Worth doing right

Travel Insurance Policy

April 2021
Welcome to Staysure
Thank you for choosing Staysure and letting us protect you whilst you
are on holiday. We hope we have given you all the information you
need and we wish you a stress free and enjoyable trip. If there is
anything else we can do for you, please call our Customer Services Team
on the number below. We are here to help you should you need us.

Essential Information
It is important that you read this policy document and your Validation Certificate
carefully to ensure that it meets your requirements and so that you understand the extent
of cover provided, what is and is not covered along with any terms, or conditions of cover.

The policy document contains different levels of cover, some of which are optional and
only apply where you have selected them and paid the required additional premium.

For information about your rights to cancel the policy and the cooling off period,
please see Cancellation Provisions on page 48 of this policy booklet.

Please take this document with you when you travel in case you need assistance, or
need to make a claim. If you have any questions about the cover provided please call
our Customer Services Team on the number below, we are open Monday to Saturday
between 8.30am and 6pm.

It is important that you call us as soon as you need to make a change to your policy,
to ensure you are accurately covered.

Useful telephone numbers – we are here to help you

Call our Customer Services Team
If you have a query or need to amend your policy in any way 0333 006 8033
Or if calling from outside the UK +44 1604 210 845
Call our 24 hour Medical Emergency Support
If you require medical assistance whilst on holiday +44 1403 288 414
Freephone when calling from a landline within the USA +1 844 780 0639
and Canada. Call charges apply when calling from a mobile.

To ensure we are consistent in providing our customers with quality service, we may
record your telephone call.

If you need to make a claim – please see the back cover for the relevant
telephone numbers and page 46 for our claims procedures.
Health Declaration
Your policy contains restrictions, conditions and exclusions that relate to your health and to the
health of others on whom your trip might depend. You must read the following information and be
satisfied that this policy meets your needs.
Pre-existing medical conditions will not be covered unless they have ALL been declared, and
accepted by us in writing. You must therefore ensure that you answer all questions about yourself
and anyone else insured under your policy fully, honestly, and to the best of your knowledge,
as failure to answer our questions accurately may affect the cover we provide and our ability to
pay your claim. Please see page 4 for what you must do if you have a change to your health after
purchasing your policy.
We are unable to provide cover for any pre-existing medical condition(s) where you have
an undiagnosed medical condition, or a condition where you are currently on a waiting list,
undergoing treatment, or tests or, where you are awaiting the results of any tests. There are some
instances we may be able to provide cover for pre-existing conditions if you are awaiting surgery,
(please see the Medical Declaration section on page 8 for more details).
If you have any questions about what cover will be provided by this policy in respect of your
existing medical conditions, please contact Staysure Customer Services.
Please note: this policy does not provide cover for treatment that can be delayed and carried out
after your repatriation home or for any private medical expenses where medically suitable state
treatment is available. It is therefore a condition of this insurance policy that in the first instance you
make use of any reciprocal health agreement between the United Kingdom, Channel Islands, or the
Isle of Man and the country you have travelled to, should you require medical treatment whilst travelling.

For emergencies abroad call us first

(It may save you having to pay the policy excess)
For medical emergencies: if you are taken to hospital as an emergency by ambulance or other
emergency service, you will need to make sure that you or a travelling companion call us within
48 hours.
For non-urgent medical help: if you need to see a Doctor, or need to go to Accident & Emergency
or a clinic, call us first. This way we may be able to help you locate the safest and most appropriate
source of treatment.
In either case you may reverse the call charges, or ask to be called back.
If your outpatient treatment is likely to cost more than £350 or you are admitted into hospital
abroad, someone must call Staysure Assistance 24 hour medical emergency helpline as soon
as possible. If you have to cut short your trip under Section 2 (Cutting Short Your Trip and
Trip Interruption) or Section 3 (Emergency Medical and Repatriation) Staysure Assistance must
authorise this in advance. Failure to contact Staysure Assistance may mean that we are not able
to provide cover or we may reduce the amount we pay for your medical treatment, or additional
travel expenses.
Where you have a valid claim and your medical expenses exceed £350 we will look to settle the bill
directly with the medical provider where possible.
For non-medical emergencies: if something happens during your trip, and you need our help,
please contact us. If we identify that the event causing the emergency is not covered by this policy,
we will still try to assist you in resolving the problem, but it would be at your own cost.

PLEASE NOTE: This is a travel insurance policy and not private

medical insurance.

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 Changes to your health after purchasing your policy
If after you purchase your policy, or before booking any new trips, any of the following happens:
• you are diagnosed with a new medical condition
• your doctor, or consultant changes your prescribed medication
• you receive inpatient medical treatment
• you are now awaiting a diagnosis, investigation, test results or medical treatment
then you must contact Staysure Customer Services. A member of the team will ask you specific
questions about your medical condition(s).
This may result in an additional premium to allow cover to continue, to add additional Terms and
Conditions to your policy or to exclude cover for the newly diagnosed condition or for the condition
that has undergone significant change.
If we are unable to continue to provide cover, or if you do not wish to pay the additional premium
you will be entitled to make a claim under Section 1 (Cancellation) for costs which cannot be recovered
elsewhere for trips booked prior to the change in health.
Alternatively, you will be entitled to cancel your policy, in which case, we will refund a proportionate
amount of your premium.
Please note that your doctor, or consultant telling you that you are well enough to travel does not
mean that you will be covered for your pre-existing medical condition(s). If you have any concerns
regarding whether, or not you will be covered please contact Staysure Customer Services.

Eligibility
In order to be eligible for cover under this policy you must also be:
• a resident of the United Kingdom, Channel Islands, or the Isle of Man for six of the last twelve months;
• registered with a doctor in the United Kingdom, Channel Islands, or the Isle of Man, if you live
in England, Scotland, Wales or Northern Ireland you must have a National Insurance number
(if aged 16 or older);
• travelling from and returning to the United Kingdom, Channel Islands, or the Isle of Man:

Countries with reciprocal health agreements

If you require medical treatment during your trip then in the first instance you must make use of
any reciprocal health agreement between the United Kingdom, Channel Islands, or the Isle of Man
and the country you have travelled to.
In the event of liability being accepted for a medical expense that have been reduced by the use of
a reciprocal health agreement then we will not apply the deduction of the excess under Section 3 –
Emergency Medical and Repatriation.
Australia and New Zealand
If you require medical treatment in;
• Australia – you must enrol with a local MEDICARE office
• New Zealand – you must go to a state medical facility and present your passport at the time of
treatment
If you are admitted to hospital, contact must be made with Staysure Assistance as soon as possible.

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Contents
Useful telephone numbers...................................................................................................................2
Health declaration ..................................................................................................................................3
Changes in health ...................................................................................................................................4
Reciprocal Health Agreements ...........................................................................................................4
Table of benefits.......................................................................................................................................6
Medical Declaration ...............................................................................................................................8
Important information ..........................................................................................................................9
Definition of words...............................................................................................................................12

Sections of Insurance
1 Cancellation...................................................................................................................................15
2 Cutting Short Your Trip & Trip Interruption ........................................................................16
3a Emergency Medical & Repatriation Expenses ...................................................................17
3b Hospital Daily Benefit ................................................................................................................19
4a Missed Departure ......................................................................................................................20
4b Home Country Departure Assistance & Missed Home Country Connection ........... 20
5 Travel Delay ..................................................................................................................................21
6a Personal Baggage .......................................................................................................................21
6b Baggage Delay on your Outward Journey ...........................................................................22
6c Personal Money & Passport ....................................................................................................22
7 Personal Accident .......................................................................................................................23
8 Personal Liability .........................................................................................................................24
9 Legal Costs & Expenses ............................................................................................................25
10 Hijack ..............................................................................................................................................27
11 Personal Assistance Services ..................................................................................................28
12 Pet Care .........................................................................................................................................28
13 End Supplier Failure Cover ......................................................................................................29
14 COVID-19 Cover...........................................................................................................................30
15 Optional Travel Disruption Extension....................................................................................32
16 Optional Cruise Plus Cover.......................................................................................................34
17 Optional Winter Sports Cover .................................................................................................36
18 Optional Golf Cover....................................................................................................................38
19 Optional European FCDO Travel Advice Extension...........................................................40

General Conditions – applying to all sections ..............................................................................42

General Exclusions – applying to all sections ..............................................................................43
Sports & Activities ................................................................................................................................45
Making a claim.......................................................................................................................................46
Complaints .............................................................................................................................................47
Cancellation provisions ......................................................................................................................48
Data Protection Act 2018 ..................................................................................................................48
Compensation Scheme ......................................................................................................................51

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Table of benefits
Section Cover Limits of cover Excess Limits of cover Excess
Basic Comprehensive
1 Cancellation £500 (optional £85** £5,000 (option to £65**
£1,000/£3,000)* increase to £15,000***)

2 Cutting Short Your Trip £500 (optional £85 £5,000 (option to £65
£1,000/£3,000)* increase to £15,000***)

• Trip Interruption £500 £85 £1,500 £65

• Pre-booked excursions £300 Nil £350 Nil

3a Emergency Medical & Repatriation £5,000,000 £100 Unlimited £65

Expenses

• Emergency Dental treatment £250 £85 £400 £65

• Additional Accommodation £2,000 Nil £2,000 Nil

and Travelling Costs

3b Hospital Daily Benefit No cover available on Basic £50 per each full 24 hour Nil
period up to £1,000

4a Missed Departure £500 £85 £1,500 £65

4b Home Country Departure No cover available on Basic £500 Nil

assistance and Missed Home
Country connection

5 Travel Delay £20 after the first Nil £50 after the first full Nil
full 12 hours then £10 12 hours then £10
for each full 12 hours, for each full 12 hours,
up to £300 up to £1,500

6a Personal Baggage £300 £85 £2,500 £65

• Single article or pair £250 £85 £400 £65

• Valuables £250 £85 £500 £65

6b Baggage Delay on your outward No cover available on Basic £50 for first 24 hours Nil
journey up to £150 after 48 hours

6c Personal Money and Passport £300 £500

• Cash limit (18 years and over) £250 £500

£85 £65
• Cash limit (under 18 years) £150 £150

• Passport £300 £500

7 Personal Accident

• Death £20,000
****
Nil
No cover available on Basic
• Loss of limb or Loss of sight £20,000
****
Nil

• Permanent Total Disability £20,000

****
Nil

8 Personal Liability Nil*(£2,000,000) £85 £2,000,000 £65

9 Legal Costs and Expenses No cover available on Basic £25,000 per person Nil
(maximum
£50,000 per policy)

10 Hijack No cover available on Basic £50 per full 24 hour Nil

period up to £5,000

11 Personal Assistance Services No cover available on Basic £250 Nil

12 Pet Care No cover available on Basic £35 per 24 hour period Nil
up to £350

13 End Supplier Failure No cover available on Basic £3,000 Nil

14 COVID-19 Cover See Sections 1,2, and 3a

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Table of benefits – optional sections of cover
Section Cover Limits of cover Excess Limits of cover Excess
Basic Comprehensive

Optional Cover (available subject to additional premium and if shown on your Validation Certificate)
15 Optional Travel Disruption Extension
• Extended Cancellation or £500 (optional £85 £5,000 £65
Cutting Short Your Trip £1,000/£3,000)*
• Extended Travel Delay and up to £1,000 Nil up to £1,000 Nil
Enforced Stay
• Additional Overseas £1,000 £85 £1,000 £65
Accommodation and
Repatriation cover
16 Optional Cruise Plus Cover
• Missed Port Departure £1,500 Nil
• Cabin Confinement £1,000 Nil
No cover available on Basic
• Itinerary Change £500 Nil
• Unused Excursions £500 £65
• Cruise Interruption £750 £65
17 Optional Winter Sports Cover†
• Winter Sport Equipment Up to £500 £65
• Ski Pass £250 £65
• Winter Sports Equipment Hire £20 for each full day Nil
up to £300
• Ski Pack No cover available on Basic £250 Nil
• Winter Sports Equipment Delay £20 for each full day Nil
up to £300
• Piste Closure £20 for each full day Nil
up to £200
• Avalanche or Landslide £20 for each full day Nil
up to £160
18 Optional Golf Cover
• Golf Equipment £5,000 £65
(single article £500)
No cover available on Basic
• Golf Equipment Hire £500 Nil
• Non-Refundable Golfing fees £1,500 Nil
• Hole-in-one cover £300 Nil
Excess Waiver†† This must be requested at the time
you purchase your policy. This cannot
be added retrospectively.
No cover available on Basic
Increased Single Article Limit This must be requested prior to the
commencement of your trip.
100 day upgrade†††
Connecting flights This must be requested prior to the commencement of your trip.
19 Optional European FCDO Travel
Please see Section 19 for details
Advice Extension

PLEASE NOTE: limits of cover are per Insured person unless otherwise shown. *Only available subject to an additional premium being
paid, and if shown on the Validation Certificate. **The excess for loss of deposit claims is reduced to £10. ***Cancellation cover can be
increased to £15,000 subject to underwriting criteria. ****Limited to £1,000 if the Insured Person is under 18 year of age, or over 85 years
of age. †Cover is only available to be added to a single-trip Comprehensive policy. ††Only applies to sections of cover within this policy
document. †††Only available on Comprehensive AMT policy.

