FAQ's | Flexicover Travel Insurance

Frequently Asked Questions.

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, families and couples also have a discounted quote.

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.

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.

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.

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.

This will depend on how far you plan to travel, please enter each destination on our countries covered list and it will tell you exactly what geographical area to select.

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.

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.

This will depend on where in the world you want to travel as we have two different types of Worldwide cover. This includes: Worldwide Excluding USA, Caribbean, Canada, and Worldwide Excluding Mexico. You can find out more on our countries covered list and it will tell you exactly which geographical area to select.

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.

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. However. In the event that we are medically repatriating you and you have no pre-booked and paid return trip, the cost of the economy flight(s) will be deducted from your claim

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.

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 someone’s 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.

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.

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.

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.

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.

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 30 days.

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.

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.

The will depend on the type of policy you have, for more information, please contact our <a class=”waffle-rich-text-link” href=”https://www.flexicover.co.uk/help-centre/contact-us”>Customer Service team.</a>

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.

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.

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

Up to 65 = 94 days
66+ = Up to 31 days

If you are looking for an annual multi trip policy, the maximum trip duration for anyone up to the age of 85 is 31 days.

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.

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.

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

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.

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.

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.

Sometimes we may ask for additional information from yourself or a service provider which can take some time to obtain. If this does happen, the team will keep you up to date and set your expectations with time scales.

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 1073. 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.

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

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.

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.

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 1074

It is likely this will not be covered under your policy – please check your policy wording. Any changes by the airline provider will be the responsibility of them.

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 1073

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.

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;

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

This will be dependent on the policy you have chosen. Please check your policy wordings for what you are covered for. However, any losses arising due to debit or credit card fraud or any unauthorised use of such cards will not be covered.

No. Travel Insurance is designed to reimburse your for any costs you are unable to recover elsewhere and put you back in the same position as you were prior to travel.

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.

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.

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.

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.

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.

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

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.

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 contact 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.

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.

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.

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.

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.

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.

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.

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.

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 any medical information, please call our customer service team who can help you get this changed.

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.

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.

We define this in our wordings as: Your mother, father, sister, brother, spouse, civil partner, fiancÃƒÂ©/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.

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.

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.

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.

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

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.

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 1074, the team is available 24 hours a day, every day of the year.

We do not need to know when you plan to travel, provided you are travelling within the geographical area of your policy, and you are not travelling against the advice of the FCDO

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.

The EHIC/GHIC cards provides cover if you need medical treatment or assistance abroad within a state facility, since Brexit, some changes are that certain countries no longer accept this – so please check before travelling.

The EHIC/GHIC card will not cover you for any other reason. If you needed to cancel your trip, or come home early, or even if you were to lose your belongings, you would not be covered unless you have travel insurance.

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.

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

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.

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.

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.

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.

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 abroad under this policy. For more information please visit our policy wordings page.

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.

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.

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.

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.

If you purchase a single trip policy 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.

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.

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.

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.

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.

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.

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.

If you are still unable to find it, please do contact us and we will help you further.

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 have a EHIC/GHIC card this means that you will not have to pay an additional premium.

You can contact our assistance team on +44 (0) 333 005 1074, the team is available 24 hours a day, every day of the year.

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, they will make appropriate alternative arrangements.

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.

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.

Fit to fly certificates are only required if you are travelling whilst pregnant or you have a medical condition that may worsen whilst flying. You will need to contact your airline to see if this is something you will need. We do not require this from you.

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-existing medical conditions as well as maternity care. Please do double check on the government’s website as to where this will cover you.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

Yes, any changes required for the policy can be made within Customer Area. This includes people named on the policy, contact details, 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, you can do this on 0333 005 1071.

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 who will be happy to help.

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 who will be happy to assist.

No, your renewal quote lasts for 30 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.

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 you.

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.

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.

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 here.

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 here.

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 contact us and we will be happy to help.

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.

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.

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.

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 1074.

