Coronavirus Update: More Of Our Policies Now Include Additional Cover for Coronavirus

FAQs

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 contact us and we will be able to help you.



Backpacker and Longstay
Am I Covered to work or volunteer whilst abroad?

Cover for working abroad, for example, bar and restaurant work, non-professional musicians/signers and fruit pickers (who do not use machinery) is included automatically.
However, we do not provide cover for manual work, which is defined as work that is physical, including construction, installation, assembly and building work. Including working with domestic or wild animals, humanitarian, carer, or work in any medical capacity.

Can I extend my cover whilst I am away?

The will depend on the type of policy you have, if you have a longstay and backpacker policy you are able to extend your policy up to 18 months in total.
For more information, please contact our Customer Service team.

Can I purchase cover if I haven’t booked my return flight yet?

It is only necessary to provide proof of intent to return home is certain circumstances, but having a return journey back to the UK that has been booked/paid for is usually adequate proof.

If you do not have a return journey booked yet, we will need one of the following:

o Confirmation of a college or university placement
o Contract of the employment commencement date
o Rental agreement
o Consultant appointments in the UK
o Copy of logbook confirming ownership of the vehicle, with proof of current tax.
o Court summons or appearances
o Mortgage agreement
o Current home or contents insurance (in your name).
o Future travel plans (flight bookings) leaving and returning to the UK.

Please note that this policy is not intended to offer cover if you are emigrating.

What is 'proof of intent to return home' and why do I need it?

At Holidaysafe we understand that backpacker and longstay travellers very rarely have their flight home booked at the start of their trip. However our policies cannot cover emigration, and so in the event of a claim our team would need to see some type of written evidence that you intend to return to the UK.

The types of evidence our claims team will accept are listed in the above question.

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, or you can visit a Medicare office as soon as you arrive.

For more information please visit our Australia page.

What is the maximum age limit on Backpacker and Longstay policies?

We can cover those up to the age of 75 on our Backpacker and Longstay policies, depending on your age, destination of choice and the outcome of your medical declaration.

Buying a Policy
Can I add my medical conditions?

Yes of course!

If you are going through the quote process the journey will automatically prompt you to do this.

If you have already purchased, please contact our Customer Service team who can help you further with this.

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

Please use the address of the lead person on the policy.

Why is my policy more expensive because of my age?

The policy premium is more expensive as you get older, because the chances of you making a claim is a higher risk.

Do we get a discount for couples/families/groups?

If you purchase your travel insurance on our website you will automatically get a 15% discount applied to the quote.

Depending on what policy you purchase, kids can go free and families and couples also have a discounted quote

How do I enter my discount code?

When you apply for a quotation on our website, there is a section on the quote journey for you to entre in your discount code.

Once you have done this, the price will then be amended to reflect the discount.

What are the age limits on your policies?

If you are looking for a single trip, the age limits are as follows:

  • Up to 65 – 94 Days
  • 66-79 up to 45 Days
  • 80+ 31 Days

If you are looking for an annual multi trip policy, the maximum trip duration for anyone up to the age of 79 is 31 days unless you purchase an extension

How do I declare my medical conditions?

If you are getting a quote on our website, there will be a section of the quote process where you can enter the medical conditions for yourself and anyone named on the policy. If you would rather speak to someone, please contact us.

What do I need to declare?

We ask that you declare anything you are taking medication for, seeing a GP/consultant for, or anything that come under our ‘Have you ever’ questions, such as Cancer, Heart conditions, Diabetes etc. For more information, please feel free to contact us.

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

Single trip policies are only to cover you for the one trip that you have planned, a multi trip policy, also known as an annual policy, is covering you for unlimited trips within a 12 month period.

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 that 3 months, and therefore cannot use a single or multi trip policy due to the trip duration restrictions.

Are there any discount codes?

We do not have a list of specific discount codes, however when you quote yourself on our website this automatically includes a 15% discount applied to your quote compared to calling in. We do provide a discount if it is someones birthday, or if you are renewing which will come to you via email as a previous customer. New customers should keep an eye on the website and our social channels for any discount codes throughout the year.

How can I pay?

You can either log in to your Customer Area and proceed with payment that way or you can contact our customer service team and provide them with your quote number, they will ask you for your card details in order to make the payment for the policy. (Do not worry, we do not store any cards details on our system.

Do you accept Paypal?

We do not accept Paypal, we accept Visa, Mastercard and AMEX

Can I get a policy for my child on their own?

This will depend on the circumstances for your child to be travelling alone, please contact our customer service team and they will be able to provide you with further information relating to the this.

Can I get a policy whilst travelling?

No, all of our policies have terms and conditions stating that the trip must start and end in the UK, meaning if you are out of the UK and want a policy, we will not be able to provide you with an insurance policy.

How do I save my quote?

Once you have provided all information during the quote journey, you will be provided with a quote reference number.

If you wanted to go ahead with the quote you can provide your quote number and access all information that you have provided during the quote within your Customer Area.

Please note: your quote will only be valid for 28 days.

What are the differences in the policies?

The differences in policies, are mainly the cover that you are purchasing, the cover on our Standard product will offer less cover than our Platinum product, the excess will also change depending on what level of cover you select.

Click here for more information.

What does non-advised sale mean?

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

Cancelling my policy
How do I cancel my policy?

This can be completed online using this form or by contacting the customer service team on 0333 005 1062 or via the contact us page. The team will talk you through the cancellation and process the relevant refund.

Can I cancel my policy online?

Yes, this can be completed online using this form or by contacting the customer service team on 0333 005 1062 or via the contact us page. The team will talk you through the cancellation and process the relevant refund.

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

Yes, providing you are not looking to submit a claim and have not travelled on the policy. The amount we can refund may differ depending on your policy, so please check your policy wording for confirmation.

