FAQ’s

If you have a question about our products, you will hopefully find the answer below. We have put together a list of the most popular questions we get asked by our customers.

If you are unable to find the answer to your question here, don’t worry, please click here and a member of the team will be able to help you further. 



Activities
Which sporting activities are not covered by my policy?

Please click here for a full list of the activities we cover under our policies, you will see that there is a separate list for the different type of policies that we offer. If you don’t see your chosen activity, simply click here and a member of our customer service team will be able to confirm if we are able to provide cover.

Is mountain rescue included in my cover?

If you need mountain rescue for a medical emergency, the cost is covered by the insurance policy as long as you are at a known location. However, search and rescue from an unknown location or for non-medical reasons is not covered. For more details, please review the medical emergency section of the policy wording.

Why have your activity packs changed?

We are constantly changing and improving our products and our offerings to you as the customer. We now offer cover for over 150 activities as standard on every policy! You can see what is covered here.

Am I covered for winter sports on my Multi Trip policy?

To be covered for winter sports on your Multi Trip policy you must have purchased our specialist Winter Sports Multi Trip policy.

We would always advise that you purchase the specialist cover to ensure you and your equipment are covered whilst participating in your activities. Click here to upgrade your policy.

What sports and activities do you cover?

Please click here for a full list of the activities we cover under our policies, you will see that there is a separate list for the different type of policies that we offer.

If you don’t see your chosen activity, simply click here and a member of our customer service team will be able to confirm if we are able to provide cover.

Do you cover Off Piste Skiing?

We cover On and Off Piste Skiing and Snowboarding (within resort boundaries) as standard on our Winter Sports policies.

Please select this during the quote journey to ensure you are covered correctly. If you have already purchased your policy, please click here to upgrade.

Which winter sports are covered under the winter policies?

Winter sports such as skiing, snowboarding and Ice Skating are included. For a more detailed list please visit our Winter Sports activities list.

Do you cover sports equipment?

This will depend on the equipment, the activity you are taking part in and the level of cover you have chosen.
Please click here to log into your Customer Area and check your policy wording.

Am I covered to use a an e-bike/electric scooter on holiday?

This is not something we offer cover for. Please click here to see which activities we can cover.

Management of Policy
Do you cover one way trips?

We do not cover one way trips/emigration on any of our policies.

However, if you do not have a return flight booked yet. To purchase a policy with us you will need one of the following:

  • College or university placement confirmation
  • Employment contract with start date
  • Rental agreement
  • Consultant appointments in the UK
  • Vehicle logbook with proof of current tax
  • Court summons or appearances
  • Mortgage agreement
  • Home or contents insurance in your name
  • Future travel plans (flight bookings) to and from the UK
Can I purchase cover if I haven’t booked my return flight yet?

Proof of intent to return home is necessary in certain situations and a booked and paid return journey to the UK usually suffices.

If you don’t have a return journey booked, you will need one of the following:

  • College or university placement confirmation
  • Employment contract with start date
  • Rental agreement
  • Consultant appointments in the UK
  • Vehicle logbook with proof of current tax
  • Court summons or appearances
  • Mortgage agreement
  • Home or contents insurance in your name
  • Future travel plans (flight bookings) to and from the UK

Please note: This policy does not cover emigration.

What is the age limit on your policies?

All of the below limits will also depend on the destination and the outcome of your medical declaration.

Single Trip:
The maximum trip duration you can purchase varies by age as follows:
Age at the date of starting the policy Maximum Trip Duration
Up to 65 = 94 days
66-79 = 45 days
80+ = 31 days

Annual Multi-Trip:
The maximum age is 79 years and the maximum trip duration for this policy is 31 days.

Backpacker & Longstay:
The maximum age is 75 years.

Which address do we use if more than one traveller on the policy?

Please use the address of the lead person on the policy. If you need to amend this, please click here to log in to your Customer Area.

Why is my policy more expensive because of my age?

We take many things into account when it comes to pricing including age.

As people age, the likelihood of health issues and the need for medical attention increases, resulting in higher costs for insurers.

Unfortunately, to cover these potential expenses, insurance companies have to charge higher premiums for older policyholders.

Which policy should I choose?

We can’t tell you which policy you should choose as it depends on your trip details.

However, focus on key factors like cancellation cover (ensure it covers the cost of your holiday), personal possessions cover (is it enough for your belongings?), and medical cover (aim for at least £5 million if travelling worldwide).

For more details on our policies, click here.

How long in advance can I quote/purchase Travel Insurance?

Unfortunately, we cannot quote you for more than a year in advance. Please bear this in mind before contacting us as we don’t want to disappoint you. Just come back once your holiday is within the year time frame!

When does cover start on an Multi Trip policy?

Unlike Single Trip policies, cover begins on the start date chosen by you (not from the date you pay your premium) and runs for a year from that date.

Who qualifies as a couple?

We define a couple as a policyholder and spouse or partner, who have been living together as a couple at the same address for at least 6 months

What's the difference between Single Trip and Multi Trip policies?

Single trip policies cover one planned trip, with cancellation cover starting from the purchase date.

Multi-trip policies, or annual multi-trip policies, cover unlimited trips within a 12-month period, with each trip lasting up to 31 days (extensions possible based on coverage level) and cover begins on your chosen start date.

To review or upgrade your policy, please click here.

What's the difference between Backpacker and Longstay policies?

They are basically the same cover, although there will be different levels of cover on both. They are designed for people who are travelling the world for longer than 3 months, and therefore cannot use a single or multi trip policy due to the trip duration restrictions.

How can I pay?

Just click here to log into your Customer Area and you can pay for your policy and any extensions you may want to add.

Do you accept American Express (AMEX), Paypal or Apple Pay?

At this time, we do not accept Paypal, Apple Pay or AMEX.

Can I get a policy whilst travelling?

We cannot offer you cover for your holiday if your trip has already started. You can, however, purchase a policy for any future trips, as long as they will start and end in the UK.

How do I save my quote?

Once you have provided all information during the quote journey, you will automatically be provided with a quote reference number on screen as well as via email.

Please note: your quote will only be valid for 30 days.

If you want to go ahead with your quote, please use your reference number to register for your Customer Area by clicking here.

Do I need to be a resident in the UK in order to purchase a policy?

Yes, one of our terms and conditions states that you have to be resident in the UK and be registered with a UK GP.

Can I have a family policy if my children do not live with me full time?

Yes, a family policy can be purchased as long as your children are living with you or their other parent, the children must be dependent, under 18 and in full-time education.

Can I travel whilst pregnant and do I need to declare my pregnancy?

Pregnancy is a natural event and doesn’t need to be reported to us.

However, please declare any medical conditions arising from it such as Gestational Diabetes.

We cover pregnancy-related medical conditions if you’re under 28 weeks pregnant at the trip start (or 24 weeks for multiple births) and declared fit to travel by a medical professional.

If unfit to travel or beyond 28 weeks pregnant, you can claim under ‘Cancelling Your Trip.’

Please Note: We don’t cover denial of boarding by your carrier, so check with them beforehand. If you are unsure of anything, please click here and a member of our team will be able to help you further.

Can we cover our foster children under a family policy?

Yes, as long as they live with you, are under 18 and in full time education.

I am in the British Forces, can I purchase a policy?

Yes of course you can – we do cover travellers in the British Forces if they have a BFPO address.

A number of our policies also provide cover for cancellation if your leave is revoked due to HM Forces requirements.

For more information about what is covered, please click here to view your policy wordings.

I am travelling today; can I still buy a policy?

Yes, you can purchase a policy by clicking here and receive immediate cover as long as you are travelling outside of the UK, haven’t boarded your transportation for international departure and are not aware of a reason to make a claim.

You will receive a copy of your documents by email and they will also be available in your Customer Area.

If travelling for my Honeymoon, what surname should I give you for my policy?

Firstly, Congratulations! We would need the surname that is on your travel documents and passport.

If you need to change this please click here to log into your Customer Area.

When does my insurance policy start?

If you purchase a single trip policy (including Cruise, Backpacker and Longstay) your cancellation cover will start from the date you purchased your policy.

However, if you have purchased a Multi Trip policy, your cover will commence on the date that you pick as your start date of your policy.

