FAQ's

Please use the address of the lead person on the policy.

The policy premium is more expensive as you get older, because the chances of you making a claim is a higher risk.

If you purchase your travel insurance on our website you will automatically get a 15% discount applied to the quote. Depending on what policy you purchase, families and couples also have a discounted quote

When you apply for a quotation on our website, there is a section on the quote journey for you to entre in your discount code. Once you have done this, the price will then be amended to reflect the discount.

If you are getting a quote on our website, there will be a section of the quote process where you can enter the medical conditions for yourself and anyone named on the policy. If you would rather speak to someone, please contact us.

We ask that you declare anything you are taking medication for, seeing a GP/consultant for, or anything that come under our ‘Have you ever’ questions, such as Cancer, Heart conditions, Diabetes etc. For more information, please feel free to contact us.

Single trip policies are only to cover you for the one trip that you have planned, a multi trip policy, also known as an annual policy, is covering you for unlimited trips within a 12 month period.

They are basically the same cover, although there will be different levels of cover on both. They are designed for people who are travelling the world for longer that 3 months, and therefore cannot use a single or multi trip policy due to the trip duration restrictions.

This will depend on how far you plan to travel, please enter each destination on our countries covered list and it will tell you exactly what geographical area to select.

It is only necessary to provide proof of intent to return home is certain circumstances, but having a return journey back to the UK that has been booked/paid for is usually adequate proof. If you do not have a return journey booked yet, we will need one of the following:

• Confirmation of a college or university placement
• Contract of the employment commencement date
• Rental agreement
• Consultant appointments in the UK
• Copy of logbook confirming ownership of the vehicle, with proof of current tax.
• Court summons or appearances o Mortgage agreement
• Current home or contents insurance (in your name).
• Future travel plans (flight bookings) leaving and returning to the UK.

Please note that this policy is not intended to offer cover if you are emigrating.

On our website, under ‘Help Centre’ there is a list of all of the countries that we cover, and what area they are covered in, you can also search specific destinations to make it easier for you. You can find the list here.

If you are having trouble selecting your destination, try refreshing the page. If that still does not work, you can contact our customer service team and they will be able to assist you

If you are not able to find our destination on our list, you can refine it by searching the specific country you are travelling to. We do have almost all countries on our list, the only countries that are missing are ones that the FCDO do not allow people to travel to.

This will depend on where in the world you want to travel as we have two different types of Worldwide cover. This includes: Worldwide Excluding USA, Caribbean, Canada, and Worldwide Excluding Mexico. You can find out more on our countries covered list and it will tell you exactly which geographical area to select.

Personal accident is when you cause injury to yourself and no one else is injured

Personal liability is injury and damage to another person or damage to a building

Force Majeure is cancellation due to War, invasion, acts of foreign enemy, hostilities or warlike operation (whether war be declared or not), civil war, mutiny, military rising, insurrection, rebellion, revolution, military or usurped power, climatic conditions and acts of nature. This will match the amount they are covered for under general cancellation.

Repatriation is the process of returning a person to their country of origin. Under travel insurance policies this will usually be because an injury or illness means that the person must go home earlier or later than their original holiday departure date. Any necessary repatriation costs are covered under the Medical Emergency Expenses section of our policies. However. In the event that we are medically repatriating you and you have no pre-booked and paid return trip, the cost of the economy flight(s) will be deducted from your claim

Unfortunately not, once you have purchased the policy will not be able to apply any discount codes, you can save the discount code for a future policy, or you can cancel your cover within the 14 day cooling off period and then re-quote yourself with the discount applied to the new quote.

We do not have a list of specific discount codes, however when you quote yourself on our website this automatically includes a 15% discount applied to your quote compared to calling in. We do provide a discount if it is someone’s birthday, or if you are renewing which will come to you via email as a previous customer. New customers should keep an eye on the website and our social channels for any discount codes throughout the year.

Yes, one of our terms and conditions states that you have to be resident in the UK, have been living here for the past 6 months and be registered with a UK GP

If you are looking to travel to the Channel Islands you will need to select Europe excluding Spain.

These will be covered covered under the Europe excluding Spain destination grouping.

We do not accept Paypal, we accept Visa, Mastercard and AMEX

You can either log in to your Customer Area and proceed with payment that way or you can contact our customer service team and provide them with your quote number, they will ask you for your card details in order to make the payment for the policy. (Do not worry, we do not store any cards details on our system.

We take your Date of birth, rather than your age. Once you have entered your date of birth in the personal details section of the quote journey, it will automatically provide you with a price for quote, we require your date of birth to match your passports to avoid any confusion relating to data protection and claims.

This will depend on the circumstances for your child to be travelling alone, please contact our customer service team and they will be able to provide you with further information relating to the this.

No, all of our policies have terms and conditions stating that the trip must start and end in the UK, meaning if you are out of the UK and want a policy, we will not be able to provide you with an insurance policy.

Once you have provided all information during the quote journey, you will be provided with a quote reference number. If you wanted to go ahead with the quote you can provide your quote number and access all information that you have provided during the quote within your Customer Area.

