or +44 1784 410910* (international).

Under the winter sports cover, can I ski or snowboard off-piste?

Yes, as long as you have winter sports included on your policy or have selected it as an additional option and the approprate premium has been paid, then you will be covered when accompanied by a qualified or experienced guide or qualified instructor.

What countries are covered under Europe?

Countries covered under our Europe policy are: Albania, Algeria, Andorra, Austria, Balearic Islands, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, Crete, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greece, Greek Islands, Hungary, Iceland, Israel, Italy, Latvia, Lebanon, Libya, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, Montenegro, Morocco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia (European), San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Syria, Tunisia, Turkey, Ukraine, Vatican City, Yugoslavia, The Azores, The Canary Islands, The Channel Islands.

What countries are covered under Worldwide excluding USA and Canada?

Under our Classic or Direct TravelCover we will cover you in any country in the world excluding the United States of America, Canada, Mexico, The Bahamas and The Caribbean Islands.

If I have an annual travel policy, what happens at the end of my policy year?

About 6 weeks before your annual policy is due to end, we will send you a letter reminding you that your cover is about to come to an end. You will need to call us on 0800 00 10 22* (UK) or +44 1784 410910* (International) if you wish to renew your policy.

You must renew your policy before you leave your country of residence and not while you are abroad.

Am I covered for trips solely within the UK?

If you have chosen Classic or Direct annual TravelCover or a single trip policy (with an upgrade option) - then you have a limited level of cover provided your trip is for 3 or more consecutive nights and solely within the UK. Please contact our Customer Service Department on 0800 00 10 22* (UK) or +44 (0) 1784 491190* (International) to check your level of cover or options available to you.

There is no cover available for trips within the UK under the Explorer TravelCover or Driect Travelcover, Essential level of cover.

Gap year specific questions

Are the geographic regions the same on the Gap Year (Explorer TravelCover) policy?

The Explorer TravelCover has three levels of cover and a range of 4 geographical regions:

I am travelling to Australia and New Zealand, but will be stopping off in Singapore on the way, what level of cover do I need?

Providing the main duration of your stay is in Australia or New Zealand - the Australia and New Zealand zone cover will apply. This will include a short stay in the Far East prior to your arrival to Australia/New Zealand or on your return to the UK.

However, if you intend stopping in the USA/Canada at any time during your trip you will need to select the USA and Canada zone cover.

When I am travelling will I be covered for any internal flights?

Yes, internal flights are covered subject to the terms, conditions and exclusions of the policy.

Please be aware that our Explorer TravelCover does not cover any trips solely within the UK.

Am I covered for travel delay or missed departure?

There is no cover for travel delay or missed departure under the Explorer TravelCover. However, you will be covered if your baggage is delayed for more than 12 hours on the outward journey of your trip. Please see the policy wording for full terms, conditions and exclusions.

When travelling on a trip, will I be covered if I come home during the insurance period and want to then continue travelling on the same policy?

The Explorer TravelCover does not provide cover for trips home. If you choose to come home early, your cover will cease upon your return to the UK.

If I become ill due to an existing medical condition, will I be covered under the Explorer TravelCover?

Cover for any medical condition which existed prior to you purchasing your policy will be excluded.

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