Travel Insurance Questions

Please select the destination that is relevant to the scheme you wish to receive a quote or purchase a policy.

If anyone in your group is over 80 years old, please contact us. Our travel team will be able to discuss your requirements in more detail.

If you are looking for a policy for a child only, please contact us.

Your policy covers your personal baggage as standard (except Essential policies), but you can increase your level of cover for a small additional premium. If you take this option, both the total and single item limits will be doubled.

Alternatively, under some home insurance policies, personal baggage may be covered for loss or theft or damage while away from the home (All Risks cover). Therefore you can choose to remove this element of cover from this policy for a reduction in premium.

The upgrade options are not available on Explorer or International policies.

This option will provide cover for recreational skiing and snowboarding in recognised resort areas that have marked pistes or runs designed for public use. Details of the additional cover limits are set out below:

• unused ski or snowboard pack - up to £150
• ski equipment hire - £15 a day up to £300
• loss of ski equipment - up to £500
• piste closure - £20 a day up to £200
• avalanche closure - £30 a day up to £150

This option will provide additional cover for your golfing equipment (clubs, bag, shoes etc), loss of green fees and hire of equipment. Details of the cover limits are set out below:

• golf equipment - up to £1,500
• loss of pre-paid, non-refundable green fees - up to £250
• hire of golf equipment - £35 a day up to £250

The upgrade options are not available on Explorer or International policies.

This option will provide additional cover if you are getting married abroad, including cover for loss of wedding rings, gifts, photographs etc. Details of the cover limits are set out below:

• wedding rings - up to £250 for each ring
• wedding gifts - up to £1,000
• wedding photographs - up to £750
• wedding attire - up to £1,500

The upgrade options are not available on Explorer or International policies.

This option will provide cover if you travel abroad on business, including additional cover for loss or damage to business machines (including laptops), sending a replacement business colleague if you are hospitalised etc. Details of the cover limits are set out below:

• business machines and equipment - up to £2,000
• travel costs of a replacement business colleague - up to £1,500

What is not covered:

• any damage to your business machines or equipment which occurred whilst the equipment was in use
• manual work

The upgrade options are not available on Explorer or International policies.

This is a set amount applicable to each person insured under this policy which you must pay, for every incident, under each section of cover you make a claim, where the excess is applicable.

Please see the Policy Summary for full details.

Depending on your anticipated travel plans over the next year, our annual multi-trip policy may offer you better value than buying several single trip policies during the course of the year.

Our UK Classic and International Premier and Gold Travel Insurance 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 91 days. UK breaks are also covered when pre-booked for at least two consecutive nights (under our UK Classic policy).

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 UK Classic levels of cover for up to 91 days.

If you are planning a "gap year" then our Explorer Travel Insurance offers you three levels of cover for up to an 18 month insurance period. This is available for UK residents only.

UK customers

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

Should you require cover for a pre-existing condition, please contact us on: 0800 00 10 22* and we can discuss the options available to you.

International customers

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 International Travel Insurance for many conditions we will be able to offer full cover for an additional premium. Please call us on +44 1784 410910* to discuss your cover in more detail.

If you are a UK customer who has chosen an annual multi-trip or Gap Year policy online then you will not be covered for this new medical condition or any pre-existing conditions.

For International customers, if you have had a change in medication or have been 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 +44 (0) 1784 490190* in order to be medically screened.

Single trip policies - you can choose cover for specific trips between 1 and 90 days.

Annual policies - if you are a UK customer you can choose a trip duration of 31, 45 or 91 days on your annual policy. While you may take as many trips as you like in the year there is a maximum overall length of time you can be away for - this is 183 days in any policy period. These upgrade options are not available for our International policies.

Gap Year policies (Explorer) - if you are aged between 18 and 45 and planning a "gap year", then one of our Explorer policies will cover you for between 3 and 18 months.

Single trip policies - available under our Classic and Direct Travel Insurance 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, International and Direct Travel Insurance 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.

If you have chosen our UK Classic or International Travel Insurance, all members named on the policy schedule can enjoy full policy cover whilst travelling with you or on their own.

If you have chosen our Explorer Travel Insurance, your partner and children who are under 18 years old, in full time education and who normally live with you, will only have cover under this policy if they are travelling with you.

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.

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.

Please refer to your policy wording for full details

About six 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.

If you have chosen Classic annual Travel Insurance then you have a limited level of cover provided your trip is for two 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 410 910* (International) to check your level of cover or options available to you.

There is no cover available for trips within your country of residence under the Explorer or International Travel Insurance policies.

The Explorer range has four geographical regions:

• Europe
• Australia and New Zealand
• Worldwide including USA and Canada
• Worldwide excluding USA and Canada

Europe

Albania, Andorra, Austria, Balearic Islands, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Greek Islands, Hungary, Iceland, Italy, Latvia, 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, The Azores, The Canary Islands, The Channel Islands.

Australia and New Zealand

This policy will cover you in Australia or New Zealand, 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.

Worldwide including USA and Canada

Europe and all countries in the rest of the world, including the United States of America, Canada, Mexico, the Bahamas and the Caribbean Islands.

Worldwide excluding USA and Canada

Europe and all countries in the rest of the world, excluding the United States of America, Canada, Mexico, the Bahamas and the Caribbean Islands.

Providing the main duration of your stay is in Australia or New Zealand (at least 80 percent) - the Australia and New Zealand zone cover will apply. This level of cover 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, Mexico, the Bahamas or the Caribbean Islands at any time during your trip you will need to select the Worldwide including USA and Canada zone cover.

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

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

The Explorer Travel Insurance does not provide cover for trips home.

If you do choose to come home early, your cover will cease upon your return to the UK.

We recommend that you call the Bupa Travel claims helpline on +44 (0) 1784 410 910 as soon as you return home. The claims helpline will then arrange for a claim form to be sent to you for completion. You will be asked to provide a number of documents including travel tickets and/or travel itinerary and any other items such as police reports, medical reports or original receipts as necessary.

Alternatively download a claim form here:

• Download medical claim form
• Download cancellation claim form
• Download baggage and money claim form
• Download delay and missed departure claim form

If you are a resident of a European Economic Area (EEA) country and are travelling to another EEA country, we recommend that you obtain a European Health Insurance Card (EHIC) before travelling. This EHIC entitles you to receive healthcare at a reduced-cost, or sometimes free, if medical treatment becomes necessary during your visit to a country in the EEA or Switzerland.

For more information or to apply for your free EHIC visit www.doh.gov.uk.

We set ourselves high standards and try to provide the service we believe you have a right to expect. However, things can go wrong, and if they do, we want you to tell us about them. If you have a problem, please write or telephone with the details of your complaint to:

The Quality Manager at Bupa Travel Services
Willow House
Pine Trees
Chertsey Lane
Staines
Middlesex TW18 3DZ
Tel: 0800 00 10 22*
International Tel: +44 (0) 1784 410910*

If this does not resolve your complaint you should contact:

Customer Relations Department
Willow House
Pine Trees
Chertsey Lane
Staines
Middlesex TW18 3DZ
Tel: 0800 00 10 22
International Tel: +44 (0) 1784 410 910

If you are still not satisfied, you may then contact:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0800 023 4567
International Tel: +44 (0) 207 964 1000
Email: complaint.info@financial-ombudsman.org.uk

If you do make a complaint, your right to take legal action against us is not affected.