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Policy Changes

Please see below a list of changes we have made to our policies, which may affect returning customers when buying future policies.

November 2018 Changes


Cover Changes

Premier Single & Multi Trip:

  • Travel Delay per 12 hour period: £35
  • Travel delay maximum limit: £350
  • Personal Possessions Limit: £2,500
  • Valuables: £500
  • Missed Departure: £1,000
  • Personal Accident: £30,000
  • Gadget now covered as standard – up to £1,000

Premier Plus Single & Multi Trip:

  • Travel Delay per 12 hour period: £35
  • Valuables: £500
  • Missed Departure: £1,000
  • Personal Accident: £30,000
  • Gadget now covered as standard – up to £2,000

Premier Platinum Single & Multi Trip:

  • Gadget included as standard – now up to £3,000

Backpacker and Longstay Platinum:

  • Gadget included as standard – now up to £2,000

Policy Changes


  • Cover for Laptops has been removed from the Personal Possessions section of the policy and will now be covered under the Gadget section.
  • Gadget cover is no longer available as an optional extension, but is available as standard under our higher cover levels (such as Premier, Premier Plus and Premier Platinum Single or Multi Trip).
  • If you need emergency medical attention – Within the BE AWARE we have inserted an additional bullet as follows ‘additional flights which exceed the standard of that originally booked unless medically necessary and agreed with Emergency Assistance Facilities’
  • If your possessions are delayed by 12/24 hours – We have amended the wording in the ‘Cover available up to’ for delayed possessions for clarification purposes. The wording currently says ‘£XX per 12/24hrs up to a maximum of £XXX’. We will be changing this to ‘Up to £XX per 12/24hrs up to a maximum of £XXX’. By doing this we are making it clearer to the customer that they need to purchase items to get this benefit and that it is not a compensation figure.
  • Data Protection Act – Personal Information – Following on from the new GDPR rules, we have updated our Data Protection section to implement Travel Insurance Facilities plc agreed wording.
  • Disclosure of medical conditions – The following changes have been applied to this section: – We have tweaked some of the questions in the flow chart under the section ‘Have you or anyone insured under this policy ever been diagnosed or received treatment for:’ We have also added a new question which is ‘Any type of irritable bowel disease?’ We have included this question to ensure that when a medical declaration is completed, we are capturing as much information as possible to ensure customers are covered against potential issues which could arise whilst travelling. This specific question has seen a trend where gastric conditions are becoming a lot more common, therefore we want to make sure the customers, and ourselves, are covered against this.
  • Disclosure of medical conditions – The following changes have been applied to this section: – We have also amended the ‘When your two policies start and end’ box on the right-hand side of the page. We are replacing the sentence ‘Alternatively cover will cease upon expiration of your policy, whichever is the first’ with ‘Cancellation cover will cease when you start your trip, or upon expiration of your policy, whichever is first’. We have made this change to clarify to the customer that they are covered for cancellation up until the expiry of the policy on an Annual Multi-Trip policy.
  • How your policies work – We have added some additional information to the ‘Your Excess’ section of this page. The sentence will now read as follows ‘Your policy carries an excess and this is the amount you have to contribute towards each claim. All excesses shown for this policy are per section and are payable by each insured-person, for each incident giving rise to a separate claim. Your excess may be increased to include existing medical conditions (including anything directly or indirectly related to that condition) confirmed in writing by us. The increase excess will apply to all persons insured on the policy whose claim has been caused by the declared medical condition.’ The wording underlined has been included to provide clarity to the customer about when the excess will be applicable to a claim.
  • Definitions – We are removing the final sentence ‘Both during the period of cover’ from the ‘Trip’ definition. This is to be clearer and more transparent to the customer that they are covered for cancellation up until the expiry of the policy on an Annual Multi-Trip policy. This works alongside the disclosure of medical definitions change we mentioned earlier.
  • Conditions and Exclusions – We have added a new bullet to advise that ‘If you choose not to adhere to medical advice given any claims related to this will not be paid’.
  • Activity packs – The following changes have been applied to this section: 1) We are changing the ‘High Diving’ activity to read ‘High Diving – indoor/outdoor swimming pools only’. 2) We are adding limits to the amount of ‘Sky Dives’ that can take place within the policy period. These will now be displayed as ‘Tandem Skydive (maximum of 2 jumps per trip) and ‘Solo Skydive (maximum of 1 jump per trip)’.
  • If you need to claim – We have added a new bullet point to advise that ‘We will pay a maximum of £80 for medical records/completion of a medical certificate’.
  • Complaints Section – We have amended the title of ‘Quality and Improvements Manager’ to ‘Customer Insights Manager’.


February 2018 Changes



  • From 23rd February – We have changed our approved legal representatives (under the ‘if you need legal advice’ section of our policy wordings) to Penningtons Manches LLP.


