The travel agent/tour operator/airline company that I booked with has gone into administration. What should I do?
If you are a Travel Insurance policyholder and have lost your holiday, we will change the dates on your insurance policy to cover your new holiday. To arrange this, please contact our customer contact team on 0330 400 1222 within 30 days of the travel company going into administration.
There is no cover offered by your insurance policy for the loss of the holiday, or for any additional expenses incurred if you are stuck abroad. All these costs are covered by the Civil Aviation Authority (CAA). If you wish to claim a refund for your holiday or if you’re currently overseas and require assistance, please contact the CAA, who should be able to help you under their ATOL scheme, on 020 7453 6700, if calling from the UK, and +44 (0)330 400 1222, if calling from abroad.
I've lost my documents. How do I retrieve them?
If you have lost your policy documents, you can retrieve them online. Click here and enter your quote number and e-mail address to access your documents. If you would like your documents resent through the post or you have forgotten your quote number or if you have any other problems accessing your documents online, please call our customer contact team on 0330 400 1222 or e-mail us using our contact form.
What do I do if my passport is lost or stolen abroad?
You should report any loss or thefts of passports to the local police in the country you are in as soon as possible. You will need the crime reference details they provide for the LS01 (which is the Lost or Stolen Passport Notification) form. You should also report the loss or theft to the UK Foreign and Commonwealth Office (FCO) embassy, consulate or high commission of the country you are in. You can get details of your local FCO office wherever you are by calling +44 (0)20 7008 1500 or by visiting the FCO website. The FCO will issue you with replacement travel documents so you can travel back to the UK.
When will my documents arrive through the post?
Normally, we say to allow between 5 to 7 days between you buying your policy and your documents being received in the post. However, we do always aim for your policy pack to be with you sooner. You can still travel with a printed copy of your e-mailed documents if the posted documents don't arrive in time.
I have not received a policy card for the other travellers on my policy. Why is this?
When you buy your policy, we only send out one policy card in the name of the main traveller. If you would like to purchase a policy card for any additional travellers, you will need to pay £2 for each card. Please phone our customer contact team on 0330 400 1222.
What do I need to take on holiday with me?
It is advisable that you take your travel insurance certificate and the relevant policy wording booklet away with you. We also supply a free plastic policy card that makes carrying your insurance details with you much easier. If you do not have these documents, please contact us on 0330 400 1222 or via our contact form and we can send these out to you.
You may travel with a printed copy of your e-mailed documents. If you are unable to print your e-mailed documents, simply write down your policy number and the emergency medical assistance and claims line telephone numbers from the back of our policy wording booklets:
How many times can I go away if I have an annual multi-trip policy?
When you buy an annual multi-trip policy you are covered to go away as many times as you want. Don't forget however that there is a maximum per trip duration, the length of which depends on the level of cover you have chosen:
Can we all travel independently on an annual multi-trip policy?
Yes, everyone on an annual multi-trip policy is entitled to travel independently, but children under 18 who travel alone must be dropped off and picked up by a responsible adult aged 18 or over.
What happens when my annual multi-trip policy expires?
We will write to you 21 days before your annual multi-trip policy expires to remind you that your policy is coming up for renewal. If you have any questions about your renewal, please contact us on 0330 400 1222 and speak to a member of our sales team.
How many children can I insure on my travel insurance policy?
We cover up to 3 dependent under 18s per insured adult on all of our travel insurance policies. For example, on a policy with 1 adult, you can insure up to 3 children and on a policy with 2 adults, you can insure up to 6 children.
If you purchase an annual multi-trip policy, subject to the above limits, cover for the dependent children is provided free of charge.
What vaccinations do I need?
In accordance with the Foreign and Commonwealth Office (FCO) travel advice online at www.gov.uk/knowbeforeyougo you should check what vaccinations you need at least six weeks before you go.
Additionally, to check to see if you need to take any extra health precautions visit www.nhs.uk/travelhealth
Please be aware that we will not cover any claim arising from you not getting the necessary vaccinations.
Who provides our Travel Insurance?
