Travel Insurance – Useful Information How to contact us

Claims Notification Before your trip

To make a claim under all sections please contact 0203 475 3630 • If you want to make a change to your policy contact the broker that sold you
For medical assistance and repatriation claims please contact +44 203 475 3630 this policy or call the travel helpline on 0800 389 5904.
When calling the emergency and medical service team, tell them you have a DOA • If you need to cancel your trip you can make a claim online 24/7 at
Sunworld or DOA One Solution Travel (OST) Policy and quote your policy number in https://uk.claims.axa.travel or call 0203 475 3630 Monday to Friday between
full. 9am and 5pm.
You can make a claim online 24/7 at https://uk.claims.axa.travel
During your trip
Making yourself heard • In an emergency you should contact the emergency services straight away.
Any complaint you may have should in the first instance be addressed to the
• If you are in hospital contact our Medical Assistance Service as soon as
relevant helpline as outlined within the policy wording.
possible or if you need medical assistance whilst abroad contact our medical
If the complaint is still not resolved, you can approach the Financial Ombudsman
assistance team on +44 203 475 3630
Service. Referral to the Financial Ombudsman will not affect your right to take legal
If you want to cut short your trip contact our assistance team on +44 203 475 3630
action. Full details of addresses and contact numbers can be found within the
Just tell them you have a Sunworld policy through David Oliver Associates
‘Complaints procedure’ section.
Policy and quote your policy number.
• Our team will:
Financial Services Compensation Scheme (FSCS) o Ensure you are receiving appropriate treatment in a safe facility,
We are covered by the Financial Services Compensation Scheme (FSCS). You may o help make arrangements if you need medical assistance whilst abroad,
be entitled to compensation from the scheme in the unlikely event we cannot o arrange appropriate repatriation should we agree it is medically necessary,
meet our obligations to you. This depends on the type of insurance and the o assist if you need to cut short your trip.
circumstances of the claim. Further information about the compensation scheme
Please note repatriation arrangements and medical expenses will only be
arrangements is available from the FSCS (www.fscs.org.uk) or call them on 0800
covered in full if your claim is covered.
678 1100.
• If you want to extend your trip or check your cover contact the broker that sold you
this policy or call the travel helpline on 0800 389 5904
Cancellation Period
You are free to cancel this policy at any time. If you wish to cancel within 14 days of:
After your trip
• Single trip: the issue date
• If you have out of pocket expenses you can make a claim online 24/7 at
• Annual multi trip policy: the start date https://uk.claims.axa.travel or call 0203 475 3630 Monday to Friday between
or the receipt of the policy documents whichever is the later, you may do so by 9am and 5pm.
contacting your broker that sold you this policy as soon as possible or call the travel
• If you want to make a complaint contact 0203 475 3630.
helpline on 0800 389 5904, for a full 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 Remember to check your cover
will be made. It’s important that you take the time to read the information within your policy
wording to make sure that it meets your needs. In particular you should make sure:
• You have told us about all the pre-existing medical conditions suffered by all
1 B2B/B2C 06/02/24
 people insured by this policy. More information can be found on page 8.
• That any sports and activities that you’ve got planned are covered. More
Covid scenarios
details can be found on page 8.
• You are not travelling for longer than your cover allows or to a country which is We understand that it is important you know what cover is in place if Coronavirus
not covered. More information can be found on your Insurance Certificate. or COVID-19 effects your trip.
We hope the scenarios below explain some of what we do or don’t cover:

Cancellation due to COVID-19

Your policy will cover you subject to the terms and conditions, if you need to cancel
your trip because:
• You or a close relative have COVID-19
• You are required to self-isolate, subject to a positive test result/confirmation
from a GP, or notification from the Track & Trace system
• Someone you were due to travel with or stay with on your trip needs to self-
isolate.

Your policy will not cover you to cancel your trip if:
• You don’t want to quarantine or self-isolate when you return to your home area
• You are unable to travel because the government/or another regulatory
authority have imposed restrictions, including national lockdown or tiers
• Any costs for your Package holiday if it was cancelled by your travel provider or
you were unable to travel due to a change in FCDO travel advice
• You cannot travel due to a pandemic illness or personal quarantine within the
first 48 hours of the policy purchase date.

Cutting your trip short

Providing you aren’t travelling against the advice of Foreign, Commonwealth &
Development Office (FCDO) or another regulatory authority then you are covered
subject to the terms and conditions, if you need to cut your trip short because:
• The Foreign, Commonwealth & Development Office (FCDO) or other regulatory
authority in a country in which you are travelling in advise you to evacuate or
return to your home area
• You have been denied boarding at your UK departure point because you have
COVID-19 symptoms
• If you need to come home early because a close relative has COVID-19.

Your policy will not cover:

• You wishing to return home early to avoid the need to quarantine.

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Emergency medical cover for COVID-19 About your policy wording
If you develop COVID-19 whilst abroad your policy will cover you subject to the terms
and conditions for: If you have any queries about your cover, you can call us on the number listed in the
• Emergency medical treatment, repatriation and other expenses Important telephone numbers section.
Please make sure you have your policy number when you call.
• Additional transport and accommodation if you are unable to return home as
planned.
We want you to get the most from your policy and to do this you should:
Your policy will not cover: • read your policy wording and make sure you are covered for the sort of
losses/incidents you think might happen
• Your travel to a country, specific area or event when the Travel Advice Unit of
the Foreign, Commonwealth & Development Office (FCDO) or regulatory • make sure that you understand the exclusions and conditions which apply to
authority in a country to/from which you are travelling has advised against all your policy because if you do not meet these conditions it may affect any claim
travel or all but essential travel. you make.

Remember, no policy covers everything. We do not cover certain things such as, but
not limited to:
• Pre-existing medical conditions as described in the pre-existing medical
conditions section (unless you have completed an online medical screening
on our website or contacted us and we have accepted in writing)
• Losses that we do not state are specifically covered
• Circumstances known to you before you purchased this insurance
which could reasonably have been expected to lead to a claim will not
be covered
• The intention of this policy is to cover the entire trip. The policy will need to
cover the date that your trip begins until the date you return to the UK
inclusive
• Any trip that has already begun when you purchased this insurance will not be
covered
• Losses which occur outside of a valid trip (with the exception of Section 1 –
Cancelling or cutting short a trip, see the definition of Insurance period for full
details).

The things which are not covered by your policy are stated:
• In the ‘General exclusions applying to your policy’ section
• Under ‘What IS NOT covered’ in each section of cover.

If we do not state that something is covered, you should assume that it is not
covered.

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Introduction Words with special meanings
This is your travel insurance policy. It contains details of what is covered, what is Throughout your policy wording, certain words are shown in bold type. These words
not covered and the conditions for each insured person and is the basis on which have special meanings which are listed below.
all claims will be settled. Section 5a Legal expenses and assistance and Section 6 Personal accident have
unique ‘Words with special meanings’ which can be found at the beginning of the
It is confirmed by the issue of the policy certificate which should be read in section.
conjunction with this policy wording.
In return for having accepted your premium we will provide insurance in Accident(s)/Accidental
accordance with the sections of your policy as referred to in your policy certificate. A physical injury caused by sudden, unexpected, external and visible means
including injury as result of unavoidable exposure to the elements.
The policy certificate is part of the policy.
Baggage
When taking out, renewing or making changes to this policy, you must take Any items which belong to you which are worn, used or carried by you during a trip
reasonable care to provide accurate and complete answers to all questions. We (but excluding ski equipment, golf equipment, valuables, personal money and important
may ask you to provide further information and/or documentation to ensure that documents)
the information you provided when taking out, making changes to or renewing
your policy was accurate and complete. Catastrophe
You must tell us as soon as reasonably possible if your circumstances change or if Means any of the following which results in you being unable to use your booked
any of the information shown on your policy certificate, changes during the accommodation:
insurance period. • fire,
If you need to make any changes to the details contained on your policy certificate, • flood,
you should contact your broker as soon as possible or call the travel helpline on • earthquake,
0800 389 5904. We will then advise if those changes can be made and whether
• explosion,
any additional premium is required.
• volcanic eruption and/or volcanic ash clouds,
• tsunami,
• landslide,
• avalanche,
• hurricane,
• storm,
• civil commotion and/or civil unrest not assuming the proportions of or
amounting to an uprising,
• an outbreak of food poisoning
meaning you cannot use your booked accommodation.

Close relative
Your mother, father, sister, brother, fiancé(e), wife, husband, civil partner, domestic
partner, daughter, son, grandparent, grandchild, parent-in-law, son-in-law, daughter-
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in-law, step parent, step child, step sibling, next of kin, your guardian, anyone who Home area
you have guardianship of or anyone for whom you have power of attorney. For residents of UK excluding Channel Islands and Isle of Man your home area means
UK excluding Channel Islands and Isle of Man.
Colleague For residents of the Channel Islands and the Isle of Man, your home area means
An associate in the same employment as you in the UK, whose absence from work either the particular Channel Island on which you live or the Isle of Man depending
necessitates your stay in or return to the UK. on where your home is.
Cruise
A trip involving a sea or river voyage of more than one night, where transport and Important Documents
accommodation is primarily on an ocean/river going passenger ship, liner or cruiser. Passport, travel tickets, visas, travel permits, bio-metric card and driving licence.
Insurance Period
Cut short/Cutting short If annual multi trip cover is selected: cover is provided for the 12-month period as
Either: stated in the policy certificate. During this period, any trip not exceeding the
a) you cutting short the trip after you leave your home by direct early return to maximum nights shown in your policy certificate is covered. Section 1 – Cancelling or
your home. cutting short a trip cover will start from the date stated in the policy certificate or the
b) you attending a hospital after you leave your home as an in-patient or being time of booking any trip (whichever is later).
confined to your accommodation due to personal quarantine, in either case for If single trip cover is selected: cover is provided for the period of the trip and finishes
more than 24 hours. when the trip ends, providing the trip doesn’t exceed the period shown in the policy
Claims will be calculated on the number of nights of your trip you missed due to certificate. Under these policies you will be covered under Section 1 – Cancelling or
your early return or the number of nights which you were hospitalised, cutting short a trip from the time you pay the premium.
quarantined or confined to your accommodation. For either annual multi trip or single trip: cover for all other sections applies for the
Claims under part b), above, will only be paid for the ill/injured/quarantined/confined length of each trip. The insurance period is automatically extended if your return to
insured person, but where we or the Emergency Medical Assistance Service agree for your home area is unavoidably delayed due to an event covered by this policy.
another insured person (including any children travelling with them) to stay with you,
we will also pay for that insured person’s proportion only of any unused travel and Insured person/You/Your
accommodation costs and expenses they were unable to use during that time. Each person travelling on a trip who is named on the policy certificate.

Excess Insurer
The amount you pay per person, per incident, per trip but is limited to two excess The service provider, arranged by Inter Partner Assistance S.A.
amounts if more than one person is claiming per trip. This is set out in the
table of benefits. Medical condition
If you use a Reciprocal Health Arrangement or any other arrangement with another Any disease, illness or injury.
country to reduce your medical expenses, you won’t have to pay an excess.
Medical practitioner
Golf Equipment A registered practising member of the medical profession recognised by the law of
Golf clubs, golf balls, golf bag, golf shoes and non motorised trolley. the country where they are practising, who is not related to you or any person who
you are travelling with.
Home
Your permanent place of residence in the UK. Personal money
Travellers’ and other cheques, event and entertainment tickets and pre-paid
vouchers.
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 • retained placenta membrane,
Personal quarantine • placental abruption,
A period of time where you are suspected of carrying an infection or have been • hyperemesis gravidarum,
exposed to an infection and as a result are confined or isolated on the orders of a
• placenta praevia,
medical professional or public health board in an effort to prevent disease from
spreading.
• stillbirths,
• miscarriage,
Pre-existing medical condition(s) • termination for medical reasons,
You need to tell us about the following medical conditions from which you have • any premature births more than 8 weeks (or 16 weeks in the case of a
suffered from or received medical advice, treatment (including surgery, tests, known multiple pregnancy) before the expected delivery date.
investigations by your doctor / consultant /specialist) or prescribed drugs or
medication in the last five years: Pre-paid charges
• Any breathing condition (including asthma, bronchitis and chronic obstructive Charges you have paid before you travel, or are contracted to pay for, including
pulmonary disease) but not limited to the following: car hire, car parking, airport accommodation,
• Any heart-related or blood circulatory condition (including high blood pressure airport lounge access, kennel and cattery fees
and high cholesterol) • Ski school fees, lift passes and hired ski equipment will only be covered provided
• Any neurological condition (including stroke, brain haemorrhage, multiple you have purchased the additional Winter Sports section.
sclerosis, epilepsy and dementia) • Green fees and hired golf equipment will only be covered provided you have
• Any chronic condition that can be controlled but not cured (including back purchased the additional Golf section
pain, Crohn’s, diverticular and coeliac disease and ulcerative colitis) • Shore trips will only be covered provided you have purchased the additional
• Any Diabetic condition and any renal, kidney or liver condition Cruise cover section.
• Any cancer condition (including leukaemia, non-Hodgkin’s lymphoma and
Public transport
any type of skin cancer)
Train, tram, bus, coach, ferry service or airline flight operating to a published
• Any psychiatric or psychological condition (including anxiety, stress and
timetable, and pre- booked taxis.
depression)
And or
Redundant/Redundancy
• You need to tell us about any other medical condition from which you have Being made unemployed through the loss of permanent paid employment (except
suffered in the last 12 months for which you have been referred to or been voluntary redundancy) and at the time of booking your trip or purchasing the policy
seen by a hospital doctor.
you, or your travelling companion had no reason to suspect that you would be made
redundant.
Pregnancy Complication
• Toxaemia, Regional quarantine
• gestational hypertension, Any period of restricted movement or isolation, including national lockdowns, within
• gestational diabetes, your home area or destination country imposed on a community or geographic
• pre-eclampsia, location, such as a country or region, by a government or public authority.
• ectopic pregnancy,
• molar pregnancy, Ski equipment
Skis (including bindings), ski boots, ski poles and snowboards.
• post-partum haemorrhage,