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

No. If you decide the policy is not fit for purpose after purchasing, you have 14 days in which to cancel and obtain a full refund.

If the dates of your policy have elapsed and you have not travelled, we may ask for confirmation that you did not travel as well as confirming no claims have been made before we look to issue a refund. For more information, please check your policy wording.

Do I get a full refund when cancelling my policy?

If you decide the policy is not fit for purpose after purchasing, you have 14 days in which to cancel and obtain a full refund. After this time, the refund amount will change based on the amount of time left on the policy. For more information you can check your policy wordings or check our terms and conditions page

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

The choice is up to you. We can look to amend your policy which you can easily do online here or you can cancel the policy here and obtain a refund, relevant for the amount of time cover has been in place. Please be aware, if you do decide to amend your policy dates, you may incur an additional premium.

The online system does not recognise my policy number when trying to cancel

Please contact the customer service team on 0333 005 1062 or via the contact us page. They will be happy to assist you.

How do you pay me my refund?

The refund will go back on to the same card that the policy was originally purchased on. We will however require you to confirm the details as we do not retain this.

Are there are situations/reasons where I would not be able to cancel my policy?

If you have travelled on the policy, have claimed or are looking to submit a claim. We will not look to issue a refund under these circumstances as the policy has effectively been used.

Am I able to cancel due to the illness or death of a family member?

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Can I cancel due to FCDO changes?

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Can I cancel due to COVID-19?

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Can I cancel due to pregnancy?

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Can I cancel due to illness?

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Can I cancel if the borders close in the country I am travelling to?

Yes, as long as the policy has not been travelled or claimed on, we do not need the reason for your choice to cancel. Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

Can I cancel after the cooling off period?

Yes, as long as the policy has not been travelled or claimed on.

Please be aware, the refund terms will apply which you can find out more information about here. You can cancel your policy online using this form.

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

All claims are assessed based on the individual circumstances, however we do not cover existing medical conditions of non-travelling family members.

Do the sums insured benefit the whole group or each person?

Claims will be paid up to the sum insured listed for each insured person.

How do I make a claim?

Please check our Claims Information page here for up to date information

I am still abroad and need to make a claim on my policy, what do I do?

You can submit a claim while you are abroad however, we would suggest waiting until you return to the UK for ease.

If you do require assistance while abroad, please contact the emergency assistance team on 0333 005 1065

My baggage is being sent 2 weeks before I travel. Is it covered?

Unfortunately not, your baggage must travel with you.

What documents do I need to take away with me?

It is totally up to you how much documentation you bring abroad with you – some people prefer to have a paper copy of everything, and other people are happy to access their documents via their smart phone.

We suggest that you should always take a copy of your Policy Schedule, as this is your confirmation of cover, and shows your policy number, the travellers who are covered under the policy, and the cover you have purchased (plus any additional cover options). If you have declared any medical conditions, you should also take a copy of your Medical Screening document, just in case you need to seek medical treatment.

Please note, in some countries such as Turkey, you will be asked to produce all of your travel insurance documentation (including your policy wording) before you can see a doctor.

Will my policy cover me against terrorist activity or civil unrest?

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

Where do I find claim forms?

Please check our Claims Information page here for up to date information

Where do I send my claim?

Please check our Claims Information page here for up to date information

Can I submit my claim online?

Please check our Claims Information page here for up to date information

Can I check the status of my claim? If so, where?

Please check our Claims Information page here for up to date information

Who will be processing my claim?

The allocated claim assessor. If they require further information, they will make direct contact with you.

Is there a time limit for me to submit my claim?

Yes, up to 60 days, unless under exceptional circumstances.

How can I contact the claims team?

Please check our Claims Information page here for up to date information

Can I make a retrospective claim?

This will be dependent on the situation. If this is the case for you, we would suggest speaking with the claims team who will be able to advise you. They can be contacted on 0333 005 1064.
It is worth noting that the claims customer service agents will not be able to advise if the claim will be paid or not, as this will only be confirmed once all information has been received and the assessor has assessed the claim.

Can I make a claim relating to COVID-19?

Yes however, please be aware your policy may have exclusions in relation to this.

Please check your policy wording here or speak to the claims team on 0333 005 1064

If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.

Can I make a claim due to the FCDO changing their advice?

Yes however, please be aware your policy may have exclusions in relation to this.

Please check your policy wording here or speak to the claims team on 0333 005 1064

If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.

Can I make a claim due to the country I'm travelling to closing their borders?

Yes however, please be aware your policy may have exclusions in relation to this.

Please check your policy wording here or speak to the claims team on 0333 005 1064

If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.

Can I claim for cancelled flights/holiday?

Yes however, please be aware your policy may have exclusions in relation to this.

Please check your policy wording here or speak to the claims team on 0333 005 1064

If in doubt, please feel free to submit your claim and one of our claims team will advise as to whether the claim will be successful or not as part of the assessing process.

If I have more than one claim, can I submit them together?

Yes but they will be assessed as 2 separate claims and you will be given 2 reference numbers. For ease, we would suggest you keep them separate.

I don't understand the claim form, can someone help me?

The claims team will be happy to assist you.

You can contact them on 0333 005 1064 or via the contact us page.

Can I make a claim if the booking was for a group?

Yes. Please be aware, we will only pay for the costs of the insured person on the policy, regardless of who paid.
For example, you are travelling with 4 other people who are all covered with other insurers, but you paid for the holiday. We would only assess the claim for your portion of the costs.

I can’t find the right claim form

Please check our Claims Information page here for up to date information

Can I claim back the costs of COVID tests I need to do in order to travel?

No, this is not covered under the policy. Any expenses required for travel will not be covered. For further clarification, please check your policy wording.