This will be dependent on the situation. Your policy may offer cover for a lockdown however, if your trip is cancelled by the travel providers (airline, hotel etc), it is their responsibility to reimburse you or offer alternative travel arrangements. If this is the case, we would suggest speaking with the claims team who will be able to advise you. They can be contacted here.

This is not something that is usually covered by your travel insurance. Please check your policy wording for more information. Lastly, the claims team will be able to inform you whether your policy does or does not provide this cover.

This is not something that is usually covered by your travel insurance. If your trip is cancelled by the travel providers (airline, hotel etc), it is their responsibility to reimburse you or offer alternative travel arrangements. If this is your case, we would suggest speaking with the claims team who will be able to advise you. They can be contacted here.

If you will be no more than 28 weeks pregnant by the time your trip is due to start (or 24 weeks for multiple births) a medical practitioner or midwife will need to confirm that you are fit to travel. If you are confirmed not fit to travel, or if you will be more than 28 weeks pregnant at the start of your trip, (24 weeks for multiple births), you can make a claim under Ã¢â‚¬Å“Cancelling Your TripÃ¢â‚¬Â provided you purchased this policy/booked a trip before you were aware you would not be able to travel.

From the start of week 29 to week 40 of the pregnancy, there is no cover for any claims relating to pregnancy.

This is not something that is usually covered by your travel insurance. We would suggest checking your policy wording or speaking with the claims team who will be able to advise you. They can be contacted here.

This is dependent 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.

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 does not fit this criteria and so a specialist Cruise extension would not be necessary.

We offer a Cruise extension to add onto onto your 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.

The EU Entry/Exit System (EES) is a new digital system being introduced to strengthen the EU’s external Schengen borders. Most non-EU citizens, including British citizens, will need to register their biometric details (fingerprints and a photograph) when entering or leaving the Schengen area.

You do not need to provide information before travelling. Registration happens at the border and usually only takes a few minutes. EES will eventually replace manual passport stamping.

The EES was introduced on 12^th October 2025. Its rollout is phased across Schengen border points, such as airports and seaports, over 6 months.

This means until April 2026, border procedures may vary between ports, and manual stamping may occur in some locations.

The EES applies to non-EU citizens and non-EU residents visiting the Schengen area for a short stay. It does not apply to EU citizens, residents of Iceland, Liechtenstein, Norway, or Switzerland, or to those holding long-stay visas or residence permits.

The EES helps digitise border controls and improve security by keeping a digital record of everyone entering and leaving the Schengen area. Fingerprints and a photo link a traveller’s biometrics to their document, helping to prevent the misuse of passports or their multiple use.

The EES will eventually replace manual stamping and help support the enforcement of the 90/180-day maximum stay rule in the Schengen area.

Registration happens the first time you cross a Schengen border. You’ll scan your passport, provide fingerprints, and have a photo taken. You may also be asked basic questions about your trip.

Depending on the port, registration could be done by a border guard, at a kiosk, or using a handheld tablet. Once your record is created, subsequent visits within the next 3 years (or until your passport expires) normally only require a single biometric check. A new record is needed if you return after three years or have a new passport.

This depends on your insurer and how they assess these medications. Some insurers require disclosure if the medication is part of your NHS medical record, while others may ask you to declare any medication — NHS, private or online. When in doubt, always contact your insurer before purchasing your policy.

For full guidance, read the full blog here.

These drugs are prescribed for medical reasons such as weight management, diabetes, or metabolic health. Because they relate to an underlying condition, insurers may treat them as a pre-existing medical condition. If relevant conditions or medications are not declared, claims could be refused or the policy could be voided.

Read the full details in the blog here.

If the medication is prescribed by your NHS GP and is part of your medical record, you generally need to declare the condition for which it is prescribed (e.g., diabetes or obesity). Always answer medical-declaration questions fully and accurately.

More information can be found in the blog here.

Private or online prescriptions may be treated differently depending on the insurer. Some insurers treat these the same as NHS prescriptions, while others may take a different approach. Check your policy wording or contact your insurer to confirm whether disclosure is required.