Travel Insurance is provided for E&L by Insure & Go Insurance Services Ltd and underwritten by MAPFRE Asistencia.
What is the maximum age you can insure up to?
Our maximum age limit is up to and including 75 years old. If you are aged between 66 and 75 when you purchase the insurance, we can cover you for up to 31 days per trip (on a single trip and annual multi-trip policy). Please call us on 0330 400 1222 for a quotation or simply buy quickly and securely online.
What is a UK resident? Are you able to cover non-UK residents?
We define a UK resident as being someone who has been living in the UK or the Channel Islands for at least six of the last 12 months. Unfortunately, if you do not fit this criteria, we would not be able to provide you with cover.
Can you insure non-UK residents?
As long as you have been living in the UK or the Channel Islands for at least six of the last 12 months, our Travel Insurance can provide you with cover.
I've left the UK and forgotten to get insurance. Can I still get cover with you?
Unfortunately, we are unable to cover you if you have already left the UK.
Destinations and Regions
Do you insure trips within the UK?
We can cover trips within the UK as long as there is a minimum of 25 miles radius between your home and your pre-arranged and booked accommodation. Please be aware that for the purposes of our policies, we define the UK as being England, Scotland, Wales, Northern Ireland and the Isle of Man only. For example:
- If you are a resident of England, Scotland, Wales, Northern Ireland or the Isle of Man and you will be travelling to the Channel Islands, you will need to purchase a European policy to be covered
- If you are a resident of the Channel Islands and you will be travelling to England, Scotland, Wales, Northern Ireland or the Isle of Man, you will need to purchase a policy which covers Area 1 (see the question below)
What countries do your Travel Insurance policies cover?
Our Travel Insurance policies are broken down into the following geographical areas:
- Area 1: England, Scotland, Wales, Northern Ireland, the Isle of Man and your home area (see "What do you mean by 'home area' for full definition")*
- Area 2: Europe, including countries bordering the Mediterranean Sea (except Algeria, Israel, Jordan, Lebanon and Libya)**
- Area 3: Worldwide, excluding USA, the Caribbean*** and Canada
- Area 4: Australia and New Zealand only
- Area 5: Worldwide, including USA, the Caribbean*** and Canada
If you are unsure which area your trip falls into, contact our customer contact team on 0330 400 1222 or by using our contact form.
Please be aware that we are unable to cover any trips to destinations which the Foreign and Commonwealth Office (FCO) advise against travel to. You can check this online at www.gov.uk/knowbeforeyougo.
* For trips within Area 1 there must be a minimum of 25 miles radius between your home and your pre-arranged and booked accommodation.
** Europe - Albania, Andorra, Austria, The Azores, The Balearic Islands, Belarus, Belgium, Bosnia, Bulgaria, The Canary Islands, The Channel Islands, Corsica, Crete, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Kosovo, Lapland, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldavia, Monaco, Montenegro, Morocco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia, San Marino, Sardinia, Serbia, Sicily, Slovakia, Slovenia, Spain, Sweden, Switzerland, Syria, Tunisia, Turkey, Ukraine and the Vatican City.
*** Caribbean - Anguilla, Antigua and Barbuda, Bahamas, Barbados, Bermuda, Cayman Islands, Cuba, Dominica, Dominican Republic, Grenada, Guadeloupe, Haiti, Jamaica, Martinique, Montserrat, Netherlands Antilles, Puerto Rico, St Kitts and Nevis, St Lucia, St Vincent and the Grenadines, Trinidad and Tobago, Turks and Caicos Islands, Virgin Islands (British) and Virgin Islands (US).
What do you mean by 'home area'?
The area you normally live in which in accordance with our eligibility requirements would need to be within the UK or the Channel Islands. Please note that for the purpose of this insurance each of these areas is defined as a separate area of residence.
What area do Egypt, the Canary Islands, Morocco and Tunisia come under on your policies?
The countries of Egypt, the Canary Islands, Morocco and Tunisia can be covered with our European travel insurance policies. Please note that Algeria, Israel, Jordan, Lebanon and Libya are not included in our European policies and can be covered on our Worldwide (exc. USA, the Caribbean and Canada) and Worldwide (inc. USA, the Caribbean and Canada) areas.