Please note: your quote will only be valid for 30 days.

The differences in policies, are mainly the cover that you are purchasing, the cover on our Standard product will offer less cover than our Platinum product, the excess will also change depending on what level of cover you select. Click here for more information.

This means that we can give you as much information about the cover but we cannot tell you what the best policy is for you, this will need to be decided by yourself.

An excess is something in which you will need to pay in the event of a claim, different policies that we provide offer different excess levels, the excess only comes into play should you need to submit a claim.

Cover for working abroad, for example, bar and restaurant work, non-professional musicians/signers and fruit pickers (who do not use machinery) is included automatically.
However, we do not provide cover for manual work, which is defined as work that is physical, including construction, installation, assembly and building work. Including working with domestic or wild animals, humanitarian, carer, or work in any medical capacity.

The will depend on the type of policy you have, if you have a longstay and backpacker policy you are able to extend your policy up to 18 months in total.
For more information, please contact our <a class=”waffle-rich-text-link” href=”https://www.flexicover.co.uk/help-centre/contact-us”>Customer Service team.</a>

It is only necessary to provide proof of intent to return home is certain circumstances, but having a return journey back to the UK that has been booked/paid for is usually adequate proof.

If you do not have a return journey booked yet, we will need one of the following:

o Confirmation of a college or university placement
o Contract of the employment commencement date
o Rental agreement
o Consultant appointments in the UK
o Copy of logbook confirming ownership of the vehicle, with proof of current tax.
o Court summons or appearances
o Mortgage agreement
o Current home or contents insurance (in your name).
o Future travel plans (flight bookings) leaving and returning to the UK.

Please note that this policy is not intended to offer cover if you are emigrating.

At Flexicover we understand that backpacker and longstay travellers very rarely have their flight home booked at the start of their trip. However our policies cannot cover emigration, and so in the event of a claim our team would need to see some type of written evidence that you intend to return to the UK.

The types of evidence our claims team will accept are listed in the above question.

Medicare is really important as it will provide you with free or discounted healthcare and medicines if you were faced with a medical emergency. To enrol in Medicare you can download a form from the Australian Human Services website, or you can visit a Medicare office as soon as you arrive.

We can cover those up to the age of 75 on our Backpacker and Longstay policies, depending on your age, destination of choice and the outcome of your medical declaration.

If you are looking for a single trip, the age limits are as follows:

• Up to 65 = 94 days
• 66+ = Up to 31 days

If you are looking for an annual multi trip policy, the maximum trip duration for anyone up to the age of 85 is 31 days.

They are basically the same cover, although there will be different levels of cover on both. They are designed for people who are travelling the world for 18 months, and therefore cannot use a single or multi trip policy due to the trip duration restrictions.

This can be completed online using this form or via the contact us page. The team will be happy to assist with the cancellation and process the relevant refund.

Yes, this can be completed online using this form or via the contact us page. The team will be happy to assist with the cancellation and process the relevant refund.

Yes, providing you are not looking to submit a claim and have not travelled on the policy. The amount we can refund may differ depending on your policy, so please check your policy wording for confirmation.

No. If you decide the policy is not fit for purpose after purchasing, you have 14 days in which to cancel and obtain a full refund. If the dates of your policy have elapsed and you have not travelled, we may ask for confirmation that you did not travel as well as confirming no claims have been made before we look to issue a refund. For more information, please check your policy wording.

If you decide the policy is not fit for purpose after purchasing, you have 14 days in which to cancel and obtain a full refund. After this time, the refund amount will change based on the amount of time left on the policy. For more information you can check your policy wordings or check our terms and conditions page

The choice is up to you. We can look to amend your policy which you can easily do online here or you can cancel the policy here and obtain a refund, relevant for the amount of time cover has been in place. Please be aware, if you do decide to amend your policy dates, you may incur an additional premium.

Please contact the customer service team via the contact us page. They will be happy to assist you.

The refund will go back on to the same card that the policy was originally purchased on. We will however require you to confirm the details as we do not retain this.

If you have travelled on the policy, have claimed or are looking to submit a claim. We will not look to issue a refund under these circumstances as the policy has effectively been used.

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Please contact the customer service team via the contact us page. They will be happy to assist you.

Please check our Claims Information page here for up to date information

Please check our Claims Information page here for up to date information

Please check our Claims Information page here for up to date information

Please check our Claims Information page here for up to date information

Please check our Claims Information page here for up to date information

The allocated claim assessor. If they require further information, they will make direct contact with you.

Yes, up to 60 days, unless under exceptional circumstances.

Please check our Claims Information page here for up to date information

Sometimes we may ask for additional information from yourself or a service provider which can take some time to obtain. If this does happen, the team will keep you up to date and set your expectations with time scales.

This will be dependent on the situation. If this is the case for you, we would suggest speaking with the claims team who will be able to advise you. They can be contacted on 0333 005 1073. It is worth noting that the claims customer service agents will not be able to advise if the claim will be paid or not, as this will only be confirmed once all information has been received and the assessor has assessed the claim.