Can I claim for flying home early following FCDO or country's guidelines changing?

This will be dependent on the policy you have purchased, so please check your policy wording. Please note – Any changes by the airline provider will be the responsibility of them.

How will my claim be paid to me?

During the claim process, you will be asked for your BACS details. Please ensure these are correct when providing them to us.

I don’t know if my claim is for cancellation or curtailment?

Cancellation is when you have been unable to go on your trip at all – you have not left home for your trip. Curtailment means ending your trip early – you were not due to come home for a few days but have been forced to return early. The claims team will be able to provide clarification if you are unsure – 0333 005 1064

What is the wear & tear scale for baggage claims?

This can be found within your policy wordings

Why are the claims limits the same as or less than the excess?

This depends on the type of cover that you have purchased as the excess will change depending on the policy.

This will also apply to specific cover levels, if you purchase a higher policy, the cover levels will be different to those of a lower policy.

In order to compare the cover levels, please see our cover levels page.

What do you need from me in order to submit a claim correctly?

Please check our Claims Information page here for up to date information as this may differ dependent on the claim.

Can I claim for Visa costs?

No, this is not covered under the policy. Any expenses required for travel will not be covered. Please check your policy wordings for what you are covered for.

Can I claim for unused airport parking?

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

The claim form asks me to provide proof of my travel dates, however I do not have a return journey booked as of yet, what should I do?

If you do not have a date on which you are looking to return home, we will need you to provide ‘proof of intent to return home’

This can include;

o Confirmation of a college or university placement

o Contract of the employment commencement date

o Rental agreement

o Consultant appointments in the UK

o Copy of logbook confirming ownership of the vehicle, with proof of current tax.

o Court summons or appearances o Mortgage agreement

o Current home or contents insurance (in your name).

o Future travel plans (flight bookings) leaving and returning to the UK.

Please note that this policy is not intended to offer cover if you are emigrating. If you are in any doubt, please contact our customer service team

Can I claim for someone that is not on the policy but I have paid for them?

No, we will only pay for your portion of costs, they would need to claim through their own insurance provider.

Do you cover cash that was lost or stolen?

Yes we do. The amount covered will be dependent on the policy you have chosen.

Please check your policy wordings for what you are covered for.

How long do I have to be delayed in order to make a claim?

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

Can I claim from my travel agent as well as my insurance company?

No. Travel Insurance is designed to reimburse your for irrevocable costs and put you back in the same position as you were prior to travel.

Can I claim if I have to do jury service and can no longer travel?

Yes, providing you are able to give written confirmation to validate your circumstances

Can I claim for hire car costs?

We will pay for the reasonable additional costs that have been unforeseen. For further information, please check your policy wordings for what you are covered for under your specific policy.

Can I claim if my cruise has been cancelled?

You should speak to your travel provider first – as if they have cancelled, it is their responsibility to offer you reimbursement or alternative travel arrangements.
We would only consider a claim where you are unable to recover costs from elsewhere.

My tour operator/airline has refunded me/provided me with a voucher, can I still make a claim?

As you have been offered a monetary value/alternative travel arrangements, we will not consider your claim as travel insurance is for the occasions you are unable to recover your costs from elsewhere.

If however, you do not want a voucher and this is all they are offering, please get this in writing and submit a claim which we can then assess for you.

My Holiday company/tour operator/airline has gone bust - can I make a claim?

This will depend upon the specific policy you have purchased.

Please check your policy wording for more information. The claims team will also be able to inform you whether your policy does or does not provide this cover.

Can I claim for cancelled UK holidays?

Yes. As long as the trip is at least 3 days/2 nights, your claim would be considered.

Can I claim for cancelling due to a lost passport?

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

Do I need to speak to you before I send a claim?

No but if you would prefer to speak to someone, the team can be contacted on 0333 005 1064

Why has my claim not been paid in full?

We will automatically deduct any excess from the settlement . You claim may be above the limit of that section of the policy, therefore, we will not pay more than the policy limit.
You may also have claimed for expenses that are not covered under the policy. If you are unsure of your settlement, please contact the claims team who will be happy to discuss on 0333 005 1064

How do I sign an electronic claim form?

You can type your name in the box. If you prefer, you can print, sign and scan back.

I can't type anything on the claim form online - Can you help me?

The online forms should allow you to type in the box. If you are still having trouble, we can send you a form in a different format. Please contact us in order for us to assist you further.

Can I claim for my gadgets?

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for.

If the claimant unable to sign the paperwork, can someone do this on their behalf?

As long as the claimant has given consent for this person to act on their behalf. Please contact us if you need any further assistance.

Can I submit extra information for a current claim?

Yes, please use the information on the claims information page and ensure to include your claim reference number.

What is a Property Irregularity Report and why do you need it?

This is a letter or statement from the airline with a reference number, it may include details of the damaged bag which has been reported by yourself, we require this so that we can get in contact with the airline regarding the claim for baggage

Can I claim for Natural Disaster?

Yes however, there will be specifications and exclusions of this which will be explained in your policy wording. The claims team will also be able to talk you through it if you would like. Please click here to find our contact us page.

What if I want to come home early?

Your policy covers you to come home early because you are ill, only if medical treatment is not available locally. If you are thinking of cutting short your trip because you are not well then you must contact our medical assistance service for advice first. If you need to come home for any other reason, such as the illness of a close relative in the UK then you should make your own arrangements, bearing in mind your duty to act at all times as if uninsured.

If you are not sure whether your particular circumstances are included in the cover then call the claims team between Monday and Friday 9am – 5pm (Excluding Bank Holidays) If you have any further questions regarding our emergency assistance team please feel free to contact us.

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

Yes. The excess is deducted per person, per claim.