Where is Lapland?
The Lapland region stretches across Finland and Sweden and is included under our European travel insurance policies.
What if I am travelling to more than one country?
We can cover you to travel to multiple destinations as part of one trip. A trip is considered to be from the date that you leave your home country until the date that you return to your home country (or your final destination if it is a one-way trip). You need to ensure that the policy covers you for all the regions that you plan to travel to and certain terms and conditions will apply. For example, if you will be travelling to India, stopping off for a week in Bulgaria, you will need to choose the Worldwide (exc. USA, the Caribbean and Canada) as this area includes both of those countries.
For more information see our policy wording booklets or call on 0330 400 1222 to speak to a member of our customer contact team.
I have a European annual multi-trip policy but I will now be travelling outside of Europe. Can I upgrade my policy?
Certain non-European countries like Egypt, Turkey, Morocco and Tunisia are included under our European policies. If you're not travelling to one of these countries you can upgrade your annual multi-trip policy to include worldwide cover for an additional premium. Please call our customer contact team on 0330 400 1222 to arrange this. Alternatively, you can purchase a single trip policy.
You could also purchase a separate single trip policy but upgrading your annual multi-trip policy to include worldwide cover might work out cheaper.
I am travelling to Cuba. Will I need to purchase additional medical cover upon entry?
No. Provided you have a Travel Insurance policy with cover for medical expenses included, you will not need to purchase additional cover.
Buying a Travel Insurance policy
How can I buy a travel insurance policy?
You can purchase a travel insurance policy online in just a few minutes. Click here [LINK ADDED TO TRAVEL QUOTE] to get a quotation and buy your travel insurance online. Alternatively, you can purchase your travel insurance over the phone from one of our friendly UK-based sales agents. To buy over the phone, please call us on 0330 400 1222.
What ages do I put down when getting a quote?
Please enter your current ages. It does not matter if you have a birthday after you buy the policy; we just need your ages at the time your purchase the policy.
If I purchase online, are my details secure?
We take data protection very seriously. When you submit your personal and payment details online, they are encrypted to ensure that no-one else can read them. You can confirm this by looking for the padlock icon which appears either next to the address bar or in the status bar on the payment page. We also hold your details according to the Data Protection Act 1998. Please note that E&L do not hold your payment details.
How can I pay for my travel insurance?
You can pay for your travel insurance using a credit or debit card, or by cheque. We accept the following credit and debit cards:
- America Express
- Switch (UK)/Maestro
- Solo (UK)
If you would like to pay by cheque, you will need to phone us to complete a quote. Please note that it can take up to 14 days to process cheque payments. Payments by credit or debit card are instant but may take time to show on your statement.
When should I start my travel insurance?
If you are purchasing single trip or Backpacker travel insurance, you will need to start your policy on the day that you leave to go on your trip. Cover for cancellation on these policies starts from the date of purchase. If you are purchasing an annual multi-trip, you are only covered from the date you choose to start your policy.
I can't find a policy that's suitable. Are you able to help me?
We can help you by offering you a range of different travel insurance choices to help you decide what might be appropriate for you. To talk through your options, please call us on 0330 400 1222 or contact us using out contact form.
Can children aged under 18 be covered on their own policy?
Children under the age of 18 can be covered on their own travel insurance policy but they must be travelling with, or be dropped off and picked up by, an adult (i.e. aged 18 or over). To purchase a policy for someone who is under 18, please contact us on 0330 400 1222.
I am having trouble paying online. Can you help me?
If you are having trouble paying for your travel insurance online, make sure you check all of your personal and payment details. Ensure you have selected the correct card type and entered your full card number. Check the expiry and/or valid from date has been entered correctly. Also, make sure you have entered the correct security code (CVC). This code is the last three digits shown on the back of your card over the signature strip.
If you're paying with an American Express card, the CVC code is the 4 digit number on the front of the card. If you are paying with Switch, Maestro or Solo card, you may also need to enter the issue number that appears on the front of the card.
