Terms & Conditions
Before buying your insurance from Flexicover Travel Insurance, we would encourage you to read the following important information.
Travel Insurance Facilities Plc (tifgroup) specialises in administering and providing travel insurance policies. Our travel insurance cover is underwritten and provided by Collinson, operating on behalf of the insurer: https://www.flexicover.co.uk/our-insurers. Please see below for our services.
Who can purchase a policy via Flexicover Travel Insurance?
This insurance meets the demands and needs of UK residents who wish to be financially protected from unexpected and unforeseen losses relating to their pre-booked holiday or trip arrangements in advance of travelling. The products are suitable for people wishing to cover themselves and their possessions whilst away from their home on a holiday. For UK trips your holiday must be pre-booked and at least two nights in duration.
Travel insurance purchased via Flexicover Travel Insurance will only be valid if, at the time of purchase, everyone named on the policy:
- Is a permanent UK resident and registered with a GP in the UK;
- Is purchasing the insurance while in the UK;
- Is travelling from and returning to the UK;
- Is not buying this policy with the reasonable knowledge or intention of claiming.
- Understands the specific exclusions relating to changes in FCDO travel advice and cover for claims relating to COVID-19 Click here for more information.;
- Is fit to travel and not travelling against the advice of any medical professional;
- Has provided full details of any current or past medical conditions;
- Is not awaiting any tests, investigation or surgery for any undiagnosed medical condition;
- Will tell us of any change in health after you have purchased this policy.
Customers who do not meet this description and are attempting to use this cover for anything other than what has been laid out above may result in claims being denied or your cover being withdrawn.
For more information please visit our documents page for policy wordings, terms of business documents and insurance product information documents (IPIDs)
Who regulates us?
This website is operated by Flexicover Travel Insurance which is a trading name of Travel Insurance Facilities Plc, which is authorised and regulated by the Financial Conduct Authority frn 306537. registered office: 1 Tower View, Kings Hill, West Malling, ME19 4UY. registered in England and Wales no. 3220410.
Whose products do we offer?
We only offer insurance from a single insurer Collinson insurance, which is a trading name of Astrenska Insurance Limited who is authorised and regulated by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA). their financial services register number is 202846. these details can be checked on the financial services register at: https://register.fca.org.uk/s/
What services will we provide you with?
You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.
How do we collect and hold your payment?
We collect and hold money as an agent of the insurer, who are Collinson Insurance which is a trading name of Astrenska Insurance Limited.
How are we remunerated?
Our remuneration is a percentage of the insurance premium paid by you and allowed to us by the insurer with whom the insurance policy is placed. We do not normally charge a fee for our services to you; however, we reserve the right to do so, and if we do choose to do this, we will clearly show these within our communications and quotation to you.
Will you have to pay a fee for our services?
You will not have to pay a fee for our services, you will receive a quotation which will tell you about any fees charged by other parties (if applied) relating to any particular insurance policy.
Who owns Flexicover Travel Insurance?
Flexicover Travel Insurance is a trading name of Travel Insurance Facilities Plc whose registered company number in England is No. 3220410.
Our registered address is:
1 Tower View
Kings Hill
West Malling
ME19 4UY
Are we covered by the Financial Services Compensation Scheme (FSCS)?
We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.
Insurance advising and arranging is covered for 90% of the claim, with no upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit.
Further information about the compensations scheme arrangements is available from the FSCS.
How to make a claim?
Within your policy wording there is a section on how to make a claim. Please click here to find out more about the process and what information is required to support your claim. You must report all incidents that could give rise to a claim as soon as you are aware of the incident, most importantly in the event you need emergency medical attention abroad, you must contact our appointed Emergency Assistance team.
The policy wording will provide you with information on what we will pay for in the event of a claim and/or situations which are excluded from cover. Therefore, please ensure you have read your policy wording within the 14-day cooling off period or contact us to clarify what you’re covered for. We will help you with all your questions.
Cooling off period
If you feel that the policy you purchased is not to your satisfaction and provided you have not travelled and/or made a claim and you are within the 14-day cooling off period, we are happy to provide a full refund of the premium you have paid.
Cancellation of Policies
If you are wanting to cancel your policy outside of the 14-day cooling off period, as per your policy wording, there is no refund given unless agreed by us in exceptional circumstances. (Please refer to the details under ‘If I need to cancel my policy’ within your policy wording).
For single trip policies If we agree to refund, then we will refund 75% of the total premium you have paid (including any additional premium charged for an existing medical condition), but no refund will be provided if a trip has already started.