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Terrorist Action Unattended
The actual or threatened use of force or violence against persons or property, or When you are not in full view of and not in a position to prevent unauthorised
commission of an act dangerous to human life or property, or commission of an interference with your baggage, valuables, ski equipment, important documents or
act that interferes with or disrupts an electronic or communications system, personal money (including cash), property or vehicle.
undertaken by any person or group, whether or not acting on behalf of or in
connection with any organisation, government, power, authority or military force, Valuables
when any of the following applies: Means the below list (including any associated equipment);
• the apparent intent or effect is to intimidate or coerce a government or • Jewellery
business, or to disrupt any segment of the economy; • Watches and fitness trackers
• the apparent intent or effect is to cause alarm, fright, fear of danger or • Cameras
apprehension of public safety in one or more distinct segments of the • Camcorders
general public, or to intimidate or coerce one or more such segments; • Satnavs (including GPS trackers)
• the reasonably apparent intent or effect is to further political, ideological, • Telecommunications equipment (including mobile phones)
religious or cultural objectives, or to express support for (or opposition to) a
• Other electronic entertainment devices (including but not limited to mp3 or
philosophy, ideology, religion or culture.
4 players, and held games consoles, tablets, e-readers, and headphones).

Travelling Companion
We/Us/Our
Any person with whom you are travelling/staying or have arranged to travel/stay
This policy is underwritten by Inter Partner Assistance S.A. UK Branch, which is part
with. This person does not have to be insured by your policy.
of the AXA Group.

Trip(s)
You/Your/Yourself
The period of time spent away from your home on pre-booked business or leisure
See the definition of insured person.
travel.
If single trip cover is selected: cover is provided for the period of the trip and finishes
when the trip ends, providing the trip doesn’t exceed the period shown in the policy
certificate.
If annual multi trip cover is selected: the maximum duration of any one trip is
shown in your policy certificate. If any trip exceeds your maximum number of
nights there is no cover under this policy for any of your trip. Trips outside of the
UK must start and end in the UK.
Your policy is valid for travel within your home area where you have at least two nights
planned with pre-booked accommodation.
Please note: Any trips to a country, specific area or event when the Travel Advice
Unit of the Foreign, Commonwealth & Development Office (FCDO) or regulatory
authority in a country to/ from which you are travelling has advised against all
travel or all but essential travel are not covered.

UK/United Kingdom
England, Wales, Scotland, Northern Ireland, Isle of Man and Channel Islands.

7
 Solomon Islands, Somalia, South Africa, Spratly Islands, Sri Lanka, St. Helena, St.
Geographical areas Pierre & Miquelon, Sudan, Suriname, Swaziland, Syria, Taiwan, Tajikistan, Tanzania,
Thailand, Togo, Tokelau, Tonga, Tromelin Island, Tunisia, Turkey, Turkmenistan,
United Kingdom Tuvalu, Uganda, United Arab Emirates, Uruguay, Uzbekistan, Vanuatu, Venezuela,
England, Wales, Scotland, Northen Ireland, Guernsey, Isle of Man, Jersey. Vietnam, Wake Island, Wallis/Futuna Islands, West Bank, Western Sahara, Yemen,
Zaire, Zambia, Zimbabwe.
Europe - including United Kingdom.
Albania, Andorra, Armenia, Austria, Azerbaijan, Azores, Belarus, Belgium, Bosnia & Worldwide - any country in the world.
Herzegovina, Bulgaria, Corsica, Crete, Croatia, Cyprus, Czech Republic, Denmark, Including Anguilla, Antigua & Barbuda, Aruba, Bahamas, Barbados, British Indian
Estonia, Faroe Islands, Finland, Formentera, France, Fuerteventura, Georgia, Ocean, Canada, Caribbean, Cayman Islands, Cuba, Dominica, Dominican Republic,
Germany, Gibraltar, Gozo, Gran Canaria, Greece, Hungary, Ibiza, Iceland, Ireland, Grenada, Guadeloupe, Haiti, Honduras, Jamaica, Martinique, Mexico, Montserrat,
Italy, La Gomera, Lanzarote, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands Antilles, Nicaragua, Puerto Rico, St. Kitts & Nevis, St. Lucia, St. Vincent
Macedonia, Madeira, Majorca, Malta, Menorca, Moldova, Monaco, Netherlands, & The Grenadi, Trinidad & Tobago, Turks & Caicos Islands, United States, Virgin
Norway, Poland, Portugal, Rhodes, Romania, Russia, San Marino, Sardinia, Serbia & Islands (U.S.).
Montenegro, Sicily, Slovakia, Slovenia, Spain, Svalbard, Sweden, Switzerland,
Ukraine, Vatican City State.

Worldwide Exc USA, Canada, Mexico, Caribbean Islands - any country in the world
excluding USA, Canada, Mexico, Caribbean Islands.
Afghanistan, Algeria, American Samoa, Angola, Antarctica, Argentina, Ascension,
Ashmore/Cartier, Australia, Bahrain, Baker Island, Bangladesh, Bassas Da India,
Belize, Benin, Bermuda, Bhutan, Bolivia, Botswana, Bouvet Island, Brazil, British
Virgin Islands, Brunei, Burkina Faso, Burundi, Cambodia, Cameroon, Canal Zone,
Cape Verde, Central African Republic, Chad, Chechnya, Chile, China, Christmas
Island, Clipperton Island, Cocos Islands, Colombia, Comoros, Congo, Cook Islands,
Coral Sea Islands, Costa Rica, Cote Divoire, Djibouti, Ecuador, Egypt, El Salvador,
Equatorial Guinea, Eritrea, Ethiopia, Europa Island, Falkland Islands, Fiji, French
Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Gaza Strip,
Ghana, Glorioso Islands, Greenland, Guam, Guatemala, Guiana South America,
Guinea, Guinea-Bissau, Guyana, Heard/Mcdonald, Hong Kong, India, Indonesia,
Iran, Iraq, Israel, Jan Mayen Islands, Japan, Jarvis Island, Johnston Atoll, Jordan,
Juan De Nova Island, Kazakhstan, Kenya, Kingman Reef, Kiribati, Korea, North,
Korea, South, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Libya, Macau,
Madagascar, Malawi, Malaysia, Maldives, Mali, Man, Marshall Islands, Mauritania,
Mauritius, Mayotte, Micronesia, Midway Island, Mongolia, Morocco, Mozambique,
Myanmar, Namibia, Nauru, Navassa Island, Nepal, New Caledonia, New Zealand,
Niger, Nigeria, Niue, Norfolk Island, Northern Mariana Islands, Oman, Pakistan,
Palau, Palmyra Atoll, Panama, Papua New Guinea, Paracel Islands, Paraguay, Peru,
Philippines, Pitcairn Islands, Qatar, Reunion, Russia East Of Urals, Rwanda, Samoa,
Sao Tome & Principe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore,
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About your insurance contract Duration
This policy lasts for a period of 12 months, or if it is for a single trip – Please refer to
Your policy is a legal contract between you and us.
your policy certificate for your selected cover.
The laws of the UK allow both parties to choose the law which will apply to this
contract. However, your policy will be governed by the law of England and Wales
Cancellation period
unless you and we have agreed otherwise.
You are free to cancel this policy at any time. If you wish to cancel within 14 days of:
• Single trip: the issue date
The Insurer
This policy is underwritten by Inter Partner Assistance S.A. • Annual multi trip policy: the start date
Inter Partner Assistance S.A is authorised and regulated by the National Bank of or the receipt of the policy documents whichever is the later, you may do so by
Belgium, with a registered head office at Boulevard du Régent 7, 1000 Brussels, contacting your broker that sold you this policy as soon as possible or call the
Belgium. Authorised by the Prudential Regulation Authority (firm reference travel helpline on 0800 389 5904, for a full refund providing you have not
number 202664). Subject to regulation by the Financial Conduct Authority and travelled and no claim has been made.
limited regulation by the Prudential Regulation Authority.
Inter Partner Assistance S.A. UK branch office address is 106-118 Station Road, Redhill,
RH1 1PR.

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 upon the type of insurance and the
circumstances of the claim. Further information about the compensation scheme
arrangements is available from the FSCS. Contact them at www.fscs.org.uk or call
them on 0800 678 1100.

Our part of the insurance contract is as follows

We provide the cover set out in your policy wording.

Cancellation
We reserve the right to cancel the policy by providing 30 days notice by registered
post to your last known address on the following grounds:
a) If you make a fraudulent claim
b) If you are or have been engaged in criminal or unlawful activities
c) If any policy in your name is added to the Insurance Fraud Register
d) If you use threatening or abusive behaviour or language towards our staff or
suppliers. In each case no refund of premium will be made.

9
Conditions which apply to your policy Reciprocal Health Agreements
These are some of the conditions you must keep to as your part of the contract. The If you are travelling to a country which has a reciprocal health agreement with your
others are shown in the ‘Exclusions and conditions’ section. If you do not keep to home area you are entitled to benefit from the health care arrangements which
these conditions, we may decline your claim. exists between the country you are visiting and your home area.

Non-payment of premiums If you are travelling to countries within the European Union (EU), not including the
Where we have been unable to collect a premium payment, we will contact you EEA or Switzerland, you are strongly advised to obtain a Global Health Insurance
in writing to request payment. If we do not receive payment by the date we state, Card (GHIC). You can apply for a GHIC either online at www.ghic.org.uk or by
we will cancel the policy with immediate effect and notify you in writing. At least 14 telephoning 0300 330 1350. This will entitle you to benefit from the health care
days’ notice will be provided before the policy is cancelled. arrangements which exist between countries within the EU.

You must prevent loss, theft or damage If we agree to pay for a medical expense which has been reduced because you
have used either a Global Health Insurance Card or private health insurance, we
All persons covered by your policy must take reasonable steps to prevent loss, theft
will not deduct the excess under Section 2 - Medical emergency and repatriation
or damage to everything covered under your policy.
expenses.
You should not put yourself at needless risk (except in an attempt to save human
life).
If travelling outside of the EU visit https://www.nhs.uk/using-the-nhs/healthcare-
Failure to take reasonable steps to prevent loss, theft or damage will result in a
abroad/
deduction from any claim payment or may result in your claim being declined in
full.

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Pre-existing medical conditions If your health changes (requiring you to seek medical assessment or treatment by a
Important conditions relating to health: medical practitioner at a surgery, clinic or hospital) after the start date of your policy
You must comply with the following conditions to have the full protection of your and the date your travel tickets or confirmation of booking were issued, you must
policy. contact us to make sure your cover is not affected.
You must tell us of all your pre-existing medical conditions. If you fail to declare any pre-
existing medical conditions we may refuse to deal with your claim or reduce the amount You should also refer to the General exclusions applying to your policy.
of any relevant claims, even if a claim is not related to an undisclosed pre-existing
medical condition.

It is a condition of this policy that you will not be covered under the following
sections;
• Section 1 – Cancelling or cutting short a trip,
• Section 2 – Medical emergency and repatriation expenses,
• Section 6 – Personal accident and;
• Section 9 – Cruise Cover
for any claims arising directly or indirectly from:

At the time of taking out this insurance:

i. Any pre-existing medical condition(s) you have unless you have contacted us on
01371 878578 or completed a medical screening online and we have agreed to
provide cover.
ii. Any medical condition(s) you have been referred for investigations at a
hospital, clinic or nursing home but which you have not yet had a diagnosis
unless you contact us on 01371 878578 and we have agreed, in writing, to
cover your medical condition(s).