If you want to check any details about your chosen policy, please click here to log into Customer Area.

Can I pay in instalments?

Unfortunately, this is not something we currently offer. The premium would need to be paid in full when purchasing your policy to ensure you are covered.

I've made a mistake - how can I edit my quote?

Simply click here to log into your Customer Area to make any changes.

I have done a quote but i don't want to buy it yet, how long will it be saved for?

Our quotes last for 30 days. Please be aware that after this time, the price may change and if you have completed a medical declaration you may have to repeat this. When you are ready to go ahead with your quote, click here.

Why have I not been offered a policy?

There are various reasons why we might not offer you a policy. It could be because of a current medical condition that you are still under investigation for or we are not comfortable covering. It might be you’re planning an activity not covered by the policy.

If we can’t offer you a policy, we’ll explain why and if you need any further clarification you can click here and a member of the team will help you.

Can you post my policy documents to me?

In an effort to be more environmentally friendly and reduce our carbon footprint, we prefer to share documents digitally whenever possible to minimise paper waste and reduce emissions.

This will be via email and you can also access any documentation via your Customer Area by clicking here.

Thank you for understanding and supporting our commitment to the environment!

 

However, if you require physical copies, we are happy to do so. Just click here and we will sort this for you.

Is it cheaper to have a couples policy or separate ones?

We automatically provide a couples discount as long as you are both on the policy. We would always suggest being on the same policy regardless of the discount.

I am an international student living in the UK, , can i buy travel insurance from you?

The policy has specific residency requirements, to be eligible to purchase this policy your home address must be in the UK and you must be registered with a General Practitioner in the UK.

How can I retrieve my quote if I have lost my quote number?

If you have already registered for Customer Area, simply click here.

If not, click here and a member of the team can help you.

What is the UK residency definition to purchase a policy?

To be eligible to purchase this policy your home address must be in the UK and you must be registered with a General Practitioner in the UK.

Can I pay for my policy on live chat?

No, you will need to click here and log into your Customer Area in order to pay.

I have a policy with you but now need to change my details or cover, how do I do that?

Please click here to log into your Customer Area to make these changes.

Can I change the travel dates of the policy? Is there a charge?

You can do this by clicking here. Please be aware that if your duration is longer, this may incur an additional charge.

Can I add people to my policy?

Yes, you can add people to your policy. There may however be an additional premium to pay for the addition. To make this change, please click here to log into your Customer Area.

How do I retrieve my quote?

You can retrieve your quote by clicking here and logging into your Customer Area. You will need to log in with your email address and password you provided when creating your account.

My airline/tour operator have changed my travel dates, can I change my insurance?

Yes, no problem! Click here to log into your Customer Area and you can make these changes.

There may be an increased cost to your policy if you are extending the duration, changing the geographical destination or moving your dates more than 12 months from the original date you purchased.

How can I change my cover from Europe to Worldwide?

Simply click here to log into your Customer Area and you can make these changes.

There may be an increased cost to your policy if you are extending the duration, changing the geographical destination or moving your dates more than 12 months from the original date you purchased.

Can I upgrade my current single trip policy to a multi trip policy?

Yes of course, please click here and a member of our team can help you.

Cancellation
My airline/tour operator have cancelled my holiday, can I make a claim?

If your airline or tour operator have cancelled your travel plans, it is their responsibility to either change your dates or offer you a full refund.

How do I cancel my policy?

You can cancel your policy online – click here to login to your Customer Area.

If cancelled within the 14-day cooling-off period, our team will process the refund. Outside this period, refunds are given only for exceptional circumstances, and no refund will be given if you have travelled or claimed.

For Multi-trip policies cancelled under exceptional circumstances outside the cooling-off period, refunds are based on unused months:

  • 1 month: 75%
  • 2 months: 60%
  • 3 months: 50%
  • 4 months: 40%
  • 5 months: 30%
  • 6 months: 25%
  • 7 months: 20%
  • 8 months: 15%
  • 9 months: 10%
  • 10 months: 5%
  • 11-12 months: 0%

Refunds are issued to the original payment card after confirmation and can take 3-5 working days depending on your bank.

My holiday has been cancelled - can I cancel my policy?

You can cancel your policy online – click here to login to your Customer Area.

If cancelled within the 14-day cooling-off period, our team will process the refund. Outside this period, refunds are given only for exceptional circumstances, and no refund will be given if you have travelled or claimed.

For Multi-trip policies cancelled under exceptional circumstances outside the cooling-off period, refunds are based on unused months:

  • 1 month: 75%
  • 2 months: 60%
  • 3 months: 50%
  • 4 months: 40%
  • 5 months: 30%
  • 6 months: 25%
  • 7 months: 20%
  • 8 months: 15%
  • 9 months: 10%
  • 10 months: 5%
  • 11-12 months: 0%

Refunds are issued to the original payment card after confirmation and can take 3-5 working days depending on your bank.

Is there a time limit for me to cancel my policy?

Yes, you can cancel the policy within 14 days for a full refund if you haven’t travelled or made a claim by clicking here.

If your policy dates have passed and you haven’t travelled, we may need confirmation of this and that no claims were made before issuing a refund.

For more details, please refer to your policy wording.

Do I get a full refund when cancelling my policy?

You can cancel your policy online – click here to login to your Customer Area.

If cancelled within the 14-day cooling-off period, our team will process the refund. Outside this period, refunds are given only for exceptional circumstances, and no refund will be given if you have travelled or claimed.

For Multi-trip policies cancelled under exceptional circumstances outside the cooling-off period, refunds are based on unused months:

  • 1 month: 75%
  • 2 months: 60%
  • 3 months: 50%
  • 4 months: 40%
  • 5 months: 30%
  • 6 months: 25%
  • 7 months: 20%
  • 8 months: 15%
  • 9 months: 10%
  • 10 months: 5%
  • 11-12 months: 0%

Refunds are issued to the original payment card after confirmation and can take 3-5 working days depending on your bank.

My holiday has been moved. Should I cancel my policy or can I move the dates?

You have two options: amend your policy online by logging into your Customer Area here. Alternatively, you can cancel it for a refund by clicking here.

If cancelled within the 14-day cooling-off period, our team will process the refund. Outside this period, refunds are given only for exceptional circumstances, and no refund will be given if you have travelled or claimed.

For Multi-trip policies cancelled under exceptional circumstances outside the cooling-off period, refunds are based on unused months:

  • 1 month: 75%
  • 2 months: 60%
  • 3 months: 50%
  • 4 months: 40%
  • 5 months: 30%
  • 6 months: 25%
  • 7 months: 20%
  • 8 months: 15%
  • 9 months: 10%
  • 10 months: 5%
  • 11-12 months: 0%

Refunds are issued to the original payment card after confirmation and can take 3-5 working days depending on your bank.

Claims
How long do I have to submit a claim?

There’s no time limit for submitting a claim, but we recommend doing it as soon as you can. Start your claim by clicking here.

Am I covered if a close relative at home falls ill and I need to cut short my trip?

It will depend on the circumstances, for insurance coverage to apply, a doctor needs to confirm in writing that when you bought the policy or booked the trip:

The uninsured person wasn’t seriously ill in the hospital or under palliative care.
There wasn’t any expectation that their health would worsen to the point where you’d have to cancel the trip.

If you need to make a claim, please contact our claims team directly who can help you further by clicking here.

Will the amounts on the policy apply to everyone in the group or each individual separately?

The coverage amounts listed in your schedule of benefits and policy wording apply to each insured person individually.

How do I contact the claims team and/or make a claim

You can contact the claims team by clicking here.

What is an Excess? Do I pay an Excess on each claim?

An excess is the amount you’re responsible for on each claim and is deducted per person, per claim. Our policies offer different excess levels, which only apply if you need to make a claim. Usually, the excess is deducted from any settlement.

Who processes your claims?

Please visit our Claims Information page for more information.

Who provides your emergency assistance?

Please visit the Emergency Medical Assistance tab on our Contact Us page here.

I've missed my flight - what do I do?

Please contact our claims team in the first instance so we are able to advise what you are covered for and the steps you need to follow.

Complaints
How do I contact you to make a complaint?

For up to date contact information, please check our Complaints Page.

What is a final response?