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Medical Declaration Diagnostic laparoscopy
Digital excision arthroplasty (hammer toe repair)
You must comply with the following conditions
Dupuytren’s repair
in order to have full protection under this policy.
Ectropion repair
If you do not comply we may cancel the policy,
refuse your claim or reduce the amount of any Endometrial sampling
claim payment. Endovenous laser treatment of varicose vein(s)
Entropion repair
This insurance operates on the following basis. Evacuation of perianal haematomas
To be covered, you must be fit and able to Excision of benign skin cyst
undertake your planned trip and; Excision of benign skin lesion
• you are NOT travelling against the advice of Excision of basal cell carcinoma of the skin
a doctor (or would be travelling against the Excision of epididymal cyst
advice of a doctor had you sought his/her Excision of ganglion
advice); Excision of skin tag
Excision of skin wart
• you are NOT travelling with the intention of FESS (Functional endoscopic sinus surgery)
obtaining medical treatment, tests or Finger joint replacement
consultation abroad; Haemorrhoidectomy
• you are NOT travelling having been given Hip replacement
a terminal prognosis Ingrown toenail repair
The insurance will also NOT cover you for Injection to treat Carpal Tunnel Syndrome
any of your pre-existing medical conditions Injection to treat Haemorrhoids
whether diagnosed or not, if you have Injection to treat tennis and golfer’s elbow
any undiagnosed symptoms that require Injection to treat varicose veins
attention, or investigation in the future (that Knee replacement
is symptoms for which you are awaiting Laparoscopic repair of hiatus hernia
investigations/consultations, or awaiting results Laparoscopic repair of inguinal hernia
of investigations, where the underlying cause Laparoscopic repair of umbilical hernia
has not been established), or are awaiting any Laser vision correction
medical procedure, surgery, radiotherapy, Minor wounds not requiring stitches - no infection
chemotherapy, or dialysis. Myomectomy
One of the following can be covered as Myringoplasty
standard if you are either awaiting surgery, or Osteotomy for hallux valgus (bunion)
have not been fully signed off from all post- Reduction turbinates of nose
procedure follow ups providing you are not Release of trapped nerve in shoulder
travelling against your UK doctor’s advice. This Removal of contraceptive implants
must be accepted by Staysure and shown on Removal of a thyroid nodule
your Validation Certificate and an additional Repair of vaginal prolapse
premium may be required. Retinal detachment (no blurriness and not flying
within 60 days)
Adenoidectomy Septoplasty
Appendectomy Septo-rhinoplasty
Arthroscopic ligament repair Simple mole removal (no larger than 2cm)
Arthroscopy of ankle Steroid injections into joints (not of the spine or neck)
Arthroscopy of knee Strabismus correction
Arthroscopy of hip
Thyroidectomy for non-cancerous disease
Aspiration of joints (not of the spine or neck)
Toenail removal
Audiogram
Tonsillectomy
Blephoplasty (Ptosis repair)
Tooth Extraction (excluding wisdom teeth)
Broken toe(s) (but can walk with a shoe on)
Trabeculectomy (no blurriness and not flying
Carpal Tunnel Syndrome release
within 60 days)
Cataracts removal
Ultrasonic or laser treatment for Kidney stones
Cauterisation of the nose
under 4mm
Circumcision
Varicose vein ligation
Colposuspension
Correction of hydrocele Varicose vein stripping
Cryotherapy for basal cell carcinoma of the skin
Where you are awaiting one of the above surgeries
Cryotherapy for skin tag
Cryotherapy for skin wart Full cover will be provided except for cancellation
Debridement of burn injury (covering an area or cutting short your trip as a result of the
smaller than a tennis ball) condition you are awaiting surgery for.
8
Where you have not been signed off from all or not we can continue to insure you, and on what
post-surgery, or treatment follow-ups. basis. Please see Changes to your health after
purchasing your policy on page 4 for more details.
For the surgeries listed on the previous page full
cover will be provided except for medical and To declare a pre-existing medical condition or
repatriation expenses arising as a result of, or related a change in your state of health or prescribed
to the procedure you are awaiting to be signed off medication, you must call our Customer Services
from. Cover for cancellation and cutting short your on 0333 006 8033 or 01604 210845.
trip will also not apply if you have booked the trip, or You should also refer to the General Exclusions.
purchased the policy (whichever is later) after being
informed of the need for you to have the procedure. Important information
It is a condition of this policy that should you be Insurer
awaiting sign-off from follow-ups relating to any of Most sections of this insurance are underwritten by
the procedures listed above that: Great Lakes Insurance SE. Great Lakes Insurance
1. All surgical wounds have fully healed and no SE is a German insurance company with its
longer require dressing headquarters at Königinstrasse 107, 80802 Munich.
2. All external stitches, sutures, or staples have UK Branch office: 10 Fenchurch Avenue, London,
been removed EC3M 5BN, company number SE000083. Great
Lakes Insurance SE, UK Branch, is authorised by
3. There have been no complications, or infections Bundesanstalt für Finanzdienstleistungsaufsicht and
after having had the procedure subject to limited regulation by the Financial Conduct
4. Your mobility is no worse than it was before you Authority and Prudential Regulation Authority.
had the procedure From the 1st January 2021 the following details
5. You obtain a letter from your GP (doctor) in relation to Great Lakes Insurance SE shall
confirming that you are medically fit enough to change to: Great Lakes Insurance SE, UK Branch,
undertake this trip is authorised and regulated by Bundesanstalt für
6. You understand that this policy will not cover Finanzdienstleistungsaufsicht. Deemed authorised
the cost of any follow-ups required during the by the Prudential Regulation Authority register
number 769884. Subject to regulation by the
insured trip
Financial Conduct Authority and limited regulation
We would not cover you for any claim arising by the Prudential Regulation Authority. Details of
directly or indirectly from a pre-existing medical the Temporary Permissions Regime, which allows
condition unless: EEA-based firms to operate in the UK for a limited
period while seeking full authorisation, are available
you have declared (when we ask) ALL pre-existing on the Financial Conduct Authority’s website.
medical conditions to us; and
Details of the extent of our regulation by the Prudential
 ou have declared (when we ask) any changes to
y Regulation Authority, and regulation by the Financial
your health or prescribed medications; and Conduct Authority are available from us on request.
 e have accepted the medical condition(s) for
w This policy is administered by ERGO Travel
insurance in writing. Insurance Services Limited: registered in the UK,
Each insured person who has a pre-existing company number 11091555. Authorised and
medical condition must make a medical health regulated by the Financial Conduct Authority,
declaration before each period of cover and, if register number 805870 and registered office:
there are any changes in their health or prescribed 10 Fenchurch Avenue, London, EC3M 5BN.
medication, prior to commencement of the Certain sections are underwritten by other
period of cover, before departing on any trip and insurers, as detailed in those sections. You can
throughout the life of your policy. We will ask visit the Financial Conduct Authority website, which
you specific questions which you must answer includes a register of all regulated companies,
accurately and to the best of your knowledge. at www.fca.org.uk/register or you can telephone
Failure to do so may invalidate your cover. them on 0800 111 6768 (freephone).
We may require you to obtain a Medical Report Please note that sales of this insurance product
from your doctor, or consultant in order for us in the Channel Islands and the Isle of Man do not
to assess whether cover applies. Obtaining this fall within the jurisdiction of the Financial Conduct
Medical Report shall be at your own expense. Authority, the Financial Ombudsman Service or the
Based on our assessment of the medical Financial Services Compensation Scheme. Local
information supplied to us, we will decide whether regulations apply.
9
Contract of Travel Insurance • irrespective of the number of individual trips
you take in each period of cover, you must not
This policy, together with the Validation Certificate
exceed 183 days travelling
forms a contract of insurance between you and
us. It contains certain conditions and exclusions in • 
trips solely within your home country are only
each section and General Conditions and General insured if you have pre-booked at least two
Exclusions that apply to all sections. You must meet consecutive nights’ paid accommodation
these conditions or we may not accept your claim.
Please note:
Conditions and exclusions will apply to individual
• if you have purchased a Comprehensive
sections of your policy while General Exclusions,
annual multi-trip policy, you are covered for
Conditions and Notes will apply to the whole of
up to two winter sports trips, totalling no
your policy. more than 21 days during the period of cover
Your policy is a legal contract based on the shown on your Validation Certificate
information you supplied when applying for this • any trip that had already begun when you
insurance. We rely on that information when we purchased this insurance will not be covered,
decide if we can provide cover and what premium except where you renew an existing Staysure
you will pay. Therefore it is essential that all the annual multi-trip policy with the same level
information given to us is correct and that you have of cover prior to its expiry, which fell due for
answered our questions fully and accurately. Failure renewal during the trip
to do so may prejudice your entitlement to claim.
• 
your policy is automatically extended until
your return to your home country due to an
Age limits insured event
There is no upper age limit if you have purchased
• if you travel for more than the number of days
single trip or annual multi-trip cover.
for which you have paid for cover you will not
If you have purchased a long stay policy, for cover be covered after the last day for which you have
to apply you must be 75 years of age or under. paid, unless agreed by us in writing
• an insured adult can travel independently,
Maximum trip durations however, an insured child must travel with a
Single trip policies – responsible adult over the age of 18 years for
Cover applies for the duration of your trip as the duration of the trip.
stated on your Validation Certificate provided it
does not exceed a maximum of 104 days. Geographical Areas
Single trip and long stay policies:
Long stay policies – Region 1 – England, Scotland, Wales and Northern
Cover applies for the duration of your trip as Ireland, Channel Islands, the Isle of Man.
stated on your Validation Certificate provided it
does not exceed a maximum of; Region 2 – Europe: Albania, Andorra, Armenia,
Austria, Azerbaijan, Belarus, Belgium, Bosnia-
Age Region 1&2 Region 3 Region 4 Herzegovina, Bulgaria, Croatia, Cyprus, Czech
Republic, Denmark, Egypt, Estonia, Faroe Islands,
0-65 550 days
Finland, France, Georgia, Germany, Gibraltar,
66-70 276 days 184 days Greece, Hungary, Iceland, Italy, Kosovo, Latvia,
366 days
71-75 184 days 123 days Liechtenstein, Lithuania, Luxembourg, Macedonia,
Malta, Moldova, Monaco, Morocco, Netherlands,
Annual Multi-Trip policies – Norway, Poland, Portugal, Republic of Ireland,
Romania, Russia, San Marino, Serbia/Montenegro,
Age Annual Multi-Trip
Slovakia, Slovenia, Spain (including Balearic Islands,
0-70 Maximum 50 days in Canary Islands), Sweden, Switzerland, Tunisia,
any one trip* Turkey, Ukraine and Vatican City.
183 days in total
71+ Maximum 35 days in
any one trip Region 3 – Worldwide excluding Bermuda, Canada,
China, Hong Kong, Mexico, Singapore, Thailand,
the islands of the Caribbean and the United States
*
If you are aged 70 or under you can increase of America.
your 50 day trip duration limit to 100 days for one
trip, when an additional premium has been paid Region 4 – All countries of the world.
and this is shown on your Validation Certificate. We do not provide cover to those countries
10
or parts of countries where the Foreign, Cruise cover
Commonwealth & Development Office (FCDO), or
Cruise trips are not covered under this policy
World Health Organisation (WHO) have advised
unless you have selected this option and paid the
against all, or all but essential travel.
additional premium at the time of purchasing your
For cover to apply you must have paid the required policy. For cover to apply “Cruise: Covered” must
premium for the country, or countries you plan to appear on your Validation Certificate. Additional
travel, and this is shown on your Validation Certificate. cover may also be purchased in the form of the
optional Cruise Plus Cover extension.
Policy limits
All sections of your policy have limits on the amount Optional Cruise Plus Cover
we will pay. Some sections also have other specific Please refer to the Optional Cruise Plus Cover
limits, for example: for any one item, or for valuables Section 16 in this policy for full details.
in total. Please check your policy carefully.
Optional Winter Sports Cover
Period of cover Please refer to the Optional Winter Sports Cover
Cover under Section 1 (Cancellation) starts at Section 17 in this policy for full details.
the time you book the trip or pay the insurance
premium, whichever is later. If you have purchased Optional Golf Cover
an annual multi-trip policy, cover under Section 1
Please refer to the Optional Golf Cover Section 18
(Cancellation) starts at the time that you book the
in this policy for full details.
trip or the first day of the period of cover as shown
on your Validation Certificate, whichever is later.
In every case cover under Section 1 (Cancellation)
Optional 100 day Extension
ends as soon as you start your trip. This allows you to extend the 50 day trip duration
limit to 100 days for one trip under this policy,
Cover under all other sections starts when you
provided you are aged 70 or under.
leave your home (but not earlier than 24 hours
before the booked departure time) or from the
first day of the period of cover as shown on your Optional Connecting Flights Cover
Validation Certificate, whichever is the later. This allows you to extend the cover provided under
Cover ends when you return to your home (but Sections 4a, 4b and 5 to include connecting flights that
not later than 24 hours after your return to your form part of your ticketed outward, or return journey that
home country) or at the end of the period of would not normally be covered under these sections.
cover as shown on your Validation Certificate, For claims that fall under both Sections 4b and 5, cover
whichever is earlier. will only be provided under one section, not both.

Cover cannot start after you have left your home

Optional European FCDO Travel Advice
country. Each trip must begin and end in your
home country and a return ticket must have been Extension Cover
booked prior to departure. Please refer to the Optional European FCDO Travel
Cover is provided subject to the maximum trip Advice Extension Cover Section 19 in this policy for
durations shown on page 10. full details.