Yes however, please be aware your policy may have exclusions in relation to this. Please check your policy wording here. If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.

Yes however, please be aware your policy may have exclusions in relation to this. Please check your policy wording here. If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.

Yes however, please be aware your policy may have exclusions in relation to this. Please check your policy wording here. If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.

Yes however, please be aware your policy may have exclusions in relation to this. Please check your policy wording here. If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.

Yes but they will be assessed as 2 separate claims and you will be given 2 reference numbers. For ease, we would suggest you keep them separate.

The claims team will be happy to assist. You can contact them via the contact us page.

Yes. Please be aware, we will only pay for the costs of the insured person on the policy, regardless of who paid. For example, you are travelling with 4 other people who are all covered with other insurers, but you paid for the holiday. We would only assess the claim for your portion of the costs.

Please check our Claims Information page here for up to date information

No, this is not covered under the policy. Any expenses required for travel will not be covered. For further clarification, please check your policy wording.

You can submit a claim while you are abroad however, we would suggest waiting until you return to the UK for ease. If you do require assistance while abroad, please contact the emergency assistance team on 0333 005 1074

It is likely this will not be covered under your policy – please check your policy wording. Any changes by the airline provider will be the responsibility of them.

During the claim process, you will be asked for your BACS details. Please ensure these are correct when providing them to us.

Cancellation is when you have been unable to go on your trip at all – you have not left home for your trip. Curtailment means ending your trip early – you were not due to come home for a few days but have been forced to return early. The claims team will be able to provide clarification if you are unsure – 0333 005 1073

This can be found within your policy wordings

This depends on the type of cover that you have purchased as the excess will change depending on the policy. This will also apply to specific cover levels, if you purchase a higher policy, the cover levels will be different to those of a lower policy. In order to compare the cover levels, please see our cover levels page.

Please check our Claims Information page here for up to date information as this may differ dependent on the claim.

Each person is recommended to claim through their own insurance provider.

No, this is not covered under the policy. Any expenses required for travel will not be covered. Please check your policy wordings for what you are covered for.

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

If you do not have a date on which you are looking to return home, we will need you to provide ‘proof of intent to return home’ This can include;

• Confirmation of a college or university placement
• Contract of the employment commencement date
• Rental agreement
• Consultant appointments in the UK
• Copy of logbook confirming ownership of the vehicle, with proof of current tax.
• Court summons or appearances
• Mortgage agreement
• Current home or contents insurance (in your name).
• Future travel plans (flight bookings) leaving and returning to the UK.

Please note that this policy is not intended to offer cover if you are emigrating. If you are in any doubt, please contact our customer service team

No, we will only pay for your portion of costs, they would need to claim through their own insurance provider.

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for. However, any losses arising due to debit or credit card fraud or any unauthorised use of such cards will not be covered.

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

No. Travel Insurance is designed to reimburse your for any costs you are unable to recover elsewhere and put you back in the same position as you were prior to travel.

Yes, providing you are able to give written confirmation to validate your circumstances

We will pay for the reasonable additional costs that have been unforeseen. For further information, please check your policy wordings for what you are covered for under your specific policy.

You should speak to your travel provider first – as if they have cancelled, it is their responsibility to offer you reimbursement or alternative travel arrangements. We would only consider a claim where you are unable to recover costs from elsewhere.

As you have been offered a monetary value/alternative travel arrangements, we will not consider your claim as travel insurance is for the occasions you are unable to recover your costs from elsewhere. If however, you do not want a voucher and this is all they are offering, please get this in writing and submit a claim which we can then assess for you.

This will depend upon the specific policy you have purchased. Please check your policy wording for more information. The claims team will also be able to inform you whether your policy does or does not provide this cover.

Yes. As long as the trip is at least 3 days/2 nights, your claim would be considered.

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

No but if you would prefer to speak to someone, the team can be contacted here.

We will automatically deduct any excess from the settlement . You claim may be above the limit of that section of the policy, therefore, we will not pay more than the policy limit. You may also have claimed for expenses that are not covered under the policy. If you are unsure of your settlement, please contact the claims team who will be happy to discuss.

You can type your name in the box. If you prefer, you can print, sign and scan back.

The online forms should allow you to type in the box. If you are still having trouble, we can send you a form in a different format. Please contact us in order for us to assist you further.

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

As long as the claimant has given consent for this person to act on their behalf. Please contact us if you need any further assistance.

Yes, please use the information on the claims information page and ensure to include your claim reference number.

This is a letter or statement from the airline with a reference number, it may include details of the damaged bag which has been reported by yourself, we require this so that we can get in contact with the airline regarding the claim for baggage

Yes however, there will be specifications and exclusions of this which will be explained in your policy wording. The claims team will also be able to talk you through it if you would like. Please click here to find our contact us page.

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

Your policy covers you to come home early because you are ill, only if medical treatment is not available locally. If you are thinking of cutting short your trip because you are not well then you must contact our medical assistance service for advice first. If you need to come home for any other reason, such as the illness of a close relative in the UK then you should make your own arrangements, bearing in mind your duty to act at all times as if uninsured. If you are not sure whether your particular circumstances are included in the cover then contact the claims team between Monday and Friday 9am – 5pm (Excluding Bank Holidays) If you have any further questions regarding our emergency assistance team please feel free to contact us.

