Frequently asked questions about Single Trip, Extended Stay, Annual Multi-trip travel insurance to Europe, Australia and New Zealand and Worldwide Global Response Assistance Services
Emergency phone no. +44(0)2920 468796
Emergency fax. no. +44(0)870 6061583

A2) Who do I contact to make a claim?

For Sections 1 to 10 and 12 to 19
Preferential Administration Services
6th Floor,
Central House,
Clifftown Road,
Southend on Sea,
Essex SS1 1AB.
Telephone: 0843 208 1895 Fax: 0870 423 1287
Quoting scheme number N800

For section 11
Lexceteras Limited
Minerva House
Holbeach Technology Park
Park Road
Holbeach
Lincolnshire
PE12 7PT
Telephone: 0843 208 2031 Fax: 01406 4930832

A3) Who do I contact in the event of an emergency abroad?

Global Response Assistance Services, Emergency phone no. +44(0)2920 468796, Emergency fax. no. +44(0)870 6061583.

B) Medical FAQ's

B1) Will the insurance still be valid if I enter No on the travel eligibility page, should I not wish to have my pre-existing medical condition covered?

Yes, by confirming no on the eligibility page regarding pre existing medical conditions, this acknowledges that you taking responsibility in respect of your pre-existing medical conditions. All medical requirements which are not related to the pre-existing condition will be covered in accordance with our terms and conditions.

B2) What happens if I have to go to hospital, just for the day?

For all outpatient treatment, up to a maximum of £200, please pay and claim on your return to the United Kingdom.

B3) Can I be covered in respect of my Pre-existing Medical Condition?

If you require cover for a pre-existing medical condition, please click on the 'Yes' button on the Travel Insurance Eligibility page on our website. This will transfer you to our online medical screening website, which can offer quotes for many pre-existing medical conditions.

B4) I am pregnant, can I still be covered?

Our policy does not offer cover for you undertaking a trip when travelling by air or sea if, at the start of your trip, during your trip or on your return date you are more than 36 weeks and 6 days pregnant for a single pregnancy, or more than 32 weeks and 6 days pregnant for a multiple pregnancy.

B5) What is the EHIC?

The EHIC or European Health Insurance Card is the replacement to the old E111. We ask that all travellers travelling to a European destination make sure that they have applied for and hold a valid EHIC. Using the EHIC might save you from having to pay a policy excess. For more information or to apply, please go to www.dh.gov.uk/travellers

B6) Do I need to have vaccinations?

You must seek advice from your doctors before deciding to travel as to whether you should receive inoculations or vaccinations prior to travel. Failure to do so would mean that your policy would exclude any claim arising as a result of, or relating to something you should have been vaccinated against.

C) Personal Possession FAQ's

C1) Is my camcorder covered whilst abroad?

Only to the maximum valuable item limit, as specified and in accordance with the terms and exclusions of Section G and the general exclusions of the policy (we recommend that you contact your household contents insurer in order to get valuable items cover added to your household contents policy).

C2) I have bought a Winter Sports policy, does it cover my own or hired skis?

The policy will not cover you to replace either your own or hired skis. It does however cover the cost of hiring replacement skis if the skis that you own are lost, delayed or damaged so that you may continue with your holiday. Certain restrictions apply, please check Section M of your policy wording.

C3) What should I do if an item of my personal belongings is lost, stolen or damaged whilst I am abroad?

You should report the theft, loss or damage to the local police, airline or relevant authority remembering to get a written report confirming this. If your claim related to a damaged item you must remember to bring it home with you as the insurers may wish to inspect the item. Please see Section G of your policy wording for full details.

C4) Does the policy cover my sunglasses or my prescription spectacles?

Unfortunately the policy would not cover any sort of eyewear, whether prescribed or not. This also includes contact and corneal lenses. Please see Section G of your policy wording for full details.

D) Policy FAQ's

D1) Can I buy your insurance whilst abroad?

No - You must buy your travel insurance before you leave the United Kingdom.

D2) I live outside of the UK, can I still buy this insurance?

No. Our policies are only available to people who have been permanently residing in the United Kingdom for 6 months or more.

D3) Do I have to pay a policy Excess?

Under most sections of your policy you will be expected to pay the first part of a claim (the excess). This ranges from £50 to £250, please check the individual sections of your policy for more information.

D4) Can I buy an Excess Waiver?

Unfortunately we do not offer an Excess Waiver.

D5) How many people can be covered on one policy?

Up to 7 people can be covered on an individual policy. Family policies are restricted to 2 adults (husband and wife or partners) and up to 5 dependent children or infants. Couple policies are restricted to a maximum of 2 people.