Upgrades Renewing your Annual Policy

This policy contains different levels of cover, some Unless you have advised us that you do not want
of which do not apply unless you have paid the your annual multi-trip policy to be automatically
appropriate additional premium. renewed, or you no longer meet the eligibility
criteria, Staysure will send you your renewal
Any extra benefit you have purchased will be invitation at least 21 days before your renewal date
shown on your Validation Certificate. which will include your premium for the next year
Please read the policy carefully and ensure the based on your latest medical declaration.
cover reflects your requirements. If you renew on a continuous payment method,
Upon the payment of an additional premium, we will automatically renew your policy each year
you may upgrade your travel insurance coverage using the payment details you have given us.
by purchasing any of the following upgrades prior Please contact us prior to your renewal date if you
to commencement of your trip: wish to renew using a different payment method
11
and/or if you need to update your medical Personal liability
conditions or personal circumstances.
No liability cover will apply under this policy if you
Failure to notify us of any change in your medical use any form of mechanically propelled vehicle,
conditions, or personal circumstances may and you should ensure that you have alternative
invalidate the cover provided. cover for third party injury or property damage in
place. Please see Section 8 for more details.
Residency
At the time you buy or renew this policy, you and Reasonable care
all other insured persons must: You must take all reasonable care to protect
• have your main home in either England, yourself and your belongings, and generally act
Scotland, Wales, Northern Ireland, the Channel as if you were uninsured.
Islands or the Isle of Man
Definition of words
• have resided there for more than 6 of the
previous 12 months Wherever the following words and phrases appear
in this policy in bold they will always have the
• be registered with a local doctor meanings shown under them. Please also see
• have a National Insurance number (if aged 16 Sections 7, 9 and 13.
or older)*
Accident(s)/Accidental – An unexpected event
*
not applicable if you are a resident of the Channel which results in your bodily injury, which is due
Islands or the Isle of Man. to a violent sudden and external cause occurring
during a trip. This must occur at an identifiable
Law time and place.
The policy will be governed by the law of England and The following are also defined as accidents under
Wales unless you and the Insurer agree otherwise; or the terms of this policy:
At the commencement of the policy your home is  sphyxia or injuries caused by gases or vapours,
A
in Scotland, Northern Ireland, the Channel Islands immersion or submersion, or from the consumption
of liquid or solid matter other than foodstuffs.
or the Isle of Man in which case the law of that
country will apply. Infections resulting from an accident covered by
the policy.
Language Injuries sustained as a result of self-defence.
The Terms and Conditions of this policy will only be Injuries sustained as a result of unavoidable
available in English and all communication relating exposure to the elements.
to this policy will be in English. Active participation – 1. The act of any person, whether
combatant or non-combatant, supplying, transporting,
European Union (EU) Travel Regulations or otherwise handling facilities, equipment, devices,
vehicles, weapons, or other materials intended for use
Under the European Union (EU) travel regulations, in War and Civil Unrest, or Terrorism.
you are entitled to claim compensation from your
2. The act of any person voluntarily entering an area
carrier if any of the following happen:
known at the time to be subject to War and Civil Unrest
1. Denied boarding and cancelled flights if you or against the advice of the Foreign, Commonwealth
check in on time but you are denied boarding & Development Office. See www.gov.uk/fcdo.
because there are not enough seats available or Bodily injury – An identifiable physical injury
if your flight is cancelled, the carrier must offer sustained by you caused by violent, sudden,
you financial compensation. unexpected, external and visible means.
2. Long delays – If your flight is delayed for more Carrier – A scheduled or chartered aircraft (excluding
than five hours, the airline must offer to refund all non-pressurised single engine piston aircraft),
your ticket. land (excluding any hired motor vehicle) or water
3. Baggage – If your checked-in baggage is conveyance licensed to carry passengers for hire.
damaged or lost by an EU airline, you must claim Cash – Valid coins, bank and currency notes.
compensation from the carrier within seven Close relative(s) – The following persons only:
days. If your checked-in baggage is delayed, you
• the person that you live with, in a relationship for
must claim compensation from the carrier within at least 6 months at the same address, whether
21 days of its return. married or cohabiting (as if husband and wife)
Please see page 47 for more information. regardless of gender;
12
• your children (including step, fostered or adopted Destination – The geographic area through or to
children), grandchildren, parents, grandparents, which you travel during your trip.
brothers, sisters, parents-in-law, sons/daughters- Doctor – A legally licensed member of the medical
in-law and brothers/sisters-in-law profession, or medical practitioner recognised by the
You may be required to demonstrate the law of the country where treatment is provided and
existence of the relationship. who, in rendering such treatment is practising within
Complications of pregnancy and childbirth – the scope of his/her licence and training, and who is
The following conditions only: not related to you, or any travelling companion.
toxaemia, gestational hypertension, pre-eclampsia, Excess – An amount deducted per insured
ectopic pregnancy, hydatidiform mole (molar person, per policy section for each incident which
pregnancy), post-partum haemorrhage, retained results in a claim. The excess amount is shown
placenta membrane, placental abruption, under each section in the table of benefits on
hyperemesis gravidarum, placenta praevia, stillbirths, pages 6 to 7.
and miscarriage, or any premature births more than Family – you and your wife, husband, civil partner
8 weeks (or 16 weeks in the case of a known multiple or partner who lives with you in a relationship for
pregnancy) prior to the expected delivery date at least 6 months at the same address as you,
including; medically necessary emergency caesarean regardless of gender, your unmarried dependent
sections, or medically necessary terminations. children (including adopted, fostered and step-
children) under the age of 18 years (or under the
age of 21 if in full-time education), living in the
PLEASE NOTE: No cover will be provided for same household, including children living away
claims relating to complications of pregnancy and from home in full time education.
childbirth where the expected date of delivery is
Hijack – The unlawful seizure or wrongful exercise
less than 8 weeks (16 weeks for a multiple birth)
after the end date of your booked trip. of control of an aircraft, train or sea vessel that
you are travelling in as a fare paying passenger.
Home – your principal place of residence, which
Contamination – Poisoning, or prevention and/or is used for domestic purposes, within the United
limitation of the use of objects due to the effects Kingdom, Channel Islands or the Isle of Man.
of nuclear, chemical, biological and/or radioactive Home country – your country of residence within the
substances. United Kingdom, Channel Islands or the Isle of Man.
Couple – you and your wife, husband, civil partner Illness/Illnesses – Any condition, disease, set
or partner who lives with you in a relationship for of symptoms or sickness leading to a change in
at least 6 months at the same address as you, your health, and as diagnosed and confirmed by
regardless of gender. On an annual multi-trip a doctor during the period of cover, which is not
policy insured adults can travel independently. a pre-existing medical condition unless the pre-
Cruise – Trips on ocean or river cruise-ships/boats. existing medical condition has been disclosed to
No cover is provided for cruise holidays unless you us and accepted in writing by us.
have declared this to us and “Cruise: Covered” is Insured person/you/your/yourself – Each person
shown on your Validation Certificate. Payment of named on the Validation Certificate, and for
an additional premium may be required. A ferry whom the required premium has been paid.
crossing does not constitute a cruise. Limits of cover – Unless stated to the contrary,
Cut short/Cutting short – Either: our maximum liability in any one period of cover
a) the immediate direct early return from your is limited to the amount stated in each section,
trip to your home country, in which case per insured person.
claims will be calculated from the day you Manual work – Work involving physical labour
returned to your home country and based on (not including office and clerical work, bar and
the number of complete days of your trip you restaurant work, music performance and singing,
have not used, or or fruit picking which does not involve working at
b) being a hospital in-patient outside your home heights or the use of machinery).
country for a period in excess of 48 hours. Medical condition – Any medical or psychological
Cyber-terrorism – The use of disruptive activities, disease, sickness, conditions (whether diagnosed,
or the threat thereof, against computers and/or undiagnosed or a set of symptoms), illness or injury,
networks, with the intention to cause real-world that has affected you, or any other insured person.
harm or severe disruption of infrastructure. Medical health declaration – The complete, true
13
and accurate answers to our questions regarding vessel, train or coach on which you are booked to
medical information that needs to be declared to travel, operating according to a published timetable.
us before each period of cover by any insured Secure baggage area – Any of the following, as
person who has suffered from a pre-existing and where appropriate:
medical condition.
• the locked dashboard, boot or locked baggage
Medical officer – An appropriately licensed compartment of a hatchback vehicle fitted with
and qualified medical professional employed a lid closing off the baggage area, or of an estate
or contracted by us or by Staysure Assistance, car with a fitted and engaged tray or roller blind
experienced in the assessment of the cover behind the rear seats
requirements of medical treatment abroad and • the fixed storage units of a motorised or
repatriation. towed caravan
Pair or set – A number of items of personal • a locked baggage box, locked to a roof rack
baggage considered as being, similar or which is itself locked to the vehicle roof
complementary, to one another, or used together
Single article – Any one article or pair or set of articles
Personal baggage – Baggage, clothing, personal (including golf clubs) or collection which is used or
effects (excluding golf equipment, winter sports worn together, except when the optional golf cover
equipment, ski pass, and valuables) and other section is purchased and shown in the Validation
articles which belong to you (or for which you Certificate (then the single article limit applies to each
are legally responsible) which are worn, used or individual golf club and not the set as a whole).
carried by you during a trip, excluding any vehicle,
Single parent family – One adult and all of his/her
caravan or trailer.
unmarried dependent children (including adopted,
fostered and step-children) under the age of 18
years (or under the age of 21 if in full-time education),
PLEASE NOTE: This travel insurance policy is
not intended to cover expensive items for which living in the same household, including children living
you should take out full ‘personal possessions’ away from home in full time education.
insurance under your home contents policy. Sports and activities – The activities listed under
Sport and Activities on page 45.
Strike or industrial action – Any form of industrial
Personal money – Cash, travellers’ and other
action, whether organised by a trade union or not,
cheques, travel tickets, event and entertainment
which is carried on with the intention of preventing,
tickets and your personal credit/debit or charge cards.
restricting or otherwise interfering with the
Policy –This contract of insurance, including the production of goods, or the provision of services.
Validation Certificate and any endorsements,
Terminal prognosis – Medically advised that life
or appendices to it. expectancy is reduced as a result of an incurable
Premium – The sum that you must pay us for this medical condition, and the condition, or related
policy, including any surcharges and taxes legally condition(s) will in all likelihood lead to death.
applicable. Except where otherwise stated, all Terrorism – An act, including but not limited to the use
amounts shall be expressed in Pound Sterling and of force or violence and/or the threat thereof, of any
the £ symbol will be used. person or group(s) of persons, whether acting alone or
Pre-existing medical condition – on behalf of or in connection with any organisation(s)
any past or current medical condition that has
•  or government(s), committed for political, religious,
given rise to symptoms, or for which any form ideological or ethnic purposes or reasons including
of treatment, or prescribed medication, medical the intention to influence any government and/or to
consultation, investigation, or follow-up/check-up, put the public, or any section of the public in fear.
has been required, or received, during the 2 years Terrorist Event – An incident of terrorism
prior to the commencement of cover under this specifically involving loss of life, or serious injury
policy and/or prior to any trip: and that results in a state of emergency being declared
• any cardiovascular or circulatory condition by the UK Government, or the government of the
(e.g. heart condition, hypertension, blood clots, country to which you are booked to travel.
raised cholesterol, stroke, aneurysm, brain Theft – The dishonest appropriation of property by
haemorrhage) that has occurred at any time another person with the intention of permanently
prior to the commencement of cover under this depriving you of it.
policy and/or prior to any trip Third party – Any natural person or legal entity
Public transport – Any publicly licensed aircraft, sea other than:
14
• you; Important limitations
• your close relative(s); Anyone your trip depends on – Cancellation
• 
your business partners, directors and employees & Cutting Short Your Trip
Travelling companion – A person(s) with whom Cover is extended to claims relating to pre-existing
you have booked to travel on the same travel medical conditions if the persons medical
itinerary, and without whom your travel plans practitioner is able to confirm that at the time you
would be impossible. bought the policy or booked the trip (whichever is
Trip(s) – A holiday or journey for leisure purposes later), there would not have been any substantial
that takes place during the period of cover which likelihood of the condition deteriorating so that
begins when you leave home, and ends when you cancellation or cutting short your trip would
return home, or to a hospital or nursing home in become necessary. If the medical practitioner cannot
your home country, whichever is earlier. For single confirm this in writing, your claim will not be covered.
trip cover, any other holiday or trip which begins You should also refer to what is not covered under
after you get back home is not covered. Sections 1 and 2 and the General Exclusions.
Unattended – When you cannot see and/or are
not close enough to your property, or vehicle, to Section 1 Cancellation
prevent unauthorised interference with, or theft Cancellation applies for booked trips taking place
of, your property or vehicle.
within the period of cover that you are forced
United Kingdom – England, Scotland, Wales, and to cancel because of one of the following, which
Northern Ireland. are beyond your control, and of which you were
Validation Certificate – The document that unaware at the time you booked your trip or
sets out the names of the insured persons, the purchased the cover (whichever is later).
geographical limits, the period of cover, any other
special conditions and terms, and which forms an What is covered:
integral part of this policy. We will pay up to a maximum of £500 for Basic
Valuables – Jewellery, antiques, articles made of cover or £5,000 for Comprehensive cover (an
gold or silver or other precious metals, precious or increase to £1,000/£3,000 cover option on Basic
semi-precious stones, musical instruments, furs or and up to £15,000 on Comprehensive may
leather clothing, watches, binoculars, telescopes, be available, please see the table of benefits
photographic equipment, electronic audio or for details) per insured person for your non-
digital media, games consoles, laptops, tablets refundable deposits and amounts you have
and other computer equipment and hand-held paid (or you are contracted to pay), for your
electronic devices including but not limited to MP3 travel and accommodation (including pre-paid
players, MP4 players, iPods, iPads, Kindles, and the excursions up to £300 for Basic cover and £350
like and associated software. for Comprehensive cover), and up to £350 (£175
War and civil unrest – War or warlike operations for loss of deposit), Comprehensive cover only, for
(whether war is declared or not), civil war, invasion, pre-paid kennel or cattery fees which you do not
acts of foreign enemies, hostilities, mutiny, use because of the following:
uprising, rebellion, revolution, riot, insurrection, a) you, a close relative, travelling companion or
civil commotion, conspiracy, military or usurped any person with whom you have arranged to
power, martial law or state of siege. stay during the trip suffers unforeseen illness,
We/our/us: ERGO Travel Insurance Services injury or, death.
Limited on behalf of Great Lakes Insurance SE. b) you abandon your trip following a delay of
Weapons of mass destruction – The use of atomic, more than 12 hours to the departure of your
biological or chemical weapons or contamination. outward trip that is covered within Section 5
Winter sports – Glacier skiing, guided cross- Travel Delay.
country skiing (Nordic Skiing), ice-skating (outdoor), c) you or any person with whom you plan to
mono-skiing (on-piste), skiing or snowboarding travel being called for Jury Service or being
(off-piste but within the confines of the ski resort summoned as a witness in a Court of Law
on recognised and authorised areas only), skiing or (other than in a professional or advisory
snowboarding (on-piste), sledging, snowshoeing, capacity).
tobogganing. d) you being made redundant, provided you
Winter sports equipment – Skis, mono-ski or qualify for a redundancy payment under current
snowboard, ski boots, ski bindings and ski poles. legislation applicable within your home country.
15
e)  your presence is required by the Police a) the death, imminent demise, or
because of accidental damage, burglary, hospitalisation due to serious accident or
flooding or fire which has affected your home, illness, of a close relative;
and has occurred within 48 hours before the b) accidental damage, burglary, flooding or fire
start of your trip, when the damage is in excess affecting your home during your trip, when
of £1,500. the loss relating to your home is in excess of
f) the Foreign, Commonwealth and Development £1,500 or your presence is required by the
Office issue a directive advising against all, or Police in connection with such events.
all but essential travel to your trip destination Note:
because of an earthquake, fire, flood, or hurricane.
We will pay necessary additional travelling costs
incurred in returning you home on condition that
Section 2 Cutting Short Your Trip you contact us first, and you have a valid claim.
& Trip Interruption We will also pay necessary additional travel costs
Cover applies if you are forced to cut short a trip in transporting you back to the location abroad
you have commenced, and return to your home if the situation permits, assuming the period of
country, because of one of the following, which your original booked trip has not expired.
are beyond your control, and of which you were
Flights will be limited to one economy class
unaware at the time you booked your trip or
ticket for each insured person.
purchased the cover (if later):
We will compensate you for the proportionate
a) Cutting Short Your Trip cost of any non-refundable unused pre-paid
What is covered: accommodation.
We will pay up to £500 for Basic cover (unless you The maximum amount we will pay under
have purchased the optional £1,000/£3,000 add on) Section 2 in total for claims of cutting short your
or £5,000 for Comprehensive cover (up to £15,000 trip and trip interruption is £5,000 per insured
may be available, please see the table of benefits for person (unless upgraded under section 1).
details) for your non-refundable deposits and
amounts you have paid (or you have contracted to
pay), for your travel and accommodation (including Special conditions relating to claims under
pre-paid excursions up to £300 for Basic cover and Sections 1 and 2
£350 for Comprehensive cover) which you do not use
1. Y
 ou must obtain a Medical Certificate
because of your inability to complete the trip due to:
specifying the unforeseen illness or injury
a) an unforeseen illness, injury or death of you, from the doctor in attendance to confirm
a close relative, travelling companion or any the necessity to cancel your trip, or
person with whom you have arranged to stay return home.
during the trip.
2. If you have to cut short or interrupt your
b) you or any person with whom you plan to trip, you must contact us first to obtain
travel being called up for Jury Service or our prior approval and allow us to make
being summoned as a witness in a Court of all the necessary travel arrangements to
Law (other than in a professional, or advisory bring you home.
capacity).
3. W
 e will make all necessary repatriation
c) accidental damage, burglary, flooding or fire arrangements at your cost and we will
affecting your home, occurring during your arrange appropriate reimbursement as
trip, when the loss relating to your home soon as the claim has been validated in
is in excess of £1,500 or your presence is the event you are unable to provide a
required by the Police in connection with Medical Certificate.
such events.
4. Y
 ou must notify the carrier or travel agent
immediately that you know the trip is to be
b) Trip Interruption cancelled, or cut short, to minimise your
What is covered: loss as far as possible. If you fail to notify
We will pay up to £500 for Basic cover and the carrier or travel agent immediately, our
£1,500 for Comprehensive cover if you need liability shall be restricted to the cancellation
to return unscheduled to your home country charges that would have applied had such a
during a trip because of: failure not occurred.