Yes. The excess is deducted per person, per claim.

Claims will be paid up to the sum insured listed for each insured person.

You can submit a claim while you are abroad however, we would suggest waiting until you return to the UK for ease. If you do require assistance while abroad, please contact the emergency assistance team on 0333 005 1074.

Unfortunately not, your baggage must travel with you.

It is totally up to you how much documentation you bring abroad with you some people prefer to have a paper copy of everything, and other people are happy to access their documents via their smart phone.

We suggest that you should always take a copy of your Policy Schedule, as this is your confirmation of cover, and shows your policy number, the travellers who are covered under the policy, and the cover you have purchased (plus any additional cover options). If you have declared any medical conditions, you should also take a copy of your Medical Screening document, just in case you need to seek medical treatment.

Yes we do. The amount covered will be dependent on the policy you have chosen, please check your policy wordings to see the amount that you are covered for.

Yes. The excess is deducted per person, per claim.

An excess is something in which you will need to pay in the event of a claim, different policies that we provide offer different excess levels, the excess only comes into play should you need to submit a claim.

There is no limit to the amount of times a person can submit a claim.

Where possible, a claim decision can be given immediately online or over the telephone when you first submit your claim. If additional supporting documentation is required before we can settle your claim, this will impact how long it takes for your claim to be resolved. Where the claim is not settled immediately, we will aim to respond to any correspondence relating to the claim within 10 working days.

Yes, a confirmation email will be sent.

Where possible, we will accept scanned copies or pictures of documents. Where we have asked for original versions of documents to be submitted, the return of these can be requested by email or telephone.

For up to date contact information, please check our Complaints Page.

Your next formal steps following the complaint is to contact the Financial Ombudsman Service. We will provide details on how to escalate further if you do remain dissatisfied. within our final response and this can also be found in your policy wordings.

The formal written response to your complaint, outlining the investigation conducted by the team and their findings.

Please make sure you are using the email address you used to register your account. If you continue to have problems, please contact us here.

All policies and quotes will be shown in the Customer Area as long as the email address matches. If you cannot see anything, please contact us here.

You can amend almost any personal information on our customer area. If you are wanting to amend your email address or any medical information, please contact us here.

You will need to contact us to amend the email address you have used to register your account. You can contact us here.

If you are having problems registering for an account, please contact us here and we can help you further.

There is no maximum character limit when creating your password, but we do have a minimum of 6 characters.

You will need to contact us to amend the email address you have used to register your account. You can contact us here.

You can register very easily on our website by clicking here.

You will need to contact us to delete your account. You can contact us here.

Please check your junk and spam folders first as this is a common issue. You can also request a resend of the registration email here.

A good way to make sure that it is the correct email address, is by checking your email and seeing if you have received any emails from us relating to your account on the customer area. Alternatively, you can contact us here.

Simply log in here and you can then amend your details within your account. If you need to amend your email address or any medical information please contact us here.

Simply head to this page to get a new link.

If you are not able to log in, make sure your email is correct, if you still cannot log in, try and re-set your password. If all else fails, please contact us here.

Yes, simply log in to do this. If you have any problems, please contact us here.

Please ensure that the email addresses match. If they do, try and refresh the page as it may take a couple of minutes to show up. If after an hour you are still unable to see your new policy, please do contact us.

If you have already registered it won’t let you re-register so please select ‘Forgotten password’ If you still have problems please contact us here.

As we cannot see the error, please contact us here so we can help you further.

The email would have been sent prior to your birthday, for terms and conditions, please see the email sent to you.

At the bottom of the emails that we send you, there will be a link that you can click on which takes you to the relevant page to unsubscribe, and stop you from receiving future communications.

You can change any information that you have submitted on our customer area, by simply logging in and amending any details that require to be amended. If you need to change any medical information, please call our customer service team who can help you get this changed.

You can do this by clicking here. Please be aware that if your duration is longer, this may incur an additional charge.

A Single Article Limit refers to the monetary cap which limits the amount you can claim for an individual item. E.g. you may have personal possessions cover of up to £1000, with a single article limit of £250. This would mean that the most you could claim for a single possession would be up to £250, but, if you lost multiple items (capped in value at £250) the most you could claim is up to the value of £1000.

If you change your mind about the cover that you have purchased, you have 14 days to contact us, this means that within the 14 day cooling off period you can get a full refund for the premium that you have paid for the insurance.

We define this in our wordings as: Your mother, father, sister, brother, spouse, civil partner, fiancé/e, your children (including adopted and fostered), grandparent, grandchild, parent-in-law, daughter-in-law; sister-in-law, son-in-law, brother-in-law, aunt, uncle, cousin, nephew, niece, step-parent, step-child, step-brother, step-sister or legal guardian.

We define a couple as a policyholder and spouse or partner, who have been living together as a couple at the same address for at least 6 months.

