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About our travel insurance services

Please find below the terms that apply for customers who are arranging their travel insurance through us with the insurer.

About Flexicover

Flexicover, a division of Citybond Holdings plc, 109 Elmers End Road, Beckenham, Kent, BR3 4SY, is authorised and regulated by the Financial Conduct Authority (FCA) to transact general insurance business. Citybond’s FCA Registration number is 312208. You can check this information by visiting the Financial Services Register at or by contacting their consumer helpline on 0800 111 6768.

Our travel insurance products & service

This travel insurance is suitable for those who wish to insure themselves when travelling in respect of medical emergencies, cancellation, losses to baggage or money, personal liability and similar expenses incurred from their travel.

We only offer travel insurance products from a single insurer. We do not give advice or make personal recommendations in connection with any travel insurance product. However, we will ask you questions in order to provide you with a quotation, leaving you to make your own decision as to how you wish to proceed and whether this product fulfils your specific insurance requirements.

Insurance premiums & fees

We collect and hold insurance premiums as agent of the insurer. When we provide you with a quotation, we will tell you about any fees which may apply in addition to the insurance premium. The fees shown are current at the time of printing but we do reserve the right to vary them if necessary.

We may charge the following fees:

  •  Policy Issue  -  £1.80 per person
  •  Policy cancellation within 14 days  -  £9 per policy
  •  Information provision under the Data Protection Act  -  £10 per request
  •  In the event of other changes to the policy  -  An admin fee of £10 may apply.

Automatic renewal

You will receive a reminder about 3 weeks before your policy is due to expire. If you have chosen to take advantage of our automatic renewal service (where offered), you do not need to contact us, unless anything has changed, as we will use the details you gave us last year to renew your annual policy. We will tell you about any changes to the premium or the policy terms & conditions. If you arranged cover for any existing medical conditions, you will need to tell us about them again if you still want cover for them.

Please contact us by email on or by calling 0800 093 9495 if you do not wish to accept the renewal or any of your information has changed. You can opt-out of this service at any time by contacting us.

Your duty of disclosure

It is important that you provide us and/or your insurers with any information likely to affect the assessment and acceptance of your travel insurance. Where we ask for information please make sure it is accurate and let us know if there are any changes on an on-going basis. Please ensure you read the terms and conditions carefully to ensure that you are aware of the information that we and/or insurers will require relating to the travel cover we are arranging for you. If you are in any doubt as to whether information is relevant then you should call and discuss it with us and/or your insurers. If you have arranged a policy and you declare details of your change in health after the date you bought your policy we reserve the right to charge an additional premium to allow cover to continue, add further terms and conditions to your policy or exclude cover for claims arising from the change in health. If we are not able to provide cover for the change in circumstances or if you do not wish to pay the additional premium which is necessary to allow cover to continue, you will be entitled to make a claim under Section A (Cancellation) for your irrecoverable travel and accommodation costs. Alternatively, you will be entitled to cancel your policy, in which case, we may refund a proportionate amount of your premium.

Complaints procedure

We recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations, we are equally committed to dealing with any complaint in a thorough and professional manner.

If you wish to make a complaint about the sale of your policy, please contact us:

In writing, addressed to Customer Care Manager, Flexicover,109 Elmers End Road, Beckenham, Kent BR3 4SY; or By email to

If you cannot settle your complaint with us, you will be entitled to refer it to the Financial Ombudsman Service.

Financial Services Compensation Scheme (FSCS)

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and the circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS (

Your cancellation rights

If you wish to cancel your policy within 14 days of receipt of your policy documents, please contact us on or 0800 093 9495 for a refund providing you have not travelled and no claim has been made. If you cancel after the first 14 days of receipt of the documents no premium refund will be made except at our discretion.

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