For multi-trip policies If we agree to refund, then we will refund a percentage of the total premium you have paid, based on the number of months the policy was live before cancellation (please see below table)
| Number of months policy was live before cancellation | % Refund |
|---|---|
| 1 Month | 75% |
| 2 Months | 60% |
| 3 Months | 50% |
| 4 Months | 40% |
| 5 Months | 30% |
| 6 Months | 25% |
| 7 Months | 20% |
| 8 Months | 15% |
| 9 Months | 10% |
| 10 Months | 5% |
| 11 Months | 0% |
| 12 Months | 0% |
We reserve the right to give 7 days’ notice of cancellation of this policy, without refund, by recorded delivery to you at your last known address in the event of the following circumstances; fraud, suspected fraud, misleading information or deliberate misrepresentation, abusive behaviour to any of our staff or agents.
Customer Services
If you have a question about our policies, need to declare a medical condition or make a change to your current policy, please contact:
Flexicover Travel Insurance
Telephone: 0333 005 1071
Or via our live chat here
How to make a complaint
Customer centricity remains of paramount importance to us. If any of our customers are dissatisfied, we abide by a complaints procedure to ensure they are treated fairly. If you wish to register a complaint and/or request a copy of our complaints procedure please contact us using one of the following methods:
If your complaint relates to the sales literature, the way in which your policy was sold to you, the Medical Screening Service, or regarding information about your policy, in writing, please contact:
Flexicover Travel Insurance Complaints, Complaints Manager
Travel Insurance Facilities Plc
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY
Via email, please contact: complaints@tifgroup.co.uk
Via telephone, please contact: 0333 005 1071
Open: We are open Monday-Friday 9am-6pm and Saturday-Sunday 9am-5pm.
If your complaint relates to a claim, or assistance you received whilst travelling, please contact:
Quality Department
Collinson Insurance Services Limited
Sussex House
Perrymount Road
Haywards Heath
West Sussex
RH16 1DN
Email: complaints@collinsoninsurance.com
Telephone: 0333 333 9702
If your complaint relates to the end supplier sections of cover or claims, and you purchased your policy before 19th December 2023, please contact:
End Supplier Complaints (IPP)
Compliance Officer
Liberty Mutual Insurance Europe SE, 20 Fenchurch Street, London, EC3M 3AW.
Email: complaints@libertyglobalgroup.com
Telephone: +44 (0)203 758 0840
If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service (FOS). You can find out more about this by visiting the FOS website at Financial Ombudsman Service.
Quotations
Unless stated otherwise in the documentation we have provided to you, all quotations for new insurances are valid only for a period of 30 days from the date of issue.
You should be aware that quotations may change or be withdrawn if the information given to us or your insurers in proposal forms or declarations differs from that provided at the time the quotation was issued.
Website
Access to and use of this Internet Web site (referred to as this “Siteâ€) is governed by the terms and conditions set out below, as well as any applicable laws, statutes, ordinances and regulations. By browsing, visiting or otherwise accessing or using this Site, you agree to abide by the terms and conditions set out below. As used in this Site, the term “tifgroup†is intended to include Travel Insurance Facilities Plc and its respective divisions, subsidiaries and affiliated companies.
The information contained in this Site has been prepared solely for the purpose of providing information about travel insurance products and the services it offers.
By accessing this Site you agree that tifgroup will not be liable for any direct, indirect or any other loss not specified in this policy, arising from the use of the information and material contained in this Site or from your access of other material on the internet via web links from this Site. The above exclusions and limitations apply only to the extent permitted by law.
The copyright in the material contained in this Site and any tifgroup trademarks and brands included in that material belongs to tifgroup or its licensors. Any person may copy any part of this material from this Site, subject to the following conditions:
The material may be used only for that person’s own personal use for non-commercial purposes; The copies must retain any copyright or other intellectual property notices contained in the original material; and the products, technology or processes described in this Site may be the subject of other intellectual property rights reserved by tifgroup or by other third parties.
No licence is granted in respect of those intellectual property rights. Images, trademarks and brands displayed on this Site are protected by copyright, trade mark and other intellectual property laws and may not be reproduced or appropriated in any manner without written permission of their respective owner(s).
You may not, however, distribute, modify, transmit, reuse, report, or use the contents of this Site for public or commercial purposes, including the text, images, audio and video without the written permission of tifgroup.
Your access and use of this Site is also subject to the following Terms and Conditions and all applicable laws. By accessing and browsing this Site, you accept, without limitation or qualification, these Terms and Conditions and acknowledge that any other agreement between you and tifgroup is superseded and of no force or effect.
You should assume that everything you see or read on this Site is copyrighted unless otherwise noted and may not be used except as provided in these Terms and Conditions or in the text on this Site without the written permission of tifgroup. tifgroup neither warrants nor represents that your use of materials displayed on this Site will not infringe rights of third parties not owned by or affiliated with tifgroup.