If you are still having problems processing your payment, please contact us on 0330 400 1222.
What are my cancellation rights?
Once you have purchased your travel insurance, subject to the condition detailed in the note below, you are entitled to a 14 day cooling-off period. If you contact us within this cooling-off period, you are entitled to a full refund of your travel insurance policy, provided you have not travelled or made any claims on the policy. To cancel your travel insurance and claim your refund, you will need to contact us in writing or by e-mail.
Please note: If you have a single trip policy that ends within 31 days of the date you purchased your policy, the cooling-off period does not apply and we will not be able to offer you a refund.
To cancel by e-mail, send your request to firstname.lastname@example.org.
To cancel by post, send a letter to:
Customer Contact Department
How is my policy delivered?
We can deliver your policy by post and by e-mail. We can also send you your policy details in a text message to your mobile phone. Please be aware that the posted documents can take 5 to 10 working days to arrive. The e-mailed documents can take up to 5 minutes to arrive in your inbox.
What you're covered for?
When does the cover begin and end on my policy?
If you have purchased a single trip, or Backpackers policy, you are covered for cancellation of your trip from and including the date of purchase. If you have purchased an annual multi-trip policy, cover only starts on the chosen start date of your policy. For example, if you chose to start your annual multi-trip on the 1st December, you will not be covered if you need to cancel your holiday on any date before the 1st December.
What is the maximum trip length?
Please see below to see the maximum trip lengths for our travel insurance policies:
- Budget single trips - 365 days
- Budget annual multi-trips - 31 days per trip
- Silver, Gold and Black single trips - 365 days per trip
- Bronze and Silver annual multi-trips - 45 days per trip (31 days if aged 66 or over)
- Gold, Platinum and Black annual multi-trips - 90 days per trip (31 days if aged 66 or over)
- Bronze, Silver, Gold and Black Backpackers - 18 months (max age up to and including 65)
Please note: if you are aged over 65, we can only insure you for a maximum of 31 days on both single trips and annual multi-trips.
I am 65 now but I will turn 66 during my policy. Can I still be insured for more than 31 days per trip?
The limit of 31 days per trip only comes into effect if you are aged 66 or over on the day you buy your policy. As long as you are 65 or under when you buy the policy, you can still be covered for the full trip duration for the life of the policy.
What is an excess?
The excess is the amount that you would need to pay towards a claim. For example, if you make a claim of £100 and the excess is £60, you will only be able to claim back the remaining £40. The excess amount is displayed in the policy wording booklets:
Can I change the excess on my policy?
When you buy your policy, you can choose between standard excess, double excess or you can waive the excess on the policy completely. If you double the excess on the policy, it makes the policy slightly cheaper and if you waive the excess, the policy price is slightly higher.
What are the terms and conditions?
You must make sure that you read the terms and conditions of your travel insurance policy carefully so you know what you are covered for. You can download PDF copies of the policy wording booklets (which contain the full policy terms and conditions):
Are there any exclusions to the policy?
There are some exclusions that apply to the cover. To check the policy exclusions, take a look at the policy wording booklet that is relevant to the policy that you have/are interested in purchasing. You can download a copy of the policy wording booklets:
Am I covered for cancellation?
All of our travel insurance policies include cover for cancellation of your trip. To read the terms and conditions that apply to cancellation cover, please read the relevant policy wording booklets:
Are my golf clubs covered?
We can cover your golf clubs up to the valuables limit as defined on your policy. We also provide additional golf cover on our single trip and annual multi-trip policies. This includes extra cover for your golf equipment, cover for hiring golf equipment if yours is delayed, lost or damaged and also cover for green fees. To read more about our golf cover, please read the policy wording booklet that corresponds to the policy you have/are interested in purchasing or to arrange cover, please call 0330 400 1222.
What is the definition of Personal Accident?
