Travel insurance FAQs

You can contact us via telephone, live chat and email. All the details you need are on our Contact Us page.

Our customer service team is available Monday to Friday from 09:00 until 17:00. You can get in touch here.

Yes, of course. It's a simple step-by-step process that takes just a few minutes. Get started here.

We can only provide cover if you have not yet departed the UK. However we work with a number of specialist partners who should be able to help you. Find out more.

This policy will cover a one-way trip, beginning in the United Kingdom, but only for the first three days (including the date of departure). We will not pay for any expenses you have which are related to incidents which happen after this period.

We also work with a number of specialist partners who should be able to help you if you require cover for longer durations. Find out more.

Yes! We will happily look to make any necessary adjustments to your policy, whether it be the dates, destination or cover limits. Please call our customer service team on 0345 90 80 121.

Your documents should be automatically emailed to you, within a few minutes of your purchase. If this is not the case then please go to our Contact Us page, where you can request for your documents to be resent. We always recommend you check your junk folder before calling us.

Our policies include complimentary cover for more than 150 sports and activities as standard. To find out more, visit this page.

Absolutely! Our winter sports extension provides cover for skiing, snowboarding and more. It also includes protection for your ski equipment, ski pack, piste and avalanche closure. Simply add the winter sports extension when obtaining your quote. For single trips, winter sports will offer cover for a maximum of 31 days. For annual multi-trips, winter sports offers cover for a maximum of 17 days per year. You can find out more here.

An excess is the amount you must pay towards a claim. The excess ranges from £70 to £95 per person, per section of cover, per claim, depending on the level of cover you have purchased. For claims involving the loss of a deposit only, the excess is reduced to between £50 and £75, depending on the type of policy purchased and the level of cover selected. For more information, please contact our customer service team at 0345 90 80 121.

To be covered for a cruise holiday, you need to add the cruise extension to your policy. This option will be available during the quote process.

A cruise is defined as a trip that includes a sea voyage lasting more than two days, with transportation and accommodation primarily on an ocean-going passenger ship.

Yes, we offer a range of policies that are available for travel to anywhere in the world, as long as the Foreign, Commonwealth & Development Office (FCDO) isn't advising against visiting said country/region. Our range of policies gives you the flexibility to choose a policy that suits your plans as well as your budget. You can find the FCDO's latest advice for the country you are visiting here.

Our policies are designed with flexibility in mind, allowing you to tailor cover to fit your budget and needs. Choose from single trip, annual multi-trip, backpacker or long-stay policies. Our products include cancellation, curtailment, baggage, personal money and medical cover of up to £10 million, along with many additional benefits. Our policies also offer a range of optional extras, to let you customise your policy to suit your travel plans.

We don't distinguish between business and leisure travel. Our travel insurance provides coverage for cancellation, emergency medical expenses, personal baggage, travel delay and more, regardless of whether you're traveling for work or pleasure.

However, the policy excludes compensation or legal costs for claims arising from carrying out any business, trade, profession, or occupation. It also does not cover the loss, theft or damage of business goods, samples, tools of trade, motor accessories or other items used in connection with work.

For details on exclusions related to business activities, please review the full policy wording.

Our policies do not cover any claims arising from manual work undertaken during your trip. Manual work is defined as any work above ground level, work using cutting tools, power tools and machinery, work involving hands-on involvement with the installation, assembly, maintenance or repair of electrical, mechanical or hydraulic plant equipment, undertaking work of a plumber, electrician, lighting or sound technician, carpenter, painter/decorator or builder or manual labour of any kind.

All the details you need for making a claim are on this page.

We are here to help you. Should you be admitted to hospital or require any ongoing outpatient treatment you will need to contact the Emergency Assistance Service. All the information you need is on this page.

Not automatically. However we offer a mobile phone and gadget extension, which is easy to add to your policy and should provide the cover you need. Please call our customer services team on 0345 90 80 121 to find out more.

Our policies don't automatically cover gadgets like tablets, laptops and mobile phones. However we do offer a gadget extension, which is easy to add to your policy and should provide all the cover you need. Please call our customer service team on 0345 90 80 121 to find out more.

Our Superior travel insurance policy offers up to £5,000 cancellation for each insured person as standard. Call us on 0345 90 80 121 to find out more.

Unfortunately we are not able to provide cover for non-UK residents. However we work with specialist partners who may be able to help you. You can find out more on this page.