November 2017 Changes



  • We have changed provider for our gadget cover and extension from Supercover Insurance Ltd to Bastion Insurance Services Ltd. The Underwriter remains the same (UK General Insurance Limited on behalf of Great Lakes Insurance SE).
  • On the front cover we have inserted text which stipulates “ALL TRAVEL MUST TAKE PLACE WITHIN 12 MONTHS OF THE START DATE OF YOUR POLICY” – please note duration is 24 months for Longstay and Backpacker policies.
  • Travel Claims Facilities have extended their opening hours to 08:30 – 18:00.
  • The Complaints Officer title has been updated to “Quality and Improvements Manager”.
  • On the health declaration we have amended the wording where previously we advised “anyone travelling with you” we now say “anyone insured under this policy”.
  • Mexico has been removed from countries where Chargecare operate.
  • Our Solicitor’s address has been updated.
  • Under our extension of period service, we now extend the whole policy rather than just the medical expenses cover.
  • We have removed the Channel Islands from our EHIC information section as it is no longer eligible for the reciprocal healthcare scheme.


August 2016 Changes


Policy A – Pre-Travel Policy

  • Cancellation of pre-paid excursions booked in the UK – Following the addition of the clarification bullet point confirming that we will cover cancellation of pre-paid excursions booked in the UK in the last raft of changes in April 2016 we have moved to clarify that we mean any pre-paid excursions booked by you before you go on your trip. The previous wording caused some confusion so this has been done for clarification purposes.


Policy B – Travel Policy

  • If you need emergency medical attention – BE AWARE wording – Under the first bullet point after “anything mentioned in the conditions and exclusions (Page 12)” we have reworded the bracketed wording that follows. This is to clarify that the exclusion is specifically in relation to non-declared existing medical conditions.
  • If you need to come home early – BE AWARE wording – We have reworded the bold wording after BE AWARE. The previous wording contradicted itself in the “If you need to claim” section it advised to contact the claims department to see if the circumstances would be covered, whereas in the BE AWARE section it advised to make your own arrangements. We have removed the telephone number and reworded the BE AWARE section for clarity purposes.
  • Personal Accident – For clarity purposes we have included wording stating “whilst on your trip” in both the summary and the schedule.
  • Missed connection extension – When applicable, we have amended the wording in the “If you need to claim” column to advise that “You will need to provide any additional, relevant and appropriate information or documentation requested by the claims handlers”. Previously we stated that it was any additional information, which was ambiguous.



  • Use of British Forces Posted Overseas – This inclusion in relation to residency has been reflected throughout the document following queries. Policyholders who fall within this category have always been covered, although until now this has never been clarified in our wordings.
  • Criteria for purchase – We have included the clarification that, when purchasing a policy, the policyholder “must be travelling with the intention to return to the United Kingdom, Channel Islands or BFPO within the trip dates unless an extension has been agreed with us and we have confirmed in writing.”
  • Your Important Contact Numbers – We have added the emergency number of 112 whilst in the EU.
  • Disclosure of your medical conditions – When your two policies start and end – The previous explanation of how policy B worked contradicted our definition of a trip. We have now reworded to say “The cover under policy B starts when you commence your trip and ends when you complete your trip. Alternatively cover will cease upon expiration of your policy, whichever is the first.
  • How your policies work – Pregnancy – Confusion has arisen with customers with exactly when the cover no longer applies to include emergency medical expenses. Following that feedback we have moved to clarify that week 28 is “inclusive”.
  • How your policies work – Medical cover – The wording has been reworded as in previous versions it seemed to suggest that the policyholder needed to declare the existing medical condition to Travel Administration Facilities and then to go and see the doctor to see if it is safe to travel. Whereas it should have been the other way round, with the importance being on seeing the doctor in the first instance before contacting Travel Administration Facilities.
  • Definitions – The following definitions have been included or amended where relevant:
    – Beach Swimming – New
    – BFPO – British Forces Posted Overseas – New
    – Business Equipment – New.
    – Close Relative – Updated to include Foster-child, Daughter-in-law, Son-in-law, Brother-in-law, Sister-in-law, Step-child, Step-brother, Step-sister, Aunt and Uncle.
    – Cruise – The definition has been reworded for clarity purposes – Updated.
    – Domestic Flights – New.
    – Family – New.
    – Home Country – removed “country of nationality” as it caused confusion throughout the document – Updated.
    – Off Piste – New.
    – On Piste – Updated.
    – Open Water Swimming – New.
    – Public transport – Previously included “Internal flights” within this definition which was confusing. Have replaced with “Domestic Flights” – Updated.
  • Conditions and exclusions applying to your policies
    – Activity packs There is an exclusion in this section around participation in any sports and activities unless the appropriate additional premium has been paid. This was incorrect in the previous wording as it covered all activity packs, whereas activity pack 1 is included as standard. Amended the wording to highlight this only applies to activity packs 2-8.
  • Activity packs – Definition of non-leisure activities – To clarify the winter sports cover we have amended the bracketed wording in bold at in the top text box to say as follows “(with the exception of winter sports, whereby you can opt to have specific winter sporting activities included, which will be covered for the entire duration of your trip)”. To clarify what we mean by non-leisure activities we have revised the wording to “(examples of non-leisure purposes include professional / semi-professional / paid / sponsored racing, timed events…..” Removed “Non-incidental” as not clear for customers. Have inserted new wording as follows – “The activities are covered on the basis that your chosen activity is not the sole purpose of your trip”.
  • Activity packs – The following has been updated in some activity packs for clarity purposes:
    – Cycling – Activity Pack 1 – have included altitude limit of 1,000m
    – Speed Trials / Time Trials – Have added bracketed wording to state “(Amateur – organised, not public roads)” as previous version did not include this and as such contradicted the definition of non-leisure purposes.
  • Data Protection wording – We have included Data Protection wording on the final page of the documentation explaining what tifgroup does with the personal information obtained.


