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.

We can only cover full trips that depart from and return to the UK. However we work with a number of specialist partners who should be able to help you. 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 covers skiing, snowboarding and more - and includes protection for your equipment, off-piste runs and piste closure. Just add our winter sports extension when getting your quote – available for single trips of up to 31 days duration. If you have an Annual Multi-Trip policy the winter sports extension will provide you with winter sports cover for up to a maximum of 17 days per year. You can find out more here.

An excess is your contribution in the event of a claim, which under the Travel Insurance 4 Medical policy is between £70 and £100 per person per claim under most sections of the policy. If you would like further information please call our customer service team on 0345 90 80 121.

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

We define a cruise as a trip involving a sea voyage of more than 3 days in total duration, where transportation and accommodation is primarily on an ocean going passenger ship.

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 built around flexibility. We offer three main types of policy based on your budget and the way you like to travel. You can choose between single trip and annual multi trip policies. The cheapest option is our Economy Extra policy, ranging up to our Superior policy which gives the highest level of cover for extra baggage, cancellation and medical cover up to £10 million as well as lots of other benefits. All of our policies have optional extras that allow you to travel your way. We also offer three policies especially designed to cover backpacking and longer trips abroad.

We don't distinguish between business and leisure. If you buy annual travel insurance, for example, you will be covered to travel for business, for pleasure, on your own or with the family. You can also extend the policy to include winter sports like snowboarding and skiing.

Our policies do not cover any claim caused by you undertaking manual work during the period of your trip. Manual work is defined as any work that is physical, including, but not limited to construction, installation, assembly and building work. Including working with domestic or wild animals. Humanitarian, carer or work in any medical capacity. This does not include bar and restaurant staff, non-professional musicians, singers and fruit or vegetable pickers.

All the details you need for making a successful 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 Medical Emergency 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 Expenses section of our policies where deemed necessary and approved in advance by the Medical Emergency 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.

We can cover emergency medical expenses for pregnancy/childbirth from week 0 to week 28 (or 24 weeks for multiple births). 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.

For cover to apply the insurer would require that a medical practitioner confirms in writing that when you purchased this policy or booked the trip the non-insured party was not seriously ill in hospital or receiving palliative care and there was no reason to expect their state of health to deteriorate so much that you would need to cancel.

For travellers aged 70 or below, we can cover trips up to a maximum of 171 days. We can also provide cover for people aged up to 100 for trips up to 31 days or more - depending on your specific age. 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.

With our annual multi-trip policies you can travel as many times as you like across your twelve-month period of cover. If you are aged 70 or below, you are covered as standard to travel for up to a maximum of 31 days per trip. You will then have the option to buy a policy extension that can increase this to a maximum of 60 days per trip. If you are aged between 71 and 79, you are covered for up to 31 days per trip. Please note we can only offer Worldwide including USA, Caribbean, Canada & Mexico annual policies up to the age of 75.

The age limit for our annual policies is 79 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.

Travellers aged 18 or over can travel together or separately on our annual multi-trip policies.

We cannot cover anyone aged under 18 to travel independently of the named adults on the policy.

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.