At any time:
i. Any medical condition or pregnancy complication you have in respect of
which a medical practitioner has advised you not to travel (or would have
done so had you sought his/her advice), but despite which you still travel
ii. Any surgery, treatment or investigations for which you intend to travel
outside of your home area to receive (including any expenses incurred due to
the discovery of other medical conditions during and/or complications
arising from these procedures)
iii. Any medical condition for which you are not taking the recommended
treatment or prescribed medication as directed by a medical practitioner
iv. Your travel against any health requirements stipulated by the carrier, their
handling agents or any other public transport provider.

11
 equipment
Sports and other activities • camel riding *
• camp America – counsellor*
Cover as standard without charge • canoeing (up to grade 2)
The following lists detail the sports and activities that this policy will cover • canoeing – sea (within sight of land)
without charge when you are participating on a recreational and non-
• capoeira - no contact - dance movement only
professional basis during any trip. Any involvement in these sports and/or
• caring for adults or children/au pair work*
activities is subject to you following local laws and regulations and the use of
recommended safety equipment. • catamaran sailing (if qualified and no racing) *
• clay pigeon shooting*
If you are participating in any other sports or activities not mentioned, please • clerical business* – (providing non- manual, no use of tools and machinery)
contact your broker as we may be able to offer cover for an additional premium. • climbing (on climbing wall only)
Details of those sports and activities which you have purchased cover for will be • cricket (amateur)
added to your policy certificate. • croquet
• cross country running (up to 2,500 metres above sea level, non-competitive,
There is no cover under Section 5b– Personal liability for those sports or not part of a triathlon and not a marathon of any type)
activities marked with an*abseiling (within organisers’ guidelines)
• curling (amateur)
• administrative, clerical or professional occupations *
• cycling (wearing a helmet and no racing) up to 2,500 metres above sea level
• aerobics
• dancing
• archaeological digging (use of hand tools only)
• deep sea fishing
• archery *
• dinghy sailing (no racing)
• athletics, amateur only and not the main purpose of the trip
• driving motorised vehicles including motorbikes (excluding Quad bikes) for
• badminton which you are licensed to drive in the UK (other than in motor rallies or
• ballooning - hot air (organised pleasure rides only) competitions) and wearing a helmet if driving a motorbike, moped or scooter,
• banana boating /donuts/inflatables behind power boat segway or assisted bicycle and wearing a seatbelt when travelling in a
• baseball (amateur) motorised vehicle where a seatbelt is available for use.
• basketball (amateur) • elephant riding/trekking*
• beach games • falconry
• bicycle riding/cycling wearing a helmet where required (excluding any • fell walking/running (up to 2,500 metres above sea level)
participation in extreme events, racing or competitions) height restricted to • fencing (training only) *
maximum of 2,500 metres above sea level • fishing
• billiards / snooker / pool • fives
• BMX riding (wearing a helmet and no racing, stunts or obstacles) up to 2,500 • Flying as a fare paying passenger in a fully licensed passenger carrying aircraft
metres above sea level • flying fox
• body boarding / boogie boarding • football (American, amateur only, no coaching and not main purpose of trip)
• bowls *
• breathing observation bubble (BOB) • football (amateur only , no coaching and not main purpose of trip) *
• bungee jumping / swoop within organisers’ guidelines and wearing safety • freefall / sky diving simulator
12
• frisbee/ultimate frisbee including competitions • octopush
• gaelic football - amateur only and not main purpose of the trip • orienteering
• glass bottom boats/bubbles* • paddle boarding
• go karting (wearing a helmet and no racing, amateur only and within • parasailing / parascending - over water
organisers’ guidelines) * • pedalos
• golf • pilates
• Great Wall of China • pony trekking (wearing a helmet)
• handball (amateur) • pool/billiards/snooker
• helicopter rides (as a fare paying passenger in licensed aircraft) • power boating*
• hiking up to 2,500 metres above sea level • racket ball
• hobie catting (if qualified and no racing)* • rambling
• horse riding (wearing a helmet and excluding competitions, racing, jumping • refereeing (amateur only)
and hunting) • rifle range shooting*
• hot air ballooning (organised pleasure rides only) • ringos
• hovercraft driving / passenger* • roller skating/blading/in line skating (wearing pads and helmet)
• hurling - amateur only and not main purpose of the trip • rounders (amateur)
• Husky / horse / reindeer sledging or sleigh riding as an activity as a passenger • rowing (no racing)
only with a local driver and not on snow • running (non-competitive, not part of a triathlon and not a marathon of any
• hydro zorbing type)
• in - line skating/roller blading (wearing pads and helmets) • safari trekking/tracking in the bush (must be organised tour)
• indoor climbing (on climbing wall) • sailing / yachting irrespective of whether in sight of land (if qualified or
• indoor skating/skateboarding (wearing pads and helmets) accompanied by a qualified person and no racing) *
• javelin throwing (amateur)* • sail boarding/windsurfing
• jet boating (excluding racing and/or competitions) * • sand boarding/surfing/skiing
• jogging • sand dune surfing/skiing
• karting (wearing a helmet, no racing, amateur only and within organisers’ • sand yachting (no racing) *
guidelines) * • scuba diving to 18 metres (if qualified or accompanied by qualified instructor
• kayaking up to grade 2 rivers and not diving alone, not involved in cave diving and not involved in air travel
• kayaking– sea (within sight of land) until more than 24 hours have elapsed after your last dive)
• korfball (amateur) • segway (organised tours only, wearing correct safety equipment including a
• mixed gas diving (nitrox/trimax and not commercial) to 18 metres (if qualified helmet) *
or accompanied by qualified instructor and not diving alone, not involved in • shooting/small bore target shooting (within organisers’ guidelines)
cave diving and not involved in air travel until more than 24 hours have • skateboarding (wearing pads and helmet)
elapsed after your last dive) • sledging/sleigh riding as a passenger (pulled by horse or reindeer) with a
• mountain biking (wearing a helmet up to 2,500 metres above sea level and no maximum of 2 nights for Lapland trips
racing) • snooker/pool/billiards
• netball (amateur) • snorkelling
13
• soccer (amateur only , no coaching and not main purpose of trip) * • yoga
• softball (amateur) • zap cats *
• spear fishing (without tanks) • zip lining/trekking (safety harness must be worn)
• speed sailing * • zorbing/hydro zorbing
• sphering
• squash
• students working as counsellors or university exchanges for practical course
work *
• surfing (including on surf board simulators)
• swimming
• swimming with dolphins
• swimming/bathing with elephants
• Sydney harbour bridge (organised and walking across clipped onto a safety
line)
• table tennis
• tall ship crewing (no racing) *
• ten pin bowling
• tennis
• theme parks
• trampolining
• tree canopy walking
• trekking up to 2,500 metres above sea level
• tug of war
• volleyball
• wake boarding
• walking up to 2,500 metres above sea level
• water parks
• water polo (amateur)
• water skiing
• water ski jumping *
• whale watching *
• white water canoeing/kayaking /touring/ rafting up to grade 2 rivers
• wicker basket tobogganing
• wind surfing/sailboarding
• wind tunnel flying (pads and helmet to be worn)
• yachting (if qualified or accompanied by a qualified person and no racing) *
14
 Level 2
Additional sports and activities • Bamboo rafting (up to grade 3 rivers)
• Canoeing (up to grade 3)
Sports and activities that can be covered if the additional premium has been paid
• Elephant polo
and shown as purchased in your policy certificate.
• Grass skiing
There is no cover under Section 5b– Personal liability for those sports or • Hiking between 2,501 and 3,500 metres above sea level
activities marked with an * • Kayaking (up to grade 3 rivers)
• Mixed gas diving (nitrox/trimax and not commercial) to 30 metres (if qualified
Level 1 scuba diver or accompanied by qualified instructor and not diving alone or
• Assault course (amateur only and not main purpose of the trip) involved in cave diving)
• Bar/restaurant work* • Occasional light manual work (but not including the use of tools and
machinery)
• Battle re - enactment*
• Scuba diving to 30 metres (if qualified scuba diver or accompanied by
• Beauty therapist*
qualified instructor and not diving alone or involved in cave diving)
• Blokarting*
• Trekking between 2,501 to 3,500 metres above sea level
• Body building*
• Via ferrata
• Dune sliding
• Walking between 2,501 to 3,500 metres above sea level
• Dune/wadi buggying/bashing
• Field hockey
• Fruit or vegetable picking
Level 3
• Gymnastics • Bungee slingshot (within organisers’ guidelines and wearing the appropriate
gear)
• High diving (amateur only and not main purpose of the trip)
• Bungee trampolining (within organisers’ guidelines and wearing the appropriate
• Jet skiing*
gear)
• Lacrosse (amateur only and not main purpose of the trip)
• Canoeing (up to grade 4)
• Marathon running (amateur only and not main purpose of the trip)
• Caving
• Minjin swinging
• Judo* (amateur only and not main purpose of the trip)
• Mud buggying
• Karate* (amateur only and not main purpose of the trip)
• Retail trade including manual work* (but not including the use of power tools and
• Kayaking (grade 4 and above rivers)
machinery)
• Mixed gas diving (nitrox/trimax and not commercial) to 40 metres (if qualified
• River tubing
scuba diver or accompanied by qualified instructor and not diving alone or
• Roller hockey (amateur only and not main purpose of the trip)
involved in cave diving
• Street hockey (wearing pads and helmets)
• Off-road motorbiking* (no cover if competing or in a motor rally. Must be
• Street luge wearing the appropriate safety wear and must be licenced to drive the
• Superintendance of manual work vehicle in the UK)
• Tubing • Pot holing
• War games/paintballing* (wearing eye protection) • Rugby - amateur only and not main purpose of the trip
• Scuba diving to 40 metres (if qualified scuba diver or accompanied by
15
 qualified instructor and not diving alone or involved in cave diving)
• Sky jumping (from Sky Tower in Auckland, New Zealand only) Winter sports – activity list
• Tai chi
• White water canoeing/kayaking/touring up to grade 4 (Only applicable if shown as purchased on your Policy Certificate)
• White water rafting up to grade 4 (within organisers’ guidelines) There is no cover under Section 5b – Personal liability for those sports or
activities marked with an*
• airboarding
• big foot skiing
• blade skating
• dry slope skiing
• glacier skiing/walking
• *husky dog sledding (organised, non- competitive with local driver)
• Ice Fishing
• *ice go karting (within organisers’ guidelines)
• ice skating
• *ice windsurfing
• kick sledging
• ski – blading
• ski boarding
• ski run walking
• ski Touring (As part of an organised tour)
• skiing Alpine
• skiing Big Foot
• skiing Cross Country
• skiing on piste**
• skiing – mono
• skiing Nordic
• skiing - off piste with a guide**
• sledging/tobogganing
• *sledging/sleigh riding as a passenger (pulled by horse or reindeer)
• snow blading
• snowboarding on piste**
• Snow Bobbing
• snowboarding - off piste with a guide**
• snow shoe walking
• ski Biking

16
• snow Biking
• snow Carting
Important conditions relating to your
• snow Go karting policy
• snow Mobiling/Ski Doing
• snow Scooting
• Where you have selected an annual multi trip policy the maximum
• Tandem Skiing
duration of any one trip is shown on your policy certificate. If any trip
• winter walking (using crampons and ice picks only)
exceeds the maximum nights shown on your policy certificate there is
** A piste is a recognised and marked ski run within the resort boundaries.
no cover under this policy for any of your trip.
• The maximum duration of any one trip is shown in your policy certificate.
After your trip limit, there is no cover under your policy except as
outlined below.
• Your policy automatically extends to provide cover if you are unable to
return home by the end of the insurance period due to the death, injury
or illness of you or a public transport delay which is covered under the
policy.
• Your policy only covers you if you are a permanent resident in the UK
and registered with a UK medical practitioner.
• Claims will only be considered if the cause of the claim falls within the
insurance period.

Policy information
If you would like more information or if you feel the insurance may not meet your
needs, contact your broker as soon as possible to discuss alternatives.

