Frequently Asked Questions

PRE-EXISTING MEDICAL CONDITIONS

Q. What is a pre-existing medical condition?

A.  A medical condition (including sports injuries) which has been suffered or for which medication, advice or treatment has been received within nine (9) months prior to the Date of Issue of the insurance.

Q. Does the policy only exclude my pre-existing medical conditions?

A. No.  It excludes pre-existing medical conditions which are known to you, concerning the health of you, and any person including those not travelling whose condition may give rise to a claim.

Q. If I have or I know of a pre-existing medical condition concerning the health of myself, my relatives, travelling companions or anyone else whose ill health would force me to cancel or cut short my trip, can I still buy a travel insurance policy?

A. Yes, but there will be no cover under the cancellation & curtailment, medical & treatment expenses or Ski Pack sections of your policy for any claims relating to the pre-existing medical condition.

Q.  Is it possible to upgrade the policy to include a pre-existing medical condition?

A. Yes, only under the Executive policy, you must contact medical pre-screening on 0870 240 2283 quote MSC10146 for Annual policies and MSC10149 for Single Trip policies.

RESIDENCY
 

Q. Can I buy a travel insurance policy, if I do not live in the UK or Ireland?

A. Yes.  The policy covers clients if they reside in countries who are members of the European Union

AGE LIMITS
 

Q. What are the age limits under the single trip or annual policies you offer?

A. Single Trip policies:

The Standard policy will cover customers up to and including age 60. The Super policy will cover customers up to and including age 65, whilst the Executive policy will cover customers up to and including age 74, customers aged 75 years and over will be made by referral to the underwriter only.

Annual multi-trip policies:

The Standard policy and Super policy will cover customers up to and including aged 60, whilst the Executive policy will automatically cover customers up to and including age 74. The Executive policy will offer cover to customers aged 75 and over by referral to the underwriter only. 

Any insured person aged 66 –70 are subject to double the excess and insured persons aged 71 and over are subject to triple the excess under the holiday abandonment and medical expenses sections of the policy.

ANNUAL POLICIES

Q.  Can children in full time education be covered under a “Family Rated”  annual policy?

A.  Yes, if living at home, children up to and including age 17 on the date cover commences, who are in full time education can be covered.

Q.  Can children travel independently on Annual Multi Trip policies?

A.  No, they would need to take out an individual policy for any independent trip.

Q.  Does the Annual Multi Trip policy cover include wintersports?

A.  Yes, if you have paid to automatically include this cover.  It Standard and Super policies offers cover for up to 17 days to non-members and 21 days to members. The Executive policy offers  unlimited wintersports cover throughout the policy period.

CONNECTING FLIGHTS
 

Q. If my initial outbound or inbound flight is delayed, which results in me missing my connecting flight, am I covered under this policy?

A. No, this policy does not cover missed connecting flights.

PARTICIPATION IN SPORTS & LEISURE ACTIVITIES WHILST YOU ARE AWAY
 

Q. Is there any cover under the policy for any leisure or sports activities I may participate in during my trip?

A. Yes, Hazardous Sports and Leisure activities are an additional option to your policy. You must select the category your activity falls under to include the cover under your policy. However if you are taking part in an activity which is not listed you must contact the Primary Call centre on 08700 759 759.  

There are also acceptable sports and leisure activities which are covered under the policy at no additional cost, these are listed under the policy wording on page 3, please note all activities are on an amateur basis.

Q. Can the policy be extended to include activities or sports which do require a degree of skill or involve a greater risk?

A. Yes, you must contact the Primary Call who can advise you further on 08700 759 759.

PAYMENT PROBLEMS

Q. I am trying to buy my travel insurance policy on the website, but it will not accept my debit/credit card, what should I do?

A. During busy periods we sometimes experience a few problems.  Please check that your credit/debit card is a card which is taken.  If it is a valid card, please re-try buying the policy. If you continue to be unsuccessful, please contact us on 08700 759 759.

NON-RECEIPT OF YOUR POLICY DOCUMENTS
 

Q. I have booked my travel insurance policy on the internet, but cannot download my policy documents, what do I do?

A. Please contact us on 08700 759 759 requesting a policy wording to be printed and sent to you via the post.  Please ensure you quote your policy number and date you purchased the policy in your email request.

CANCELLING A POLICY
 

Q. I want to cancel my policy, what should I do?

A. If you are canceling your policy within 14 days of purchasing it and you have not commenced travel and are not making a claim, you should contact us on 08700 759 759.

If you do not fit the above criteria, no refund will be given.

MAKING A CLAIM
 

Q. Is there a time limit for making a claim under the policy?

A. Yes, you must obtain a claim form no later than 31 days after the event

Q. How do I make a claim under my policy?

A. Please see the menu option “How to Claim”.