An excess is something in which you will need to pay in the event of a claim, different policies that we provide offer different excess levels, the excess only comes into play should you need to submit a claim.

How many times can I claim in 12 months?

There is no limit to the amount of times a person can submit a claim.

How long will my claim take to process?

Where possible, a claim decision can be given immediately online or over the telephone when you first submit your claim. If additional supporting documentation is required before we can settle your claim, this will impact how long it takes for your claim to be resolved. Where the claim is not settled immediately, we will aim to respond to any correspondence relating to the claim within 10 working days.

Will you confirm receipt of my claim?

Yes, a confirmation email will be sent.

How do I get back my original documents I have submitted?

Where possible, we will accept scanned copies or pictures of documents. Where we have asked for original versions of documents to be submitted, the return of these can be requested by email or telephone.

Complaints
How do I contact you to make a complaint?

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

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

Your next formal steps following the complaint is to contact the Financial Ombudsman Service. We will provide details on how to escalate further if you do remain dissatisfied. within our final response and this can also be found in your policy wordings.

What is a final response?

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

Countries and 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 our 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.

Why can I not select my destination?

If you are having trouble selecting your destination, try refreshing the page.

If that still does not work, you can contact our customer service team and they will be able to assist you

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 specific destinations to make it easier for you. You can find the list here.

What is covered under Worldwide?

All countries that are outside of the UK and Europe are covered under Worldwide, you can search the country you are travelling to on our website, located under ‘Help Centre’

I am travelling to multiple destinations - which region should I choose?

This will depend on how far you plan to travel, if all of your trips are within the EU then you can select the ‘Europe 3’

If you plan to go further afield, you will need to enter in your destination on our countries covered list and it will tell you exactly what geographical area to select.

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 here.

Do you class the Channel Islands as UK?

These will be covered covered under the Europe 1 destination grouping if travelling. In relation to purchasing a policy with us, yes we class Channel Islands as the UK and so you can purchase a policy with us.

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

These will be covered covered under the Europe 1 destination grouping if travelling. In relation to purchasing a policy with us, yes we class Channel Islands as the UK and so you can purchase a policy with us.

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

We define a cruise as a pleasure voyage of more than 72 hours in duration, sailing on sea/s or oceans and including stops at various ports. River cruising fit’s into this criteria and so a specialist Cruise extension would be necessary for the both.

What is the age limit on Cruise policies?

Our Single Trip policies have no upper age limits, so we can cover anyone 80+ as long as they add our Cruise extension to their policy (cover depends on a medical screening and your destination of choice).
We also offer a Multi Trip Cruise Extension, which is available to anyone aged up to 79 years old.

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.

Customer Area
I can't log in to Customer Area

Please make sure you are using the email address you used to register your account. If you continue to have problems, please contact us 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 matches. If you cannot see anything, please contact us here.

What details can I amend within my Customer Area?

You can amend almost any personal information on our customer area. If you are wanting to amend your email address or any medical information, please contact us here.

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. You can contact us here.

I can’t register for Customer Area

If you are having problems registering for an account, please contact us here and we can 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. You can contact us here.

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. You can contact us here.

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. Alternatively, you can contact us here.

How do I change my details?

Simply log in here and you can then amend your details within your account. If you need to amend your email address or any medical information please contact us here.

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, if you still cannot log in, try and re-set your password. If all else fails, please contact us here.

Can I add an extension within Customer Area?

Yes, simply log in to do this. If you have any problems, please contact us here.

I can only see old policy documents?

Please ensure that the email addresses match. If they do, 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 do contact us.

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

If you have already registered it won’t let you re-register so please select ‘Forgotten password’ If you still have problems please contact us here.

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

As we cannot see the error, please contact us here so we can help you further.

Emails
You have sent me a birthday email but it's not my birthday?

The email would have been sent prior to your birthday, for terms and conditions, please see the email sent to you.

How do I unsubscribe?

At the bottom of the 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.

General
Am I covered for business travel?

The products on this site have been designed primarily for the leisure traveller, but that doesn’t mean you cannot use them to travel for business.
To check our cover levels and ensure that you will have enough cover for your trip prior to purchasing, please click here.

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 are only covered whilst being carried as luggage on public transport. The sum insured can be found within your policy wording under the Personal Possessions section.

We offer cover for buggies and strollers in case they are lost, stolen, damaged or delayed under our new Family Niche policy. For more information visit our Family Niche page.

Are the cover levels per person?

Yes, all of our sums insured are per person and available for each insured person on the policy.

Are the rates based on my age at the date of departure and do I use the age I am or the age I will be when travelling?

Our rates are calculated on your age at the date of purchase, and not the date of departure.

We take your Date of birth, rather than your age. Once you have entered your date of birth in the personal details section of the quote journey, it will automatically provide you with a price for quote, we require your date of birth to match your passports to avoid any confusion relating to data protection and claims.

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, have been living here for the past 6 months 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.

If your children are over 18, we may still be able to cover you under our Family Niche policy, visit this page for more information.

Can I pay an excess waiver?

We offer the option to waive your excess on several of our policies for a small additional premium, if this option is available it will appear on the options page of the quotation process.

We also offer several policies which automatically have no excess. For more information visit our Excess Waiver page.

Can I purchase insurance if I have been abroad for the last 6 months?

To be eligible for our insurance your main home must be in the UK or Channel Islands, and you must not have spent more than six months out of the country in the last twelve months. As long as you meet these requirements you will be able to purchase a policy from us. If you are a policy holder who is still away and would like to extend their cover, please contact our customer service centre.

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

Pregnancy is not a medical condition, it is a natural and wonderful event, and therefore there is no need to inform us of your pregnancy.

If you do have any medical conditions as a result of the pregnancy, we may need you to declare these. If in doubt, please feel free to contact us.