17
Making a claim Claims evidence
If you are abroad and need urgent assistance please contact the Emergency Claims evidence will be at your own expense.
Medical Assistance Service on +44 (0)203 475 3630
Section 1 – Cancelling or cutting short a trip
How to make a claim for any of the following: To make a claim under this section of your policy where relevant you must provide us
For all claims follow these steps: with:
1. Find the relevant section listed below and ensure that you have all the claims
• Tour Operator’s booking invoice or other evidence of your trip.
evidence we require.
• Hospital, doctor, dentist, pharmacist receipts and all receipts for
2. Telephone the relevant helpline listed in the ‘Important telephone numbers’
additional expenses; and copy of your Global Health Insurance Card
section as soon as reasonably possible with your policy number.
(GHIC).
Please remember to keep copies of all correspondence you send to us for your
future reference. • Tour Operator’s cancellation invoice or unused flight tickets.
In all claims, you must provide details of any household, travel or other insurance • Written confirmation that no refund is available in respect of privately
under which you could also claim. booked accommodation and evidence of payment for that
accommodation.
• Confirmation from a medical practitioner that you, or your travelling
companion, are not fit to travel.
• Confirmation from the Clerk of the Courts office that you are
required for Jury Service or as a witness in a court of law.
• Confirmation from your employer/your partner’s employer/your
travelling companion’s employer of redundancy and period of
employment or leave cancelled.
• A letter from your tour operator’s representative, hotel or
accommodation provider where appropriate.
• Confirmation of the delay to Public transport from the company involved.
• Original Police report including crime reference number or incident
report, obtained within 24 hours of the incident or as soon as
possible after that.
• Confirmation from a relevant authority that you have been
instructed to stay at/return home.
• A copy of a death certificate, where appropriate.
• Information and medical history from your GP (if this is requested you may
need to sign a release form with your surgery to obtain this).

Section 2 – Medical emergency and repatriation expenses

To make a claim under this section of your policy where relevant you must
provide us with:
18
• Tour operator’s booking invoice or other evidence of your trip.
• Receipts or bills for all inpatient/outpatient treatment or Section 4 – Personal belongings and money
emergency dental treatment received. To make a claim under this section of your policy where relevant you must
• Receipts or bills for taxi fares to or from hospital claimed for, provide us with:
stating details of the date, name and location of the hospital • Courier’s report/Property Irregularity Report (PIR) from the carrier
concerned. (this must be obtained immediately you are aware of an incident).
• Hospital, doctor, dentist, pharmacist receipts and all receipts for • A Police report including crime reference number or incident
additional expenses; and (if travelling in Europe) a copy of your report, from the local Police in the country where the incident
Global Health Insurance Card (GHIC). occurred for all loss, theft or attempted theft.
• Receipts or bills or proof of purchase for any other transport, • Proof of purchase (e.g. original receipts, valuations issued prior to
accommodation or other costs, charges or expenses claimed for, the loss, cash withdrawal slips and credit/debit card statements
including calls to the Emergency Medical Assistance Service. etc.).
• In the event of death, the original death certificate and receipts or • Written estimate for the cost of repair or written confirmation that
bills for funeral, cremation or repatriation expenses. the item is damaged beyond repair, where appropriate.
• Information and medical history from your GP (if this is requested • Household Contents policy details.
you may need to sign a release form with your surgery to obtain • All travel tickets and tags for submission.
this). • A letter from the carrier confirming the number of hours your
• Details of any travel, private medical or other insurance under personal baggage was delayed for.
which you could also claim.
Section 5 – Legal and liability
Section 3 – Disruption or delay to travel plans Section 5a – Legal expenses and assistance
To make a claim under this section of your policy where relevant you must
To make a claim under this section of your policy, where relevant you must
provide us with:
provide us with:
• Tour Operator’s booking invoice or other evidence of your trip.
• Tour operator’s booking invoice or other evidence of your trip.
• Tour Operator’s cancellation invoice or unused flight tickets.
• Relevant documentation and evidence to support your claim,
• Confirmation from the carrier of the reason and duration of your including photographic evidence.
delay.
• Details of any travel or other insurance under which you could also
• Confirmation from a garage/motoring organisation that claim.
breakdown assistance was provided.
• Evidence of service history and/or MOT history for your vehicle Section 5b – Personal liability
(MOT applies to mainland UK only where applicable).
To make a claim under this section of your policy where relevant you must
• Confirmation of the delay to public transport from the company provide us with:
involved. • Tour operator’s booking invoice or other evidence of your trip.
• Confirmation from the Police (if involved) of the circumstances • Any claim form, summons, or other legal document (as soon as
giving rise to the claim. you receive them).
• Written confirmation that no refund is available in respect of • Any reasonable information or help we need to deal with the case
privately booked accommodation and evidence of payment for and your claim.
that accommodation.
19
Section 6 – Personal accident carrier where loss, theft or damage occurred in their custody
To make a claim under this section of your policy where relevant you must • A letter from your tour operator’s representative, hotel or
provide us with: accommodation provider where appropriate.
• Tour Operator’s booking invoice or other evidence of your trip. • Keep all travel tickets and tags for submission.
• Detailed medical report from your consultant. • Proof of ownership such as an original receipt, valuation or bank or
• Confirmation of executor or administrator of the estate. credit card statements, for items lost, stolen or damaged.
• A copy of a death certificate, where appropriate. • Repair report where applicable.
• Grant of Representation (in England and Wales)/ Grant of Probate (in
Northern Ireland)/ Confirmation (in Scotland) Section 9 – Cruise (This section is available as an upgrade, if you have purchased
this upgrade this will be shown in your insurance certificate)
Section 7 – Winter Sports (This section is available as an upgrade, if you have To make a claim under this section of your policy where relevant you must
purchased this upgrade this will be shown in your insurance certificate) provide us with:
To make a claim under this section of your policy, where relevant you must • A police report from the local police or port authority in the
provide us with: country where the incident occurred (or where appropriate, the
• Tour Operator’s booking invoice or other evidence of your trip. ships’ purser or the cruise operator’s representative) for all loss,
theft or attempted theft.
• Tour Operator’s cancellation invoice or unused flight tickets
• Courier’s report/Property Irregularity Report (PIR) from the carrier
• A Police report from the local Police in the country where the
(this must be obtained immediately or as soon as possible from the
incident occurred for all loss, theft or attempted theft.
point you are aware of an incident).
• A Property Irregularity Report from the airline or a letter from the
• A letter from your cruise operator’s representative, hotel or
carrier where loss, theft or damage occurred in their custody.
accommodation provider, including details of any missed shore
• Keep all travel tickets and tags for submission.
trip.
• Proof of ownership such as an original receipt, valuation or bank or
• All travel tickets and tags for submission.
credit card statements, for items lost, stolen or damaged.
• Proof of purchase (e.g. original receipts, valuations issued prior to
• Repair report where applicable.
the loss, cash withdrawal slips and credit/debit card statements
etc.).
Section 8 – Golf (This section is available as an upgrade, if you have purchased • Written estimate for the cost of repair or written confirmation that
this upgrade this will be shown in your insurance certificate) the item is damaged beyond repair.
To make a claim under this section of your policy where relevant you must
• Confirmation in writing from the ship’s doctor or other treating
provide us with:
medical practitioner of the dates when you were confined to your
• A Police report from the local Police in the country where the cabin.
incident occurred for all loss, theft or attempted theft.
• Household contents policy detail
• A Property Irregularity Report from the airline or a letter from the

20
Table of Benefits
This table shows the maximum you can claim for each section, these limits are per person and per trip, unless otherwise stated. Check your certificate for exact amounts.

Section Economy Standard Premier Premier Plus

Excess (¥ = Nil excess) Variable Options Available Variable Options Available Variable Options Available Variable Options Available
The excess is the amount you pay per person The amount you have chosen The amount you have chosen The amount you have chosen The amount you have chosen
per incident per trip but limited to two excess will be shown on your will be shown on your will be shown on your will be shown on your
amounts if more than one insured person is insurance certificate insurance certificate insurance certificate insurance certificate
claiming.
Section 1 – Cancelling or Cutting short your Trip
Cancelling or Cutting short Variable Options Variable Options Available Variable Options Available Variable Options
your Trip Available The amount you have The amount you have Available
The amount you have chosen will be shown on chosen will be shown on The amount you have
chosen will be shown on your insurance certificate your insurance certificate chosen will be shown on
your insurance certificate your insurance certificate
Section 2 – Medical Emergency and Repatriation Expenses
Medical Emergency and £5,000,000 £5,000,000 £10,000,000 £15,000,000
Repatriation Expenses
Emergency Dental £200 £250 £300 £350
Hospital Benefit (Per day) ¥ £25 £30 £35 £40
Hospital Benefit (Total) ¥ £250 £300 £350 £400
Section 3 – Disruption or Delay to Travel Plans
Missed Departure £250 £600 £800 £1,000
Travel Delay ¥ £150 £150 £200 £250
(£15 per full 6 hours (£15 per full 6 hours (£20 per full 6 hours (£25 per full 6 hours
delayed and £15 per 12 delayed and £15 per 12 delayed and £20 per 12 delayed and £25 per 12
hours after that) hours after that) hours after that) hours after that)
Travel Disruption The amount of cover The amount of cover The amount of cover The amount of cover
you have will match the you have will match the you have will match the you have will match the
limit you selected for limit you selected for limit you selected for limit you selected for
Cancelling or Cutting Cancelling or Cutting Cancelling or Cutting Cancelling or Cutting
short your trip and will be short your trip and will be short your trip and will be short your trip and will be
shown on your shown on your shown on your shown on your
insurance certificate insurance certificate insurance certificate insurance certificate

21
Section Economy Standard Premier Premier Plus
Section 4 – Personal Belongings and Money
Baggage (The amounts shown are variable; if Variable Options Variable Options Available Variable Options Available Variable Options
you have chosen a £0 limit no cover will Available The amount you have chosen The amount you have chosen Available
apply to Section 4 – Personal Belongings The amount you have chosen will be shown on your will be shown on your The amount you have chosen
and Money) will be shown on your insurance certificate insurance certificate will be shown on your
insurance certificate insurance certificate
Single article limit £200 £250 £300 £500
Valuables (This will be deducted from your £150 £200 £250 £300
baggage limit) (within baggage limit) (within baggage limit) (within baggage limit) (within baggage limit)
Delayed baggage ¥ £100 £200 £300 £400
(within baggage limit) (within baggage limit) (within baggage limit) (within baggage limit)
Personal money and Important documents £100 £150 £250 £300
Cash £100 £150 £250 £300
Travel and accommodation expenses incurred £100 £150 £250 £300
when replacing important documents
Section 5 – Legal and Liability
Legal expenses and assistance ¥ £10,000 £15,000 £25,000 £50,000
Personal Liability £2,000,000 £2,000,000 £2,000,000 £2,000,000
Section 6 – Personal Accident
Death ¥ £5,000 (£1,000 if under 16 £5,000 (£1,000 if under 16 £5,000 (£1,000 if under 16 £10,000 (£1,000 if under
or over 65) or over 65) or over 65) 16 or over 65)
Loss of Limbs and/or Loss of Sight ¥ £5,000 (No payment if £5,000 (No payment if £5,000 (No payment if £5,000 (No payment if
under 16 or over 65) under 16 or over 65) under 16 or over 65) under 16 or over 65)
Permanent Total Disablement ¥ £5,000 (No payment if £5,000 (No payment if £5,000 (No payment if £5,000 (No payment if
under 16 or over 65) under 16 or over 65) under 16 or over 65) under 16 or over 65)

22
Section Economy Standard Premier Premier Plus
Section 7 – Winter Sports (if shown on your certificate)
Winter Sports Ski equipment Up to £500 Ski equipment Up to £500 Ski equipment Up to £500 Ski equipment Up to £500
Ski equipment (owned) £500 £500 £500 £500
Ski equipment (Hired) £250 £250 £250 £250
Hire of ski equipment† £250 (£25 per day) £250 (£25 per day) £250 (£25 per day) £250 (£25 per day)
Ski Pack £500 £500 £500 £500
Lost Lift pass £150 £150 £150 £150
Piste closure ¥ £300 (£30 per day) £300 (£30 per day) £300 (£30 per day) £300 (£30 per day)
Avalanche or Landslide cover £300 £300 £300 £300
Section 8 – Golf (if shown on your certificate)
Unused Green Fees £75 per day (Up to £300) £75 per day (Up to £300) £75 per day (Up to £300) £75 per day (Up to £300)
Accidental loss, theft or damage of Golf £1,000 £1,000 £1,000 £1,000
Equipment
Emergency replacement of Golf equipment £300 £300 £300 £300
Hire of Golf Equipment ¥ £25 per day (up to £200) £25 per day (up to £200) £25 per day (up to £200) £25 per day (up to £200)
Section 9 – Cruise (if shown on your certificate)
Baggage (limit increased to) £2,500 £2,500 £2,500 £2,500
Single Article limit (increased to) £750 £750 £750 £750
Valuables Limit (increased to) £500 £500 £500 £500
Missed pre-paid Shore trip ¥ £250 £250 £250 £250
Missed Port ¥ £50 per port (Up to £250) £50 per port (Up to £250) £50 per port (Up to £250) £50 per port (Up to £250)
Cabin Confinement ¥ £100 per day (up to £500) £100 per day (up to £500) £100 per day (up to £500) £100 per day (up to £500)

