FAQs

1) What if my documents don’t arrive on time?
In the event that you have not received your policy by your departure date, you should contact us to arrange a duplicate to be emailed to you. If you are already abroad and you have lost your policy, you can contact us for claims assistance from abroad and we can text or Email you your policy details/number if required.

2) Is the Volcanic Ash covered?
Volcanic ash cover depends on the circumstances of the claim. The first point of contact should always be your tour operator and if they cannot assist, we would raise a query on your behalf with your Insurers.

3) What is a pre-existing medical condition?
A pre-existing medical condition is an illness, injury or disease that you (or a family member) are either under treatment for or have suffered from prior to booking your trip/insurance policy. If you require insurance cover for your condition you must disclose all the relevant information to us prior to purchasing the policy so that any policy adjustments can be made to ensure you are covered in the event of a claim. If there are any changes to your medical condition after purchasing the policy, this must be referred to us prior to travelling.

4) What am I covered for?
Full details of your Sums Insured can be found on your policy summary/Key Facts

5) What if I have to cancel my holiday?
If you have to cancel your holiday and you wish to make a claim for cancellation charges made by your agent, you should contact us to discuss the circumstances. Cancellation cover depends on the reason you had to cancel your holiday ie. Illness or injury to yourself or a family member

6) What if I have made a mistake in the details on my policy?
Once you have your policy schedule, you should check over all the details and contact us immediately to make any amendments

7) What does an annual multi-trip policy cover?
An annual multi trip policy covers you for any amount of single trips you make within the period of insurance, providing the length of stay does not exceed the amount of days per trip allowed on the policy.

8) What does a Long-stay policy cover?
A long stay policy can cover you for any one single trip up to the duration stated on your policy.