D6) Can I buy a policy for my child?

You can buy a policy where the child is the main insured. Please note that there may be some limitations on certain sections of the policy for claims made by a child. Please check Sections B and F of your policy wording for more information.

D7) Do we cover One-way trips?

Cover for One way trips is provided for a maximum of 7 days from date of departure for the insured to reach their final destination.

D8) Do I have to notify you every time I travel on an annual multi trip policy?

No, all we ask is that you make sure that you are aware of, and stick to the maximum single trip duration permitted by your policy. If you exceed the maximum single trip duration, you will not be covered for any part of that trip.

D9) Am I covered if any of the suppliers I purchased my holiday through go bust?

No - unfortunately, the financial failure of any supplier is not covered under our insurance. Please refer to the policy wording for more details.

D10) Am I covered in the unlikely event of a terrorist attack?

Any act of terrorism not involving the use of or release of or threat thereof of any nuclear weapon or any chemical or biological agents. This exclusion will not apply to section C - Personal Accident, Section A - Medical expenses or Section J - Hospital benefits, provided that the insured person suffering personal accident, injury or illness has not participated in or conspired in such activities.

D11) Am I insured for working abroad?

Yes, as long as it's not manual work. Manual work can be defined as work involving the use of any machinery, work higher than ground level or hazardous occupation, self-exposure to needless peril (except in an attempt to save human life), or you engaging in any criminal or illegal act.

E) Definitions FAQ's

E1) Do you class Uncles and Aunts as close relatives?

No - we only cover Brother, brother-in-law, common law partner, daughter, daughter-in-law, fiancé(e), grandchild, legal guardian, parent, parent-in-law, sister, sister-in-law, son, son-in-law, or spouse who live in the UK.

E2) Can my children travel independently on our family annual multi trip policy?

No, only the named insured adults may travel independently on a family policy.

F) Activities FAQ's

F1) Will I be covered to scuba dive when abroad?

Yes, we provide cover for people to scuba dive up to a maximum depth of 30 meters. This is subject to you holding an internationally recognised qualification to do so, or you being supervised by a qualified instructor. We only cover leisure scuba diving. Any scuba diving that relates to your employment or profession would not be covered. We also do not cover any scuba diving or marine equipment.

F2) Am I covered for Paragliding?

Please note: The sporting activities listing within our policy wording, are only covered when participating on an amateur and recreational basis. Racing or any competitive event of a professional nature are excluded from our cover.

There is no cover available for Paragliding if it is the main purpose of the trip. Cover is only available if the activity is undertaken on 'an occasional and incidental basis'.

F3) What is the definition of Off-Piste skiing?

The insured is fully covered to ski off piste in a ski resort with or without a guide, on their own or with others anywhere that the resort management would consider the normal off-piste ski area within a resort's ski boundaries. i.e. the off-piste between marked pistes, off to the sides of pistes and off-piste areas which can be accessed from the ski lift network and this cover is only applicable when it is considered safe and is not skiing against local recommendations or warnings.

F4) Am I covered for Camel trekking?

Camel trekking can be covered as standard.

F5) Am I covered for Catamaran sailing?

No cover for catamaran sailing outside coastal waters - this is normally deemed as 12 miles from shore but may differ according to region. Therefore, catamaran sailing from one country to another would not be covered.

F6) Am I covered for Kite Surfing?

Unfortunately, underwriters are unwilling to cover kite surfing under the policy.

F7) Am I covered for Wakeboarding?

Wakeboarding is covered. It is regarded the same as waterskiing.

G) Booking & Customer Service FAQ's

G1) Can I cancel the policy if I decide it is not for me?

Yes you can, but this is subject to you cancelling the policy within 14 days of purchase, and you not having travelled or being in the process of making a claim.

G2) What insurance documents should I take on holiday with me?

We always advise that you take a copy of all of your insurance documents with you as you never know when you might need them. The bare minimum you should ever travel with is a copy of our full policy wording along with a note of your policy number, level of cover and issuing agents name.

G3) Can I book a Travel insurance policy commencing today?

Yes Please click here to get a quote.

G4) Can you re-send my policy?

Yes click here and send over your details.

G5) My policy has incorrect personal details, can these be changed?

Yes click here and send over the correct details.

Travel Insurance Web site designed and developed by SW Technologies Ltd

Travel Insurance Website Development Specialists

014travelinsurance.com is a trading name of SW Technologies Limited.

SW Technologies Limited is authorised and regulated by the Financial Services Authority, registration number 480654.
© SW Technologies Ltd & 014travelinsurance.com 2006-2010.

Frequently Asked Question's

Contents