16
 10.  your vehicle being stolen, broken into or
5. If your claim is because your presence is vandalised or breaking down;
required by the Police in connection with
11. y
 ou no longer being able to afford to go on the
accidental damage, burglary, flooding or
planned trip;
fire affecting your home in the 48 hours
before, or during your trip, you must 12. a
 ny claim arising as a result of attendance of
provide us with written documentation an insured person, or any other person on
from the Police confirming that the loss whom the trip depends, in a Court of Law. This
or damage occurred during the trip – exclusion will not apply if you are called up for
otherwise no claim will be paid. Jury Service or are summoned as a witness (other
than in any professional or advisory capacity);
6. C
 laims where you have to cut short your
trip will be calculated from the date you 13. a
 ny costs relating to airport taxes or air
return to your home country, or the date passenger duty. You should obtain a refund from
you are hospitalised as an in-patient, for your carrier for such charges;
the rest of your trip. 14. t ravel tickets paid for using any airline mileage
reward scheme, for example air miles;
15. a
 ny claim caused by work commitment or
What is not covered: under Sections 1 and 2 amendment of your holiday entitlement by your
1. t he policy excess per insured person per claim; employer;
2. d
 isinclination to travel, or continue travelling, 16. a
 ny claim resulting from your inability to travel,
unless your change of travel plans is caused or continue travelling due to an insured person’s
by one of the circumstances listed under ‘what failure to hold, obtain or produce a valid passport
is covered’; or any required visa in time for the booked trip;
3. a
 ny claim arising directly or indirectly from a 17. p
 rohibitive regulations by the Government of any
known pre-existing medical condition unless country, or delay or amendment of the booked
you have declared all pre-existing medical trip due to Government action;
conditions to us and we have written to you 18. the death or illness of any pet or animal;
accepting them; 19. a
 nything mentioned in the General Exclusions.
4. cancellation, cutting short your trip, or trip
interruption caused by pregnancy or childbirth Section 3a Emergency Medical
where it was known at the time you booked the trip, & Repatriation Expenses
or purchased the cover (if later), that the expected
date of delivery is less than 8 weeks (16 weeks If you have a medical emergency while on your
for a multiple birth) after the end date of your trip or if you have to come home early or have
booked trip. Any change to your booked travel to extend the length of your trip due to illness or
must be certified as medically necessary by a doctor injury, you must contact Staysure Assistance as
due to complications of pregnancy and childbirth; soon as you can on +44 1403 288 414 or
+1 844 780 0639 (when calling from within the USA
5. any claim for travel or accommodation expenses of
and Canada), giving your name, policy number,
any person not insured under this policy, regardless
and as much information as possible.
of whether you have paid those costs on their behalf.
To comply with the Terms and Conditions of the
6. claims arising from an actual or planned strike or
insurance you must contact us as soon as possible.
industrial action which was common knowledge
You MUST obtain our prior authorisation before
at the time you booked the trip or purchased the
cover (if later); incurring any expenses over £350, except in case
of emergency. If you are physically prevented
7. any costs in respect of any unused pre-paid travel from contacting us immediately, you or someone
expenses when we have paid to repatriate you; designated by you must contact us within 48 hours.
8. failure by the provider of any part of the booked trip
to supply the service or transport (whether as the What is covered:
result of error, insolvency, bankruptcy, liquidation, We will pay up to the amount shown on the table
omission, default or otherwise), unless the event is of benefits for each insured person who suffers
specifically covered by this policy. You should direct sudden and unforeseen bodily injury, or illness, or
any claim in this case to the provider involved; who dies during a trip outside your home country
9. anything for which the company providing your for the following:
transport or accommodation, their agents, a) medical expenses (including transportation to
or any person acting for you is responsible; the nearest suitable hospital) for the immediate
17
 needs of an unforeseen medical emergency, costs incurred by you when you receive calls on
when deemed necessary by a recognised doctor your mobile telephone from Staysure Assistance.
and agreed by our medical officer. We reserve the right to limit payment to what our
b) up to £250 for Basic cover and £400 for medical officer deems to be reasonable.
Comprehensive cover in total for emergency If our medical officer advises a date when it is
dental treatment as long as it is for the feasible and practical to repatriate you, but you
immediate relief of pain only, or for emergency choose instead to remain abroad, our liability to
repairs to dentures, or orthodontic appliances pay any further costs under this section after that
carried out solely to alleviate distress in eating. date will be limited to what we would have paid if
c) up to £5,000 for the usual and customary burial, your repatriation had taken place.
or cremation of a deceased insured person
should you die during a trip to a country outside
What is covered when travelling within the
of the United Kingdom; or the cost of returning United Kingdom, Jersey and the Isle of Man:
an insured person’s body or ashes to your Where you are travelling solely within the
home country. United Kingdom, Jersey or the Isle of Man during your
d) additional travelling costs to repatriate you home trip of 2 or more consecutive nights in pre-booked
when recommended by our medical officer. accommodation we will pay up to £10,000 for:
a) extra transport and accommodation for you
e) the cost of a medical escort if considered
and one other person who stays with you,
necessary by our medical officer.
or who has to travel to you from within your
f) up to £2,000 for you to extend your stay, if home country and/or travel back with you,
Staysure Assistance agrees that it is medically if this is necessary due to medical advice.
necessary for:
b) your body or ashes to be transported home.
i. e
 xtra accommodation (room only) and travel
expenses (economy class travel unless an
upgrade is deemed to be medically necessary Special conditions relating to claims
and this is authorised by Staysure Assistance)
1. You must give notice as soon as possible to
to allow you to return to your home country;
Staysure Assistance of any bodily injury,
and illness or complications of pregnancy
ii. extra accommodation (room only) for and childbirth which necessitates your
someone to stay with you and travel home admittance to hospital as an in-patient or
with you if this is deemed necessary by a before any arrangements are made for your
doctor and agreed by our medical officer; or repatriation.
iii. economy class travel expenses for one 2. In the event of your bodily injury, illness, or
relative or friend to travel from your home complications of pregnancy and childbirth
country to stay with you (room only) and travel we reserve the right to relocate you from
home with you if this is deemed necessary by one hospital to another and arrange for your
our medical officer; or repatriation to your home country at any time
during the trip. We will do this if the doctor
iv. economy class travel expenses to return your
in attendance and our medical officer agree
children who are under 18 years of age and
you can be moved safely and/or travel safely
insured under this policy home, if you are
to your home country to continue treatment.
incapacitated and there is no other responsible
adult to supervise them. If no one is available, 3. F
 uneral costs, or the costs of transporting
a competent person will be provided to mortal remains must be authorised in
accompany the children home. advance by Staysure Assistance.
v. we will not deduct your excess if you use a
reciprocal health agreement.
What is not covered under Section 3a:
g) the cost of taxi fares, for travel to or from
1. any medical costs within the United Kingdom,
hospital relating to your admission, discharge,
Jersey or the Isle of Man
attendance for outpatient treatment, or
appointments, or for collection of medication 2. the excess, unless you have used any kind of
prescribed by the hospital only. reciprocal health agreement.
h) the cost of telephone calls to Staysure Assistance 3. medical, or repatriation costs greater than £350
notifying and dealing with the emergency, or any which have not been authorised by us in advance.
18
4. treatment in a private hospital or clinic abroad Section 3b Hospital Daily Benefit
where a suitable public or state facility is available.
PLEASE NOTE: this section of cover is only
5. any claim if you have not complied with the included in Comprehensive Cover policies.
conditions of the medical declaration section.
What is covered:
6. the cost of replacing medication that you were
using before your trip. We will pay you £50 per complete 24 hour period
of in-patient treatment up to a maximum under
7. any claim for rehabilitation treatments. this policy of £1,000 for a valid claim under
8. the cost of cremation or burial in the United Section 3a (Emergency Medical & Repatriation), if
Kingdom, Channel Islands or the Isle of Man. you are admitted to a recognised hospital abroad
9. the replacement or repair of artificial or false as an in-patient for more than 24 continuous
teeth or dental work involving the use of hours and you are treated under a reciprocal
precious metal. health agreement, such as the Medicare scheme
when travelling within Australia.
10. the cost of telephone calls, or any costs
incurred by you when you receive calls other This payment is to contribute towards additional
than calls to and from Staysure Assistance expenses such as taxi fares and phone calls
notifying and dealing with the emergency, for incurred during your stay in hospital.
which you are able to provide receipts or other
reasonable evidence to show the cost of the
calls and the numbers you telephoned. Special conditions relating to claims
11. the cost of treatment or surgery, including You must call Staysure Assistance where
exploratory tests, which are not directly possible before you are admitted to hospital.
related to the bodily injury or illness which
necessitated your admittance into hospital.
12. any expenses which are not usual, reasonable or
What is not covered under Section 3b:
customary to treat your bodily injury or illness. 1. any claims arising directly or indirectly from your
13. any form of treatment, or surgery which in hospitalisation in a private medical facility where
the opinion of the doctor in attendance and no part of your medical costs have been covered
our medical officer can be delayed until your by any reciprocal health agreement.
return to your home country. 2. any claims arising directly or indirectly from:
14. expenses incurred in obtaining or replacing a) any additional period of hospitalisation,
medication, which at the time of departure compulsory quarantine or confinement to
is known to be required or to be continued your accommodation:
outside your home country. b) relating to treatment or surgery, including
15. additional costs arising from single or private exploratory tests, which are not directly
room accommodation. related to the bodily injury or illness which
16. treatment or services provided by a health necessitated your admittance into hospital.
spa, convalescent or nursing home or c) r elating to treatment or services provided
any rehabilitation centre unless agreed by by a convalescent or nursing home or any
Staysure Assistance. rehabilitation centre.
17. any expenses incurred within, or after you d) following your decision not to be repatriated
have returned to your home country. after the date when in the opinion of Staysure
18. any expenses for pregnancy, or complications Assistance it is safe to do so.
of pregnancy and childbirth where the 3. h
 ospitalisation, compulsory quarantine or
expected date of delivery is less than 8 weeks confinement to your accommodation:
(16 weeks for a multiple birth) after the end a) relating to any form of treatment or surgery which
date of your booked trip. in the opinion of the doctor in attendance and our
19. any claim for medical treatment for any medical officer can be delayed reasonably until
complication as a result of a voluntary your return to your home country.
termination of pregnancy.
b) occurring in England, Scotland, Wales or
20. any costs incurred as a result of being airlifted Northern Ireland and relating to either private
from a cruise ship unless these have been treatment or tests, surgery or treatment, the costs
authorised by us in advance of which are funded by, or are recoverable from
21. anything mentioned in the General Exclusions. the Health Authority in your home country.
19
4. any claim if you have not complied with the Kingdom by scheduled public transport we will:
conditions of the medical declaration section. a) assist you to reach home from the point where
5. anything mentioned in the General Exclusions. you transfer from the main international air, sea,
coach or rail carrier;
Section 4a Missed Departure b) liaise with the onward transport provider to
What is covered: advise of your late arrival and will, if necessary,
make alternative travel arrangements to enable
We will pay you up to £500 for Basic cover and £1,500
for Comprehensive cover, for reasonable additional you to get home.
travelling and accommodation expenses necessarily Should you arrive at your home country transfer
incurred to reach your overseas destination or to point on time but you are unable to continue home
return to your home country by the most direct route. as planned due to the disruption, cancellation, delay,
If you arrive at the airport, port or international suspension, failure or alteration of your planned
coach or rail terminal to depart too late to internal travel connection by scheduled public
commence the first outward international journey transport; or the immobilisation or theft of the private
abroad of your booked trip, as a result of: vehicle in which you proposed to travel we will:
a) breakdown of or accident directly involving the a) provide necessary alternative transport, local
vehicle in which you are travelling; or emergency assistance, recovery of the private
vehicle and the passengers to their home or
b) cancellation or curtailment of scheduled public
overnight accommodation whilst awaiting repairs
transport due to adverse weather conditions,
to the private vehicle.
strike, or industrial action, or mechanical
breakdown, or accident.
We will provide assistance by liaising with the carrier Special conditions relating to claims under
and/or tour operator to advise of your late arrival. If Sections 4a and 4b
necessary, we will make arrangements for overnight hotel
1. You must make every effort to commence
accommodation and alternative international travel.
and complete the journey to your departure
point and check in for the flight, sea
Section 4b Home Country Departure Assistance crossing, coach or train journey on time.
& Missed Home Country Connection 2. You must obtain written confirmation from
PLEASE NOTE: this section of cover is only the carrier stating the period of, and the
included in Comprehensive Cover policies. reason for, the delay.
3. F or claims arising from an accident to,
What is covered: or breakdown of a private vehicle in
We will pay up to £500 for costs incurred should which you are travelling, you must obtain
you be delayed or miss your connection as follows: written confirmation from the emergency
breakdown services or repairers of the
On your outward journey: location and reason for the breakdown or
If you are delayed during your internal/connecting the Police Accident Report.
journey to your United Kingdom international 4. W here your private vehicle in which
airport, port, coach, or rail terminal, as a result of you are travelling or intending to travel
disruption, cancellation, delay, suspension, failure, cannot be used as a result of breakdown or
accident, we will pay for 1 hour’s roadside
or alteration of public transport, or breakdown,
assistance (excluding any replacement
or accident immobilising the private vehicle in parts) and towing charges to the nearest
which you are travelling: garage. For claims under Section 4b only.
a) we will provide assistance to enable you to 5. Claims arising from traffic congestion must
continue your journey to your United Kingdom be evidenced with written confirmation
international departure point; from the Highways Agency of the location
b) we will provide alternative transport or and duration of the delay.
emergency local help where necessary, including
the towing of your vehicle to the nearest garage.
What is not covered under Sections 4a and 4b:
On your return to your home country: 1. claims arising from actual or planned strike or
If your main international air, sea, coach or rail carrier industrial action which was common knowledge
is delayed and you miss your pre-booked and pre- at the time you booked the trip or purchased,
paid internal travel connection within the United renewed or extended this insurance;
20
2. additional costs where the scheduled public Section 6a Personal Baggage
transport operator has offered alternative travel
arrangements;
What is covered under Section 6a:
We will pay up to an overall maximum of £300 for Basic
3. breakdown of the private vehicle in which
cover and £2,500 for Comprehensive cover, if your
you are travelling if it has not been regularly
personal baggage is damaged, stolen, destroyed, or
serviced;
lost (and not recovered) during the course of a trip.
4. claims under Section 4b in addition to claims
Within this amount the following sub-limits apply:
under Section 5 (travel delay);
a) we will pay up to £250 for Basic cover and £400
5. claims due to you allowing insufficient time to
for Comprehensive cover for any single article,
complete your journey to the departure point;
or for any one pair or set of articles, where you
6. anything mentioned in the General Exclusions. are able to provide the original receipt, or proof
of ownership.
Section 5 Travel Delay b) we will only pay up to £250 for all articles lost,
What is covered: damaged or stolen per incident if you cannot
We pay up to £20 for the first full 12 hours provide satisfactory proof of ownership and value.
and £10 for each following full 12 hour period c) we will only pay up to £50 for any single article, or for
thereafter, up to a total of £300 for Basic cover any one pair or set of articles, if you cannot provide
and £50 for the first full 12 hours then £10 for an original receipt or other satisfactory proof of
each following full 12 hour period thereafter, up ownership and value (for example, a photograph
to a total of £1,500 for Comprehensive cover if the of you wearing the article) to support the claim.
intended departure of your first outward or final Evidence of replacement value is insufficient.
inward international flight, sea crossing or coach
or train journey forming part of a booked trip, is d) we will pay up to £250 for Basic cover and £500
delayed as a direct result of strike or industrial for Comprehensive cover in total for valuables
action, adverse weather conditions, failure of air owned by you, whether jointly owned or not.
traffic control systems, or mechanical breakdown We will only pay up to £100 for valuables owned
of aircraft, sea vessel, coach or train. by you if you are under 18 years of age.