Under the Personal Accident section of your insurance, we will pay you or your executors or administrators up to the maximum limit as defined by your policy, if you are involved in an accident during your trip which causes you an injury, and this accident is the only thing that results in you becoming disabled within 12 months of the date of the accident. We will pay for the following:
- Your permanent total disability caused by an accident during your trip that:
a. stops you from working in any job you are qualified for;
b. lasts for 12 months; and
c. our medical advisor believes is not going to improve at the end of those 12 months.
- The permanent loss of use of one or more of your limbs, at or above the wrist or ankle.
- Irrecoverable loss of sight (see definition below) in one or both eyes for a period of at least 12 months.
- If you die, we will pay the amount shown in the table of benefits on page 4 (this is limited for children aged under 18).
Loss of sight means total and irrecoverable loss of sight which shall be considered as having occurred:
- In both eyes if your name is added to the Register of Blind Persons on the authority of a fully qualified ophthalmic specialist; and
- In one eye if the degree of sight remaining after correction is 3/60 or less on the Snellen scale (which means you are only able to see at 3 feet that which you should normally be able to see at 60 feet) and we are in no doubt that the condition is permanent and without expectation of recovery.
If you have further questions about Personal Accident cover, please contact our customer contact team by phone on 0330 400 1222 or by using our contact form.
Am I covered for foreseen events (e.g. planned strike action or forecasted weather)?
We are unable to provide cover for events that arise that were known about at the time you booked your holiday or purchased your travel insurance.
Medical cover and health conditions
Who do I contact in the event of a medical emergency?
If you bought your policy on or since 1st June 2010, please contact MAPFRE Assistance as soon as possible on +44 (0)20 7748 0060. They are available 24 hours a day, 7 days a week.
I have pre-existing medical conditions. Can I get cover for these on my policy too?
You can declare your conditions quickly and easily using our online medical screening system or, if you would prefer to speak to one of our friendly agents, call us on 0330 400 1222.
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 us 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 1222.
If cover is refused for my pre-existing medical condition, am I still covered?
We will not cover any claim directly or indirectly linked to any declared and excluded pre-existing medical conditions where we cannot offer cover for the condition(s) or you have chosen not to pay the premium to provide cover. The rest of your travel insurance cover will not be affected by this exclusion.
Do I need to obtain a European Health Insurance Card (EHIC) before travelling?
When travelling to a country in the European Union (EU) you should receive inpatient treatment in a public hospital.
You must therefore obtain a European Health Insurance Card (EHIC) prior to travel by completing an application form via www.ehic.org.uk. This allows European citizens to benefit from the health agreements between countries in the EU. (This used to be known as the E111).
If you are admitted to a public hospital, you should present your EHIC to the hospital; if you are unable to do so, you must co-operate with the medical assistance department in order to obtain one.
If your EHIC is presented to the treating doctor or hospital when receiving medical treatment within the European Union and the medical costs are reduced, the policy excess applicable under section B (Medical and other expenses) will be waived.
I already have a policy but I've recently been diagnosed with a new medical condition. What do I do?
If you already have a policy and there has been a change in your medical status, please call our customer contact team on 0330 400 1222.
Do you cover pregnancy?
We provide cover under this policy if something unexpected happens. In particular, we provide cover under section B – Medical and other expenses for injuries to the body or illness that was not expected.
We do not consider pregnancy or childbirth to be an illness or injury. To be clear, we only provide cover under sections A - Cancelling and cutting short your holiday, B - Medical and other expenses and C - Hospital benefit of this policy, for claims that come from complications of pregnancy and childbirth. Please see our below definition of 'Complications of pregnancy and childbirth'.
- Toxaemia (toxins in the blood)
- Gestational diabetes (diabetes arising as a result of pregnancy)
- Gestational hypertension (high blood pressure arising as a result of pregnancy)
- Pre-eclampsia (where you develop high blood pressure, carry abnormal fluid and have protein in your urine during the second half of pregnancy)
- Ectopic pregnancy (a pregnancy that develops outside of the uterus)
- Molar pregnancy or hydatidiform mole (a pregnancy in which a tumour develops from the placental tissue)
- Post-partum haemorrhage (excessive bleeding following childbirth)
- Retained placenta membrane (part or all of the placenta is left behind in the uterus after delivery)
- Placental abruption (part or all of the placenta separates from the wall of the uterus)
- Hyperemesis gravidarum (excessive vomiting as a result of pregnancy)
- Obstetric cholestasis
- Placenta praevia (when the placenta is in the lower part of the uterus and covers part or all of the cervix)
- Emergency Caesarean section
- A termination needed for medical reasons
- Premature birth more than 8 weeks (or 16 weeks if you know you are having more than one baby) before the expected delivery date.