The formal written response to your complaint, outlining the investigation conducted by the team and their findings.

If I don’t agree with the answer from complaint team, what can I do?

If you feel we haven’t addressed all your concerns or need to provide more information, please let us know. Full complaints contact information can be found by clicking here.

If you’re still unsatisfied or we can’t resolve it within 8 weeks, you can seek an independent review from the Financial Ombudsman Service (FOS). FOS is a free and impartial agency for resolving disputes between regulated firms and clients.

You will need to contact them within 6 months of our response. You can reach FOS by email, phone, or mail. Visit their website for more information: www.financial-ombudsman.org.uk

What information do I need to provide to make a complaint?

Make sure you tell us your name and policy reference number, claims number or assistance reference. We’ll also need to know the reason for your complaint, and how best to contact you.

How long do I have to wait for a response?

We will acknowledge receipt of your complaint within 5 working days. Our complaints team will then investigate and respond to your complaint as soon as possible. You will receive a final response in writing from us within 8 weeks.

Contact
I got cut off - will you call me back?

We are sorry your call got disconnected. Unfortunately, we are not in a position to try and call you back but if you are having problems contacting us by phone please click here and a member of our team will be able to assist you.

I've been on hold for ages - can you call me back?

We do apologies for the length of hold time, we regularly experience high call volumes. If you are not able to get through to us by phone please click here and a member of our team will be able to assist you.

Is this live chat?

No, this is our FAQ page – please click here and a member of our team will be able to assist you.

Do you have a freephone number?

We don’t have a Freephone number, all numbers will be charged at your local rate and can be found here.

You can also click here and a member of our team will be able to assist you.

Cover
Am I covered for cancellation of my holiday if I am made redundant?

Yes, this will be covered up to your chosen cover limit provided you qualify for redundancy payment under current UK legislation. You can check our policy wordings by clicking here.

If you need to claim due to being made redundant, please click here.

Will I be covered for taxi fares if I have to go to hospital?

Your policy covers the cost of taxi fares to and from a medical facility for your treatment or to collect prescribed medication. The coverage limit varies based on your policy level, so please check your policy details by clicking here and logging in to your Customer Area.

Please Note: Taxi fares for visiting someone in the hospital are not covered.

What does the COVID-19 extension cover and what is covered as standard?

Please visit our dedicated Coronavirus Page for full information regarding this.

What happens if I contract Coronavirus abroad?

Please visit our dedicated Coronavirus Page for full information regarding this.

Am I covered for business travel?

Our products are primarily for leisure travellers, but they can also be used for business trips. However, the policy may not cover business equipment, so check for adequate coverage. To ensure you have enough cover before purchasing, click here to review our cover levels.

Please note that the policy doesn’t extend to cover manual work, which includes physical tasks like construction, installation, and caring for animals, but excludes certain roles like bar staff and non-professional musicians.

For more information please check your policy wording.

Are my valuables and gadgets covered?

The valuables and gadget cover available varies depending on the policy you have purchased. Please note that if you have home contents insurance your valuables may be covered aboard under this policy. For more information please visit the compare cover table or policy wording of your desired policy.

Are pushchairs, prams and wheel chairs covered?

Wheelchairs, pushchairs and prams are only covered whilst being carried as luggage on public transport. The amount you are covered for can be found within your policy wording under the Personal Possessions section.

Can I extend my ‘days per trip’ allowance before I travel?

You are able to request an extension on your policy, but you need to do it before the policy expires.

It will depend on the policy you have as to whether you can extend:

• Longstay and Backpacker policies: You might be able to extend your policy based on your age, as long as your total trip doesn’t go over 18 months.

• Multi Trip policies: These cover unlimited trips in a year, but each trip has a limit:

  • Standard: 31 days per trip
  • Premier: 31 days per trip
  • Premier Plus: 45 days per trip (can be extended to 60 days)
  • Premier Platinum: 45 days per trip (can be extended to 60 days)

If you need more days per trip than your current policy allows, you can upgrade to a higher policy or add the 60-day extension by clicking here and logging into your Customer Area.

Please note: We can’t increase cover for just a few extra days. If you need coverage for trips longer than 60 days, consider our Single Trip policies instead.

Can I extend my cover whilst I am away?

You are able to request an extension on your policy, but you need to do it before the policy expires and it will depend on the policy you have as to whether you can extend:

• Longstay and Backpacker policies: You might be able to extend your policy based on your age, as long as your total trip doesn’t go over 18 months.

• Multi Trip policies: These cover unlimited trips in a year, but each trip has a limit:

  • Standard: 31 days per trip
  • Premier: 31 days per trip
  • Premier Plus: 45 days per trip (can be extended to 60 days)
  • Premier Platinum: 45 days per trip (can be extended to 60 days)

If you need more days per trip than your current policy allows, you can upgrade to a higher policy or add the 60-day extension by clicking here and logging into your Customer Area.

Please note: We can’t increase cover for just a few extra days. If you need coverage for trips longer than 60 days, consider our Single Trip policies instead.

On Multi Trip policies do you cover trips longer than 45 days?

You can be covered for trips of up to 60 days in duration if you purchase the 60 day extension which is available under our Premier Plus and Premier Platinum Multi Trip policies.

Simply choose the extension on the options page of our quote process. If you have already purchased your policy, you can add this extension by clicking here and logging into your Customer Area.

If I am going on a golf holiday is that covered as standard on my policy?

Yes, this is one of the many activities we cover as standard. For more information about other activities covered as standard, please click here.

We also have a Golf Extension that you add to your policy for a nominal fee to cover for specific golf coverage. To add this to your policy, please click here.

Am I covered if my pet is ill?

No, this is not something that any of our policies will provide cover for.

Am I covered for dental treatment?

Most of our policies cover Emergency dental work for the relief of pain only. Please click here to check your policy wordings for what you are covered for on your chosen policy.

How long can I travel for on my policy?

This varies based on your policy type:

Single trip: Covered between specified dates, up to 94 days depending on your age.

Annual multi-trip: Covered for up to 31 days per trip, with possible extensions.

Longstay/backpacker: Allows travel for up to 18 months, depending on your age.

If you need to add an extension or upgrade your policy, click here to log into your Customer Are

Am I covered to work abroad?

Our policies cover various work abroad, including bar and restaurant jobs, but not manual labour, which includes physical tasks like construction and working with animals. If you want further clarification for anything specific, please click here and a member of our team will be able to assist you.

What does gadget cover include?

The gadget cover provides an increased single article limit to items that are considered as gadgets. You can find the definition for what we define as a gadget in our policy wordings by clicking here.

My holiday costs more than the cancellation amount, is that ok?

This is not something we would encourage as this means your policy is not meeting your needs. However, we can still offer cover but please be aware that in the event of a claim we will only pay out the amount stated in your policy. Please remember, all cover limits on your policy are per person.

I've lost my passport on holiday, what do I do?

Please click here to contact our claims team who can help advise you further.

Will travel insurance cover me if I travel against FCDO advice?

Generally speaking, the travel insurance industry as a whole doesn’t cover travel against FCDO advice to ensure safety and by travelling against this advice, you are putting yourself at known risk.. We suggest you check the FCDO website in relation to the country you are intending on travelling to.

If I purchase a Winter Sports Multi Trip policy am I covered for other holidays

Yes of course! We understand that although you may want to pop to the slopes you may also need a beach holiday too at some point within the year.

The Winter Sports policy just ensures you are covered correctly for yourself and your equipment during Winter Sports activities.

Am I covered to use a Motorcyle on holiday?

We cover over 150 activities as Standard. We can cover Motorcycling (maximum 125cc, and passed CBT training, wearing a helmet)*‡ under this standard cover.

For more information on other activities we cover as standard, please click here.

Please note: All of the activities are covered on a non-professional and non-competitive basis unless otherwise stated. All Activities marked with an asterisk (*) indicate those which do not have Personal Liability cover and those marked with a (‡) indicate those which do not have Personal Accident cover.

Cruise
Do I need a Cruise policy to be covered for river cruising?

No you don’t. A cruise is defined as a trip involving a sea voyage of more than 3 days in total duration, where transportation and accommodation is primarily on an ocean going passenger ship. So, if your trip does not fall within this definition then a cruise policy is not needed.

