Below are the answers to some of the questions we are asked most frequently. If you have any other queries, please don't hesitate to contact us and one of our staff will be pleased to assist you.

Claims
I have a camera worth £1,000, would this be covered on the policy?
The airline has damaged my case. Can I make a claim on my insurance policy?
Can I make a claim if heavy traffic causes me to miss my outbound flight?
What if my baggage does not arrive with my flight?

Definitions
How is family defined?
How is couple defined?
How is a child defined?
What is a Hazardous Activity?
What is a close relative?
What is a pre-existing medical condition?

Cover
Am I covered for winter sports on my annual multi-trip policy?
Am I covered for trips within the UK on my annual multi-trip policy?
Can I travel whilst pregnant?
Is cruising covered on an annual multi-trip policy?
Am I covered for Hazardous Activities?
Does my European policy cover Ireland?
What is transport only cover?
If I have a annual Worldwide policy am I covered for trips to Europe?
Would I be covered if my husband became ill on holiday and had to stay in hospital?
Am I covered if my parents (at home) fall ill and I need to cut short my trip?
My baggage is being sent 2 weeks before I travel. Is it covered?
What happens if I am made redundant before the start of my trip?
Is my wheel chair covered?
Is kidnapping covered on the policy?

Geographical
Are Greenland and Iceland covered under Europe?
What countries are covered under European policies?
Is Russia covered under European policies?
Is Egypt covered under European policies?
           
Sales
Can I upgrade my policy to include winter sports?
Can a non-resident of the UK purchase a policy?
Can a couple not living at the same address have a family policy?
Can I purchase insurance if I have been abroad for the last 6 months?
Can I have cover for Psychological conditions?
Why do I need insurance for trips in the UK?
I am travelling to Europe, why do I need insurance if I have an EHIC?
Can I have a family policy if my children do not live with me?
Do I need worldwide cover for European cruise with an overnight stop-over in Egypt?
When does my insurance policy start?
Do I need to declare my relatives’ material facts or pre-existing medical conditions?
Can I travel independently on an annual multi-trip policy?
What is an EHIC card?
My children only live with me at weekends and holidays, can I still purchase a family policy?
Are the rates based on my age at the date of departure?

Am I covered for winter sports on my annual multi-trip policy?
If the policy includes winter sports cover yes, usually for a total of 17 days in total within duration of the policy.
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Am I covered for trips within the UK or the Channel Islands on my annual multi-trip policy?
Yes, but only in their home country for trips of more than 3 days duration (2 nights away). If they live in Jersey and travel to Guernsey they are outside their home country so limit will not apply. Other than Jersey and Sark all other inhabited Channel Islands are part of Guernsey.
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Does my European policy cover Ireland?
Yes, for more information please see ‘Countries of the World’ list.
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How is family defined?
Policyholder and spouse or partner living together for at least 6 months and their dependant children living at home aged 0-17 years (inclusive) on the date of departure.
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How is couple defined?
Policyholder and spouse or partner living together for at least 6 months, living at the same address as a couple, may be same sex.
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How is a child defined?
Under 18 years on date of departure and dependant upon an adult insured under the same policy, otherwise they have to pay adult premium.
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Can a non-resident of the UK purchase a policy?
This depends on the policy being purchased. Some policies are available to residents of the EU, some are limited to the United Kingdom, the Channel Islands or the Republic of Ireland. Please refer to the policy wording.
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Are Greenland and Iceland covered under Europe?
Greenland is classed as Worldwide and Iceland is Europe. See ‘Countries of the world’ list for more information.
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What countries are covered under European policies?
See ‘Countries of the world list for more information’.
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Can a couple not living at the same address have a family policy?
No, the parent must live at the same address. See also How is family defined?
Two ‘separated’ parents can each have ‘single parent’ policies including their children, even though the children may live with the other parent.
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Can I purchase insurance if I have been abroad for the last 6 months?
No, most policies require you to have been a resident in the UK (or Channel Islands or Ireland  or European Union) for at least 6 months, with the exception of students who are in full-time education within the United Kingdom where the courses exceed six months in duration.
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Can I travel whilst pregnant?
Pregnancy is not a medical condition in itself and is, therefore, covered by the travel insurance but there are certain aspects which need to be taken into account:

• The airline are likely to require a certificate of fitness to fly from the GP or treating specialist, usually after 28 weeks. If they are denied boarding because they do not have a certificate the policy will not cover them.
• Any associated conditions such as high blood pressure will be treated as a pre-existing medical condition and will need declaring in normal way.
• If they have a normal birth whilst away any time after 34 weeks this is not an emergency and will not be covered as it can be reasonably anticipated.

