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Travel insurance FAQs

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What happens if I need to cancel my holiday?

You will be covered for your unused travel and accommodation costs if you have to cancel your trip provided it is for one of the reasons shown in your policy booklet.

 

Can my children travel independently on our annual policy?

No. Insured persons under 16 years of age will only be covered when they are travelling with an adult named on your policy schedule.

 

What is the maximum trip duration?

For single trip policies the maximum trip length is 120 days. If you have an annual policy the standard trip length is 31 days but it is possible to extend this before you travel to either 45, 60 or 90 days. You must not spend longer than 183 days outside the UK in any consecutive 12 month period.

 

Will I be covered if I miss my flight?

If you miss your flight, ship or train at your point of international departure due to a failure of public transport or because the vehicle you are travelling in breaks down you will be covered. You will not be covered for any connecting or onward travel. If you think you are at risk of missing your transport you should call the Travel Assistant helpline on 01603 605 128 / +44 1603 605 128.

 

Are holidays in the UK covered on my annual policy?

Yes, holidays in the UK, including the Channel Islands and the Isle of Man, are covered provided they include 2 or more consecutive nights' stay in pre-booked holiday accommodation.

 

What cover do I have for Cancellation Charges?

In the first instance you should always contact the provider to seek a refund of your costs or rearrangement of your booking - this means the tour operator/travel agent, airline, accommodation provider and car hire company, as well as the provider of any other services which have been pre-paid such as excursions.

Airspace, airport or port closure cover insures you for two things that might happen on the day you are due to depart on your trip.

Firstly, if you are unable to depart due to your flight having been cancelled by your airline on the grounds of health and safety because of the snow and no alternative flight is available for more than 24 hours from the time shown on your travel ticket, you will be able to claim for cancellation of your trip.

Secondly, if any airport or port that you are due to travel through as part of your outward journey is closed for more than 24 hours from the time stated on your travel ticket, you will be able to claim for cancellation of your trip. In either of these cases you will be covered for:

  1. Deposits you have paid for your trip and cannot get back
  2. Your unused travel and accommodation costs (including excursions up to a maximum of £250 for each insured person), which you have paid or legally have to pay and cannot get back
  3. Unused kennel, cattery or professional pet sitter fees, which you have paid or legally have to pay and cannot get back up to a maximum of £200 for each insured person.

We will only pay those costs that cannot be recovered from the accommodation or travel provider and will need evidence that you have been unable to claim a refund.

 

I have internal flights booked in the country I am visiting. Can I claim their cost if I'm unable to depart from the UK?

If you are unable to depart from the UK due to the your flight being cancelled on the grounds of health and safety because of the snow; no alternative flight is available for more than 24 hours from the time shown on your travel ticket, and the airline operator abroad will not provide a refund or revalidate your tickets (which they will not be required to do if their flights are operating normally) then you will be able to claim for these costs.

 

What if my flight was cancelled can I still claim for cancellation?

If your airline cancels the flight they are obliged to provide a reimbursement of the cost of your flight or provide alternative re-routing options for you. However, if you are unable to depart due to your flight having been cancelled by your airline on the grounds of health and safety because of the snow, and no alternative flight is available for more than 24 hours from the time shown on your travel ticket, you will be able to claim for unused travel and accommodation costs, which you have paid or legally have to pay and cannot get back.

 

What if after checking in I am delayed for more than 24 hours and I wish to abandon my trip?

If your airline cancels the flight they are obliged to provide a reimbursement of the cost of your flight or provide alternative re-routing options for you. However, if you are unable to depart due to your flight having been cancelled by your airline on the grounds of health and safety because of the snow, and no alternative flight is available for more than 24 hours from the time shown on your travel ticket, you will be able to claim for unused travel and accommodation costs, which you have paid or legally have to pay and cannot get back.

 

What happens if I am unable to return home on my scheduled return date due to my flight to the UK being cancelled?

If you are unable to return home on your scheduled return date due to your flight having been cancelled by your airline on the grounds of health and safety because of the snow, we will pay you a benefit per person for each 24 hour period that you are unable to return home, as shown in your travel policy.

Or

If you unavoidably need to make your own way home after a 24 hour delay and the carrier or handling agent has been unable to offer you suitable alternative accommodation and/or travel arrangements, we will pay up to the limit shown in your policy, per insured person in respect of reasonable and necessary additional travel expenses that you incur.

 

I have booked a package deal through a tour operator. So what benefit does Enforced Stay Abroad section give me?

We will provide cover as above.

 

I can't afford to be stranded abroad due to work/family commitments - am I covered if I need to make my own way home?

If you have been unable to return home for more than 24 hours and your carrier has been unable to offer you suitable alternative travel arrangements, you will be covered in respect of reasonable and necessary additional travel expenses as shown on your travel policy, if you unavoidably need to make your own arrangements to return home.

 

Am I covered for accommodation and meals if I get stranded abroad?

Your airline/tour operator has certain obligations in respect of accommodation and food, however, we will pay per person, for each 24 hour period that you are unable to return home as per your travel policy.

 

I am planning to be abroad for 30 days - what happens with my insurance if I am stranded there and go over my 31 days trip limit?

Your policy provides an automatic extension of cover for up to 14 days when you are unable to return home within the trip limit due to your transport being delayed. This cover applies automatically, so there is no need to contact us.

 

If I am stranded abroad, will you cover my loss of earnings/holiday entitlement/kennel or cattery costs?

No, there is no cover for these costs.

 

I have a connecting flight on my way home - what cover do I have if I arrive at my connecting airport and find that the airport is closed?

You will have cover under the Enforced Stay Abroad section - this cover applies at any stage of your journey back home.

 

If I am stranded abroad and run out of my normal prescription medication, am I covered for this?

You should always ensure you take more than enough prescribed medication with you when you travel. However, if you are stranded for a number of days we will meet the costs of you obtaining the necessary emergency medical supplies.

 

I have been denied boarding because there are too many passengers for the seats available. Can I claim for cancellation of the trip?

Yes, as long as you can provide proof that your carrier was unable to offer you suitable alternative travel arrangements within 12 hours.

 

My tour operator has become insolvent. Can I claim for cancellation or abandonment of the trip?

Yes, you can claim for cancellation or abandonment of the trip if your tour operator, accommodation provider or their booking agent becomes insolvent.

 

The FCO* have not advised against the area/country I am travelling to, however I do not feel safe. Can I claim for cancelling/ abandoning the trip?

Yes, if a major incident such as a terrorist attack happens within a 50 mile radius of the area in which you will be/are staying and you do not wish to travel, regardless of the FCO advice, then you are covered to cancel or abandon the trip.

*Foreign and Commonwealth Office

 

Who do I need to contact to make a claim?

Premier and Aspects: 01243 621162

Platinum: 01603 605124

Gold Mastercard: 01603 605124

Private Bank: 02076 624012

Standalone Travel Insurance: 01603 605124

First directory: 01603 605125

 

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