23
 pay an additional premium before making a change to your policy.
Exclusions and conditions 6. You must start each trip from your home in the UK and return to your home in the UK
at the end of each trip.
These conditions apply throughout your policy. You must comply with them to have 7. You agree that we can;
the full protection of your policy. • Make your policy void where any claim is proven to be fraudulent.
• Share information with other insurers to prevent fraudulent
If you do not comply with them we may take one or more of the following actions: claims via a register of claims. A list of participants is available on
• cancel your policy request. Any information you supply on a claim, together with
• declare your policy void (treating your policy as if it never existed) information you have supplied at inception of your policy and
• change the terms and/or premium of your policy other information relating to a claim, may be provided to the
• refuse to deal with all or part of any relevant claim or reduce the register participants.
amount of any relevant claim payment. • Pass your details to recognised centralised insurance industry
1. Providing accurate and complete information applications and claims review systems (for example the Travel
When taking out, renewing or making changes to this policy, you must take Claims Database) where your details may be checked and
reasonable care to provide accurate and complete answers to all questions. We updated.
may ask you to provide further information and/or documentation to ensure that • Take over and act in your name in the defence or settlement of
the information you provided when taking out, renewing or making changes to any claim made under your policy.
your policy was accurate and complete. Failure to do this may impact or • Take over proceedings in your name but at our expense to recover
invalidate any claim you make. for our benefit the amount of any payment made under your
2. Changes in your circumstances policy.
You must tell us as soon as reasonably possible if your circumstances change or • Obtain information from your medical records (with your
if any of the information shown in your policy certificate changes during the permission) for the purpose of dealing with any cancellation or
insurance period. medical claims. No personal information will be disclosed to any
3. We may not pay your claim if you do not: third party without your prior approval.
• Take all possible care to safeguard against accident, injury, loss, 8. We will not pay you more than the amounts shown in the policy limits and
damage or theft. excesses section, these are subject to per person and per trip limits (unless
• Give us full details of any incident which may result in a claim otherwise stated).
under your policy as soon as is reasonably possible. 9. If at the time of any incident which results in a claim under this policy, there is
• Pass on to us every claim form, summons, legal process, legal another insurance covering the same loss, damage, expense or liability we will
document or other communication in connection with the claim. not pay more than our proportional share (not applicable to PERSONAL
• Provide all information and assistance that we may reasonably ACCIDENT).
require at your expense (including, where necessary, medical 10. No insurer shall be deemed to provide and no insurer shall be liable to pay any
certification and details of your household insurance). We will only claim or provide any benefit here under to the extent that the provision of such
ask for information relevant to your claim. cover, payment or such claim of such benefit would expose that insurer to any
4. You must not admit liability for any event, or offer to make any payment, without sanction, prohibition or restriction under United Nations resolutions or the trade
our prior written consent. or economic sanction, laws or regulations of the European Union, United
5. The terms of your policy can only be changed if we agree. We may require you to Kingdom or United States of America.
24
 medical practitioner, being addicted to, abusing or being under the
General exclusions applying to your policy influence of drugs, or alcohol.
10. You putting yourself at needless risk (except in an attempt to save
Your policy does not cover you for any claim directly or indirectly resulting from any of human life).
the following: 11. Your own unlawful action or any criminal proceedings against you.
1. Pre-existing medical conditions as described in the Pre-existing medical conditions 12. Your work involving manual work, electrical and construction work or
section unless we have agreed in writing to cover you. use of power tools or machinery unless you have contacted us and we
2. Any claims where you were not fit to undertake your trip when booking have agreed otherwise.
your trip or purchasing your policy whichever is the later. 13. Any other loss, damage or additional expense following on from the
3. Any claim arising from your failure to obtain any recommended vaccines, event for which you are claiming, unless we provide cover under this
inoculations or medications prior to your trip. insurance, this includes any claim for loss of enjoyment for any trip.
4. Your inability to travel due to your failure to hold, obtain or produce valid Examples of such loss, damage or additional expense would be the cost of
important documents in time for the booked trip. replacing locks after losing keys, costs incurred in preparing a claim, loss of
5. Events which are caused by any of the following which were already earnings following injury, illness or disease or not being able to enjoy the
taking place at the beginning of any trip or prior to purchasing your trip due to poor weather.
policy or booking your trip (whichever is later): 14. Any amount recoverable from any other source.
• Invasion 15. You gaining access to controlled or restricted areas and/or the
• Acts of foreign enemies unauthorised use of swimming pools outside of the specified opening
• Hostilities times. When travelling, you must adhere to the guidelines issued for
controlled areas, swimming pools etc.
• Warlike operations (whether war be declared or not)
16. You climbing on or jumping from a vehicle, building, bridge,
• Civil war
scaffolding, balcony or climbing or moving from any part of any
• Rebellion building to another (apart from stairs, ramps or walkways) and falling,
• Terrorist action regardless of the height, unless your life is in danger or you are
• Revolution attempting to save human life.
• Insurrection 17. Driving any motorised vehicle unless it is listed as covered under the
• Civil commotion Sports and other activities section. When driving you must hold a valid
• Civil unrest assuming the proportions of or amounting to an licence for that vehicle. In addition, any claim where you are not
uprising, military or usurped power wearing a helmet whilst on a motorcycle, moped, scooter, Segway or
bicycle, regardless if riding as a passenger or driver.
• Nuclear, chemical or biological attack.
18. Any claim where you are not wearing a seatbelt when travelling in a
6. Your travel to a country, specific area or event when the Travel Advice
motor vehicle, where a seatbelt is available.
Unit of the Foreign, Commonwealth & Development Office (FCDO) or
19. Any person not insured or named on this policy. This policy is not
regulatory authority in a country to/from which you are travelling has
intended to cover any costs which relate to anybody not insured on
advised against all travel or all but essential travel.
this policy; please ensure that all persons travelling have sufficient
7. Confiscation or destruction of property by any Customs, Government or
insurance to cover their needs. This applies even where you have
other Authority of any country.
paid for the additional costs for example, if you have paid for another
8. Engaging in sports or activities which are not covered on your policy.
person’s travel or accommodation costs. The only exception to this is
There are many sports and activities which are covered as standard
if the Medical Assistance team agree for another person to remain
under the policy, please refer to the Sports and activities section.
with you.
9. Any claim resulting from you using any drug not prescribed by a
25
20. We will not pay any claim you have for any trip where a medical
practitioner has advised you not to travel (or would have done so had Section 1 – Cancelling or cutting short a trip
you sought their advice), but despite which you still travel.
21. Any virtual currency including but not limited to crypto-currency, Introduction
including fluctuations in value. The purpose of this section is to help you if you need to cancel or cut short your trip as
22. Where you have selected an annual multi trip policy the maximum a result of one of the reasons listed under the heading of ‘What is covered’.
duration of any one trip is shown in your policy certificate. If any trip However, under certain circumstances, your tour operator or transport provider may
exceeds the maximum number of nights there is no cover under this be responsible for refunding your costs. If the loss you have suffered is covered by
policy for any of your trip. Your policy automatically extends to provide your tour operator or transport provider, we will not provide cover for it under this
cover if you are unable to return home by the end of the insurance policy. You may also be covered by your credit/debit card provider under the
period due to the death, injury or illness of you or a public transport Consumer Credit Act if the services you have paid for are not provided as agreed e.g.
delay which is covered under the policy. if the company becomes insolvent.
23. Any costs for your Package holiday if it was cancelled by your travel For further information on the cover provided by your tour operator, your airline or your
provider or you were unable to travel due to a change in FCDO travel credit card provider please contact them directly.
advice.
24. Under all sections, any claim arising from a reason not listed in what is European Union (EU) Regulation
covered.
European Union (EU) Regulation establishes the minimum rights for air
25. Any circumstances known to you before you purchased your policy or
passengers to ensure they are treated fairly and you may be entitled to
at the time of booking any trip which could reasonably have been
compensation from your airline in the event of one of the following:
expected to lead to a claim under this policy.
1. Denied Boarding - Have you been denied boarding because the airline did not
26. Any claim resulting from assisted suicide/Euthanasia.
have enough seats on the flight?
2. Cancelled Flight - Has your flight been cancelled?
3. Long Delays - Has your flight been delayed for three hours or more?
4. Baggage - Has your checked-in baggage been damaged, delayed or lost?
5. Injury and Death by Accident(s) - Have you been injured during your flight?
6. Package Holidays - Did you get what you booked?
For full details of your entitlements, visit
http://ec.europa.eu/transport/themes/passengers/air/

What is covered
Cover for cancelling a trip
We will pay you up to the amount shown in the Table of Benefits for your proportion
only of your irrecoverable unused travel and accommodation costs and other pre-
paid charges if you have to cancel your trip following any of the reasons which are
shown in the table below.

Cover for cutting short your trip

We will pay you up to the amount shown in the Table of Benefits for your proportion

26
only of your unused travel and accommodation costs and other pre-paid charges
together with any reasonable additional travel and expenses if you have to cut short Cover for Cover for
your trip following any of the reasons which are shown in the table below. cancelling a having to cut
trip short your trip
If you need to cancel or cut short your trip, any pre-paid charge relating to Winter The Travel Advice Unit of the Foreign,
Sports, Golf or Cruise cover will only be covered if you have paid the premium for Commonwealth & Development Office (FCDO) or
the additional cover. other regulatory authority in a country in which
you are travelling advising against all travel or all
Applicable to Economy, Standard, Premier and Premier Plus but essential travel to the area you are travelling
Cover for Cover for to/in, but not including where advice is issued due ✓ 
cancelling a having to cut to a pandemic or regional quarantine, providing
trip short your trip the advice came into force after you purchased
The death, injury due to an accident, illness, this insurance or booked the trip (whichever is the
disease, or pregnancy complication of you, your later) and was within 21 days of your departure
travel companion, your close relative or your ✓ ✓ date.
colleague. Any pandemic illness is not covered Insolvency of the accommodation providers or
✓ ✓
within 48 hours of your policy purchase date. their booking agents or catastrophe
You or your travel companion being subject to No suitable alternative public transport is
compulsory personal quarantine, being called as provided within 6 hours of the scheduled time of
a witness at a Court of Law, for jury service or departure following delay or cancellation of your
✓ ✓
the Police requesting you to stay at, or return ✓ ✓ public transport, or you being involuntarily denied
home, due to damage to your property. Any claim boarding (because there are too many passengers
for personal quarantine is not covered within 48 for the seats available)
hours of your policy purchase date. Theft of your passport and/or visa within the 72
Redundancy of you or your travel companion ✓ ✓ hours before your scheduled time of departure if
You or your travel companion have leave you are due to travel outside your home area or ✓ ✓
withdrawn and are a member of the Armed during your trip meaning you are unable to continue
Forces (including reserves and territorial), your trip
✓ ✓
Emergency Services, medical or nursing The Travel Advice Unit of the Foreign,
professions (in the public sector) or Senior Commonwealth & Development Office (FCDO) or
employees of the Government other regulatory authority in a country in which
 ✓
you are travelling in advising you to evacuate or
return to your home area, providing the advice
came into force during your trip