Can I travel independently on an annual multi-trip policy?
This depends on the policy, please refer to Policy A, Section 1 (Cancellation) and ‘Policy B: Exclusions’ of the policy wording. Many policies allow the spouse/partner to travel independently but not the children, they must travel with one of the parents.
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Can I have cover for Psychological conditions?
No, Psychological conditions are excluded from all policies due to their probable instability. Psychological conditions are stress, anxiety(which would include fear of flying, travelling by boat etc), depression, eating disorders (such as anorexia, bulimia etc) or any form of mental instability, such as Alzheimer’s etc. 
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Do I need to declare my relatives’ material facts or pre-existing medical conditions?
There is no cover for anything which is a result of a pre-existing medical condition of a close relative or anything which is known to be related. However, any other information that would increase the likelihood of a claim under your policy should be disclosed. An example of this may be a child on a school trip and the parents going abroad at the same time so unable to go to child in a medical emergency.
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When does my insurance policy start?
Policy A begins from the date your policy was issued and covers you for cancellation up the time you leave home to begin your trip. Policy B begins from the time you leave home up the time you return home, return to a hospital or nursing home or the policy expires, whichever is the first.
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 What is transport only cover?
Transport only provides cover for transport charges purchased initially (flights, ferries, trains etc) which the policyholder cannot get back from the provider. There is no cover for accommodation charges, any additional travel expenses or cancellation because of the death, injury or illness of a relative with whom they were going to stay.
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Is Russia covered under European policies?
Yes, as the majority of Russia falls West of the Ural Mountains (including St. Petersburg and Moscow). All areas East of the Ural Mountains such as Siberia and are classed as Worldwide.
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 Is Israel or Egypt covered under the European area?
No, Israel and Egypt can only be covered under the Worldwide (excluding USA) area.
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Do I need Worldwide cover for a European Cruise which has an overnight stop-over in Israel or Egypt?
Yes, if the trip includes an overnight stay. Where the trip on land is less than 12 hours and is all during daytime with the ship leaving in  the evening this can be included as Europe on a European Cruise.
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 What is a Hazardous Activity?
Any activity that requires skill and involves increased risk of injury.
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Am I covered for any hazardous activities?
Some activities are covered as standard premiums, such as cricket, course fishing, golf, marathon racing and scuba diving (down to 9m/30 ft). Some activities can be covered automatically at an additional premium, such as skiing, snowboarding, ice-skating and scuba diving between 9m and 30m (30ft and 100ft). All other hazardous activities can only be covered through contact with the insurer.
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Who is a close relative within the terms of a travel insurance policy?
A close relative is defined as your:

• spouse or partner of over 6 months
• parents
• grandparents
• legal guardians
• parents-in-law
• step-parents
• aunt/uncle
• brother/sister
• child
• grandchild
• fiancé(e)
• foster child

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What is a pre-existing medical condition?
Any serious or recurring medical condition which has been previously been diagnosed, investigated or treated in anyway, at any time prior to travel, even if this condition is currently considered to be stable and under control by the use of drugs. These include:

• any heart or circulatory condition
• a stroke or high blood pressure
• a breathing condition (including asthma)
• any type of cancer
• any type of diabetes
• any psychological conditions, including stress, anxiety, depression, eating disorders or mental instability (no cover can be given for this)
• any condition where the client has been given a terminal prognosis (no cover can be given for this)

Any condition where the client:

• had treatment in the last two years for any serious or re-occurring medical condition
• has been asked to take prescribed medication in the last two years
• has been referred to a specialist or consultant for hospital tests, diagnosis or treatment in the last two years
• is waiting for tests or treatment of any description
• has had their regular prescribed medication changed by their doctor or specialist consultant