Alternatively you can choose to abandon your trip e) we will only pay up to £150 in total for sunglasses
and submit a Cancellation claim under Section 1, or prescription glasses of any kind.
should you experience a delay as specified above, f) 
we will only pay up to £100 for mobile telephones.
of more than 12 hours beyond the intended g) we will only pay up to £100 for personal baggage
departure time. or valuables lost, damaged or stolen from a
beach or pool-side.
h) we will only pay up to £50 for any cigarettes
Special conditions relating to claims or alcohol that are lost, damaged or stolen.
1. If you decide to abandon your trip no
benefit under this section will apply.
2. You must check in according to the Special conditions relating to claims
itinerary supplied to you. under Section 6a
3. C
 ompensation for flight delays will only 1.  We will either pay you for the loss, or to replace,
be payable if you were a pre-booked reinstate or repair the items concerned.
fare paying passenger on a fully licensed 2.   Claims are not paid on a ‘new for old’,
passenger aircraft. or replacement cost basis. A deduction,
therefore will be made for wear and tear
and depreciation.
What is not covered:
3. Your personal baggage must not be left
1. claims where you have not obtained written unsecured, unattended, or beyond your
confirmation from the carrier stating the period reach at any time in a place to which the
and reason for delay; public have access.
2. claims under this section in addition to claims 4. You must report the loss, or theft of personal
under Section 1 (cancellation) and Section 4 baggage within 24 hours of discovery, to the
(missed departure); local Police and to the carrier, if appropriate.
3. anything mentioned in the General Exclusions.
21
 Damage to personal baggage in transit or eventual loss, theft or damage and obtain
must be reported to the carrier before written confirmation. If baggage is lost, stolen or
you leave the baggage hall and a Property damaged whilst in the care of an airline you must:
Irregularity Report (PIR) must be obtained.
Loss, or theft of personal baggage during 1. O
 btain a Property Irregularity Report (PIR)
your trip must be reported to your hotel, from the airline.
accommodation provider, or tour operator 2. Give formal written notice of the claim to the
representative if appropriate. You must airline within the time limit contained in their
provide us with written documentation from conditions of carriage (please retain a copy).
one of the parties listed above confirming
3. Retain all travel tickets and tags for submission
that the loss, or theft occurred during the
if a claim is to be made under this policy.
trip – otherwise no claim will be paid.
5.   Baggage shall be considered to have been
lost after 21 days have passed since the
loss was reported. Section 6c Personal Money & Passport
6.   For items damaged whilst on your trip, What is covered:
you must obtain an official report from an
We will pay you up to £300 for Basic cover and
appropriate local repairer confirming the
£500 for Comprehensive cover, if during a trip,
item is damaged and beyond repair.
the Personal Money you are carrying on your
7. You must report the loss, theft or damage to person or you have left in a safety deposit box is
the local Police and obtain written confirmation, lost, stolen, damaged or destroyed, subject to the
if your valuables are lost, stolen or damaged following conditions and exclusions:
whilst in a hotel safe, or safety deposit box.
a) we will pay up to £250 for Basic cover or £500
If your baggage is recovered, we will either for Comprehensive cover for cash belonging to
forward it to you at your location on the trip you. Or £150 if you are under 18 years of age.
or, if the trip has ended, to your home. Any
compensation you received under Section 6a b) we will pay up to £300 for Basic cover or £500
must be returned to us within 14 days of the for Comprehensive cover for additional travel
receipt of your baggage. and accommodation expenses you incur abroad
to obtain a replacement if your passport is lost,
or stolen outside the United Kingdom, Channel
Islands or the Isle of Man during your trip.
Section 6b Baggage Delay on your
c) we will pay you a proportionate refund of the
Outward Journey
unused part of the passport’s original value
PLEASE NOTE: this section of cover is only calculated upon how many complete years
included in Comprehensive Cover policies. it was to remain valid for.
No cover is provided under Section 6b for trips
taken solely within the United Kingdom, Channel
Islands or the Isle of Man. Special conditions relating to claims under
Section 6c
What is covered: 1. You must report loss, or theft of money,
We will pay up to £50 after the initial 24 hours (up or your passport to the local Police and
to a total of £150 after 48 hours) if your baggage obtain written confirmation within 24 hours
is certified by the carrier to have been lost, or of discovery of the incident. A tour operator
misplaced on the outward journey of a trip. Representative Report is insufficient.
 e will not pay claims under this section in addition
W 2. The
 Police Report must confirm that the
to claims under Section 6a (Personal Baggage). loss, or theft occurred during the trip.
3. You must provide us with evidence of the
withdrawal of cash – otherwise no payment
Special conditions relating to claims under
will be made.
Section 6b
If baggage is delayed while in the care of a carrier,
What is not covered under Sections 6a, 6b and 6c:
transport company, authority or hotel you must
1. the policy excess;
report to them, in writing, details of the delay
2. any item loaned, hired or entrusted to you;
22
3. loss, theft of, or damage to, personal baggage, licences, musical instruments, typewriters,
valuables, personal money, or passport left antiques, pictures, coupons, unset precious
unattended in a public place, or location that stones, cycles, mobility scooters, motor
the public has access to at any time; vehicles and their accessories, water craft
4. any loss, theft of, or damage to personal and their accessories, caravans, trailers
baggage left in an unattended motor vehicle if: and trailer tents and their accessories, and
property carried in connection with any
- they have not been locked out of sight in a business, profession, or trade;
secure baggage area;
b) any unused mobile or satellite telephone,
- no forcible and violent means have been used contract charges, rental charges, or pre-
by an unauthorised person to gain entry into the payments;
vehicle and no evidence of such entry is available;
14. any claim for baggage, or the contents of any
5. loss, theft of, or damage to, valuables, baggage containing perishable goods.
personal money, or passport:
15. checked-in baggage that has not been retrieved
- from a motor vehicle left unattended at any and taken to your accommodation address.
time; or
16. any claim where you are able to claim from
- left in checked-in baggage, whilst in the another insurance covering this risk, or the
custody of a carrier; and/or airline with which you travelled, we will only
- packed in baggage left in the baggage hold, pay for any balance outstanding.
or storage area of a carrier; 17. confiscation, or detention by Customs, or
6. any loss, theft of, or damage to personal baggage other lawful officials and authorities;
left unattended at your accommodation other 18. loss, theft of, or damage to, travellers’ cheques
than in in a hotel room, or private accommodation if you have not complied with the issuers’
for your sole private use, or the sole private use of conditions or where the issuer provides a
your travelling party; replacement service.
7. any loss, theft of, or damage to personal 19. loss or damage due to depreciation in value,
money, valuables or passport left unattended variations in exchange rates or shortages due
at any time unless deposited in a hotel safe, to error, or omission.
or safety deposit box; 20. anything that can be replaced by the issuer;
8. wear and tear, depreciation, damage caused 21. daily living expenses when obtaining a
by moth or vermin, or any process of cleaning, replacement passport;
or restoration, or alteration, atmospheric, or
22. anything mentioned in the General Exclusions.
climate conditions, or any gradual occurrence.
9. electrical or mechanical breakdown, or Section 7 Personal Accident
malfunction of the article insured;
PLEASE NOTE: this section of cover is only
10. damage to china, pottery, glass, or other fragile, included in Comprehensive Cover policies.
or brittle articles, other than photographic
Definitions relating to words that appear in Section 7.
equipment and telescopic lenses, unless by
fire, or resulting from an accident to a seagoing Loss of limb – Loss by physical severance, or the total
vessel, aircraft, or vehicle; and irrecoverable permanent loss of use or function
of, an arm (or both arms) at or above the wrist joint(s),
11. liability in respect of a pair or set of articles
or a leg (or both legs) at or above the ankle joint(s).
where we shall be liable only for the value of
that part of the pair or set which is lost, or Loss of sight – Total and irrecoverable loss of sight in
damaged; one or both eye(s); this is considered to have occurred
if the degree of sight remaining after correction is 3/60
12. equipment used in connection with any winter
or less on the Snellen Scale. (This means being able to
sports or sports and activities unless you see at 3 feet or less what you should see at 60 feet).
have paid the required additional premium to
extend your policy; Permanent total disablement – Disablement
which, having lasted for a period of at least 12
13. any loss, theft of, or damage to the following consecutive months from the date of occurrence
items; will, in the opinion of an independent qualified
a) c ontact or corneal lenses, dentures, specialist, entirely prevent you from engaging in, or
hearing aids, bonds, securities, stamps or giving any attention to, any and every business, or
documents of any kind, including driving occupation, for the remainder of your life.
23
What is covered: No cover is provided under Section 8 for trips taken
We will pay to you or your legal personal solely within the United Kingdom, Channel Islands
representatives if you suffer accidental bodily or the Isle of Man.
injury during the trip, which within 12 months is What is covered:
the sole and direct cause of death or disablement,
one of the following benefits: If as a result of your act or omission occurring
during a trip you become legally liable for
accidental bodily injury to, or the death of, any
Cover Benefit per insured person
person and/or accidental loss of or damage to
Aged Aged under 18 or
18 to 85 86 and over their property, then:

Death £20,000 £1,000 We will cover you (or, in the event of your death,
your personal legal representatives) where there is
Loss of limb, £20,000 £1,000
or loss of sight no other insurance in force covering the loss, the
Permanent total £20,000 £1,000 material damage, or your liability against:
disablement
a) all sums which you shall become legally liable
to pay as compensation; and
What is not covered: b) all legal costs awarded to any claimant or
1. injury not caused solely by outward, violent incurred in the defence of any claim that is
and visible means; contested by us or with our consent.
2. 
your disablement caused by mental or psychological We will pay up to £2,000,000, including costs under
trauma not involving your bodily injury; this policy. This limit applies to any and all claimants
3. disease or any physical defect, infirmity or in any one period of cover affected by any and all
illness which existed prior to the occurrences with any one original cause.
commencement of the trip;
4. any payment per insured person in excess
of £20,000, or £1,000 if the insured person Special conditions relating to claims
is under 18 years of age, or 86 years of age 1. O
 ur liability shall not exceed the sum insured
and over; in respect of any or all occurrences in a
5. death, or disablement arising from an insured series resulting from one original cause.
person engaging in any sports and activities,
2. If you receive any communication from any
or winter sports where this policy specifically
states that Personal Accident cover is excluded person in connection with any event which
(regardless of whether the sports and activities, may result in a claim under this section, you
or winter sports premium has been paid), must immediately pass this to us without
or where the sports, or activity is not listed as acknowledging the communication to the
covered, or is where it is specifically excluded; party who sent the communication.
6. any accident that you suffer before you go on 3. You must make no admission of liability,
your trip; offer, promise of payment, or payment,
7. 
you travelling in an aircraft (except as a without our written consent.
passenger in a fully-licensed, passenger
carrying aircraft);
8. 
you travelling on a motorcycle as either the
What is not covered:
rider or passenger; 1. the policy excess;
9. you taking part in manual work or dangerous 2. injury to, or the death of, any member of
work, unless we have agreed in writing your family or household, your travelling
beforehand; companion, or any person in your service;
10. anything mentioned in the general exclusions. 3. property belonging to, or held in trust by you
or your family, household or servant;
Section 8 Personal Liability 4. loss of or damage to property which is the legal
PLEASE NOTE: this section of cover is only responsibility of you or your family, household
included in Comprehensive Cover policies. Cover or servant. (this exclusion will not apply to
may also be provided in Basic Cover policies temporary hotel and similar accommodation
subject to payment of the required additional which you occupy and for which you assume
premium, as shown on the Validation Certificate. contractual responsibility during your trip);
24
5. any liability which attaches by virtue of a b) The costs incurred by opponents in civil cases if
contractual agreement, but which would not exist you have been ordered to pay them, or you pay
in law in the absence of such an agreement; them with our agreement.
6. claims for injury, loss or damage arising directly DAS/we/our/us: DAS Legal Expenses Insurance
or indirectly from: Company Limited.
-o
 wnership or use of: airborne craft; horse- Insured Incident: a specific or sudden accident
drawn, motorised, mechanically-propelled which causes your death or bodily injury.
or towed vehicles; vessels, sail or powered Preferred Law Firm: a law firm or barristers’
boats (other than row boats, punts or canoes); chambers which we choose to provide legal
animals (other than domestic dogs or cats); services. These legal specialists are chosen based
firearms; weapons; on their proven expertise to deal with claims
- the pursuit or exercise of any trade, like yours and must comply with our agreed
profession or gainful occupation, or the service levels, which we audit regularly. They are
supply of goods and services by you; appointed according to our Standard Terms of
- t he ownership or occupation of any land or Appointment.
building; Reasonable Prospects: for civil cases, the
prospects that you will recover losses or damages
- wilful or malicious acts;
(or obtain any other legal remedy that we have
7. liability or material damage for which cover agreed to, including an enforcement of judgment),
is provided under any other insurance or make a successful defence or make a successful
guarantee; appeal or defence of an appeal, must be at
8. 
accidental injury or loss not caused through least 51%. We, or a preferred law firm on our
your negligence; behalf, will assess whether there are reasonable
9. any injury, illness, death, loss, expense or prospects.
other liability attributable to the transmission Standard Terms of Appointment: the Terms and
of any communicable disease or virus however Conditions (including the amount we will pay to
caused; your appointed representative) that apply to
10. an insured person engaging in any sports and the relevant type of claim, which could include a
activities or winter sports where this policy conditional fee agreement (no win, no fee).
specifically states that personal liability cover What is covered
is excluded (regardless of whether the sports
In the event of an Insured Incident which
and activities or winter sports premium has
causes your death or bodily injury we will pay
been paid);
up to £25,000 for the costs and expenses of an
11. any claim arising in connection with a trip appointed representative, to provide legal advice
solely within your home country; and where there are reasonable prospects to take
12. any action not brought under the jurisdiction legal action on your behalf to recover losses or
of the courts of the country where the incident damages against negligent third-parties.
giving rise to the claim occurred;
What is not covered
13. anything mentioned in the General Exclusions.
Exclusions applying to this section
Section 9 Legal Costs & Expenses We will not pay for the following:
PLEASE NOTE: this section of cover is only 1. a claim where at any point, we or the
included in Comprehensive Cover policies. appointed representative assess that there
are not reasonable prospects of success.
Definitions relating to words that appear in Section 9.
2. any legal proceedings not dealt with by a court
Appointed Representative: the preferred law
of law or by another body agreed by us.
Firm, law firm or other suitably qualified person
which we will appoint to act on your behalf. 3. a claim where you have failed to notify us of the
insured incident within a reasonable time of it
Costs and Expenses occurring and where this failure adversely affects
a) All reasonable and necessary costs charged the reasonable prospects of a claim or we
by your appointed representative and consider that our position has been prejudiced.
agreed by us in accordance with our 4. an insured incident arising before the start,
Standard Terms of Appointment. or after the end of an insured journey.
25
5. 
costs and expenses incurred before our firm, we will give your choice of law firm the
written acceptance of a claim. opportunity to act on the same terms as a
6. in the event that you decide not to use the preferred law firm. However if they refuse to
services of a preferred law firm, any costs act on this basis, the most we will pay is the
and expenses in excess of those which we amount we would have paid if they had agreed
would have incurred had you done so under to our standard terms of appointment.
our standard terms of appointment. d) the appointed representative must co-operate
7. any claim relating to any illness or bodily injury with us at all times and must keep us up to date
that happens gradually or is not caused by a with the progress of the claim.
specific or sudden accident. 2 a) you must co-operate fully with us and with the
any claim relating to psychological injury or
8.  appointed representative.
mental illness unless the condition follows a b) you must give the appointed representative
specific or sudden accident that has caused your any instructions that we ask you to.
physical bodily injury. 3 a) you must tell us if anyone offers to settle a
9. defending your legal rights (we will however, claim, you must not negotiate or agree to a
cover defending a counter-claim). settlement without our written consent.
10. any claim relating to clinical negligence. b) if you do not accept a reasonable offer to
settle a claim, we may refuse to pay any
11. fines, penalties, compensation or damages that
further costs and expenses.
a court or other authority orders you to pay.
c) we may decide to pay you the reasonable value
12. any legal action which you take which we or the
of your claim, instead of starting or continuing
appointed representative have not agreed to,
legal action. In these circumstances you must
or where you do anything that hinders us or
allow us to take over and pursue or settle any
the appointed representative.
claim on your behalf. You must also allow us
13. a dispute with us which is not otherwise dealt to pursue at our own expense and for our own
with under Section 9 condition 7. benefit, any claim for compensation against
14. costs and expenses arising from or relating any other person and you must give us all the
to judicial review, a coroner’s inquest or fatal information and help we need to do so.
accident inquiry. 
Where a settlement is made on a without-
15. any costs and expenses which are incurred costs basis we will decide what proportion of
where the appointed representative that settlement will be regarded as costs and
handles the claim under a contingency fee expenses and payable to us.
arrangement. 4. a) you must instruct the appointed
16. a claim against us, our agent, tour operator or representative to have costs and expenses
travel agent. taxed, assessed or audited if we ask for this.
17. any claim where you are not represented by a b) you must take every step to recover costs and
law firm or barrister. expenses and court attendance that we have to pay
and must pay us any amounts that are recovered.
Additional conditions applying to this section 5. if the appointed representative refuses to
1 a) on receiving a claim, if legal representation is continue acting for you with good reason, or if you
necessary, we will appoint a preferred law dismiss the appointed representative without
firm or in-house lawyer as the appointed good reason, the cover we provide will end
representative to deal with your claim. They will immediately, unless we agree to the appointment
try to settle your claim by negotiation without of another appointed representative.
having to go to court. 6. if you settle or withdraw a claim without our
b) if the appointed preferred law firm or our agreement, or do not give suitable instructions
in-house lawyer cannot negotiate settlement to the appointed representative, we can
of your accident and it is necessary to go withdraw cover and will be entitled to reclaim
to court and legal proceedings are issued or from you any costs and expenses we have paid.
there is a conflict of interest, then you may 7. in respect of an appeal or the defence of an
choose a law firm to act as your appointed appeal, you must tell us within the time limits
representative. allowed to appeal, before we pay the costs
c) if you choose a law firm as the appointed and expenses for appeals, we must agree that
representative who is not a preferred law reasonable prospects exist.
26
8. for an enforcement of judgment to recover include equivalent laws in Scotland, Northern
money and interest due to you after a Ireland, the Isle of Man and the Channel
successful claim under this section, we must Islands as appropriate.
agree that reasonable prospects exist, and 16. apart from DAS, an insured person is the only
where an award of damages is the only legal person who may enforce all or any part of this
remedy to a dispute and the cost of pursuing section and the rights and interests arising
legal action is likely to be more than any award from or connected with it. This means that the
of damages, the most we will pay in costs and Contracts (Rights of Third Parties) Act 1999
expenses is the value of the likely award. does not apply to this section in relation to any
9.  if there is a disagreement between you and us third party rights or interest.
about the handling of a claim and it is not resolved
through our internal complaints procedure, you
can contact the Financial Ombudsman Service for Eurolaw Legal Advice
help. Alternatively there is a separate arbitration We will give you confidential legal advice over
process. The arbitrator will be a barrister chosen
the phone on any personal legal problem
jointly by you and us. If there is a disagreement
under the laws of the member countries of the
over the choice of arbitrator, we will ask the
European Union, the Isle of Man, the Channel
Chartered Institute of Arbitrators to decide.
Islands, Switzerland and Norway.
10. we may require you to obtain, at your
expense, an opinion on the merits of the claim You can contact our UK based call centres 24
or proceedings or on a legal principle from a hours a day, seven days a week. However, we
legal expert. The expert must be approved in may need to call you back depending on the
advance by us and the cost agreed in writing enquiry. Advice about the Law in England and
between you and us. Subject to this, we Wales is available 24 hours a day, seven days
will pay the cost of getting the opinion if the a week. Legal advice for the other countries
expert’s opinion indicates that it is more likely is available 9am – 5pm, Monday to Friday,
than not that you will recover damages (or excluding public and bank holidays. If you call
obtain any other legal remedy that we have outside these times, a message will be taken and
agreed to) or make a successful defence. we will call you back within operating hours.
11. you must: To help check and improve service standards,
a) keep to the terms and conditions of this section; we record all inbound and outbound calls.
b) take reasonable steps to avoid and prevent To contact the above service, phone us on
claims; +44 (0) 117 934 0548. When phoning, please
c) t ake reasonable steps to avoid incurring quote your policy number.
unnecessary costs;
We will not accept responsibility if the
d) send everything we ask for, in writing;
Helpline Service fails for reasons which we
e) report to us full and factual details of any cannot control.
claim as soon as possible;
f) give us any information we need.
12. we will, at our discretion, void this section Section 10 Hijack
(make it invalid) from its start date or from the PLEASE NOTE: this section of cover is only
date of claim, or alleged claim, or we will not
included in Comprehensive Cover policies.
pay the claim if:
a) a  claim you have made to obtain benefit What is covered:
under this section is fraudulent or We will pay you £50 per complete 24 hours up to
intentionally exaggerated; or £5,000 in total if the aircraft or sea vessel in which
b) a false declaration or statement is made in you are travelling, as a fare paying passenger, is
support of a claim. hijacked for more than 24 hours on the original,
13. if any claim covered under this section is also pre-booked, outward, or return journey.
covered by another policy, or would have been
covered if this section did not exist, we will only
pay our share of the claim even if the other Special conditions relating to claims
insurer refuses the claim.
You must provide us with a written statement
14. in the event of your death as a result of an insured from an appropriate authority confirming the
incident the benefits of this cover will attach to hijack, your involvement in it, and how long
your personal representative (next of kin). it lasted.
15. all Acts of Parliament mentioned in this section
27
What is not covered: and deliver to you compatible blood supplies.
1. a
 ny claim resulting from you acting in a way e) Tracing lost baggage
which could cause a claim under this section. We will help with tracing and re-delivering your
2. a
 nything mentioned in the General Exclusions. lost or misdirected baggage, where the carrier
has failed to resolve the problem. You will need
Section 11 Personal Assistance Services to have your baggage tag number available.
PLEASE NOTE: this service is only included in f) Replacement travel documents
Comprehensive Cover policies. We will help you replace lost or stolen tickets
and travel documents and refer you to suitable
What we can provide: travel offices.
We will pay the administrative and delivery costs, g) Homecall referral
up to a maximum of £250 per trip, in providing the We can arrange for a reputable repairer to
following services in respect of a trip: contact you if your home suffers damage
a) Information about your destination during your trip. They can carry out emergency
We can provide information on: repairs to the domestic plumbing or drainage
system, the domestic gas, or electricity supply,
i. current visa and entry permit requirements
the roofing, external locks, doors, or windows, or
for any country if you hold a British passport.
the fixed heating system.
If you hold a passport from a country other
than Great Britain, Northern Ireland, the Isle You can call us for help up to 7 days after you
of Man, or the Channel Islands, we may need have returned home from a trip.
to refer you to the Embassy, or Consulate of You will be responsible for the payment of all
that country; charges associated with carrying out the repair,
ii. current requirements for inoculations and including any call-out fee, and you should make
vaccinations for any country in the world and arrangements to pay the repairer or us at the
advice on current World Health Organisation time the work is carried out.
warnings;
iii. arranging relevant inoculations and What we cannot provide:
vaccinations before the commencement of a 1. payment for any items or, for blood (unless
trip abroad. insured under another section of this policy),
iv. climate; and the costs of supplying any medication
v. local languages; inadvertently not carried by the insured person
vi. time differences; on the trip.
vii. main bank opening hours, including whether 2. payment for any medical consultations,
or not a Bank Holiday falls within your inoculations, or vaccinations.
intended trip;
viii. motoring restrictions, regulations, Green Section 12 Pet Care
Cards and other insurance issues. PLEASE NOTE: this section of cover is only
b) Transfer of emergency funds included in Comprehensive Cover policies.
We will transfer emergency funds of up to £500 What is covered:
to you in case of urgent need, only when access
to your normal financial/banking arrangements We will pay you £35 per complete 24 hour period
are not available locally, to cover your immediate up to a maximum under this policy of £350 for
emergency needs where international money additional kennel or cattery charges that you
transfer services are available. incur if you have a valid claim under Section 3a