Special conditions relating to claims

Special conditions are important in the event of a claim. If you are unable to show
they have been followed this may affect your ability to claim.
1. You must get the prior approval of the Emergency Medical Assistance Service to
confirm it is necessary to return home prior to having to cut short your trip for
27
 any of the reasons listed above. 12. Denied boarding due to your drug use, alcohol or solvent abuse or your inability
2. If you fail to notify the travel agent, tour operator or provider of transport or to provide a valid passport, visa or other documentation required by the public
accommodation as soon as you find out it is necessary to cancel the trip, the transport operator or their handling agents.
amount we will pay will be limited to the cancellation charges that would 13. Normal pregnancy, without any accompanying pregnancy complication. This
have otherwise applied. policy excludes any costs incurred because of normal pregnancy or childbirth.
3. You must provide a written police report as evidence if a claim is made due to This section is designed to provide cover for unforeseen events, accidents,
theft of your passport and/or visa. illnesses and diseases and normal childbirth would not constitute an unforeseen
event.
What is not covered 14. Any claim for quarantine when quarantine is upon the return to the UK.
1. The excess shown on your certificate. 15. Any claim arising from a reason not listed in the ‘what is covered’ section.
2. Any claim where you have been unable to evidence your loss, please refer to the 16. Any claim where you cannot travel or choose not to travel because the Foreign,
claims evidence section. Commonwealth & Development Office (or any other equivalent government
3. Circumstances known to you before you purchase your policy or at the time of body in another country) advises against travel due to a pandemic.
booking any trip which could reasonably have been expected to lead to 17. Any claim due to a regional quarantine.
cancellation or cutting short of the trip. 18. Any claim from you not wanting to travel due to the need to quarantine on return to
4. The cost of your unused original tickets where you or we have paid for you to come your home area.
home following cutting short your trip. In addition, if you have not purchased a 19. Your inability to travel due to you not producing vaccine certificates, medical
return ticket, we will deduct the cost of an economy flight (based on the cost on tests/ documents which are needed to travel.
the date you come home) from any costs we have incurred whilst returning you 20. Any additional costs for tests/documentation the government or other regulatory
to your home. authority introduce and are needed in order for you to travel to/from/in your
5. The cost of Air Passenger Duty (APD) at the rate published by HMRC, whether destination or to return to your home area regardless of whether you knew when
irrecoverable or not. booking or not.
6. Pre-existing medical conditions as described in the Pre-existing medical conditions 21. Any claim for illness of you, your travel companion, close relative or colleague due to
section unless we have agreed in writing to cover you. a pandemic illness, or for personal quarantine is not covered within the first 48
7. Any claims for redundancy that are voluntary, including compromise agreement hours of the policy purchase date.
or resignation. We will also not cover misconduct or dismissal. 22. Anything mentioned in the Exclusions and conditions section which
8. Travel tickets paid for using any reward scheme (for example Avios or are applicable to all sections of the policy.
supermarket loyalty points) unless evidence of specific monetary value can be
provided.
9. Any property maintenance costs or fees incurred by you as part of your
involvement of a Timeshare or Holiday Property Bond scheme.
10. Any claims relating to loss or theft of your passport or visa if left unattended at
any time, unless stored securely in your home (before you travel) or in a safe,
safety deposit box or left in locked accommodation (during your trip).
11. Any unused or additional costs incurred by you which are recoverable from:
a) The providers of the accommodation, their booking agents, travel
agent or other compensation scheme.
b) The providers of the transportation, their booking agents, travel agent,
compensation scheme or Air Travel Organisers’ Licensing (ATOL).
c) Your credit or debit card provider or PayPal.
28
 relative to stay with you or travel to you from the UK or escort you home. Also,
Section 2 – Medical emergency and additional travel expenses to return you to your home or a suitable hospital
nearby if you cannot use the return ticket.
repatriation expenses 8. With the prior authorisation of the Emergency Medical Assistance Service, the
Introduction additional costs incurred in the use of air transport or other suitable means,
The purpose of this section is to help you if you require unforeseen emergency including qualified attendants, to repatriate you to your home if it is medically
medical treatment whilst on a trip. Under certain circumstances, you may be necessary. These expenses will be for the identical class of travel utilised on the
covered by a Reciprocal Health Agreement, you can find out more about these outward journey unless the Emergency Medical Assistance Service agree
under the Reciprocal Health Agreement section. otherwise. If the Emergency Medical Assistance Service confirms an alternative
method of travel is required, this will only apply for the ill or injured insured
What is covered person.
We will pay you up to the amounts shown in the Table of Benefits for the
following expenses which are necessarily incurred during a trip due to you Special conditions relating to claims
suffering unforeseen injury due to an accident, illness, disease and/or Special conditions are important in the event of a claim. If you are unable to
compulsory quarantine: show they have been followed this may affect your ability to claim.
1. Emergency medical, surgical, hospital, ambulance and medical fees and 1. You must tell the Emergency Medical Assistance Service as soon as possible of
charges incurred outside of your home area. any injury due to an accident, illness or disease which requires your admittance
2. Emergency dental treatment incurred outside of your home area for the to hospital as an in- patient or before any arrangements are made for your
immediate relief of pain and/or emergency repairs to dentures or artificial teeth if repatriation.
they are causing pain only up to amounts shown in the Table of Benefits. 2. If you suffer injury due to an accident, illness or disease we reserve the right to
3. Up to amounts shown in the Table of Benefits for every complete 24-hour period move you from one hospital to another and/or arrange for your repatriation to
you are in hospital or confined to your accommodation on the advice of a medical the UK at any time during the trip. We will do this, if in the opinion of the
practitioner whilst abroad, and up to the amounts shown in the Table of Benefits Emergency Medical Assistance Service or us (based on information provided by
towards meal expenses for a nominated person who is staying or travelling with the medical practitioner in attendance), you can be moved safely and / or travel
you. safely to your home area or a suitable hospital nearby to continue treatment.
4. Costs of telephone calls to and from the Emergency Medical Assistance Service 3. This is not a private medical insurance policy. The intention of this section is to
notifying and dealing with the problem of which you are able to provide pay for emergency medical/surgical/dental treatment only and not for treatment
evidence. or surgery that can be reasonably delayed until your return to your home area.
5. The cost of taxi fares for your travel to or from hospital relating to your admission, Our decisions regarding the treatment or surgery that we will pay for (including
discharge or attendance for outpatient treatment or appointments and/or for repatriation to your home area) will be based on this.
collection of medication prescribed for you.
6. If you die outside your home area the cost of funeral expenses abroad plus the cost If you do not accept our decisions and do not want to be repatriated, then we will
of returning your ashes or your body to your home. If you die on a trip within your not provide any cover under the following sections:
home area the reasonable additional cost of returning your ashes or body to • Section 1 - Cancelling or cutting short a trip
your home. • Section 2 - Medical emergency and repatriation expenses
7. Additional transport and/or accommodation expenses incurred, up to the • Section 6 - Personal accident
standard of your original booking, if it is medically necessary for you to stay We will then refuse to deal with claims from you for any further treatment and/or
beyond your scheduled return date. This includes, with the prior authorisation of your
the Emergency Medical Assistance Service, reasonable additional transport repatriation to your home area.
and/or accommodation expenses for a travelling companion, friend or close
29
 e) Additional costs arising from single or private room accommodation.
Cover for you under all other sections will continue for the remainder of your trip. f) Treatment or services provided by a health spa, convalescent,
physiotherapist or nursing home or any rehabilitation centre unless
What is not covered agreed by the Emergency Medical Assistance Service.
1. The excess shown on your insurance certificate (except under point 3 of the what g) Any costs incurred by you to visit another person in hospital or costs
is covered section). incurred by others to visit you in hospital.
2. Any claim where you have been unable to evidence your loss, please refer to h) Any expenses incurred after you have returned to your home area.
the claims evidence section. i) Any expenses incurred in the UK:
3. Any claim caused by participating in a sport or activity where the policy doesn’t i) for private treatment, or
cover the sport or activity which you are taking part in. ii) which are funded by, or are recoverable from the Health Authority
4. Any claim caused by participating in a Winter Sports activity unless you have in your usual country of residence, or
purchased the upgrade and it is shown as purchased in your policy certificate. iii) which are funded by a Reciprocal Health Agreement between these
5. Pregnancy, without any accompanying pregnancy complication. This policy countries and/or islands.
excludes any costs incurred because of normal pregnancy or childbirth. This j) Expenses incurred because of a tropical disease where you have not
section is designed to provide cover for unforeseen events, accidents, illnesses had the NHS recommended inoculations and/or not taken the NHS
and diseases and normal childbirth would not constitute an unforeseen event. recommended medication.
6. Pre-existing medical conditions as described in the pre-existing medical conditions k) Any expenses incurred after the date on which we attempt to move you
section unless we have agreed in writing to cover you. from one hospital to another and/or arrange for your repatriation, but you
7. The cost of your unused original tickets where you or we have paid for you to decide not to be moved or repatriated.
come home following cutting short your trip or had to extend your trip. In 10. Expenses incurred for medical tests required in the area you are travelling
addition, if you have not purchased a return ticket, we will deduct the cost of an to/in/from or returning to your home area, or by the public transport provider
economy flight (based on the cost on the date you come home) from any costs we (unless specifically needed for a repatriation arranged by our Emergency
have incurred whilst returning you to your home. Assistance Line).
8. Any claim arising from your failure to obtain any recommended vaccines, 11. Anything mentioned in the Exclusions and conditions section which are
inoculations or medications prior to your trip. applicable to all sections of the policy.
9. Any claims arising directly or indirectly from:
a) The cost of treatment or surgery, including exploratory tests, which are not You should also refer to the Pre-existing medical conditions section.
related to the injury due to an accident or illness which necessitated your
admittance into hospital.
b) Any expenses which are not usual, reasonable or customary to treat your
injury due to an accident, illness or disease.
c) Any form of treatment or surgery which in the opinion of the Emergency
Medical Assistance Service or us (based on information provided by the
medical practitioner in attendance), can be delayed reasonably until your
return to your home area.
d) Expenses incurred in obtaining, replenishing or replacing medication, which
you know you will need at the time of departure or which will have to be
continued whilst on your trip. Where possible and with the agreement of
your medical practitioner, you should consider how much medication you
will require and allow for any possible travel delays.
30
 • adverse weather conditions
Section 3 – Disruption or delay to travel • strike
plans then we will pay you up to the amounts shown in the Table of Benefits for
reasonable additional accommodation (room only) and public transport costs
(economy only) so that you may continue your trip.
Introduction
The purpose of this section is to help you if you experience certain disruptions to Travel Delay
your travel plans and you are left out of pocket. However, under certain 2. If you arrive later than planned at your destination due to a delay of public
circumstances, your tour operator or transport provider may be responsible for transport we will pay you up to the amounts shown in the Table of Benefits for
providing assistance and compensation. If the loss you have suffered is covered by each period of delay (as displayed in the Table of Benefits) you suffer up to the
the compensation scheme of your tour operator or transport provider, we will not maximum shown (to help you pay for telephone calls, meals and refreshments
provide the same cover under this policy. You may also be covered by your purchased during the delay).
credit/debit card provider under the Consumer Credit Act if the services you have
paid for are not provided as agreed e.g. if a company becomes insolvent. Travel Disruption
3. We will pay you up to the amount shown in the Table of Benefits for your
European Union (EU) Regulation reasonable additional accommodation and public transport travel expenses (up to
European Union (EU) Regulation establishes the minimum rights for air the standard of your original booking) so that you may continue your trip If your trip
passengers to ensure they are treated fairly and you may be entitled to is disrupted due to
compensation from your airline in the event of one of the following: • a catastrophe; or
1. Denied Boarding - Have you been denied boarding because the airline did not • the insolvency of the accommodation provider, transport provider or
have enough seats on the flight? their booking agents; or
2. Cancelled Flight - Has your flight been cancelled?
• the public transport on which you were booked to travel being
3. Long Delays - Has your flight been delayed for three hours or more?
cancelled or delayed for at least 12 hours, diverted or redirected after
4. Baggage - Has your checked-in baggage been damaged, delayed or lost?
take-off; or
5. Injury and Death by Accident(s) - Have you been injured during your flight?
• you are involuntarily denied boarding and no suitable alternative is
6. Package Holidays - Did you get what you booked?
offered within 12 hours.
For full details of your entitlements, visit
http://ec.europa.eu/transport/themes/passengers/air/
Special conditions relating to claims
Special conditions are important in the event of a claim. If you are unable to
What is covered
show they have been followed this may affect your ability to claim.
Missed Departure
1. You must seek financial compensation, assistance or a refund of your costs from
1. If you fail to arrive at the departure point, including any onward connecting
your travel provider and invoke your rights under EU Air Passenger Rights
transport, in time to board the public transport on which you are booked to
legislation in the event of cancellation or delay of flights if applicable.
travel due to:
2. You must allow enough time to arrive at the departure point and check in for
• the failure of other public transport or your outward or return journey.
• an accident to or breakdown of the vehicle in which you are
travelling or What is not covered
• an accident, breakdown or an unexpected traffic incident 1. The excess shown on your certificate (except under point 2 of the what is covered
happening which causes an unexpected delay section).
31
2. Any claim where you have been unable to evidence your loss, please refer to applicable to all sections of the policy.
the claims evidence section.
3. The cost of Air Passenger Duty (APD) at the rate published by HMRC, whether
irrecoverable or not.
4. Any strike or adverse weather that was publicly announced prior to you
purchasing your policy or within seven days of booking any trip. An example of
publicly announced adverse weather would be the point which an impending
weather event is officially named by the Met Office, Environment Agency or any
similar body
5. Any unused or additional costs incurred by you which are recoverable from:
a) The providers of the accommodation, their booking agents, travel
agent or other compensation scheme.
b) The providers of the transportation, their booking agents, travel agent,
compensation scheme or Air Travel Organisers’ Licensing (ATOL).
c) Your credit or debit card provider or PayPal.
6. Any travel and accommodation costs, charges and expenses where the public
transport operator has offered reasonable alternative travel arrangements
within the delay period (as displayed in the Table of Benefits) of the scheduled
time of departure.
7. Claims arising from:
a) Breakdown of any vehicle owned by you which has not been
maintained in accordance with manufacturer’s instructions or in
the event of an accident or breakdown when a repairer’s report is
not provided.
b) Any costs incurred due to you not planning your journey correctly,
you must allow enough time to complete your journey and arrive at
the time stipulated by the travel provider.
c) Any property maintenance costs or fees incurred by you as part of
your involvement of a Timeshare or Holiday Property Bond
scheme are not covered.
8. Any costs associated with rearranging your travel plans due to the public
transport provider changing their scheduled timings which in turn impacts your
planned itinerary.
9. Any claim where you were unable to take your public transport due to delays in
security and/or customs.
10. Your inability to travel due to you not producing vaccine certificates, medical
tests/ documents which are needed to travel.
11. Any costs for your Package holiday if it was cancelled by your travel provider or
you were unable to travel due to a change in FCDO travel advice.
12. Anything mentioned in the Exclusions and conditions section which are
32
 Special conditions relating to claims
Section 4 – Personal belongings and money Special conditions are important in the event of a claim. If you are unable to
show they have been followed this may affect your ability to claim.
Introduction 1. You must report any theft to the Police in the country where the theft occurred as
The purpose of this section is to help you in the event of something happening to soon as possible and get a crime reference number or incident report.
your suitcases (or containers of a similar nature), their contents or your personal 2. You must report any loss, theft or damage while in the care of a carrier, transport
money. Below explains the cover we provide if your items are lost, stolen or company, authority, hotel or accommodation provider and get a written record
damaged. of the event.
Important information: If your insurance certificate shows £0, this means there is no 3. If any items are lost, stolen or damaged whilst in the care of an airline you must
cover under Section 4 – Personal belongings and money. report this within the time limit contained in their terms and conditions and get a
If you need to claim, we will pay you based on today’s prices minus a deduction for Property Irregularity Report.
wear and tear and depreciation (loss of value), or we may replace, reinstate or repair
the lost or damaged baggage or valuables. What is not covered
The limit shown on your insurance certificate is the maximum overall limit applicable 1. The excess shown on your certificate (except for claims under point 2b of What is
to this section. covered.)
The maximum we will pay you for any one item, pair or set of items under this 2. Any claim where you have been unable to evidence your loss, please refer to
section is shown in the Table of Benefits as the single article limit. the claims evidence section.
3. Any claims for ski equipment (please refer to Section 7 – Winter sports if you have
What is covered paid the premium for the additional cover)
1. We will pay you up to the amounts shown in your insurance certificate for 4. Any claims for golf equipment (please refer to Section 8 – Golf Cover if you have
baggage if it is accidentally lost, damaged or stolen whilst on your trip. paid the premium for the additional cover)
2. We will pay you up to the amounts shown in the table of benefits for the following 5. Loss, theft of or damage to valuables, cash, important documents or personal
items if they are accidentally lost, damaged or stolen whilst on your trip: money left unattended at any time unless deposited in a safe, safety deposit box
a) Valuables or left in locked accommodation.
b) Replacement of essential items if lost in transit due to carrier error during 6. Loss, theft of or damage to baggage contained in an unattended vehicle unless
the outward journey for more than 12 hours it is locked out of sight in a secure baggage area (being a locked dashboard,
c) Personal money (excluding cash) boot or luggage compartment, fixed storage unit of a motorised or towed
d) Cash caravan, locked luggage box which is locked to a roof rack) and entry has been
e) Replacement important documents gained by unauthorised access.
Any claim under point 2a and 2b will be deducted from your baggage limit 7. Loss theft or damage to baggage left unattended at any time
3. We will pay you up to the amount shown in the Table of Benefits for travel and 8. Loss, theft or damage:
accommodation expenses incurred when obtaining a replacement of your a) Due to delay, confiscation or detention by customs or any other authority.
important documents which have been lost, damaged or stolen whilst outside of b) To tobacco products, tobacco substitutes, e-cigarettes, Vape products
your home area. and perishable goods (such as food and drinks).
The intention of this is to help pay for travel and accommodation costs in getting c) To motor accessories (excluding keys which are covered only for a car
to the embassy to obtain suitable replacements/an alternative flight home. You which is owned by you) .
must check whether any temporary documentation will enable you to continue d) Caused by wear and tear, or
your planned trip. e) Mechanical or electrical breakdown.
9. Loss or damage due to depreciation (loss in value) or variations in exchange rate.
10. Loss, theft or damage to any equipment associated with a sport or activity which
33
 is not covered by your policy.
11. Any virtual currency including but not limited to crypto-currency, including Section 5 – Legal and liability
fluctuations in value.
12. Anything mentioned in the Exclusions and conditions section which Introduction
are applicable to all sections of the policy. This section is split into two parts.
The purpose of the Legal expenses and assistance section is to help you in the
event you need to claim compensation if someone else causes you illness, injury
or death.
The purpose of the Personal liability section is to help you in the event you are found
liable for damage to someone else’s property or cause another person’s illness,
injury or death.