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 Is cruising covered on an annual multi-trip policy?
Yes, as long as the cruise premium has been paid.
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 Can I upgrade my policy to include winter sports?
Yes, by paying the additional premium if applicable. For annual policies the additional premium must be paid as if it were requested at the beginning, not proportionate.
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 Am I covered if my parents fall ill (at home) and I need to cut short my trip?
If the illness is due to an unexpected medical condition, cover will be provided for them to cut short their trip, but only if it is necessary for them to return home. If the illness is a result of a pre-existing medical condition then there will be no cover for them to return home under the policy.
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 Would I be covered if my spouse became ill on holiday and had to stay in hospital beyond the duration of the policy?
Yes, the policy would be automatically extended to cover the person receiving treatment in hospital and one other person required by the medical team to remain with them.
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 I have a camera worth £1,000, would this be covered on the policy?
Yes, but only up to the single article limit and within the valuables limit under the policy. The limits are shown under the personal possessions section of Policy B, under ‘For each insured-person this insurance will not cover’. It is important to note that the valuables limit applies to all valuables, not just one item. Valuable items like this need to be covered 365 days of the year and should be added to their home contents insurance on an all risks basis.
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 Why do I need insurance for trips in the UK?
Other than emergency medical expenses and airport delays trips within the UK carry the same risks as those abroad. UK travel insurance provides cover for pre-booked elements of their trip should they need to cancel them. Depending on the policy they may also be eligible for additional expenses (e.g. the expenses arising from having a someone stay with them if medically necessary) and/or the cost for them to travel back to their home.
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The airline has damaged my case. Can I make a claim on my insurance policy?
Their first claim should be made against the airline or their ground handlers. In some instances they will provide them with a replacement case.
If they do not they can then make a claim under their travel insurance policy but the policy excess would apply. A Property Irregularity Report (PIR) must be obtained from the airline in the baggage reclaim area, acknowledging the damage done by them.
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 What is EHIC?
The European Health Insurance Card (EHIC) replaced the old E111 certificate in January 2006. The card entitles the holder to receive state-provided medical treatment within the country being visited in the EU. It provides them with same benefits that the local residents get. In some countries (France for example) they may have to make a contribution towards the treatment they receive. They can obtain a card through the Post Office or by completing a form over the internet (which is considerably quicker). Other than their name and address they will require their National Insurance number. If they save claims costs by using an EHIC card they will not have an excess under the emergency medical expenses section.
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I am travelling to Europe, why do I need insurance if I have an EHIC?
An EHIC is not a substitute for travel insurance and will only cover them for medical treatment they may need whilst abroad. It will not get them home (repatriation). Travel insurance will provide repatriation cover as well as cover for cancellation, personal possessions, personal money, liability etc, which are not covered by EHIC.
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 If I have an annual Worldwide policy am I covered for trips to Europe?
Yes, under a Worldwide policy they are also covered for trips within Europe and the UK.
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 Can I have a family policy if my children do not live with me?
Yes, as long as the children are dependant on them and are living with their spouse or former spouse.
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 Can I make a claim if heavy traffic causes me to miss my outbound flight?
No. Claims can only be made for missed departure if the car in which they are travelling in is involved in an accident or becomes undrivable due to mechanical failure.
If they are travelling to their departure point by scheduled public transport they will also be covered if the transport that gets them to their international departure point is delayed and provided they have allowed adequate time for their journey. If they fly from Jersey to Southampton, then train to Gatwick only the train part will be covered as that is the transport to get them to their international departure point. They will need to provide written evidence from the transport operator confirming that they were delayed and the reason why.
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 My baggage is being sent 2 weeks before I travel. Is it covered?
No, their baggage must travel with them.
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 What happens if I am made redundant before the start of my trip?
They will be covered for cancellation of their trip due to redundancy if:

• they have not been continuously employed for 2 years
• the redundancy was not voluntary
• there was no indication of likely redundancies at their company before booking
• they are not self employed
• they were not employed on a short term contract

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Is my wheel chair covered?
Wheel chairs are only covered whilst in transit on public transport.
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 What if my baggage does not arrive with my flight?
If their baggage is delayed for more than 12 hours on their outward journey from their home country cover is provided for essential items up to the limit shown on the policy wording (usually about £100). Essential items include toothbrush, toothpaste, underwear and a change of clothing. Shoes boots, trainers and the like are not covered. They must keep all receipts for these items and submit them with their claim. If the suitcase fails to arrive at all they will be paid for the suitcase contents but not the essential items.
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 My children only live with me at weekends and holidays, can I still purchase a family policy?
Yes, a family policy would cover the parents for travel with their children.
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Are the rates based on my age at the date of departure?
No, their age is calculated at the date of booking.
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 Is kidnapping covered on the policy?
This dependent on the policy, some provide cover most do not. If the cover grid of the wording does not make reference to Kidnap, then only emergency medical expenses as a result of it would be covered.
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