What is the age limit on Cruise policies?

Our Single Trip policies have no upper age limit so we can cover anyone on our Cruise extension (subject to medical screening and destination). We also offer a Multi Trip Cruise Extension for those up to 79 years old. You can add the extension during your quote, or you can upgrade at any time by clicking here.

Why do I need specialist cruise cover? What does it cover me for?

Cruise cover is providing you cover against things such as, missed port, cabin confinement, if you cannot go on your shore excursions and if your formal cruise attire is lost, stolen or damaged. Also, most cruise providers will only let you on board with specialist cruise cover due to the amount it costs to get you off the ship in a medical emergency for example. For more information, please see our Cruise page. You can add the extension during your quote, or you can upgrade at any time by clicking here.

Is cruising covered on a Multi Trip policy?

To be covered for cruising on a Multi Trip policy you must have purchased our Cruise extension. This will extend your policy and provide cover for 31 days cruising during the 12-month life of your policy. You can add the extension during your quote, or you can upgrade at any time by clicking here.

Can I be covered for cruising on my Single Trip?

Yes, simply add our cruise extension on the options page of the quote process. Alternatively, you can upgrade at any time by clicking here.

Is Ship to Shore repatriation cover included in the policy?

If you get sick on a cruise and need to go to a mainland hospital as advised by the ship’s medical team, your medical expenses will be covered by the policy’s medical expenses section as long as you have purchased the cruise extension.

Customer Area
Are my details stored securely in my Customer Area?

Yes. The only person with access is you. The data held is the same as we hold on our system in order to provide you with a quote and/or policy and is held to the same protection as any data collected.

How long will I have access to my customer area after I have travelled?

Your Customer Area will remain active forever unless you choose to have it closed.

How long will my customer area remain active?

Your Customer Area will remain active forever unless you choose to have it closed.

Can multiple people access my personal customer area?

Customer Area is designed for the lead person on the policy. We don’t suggest that you give any personal information to anyone, however, if you want or need someone to have access, you would need to provide them with your log in information.

I cant see all our policies in my account, why?

The customer area only shows details for the lead passenger. If you’re not the lead name, that’s why you can’t see anything on your account. If you are the lead passenger, and the email address on your policy is the same as the one you have used to register, please click here and a member of the team can help you.

I can't log in to Customer Area

Please ensure that you are using the same email address that was used when you purchased the policy. You would have also received a verification email when setting up your customer area. Please click the verification link. If you have not received this email, please check your junk and spam folders first as this is a common issue. You can request the email to be resent by clicking here.

I can’t see any policies or quotes in my Customer Area

All policies and quotes will be shown in the Customer Area as long as the email address on the policy or quote matches the one you have used to register for Customer Area. If you cannot see anything, please click here and a member of our team will be able to assist you.

What details can I amend within my Customer Area?

You can amend almost any personal and medical information in your customer area. If you are wanting to amend your email address or DOB please click here and a member of our team will help you to do this.

How do I change my email address for Customer Area?

You will need to contact us to amend the email address you have used to register your account. In order to do so, click here and a member of our team will be able to help you.

I can’t register for Customer Area

Please ensure that you are using the same email address that was used when you purchased the policy. If you are still having problems registering for an account, please click here and a member of the team will help you further.

Is there a maximum character allowance for the password?

There is no maximum character limit when creating your password, but we do have a minimum of 6 characters.

I entered the wrong email - how do I change it?

You will need to contact us to amend the email address you have used to register your account. In order to do so, click here and a member of our team will be able to help you.

How do I create an account?

You can register very easily on our website by clicking here.

How do I delete my account?

You will need to contact us to delete your account. In order to do so, click here and a member of our team will be able to help you.

I haven't received my registration email - can this be resent?

Please check your junk and spam folders first as this is a common issue. You can also request a resend of the registration email here.

How do I know which email address has been used to register for an account?

A good way to make sure that it is the correct email address is by checking your email and seeing if you have received any emails from us relating to your account on the customer area. If you haven’t received anything (please check spam and junk folders too!) then click here and a member of our team will be able to help you.

How do I change my details?

You can amend almost any personal and medical information in your customer area. If you are wanting to amend your email address, please click here and a member of our team will help you to do this.

I've forgotten my password - how can I change it?

Simply head to this page to get a new link.

I have registered, but I can't log in

If you are not able to log in, make sure your email is correct. The email on the policy must match the one you have used to register. If you still cannot log in, try and re-set your password. If all else fails, please click here and a member of the team will be able to help you.

Can I add an extension within Customer Area?

Yes, simply log in by clicking here.

I can only see old policy documents?

You will only be able to see them if the email address used on the policy is the same as the one you have registered for Customer Area with. If they are, try and refresh the page as it may take a couple of minutes to show up. If after an hour you are still unable to see your new policy, please click here and one of our team will be able to help you.

I'm trying to register and it says my details are wrong

This may be because you are already registered – in which case, click ‘Forgotten Password’ and follow the instructions. If you are still having problems, please click here and a member of the team will be able to help you.

I am getting an error when trying to register/log in/access documents

We are unable to see the error on your device, so please click here so that a member of the team can help you further. If you are able to take a screenshot of the error, we can then use this for continued improvements.

I have logged into the Customer Area but can't see how to proceed?

If you are looking to proceed with your quote, there is a ‘Proceed with Payment’ section in the Customer Area, if you cannot proceed with the payment on our website for any reason, you can click here here and one of the team will be happy to help.

Destinations
What countries are covered under the different destination brackets?

For information on the countries covered under our destination brackets, please visit this page.

I can't find my destination on your list - does this mean it's not covered?

If you are not able to find your destination on our list, you can refine it by searching the specific country you are travelling to. We do have almost all countries on our list, the only countries that are missing are ones that the FCDO do not allow people to travel to. For more information regarding the FCDO advice on specific countries, please click here.

What is covered under Europe?

On our website, under ‘Help Centre’ there is a list of all of the countries that we cover, and what area they are covered in, you can also search for specific destinations to make it easier for you. You can find the list by clicking here.

What is covered under Worldwide?

On our website, under ‘Help Centre’ there is a list of all of the countries that we cover, and what area they are covered in, you can also search for specific destinations to make it easier for you. You can find the list by clicking here.

Why have your destinations changed?

We are constantly changing and improving our products and our offerings to you as the customer. You can see which destination grouping the country you are travelling to comes under by clicking here.

Do you class the Channel Islands as UK?

The Channel Islands are covered under the Europe destination group. As a resident of these isles, you are considered a UK resident for policy purposes.

Do you class Isle of Man/Isle of Scilly as UK?

The Isle of Man and Isle of Scilly are covered under the Europe destination group. As a resident of these isles, you are considered a UK resident for policy purposes.

Do I need worldwide cover for overnight stop overs?

You don’t need additional geographical cover for stopovers under 24 hours. For example, if you have cover for Australia and stop over in the USA for less than 24 hours, only cover for Australia is needed.

Am I covered for trips within the UK on my Multi Trip policy?

Yes, any UK holidays where you have booked and paid for accommodation for two nights/three days or more.

Which countries can I actually travel to?

Please check the travel restrictions for England, Scotland, Northern Ireland, and Wales, as they can differ. Also ensure to always review the government and FCDO’s foreign advice checklist before traveling. We cannot cover trips against FCDO advice, so verify this before booking or departing. You can stay up to date with the latest advice and sign up for email travel alerts on each destination’s travel advice page.

Why is Turkey not classed as Europe on your policies?

Turkey spans both Asia and Europe, with 95% in Asia and 5% in Europe. However, since Turkey is part of Europe but not in the EU, insurance companies often exclude it from their European coverage.

For our policies, this is covered under Worldwide exc. USA, Caribbean & Canada. You can click here to see which category each country falls under.

Why is Cyprus not covered under Europe when it is in the EU?

We generally define our destination areas based on geographic and risk factors rather than political boundaries. While Cyprus is politically part of the EU, it is geographically closer to the Middle East. Therefore, some insurers may include it in a different region, like the Mediterranean or even Asia/Middle East.

For our policies, this is covered under Worldwide exc. USA, Caribbean & Canada. You can click here to see which category each country falls under.

Documentation
Where can I get my documents?