You must arrange to have the equivalent funds (Emergency Medical & Repatriation), and your
deposited in our account in the United Kingdom, return to your home is delayed by more than
before we can release such emergency funds. 24 hours as a result of you being admitted to a
recognised hospital abroad as an in-patient.
c) Message relay
We will transmit two urgent messages following
illness, accident or travel delay problems.
Special conditions relating to claims
d) Drug replacement 1. You must obtain a Medical Certificate
We will assist you in replacing lost prescription from the doctor in attendance specifying the
drugs or other essential medication, or lost or unforeseen illness or injury that prevented
broken prescription glasses or contact lenses, you from returning home as planned.
which are unobtainable overseas. We can source
28
Please see Section 1 Cancellation for the loss of the Consumer Credit Act or from any bank or
pre-booked kennel or cattery fees. card issuer or any other legal means.
4. The Financial Failure of any travel agent, tour
Section 13 End Supplier Failure Cover organiser, booking agent or consolidator
PLEASE NOTE: this section of cover is only with whom the Insured has booked travel or
included in Comprehensive Cover policies. accommodation.
This cover is provided by International Passenger 5. Any losses which are not directly associated
Protection Limited, IPP House, 22-26 Station Road, with the incident that caused the Insured to
West Wickham, Kent BR4 0PR, United Kingdom claim. For example, loss due to being unable
and is underwritten by Liberty Mutual Insurance to reach your pre-booked hotel following the
Europe SE (The Insurer). Financial Failure of an airline.
The Insurer will pay up to £3,000 in total for each How to make a complaint
insured person named on the Invoice for:
If you have a complaint, we really want to hear
1. Irrecoverable sums paid prior to Financial from you. We welcome your comments as they
Failure of the Scheduled Airline, hotel, train give us the opportunity to put things right and
operator including Eurostar, car ferries; villas improve our service to you.
abroad & cottages in the UK; coach operator,
Please telephone us on: (020) 8776 3750.
car or camper hire company, caravan sites,
campsites, mobile home, safaris; excursions; Or write to:
Eurotunnel; theme parks or attractions all known The Customer Services Manager
as the End Supplier of the travel arrangements International Passenger Protection Limited,
not forming part of an inclusive holiday prior to IPP House, 22-26 Station Road,
departure or West Wickham,
2. In the event of Financial Failure after departure: Kent BR4 0PR
a) additional pro rata costs incurred by the Fax: (020) 8776 3751
insured person(s) in replacing that part of Email: info@ipplondon.co.uk
the travel arrangements to a similar standard
of transportation as enjoyed prior to the Please make sure that you quote the policy number
curtailment of the travel arrangements which can be found on your Validation Certificate.
It is our policy to acknowledge any complaint within
or 5 working days advising you of who is dealing with
b) if curtailment of the holiday is unavoidable – your concerns and attempt to address them. We
the cost of return transportation to the United will provide you with a written response outlining
Kingdom, Channel Islands, the Isle of Man our detailed response to your complaint within four
or Northern Ireland to a similar standard weeks of receipt of the complaint. You will receive
of transportation as enjoyed prior to the either our written response or an explanation as to
curtailment of the travel arrangements. why we are not in a position to provide one within
Financial Failure means the End Supplier becoming eight weeks of receipt of your complaint.
Insolvent or has an administrator appointed and If you are not satisfied with the response you
being unable to provide agreed services. receive or we have failed to provide you with
End Supplier means the company that owns and a written response, you may have the right to
operates the services listed in point 1 above. contact the Financial Ombudsman Service at the
following address.
The Insurer will not pay for:
The Financial Ombudsman Service,
1. Travel or Accommodation not booked within
Exchange Tower,
the United Kingdom, Channel Islands, Isle of
London E14 9SR
Man or Northern Ireland prior to departure.
Telephone: 0800 023 4567 (calls to this number
2. Any End Supplier which is, or which any
are free from ‘’fixed lines’’ in the UK) or 0300 123
prospect of Financial Failure is known by the
9123 (calls to this number are charged at the
Insured or widely known publicly at the date of
same rate as 01 and 02 numbers on mobile phone
the Insured’s application under this policy.
tariffs in the UK).
3. Any loss or part of a loss which at the time of the
Email: complaint.info@financial-ombudsman.org.uk
happening of the loss is insured or guaranteed
by any other existing Policy, Policies, bond, or More information can be found of their website –
is capable of recovery from under section 75 of www.financial-ombudsman.org.uk
29
To confirm whether you are eligible to ask the medically approved test showing a positive result
Financial Ombudsman Service to review your for COVID-19, during an insured trip outside the
complaint please contact them at United Kingdom for the following:
www.financial-ombudsman.org.uk/consumers/ a) medical expenses (including transportation to
how-to-complain. the nearest suitable hospital) for the immediate
To confirm whether you are eligible to ask the needs of an unforeseen medical emergency,
Financial Ombudsman Service to review your when deemed necessary by a recognised
complaint please contact them at www.financial- Doctor and agreed by our Medical Officer.
ombudsman.org.uk/consumer/complaints.htm b) additional travelling costs to repatriate you home
Alternatively, as LMIE is a Luxembourg insurance when recommended by our Medical Officer.
company, you are also entitled to refer the dispute c) additional travel and accommodation costs as
to any of the following dispute resolution bodies: authorised by our Assistance Company up until
Commissariat aux Assurances, our Medical Officer advises that you can be
7, boulevard Joseph II, repatriated home.
L-1840 Luxembourg d) additional travelling costs to repatriate you
Telephone: (+352) 22 69 11 – 1 home when you are denied boarding on
Email: caa@caa.lu your pre-booked return travel due to you
contracting COVID-19.
or
e) a benefit payment of £20 per complete 24 hour
Service National du Médiateur de la
period up to £300 where you are ordered into
consommation – Individual Consumers ONLY:
self-isolation in your holiday accommodation by
Ancien Hôtel de la Monnaie, a relevant Government authority, as a result of
6, rue du Palais de Justice, you contracting COVID-19.
L-1841 Luxembourg
Or, where you are travelling solely within the United
Telephone: (+352) 46 13 11
Kingdom, Jersey or the Isle of Man during your
Email: info@mediateurconsommation.lu trip of 2 or more consecutive nights in pre-booked
or accommodation we will pay up to £10,000 for:
Médiateur en Assurances, a) extra transport and accommodation for you
ACA, and one other person who stays with you,
12, rue Erasme, or who has to travel to you from within your
L-1468 Luxembourg home country and/or travel back with you, if
Telephone: (+352) 44 21 44 1 this is necessary due to medical advice.
Making a complaint will not affect your right to b) your body or ashes to be transported home.
take legal action.
What is covered for Cancellation and Cutting
Section 14 COVID-19 Cover Short Your Trip:
PLEASE NOTE: Your policy will not cover you if We will pay you up to the amount shown in the
you travel against the advice of the Foreign, table of benefits for either Section 1. Cancellation,
Commonwealth & Development Office (FCDO), unless or Section 2. Cutting Short Your Trip, per insured
you have purchased the European FCDO Travel person for any irrecoverable unused travel and
Advice Extension cover and the advice is only against accommodation costs (and other prepaid charges)
all but essential travel solely as a result of COVID-19. which you have paid or are contracted to pay, if
you were not able to travel and use your booked
This section of cover extends the Emergency
accommodation or undertake the trip as a result of:
Medical and repatriation section, the Cancellation
or Cutting Short Your Trip sections of this policy as a) you, a close relative, a member of your
follows: household, travelling companion or any person
with whom you have arranged to stay during
What is covered for Emergency Medical and the trip has a diagnosis of COVID-19 in the
Repatriation Expenses: 14 days prior to your booked departure date.
We will pay up to the amount shown in the table b) you are denied boarding on your pre-booked
of benefits under section 3a Emergency Medical outbound travel due to you contracting
& Repatriation expenses for each insured COVID-19, or having a confirmed temperature
person who contracts COVID-19, as proven by a above 38 degrees Celsius.
30
c) you are contacted by a representative of the UK community, geographic location, vessel, or travellers
Government’s Test and Trace service due to the returning to the United Kingdom from a specific
probability of you having contracted COVID-19, and location, by a Government or public authority.
are instructed to self-isolate for a period of time 6. the cost of airport departure duty/tax (whether
which prevents you from starting your trip using irrecoverable or not).
your pre-booked outward travel arrangements.
7. travel tickets paid for using any airline mileage
d) you experiencing an adverse reaction to the
reward scheme, for example air miles.
COVID-19 vaccine in the 2 weeks before your
scheduled departure date and are advised 8. travel or accommodation costs where a credit
that you are no longer fit to travel by a medical or voucher has been provided in lieu of a cash
practitioner. refund.
e) you, or your travelling companion being 9. travel or accommodation costs paid for using
unable to complete the course of COVID-19 any timeshare, holiday property bond or other
vaccinations before your scheduled departure holiday points scheme.
date due to unforeseen illness of you or your 10. any costs incurred by you which are recoverable
travelling companion. from the providers of the accommodation (or
or where you have to Cut short your trip as a their administrators) or for which you receive
result of: or are expected to receive compensation or
a) the death as a result of COVID-19, of a close reimbursement.
relative or a member of your household living 11. any costs incurred by you which are recoverable
in the United Kingdom. from the public transport operator or for
b) the hospitalisation as a result of COVID-19 for which you receive or are expected to receive
treatment with mechanical ventilation, of a compensation, damages, refund of tickets,
close relative or a member of your household meals, refreshments, accommodation, transfers,
living in the United Kingdom. communication facilities or other assistance.
c) you are unable to continue with a pre-booked 12. any accommodation costs, charges and expenses
excursion following your self-isolation as where the public transport operator has offered
ordered by a relevant Government authority reasonable alternative travel arrangements.
due to contracting COVID-19, up to a maximum 13. any costs for normal day to day living such as
of £350 for all excursions. food and drink which you would have expected
to pay during your trip.
What is not covered
14. any claim where you contract COVID-19 and you
(applicable in addition to any exclusion listed under have not had the recommended vaccination(s)
Sections 1. Cancellation, 2. Cutting short your (consideration will be given where you were
Trip and 3a. Emergency Medical & Repatriation medically unable to have the vaccination, and
Expenses of your policy): this is shown in your medical records).
1. the excess 15. any claim where you have not returned to
2. claims relating to any person contracting COVID-19, the United Kingdom when advised to do so
where this is not proven by a medically approved by the UK Government including the Foreign,
test showing a positive result for COVID-19. Commonwealth & Development Office (FCDO).
3. claims arising directly or indirectly from an outbreak 16. any claim arising as a result of you, or your
of COVID-19, resulting in a lockdown, travel travel companion being unable to complete
warnings or restricting freedom of movement the full COVID-19 vaccination course before
in your home country, the country or specific your scheduled departure date due to delays in
area or event to which you were travelling to or supply, or changes in Government policy.
through before, after or during your trip.
17. any claim where you have travelled during a
4. any claim where you are experiencing symptoms Government imposed lockdown.
of an infectious disease, or have been told to
self-isolate at the time you purchased, renewed 18. any claim where you do not hold the required
or extended this insurance, or at the time of confirmation of vaccination documentation, for
booking any trip, whichever is later. Or in the case example a vaccination passport.
of Emergency Medical or Repatriation Expenses 19. any claim made under Section 14 in addition to a
claims, started your trip whichever was later. claim under either Sections 1, 2 or 3a of this policy.
5. Your quarantine when it has been imposed on a 20. anything mentioned in the General Exclusions.
31
Claims evidence which you have paid or are contracted to pay, plus
We will require (at your own expense) the following any reasonable additional travel expenses incurred
evidence where relevant: if you were not able to travel and use your booked
accommodation or the trip was cut short before
1. a copy of the positive test result for COVID-19 completion as a result of the Travel Advice Unit of
you received from a registered medical the Foreign Commonwealth & Development Office
practitioner (FCDO) or the World Health Organisation (WHO) or
2. booking confirmation together with a regulatory authority in a country to/from which you
cancellation invoice from your travel agent, are travelling issuing a directive:
tour operator or provider of transport/ a) prohibiting all travel or all but essential travel to;
accommodation. or
3. for claims where you cut short your trip, we b) recommending evacuation from the country,
will require a breakdown of your paid costs or specific area or event to which you were
and charges that make up the total cost of the travelling, providing the directive came into force
trip from your travel agent, tour operator or after you purchased, renewed or extended
provider of transport/ accommodation. this insurance or booked the trip (whichever is
4. your unused travel tickets. the later), or in the case of cutting short your
trip after you had left your home country to
5. a letter from the carriers (or their handling agents).
commence the trip.
6. written confirmation from the scheduled public
transport operator (or their handling agents) PLEASE NOTE: You will not be covered where the
confirming the exact reason for which you were travel advice or restrictions arise as a result of
denied boarding, together with details of any COVID-19 or any mutated form of the virus.
alternative transport offered.
7. receipts or bills for any transport, Extended Travel Delay and Enforced Stay cover
accommodation or other costs, charges or What is covered:
expenses claimed for. If the scheduled public transport on which you are
8. any other official document or medical report booked to travel is cancelled or delayed, leading
confirming your diagnosis for COVID-19 which to your departure being delayed for more than
leads to your self-isolation, or the need to 12 hours at the departure point of any connecting
cancel or cut short your trip. public transport in the United Kingdom or to your
9. a copy of any official document, email, or overseas destination or on the return journey to
itemised telephone bill showing that you were your home, we will pay:
contacted by the UK Government’s Test and a) £20 for the first completed 12 hours delay and
Trace service and instructed to self-isolate. £10 for each full 12 hours delay after that, up
to a maximum of £100 provided you eventually
Section 15 Optional Travel Disruption continue the trip.
Extension b) up to £1,000 for any irrecoverable unused
PLEASE NOTE: this section of cover will only apply accommodation and travel costs (and other
if you have paid the required additional premium pre-paid charges) which you have paid or are
and it is shown on your Validation Certificate. contracted to pay because you were not able to
travel and use your booked accommodation as
COVID-19: No cover is provided under this section a result of the scheduled public transport on
of cover for claims arising as a result of COVID-19, which you were booked to travel is cancelled or
or any mutated form of the virus. delayed for more than 24 hours, as long as you
still go on the remainder of the trip;
Extended Cancellation or Cutting Short
c) up to £1,000 for additional accommodation
Your Trip cover
(room only) and travel expenses necessarily
What is covered: incurred in reaching your overseas destination
We will pay you up to a maximum of £500 for and/or in returning to your home as a result of
Basic cover (unless you have purchased the the public transport on which you were booked
optional £1,000/£3,000 additional cover option) to travel being cancelled, delayed for more than
or £5,000 for Comprehensive cover per insured 24 hours, diverted or re-directed after take-off;
person for any irrecoverable unused travel and You can only claim under subsections b) or c) for
accommodation costs (and other prepaid charges) the same event, not both.
32
Additional Overseas Accommodation and
Repatriation cover 5. You must provide (at your own expense)
written confirmation from the scheduled
What is covered: public transport operator (or their
If as a result of a terrorist event, fire, flood, handling agents) of the cancellation,
earthquake, explosion, tsunami, landslide, number of hours, and the reason for
avalanche, volcanic eruption, snow, hurricane, delay, together with details of any
storm or an outbreak of food poisoning affecting alternative transport offered.
your accommodation or resort. 6. You must comply with the terms of
We will pay you up to £1,000 for either: contract of the scheduled public transport
a) any irrecoverable unused accommodation operator and attempt to recover your costs
costs and other pre-paid charges which you elsewhere before making a claim.
have paid or are contracted to pay because you 7. You must provide (at your own expense)
were not able to travel and use your booked written confirmation from the scheduled
accommodation or; public transport operator/accommodation
b) additional accommodation (room only) and provider that reimbursement has not been
travel expenses necessarily incurred: and will not be provided.
i)  up to the standard of your original booking, 8. You must provide (at your own expense)
if you need to move to other accommodation written confirmation from the relevant
on arrival or at any other time during the authority of any insured event which prevents
trip because you cannot use your booked you from travelling to your pre-booked
accommodation; or destination, or that requires you to alter
your pre-booked travel plans.
ii) with the prior authorisation of Staysure
Assistance to repatriate you to your home 9. Costs, charges or expenses, if they are
if it becomes necessary to cut short the trip; also covered under any other section of
this policy. You can only claim for these
You can only claim under one of subsections b)i or under one section for the same event.
b)ii for the same event, not both.

What is not covered

Special conditions relating to claims (applicable to all of Section 15):
(applicable to all of Section 15)
1. the excess (except claims under subsection a)
1. You must notify the travel agent, tour under the extended travel delay).
operator or provider of transport or
accommodation as soon as you find out it 2. the cost of airport departure duty/tax (whether
is necessary to cancel your trip. If you fail irrecoverable or not).
to do this, our liability shall be restricted to 3. travel tickets paid for using any airline mileage
the cancellation charges that would have reward scheme, for example air miles.
applied at that time. 4. accommodation costs paid for using any
2. You must provide (at your own expense) timeshare, holiday property bond or other
written confirmation from the provider holiday points scheme.
of the accommodation (or their 5. claims arising directly or indirectly from strike or
administrators), the local Police, or relevant industrial action, cancellation of public transport,
authority that you could not use your a directive prohibiting all travel or all but essential
accommodation and the reason for this. travel, Terrorist event, fire, flood, earthquake,
3. Claims where you cut short your trip: you explosion, tsunami, landslide, avalanche, volcanic
must tell Staysure Assistance as soon as eruption, snow, hurricane, storm or an outbreak
possible of any circumstances making it of food poisoning affecting the country or specific
necessary for you to return home and area or event to which you were travelling to or
before any arrangements are made for through, existing or being publicly announced by
your repatriation. the date you purchased, renewed or extended
4. You must have checked in for your flight, this insurance or at the time of booking any trip,
unless your tour operator, or airline has whichever is later.
requested you not to travel to the airport. 6. any costs incurred by you which are recoverable
from the providers of the accommodation (or
33
 their administrators) or for which you receive Section 16 Optional Cruise Plus Cover
or are expected to receive compensation or
PLEASE NOTE: this section of cover can be
reimbursement.
included in Comprehensive Cover policies only,
7. any costs incurred by you which are recoverable subject to payment of the required additional
from the public transport operator or for premium, and Cruise Plus is shown on your
which you receive or are expected to receive Validation Certificate.
compensation, damages, refund of tickets,
meals, refreshments, accommodation, transfers, Section 16a Missed Port Departure
communication facilities or other assistance.
What is covered:
8. any accommodation costs, charges and expenses
where the public transport operator has offered We will pay up to £1,500 for reasonable additional
reasonable alternative travel arrangements. travelling and accommodation expenses
necessarily incurred to reach your cruise ship at
9. any costs for normal day to day living such as the next docking port if you arrive at the initial
food and drink which you would have expected port of embarkation too late to commence the
to pay during your trip. first outward international journey aboard your
10. any claim arising as a result of COVID-19 or any booked cruise, as a result of:
mutated form of the virus. a) breakdown of or accident directly involving the
11. anything mentioned in the General Exclusions. vehicle in which you are travelling; or
b) cancellation or curtailment of scheduled public
Claims evidence transport due to adverse weather conditions,
We will require (at your own expense) the strike, or industrial action, or mechanical
following evidence where relevant: breakdown, or accident; or
1. a copy of the advice against all travel or all c) t he motorway on which you are travelling in
but essential travel issued by the Foreign order to reach your port of embarkation is
Commonwealth & Development Office (FCDO) closed as a result of an unannounced road
or the World Health Organisation (WHO) or the traffic accident.
regulatory authority in a country to/from which We will provide assistance by liaising with the
you are travelling or were planning to travel. cruise company and/or tour operator to advise
2. booking confirmation together with a cancellation of your late arrival. If necessary, we will make
invoice from your travel agent, tour operator or arrangements for overnight hotel accommodation
provider of transport/accommodation. and alternative international travel.
3. for claims where you cut short your trip, we
will require a breakdown of your paid costs
and charges that make up the total cost of the Special conditions relating to claims under
trip from your travel agent, tour operator or Section 16a:
provider of transport/ accommodation. 1. You must make every effort to reach your port
4. your unused travel tickets. of embarkation and check in for any flight, sea
5. a letter from the carriers (or their handling crossing, coach or train journey used to reach
agents) confirming the number of hours delay, your port of embarkation on time.
the reason for the delay and confirmation of 2. You must obtain written confirmation from
your check-in times. the carrier stating the period of, and the
6. written confirmation from the scheduled public reason for, the delay.
transport operator (or their handling agents) 3. For claims arising from an accident to, or
of the cancellation, number of hours and breakdown of a private vehicle in which you are
reason for the delay together with details of any
travelling, you must obtain written confirmation
alternative transport offered.
from the emergency breakdown services or
7. written confirmation from the company repairers of the location and reason for the
providing the accommodation (or their breakdown or the Police Accident Report.
administrators), the local Police or relevant
authority that you could not use your 4. Claims arising from traffic congestion must
accommodation and the reason for this. be evidenced with written confirmation
from the Highways Agency of the location
8. receipts or bills for any transport, accommodation
or other costs, charges or expenses claimed for. and duration of the delay.