Section 5a – Legal expenses and assistance

Introduction
If your claim is covered under a section of this policy and no exclusions apply then it
is vital that you comply with the conditions of this policy in order for your claim to
proceed. The conditions applicable to this section are contained under the
‘General Conditions’ section below and should be read carefully. Some of the main
conditions to this insurance are that:

Prospects of success
There must be more than a 50% chance of winning the case and achieving a
positive outcome. A positive outcome includes, but is not limited to, recovering
the amount of money at stake, enforcing a judgment or achieving an outcome
which best serves your interests. The assessment of your claim and the
prospects of its success will be carried out by an independent agent. If the agent
determines that there is not more than a 50% chance of success then we may
decline or discontinue support for your case.

Proportional costs
An estimate of the costs to deal with your claim must not be more than the amount
of money in dispute. The estimate of the costs will be provided with the
assessment of your case and will be carried out by the independent agent. If the
estimate exceeds the amount in dispute then we may decline or discontinue
support for your case.

Duty of disclosure
If this policy covers you as a private individual, unrelated to any trade, business
or profession, you must take reasonable care to disclose correct information. The
34
extent of the information you are required to disclose will be based on, among c) Being able to achieve an outcome which best serves your interests.
other things, the type of insurance, explanatory material and the clarity and 7. Other insurances
specificity of the questions you are asked when you took out this insurance. If any claim covered under this policy is also covered by another legal
expenses policy or would have been covered if this policy did not exist, we will
Suspension of cover only pay our share of the claim even if the other insurer refuses the claim.
If you breach a condition of this insurance contract which is essential to its 8. Disclosure
performance, this insurance contract will be suspended from the time of the If you fail to disclose relevant information or you disclose false information in
breach until the time the breach can be remedied. The insurer will have no relation to this policy, we or the broker, may:
liability to you for any loss which occurs, or which is attributable to something a) Cancel the contract and keep the premiums if the disclosure breach is
happening, during the period when this insurance contract is suspended. deliberate or reckless.
b) Cancel the contract but return the premiums proportionately if this
What is covered contract would not have been entered into had the disclosure breach been
We will pay up to the amount shown in your certificate for legal costs to pursue a civil known.
action for compensation against someone else who causes you bodily injury, illness c) Amend the terms of the contract accordingly if the contract would have
or death. been entered into on different terms had the disclosure breach been
Where there are two or more insured persons insured by this policy, then the known.
maximum amount we will pay for all such claims shall not exceed the amount shown d) Proportionately reduce the amount you are entitled to in the event of a
in the table of benefits. successful claim if a higher premium would have been charged had the
disclosure breach been known.
Special conditions relating to claims 9. Fraud
1. We shall have complete control over the legal case through agents we nominate, In the event of fraud, we:
by appointing agents of our choice on your behalf with the expertise to pursue a) Will not be liable to pay the fraudulent claim.
your claim. b) May recover any sums paid to you in respect of the fraudulent claim.
2. You must follow our agent’s advice and provide any information and assistance c) May cancel this policy with effect from the fraudulent act and keep all
required within a reasonable timescale. premiums paid to us.
3. You must advise us of any offers of settlement made by the negligent third party d) Will no longer be liable to you in any regard after the fraudulent act.
and you must not accept any such offer without our permission. 10. Change in law
4. We may include a claim for our legal costs and other related expenses. Cover under this policy is based on laws and regulations in force at the time
5. We may, at our own expense, take proceedings in your name to recover that it was written. If we believe that any subsequent change in law or
compensation from any third party for any legal costs incurred under this regulations results in the scope of cover being either restricted or broadened,
policy. we reserve the right to accept claims where the change restricts the cover under
You must give us any assistance we require from you and any amount recovered this policy, and reject claims where the change provides a benefit which did
shall belong to us not previously exist.
6. Prospects of success
At any time, we may, but only when supported by independent legal advice, What is not covered
form the view that you do not have a more than 50% chance of winning the We shall not be liable for:
case and achieving a positive outcome. If so, we may decline support or any 1. Any claim where in our opinion there is insufficient prospect of success in
further support. Examples of a positive outcome are: obtaining reasonable compensation.
a) Being able to recover the amount of money at stake. 2. Legal costs and expenses incurred in pursuit of any claim against a travel
b) Being able to enforce a judgment. agent, carrier, us, or their agents, someone you were travelling with, a person
35
 related to you, or another insured person. claims for compensation or damages or otherwise against any third party. We
3. Legal costs and expenses incurred prior to our written acceptance of the case. will have full discretion in the conduct of any negotiation or proceedings or in
4. Any claim where the legal costs and expenses are likely to be greater than the the settlement of any claim and you will give us all necessary information and
anticipated amount of compensation. assistance which we may require.
5. Any claim where the legal costs and expenses are variable depending on the 5. If you die, your legal representative(s) will have the protection of this cover
outcome of the claim. providing they comply with the terms and conditions outlined in this policy.
6. Legal costs and expenses incurred if an action is brought in more than one
country. What is not covered
7. Any claim where in our opinion the estimated amount of compensation is less 1. The excess shown on your insurance certificate.
than £1,000 for each insured person. 2. Any claim where you have been unable to evidence your loss, please refer to
8. Travel, accommodation and incidental costs incurred to pursue a civil action for the claims evidence section.
compensation. 3. Compensation or legal costs arising directly or indirectly from:
9. The costs of any appeal. a) Liability which has been assumed by you under agreement (such as a hire
10. Claims by you other than in your private capacity. agreement) unless the liability would have existed without the
11. Anything mentioned in the Exclusions and conditions section which are agreement.
applicable to all sections of the policy. b) Pursuit of any business, trade, profession or occupation or the supply of
goods or services.
c) Ownership, possession or use of mechanically propelled vehicles, aircraft or
Section 5b – Personal liability watercraft (other than surfboards or manually propelled rowing boats,
punts or canoes.)
What is covered d) The transmission of any contagious or infectious disease or virus.
We will pay you up to the amount shown in the your certificate (including legal costs e) Your ownership, care, custody or control of any animal.
and expenses) against any amount you become legally liable to pay as f) Any claim where the incident occurred within your home area.
compensation for any claim or series of claims arising from any one event or source 4. Anything mentioned in the Exclusions and conditions section which
of original cause for accidental: are applicable to all sections of the policy.
1. Injury due to an accident, death, illness or disease to any person who is not in
your employment or who is not a close relative or persons residing with you.
2. Loss of or damage to property that does not belong to and is neither in the
charge of nor under the control of you, a close relative and/or anyone in your
employment other than any temporary holiday accommodation occupied (but
not owned) by you.

Special conditions relating to claims

1. You must give us written notice of any incident, which may result in a claim as
soon as possible.
2. You must send us every court claim form, summons, letter of claim or other
document as soon as you receive it.
3. You must not admit any liability or pay, offer to pay, promise to pay or negotiate
any claim without our permission in writing.
4. We will be entitled to take over and carry out in your name the defence of any
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 Special conditions relating to claims
Section 6 – Personal accident 1. Our medical practitioner may examine you, and where deemed necessary, you
may be referred to a specialist for further consultation.
Introduction
The purpose of this section is to provide you with a financial lump sum in the event What is not covered
you suffer permanent total disablement, loss of sight, loss of a limb or death due to 1. Any claim where you have been unable to evidence your loss, please refer to
an accident during your trip. the claims evidence section.
This section will not be applicable if you suffer any of the above as the result of 2. Benefit is not payable to you:
an illness. a) Under more than one of benefit 1, 2 or 3 in the table above.
b) Under benefit 2 if the permanent loss of use of an entire hand or foot is only partial
Words with special meanings in this section (which are shown in and not total and complete (being 100%).
italics) c) Under benefit 3 until one year after the date you sustain injury due to an
Loss of limb accident.
Loss by permanent severance of an entire hand or foot or the total, complete and 3. Benefit 1 will be paid to the deceased insured person’s estate.
permanent loss of use of an entire hand or foot. 4. No payment will be made for persons aged 65 years or older under Loss of one or more
limbs and/or loss of sight in both eyes or Permanent total disablement.
Permanent total disablement 5. No payment will be made if you sustain injury whilst participating in an activity that is not
A condition which is of a permanent and irreversible nature which is shown by covered by this policy.
medical evidence to be likely to continue for the remainder of your life and as 6. Any claim which is caused by either:
certified by a registered medical practitioner, to the reasonable satisfaction of our a) Medical or surgical procedures or
Chief Medical Officer, and which prevents you from engaging in any work or b) Illness, infection or bacteria or
occupation for remuneration or profit. c) Any gradually developing bodily deterioration
7. Any claim not resulting from an unintentional accident.
Loss of sight 8. Anything mentioned in the Exclusions and conditions section which are applicable to all
The total and irrecoverable loss of sight which shall be considered as having sections of the policy
occurred:
a) in both eyes, if your name is added to the Register of Blind Persons on the
authority of a fully qualified ophthalmic specialist; or
b) in one eye if the degree of sight remaining after correction is 3/60 or less on
the Snellen scale (which means only seeing at 3 metres what you should see
at 60 metres).