If you have already created an account on our Customer Area, you can log in and request the documents to be emailed to you. If you have not yet registered you can easily do so here.

Can you please resend my documents?

If you have received your documents be sure to check your spam and junk folder as they can go into there sometimes, if they have not turned up, you can log in to our customer area and get your documents re-sent.

Do you provide documents in braille or larger text?

Unfortunately, we do not have the facilities to offer braille documents but we are able to offer larger text documents.

What documents should I take with me on my trip?

In addition to essentials like your passport and boarding passes, you can easily access your insurance documents whenever you need them by logging into your Customer Area by clicking here.

This means you don’t need to print any documents unless you want to.

We would also suggest that you make a note of our 24/7 Emergency Medical Assistance contact number (0333 005 1065) and your Policy Reference number, just in case.

Emails
How do I unsubscribe?

At the bottom of any emails that we send you, there will be a link that you can click on which takes you to the relevant page to unsubscribe, and stop you from receiving future communications.

Extensions
Can I pay an excess waiver?

For a small additional premium, you can waive your standard policy excess by adding our ‘Excess Waiver’ extension during the quote process or simply select the policy with a £0 excess.

Please note: This will not apply to any medical excess applied to your policy. If you want to upgrade to a Zero Excess policy or to add the excess waiver extension you can do so in your Customer Area, click here to log in.

General
How do I leave feedback?

We always welcome feedback!

You can leave us a review on Trustpilot by clicking here.

What is the FCDO?

The FCDO or the Foreign Commonwealth and Development Office provide travel information based on government advice. It includes information about travel to war zones or known areas of conflict and what you should/shouldn’t do to travel there. Please click here to find out more.

Who underwrites the Holidaysafe policies?

Collinson Insurance underwrite our policies, please visit our Insurers page for more information.

Why do you not offer a Staycation/UK only product anymore?

Although we no longer offer a specific Staycation policy, all of our policies offer cover for trips within the UK, providing you are travelling for a minimum of two nights. If you are wanting to cover a UK trip, please select UK when choosing the destination for your policy.

Do you have an app?

We do not currently have a downloadable app. However, you can log onto our website where we have a very user friendly Customer Area where you can see a range of things from your previous policies to your quotes and amend any personal information.

Where can I find policy wordings?

You can find all of our Policy Wordings here.

How do I use refer a friend?

For instructions and the terms and conditions when using our ‘Refer-a-friend’ scheme, please click here.

Where are your call centres based?

Our call centres are based in Kings Hill, Kent as well as in Mumbai, India.

How do I let you know if someone on the policy dies?

We are sorry to hear of your loss. If someone on the policy has passed away, click here and a member of our team will help you further.

I have purchased a policy and have since been sent a discount code - can I have this added?

Unfortunately not, once you have purchased the policy will not be able to apply any discount codes. If you are a Multi Trip customer and have renewed, then a renewal discount will have already been applied to your policy automatically.

If you are a Single Trip or Longstay/Backpacker customer, we regularly send out discount codes via email, so as long as you are on our newsletter list you will get these. Click here to make sure you get these emails for future policies!

How is the price I pay calculated?

The price you pay for your policy is based on factors like traveller age, destination, policy type, trip duration, and any medical conditions or policy extensions.

What if I want to come home early?

This policy covers you to come home early due to illness or injury only if local medical treatment isn’t available. Please contact our 24-hour emergency medical assistance team for advice before cutting your trip short on 0333 005 1065

For other reasons, like a relative’s illness in the UK, make your own arrangements and act as if uninsured. If you want any further clarification, please contact our claims team.

Can adults travel independently on a Multi Trip policy?

Yes, each adult (over 18) is insured to travel separately.

I have a Multi Trip policy; do I need to inform you before I go on a trip?

No, there is no need to inform us before each trip. Our Multi Trip policies cover unlimited trips for 12 months, with each trip up to a maximum of 31 days. Just ensure you’re within your policy’s geographical area and trip limit, and not travelling against FCDO advice. We do cover up to 45 days or even 60 days on certain policies, so please check your policy prior to travelling. Click here to check your policy and to upgrade if needed.

Why can't I purchase a Multi Trip policy more than a month away?

We can’t offer an Annual Multi Trip policy for more than a month in advance. If you only have one trip planned, you should consider a Single Trip policy for your holiday.

I haven’t booked a return flight yet, can you still insure me?

Yes we can insure you, however, in the event of a claim you would have to provide written evidence that you intended to return to the UK such as:

  • College or university placement confirmation
  • Employment contract with start date
  • Rental agreement
  • Consultant appointments in the UK
  • Vehicle logbook with proof of current tax
  • Court summons or appearances
  • Mortgage agreement Home or contents insurance in your name
  • Future travel plans (flight bookings) to and from the UK

Please note: This policy does not cover emigration.

On my Longstay/Backpacker policy can I return home for a visit during my time away without breaking my cover?

Your travel policy allows for 2 return trips to your home country during the policy period, with the following conditions:

  • Each trip is limited to a maximum of 21 days.
  • Exceeding 21 days will terminate your policy immediately; you’ll need a new one for further travel.
  • Cover is suspended upon customs clearance in your home country and resumes after baggage check-in for your international departure.
  • Please Note: No claims are possible for travel or accommodation expenses under this cover.
  • Cover ends if you’ve made or intend to claim under the ‘Cutting Short Your Trip’ section of the policy.
What is the difference between Longstay and Multi-Trip insurance?

Our Longstay and Backpacker policies cover trips from 1 to 18 months. Whereas our Multi-Trip policies are ideal for multiple trips within a year, with each trip limited to 31, 45, or 60 days, depending on the policy or extension.

When does cover start on an Multi Trip policy?

Cover will start from the date you choose your policy to start and runs for a year. We are unable to quote for more than a month in advance for Multi Trip policies.

Who is albert & eddie?

albert & eddie is a smart comparison tool, and we are proud to now be able to offer this unique algorithm to Holidaysafe customers. For more information, please click here.

What is Delay Ok?

DelayOk offers you the ability to insure your flight against delay. We currently offer this as an extension on all of our Single Trip policies and you can add this to your policy by clicking here and logging into your Customer Area. Please Note: To be able to add this you will need your flight details to hand

Jargon
What is IPT?

IPT stands for Insurance Premium Tax. This is a tax on general insurance premiums and is included within our policy premiums.

What is an IPID?

An IPID, or Insurance Product Information Document, is a brief summary of your insurance policy with the key details about your insurance, such as:

  • What’s covered: The main things your insurance will pay for.
  • What’s not covered: The things your insurance won’t pay for.
  • How to make a claim: Steps to follow if you need to use your insurance.

It’s designed to help you quickly understand and compare insurance policies.

What does non-advised sale mean?

This means that we can give you as much information about the cover but we cannot tell you which policy to choose, this will need to be decided by yourself.

How is a child defined?

We define a child as a dependent person who is under 18, living at home and in full time education. If your children are over 18.

How is a family defined?

A family, according to our definition, consists of the policyholder, their spouse or partner (living together for at least six months), and dependent children aged 0-17 living at home when the policy is purchased. Dependents 18 or older will require their own policy.

How is a Single Parent Family defined?

We define a single parent family as one adult and their dependent children, where the children are under 18, living at home and in full-time education.

What is cancellation cover, and is it included on your policies?

Our travel insurance cancellation coverage helps if you can’t go on your trip due to a covered unexpected illness or event. It reimburses prepaid transport, accommodation, and other unrecoverable expenses. This is included in all our policies, with varying levels of coverage. You can check the different levels of cover by clicking here.

Please note: For Multi Trip policies, the amount covered is per holiday. If you end up booking a holiday that is above your current cover limit, please click here to upgrade your policy to ensure full cover.

What is meant by ‘taking reasonable care’?

Even with travel insurance, it’s smart to protect yourself and your belongings like you’re uninsured. For instance, keep your valuables secure and follow safety guidelines. This not only reduces risks but also ensures smoother claims if the unexpected happens.

What is personal liability cover in travel insurance?

Personal Liability covers situations where you’re legally responsible for causing injury, illness, or damage to others or their property.
A good example is, if you accidentally damage a hotel room during your trip and are found liable for the costs, Personal Liability insurance could help cover it.
Please Note that some activities may not be covered, so check your policy for details.