We define a family as a policyholder and spouse or partner, who have been living together as a couple for at least six months, plus their dependent children who are living at home aged 0-17 years on the date of purchase. Any dependent aged 18 or over will be considered an adult and will need an individual policy.

We are currently unable to offer Motorcycle policies, however, keep your eyes peeled in the new year!

If you are wanting to cover your UK trip, please select United Kingdom when choosing your destination.

We are constantly changing and improving our products and our offerings to you as the customer. We now offer cover for over 150 activities as standard on every policy! You can see what is covered here.

We are constantly changing and improving our products and our offerings to you as the customer. You can see which destination grouping the country you are travelling to comes under here.

If you have already created an account on our Customer Area, you can log in and request the documents to be emailed to you. If you have not yet registered you can easily do so here.

Yes, you can add people to your policy. There may however be an additional premium to pay for the addition. To make this change, please log into your Customer Area or contact our Customer Service team.

Yes of course! Please contact our Customer Service team who can help you further with this.

If you have received your documents be sure to check your spam and junk folder as they can go into there sometimes, if they have not turned up, you can log into our customer area and get your documents resent

We advise that you take your policy documents with you, this will include your policy wordings.

We do not currently have a downloadable app. However, you can log onto our website where we have a very user friendly Customer Area where you can see a range of things from your previous policies to your quotes, amend any personal information.

Please contact our Customer Service Team who can help your further.

At the moment, the GP app is unavailable. As and when this changes, we will let you know. If you have a medical emergency, please contact our Assistance team on +44 (0) 333 005 1074, the team is available 24 hours a day, every day of the year.

We do not need to know when you plan to travel, provided you are travelling within the geographical area of your policy, and you are not travelling against the advice of the FCDO

The will depend on the type of policy you have, if you have a longstay and backpacker policy you are able to extend your policy up to 18 months in total. For more information, please contact our Customer Service team.

You can find all of our Policy Wordings here.

Unfortunately, this is not something we currently offer. The premium would need to be paid in full when purchasing your policy to ensure you are covered.

The ‘tourist trap’ refers to certain privately owned medical clinics around the world who seek to ‘trap’ tourists by inflating medical bills in the hope of getting paid by the tourist or their travel insurance. These clinics usually pay taxi drivers, hotels and hostels to send any injured tourists to their clinics, they then charge extortionate rates without providing appropriate care for their patients. To protect yourself against falling into the trap, always make sure you visit a state facility, and under no circumstances should you ever give your credit card details or surrender your passport to anyone – please give our assistance team a call if you ever need any medical treatment and they can help you find the best facility for you.

The EHIC/GHIC cards provides cover if you need medical treatment or assistance abroad within a state facility, since Brexit, some changes are that certain countries no longer accept this – so please check before travelling.

The EHIC/GHIC card will not cover you for any other reason. If you needed to cancel your trip, or come home early, or even if you were to lose your belongings, you would not be covered unless you have travel insurance.

Claims & assistance services are administered by Collinson Insurance Services Ltd.

Claims & assistance services are administered by Collinson Insurance Services Ltd.

Our call centres are based in Kings Hill, Kent as well as in Mumbai, India.

You can retrieve your quote within our Customer Area, you will need to log in with your email address and password you provided when creating your account.

We cannot provide Annual Multi Trip policies any longer one month in advance, alternatively if it is just the one trip that you have lined up, you can purchase a single trip policy to cover your holiday.

Yes, as soon as you purchase your policy, cover starts at that point, this means that cover for cancellation starts at that the point of purchase.

If you are having trouble contacting us by phone, you can try our live chat facility to get through to a member of our team. You can find all information to contact us here.

We do apologies for the length of hold time, we regularly experience high call volumes. If you are not able to get through, please go onto our ‘Contact Us‘ page where you can fill in a form for someone to contact you, or you can use our live chat facility to get in touch with a member of our customer service team

No, we do have a live chat option for you which you can find on our Contact Us page.

We are sorry to hear of your loss. If someone on the policy has passed away, you will need to contact a member of our customer service team who can help you further.

An ‘Act of God’ is used to describe a natural disaster such as volcanic eruptions.

We don’t have a freephone number, all numbers will be charged at your local rate and can be found here.

IPT means Insurance Premium Tax

Premiums are calculated based on many factors including the age of the travellers named on the policy, the destination, type of insurance policy, the duration of the trip and any medical conditions or extensions on the policy.

An IPID is an “insurance product information document”. It is designed to clearly display in a standardised format the key features of your insurance product so that you can see what you are covered for, and what you are not covered for. Since the introduction of the EU’s Insurance Distribution Directive (IDD) all Insurance providers have been legally required to provide IPID’s to customers prior to them making a purchase.

We are underwritten by Collinson Insurance Services Ltd.

If you purchased a policy on our website and you are unsure if the payment has gone through, the website will tell you if it was successful or if it was declined, if payment was successful you will be emailed with your policy documentation.

Cookies are text files with small pieces of data, for example a username and password, they are used to identify your computer as you use a computer network. Specific cookies known as HTTP cookies are used to identify specific users and improve your web browsing experience.