If at the time you purchase your travel insurance, you know that you will be 33 to 40 weeks pregnant during your trip, you will be unable to claim cancellation for your trip. In the event that you make a claim for any medical costs, our claims team will ask you for confirmation from your doctor that you were fit to travel.
For further information, please call our customer contact team on 0330 400 1222.
I have a European Health Insurance Card (formerly known as an E111). Do I still need travel insurance?
The European Health Insurance Card (which used to be called the E111) entitles the holder to free or reduced cost emergency treatment within the following EU countries:
- Cyprus (but not in North Cyprus)
The EHIC may not always provide sufficient cover, however. For example, if you are taken to a private clinic in a private ambulance, the EHIC will not cover you. The EHIC also does not cover the cost of repatriation for if you need to be flown back to the UK due to accident or illness. For these reasons, it is advisable to take out adequate travel insurance as well.
Is dental treatment covered?
Our policies provide up to £250 for emergency dental treatment to enable you to immediately relieve pain.
Making a claim
How do I make a claim?
Making a claim with us is easy. To begin, you can download a claims form from our web-site. You will need to complete the claim form and send it to us with all the relevant documents (e.g. receipts, hospital bills etc). Alternatively, you can contact us by phone on 0330 400 1222 or by e-mail at email@example.com. Please note that you will need to notify us of your claim within 31 days of the end of your trip. Once you have registered your claim, this time limit no longer applies.
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 0330 400 1222 or using our contact form.
Changing an existing policy
Can I change my policy?
If you have purchased a travel insurance policy from us and you do not feel that it is the right policy for you, or you have noticed a problem with your insurance, please contact us as soon as possible. As you are entitled to a 14 day cooling-off period, we will be able to cancel your existing policy, issue you with a full refund and offer you a policy that is more suitable. To arrange this, please contact us on 0330 400 1222. Please be aware that the cooling-off period does not apply to single trip policies which end within 31 days of the date they were purchased
I need to amend the address or contact details on my policy. How can I do this?
If you need to amend the address or contact details on your travel insurance policy, please contact our customer contact team on 0330 400 1222. We will be able to amend the details on your policy at no extra charge and also resend the amended documents to you by post or by e-mail.
Can I change the names of the insured persons on my policy before I travel?
If you need to amend the name of one of the travellers before you go, you can do so. Please note that we would need confirmation of the name change (for example, a marriage or Deed Poll certificate). We can only change the name of a traveller, if their new name is reflected on their passport and we are unable to replace travellers with another person. Please contact us by phone on 0330 400 1222 or via our contact form if you to wish to amend a traveller's name.
Can I extend my cover whilst I am away?
Yes, you can extend the cover on your travel insurance policy whilst you're away. Policies can be extended only once and only up to the maximum trip duration (see table below) and you will need to pay an additional premium for the extended cover. If you need to extend your policy, please contact us by phone on 0330 400 1222.
Here is a list of the maximum trip durations:
- Budget single trips - 365 days
- Silver, Gold and Black single trips - 365 days (31 days if aged over 65)
- Bronze, Silver, Gold and Ski Backpackers - 18 months (maximum age of 65)
Hazardous activities and sports
What hazardous or dangerous activities am I covered for?
All of our travel policies include free cover for over 50 sports and other leisure activities such as bungee jumping and jet skiing. Check the list of activities here to see what's covered.