What is covered
We will pay one of the benefits shown in the Table of Benefits if you sustain injury
due to an accident which shall solely and independently of any other cause, result
within two years either in
1. your death,
2. loss of limb,
3. loss of sight or permanent total disablement.

37
Section 7 – Winter sports What is not covered
(only applicable if shown on your policy certificate) 1. The excess shown on your insurance certificate (except for claims under point
3 and 6 of What is covered.)
Introduction 2. Any claim where you have been unable to evidence your loss, please refer
This section is available to purchase as an optional upgrade. to the claims evidence section.
The purpose of this section is to provide cover whilst you are on a Winter sports trip 3. Loss, theft or damage to ski equipment left unattended at any time.
that involves activities or sports that are on snow or ice. It’s important to check the 4. Loss, theft of or damage to ski equipment contained in or stolen from an
sports and other activities section of the wording to ensure that any activities that unattended vehicle at any time unless it is locked out of sight in a secure baggage
you plan to participate in as part of your Winter sports trip are covered. The policy area (being a locked dashboard, boot or luggage compartment, fixed storage unit of
will not cover any professional sports or entertainment and racing events. a motorised or towed caravan, locked luggage box which is locked to a roof rack) or
Cover is available only if the Winter sports section is shown as purchased in your locked in a dedicated ski equipment storage rack and entry has been gained by
policy certificate and the additional premium has been paid. unauthorised access.
5. Loss, theft or damage:
a) due to delay, confiscation or detention by customs or any other authority
What is covered
b) due to depreciation (loss in value) or variations in exchange rate
We will pay you up to the amounts below:
c) to motor accessories (excluding keys which are covered only for a car
1. The accidental loss of, theft of or damage to your own ski equipment (reduced to the
which is owned by you)
amount shown in the Table of benefits for hired ski equipment)
d) caused by wear and tear, or
2. The cost of hiring replacement ski equipment if your owned ski equipment is lost,
e) mechanical or electrical breakdown.
stolen or damaged (including temporary loss in transit for more than 24 hours).
6. The closure or impending closure of the skiing facilities in your resort
3. For the unused portion for your ski pack and ski pass following your accident, bodily
existing or being publicly announced by your tour operator, resort or the
injury, illness or disease.
media by the date you purchased this insurance or at the time of booking
4. If a lack of snow, too much snow or an avalanche results in the skiing facilities
your trip, whichever is the later.
(excluding cross country skiing) in your resort being closed. This only applies to trips
7. Any claim where you did not leave your home to start your trip.
taken outside of the UK during the published ski season for your resort.
8. Anything mentioned in the General exclusions applicable to all sections of
5. Reasonable additional accommodation (room only) and transport if you are delayed
the policy.
by 24 hours or more by avalanche or landslide.
The maximum we will pay you for any one item, pair or set of items under this
section is shown in the Table of Benefits as the single article limit.

Special conditions relating to claims

Special conditions are important in the event of a claim. If you are unable to
show they have been followed this may affect your ability to claim.
1. You must report any theft to the police in the country where the theft occurred
as soon as possible and get a crime reference number or incident report of the
loss, theft or attempted theft of your own ski equipment.
2. You must report any loss, theft or damage while in the care of a carrier,
transport company, authority, hotel or accommodation provider and get a
written record of the event.

38
 fixed storage unit of a motorised or towed caravan, locked luggage box
Section 8 – Golf which is locked to a roof rack) and entry has been gained by unauthorised
(only applicable if shown on your policy certificate) access.
5. Any losses or damage due to delay, confiscation or detention by customs
Introduction or any other authority.
This section is available to purchase as an optional upgrade. 6. Loss or damage due to depreciation (loss in value) or variations in exchange
The purpose of this section is to provide cover specifically if you will be playing golf rate.
whilst on a trip. The policy will not cover any professional sports or entertainment. 7. Loss, theft or damage:
Cover is available only if the golf cover section is shown as purchased in your policy a) Due to delay, confiscation or detention by customs or any other authority
certificate and the additional premium has been paid. b) To motor accessories (excluding keys which are covered only for a car
which is owned by you)
c) Caused by wear and tear, or
What is covered
d) Mechanical or electrical breakdown.
We will pay you up to the amounts shown in your certificate for:
8. Anything mentioned in the General exclusions applicable to all sections of the
1. The accidental loss of, theft of or damage to your own golf equipment (reduced
policy.
to the amount show in your certificate for hired golf equipment).
2. The cost of hiring emergency replacement golf equipment if lost, stolen or
damaged (including temporary loss in transit for more than 24 hours of your
own golf equipment).
3. Unused green fees.

Special conditions relating to claims

Special conditions are important in the event of a claim. If you are unable to show
they have been followed this may affect your ability to claim.
1. You must report any theft to the police in the country where the theft occurred
as soon as possible and get a crime reference number or incident report of the
loss, theft or attempted theft of your own golf equipment.
2. You must report any loss, theft or damage while in the care of a carrier, transport
company, authority, hotel or accommodation provider and get a written
record of the event.

What is not covered

1. The excess shown on your insurance certificate except for claims under point 2
of What is covered.
2. Any claim where you have been unable to evidence your loss, please refer to
the claims evidence section.
3. Loss, theft or damage to golf equipment left unattended at any time.
4. Loss, theft of or damage to golf equipment contained in or stolen from an
unattended vehicle at any time unless it is locked out of sight in a secure
baggage area (being a locked dashboard, boot or luggage compartment,

39
 theft.
Section 9 – Cruise Cover (only applicable if shown on your 2. If items are lost, stolen or damaged whilst in the care of a carrier, transport
policy certificate) company, authority, hotel or your accommodation provider, you must report
details of the loss, theft or damage to them and obtain written confirmation.
Introduction 3. If items are lost, stolen or damaged whilst in the care of an airline you must
You are automatically covered whilst on a Cruise, the Cruise cover upgrade is an give formal written notice of the claim to the airline within the time limits
option you can add to enhance your cover whilst on a Cruise. It provides extra detailed in their conditions of carriage (please ensure you keep a copy).
protection for you when you are on a cruise. You will not receive the increased covers 4. For claims where you have been confined to your cabin for medical reasons,
listed below unless you have added this section to your policy before the incident that you will need to obtain the appropriate medical reports from the medical
led to the claim. Your Insurance certificate will show if you have purchased this officer.
option.
What is not covered
What is covered 1. The excess shown on your insurance certificate (except for claims under point
We will pay you up to the limits shown below for the following items if they are 5 and 6 of What is covered.)
accidentally lost, damaged or stolen whilst on your cruise. 2. Any claim where you have been unable to evidence your loss.
1. £2,500 Baggage. 3. Any claim for sports equipment where the policy does not cover the sport or
2. £750 per single article, pair or set of articles. activity which you are taking part in.
3. £500 Valuables. 4. Any claim for golf equipment unless Section 8 - Golf cover has been selected,
4. Up to £250 for any missed pre-paid shore trips as a result of the ship on or ski equipment unless Section 7 - Winter sports cover has been selected.
which you are travelling being unable to dock at the scheduled destination Your certificate will show if you have purchased these optional covers.
or as a result of you being confined by the ships’ medical officer to your 5. Loss, theft of or damage to valuables, cash, important documents or personal
cabin for medical reasons during your trip. money left unattended at any time unless deposited in a safe, safety deposit
5. £100 for every complete 24 hour period you are confined to your cabin on the box or left in locked accommodation.
advice of the ship’s medical officer. A maximum limit of £500 applies. 6. Loss, theft of or damage to baggage and sports equipment contained in an
6. £50 up to a maximum of £250 Missed port if the ship on which you are unattended vehicle unless it is locked out of sight in a secure baggage area
travelling being unable to dock at the scheduled destination because of (a locked dashboard, boot or luggage compartment, fixed storage unit of a
adverse weather or timetable restriction. motorised or towed caravan, locked luggage box which is locked to a roof
You may only claim under one of either Section 2-Medical Emergency and rack) and entry has been gained by unauthorised access.
Repatriation Expenses Section 4 – Personal belongings and money or Section 9 – 7. Loss, theft or damage:
Cruise cover for the same event. Upon notification we will allocate your claim against a) due to delay, confiscation or detention by customs or any other authority;
the most appropriate section of the policy in the best interest of the named insured b) to motor accessories (excluding keys which are covered only for a car
person(s). which is owned by you);
c) to tobacco products, tobacco substitutes and perishable goods
Special conditions relating to claims (such as food and drinks);
d) caused by wear and tear;
Special conditions are important in the event of a claim. If you are unable to show
e) caused by mechanical or electrical breakdown.
they have been followed this may affect your ability to claim.
8. Loss or damage due to depreciation (loss in value), or variations in exchange
1. You must report to the local police or port authority in the country where the
rate.
incident occurred (or where appropriate the ships purser or the cruise
9. Anything mentioned in General conditions and exclusions
operator’s representatives) within 24 hours of discovery or as soon as possible
after that. You will need to get a written report of the loss, theft or attempted
40
Complaints Procedure Data Protection Notice and Fraud
We make every effort to provide you with the highest standards of service. If on any By providing your personal information in the course of purchasing this policy and using
occasion our service falls below the standard you would expect us to meet, the procedure our services, you acknowledge that we may process your personal information. You also
below explains what you should do. consent to our use of your sensitive information. If you provide us with details of other
individuals, you agree to inform them of our use of their data as described here and in our
You can contact the Complaints Team, who will arrange an investigation on your behalf, website privacy notice available at https://www.axapartners.com/en/page/en.privacy-
on: policy

Complaints Team, Processing your personal information is necessary in order to provide you with an
AXA Partners, insurance policy and other services. We also use your data to comply with our legal
The Quadrangle, obligations, or where it is in our legitimate interests when managing our business. If you
106-118 Station Road, do not provide this information we will be unable to offer you a policy or process your
Redhill RH1 1PR claim.
Tel: 0203 475 3630 We use your information for a number of legitimate purposes, including:
Email: claimcomplaints@axa-assistance.co.uk • Underwriting, policy administration, claims handling, providing travel assistance,
complaints handling, sanctions checking and fraud prevention.
• Use of sensitive information about the health or vulnerability of you or others
If, after our investigation is complete, it is impossible to reach an agreement, you may where relevant to any claim or assistance request, in order to provide the services
have the right to make an appeal to the Financial Ombudsman Service by writing to: described in this policy. By using our services, you consent to us using such
information for these purposes.
The Financial Ombudsman Service • Monitoring and/or recording of your telephone calls in relation to cover for the
Exchange Tower purposes of record-keeping, training and quality control.
Harbour Exchange Square
• Technical studies to analyse claims and premiums, adapt pricing, support
London
subscription process and consolidate financial reporting (incl. regulatory). Detailed
E14 9SR
analysis on claims to better monitor providers and operations. Analysis of customer
Tel: 0300 123 9123 or 0800 023 4567
satisfaction and construction of customer segments to better adapt products to
Fax: 020 7964 1001
market needs.
Email: complaint.info@financial-ombudsman.org.uk
• Obtaining and storing any relevant and appropriate supporting evidence for your
claim, for the purpose of providing services under this policy and validating your
These procedures do not affect your right to take legal action.
claim.
• Sending you feedback requests or surveys relating to our services, and other
customer care communications.

We may disclose information about you and your insurance cover to companies within
the AXA group of companies, to our service providers and agents in order to administer
and service your insurance cover, to provide you with travel assistance, for fraud

41
prevention, to collect payments, and otherwise as required or permitted by applicable
law. Important Telephone Numbers
We will separately seek your consent before using or disclosing your personal data to All claims – 0203 475 3630
another party for the purpose of contacting you about other products or services (direct
marketing). Emergency and medical service
You may withdraw your consent to marketing at any time, or opt-out of feedback • from anywhere in the world + 44 (0)203 475 3630
requests, by contacting the Data Protection Officer (see contact details below). • from the United Kingdom – 0203 475 3630
Data Protection Officer
AXA Travel helpline 0800 389 5904
106-108 Station Road
Redhill, RH1 1PR When calling the emergency and medical service them you have a SunWorld policy
Email: dataprotectionenquiries@axa-assistance.co.uk through David Oliver Associates and quote your policy number.
You can make a claim online 24/7 at https://uk.claims.axa.travel

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