Yes, we are ATOL protected, this provides you with support so that you are not at a financial loss whilst abroad.

For information on the countries covered under our destination brackets, please visit this page.

The valuables and gadget cover available varies depending on the policy you have purchased.

Please note that if you have home contents insurance your valuables may be covered abroad under this policy. For more information please visit our policy wordings page.

Yes, one of our terms and conditions states that you have to be resident in the UK, have been living here for the past 6 months and be registered with a UK GP.

As long as you are not travelling outside your selected geographical area for more than 7 days in total, then you would not need to purchase additional geographical cover for a stop over.

For example if you purchased cover for Australia but were stopping over in the USA for two days to get a connecting flight, you would only need cover for Australia.

Yes, you can purchase a policy via our customer service centre or online and receive immediate cover. You can receive a copy of your documents by email and then print them if you want.

If you have already purchased your policy and would like to change your details, please log into your Customer Area account to make any changes.

Alternatively, you can contact us and one of our customer service advisors will be able to help you.

The cancellation section of a travel insurance policy is there in case you cannot go on your trip due to an unexpected illness or event, to cover the prepaid costs of transport, accommodation and additional travel expenses that you cannot recover from any other source. Cancellation cover is included in most of our policies (except Last Minute and Express) in various different levels.

If you purchase a single trip policy your cancellation cover will start from the date you purchased your policy. However, if you have purchased a Multi Trip policy, your cover will start from the start date of your policy.

A connecting flight is the second flight of your journey taking you to your final destination. For example, long haul travel tends to have 2 flights, the first takes you half way and the second takes you the remainder of the way. Please check your policy wording for confirmation as to whether the policy you have selected covers you for this.

Unfortunately, we do not have the facilities to offer braille documents but we are able to offer larger text documents.

Please pass all correspondence received to the claims team who will handle on your behalf. Please do not respond to the collecting agent, just forward on to us.

Yes, please send anything like this straight to us to review using the contact details on our claims page.

You do not need to declare learning disabilities as a medical condition, but you may need to declare any medical conditions that may come as a result of that. If you are in any doubt, please feel free to contact us.

No, deafness is not a medical condition and will not need to be mentioned.

Mental health conditions will need to be declared on the policy, this is to ensure that we are providing you with the correct cover.

Pregnancy is not a medical condition, so you do not need to declare it, however, if you have any medical conditions that are related to pregnancy, these will need to be declared.

If you have had cancer, and have you have had the all clear, even if over 5 years ago, this will still need to be declared on your travel insurance policy.

Yes, any heart condition that you have had, even if over 5 years ago, this will need to be mentioned, we require all information relating to heart conditions regardless of time.

If your health changes, you will need to contact our customer service team, they will be able to amend your policy to have the correct conditions.

No, unfortunately not. Our policies provide cover for emergency medical expenses during your trip, and as cosmetic surgery is seen as elective (instead of emergency) it is not covered under our policies.

Many medicines have at least 2 different names:

• the brand name created by the pharmaceutical company that made the medicine
• the generic name the name of the active ingredient in the medicine Please try both.

If you are still unable to find it, please do contact us and we will help you further.

If you cannot find your medical condition on our list, try typing just the first few letters of the conditions, alternatively, you can contact our customer service team who can assist you

If you need to see a doctor whilst on holiday, do not hesitate to do so, there may be a charge for this, however if you have a EHIC/GHIC card this means that you will not have to pay an additional premium.

You can contact our assistance team on +44 (0) 333 005 1074, the team is available 24 hours a day, every day of the year.

Don’t worry, provided you have contacted our medical assistance service your policy will be automatically extended to cover you until it is agreed that you are fit to travel, they will make appropriate alternative arrangements.

You are not able to go back on the medical screening section, however you are able to edit what you have answered if you do make any mistakes.

The best thing to do is carry on, save your quote and then contact us with your quote number and we can then amend your answer.

You will need to declare the medical condition or reason for you being on clincal trial, our medical questionnaire will advise you if we are able to provide you cover

Medical reports are only required if you are admitted to hospital for treatment and our emergency assistance team require medical reports from the hospital. We will always advise if we were to need one and the reasoning why.

Fit to fly certificates are only required if you are travelling whilst pregnant or you have a medical condition that may worsen whilst flying. You will need to contact your airline to see if this is something you will need. We do not require this from you.

The EHIC/GHIC card allows you to have treatment in state run hospitals as well as GP treatment for countries in the EU, this can include treatment for pre-existing medical conditions as well as maternity care. Please do double check on the government’s website as to where this will cover you.

Travel Insurance is not Private medical insurance; we cover treatment which cannot wait until you return home from your trip, with the aim of ensuring you are well enough to return to the UK, which may include cutting your trip short, or to continue your trip as planned.

Post purchase is a change in health or medication to anyone insured on the policy, if someone is diagnosed with a new medical condition you will need to advise us of this and we can update your travel insurance policy.