Our policies include emergency medical expenses cover for pregnancy and childbirth from week 0 to week 28 whilst you are away.

From the start of week 29 to week 40 of the pregnancy, there is no cover for claims relating to normal pregnancy and normal childbirth or cancellation, however, medical expenses and cancellation cover will be provided if any of the following complications arise: Toxaemia, Gestational hypertension, Ectopic pregnancy, Post-partum haemorrhage, Pre-eclampsia, Molar pregnancy or hydatidiform mole, Retained placenta membrane, Placental abruption, Hyperemesis gravidarum, Placenta praevia, Stillbirth, Miscarriage, Emergency Caesarean, A termination needed for medical reasons, Premature birth more than 12 weeks (or 16 weeks if you know you are having more than one baby) before the expected delivery date.

Please note we will not cover denial of boarding by your carrier so you should check that you will be able to travel with the carrier/airline in advance as regulations vary from one carrier/airline to another.

Can we cover our foster children under a family policy?

Family policies can be purchased by two adults and their dependent children, as long as the children are under 18, in full time education and living at home.

Do I need worldwide cover for overnight stop overs?

As long as you are not travelling outside your selected geographical area for more than 7 days in total, then you would not need to purchase additional geographical cover for a stop over.

For example if you purchased cover for Australia but were stopping over in the USA for two days to get a connecting flight, you would only need cover for Australia.

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, we may still be able to offer you a family policy, for more information visit our Family Niche page.

How is a family defined?

We define a family as a policyholder and spouse or partner, who have been living together as a couple for at least six months, plus their dependent children who are living at home aged 0-17 years on the date of purchase. Any dependent aged 18 or over will be considered an adult and will need an individual policy.

If your children are over 18, or if you are travelling with family friends, we may still be able to cover you under our Family Niche policy, for more information visit our specialist family page.

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.

How is couple defined?

A couple is defined as two people in a romantic relationship, who have been living together at the same address as a couple for at least six months.

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.

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

Yes, you can purchase a policy via our customer service centre or online and receive immediate cover. You can receive a copy of your documents by email and then print them if you want.

I have bought a policy but now wish to change my details or cover, how do I do that?

If you have already purchased your policy and would like to change your details, please log into your Customer Area account to make any changes.

Alternatively, you can contact us and one of our customer service advisors will be able to help you.

My Fiancé and I are planning our Honeymoon, which surname should she list on the policy?

The details on your travel insurance policy should match the details on your travel documents (i.e. passport).

What is an excess, and how do you apply excesses and section limits?

An excess is the amount you have to pay towards any claim under the policy. The excess will be applied per person, per incident, per section claimed under.

Each claim is settled on its individual merits according to the terms and conditions of the policy wording, so it is difficult to show some exact examples. However, when our appointed claims team receive a personal possessions claim form, they first deduct any wear and tear costs from the amount to find the item’s current value. They then apply the excess, and then apply the section or single article limit – both shown in your policy wording.

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

The cancellation section of a travel insurance policy is there in case you cannot go on your trip due to an unexpected illness or event, to cover the prepaid costs of transport, accommodation and additional travel expenses that you cannot recover from any other source. Cancellation cover is included in most of our policies (except Last Minute and Express) in various different levels.

What is meant by ‘taking reasonable care’?

With any insurance policy, the policyholder should always act as though there is no insurance at all and take all measures to protect their property and themselves as if they were uninsured.

What is personal liability cover in travel insurance?

Personal Liability refers to any event which you are legally liable to pay that relates to an incident caused directly or indirectly by you, and that results in:

  • Injury, illness or disease of any person;
  • Loss of, or damage to, property that does not belong to you or any member of your family and is neither in your charge or control nor under the charge or control of any member of your family;
  • Loss of, or damage to, trip accommodation which does not belong to you or any member of your family.
What is repatriation cover, and is it included on your policies?

Repatriation is the process of returning a person to their country of origin. Under travel insurance policies this will usually be because an injury or illness means that the person must go home earlier or later than their original holiday departure date. Any necessary repatriation costs are covered under the Medical Emergency Expenses section of our policies.

What is personal accident?

Personal accident is when you cause injury to yourself and no one else is injured.

What is Force Majeure?

Force Majeure is cancellation due to War, invasion, acts of foreign enemy, hostilities or warlike operation (whether war be declared or not), civil war, mutiny, military rising, insurrection, rebellion, revolution, military or usurped power, climatic conditions and acts of nature. This will match the amount they are covered for under general cancellation.

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 start from the start date of your policy.

Who is classed as a close relative within the terms of this travel insurance policy?

We define this in our wordings as: Your mother, father, sister, brother, spouse, civil partner, fiancé/e, your children (including adopted and fostered), grandparent, grandchild, parent-in-law, daughter-in-law; sister-in-law, son-in-law, brother-in-law, aunt, uncle, cousin, nephew, niece, step-parent, step-child, step-brother, step-sister or legal guardian.

Who is eligible to buy a policy from Holidaysafe?

Holidaysafe travel insurance is available to residents of the United Kingdom and Channel Islands – this means that we can cover people who have had their main home in the United Kingdom or the Channel Islands and who have not spent more than six months abroad in the year before buying this policy.

Who underwrites the Holidaysafe policies?

Please visit our Insurers page for more information.

How do I change my details? (Email address, postal address, DOB, travellers)

You can change any information that you have submitted on our customer area, by simply logging in and amending any details that require to be amended. If you need to change the email address, DOB of lead traveller or any medical information, please call our customer service team who can help you get this changed.

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.

What is a Single Article Limit?