While tifgroup uses all reasonable efforts to include accurate and up-to-date information on this Site, tifgroup makes no warranties or representations as to its accuracy. tifgroup assumes no liability or responsibility for any errors or omissions in the content on this Site.
Your use and browsing of this Site is at your own risk. Neither tifgroup nor any other party involved in hosting or delivering this Site is liable for any direct, incidental, any other loss not specified in this policy, indirect, or punitive damages arising out of your access to, use of, this Site. Without limiting the foregoing, everything on this Site is provided to you “AS IS†without warranty of any kind, either expresses or implied, including but not limited to, the implied warrantied or merchant ability, fitness for a particular purpose, or non-infringement. Please note that some jurisdictions may not allow the exclusion of implied warranties, so some of the above exclusions may not apply to you. Check your local laws for any restrictions or limitations regarding the exclusion of implied warranties. tifgroup also assumes no responsibility and shall not be liable for any damages to, or viruses that may infect your computer equipment or other property on account of your access to, use of, or browsing of this Site or the downloading of any materials, software, data, text, images, video, or audio from this Site.
Any communication or material you transmit to this Site by electronic email or otherwise, including any data, questions, comments, suggestions, or the like is and will be treated as, non-confidential and non-proprietary. Anything you transmit or post may be used by tifgroup or its affiliates for any purpose, including but not limited to reproduction, disclosure, transmission, publication, broadcast, and posting. Furthermore, tifgroup is free to use any ideas, concepts, know-how, or techniques contained in any communication you send to this Site for any purpose whatsoever, including but limited to developing and marketing services using such information.
Images of people or places displayed on this Site are either the property of, or used with permission by, tifgroup. The use of these images by you, or anyone else authorised by you, is prohibited unless specifically permitted by these Terms and Conditions or specific permission provided elsewhere on this Site. Any unauthorised use of the images may violate copyright laws, trademark laws, the laws of privacy and publicity, and communications regulations and statutes.
The trademarks, logos, and service marks (collectively the “Trademarksâ€) displayed on this Site, including tifgroup, are the property of tifgroup. Nothing contained on this Site should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any Trademark displayed on this Site, without the permission of tifgroup or such third party that may own the Trademarks displayed on this Site. Your misuse of the Trademarks displayed on this Site, or any other content on this Site, except as provided in these Terms and Conditions, is strictly prohibited. You are also advised that tifgroup will enforce its intellectual property rights to the fullest extent of the law, including seeking of criminal prosecution.
tifgroup has not reviewed all of the sites linked to this Site and is not responsible for the contents of any off-site pages or any other sites linked to this Site. Your linking to any other off-site pages or other sites is at your own risk.
Although tifgroup may from time to time monitor or review discussions, chats, postings, transmissions, bulletin boards and the like on this Site, tifgroup is under no obligation to do so and assumes no responsibility or liability arising from the content of any such locations not for any error, defamation, libel, slander, omission, falsehood, obscenity, pornography, profanity, danger, or inaccuracy in any information contained within such locations on this Site. You are prohibited from scandalous, inflammatory, pornographic or profane materials or any material that could constitute or encourage conduct that would be considered a criminal offence, give rise to civil liability, or otherwise violate any law. tifgroup will co-operate with any law enforcement authorities or court order requesting or directing tifgroup to disclose the identity of anyone posting any such information or materials.
tifgroup may at any time revise these Terms and Conditions by updating this posting. You are bound by any such revisions and should therefore periodically visit this page to review these current Terms and Conditions to which you are bound.
Hyperlink policy
This site contains links to other company web sites. tifgroup is not responsible for the privacy practices or the content of such web sites and accepts no liability for any loss or damage you may suffer when linking to these.
Logo links
On some occasions a logo hyperlink will be accepted, again this will need to be approved by Corporate Marketing Communications. If the logo is used on this site, written permission must be sort from the third party. This will protect tifgroup in terms of breach of copyright, preventing any ambiguity between both parties. A written copy of express permission logo usage approval (letter or email accepted) detailing the usage rights of their logo must be forwarded on to Corporate Marketing Communications for reference purposes
Denied links
No links will be given to the following sites that include or promote the following: pornography, terrorism, racism, political views, any criminal activity and direct competitors.
Hyperlink disclaimer
All third parties will need to be made aware of the following:
Please note that hyperlinks are given for information purposes only and there is no inferred recommendation as to the companies listed on this site. tifgroup does not take any responsibility for the quality of service these organisations provide.
tifgroup will reserve the right to remove any hyperlinks at any time without prior consultation with third parties.
tifgroup travel insurance key facts:
all insurance providers operating within the uk must provide an insurance product information document. you can view ours by clicking here.
Why Choose Flexicover Travel Insurance?