What is repatriation cover, and is it included on your policies?

Repatriation means bringing you back to your home country due to injury or illness during your trip. If you need repatriation, it’s covered under the Medical Emergency Expenses section of our policies. However, if you don’t have a pre-booked return trip and we arrange your repatriation, the cost of economy flights will be deducted from your claim.

What is personal accident?

Personal Accident coverage provides benefits for serious injuries or death resulting from accidental bodily injury. It’s separate from the emergency medical coverage in our policy. An example would be: While on holiday, if you’re involved in a serious accident such as a fall or injury during an excursion, Personal Accident coverage can provide financial assistance for medical expenses or other needs during your recovery. Please remember to review your policy wording for activities not covered under Personal Accident. This information can also be found by clicking here.

When you mention 'an immediate relative' in the policy wording, who does this include?

This includes your immediate and extended relatives: i.e. your parents, siblings, spouse, children (including adopted or fostered), grandparents, grandchildren, in-laws, stepfamily, and legal guardian.

What is a Single Article Limit?

The Single Article Limit sets the maximum amount you can claim for one item. For example, if your policy has a limit of £250 per item and a total coverage of £1000, you could claim up to £250 for each lost item, but no more than £1000 in total.

What is a cooling off period?

A cooling-off period is a set period of time after purchasing an insurance policy or other financial product during which you, the buyer, can cancel your policy and receive a full refund. It gives you the opportunity to review the terms of the policy and ensure it meets your needs. Our cooling off period is 14 days. If you change your mind during this time, please click here to log into your Customer Area and cancel your policy.

What is a connecting flight? Am I covered for it?

A connecting flight is the next flight you take in your journey after a stop or layover. For instance, if you’re flying from London to New York with a stop in Paris, the flight from Paris to New York is your connecting flight. Please check your policy wording for confirmation as to whether the policy you have selected covers you for this.

What is a post purchase?

Post purchase is a change in health or medication to anyone insured on the policy, if someone is diagnosed with a new medical condition you will need to advise us of this and we can update your travel insurance policy. Please click here and a member of our team will be able to help you further.

Medical
Can I just have cover for my medical?

Unfortunately, this is not something that we offer. The full policy has to be purchased, covering all areas from cancellation to possessions to medical in order to be covered.

I am travelling to Australia, how do I enrol in Medicare and why do I need to?

Medicare is really important as it will provide you with free or discounted healthcare and medicines if you were faced with a medical emergency. To enrol in Medicare you can download a form from the Australian Human Services website.

What does the Medicare card do?

The Medicare card will provide you with free or discounted healthcare and medicines if you were faced with a medical emergency whilst in Australia. To access the medicare system you must be enrolled with them, you can download a form from the Australian Human Services website.

How do I add/declare my medical conditions?

During the online quote process, we will ask you questions to determine if anyone on the policy has a medical condition or medical history that needs to be declared. If you’ve already purchased a policy but need to add or declare a medical condition, you can do this in the customer area by clicking here.

Why do I need to tell you about my medical conditions?

To ensure proper coverage, it’s important to disclose your medical conditions. While this may affect your premium, it’s necessary for a valid policy. Failure to disclose could void your policy during a claim, which we want to avoid! At Holidaysafe, we understand everyone has a medical history and use Protectif, a specialist screening tool, to fairly assess risks and offer accurate pricing for all policies.

What if I forget to declare a condition during the medical screening process or my medical information changes at any time?

If you forget to declare a medical condition or there’s a change in your health, don’t worry. We’ll send you a summary of your information for review and if anything’s missing or changed, click here. You can also ask your doctor to review your medical screening summary. Without this information, in the event of a claim, it might not be covered. We’d rather you let us know to ensure full coverage than risk a claim being declined due to undisclosed information.

How do I know what medical conditions to declare?

Please let us know if you or anyone on this policy has been diagnosed with or treated for:

  • Heart or circulatory conditions
  • Strokes or high blood pressure
  • Breathing or respiratory conditions (including asthma)
  • Cancer (even if in remission)
  • Diabetes (including diet-controlled)
  • Irritable bowel disease (e.g., Crohn’s, diverticulitis)

We also need to know if you or anyone on this policy:

  • Are currently taking prescribed medication (excluding common colds, flu, or contraception)
  • Are awaiting tests, treatment, or a non-routine hospital appointment Have seen a medical professional in the last 2 years, including hospital or clinic visits
If a pre existing condition has been excluded and a claim arose related to this would I be covered?

No. If a declared condition has been excluded from cover, this means the insurer will not provide cover for any claims relating directly or indirectly to that condition.

Can I have cover for Psychological conditions?

Yes, we can provide cover for psychological conditions such as stress, anxiety, depression and eating disorders, but only if these have been declared to us and we have accepted cover for these conditions in writing.

Do I have to pay my medical bills myself whilst abroad?

This depends on where you are travelling to and the sort of medical treatment that you require.

Our policy wording sets out what to do depending on which country you have travelled to and can be found under the ‘Medical Sections of Cover’

Please click here to log into your Customer Area to check this information.

If you need to make a claim, please click here.

The hospital I had treatment at are chasing me for payment - what should I do?

Please pass all correspondence received to the claims team who will handle it on your behalf. Please do not respond to the collecting agent, just forward on to the claims team.

I have received more invoices from the hospital abroad, can I send them to you?

No, please send anything like this straight to the claims team by clicking here. If you have an existing emergency medical expenses claim, please forward the original invoice to our claims team quoting your claims reference number and they will arrange payment of the invoice. If you have not submitted a claim, please start one by clicking here making sure you include the original invoice along with any supporting documentation requested for your claim.

Does my medical excess apply to my entire policy or just medical claims?

Your medical excess will only apply to claims which are related to the existing medical conditions that you declared, and for which an additional excess has been applied. For example, if you had to cancel your trip due to your condition then your medical excess would apply as well as the standard policy excess, however if you needed to cancel due to a completely unrelated event, then the standard policy excess would apply.

How can I get medical assistance whilst I am away?

Please contact our 24 hour emergency assistance team by calling them on 0333 005 1065. You will need to have your policy details and policy number to hand to verify your cover. Their role is to guide and advise you, and to liaise with the treating doctors where appropriate. If you have to make any payments relating to sickness overseas please remember to hold onto all the receipts as you’ll need these when making a claim.

What happens if I miss my return flight due to illness or injury?

Don’t worry, provided you have contacted our medical assistance service your policy will be automatically extended to cover you until it is agreed that you are fit to travel home. Our medical assistance service will liaise with you and, where necessary, with your treating doctor to decide when you are fit to travel.

What is the EHIC/GHIC and why do I need one?

The EHIC card, replaced by the GHIC card, provides state hospital medical treatment in the EU, offering the same benefits as local residents. In some countries, like France, you may need to contribute to treatment costs. You can get a free GHIC card on the NHS website using your name, address, and National Insurance number. If accepted at a state hospital, your policy excess may be waived if costs are reduced. Please remember, EHIC/GHIC cards only cover medical treatment abroad, not repatriation (bringing you home) or other travel issues like cancellations or lost possessions. Travel insurance covers these additional needs.

How do I use my EHIC/GHIC?

The EHIC/GHIC card allows you to have treatment in state run hospitals as well as GP treatment for countries in the EU, this can include treatment for pre-exsiting medical conditions as well as materity care.

Please do double check on the government’s website as to where this will cover you.

If you need medical treatment in the EU, present your EHIC/GHIC at the earliest opportunity and the medical facility will then advise you of any charges left to pay if any. Should you require in-patient treatment you will need to contact the 24 hour medical assistance team

Do I need to declare learning disabilities?

You do not need to declare learning disabilities as a medical condition, but you may need to declare any medical conditions that may come as a result of that. If you are in any doubt, please click here and a member of our team will be able to assist you.

Do I need to declare deafness?

No, deafness is not a medical condition and will not need to be mentioned.

Do I need to declare cancer if over 5 years ago?

If you have ever had cancer, and have had the all clear, even if over 5 years ago, it will still need to be declared on your travel insurance policy. If you are in any doubt, please click here and a member of our team will be able to assist you.

Do I need to declare heart conditions (including heart attacks) if over 5 years ago?

Yes, any heart condition that you have ever had, even if over 5 years ago, will still need to be declared on your travel insurance policy. If you are in any doubt, please click here and a member of our team will be able to assist you.

How do I let you know about any health changes?

If anything changes, please click here to log into your Customer Area and complete a Change in Health.

Am I covered for cosmetic surgery?

No. Our policies provide cover for emergency medical expenses during your trip, and as cosmetic surgery is elective (instead of an emergency) it is not covered under any of our policies.

I can't find my medication in your list/my medication is not being accepted

Many medicines have at least 2 different names:

  • the brand name – created by the pharmaceutical company that made the medicine
  • the generic name – the name of the active ingredient in the medicine

Please try both and if you are still unable to find it, please click here and a member of the team will help you further.

I can't find my condition in your list

If you cannot find your medical condition on our list, try typing just the first few letters of the conditions. If this still doesn’t bring up your condition, at the bottom it will say ‘Unable to find your condition?’ Click here and follow the instructions to add it in! Alternatively, you can click here and a member of our team will be able to assist you.

I need to see a doctor - what do I do?

If you need to see a doctor whilst on holiday, do not hesitate to do so, there may be a charge for this, however if you are in Europe and have a EHIC/GHIC card this means that you should not have to pay an additional cost.

You can contact our assistance team on +44 (0) 333 005 1065, the team is available 24 hours a day, every day of the year.

I am on a clinical trial - can I get cover?

You will need to declare the medical condition or reason for you being on clinical trial, our medical questionnaire will advise you if we are able to provide you cover

Do I need a medical report?

Medical reports are only required if you are admitted to hospital for treatment and our emergency assistance team require medical reports from the hospital. They will always advise if they were to need one and the reasoning why.

Who do you use for medical screening?

At Holidaysafe we understand that everyone is different, and shouldn’t be labelled or pigeonholed just because they have a certain condition. That is why we use the specialist Protectif Medical Risk Rating on our policies.

Protectif has been created to capture more detail about a customer’s individual circumstances and condition, allowing it to more accurately assess the risks and offer a fairer price.

The system works by asking you to list your prescribed medication and then the conditions they are linked to, which ensures nothing is accidentally forgotten, and also helps treating doctors if you are taken ill or injured abroad.

How do I go back one question?

At the moment our current system does not support the ability to be able to go back during the medical screening. We completely understand this is incredibly frustrating, however we are currently in the process of developing a newer version of our medical risk rating tool, where this function will be available which will be coming to you later in 2024! Until then, click here and a member of the team will be able to help you.

Is this private medical care?

No, Travel Insurance is not Private medical insurance; we cover emergency medical treatment which cannot wait until you return home from your trip, with the aim of ensuring you are well enough to return to the UK, which may include cutting your trip short, or to continue your trip as planned.

Am I covered for treatment in a private hospital?

Our policy covers urgent treatment during your trip. Sometimes, the best care is in public hospitals worldwide. They may not be fancy, but they’re safer than some private hospitals, where unethical practices can occur. If there’s no public hospital easily accessible, we may consider treatment at a private facility, but our 24 hour medical team must approve it first.

Why do you need every medication I take listed?

It is important that you disclose all medication that you are prescribed as your travel insurance needs to match your medical history. This is to avoid any claims being denied relating to a medical emergency, or medication related.

I don't know my height and weight, can I skip this?

Unfortunately not, we require this to calculate your BMI, this is needed to accurately screen your medical conditions and provide you with the best possible medical cover.

What's a 121 and why do I need it?

A 121 screening occurs when the medical screening that we have gone through for you requires more in-depth questions to be asked. This is sent over to our in-house medical team who will then go through the screening with you on a 121 basis to confirm if we can offer cover.

Do you provide a guarantee of payment?

Yes, our Medical Assistance team will work with the hospital/clinic and, where cover is agreed, issue any guarantee of payment necessary. Please contact them directly on 0333 005 1065.

Do I need a Fit to Fly certificate?

Fit to fly certificates are only required if you are travelling whilst pregnant or you have a medical condition that may worsen whilst flying. You will need to contact your airline to see if this is something you will need. We do not require this from you. Please remember if you are travelling with a medical condition you will need to declare it to us.

Do i need to go through medical screening again if i want to buy another policy?

Unfortunately, at the moment we are unable to transfer the medical screening results from one policy to another so a new screening will have to be completed when purchasing a new policy.

I need to get a sexual health check up and wondered if that would be covered with my insurance

This travel policy only covers emergency medical expenses for illnesses or injuries that happen during your trip. It doesn’t cover general check-ups or routine medical care.

I am awaiting surgery which will be before i am due to fly, will this effect my cover?

If you have a change in medical circumstance before you travel you will need to let us know, so we are able to update your medical screening. As per the policy wording, this could lead to either an increased premium/excess and exclusion on the condition or in some circumstances withdraw cover. Please click here to update this information in your Customer Area.

Do I need to declare menopause or HRT?

No, we do not expect this to be declared to us.

I had a policy with you before, do I need to go through the medical again?

Sorry, but we can’t move the medical screening from one policy to another. We understand it’s a bit of a hassle, but we’ll need to do the screening again. This ensures we have the latest information and don’t overlook anything.

I have answered a question incorrectly, how can I change it?

It depends on what needs to be changed. If you log into your Customer Area (by clicking here), you can change a lot of the information online.

Some changes such as to an email address, DOB or medical will need to be done through our team. Click here and a member of the team will be able to assist you.

Do you cover people who have not had the COVID vaccination?

You don’t have to get a COVID vaccination for the policies. But if you don’t have the required vaccinations for the country you’re visiting, the policy won’t cover cancellation or medical expenses. Click here to visit the NHS site for up to date information regarding vaccines.

I have an undiagnosed issue and am waiting for a MRI scan, can you provide a quote?

This will depend on the condition that you are needing to declare. In some instances we are able to offer a policy however the condition may be excluded from cover and anything directly or indirectly related to it. In other instances, we may not be able to provide cover. Click here and one of our team can help you further.

My medical condition has not been recognised, how can I add this?

Our system at present holds over 4000 medical conditions and 1500 medications. Which means there is at times conditions and medications that may not be available. If you cannot find the medication, we are happy for you just to screen the condition that you take that medication for. Alternatively, if you can’t find your condition, please click here and a member of the team will get the information we need for our dedicated medical team to help with finding a solution for this trip whilst we work away in the back ground to get it added for your next insurance policy!

In the medical screening some questions refer to ‘procedures’. What is your definition of a procedure?

We define ‘procedures’ as providing treatment for a condition, rather than for investigative purposes. i.e. we would not need to know that you have had a colonoscopy but we would need to know the outcome if anything is diagnosed following this.

I am waiting for test results as part of my routine monitoring, can you cover me?

We understand as part of someone’s ongoing conditions that these do require regular monitoring be it by blood tests or even scans. If this is part of your routine monitoring of a condition then this is something we can cover. If you are ever in doubt, just click here and a member of the team can help you.

Can you please clarify what "cancer drug therapy" includes?

Any medication (oral/IV/Injections) that you are receiving to maintain or manage your cancer

What is a medical premium?

A medical premium is an extra premium added to your regular insurance cost. It’s there to cover the additional risk presented by any health conditions you tell the insurance company about.

Why do I have a medical excess and a normal excess on my policy? what does medical excess mean?

To keep your premiums lower, we apply a medical excess to claims related to disclosed medical conditions, in addition to the standard excess.

Please note that the excess waiver does not cover the medical excess.

I’ve completed my medical declaration online, and it’s asking me to phone in why?

There could be a number of reasons as to why we asking for you to phone in. Please don’t be alarmed. Give us a call on 0333 005 1062, quoting your reference number and a member of dedicated team will happily go through the details you have inputted online to find the source of the problem.

How long is my medical declaration valid for at quotation stage?

All medical declarations are valid for 30 days. After this period, the medical declaration will need to be recompleted.

Why do we have to disclose medications, and not just conditions?

We know we are different, and recognise the other medical risk rating tools do not ask for medications. However, in our 25 year experience in travel insurance and medical declarations. We have found declarations that are done with our in house medical risk rating tool Protectif give better and more accurate screenings as it is prompting you for everything that we need to make a valid assessment.