Yes, repatriation is covered under the Emergency Medical and Other Expenses section of our policies where deemed necessary and approved in advance by the Emergency Assistance Service.

Yes. In fact, we are experts. We cover a wide range of health problems and offer specialist insurance for existing medical conditions. Our in-house screening team are happy to answer any questions and will undertake a simple process of questions and answers before offering you any available holiday insurance policies.

We cover a wide range of conditions such as angina, asthma, HIV, blood pressure, heart conditions, diabetes and osteoporosis on a daily basis. We also offer cancer travel insurance.

Yes. In order to make sure you get the most appropriate policy, we do need to screen all customers who have medical problems or existing conditions. We operate our medical screening service completely in-house from our UK call centre. That means when you get a quote for medical travel insurance you can buy the cover at the same time, all in the same call.

Yes you can. We offer an online screening service so you can buy travel insurance for existing medical conditions quickly and easily. Just follow the steps. You can start a new quote here.

If you are unable to locate your existing medical condition online then please contact our customer service team who will be able to help you on 0345 90 80 121.

In many cases we can offer medical travel insurance without any additional premium being payable. Where an extra payment is due, we try and keep it as low as possible.

Yes, you can still get travel insurance. However, cover for pregnancy-related claims is limited to complications of pregnancy and childbirth, as defined by the policy. Routine pregnancy care, standard childbirth and claims outside the scope of defined complications are not covered. For more details please take a look at our policy wording or call our customer service team on 0345 90 80 121.

Yes please. We will need to speak with you to update your policy to make sure full cover can be provided. Otherwise your policy may be invalid. Please call our customer service team on 0345 90 80 121. Alternatively use the link on our Contact Us page to request a call back.

This insurance does not cover claims related to medical conditions of an immediate relative (as per the close relative definition in the policy wording), unless the person's medical practitioner confirms that, at the time of purchasing this insurance policy or booking your trip (whichever is later), there was no significant likelihood of the condition worsening to the point of requiring a cancellation or curtailment claim. If the medical practitioner cannot provide this confirmation, any claim arising from the medical condition will be excluded.

Maximum trip length is based on a person's age. For persons up to 70 years old, the maximum duration is 185 days. We also provide cover for persons up to 100 years, for a maximum of 31 days. Please refer to the policy wording for full details. Get a quote to find out more or call our customer service team on 0345 90 80 121.

The age limit for standard single trip policies is 100. The maximum trip duration you can purchase varies by age.

We cannot provide a policy for anyone aged 17 or under to travel independently of the named adults on a policy.

For single trip policies you are covered for cancellation from the date your premium is paid.

The maximum trip duration under an annual multi-trip policy is 31 days. The maximum age for this policy is 79 years at the time of purchase. We also offer an option to extend the maximum trip duration to 60 days per trip. This option is available for an additional premium and is only valid if confirmed on your policy schedule. The maximum age for this extension is 70 years.

Please note we can only offer Worldwide including USA, Caribbean, Canada & Mexico annual policies up to the age of 75.

The maximum age for an annual policy is 79 at the time of purchase for our 31 day multi-trip cover, and 70 where our 60 day optional extension is added. However we can cover travellers aged up to 100 with our single trip policies. Please note we can only offer Worldwide including USA, Caribbean, Canada & Mexico annual policies up to the age of 75.

This travel insurance covers each insured person to travel independently, provided that any children under 16 are accompanied by a responsible adult.

Under this travel insurance, children under the age of 16 must be accompanied by a responsible adult. While each insured person is covered to travel independently, children are not covered to travel alone unless they are accompanied by an adult.

For annual multi-trip policies you are covered for cancellation from the start date shown on your policy documents, which can be up to 31 days from the date of purchase. If you would like to bring the start date forward in order to be covered sooner, please call our customer services team on 0345 90 80 121.

With our backpacker and longstay policies you can travel for up to 558 days per trip. Our backpacker policies allow you to make 2 return trips to your home country during any policy period each up to a maximum of 21 days per trip. Please see the policy wording for more details of the return home cover.

The age limit under the backpacker and longstay policies is 55.

For backpacker and longstay policies you are covered for cancellation from the date you pay your premium.

It is not essential to have a return ticket to the UK but if you don't have one then claims for events such as missed departure and connections outside the UK or curtailment will not be covered by the policy.