A Single Article Limit refers to the monetary cap which limits the amount you can claim for an individual item. E.g. you may have personal possessions cover of up to £1000, with a single article limit of £250. This would mean that the most you could claim for a single possession would be up to £250, but, if you lost multiple items (capped in value at £250) the most you could claim is up to the value of £1000.

What is a cooling off period?

If you change your mind about the cover that you have purchased, you have 14 days to contact us, this means that within the 14 day cooling off period you can get a full refund for the premium that you have paid for the insurance.

Why can’t I find the motorcycle policy?

We are currently unable to offer Motorcycle policies, however, keep your eyes peeled in the new year!

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

We are always looking at our products and ensuring we are offering you the best cover we can. Although we no longer offer a specific UK policy, all of our policies offer cover for the UK as long as you are travelling for at least 2 nights. If you are wanting to cover your UK trip, please select Europe 1 when choosing your destination. If you are getting an Annual Multi Trip policy, any destination group you choose will automatically cover UK trips.

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.

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 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 log into your Customer Area or contact our Customer Service team.

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 into our customer area and get your documents resent

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, amend any personal information.

I keep getting an error on the site

Please contact our Customer Service Team who can help your further.

How do I use the GP app?

At the moment, the GP app is unavailable. As and when this changes, we will let you know.

If you have a medical emergency, please contact our Assistance team on +44 (0) 333 005 1065, the team is available 24 hours a day, every day of the year.

Where can I find policy wordings?

You can find all of our Policy Wordings here.

Can I pay in installments?

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.

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.

Who processes your claims?

Please visit our Insurers page for more information.

How do I retrieve my quote?

You can retrieve your quote within our Customer Area, you will need to log in with your email address and password you provided when creating your account.

I got cut off - will you call me back?

Unfortunately, this is not something we are able to do but if you are having trouble contacting us by phone, you can try our live chat facility to get through to a member of our team. You can find all information to contact us here.

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, please go onto our ‘Contact Us‘ page where you can fill in a form for someone to contact you, or you can use our live chat facility to get in touch with a member of our customer service team

Is this live chat?

No, we do have a live chat option for you which you can find on our Contact Us page.

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, you will need to contact a member of our customer service team who can help you further.

What do you define as an 'Act of God'?

An ‘Act of God’ is used to describe a natural disaster such as volcanic eruptions.

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.

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, you can save the discount code for a future policy, or you can cancel your cover within the 14 day cooling off period and then re-quote yourself with the discount applied to the new quote.

What is IPT?

IPT means Insurance Premium Tax

How is my premium calculated?

Premiums are calculated based on many factors including the age of the travellers named on the policy, the destination, type of insurance policy, the duration of the trip and any medical conditions or extensions on the policy.

What is an IPID?

An IPID is an “insurance product information document”. It is designed to clearly display in a standardised format the key features of your insurance product so that you can see what you are covered for, and what you are not covered for. Since the introduction of the EU’s Insurance Distribution Directive (IDD) all Insurance providers have been legally required to provide IPID’s to customers prior to them making a purchase.

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.

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.

Are you ATOL protected?

Yes, we are ATOL protected, this provides you with support so that you are not at a financial loss whilst abroad.

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

A connecting flight is the second flight of your journey taking you to your final destination. For example, long haul travel tends to have 2 flights, the first takes you half way and the second takes you the remainder of the way. Please check your policy wording for confirmation as to whether the policy you have selected covers you for this.

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.

Medical
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?

If you need to seek Outpatient medical treatment, bills less than £500 should be paid by you at the time and claimed on your return. It is very important to obtain an itemised receipt for any monies paid for medical treatment for your claim. If the costs are more than £500, or if you need to seek Inpatient treatment, please contact our emergency assistance company as soon as possible so they can liaise with the hospital directly.

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 on your behalf. Please do not respond to the collecting agent, just forward on to us.

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

Yes, please send anything like this straight to us to review using the contact details on our claims page.

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, 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. 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.

I have received an outstanding invoice for medical treatment abroad, what should I do?

If you have an existing emergency medical expenses claim with us, please forward the original invoice to us quoting your claim reference number and we will arrange payment of the invoice.

If you have not submitted a claim to us, please obtain an Emergency medical expenses claim form and return the completed form to us along with the outstanding invoice and other supporting documentation requested.

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 if I want to come home early?

This policy covers you to come home early because you are ill or injured, only if medical treatment is not available locally. If you are thinking of cutting short your trip because you are not well then you must contact our 24 hour emergency assistance service for advice first.

If you need to come home for any other reason, such as the illness of a close relative in the UK then you should make your own arrangements, bearing in mind your duty to act at all times as if uninsured. If you are not sure whether your circumstances are included in the cover then please contact our claims team.

What is do you define as a medical condition?

Any medical condition, serious or recurring, which has previously been diagnosed, investigated or treated in any way, at any time prior to travel, even if this condition is currently considered to be stable and under control by the use of drugs. To ensure you are fully covered, you should always declare all of your conditions to us when you purchase a policy, either via our online medical screening system or by calling our customer service centre. If there are any changes in your health or medication during the life of your policy, you will need to alert us to these changes.

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

The European Health Insurance Card (EHIC) replaced the previous E111 certificate in January 2006. The card entitles the holder to receive medical treatment provided by the state hospitals within the country being visited in the EU. It provides you with same benefits as the local residents. In some countries (France for example) you may have to make a contribution towards the treatment you receive.

This has since been replaced by the GHIC card, although your EHIC will still work if it is in date.

You can obtain a GHIC card for free via the NHS website, other than your name and address they will require your National Insurance number.

If your EHIC/GHIC card is presented and accepted at a state hospital, your policy excess may be waived if a reduction in costs has been obtained.