Some of the more extreme activities, like sky diving, aren't covered automatically. Check the list of activities above, for which, if you require cover you would need to pay an additional premium via either adding our online Hazardous activities option at the time of purchasing your policy (this provides you with up to 15 days cover for any of the listed activities throughout the term of your policy) or by calling our Customer Contact Team on 0330 400 1222 to add this cover to your travel insurance policy.
Am I covered for scuba diving when I go travelling?
Scuba diving is covered free on all our travel insurance policies for up to 14 days, provided you are qualified and that you will be diving no deeper than 30 metres. If you are not a qualified scuba diver or you are qualified but will be diving more than 30 metres, you will need to pay an additional premium via either adding our online hazardous activities option at the time of purchasing your policy (this provides you with up to 15 days cover for this activity throughout the term of your policy) or by calling our Customer Contact Team on 0330 400 1222 to add this cover to your travel insurance policy.
Am I covered for bungee jumping when I go travelling?
Yes, you are covered for up to 3 bungee jumps free on all of our travel insurance policies.
Am I covered for white water rafting when I go travelling?
The Travel Insurance covers white or black water rafting (grades 1 to 4) free on all our travel insurance policies. If you will be taking part in white or black water rafting (grades 5 to 6), you will need to pay an additional premium via either adding our online Hazardous activities option at the time of purchasing your policy (this provides you with up to 15 days cover for this activity throughout the term of your policy) or by calling our Customer Contact Team on 0330 400 1222 to add this cover to your travel insurance policy.
I will be doing an activity that the terms and conditions state there is no personal accident/personal liability cover for. What does this mean?
If you will be doing an activity that the terms and conditions state there is no Personal Accident or Personal Liability cover for, it is just these two sections of your travel insurance that will be excluded. If you have an accident and injure yourself, you will still be covered for medical expenses, but you will not be able to claim under the separate Personal Accident or Personal Liability sections.
What activities are covered with your winter sports travel insurance?
We cover all of the following activities in our winter sports travel insurance:
- Cat skiing
- Cross country skiing
- Downhill skiing*
- Freestyle skiing*
- Glacier walking or trekking (under 2000m)
- Glacier walking or trekking (over 2000m but under 6000m)*
- Ice climbing under 100m (fully supervised)*
- Ice fishing
- Ice hockey*
- Luge on snow/ice*
- Off-piste skiing/snowboarding (except in areas considered to be unsafe by resort management)
- Recreational ski or snowboard racing
- Ski acrobatics*
- Ski bob racing*
- Ski racing or training (non-professional)*
- Ski stunting*
- Ski touring (with a guide)
- Ski/snowboard fun parks*
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 contact team on 0330 400 1222.
Do you cover mountain rescue?
Mountain rescue is covered on our policy provided you have paid the appropriate winter sports premium, or you have arranged an annual multi-trip which includes winter sports cover for free.
Do you provide travel insurance cover for a whole season?
If you are looking for cover for the whole season, you can be covered with our Backpackers or single trip policies. Our Backpackers policies can cover trips of up to 18 months in length and our single trip policies can cover trips of up to 12 months. Winter sports cover is available on all of these policies.
Am I covered if I am a ski instructor or if I am going to ski instructor school?
Unfortunately, we can only cover ski and ski training on a non-professional basis.
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.
- Downhill skiing
- Freestyle skiing
- Glacier walking or trekking (over 2000m but under 6000m)
- Ice climbing under 100m (fully supervised)
- Ice hockey
- Luge on snow/ice
- Ski acrobatics
- Ski bob racing
- Ski racing or training (non-professional)
- Ski stunting
- Ski/snowboard fun parks
For any questions, please contact our customer contact team on 0330 400 1222.
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.
I have a question that isn't answered here. What do I do?
All the above content is provided for information purposes only. We make no representations as to the accuracy or completeness of any information on this site or found by following any link on this site. We will not be liable for any errors or omissions in this information nor the availability of this information. We will not be liable for any loss, injury or damage arising from the display or use of this information. This policy is subject to change at any time.
If you still have a question that you would like an answer for, please don't hesitate to call our customer contact team on 0330 400 1222 or contact us by e-mail using our contact form. You might also find the answer in our policy wording booklets: