In this section

Questions and answers

Advice and information:

How do adverse weather conditions affect my cover?

Am I covered if I travel during a strike or industrial action?

Am I covered if I travel during a natural disaster?

What should I do if my travel company goes into administration?

What we cover

Am I covered for pre-existing medical conditions?

We cover many pre-existing medical conditions – you’ll need to declare these when you apply for your policy online or by calling 0330 400 1250.

If we don't cover your pre-existing medical condition, we will only exclude any claims relating to that condition. The rest of your travel insurance cover will not be affected.

What's an excess?

The excess is the amount you have to pay towards a claim. For example, if you make a claim of £200 and the excess is £60, you will only be able to claim for the remaining £140.

You'll find details of the excess for each part of your policy in your policy booklet.

Can I choose not to have an excess on my travel insurance policy?

Yes. You can pay a little extra so your policy includes an ‘excess waiver’, which means there won’t be an excess to pay on any of your claims.

Remember though, you may still have to pay an excess on claims relating to declared medical conditions or extra sporting activities.

Who we cover

Are there any age restrictions?

Yes. With our Red cover, the main policyholder needs to be aged between 18 and 65. With our Silver, Gold and Black cover the main policyholder needs to be aged between 18 and 75; and if you’re over 65 you’ll be covered for a maximum of 31 days per trip.

Where we cover you

Am I covered for trips within the UK?

Yes, as long as you have booked accommodation for two or more nights in a row.

Please note that for the purpose of this insurance, we define the United Kingdom as England, Scotland, Wales and Northern Ireland and do not include the Channel Islands or the Isle of Man.

How long cover lasts

How long can my trips be with an annual policy?

If you have an annual multi-trip policy, you can travel as many times as you like during the year, as long as no single trip lasts more than 31 days (if you have Red cover) 45 days (if you have Silver cover) or 90 days (if you have Gold or Black cover). If you’re over 65, your trip can last up to 31 days for all policies.

Renewing or cancelling your policy

How can I renew my annual travel insurance?

We will write to you three or four weeks before your cover expires explaining what you need to do to renew. If you would like to renew before we contact you, please call us on 0330 400 1248.

Important documents

What should I do if my passport is lost or stolen while I’m abroad?

If your passport is lost or stolen while you’re away, you'll need to report it to the local police as soon as possible. Make sure you keep the crime reference details they give you, as you’ll need these for your lost or stolen passport notification form.

You should also report it to the UK Foreign and Commonwealth Office embassy, consulate or high commission of the country you’re in, so they can issue you with replacement travel documents. You can find their details by calling +44 (0) 207 008 1500 or by visiting the FCO website Link opens in a new window 

Other Questions

Call charges and information

03 numbersSame as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way.
084 numbersMaximum of 7p per minute, plus your phone company's access charge.
087 numbersMaximum of 13p per minute, plus your phone company's access charge.
0800 numbersFree from UK landlines and personal mobile phones.

Calls may be recorded for training and quality purposes.