April 2016 Changes


Policy A – Pre-Travel Policy

  • Cancellation of pre-paid excursions booked in the UK – We have added in a clarification bullet point confirming that we will cover cancellation of pre-paid excursions booked in the UK.


Policy B – Travel Policy

  • If your travel plans are disrupted – cancellation of your trip – Previous wording advised that we will pay up to a certain value if after 24 hours delay at the airport of your outbound journey from your home country you abandon the trip. Our definition of home country includes outside of the UK which was not correct for the purposes of this point. As such we have “home country” with “UK”.
  • Age Limit within Accidental Death and Disability – Increased minimum age limit from 16 to 18. The reason for this change is to reflect that a child cannot leave education in one form or another until 18 ( In conjunction with the confirmation that someone of the age of 18 or above can enter a legal contract (
  • Inclusion of the need for a Police report – Included wording throughout the document advising that a written Police report will be required when submitting a claim for loss of possessions.
  • Clarification of missed port benefit on Cruise cover – Where Cruise cover is relevant and there is a missed port benefit we previously did not include a “per port” breakdown. This has now been included for clarification purposes.
  • Additional Accommodation – Added wording within the “If you need emergency medical treatment” section for additional accommodation confirming that “Where our Emergency Assistance Facilities colleagues are arranging the booking it will be 3* standard where available”.
  • Cancellation of pre-paid excursions booked in the UK – We have added in a clarification bullet point confirming that we will cover cancellation of pre-paid excursions booked in the UK.
  • Winter sports extension – Where Winter sports extension is relevant we have expanded on the hemisphere dates to include date ranges for both Northern and Southern hemisphere dates, as well as clarification on the height limitations.



  • Your contribution – Following a review we have changed all use of the word “contribution” to “excess”. We made this change as people will be more familiar with the word “excess” when looking into insurance, so will provide clarity and familiarity moving forward.
  • Travellers Health Check – Following re-branding within tifgroup this is now known as Travel Administration Facilities.
  • Telephone Numbers – All telephone numbers have been migrated from the old 01732 / 0845 numbers to the new locall 0203 numbers.
  • Registered Address / Contact Address – tifgroup address amended throughout to 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY.
  • Material Fact – All references to “Material Fact” amended to “Relevant Information” for clarity purposes.
  • Definitions – The following definitions have been included when relevant:
    – Cruise
    – Emergency Treatment
    – Offshore and Inshore
    – Travelling Companion
    – Business Samples
    – Connecting Flights
    – Off-Piste
    – Back Country
  • Definition of close relative revision – Previous definition advises that the policyholder must have been with a spouse or partner for a minimum of 6 months, however, later the definition advised fiancée is covered. Because a person can be engaged in less than 6 months this definition was contradictory. As a result the definition has been revised to remove the time limit but to advise the policyholder must be living with the spouse or partner.
  • Pre-existing medical condition – It has become apparent that on previous versions there was a contradiction in terms of how far back declaration of a pre-existing condition must go. Under the Disclosure of Your Medical Conditions section we asked for conditions to be declared from up to the past 2 years, however, in the Conditions and Exclusions section we did not specify a timeframe. We have now aligned both sections to the 2 year timeframe.
  • Declared and accepted pre-existing conditions – We have now amended wording to show in the “Cover is only provided if” section where relevant that pre-existing conditions can only be declared and accepted by us in writing when it refers to the policyholder. We cannot obtain this information when it relates to a non-travelling close relative, the person you are intending to stay with, a business associate or travelling companion. As a result we have split them into two separate bullet points.
  • Motorised vehicle license – We have amended the wording within the Conditions and Exclusions section. Previously we were advising that you must hold a valid UK license, however, this might not be applicable in your home country. As such we have amended the wording to reflect the need for appropriate qualifications.
Please note, Holidaysafe's online prices automatically include a 15% discount against our Customer Service Centre prices.
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