It is important that you disclose all medication that you are prescribed as your travel insurance needs to match your medical history. This is to avoid any claims being denied relating to a medical emergency, or medication related.

Yes, we can provide cover for psychological conditions such as stress, anxiety, depression and eating disorders, but only if these have been declared to us and we have accepted cover for these conditions in writing.

If you need to seek Outpatient medical treatment, bills less than £500 should be paid by you at the time and claimed on your return. It is very important to obtain an itemised receipt for any monies paid for medical treatment for your claim. If the costs are more than £500, or if you need to seek Inpatient treatment, please contact our emergency assistance company as soon as possible so they can liaise with the hospital directly.

Your medical excess will only apply to claims which are related to the existing medical conditions that you declared, and for which an additional excess has been applied. For example, if you had to cancel your trip due to your condition then your medical excess would apply, however if you needed to cancel due to a completely unrelated event, then the standard policy excess would apply.

Please contact our 24 hour emergency assistance team. You will need to have your policy details and policy number to hand to verify your cover. Their role is to guide and advise you, and to liaise with the treating doctors where appropriate. If you have to make any payments relating to sickness overseas please remember to hold onto all the receipts as you’ll need these when making a claim.

If you have an existing emergency medical expenses claim with us, please forward the original invoice to us quoting your claim reference number and we will arrange payment of the invoice.

If you have not submitted a claim to us, please obtain an Emergency medical expenses claim form and return the completed form to us along with the outstanding invoice and other supporting documentation requested.

Don’t worry, provided you have contacted our medical assistance service your policy will be automatically extended to cover you until it is agreed that you are fit to travel home. Our medical assistance service will liaise with you and, where necessary, with your treating doctor to decide when you are fit to travel.

Any medical condition, serious or recurring, which has previously been diagnosed, investigated or treated in any way, at any time prior to travel, even if this condition is currently considered to be stable and under control by the use of drugs. To ensure you are fully covered, you should always declare all of your conditions to us when you purchase a policy, either via our online medical screening system or by calling our customer service centre. If there are any changes in your health or medication during the life of your policy, you will need to alert us to these changes.

The European Health Insurance Card (EHIC) replaced the previous E111 certificate in January 2006. The card entitles the holder to receive medical treatment provided by the state hospitals within the country being visited in the EU. It provides you with same benefits as the local residents. In some countries (France for example) you may have to make a contribution towards the treatment you receive.

This has since been replaced by the GHIC card, although your EHIC will still work if it is in date.

You can obtain a GHIC card for free via the NHS website, other than your name and address they will require your National Insurance number.

If your EHIC/GHIC card is presented and accepted at a state hospital, your policy excess may be waived if a reduction in costs has been obtained.

EHIC/GHIC is not a substitute for travel insurance and will only cover you for medical treatment you may need whilst abroad. It will not get you home (repatriation). Travel insurance will provide repatriation cover as well as cover for cancellation, personal possessions, money, liability etc., which are not covered by EHIC/GHIC.

Yes, our Medical Assistance team will work with the hospital/clinic and, where cover is agreed, issue any guarantee of payment necessary.

Following the renewal email received, you can either contact our friendly customer service team or simply complete the renewal online via the retrieve a quote page – all you’ll need is the quote number and your email address.

Yes, you can renew your policy up to 31 days in advance of the expiry date of your current policy.

Yes, any changes required for the policy can be made within Customer Area. This includes people named on the policy, contact details, destination, cover levels and any extensions you may want to add or remove. The only section of the policy you would need to call us about is your medical information, you can do this on 0333 005 1071.

If you cannot access your renewal quote, you can log into our Customer Area and retrieve your quote there, alternatively you can contact our customer service team and we will be happy to help.

If you are looking to proceed with your quote, there will be a ‘proceed with payment’ section in the Customer Area, if you cannot proceed with the payment on our website you can contact our customer service team who will be happy to help.

Yes. Your renewal quote lasts for 30 days. If you are outside of this, you will still be able to get a new policy, but please be aware the price may change.

Any changes to your quote can be made either via your Customer Area as part of the renewal process or by contacting the customer service team who will be happy to assist.

Please contact our customer service team on 0333 005 1071 . They will talk you through the process and make any necessary amendments.

No, your renewal quote lasts for 30 days. If you are outside of this, you will still be able to get a new policy, but please be aware the price may change.

Yes, any changes required for the policy can be made within Customer Area. This includes people named on the policy, contact details, destination, cover levels and any extensions you may want to add or remove. The only section of the policy you would need to call us about is your medical information, you can do this on 0333 005 1071.

Yes, please ensure to read through the quote first to ensure there are no changes required. If you are unsure, the customer service team will be happy to assist you.

Yes. All you need is the quote number and your email address to access the quote online here.

Yes however, we may exclude the investigations from cover. Once the results have been received, please get back in touch with the team to update the policy accordingly. Please be aware, this may result in a change of the policy terms – if this is is the case, this will be explained to you.

No. No monies will ever be taken without your consent. We do not retain any payment details for our customers.

The policy does not automatically renew. If you receive the renewal email and decide you do not wish to proceed, you can simply disregard this email. Your policy will not automatically renewal and no monies will be taken without your consent.

A renewal reminder will be emailed to you 30 days before your policy is due to expire. If you do not receive one after this time, please contact us and we can look into this further for you.

Yes please take a look at our Coronavirus page for more information as to what we cover as standard on our policies and what we cover under our additional COVID-19 extension.

This may be to due to changes having been made to the policy. We offer a returning customer discount on our renewal policies too which may not appear on the website. The customer service team will be happy to discuss this with you, they can be contacted here.

Your documents can be accessed via the customer area. You will need your policy number and email address that is linked with the policy. The customer service team can also send your documents to you, they can be contacted here.

Our friendly customer service team will be happy to assist and answer your queries. They can be contacted via the contact us page.

Yes, any changes required for the policy can be made within Customer Area. This includes people named on the policy, contact details, destination, cover levels and any extensions you may want to add or remove. The only section of the policy you would need to call us about is your medical information, you can do this on 0333 005 1071.

Yes, any changes required for the policy can be made within Customer Area. This includes people named on the policy, contact details, destination, cover levels and any extensions you may want to add or remove. The only section of the policy you would need to call us about is your medical information, you can do this on 0333 005 1071.

You can pay by credit or debit card, either online or via the customer service team. Please be aware, the team cannot take payments if you request this via email.

We do not commonly call customers when their renewal is due, instead we send you an email with full information on how to proceed. You can access this information via your Customer Area or you can contact us and we will be happy to help.

Yes, your quote can also be accessed via the customer area here, but if you need further assistance, please do not hesitate to contact us.

An automatic 15% returning customer discount is applied to renewal policies and the price quoted on your renewal has this discount applied. Unfortunately, we can not add more than one discount code.

Your quote can be amended online in your customer area or via the customer service team. Please have your policy/quote reference to hand.

This is an automated email. If you have already renewed, this can be disregarded. No monies will be taken.

Yes, once you have purchased the policy you have a 14 day cooling off period which allows you to get a full refund if you cancel within 14 days of purchase, if does not apply to quotes as no money has been taken at that point.

No. If a declared condition has been excluded from cover, this means the insurer will not provide cover for any claims relating directly or indirectly to that condition.

No. However, if you do find yourself in a situation abroad where you require medical assistance, please contact the Emergency Assistance Team as soon as you can and they will be able to advise you on the best place for treatment. The Emergency Assistance Team can be reached 24 hours a day, 7 days a week on 0333 005 1074.

This will be dependent on the situation. Your policy may offer cover for a lockdown however, if your trip is cancelled by the travel providers (airline, hotel etc), it is their responsibility to reimburse you or offer alternative travel arrangements. If this is the case, we would suggest speaking with the claims team who will be able to advise you. They can be contacted here.

This is not something that is usually covered by your travel insurance. Please check your policy wording for more information. Lastly, the claims team will be able to inform you whether your policy does or does not provide this cover.

This is not something that is usually covered by your travel insurance. If your trip is cancelled by the travel providers (airline, hotel etc), it is their responsibility to reimburse you or offer alternative travel arrangements. If this is your case, we would suggest speaking with the claims team who will be able to advise you. They can be contacted here.

Please take a look at our Coronavirus page for more information as to what we cover as standard on our policies and what we cover under our additional COVID-19 extension.

If you will be no more than 28 weeks pregnant by the time your trip is due to start (or 24 weeks for multiple births) a medical practitioner or midwife will need to confirm that you are fit to travel. If you are confirmed not fit to travel, or if you will be more than 28 weeks pregnant at the start of your trip, (24 weeks for multiple births), you can make a claim under “Cancelling Your Trip” provided you purchased this policy/booked a trip before you were aware you would not be able to travel.

From the start of week 29 to week 40 of the pregnancy, there is no cover for any claims relating to pregnancy.

This is not something that is usually covered by your travel insurance. We would suggest checking your policy wording or speaking with the claims team who will be able to advise you. They can be contacted here.

Yes, you are covered for some sports and activities. The full list of what is covered as standard can be found in your policy wording or on the Activity page.

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

No, this is not something that we will provide cover for.

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

This is dependent on your policy. If you have a single trip, you are covered for travel between the dates specified. If you have an annual multi-trip policy, you are covered to travel up to 31 days per trip – there may be an extension where you can upgrade this to longer. Longstay/back packer policies allow you to travel for up to 18 months and work in the same way that the single trip policy does.

Something that is known to you prior to travel. You either were aware of the situation or it is advertised in the media, making you aware prior to travel.

If you have missed your flight, please follow the instructions on our claims page. Once you are home, you can always contact our claims department for additional information.

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

We define a cruise as a pleasure voyage of more than 72 hours in duration, sailing on sea/s or oceans and including stops at various ports. River cruising does not fit this criteria and so a specialist Cruise extension would not be necessary.

We offer a Cruise extension to add onto onto your policy (cover depends on a medical screening and your destination of choice).
We also offer a Multi Trip Cruise Extension, which is available to anyone aged up to 79 years old.