EHIC/GHIC is not a substitute for travel insurance and will only cover you for medical treatment you may need whilst abroad. It will not get you home (repatriation). Travel insurance will provide repatriation cover as well as cover for cancellation, personal possessions, money, liability etc., which are not covered by EHIC/GHIC.

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.

What is the tourist trap?

The ‘tourist trap’ refers to certain privately owned medical clinics around the world who seek to ‘trap’ tourists by inflating medical bills in the hope of getting paid by the tourist or their travel insurance. These clinics usually pay taxi drivers, hotels and hostels to send any injured tourists to their clinics, they then charge extortionate rates without providing appropriate care for their patients. To protect yourself against falling into the trap, always make sure you visit a state facility, and under no circumstances should you ever give your credit card details or surrender your passport to anyone – please give our assistance team a call if you ever need any medical treatment and they can help you find the best facility for you.

Who provides your emergency assistance?

Please visit our Insurers page for more information.

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 feel free to contact us.

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 had cancer, and have had the all clear, even if over 5 years ago, this will still need to be declared on your travel insurance policy.

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

Yes, any heart condition that you have had, even if over 5 years ago, this will need to be mentioned, we require all information relating to heart conditions regardless of time.

How do I let you know about any health changes?

If your health changes, you will need to contact our customer service team, they will be able to amend your policy to have the correct conditions.

Am I covered for cosmetic surgery?

No, unfortunately not. Our policies provide cover for emergency medical expenses during your trip, and as cosmetic surgery is seen as elective (instead of emergency) it is not covered under 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 do contact us and we 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, alternatively, you can contact our customer service team who can 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. We will always advise if we 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?

You are not able to go back on the medical screening section, however you are able to edit what you have answered if you do make any mistakes.

The best thing to do is carry on, save your quote and then contact us with your quote number and we can then amend your answer.

Is this private medical care?

Travel Insurance is not Private medical insurance; we cover 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?

No. However, if you do find yourself in a situation abroad where you require medical assistance, please contact the Emergency Assistance Team as soon as you can and they will be able to advise you on the best place for treatment.

The Emergency Assistance Team can be reached 24 hours a day, 7 days a week on 0333 005 1065

Often the best doctors, treatment and optimal care are found in the regulated state and public hospitals and medical facilities no matter where you are in the world. They might not always look as nice as some private facilities, but we have seen numerous good clinical outcomes which don’t come with the risk of immoral and dangerous practices, extortion, over treatment, detainment and withdrawal of treatment which we have seen happen in some private facilities all over the world.

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.

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.

Why do you need my height and weight?

We need this to calculate your BMI so that we can accurately screen your medical conditions and provide you 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 underwriting 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.

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

Yes, any pre-booked UK holidays of two nights/three days or more are covered.

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 is covered whilst participating in your activities.

Can adults travel independently on a Multi Trip policy?

Yes, if a couples, family or independent traveller policy has been purchased then each adult (over 18) is insured to travel independently of the other.

Can children travel independently on a family Multi Trip policy?

Unfortunately our normal family policies do not cover children to travel independently of you, unless they are either travelling directly to be with you or to return directly to their home after being with you.

However, we do offer a specialist policy as part of our Niche range with covers children up to the age of 21 free of charge, and also covers them to travel independently. For more information visit our Niche Family Travel Insurance page.

Can I extend my ‘days per trip’ allowance?

On our Multi Trip policies we offer customers cover for unlimited trips in a 12 month period, as long as each trip does not exceed a certain number of days. For your reference, we have included these limits below;

  • Lite = 24 days per trip
  • Standard = 31 days per trip
  • Premier = 31 days per trip
  • Premier Plus = 45 days per trip (60 day per trip extension available)
  • Premier Platinum = 45 days per trip (60 day per trip extension available)

If you purchase a policy and then realise you need cover for additional days per trip, you can ring us at anytime to upgrade to one of our higher policies, or add the 60 day per trip extension.

Unfortunately we cannot simply increase cover for a few extra days. If you need cover for more than 60 days per trip, we would recommend looking at out Single Trip policies instead.

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, or call our customer service centre.

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

Our Multi Trip policies provide cover for an unlimited number of trips during a 12 month period, so there is no need to inform us before each trip. Simply let us know if you need anything, and you can relax in the knowledge that all of your trips are covered.

Please do ensure that you are travelling within the geographical area of your policy, and you are not travelling against the advice of the FCDO

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. For more information please visit our Cruise Extension Page.

What is the difference between Backpacker and Multi Trip insurance?

Backpacker or Longstay insurance covers longer than average single trips from one to 18 months in duration, these trips will usually be continuous and involve visiting multiple countries.

Multi trip insurance (or annual multi trip insurance) is a 12-month policy which covers unlimited trips throughout the year of up to 60 days in duration each. Each individual trip must start and end in the UK. This insurance is not suitable for someone who intends to travel continuously for 12 months.

What is the maximum age limit on Multi Trip policies?

Our Multi Trip policies can provide cover for anyone aged 79 or under – subject to a medical screening and your destination of choice.

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

We cannot provide Annual Multi Trip policies any longer one month in advance, alternatively if it is just the one trip that you have lined up, you can purchase a single trip policy to cover your holiday.

Renewing My Policy
How do I renew?

Following the renewal email received, you can either contact our friendly customer service team on 0333 005 1062 or simply complete the renewal online via the retrieve a quote page – all you’ll need is the quote number and your email address

Can I renew early? Is 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 within Customer Area. This includes people named on the policy, destination, cover levels and any extensions you may want to add or remove. The only section of the policy you would need to call us about is your medical information or to change your date of birth or email address. You can do this on 0333 005 1062.

I can't access my renewal quote?

If you cannot access your renewal quote, you can log into our Customer Area and retrieve your quote there, alternatively you can contact our customer service team on 0333 005 1062 and they will be happy to help

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

If you are looking to proceed with your quote, there will be a ‘proceed with payment’ section in the Customer Area, if you cannot proceed with the payment on our website you can contact our customer service team on 0333 005 1062 and they will be happy to help

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

Yes. Your renewal quote lasts for 28 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.

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

Any changes to your quote can be made either via your Customer Area as part of the renewal process or by contacting the customer service team on 0333 005 1062 who will be happy to assist.

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

Please contact our customer service team on 0333 005 1062 . They will talk you through the process and make any necessary amendments.

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 28 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.

Can I upgrade the policy I have when renewing?

Yes, any changes required for the policy can be made within Customer Area. This includes people named on the policy, destination, cover levels and any extensions you may want to add or remove. The only section of the policy you would need to call us about is your medical information or to change your date of birth or email address. You can do this on 0333 005 1062.

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

Yes. Please ensure to read through the quote first to ensure there are no changes required. If you are unsure, the customer service team will be happy to assist on 0333 005 1062

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 *brand* 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

Can I renew my policy online?

Yes. All you need is the quote number and your email address to access the quote online here.

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 is the case, this will be explained to 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 renewal and no monies will be taken without your consent.

I have not received my renewal

A renewal reminder will be emailed to you 30 days before your policy is due to expire. If you do not receive one after this time, please contact us and we can look into this further for you.

Can I add COVID-19 cover to my renewal?

Yes please take a look at our Coronavirus page for more information as to what we cover as standard on our policies and what we cover under our additional COVID-19 extension.

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 on 0333 005 1062

I have renewed by not received my documents?

Your documents can be accessed via the customer area. You will need your policy number and email address that is linked with the policy.

The customer service team can also send your documents to you, they can be contacted on 0333 005 1062

Who can I talk to about renewing my policy?

Our friendly customer service team will be happy to assist and answer your queries. They can be contacted on 0333 005 1062 or via the contact us page

Can I add/remove extensions to my renewal?

Yes, any changes required for the policy can be made within Customer Area. This includes people named on the policy, destination, cover levels and any extensions you may want to add or remove. The only section of the policy you would need to call us about is your medical information or to change your date of birth or email address. You can do this on 0333 005 1062.

Can I add/remove activity packs to my renewal?

As of the 20th December 2021, all activities that we cover are covered as standard and can be found on this page. We are always looking at improving our cover options, so be sure to check back in the new year for further updates.

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

Yes, any changes required for the policy can be made within Customer Area. This includes people named on the policy, destination, cover levels and any extensions you may want to add or remove. The only section of the policy you would need to call us about is your medical information or to change your date of birth or email address. You can do this on 0333 005 1062.

How do I pay for my renewal?

You can pay by credit or debit card, either online or via the customer service team.

Please be aware, the team cannot take payments if you request this via email.

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 via your Customer Area or you can certainly call us on 0333 005 1062 and we will be happy to help.

Can you please re-send my renewal email

Yes, your quote can also be accessed via the customer area here, but if you need further assistance, please do not hesitate to contact us.

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

An automatic 15% returning customer discount is applied to renewal policies and the price quoted on your renewal has this discount applied.

Unfortunately, we can not add more than one discount code.

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

Your quote can be amended online in your customer area or via the customer service team. Please have your policy/quote reference to hand.

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.

Single Trip
What is the age limit on Single Trip policies?

Our Single Trip policies have no upper age limits, so we can provide cover for anyone 80+ subject to a medical screening and their destination of choice.

Can I be covered for cruising on my Single Trip?

Yes, simply add our cruise extension on the options page of the quote process.

Sports
What sports and activities do you cover?

We cover over 150 as standard on all of our policies.

Please check here for more information.

What am I covered for?
Am I covered for gadgets? Can I add them?

This will be dependant on the policy you have chosen. Please check your policy wordings for what you are covered for.

Am I covered if my pet is ill?

No, this is not something that we will provide cover for.

Am I covered for dental treatment?

This will be dependant on the policy you have chosen. Please check your policy wordings for what you are covered for.

How long can I travel for on my policy?

This is dependant on your policy. If you have a single trip, you are covered for travel between the dates specified. If you have an annual multi-trip policy, you are covered to travel up to 31 days per trip – there may be an extension where you can upgrade this to longer. Longstay/back packer policies allow you to travel for up to 18 months and work in the same way that the single trip policy does.

What constitutes a "known event" ?

Something that is known to you prior to travel. You either were aware of the situation or it is advertised in the media, making you aware prior to travel.

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

If you have missed your flight, please follow the instructions on our claims page. Once you are home, you can always contact our claims department for additional information.

Am I covered for Brexit?

This will be dependant on the policy you have chosen. Please check your policy wordings for what you are covered for.

What am I covered for in relation to Covid-19? Lockdowns/FCDO advice/Borders closing etc?

Please take a look at our Coronavirus page for more information as to what we cover as standard on our policies and what we cover under our additional COVID-19 extension.

Winter Sports
Do you cover Off Piste Skiing?

Under our Winter Sports policies, we cover on and off piste Skiing and Snowboarding in resort as standard for no additional premium as part of the Winter Sports policy.

We define ‘in resort’ as an area which has prepared ski runs and groomed slopes and is serviced by lifts and tows which operate seasonally. If you are skiing or snowboarding outside of this defined area, you may need to purchase an additional activity extension pack.

Please see our winter activities list for more information, or give us a call.

Is mountain rescue included in my cover?

Yes, any mountain rescue costs which were deemed medically necessary would be covered by all of our policies under the Medical Emergency section of the wording.

Which winter sports are covered as standard under the winter policies?

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

*Please note, Holidaysafe’s online prices automatically include a 15% discount against our Customer Service Centre prices.