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?

Do I need to obtain a European Health Insurance Card (EHIC) before travelling?

What we cover

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.

What activities are covered with your winter sports travel insurance?

Bobsleighing*, cat skiing, cross country skiing, freestyle skiing*, glacier walking or trekking (under 2000m), glacier walking or trekking (over 2000m but under 6000m)*, heli-skiing*, ice climbing under 100m (fully supervised)*, ice fishing, ice hockey*, luge on snow/ice*, monoskiing, off piste skiing/snowboarding (except in areas considered to be unsafe by resort management), recreational ski or snowboard racing, skeletons*, ski acrobatics*, ski bob racing*, ski racing or training (non-professional)*, ski stunting*, ski touring (with a guide), ski/snowboard fun parks*, skiing, snow mobiling*, snowboarding and tobogganing.

Please note: Activities in the above list marked with * carry an increased medical excess of £250 and cover under the Personal accident and Personal liability sections does not apply.

You will not be covered if you take part in the following winter sports activities: Ski flying, ski jumping or ski mountaineering.

If you have any further questions, please contact our customer service team on 0330 400 1249.

Am I covered for more extreme winter sports activities, like heli-skiing or ice hockey?

YES – unlike many of our competitors, we now include cover for an enhanced range of winter sports activities inclusive of the following more extreme activities. Please note that for these activities an increased medical excess of £250 applies and that cover under the Personal accident and Personal liability sections does not apply.

  • Bobsleighing
  • Freestyle skiing
  • Glacier walking or trekking (over 2000m but under 6000m)
  • Heli-skiing
  • Ice climbing under 100m (fully supervised)
  • Ice hockey
  • Luge on snow/ice
  • Skeletons
  • Ski acrobatics
  • Ski bob racing
  • Ski racing or training (non-professional)
  • Ski stunting
  • Ski/snowboard fun parks

For any questions, please contact our customer services team on 0330 400 1249.

Please note: - Winter sports cover only applies if you have chosen and paid the appropriate extra premium for the winter sports option or you have purchased an annual multi–trip policy.

Who we cover

Are there any age restrictions?

Yes. 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 on any trip. There's no minimum age for people travelling with you.

Can I add children to my policy?

Yes. It’s important you tell us about all the people travelling on the policy. If you have an annual multi-trip policy, you can cover up to three under 18’s for each paying adult at no extra cost.

Where we cover you

Am I covered for trips within the UK?

We provide cover under all sections of this policy (apart from sections B, C, F or G) for holidays in your home area, as long as there is a minimum of 25 miles radius between your home and your pre-arranged and booked accommodation.

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 45 days (if you have Silver cover) or 90 days (if you have Gold or Black cover). If you are aged between 66 and 75 the maximum single trip duration is limited to 31 days.

Medical conditions

What is a pre-existing medical condition?

A pre-existing medical condition is any medical condition which falls into any of the following categories which any person insured on this policy has, or has had for which they have received treatment (including surgery, tests or investigations by a doctor or a consultant/specialist and prescribed drugs or medication) in the last 2 years:

  • Any blood circulatory condition including, but not limited to, high blood pressure, hypertension or high cholesterol;
  • Any heart-related condition;
  • Any diabetic condition;
  • Any neurological condition including, but not limited to stroke, brain haemorrhage or epilepsy;
  • Any breathing condition including, but not limited to, Asthma, Emphysema or Chronic Obstructive Pulmonary Disease (COPD);
  • Osteoporosis or any arthritic condition;
  • Any bowel condition including, but not limited to, Crohn’s disease or Irritable Bowel Syndrome (IBS); or
  • Any psychiatric or psychological condition including, but not limited to anxiety or depression;


  • Any cancerous condition for which you have had treatment or hospital tests for in the last five years; or
  • Any medical condition for which in the past 12 months, you or any person insured on the policy has been referred to or seen by a hospital doctor or surgeon other than an A&E Doctor, or needed in-patient treatment in hospital.

For your information, examples of conditions that can directly or indirectly be linked to any pre-existing medical condition include, but are not limited to:

  • Someone with breathing difficulties who then suffers a chest infection of any kind;
  • Someone with high blood pressure or diabetes who then has a heart attack, stroke or mini-stroke;
  • Someone who has or has had cancer who suffers with a secondary cancer; or
  • Someone with osteoporosis who then suffers with a broken or fractured bone.

You must inform Virgin Money Travel Insurance of any pre-existing medical conditions you have before purchasing insurance. To do so, you can use our quick and easy online medical screening system or you can call us on 0330 400 1249.

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 1249.

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.

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 1249.

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

I don't have receipts for my personal items. Can I still make a claim?

It is highly recommended that receipts are kept and provided as proof in the event of a claim. However, we reserve the right to apply an additional 10% deduction to any item claimed with a value over £100, following our standard deductions for age, wear and tear and loss of value, where you cannot prove you own it or provide proof of purchase (e.g. original receipts).

If you have any further questions, please contact our claims team by phone on +44 (0) 207 748 0655.

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.