Why am I unable to edit my medical declaration, I’ve simply answered a question wrong?

At the moment our current system does not support the ability to be able to edit an incorrect answer that has been inputted. We completely understand this is incredibly frustrating, however we are currently in the process of developing a newer version of our medical risk rating tool, where this function will be available which will be coming to you later in 2024! Until then, click here and a member of the team will be able to help you.

Can Holidaysafe provide cover for my conditions?

During the online quote process, we will ask you questions to determine if anyone on the policy has a medical condition or medical history that needs to be declared. If you’ve already purchased a policy, please click here and a member of the team will help you.

I wasn't able to ring emergency medical assistance, what do I do?

As soon as you are able, give them a call so they can help you. They can liaise with the hospital for any follow up communications as well as making sure that you have received the care and medical intervention required. Please call them on 0333 005 1065.

Money Helper
What is Money Helper Directory?

Money Helper is run by the Money and Pensions Service (MaPS). MaPS is a free and impartial money advice service, set up by the Government to provide information and guides to help improve your finances. The Money Helper travel insurance directory has been created for people who have potentially been refused cover, had cover excluded, or received a high additional premium in connection to their medical conditions, to allow them to shop around alternative providers.

How can I access the Money Helper Directory?

By Phone – call 0800 138 7777, they are open Monday – Friday 8am to 6pm

Online – you can visit the online travel insurance Money Helper directory for a full list of participating travel insurance brands by clicking here.

By Email – simply contact traveldirectory@maps.org.uk

Who is the travel insurance directory for?

Please watch the short video from The Money Helper travel insurance directory website.

Payment
Has my payment gone through?

If you purchased a policy on our website and you are unsure if the payment has gone through, the website will tell you if it was successful or if it was declined, if payment was successful you will be emailed with your policy documentation. You can also click here to log into your Customer Area for confirmation.

Renewal
How do I renew?

We will send you an email ahead of your renewal. Simply click the link within the email to complete the process. You can also click here to log into your Customer Area and complete it here.

Can I renew early? If so, how early?

Yes, you can renew your policy up to 31 days in advance of the expiry date of your current policy.

Can I remove someone from the policy before I renew?

Yes, any changes required for the policy can be made by clicking here and logging into your Customer Area. This includes people named on the policy, contact details, destination, cover levels and any extensions you may want to add or remove. The only sections of the policy you are unable to change are your medical information and email address, so click here and a member of the team can help you further.

I can't access my renewal quote?

If you cannot access your renewal quote, click here to log into your Customer Area and retrieve your quote there.

I am a few days late, can I still renew?

Yes. Your renewal quote lasts for 30 days. If you are outside of this, you will still be able to get a new policy, but please be aware the price may change and if you have completed a medical declaration you may have to repeat this. However, if you have travelled before renewing your policy and the old one has expired we would be unable to let you renew it. If you are travelling when your policy is due for renewal and you let your policy lapse, you will not be covered for any claim once your policy has lapsed. Simply click here to log into your Customer Area and renew you policy.

I want to change my destination, how do I do this before I renew?

Any changes to your quote can be made by clicking here and logging into your Customer Area.

I have had changes to my health since my last policy, how do I add this before I renew?

Please click here and a member of our team will be able to assist you.

I didn't renew when you sent me my notification because I wasn't travelling and now I am - is it too late?

No. Your renewal quote lasts for 30 days. If you are outside of this, you will still be able to get a new policy, but please be aware the price may change and if you have completed a medical declaration you may have to repeat this. You must have renewed your policy before travelling otherwise you will not be covered. Simply click here to log into your Customer Area and renew you policy.

Can I upgrade the policy I have when renewing?

Yes, any changes required for the policy can be made by clicking here and logging into your Customer Area. This includes people named on the policy, contact details, destination, cover levels and any extensions you may want to add or remove. The only sections of the policy you are unable to change are your medical information and email address, so click here and a member of the team can help you further.

My health hasn't changed, can I renew as is without going through the process again?

Your renewal email will advise if you need to re-screen or not. If you are unsure, please click here and a member of the team will be able to help.

Why is my renewal more expensive this year when everything is the same?

When increasing the premiums of our products, research is carried out to ensure that we are still competitive within the market of travel insurance, comparing the product with others on the market that have very similar/same level of cover. This is a company wide increase and all Holidaysafe policies have been affected. Also, please remember that we take into account varying risk factors to provide your price. This includes age, destination, duration, medical and any extensions on the policy. If you have any further queries about this, please do not hesitate to contact us by clicking here.

Can I renew my policy online?

Yes, simply click here to log into your Customer Area and complete the process.

If I am waiting for tests or investigations, can I renew my policy?

Yes, however, we may exclude the investigations from cover. Once the results have been received, please get back in touch with the team to update the policy accordingly. Please be aware, this may result in a change of the policy terms – if this is the case, this will be explained to you. If you want to confirm anything, click here and a member of the team will be able to help you.

Does my policy auto renew?

No. No monies will ever be taken without your consent. We do not retain any payment details for our customers.

Can I stop the auto renew of my policy?

The policy does not automatically renew. If you receive the renewal email and decide you do not wish to proceed, you can simply disregard this email. Your policy will not automatically renew and no monies will be taken without your consent.

I have not received my renewal

A renewal reminder will be emailed to you 31 days before your policy is due to expire. If you have not received it after this time, click here and you will find the information within your Customer Area.

Can I add COVID-19 cover to my renewal?

Yes, any changes required for the policy can be made by clicking here and logging into your Customer Area. This includes people named on the policy, contact details, destination, cover levels and any extensions you may want to add or remove. The only sections of the policy you are unable to change are your medical information and email address, so click here and a member of the team can help you further.

The price in my email compared to online is different - why is this?

This may be to due to changes having been made to the policy. We offer a returning customer discount on our renewal policies too which may not appear on the website. The customer service team will be happy to discuss this with you, they can be contacted by clicking here.

I have renewed but not received my documents?

All of your documents can be found within your Customer Area provided the email address you have registered with is the same as the one on the policy. Click here to login.

Who can I talk to about renewing my policy?

Our friendly customer service team will be happy to assist and answer your queries, click here and a member of our team will be able to assist you.

Can I add/remove extensions to my renewal?

Yes, any changes required for the policy can be made by clicking here and logging into your Customer Area. This includes people named on the policy, contact details, destination, cover levels and any extensions you may want to add or remove. The only sections of the policy you are unable to change are your medical information and email address, so click here and a member of the team can help you further.

Can I change my details at renewal? (Email, Name, Address etc)

Yes, any changes required for the policy can be made by clicking here and logging into your Customer Area. This includes people named on the policy, contact details, destination, cover levels and any extensions you may want to add or remove. The only sections of the policy you are unable to change are your medical information and email address, so click here and a member of the team can help you further.

How do I pay for my renewal?

Simply click here and log into your Customer Area.

Can I arrange a call back for my renewal?

We do not commonly call customers when their renewal is due, instead we send you an email with full information on how to proceed. You can access this information by clicking here and logging into your Customer Area.

Can you please re-send my renewal email

You can access this information by clicking here and logging into your Customer Area.

Can I use a discount code or promotion against my renewal price?

Unfortunately, we can not add more than one discount code and all returning customers will automatically have their returning discount added.

Why have I received a renewal email when I have already renewed?

This is an automated email. If you have already renewed, this can be disregarded. No monies will be taken.

Does the 14 day cooling off period still apply to renewals?

Yes, once you have purchased the policy you have a 14 day cooling off period which allows you to get a full refund if you cancel within 14 days of purchase, if does not apply to quotes as no money has been taken at that point.

Website
I keep getting an error on the site

We are unable to see the error on your device, so please click here so that a member of the team can help you further. If you are able to take a screenshot of the error, we can then use this for continued improvements.

What are cookies?

Cookies are text files with small pieces of data, for example a username and password, they are used to identify your computer as you use a computer network. Specific cookies known as HTTP cookies are used to identify specific users and improve your web browsing experience.

◘ Please note, Holidaysafe’s online prices automatically include a 15% discount against our Customer Service Centre prices. This is discounted from our core policy price before you add any additional cost of optional extensions or additional medical premium.