34
What is not covered under Section 16a: Section 16d Unused Excursions
1. claims arising from actual or planned strike or
industrial action which was common knowledge What is covered:
at the time you booked the trip or purchased, We will pay up to £500 for pre-paid excursions
renewed or extended this insurance whichever that you are unable to use as a result of your
was the later; confirmed cabin confinement arising as a result of
2. a
 dditional costs where the scheduled public illness or injury.
transport operator has offered alternative travel
arrangements; What is not covered under Section 16d:
3. breakdown of the private vehicle in which you are 1. a
 nything mentioned in the additional exclusions
travelling if it has not been regularly serviced; applying to Section 16, or General Exclusions
4. c laims under Section 16a in addition to claims
under Sections 1 (cancellation) and 5 (travel Section 16e Cruise interruption
delay); What is covered:
5. c laims due to you allowing insufficient time to We will pay up to £750 for extra accommodation
complete your journey to the departure point; (room only) and travel expenses (economy class
6. a
 nything mentioned in the additional exclusions travel unless an upgrade is deemed to be medically
applying to Section 16, or General Exclusions. necessary and this is authorised by Staysure
Assistance) to allow you to re-join your cruise at the
Section 16b Cabin Confinement next available port following illness or injury which
has required you to be off-loaded from the cruise for
What is covered: treatment in a hospital (not a ship’s hospital).
We will pay up to £75 for each full 24 hour period
after an initial confinement of a full and continuous
48 hours, up to a total £1,000 if you are confined Special conditions relating to claims under
to your cabin by the ship’s medical officer due Section 16e
to a medical condition that you are experiencing 1. Y
 ou must contact Staysure Assistance on
during the cruise. the emergency telephone number provided
in this policy prior to making any additional
What is not covered under Section 16b: travel or accommodation arrangements.
1. a
 nything mentioned in the additional exclusions 2. Y
 ou must obtain written confirmation from
applying to Section 16, or General Exclusions. the doctor in attendance that you are
medically fit to resume your cruise.
Section 16c Itinerary change
What is covered: What is not covered under Section 16e:
We will pay up to £75 for each port listed on your 1. c laims where less than 25%, or 2 days of your
cruise itinerary that is missed due to adverse original cruise itinerary remain;
weather or timetable changes up to £500. 2. c laims for additional travel or accommodation
expenses where, in the opinion of the doctor
What is not covered under Section 16c: in attendance and our medical officer, it is
1. c laims where you have not obtained written not medically advisable for you to re-join
confirmation from the operator of the cruise, your cruise;
or tour operator stating the reason and number 3. c laims for additional travel or accommodation
of missed ports; expenses where you have not obtained our prior
2. claims
 for missed port arising from actual or authorisation before incurring any expenses over
planned strike or industrial action which was £350 in total for all insured persons;
common knowledge at the time you booked 4. a
 nything mentioned in the additional exclusions
the trip or purchased, renewed or extended applying to Section 16, or General Exclusions
this insurance, whichever was later;
3. c laims arising as a result of your failure to Additional exclusions applying to Section 16
attend an excursion as per your itinerary; What is not covered:
4. a
 nything mentioned in the additional exclusions 1. claims where you have not obtained written
applying to Section 16, or General Exclusions. confirmation from the ship’s medical officer

35
 stating the reason for your transfer to a hospital and authorised areas, Para-skiing, Skeleton, Ski jumping,
away from the cruise ship, or the reason for and Ski racing, Ski slope or Ski stunting.
the period of your confinement to your cabin; You are not covered when engaging in organised
2. c laims arising as a result of, or related to a competitions, or when engaging in an activity
pre-existing medical condition that has not against local authoritative warning or advice.
been declared and accepted by us, or that is Resort authorities classify avalanche risk as follows:
specifically excluded from cover under this
1 = Low, 2= Moderate, 3= Considerable, 4= High,
policy.
5 = Very High. You are not covered in areas
Section 17 Optional Winter Sports Cover classified as avalanche rating 3 or above.
PLEASE NOTE: Please see page 15 for Winter Sports If you are undertaking a pursuit or activity which
definition. This section of cover can be included is not listed in this policy, or are in any doubt as
in Comprehensive Cover policies only, subject to whether cover will apply, please call Staysure
to payment of the required additional premium, Customer Services on 0333 006 8033.
and it is shown on your Validation Certificate.
Section 17a Winter Sports Equipment
When are you covered for winter sports?
What is covered in addition to Section 6
For single trip policies – you have selected this
option and paid the required additional premium – Personal Baggage:
for the period of cover. • We will pay up to £500 per insured person if winter
For annual multi-trip policies – you only undertake sports equipment belonging to you is damaged,
two trips of up to 21 days in total during the period stolen, destroyed or lost (and not recovered) in the
of cover. course of your trip. There is a single article limit of
£300, whether jointly owned or not
What is covered: • We will pay the cost of the replacement or
a) benefits under the sections of cover already the repair of your winter sport equipment,
described are extended to cover winter sports whichever is the lower, after making an
as follows. Please note that all terms, conditions allowance for wear and tear and loss of value
and exclusions (except where these are using the following scale;
amended under this upgrade) continue to apply
for all sections in respect of winter sports. You
must read these extensions in conjunction with Age of Item Amount Payable
Sections 1 – 12 and refer back to them when Up to 12 months old 90% of the price you paid
appropriate for full cover details.
Up to 24 months old 70% of the price you paid
You are covered when engaging in winter sports
on a non-competitive and non-professional Up to 36 months old 50% of the price you paid
basis during your trip when you have paid the Up to 48 months old 30% of the price you paid
additional winter sports premium on a single trip.
The annual multi-trip policy automatically offers Up to 60 months old 20% of the price you paid
21 consecutive days cover provided that you are Over 60 months old Nil
medically fit enough to undertake a winter sports
trip at the time of booking the trip and travel.
Your policy can be extended to cover the following Special conditions relating to claims
winter sports activities for an additional premium, • You must take sufficient precautions to secure
but no cover will apply in respect of any Personal the safety of your winter sports equipment
Accident or Personal Liability claims: and must not leave it unattended at any time
Ice sailing/ice windsurfing, Skidoo, Sleigh pulled by in a place to which the public has access
reindeer (when driven by an experienced driver •S
 kis and snowboards are covered when
provided by the organiser only) or Snow mobiling. locked to a roof rack, which is itself locked
You will not be covered for any claims arising to the roof of a vehicle
directly or indirectly when engaging in the
• You must bring any damaged winter sports
following activities:
equipment you own back so that we can
Bobsleigh, Free-style skiing, Heli-skiing, Ice hockey, Luge, inspect it
Off-piste Skiing or Snowboarding outside recognised
36
What is not covered discovered it was lost or stolen, and for which
1. the excess; you have not obtained a written Police Report;
2. any item that was lost or stolen if you did not 2. anything mentioned in the General Exclusions.
report it to the Police within 24 hours after you
discovered it was lost or stolen, and for which Section 17d Ski Pack
you have not obtained a written Police Report; What is covered:
3. any winter sports equipment that was lost, stolen or
damaged during a trip, unless you report this to the We will pay up to £250 for the unused part of
carrier and get a property irregularity report at the your ski pack, if due to illness or injury you are
time. You must make any claims to the airline within medically certified as being unable to participate in
seven days; winter sports. A ski pack includes ski-school fees
4. any winter sports equipment that was or ski instructor fees, and the cost of any lift pass
damaged while in use; that you have booked.
5. winter sports equipment left unattended in
a public place, unless the claim is for skis, ski Special condition relating to claims
poles, or snowboards, and you have taken all
You must obtain a Medical Certificate that you
reasonable care to protect them by leaving
were not well enough to use the full ski pack.
them in a ski rack between 10am and 8pm;
6. anything mentioned in the General Exclusions.
What is not covered:
Section 17b Ski Pass 1. a
 nything mentioned in the General Exclusions.
What is covered:
Section 17e Winter Sports Equipment Delay
We will pay up to £250 if your ski pass, which you
are carrying on you, or which you have left in a What is covered:
safety-deposit box or safe, is lost, stolen, damaged We will reimburse up to £20 per day, up to £300,
or destroyed during a trip. for the hire of replacement winter sports equipment
What is not covered: if your winter sport equipment is certified by the
1. the excess; carrier to have been misplaced for more than 12
hours on the outward journey of a trip.
2. any claim if your ski pass was lost or stolen and you
did not report it to the Police within 24 hours after
you discovered it was lost or stolen, and for which
you have not obtained a written Police Report; Special condition relating to claims
3. ski passes left unattended in a public place; You must provide us with receipts and written
confirmation from the carrier confirming the delay.
4. anything mentioned in the General Exclusions.

Section 17c Winter Sports Equipment Hire What is not covered:

What is covered: 1. Anything mentioned in the General Exclusions

We will pay £20 per day, up to £300, for hiring

replacement winter sports equipment if yours
Section 17f Piste Closure
is lost, stolen, or damaged during your trip. What is covered:
We will pay £20 per day up to £200, if during your
trip you are prevented from participating in winter
Special condition relating to claims
sports activities at your pre-booked resort for more
You must provide us with receipts and than 24 consecutive hours, because insufficient
written confirmation of the original and the snow causes a total closure of the lift system:
replacement hire.
a) for all reasonable travel costs and lift pass
charges that you have to pay to travel to and
What is not covered: from a similar area to take part in your winter
1. the hire of any winter sports equipment to sport activity; or
replace any item lost or stolen if you did not b) as a cash benefit payable, if no alternative
report it to the Police within 24 hours after you resorts are available.
37
 Within this amount the following sub-limits apply:
Special conditions relating to claims
a) we will pay up to £500 for any one club or one
1. You must get a written statement from the piece of golf equipment, if you cannot provide
Resort Manager confirming the reason for the an original receipt or other satisfactory proof
lifts closing and how long it lasted. of ownership and value to support the claim,
2. The resort where you are staying must be payment for any single article, or for any one
at least 1,000 metres above sea level and pair or set of articles, this will be limited to a
outside the United Kingdom. maximum of £50, evidence of replacement value
is not sufficient.
b) we will pay up to £500 in total, for all articles
What is not covered: lost, damaged or stolen in any one insured
1. claims arising from closure of the resort lift system incident. If you cannot provide satisfactory proof
due to avalanches or dangerous high winds; of ownership and value.
2. trips in the northern hemisphere outside the c) the amount payable will be the value at today’s
period commencing 1st December and ending prices less a deduction for wear and tear and
31st March; depreciation, (calculated from the following
table). We may at our option replace, reinstate
3. trips in the southern hemisphere outside
or repair the lost or damaged golf equipment.
the period commencing 1st May and ending
30th September;
Age of item Amount payable
4. anything mentioned in the General Exclusions.
Up to 1 year old 90% of purchase price
Section 17g Avalanche or Landslide Up to 2 years old 70% of purchase price
Up to 3 years old 50% of purchase price
What is covered:
Up to 4 years old 30% of purchase price
We will pay up to £20 per day up to £160 for
Up to 5 years old 20% of purchase price
reasonable extra accommodation and travel expenses
if, following avalanches, or landslides, access to and Over 5 years old Nil
from the ski resort is blocked or scheduled public
transport services are cancelled or curtailed. What is not covered:
1. 
the excess;
Special conditions relating to claims 2. more than £500 per single article of golf
equipment;
You must obtain a written statement from the
appropriate authority confirming the reason 3. golf equipment which is over five years old;
for the delay and how long it lasted. 4. 
loss, theft of, or damage to, golf equipment
from checked-in baggage left in the custody of
a carrier and/or packed in baggage left in the
What is not covered: baggage hold or storage area of a carrier;
1. a
 nything mentioned in the General Exclusions. 5. c laims arising from delay, seizure, or
confiscation by customs or other officials;
Section 18 Optional Golf Cover 6. c laims for loss, theft or damage to anything
PLEASE NOTE: this section of cover can be included being shipped as freight or under a bill of lading;
in Comprehensive Cover policies only, subject to 7. damage to, loss or theft of golf equipment,
payment of the required additional premium, and if it has been left:
it is shown on your Validation Certificate. i) unattended in a place to which the public
have access; or
Definitions relating to words that appear in
Section 18. ii) in an unattended motor vehicle; or
iii) in the custody of a person who does
Golf equipment – Golf clubs, golf bag, golf shoes
not have an official responsibility for the
and non-motorised golf trolleys. safekeeping of the property;
8. damage to, loss or theft of golf equipment,
Section 18a Golf Equipment which is being carried on a vehicle roof rack;
What is covered: 9. 
any claim for damage to golf equipment whilst
We will pay up to £5,000 for accidental loss, theft in use;
of, or damage to golf equipment which you own. 10. claims arising from damage caused by leakage of
38
 powder or liquid carried within your golf equipment;
b) give formal written notice of the claim to
11. claims arising from loss or theft from your
the airline within the time limit contained
accommodation unless there is evidence of forced
entry which is confirmed by a Police Report. in their conditions of carriage (please
retain a copy).
12. loss or damage caused by wear and tear,
depreciation, deterioration, atmospheric or c) retain all travel tickets and tags for submission
climatic conditions, moth, vermin, any process if a claim is to be made under this policy.
of cleaning, repairing or restoring, mechanical 6. If your golf equipment is lost, you must
or electrical breakdown. provide receipts and a report from the
13. Anything mentioned in the General Exclusions. carrier confirming the length of the delay –
otherwise no payment will be made.
Section 18b Golf Equipment Hire 7. If claiming for your goods that were
What is covered: stolen, or lost you should produce proof
We will pay you the sum of £50 per complete of purchase of the original goods by way of
24 hours, up to a maximum of £500, for the receipts, credit card or bank statements –
hire of replacement golf equipment if your otherwise our liability shall be limited to £60.
own golf equipment is lost, stolen or damaged,
or it is certified by the carrier to have been lost
or misplaced on the outward journey of a trip What is not covered:
for a period in excess of 12 hours.
1. 
loss, theft of or damage to golf equipment
contained in or stolen from an unattended
vehicle:
Special conditions relating to claims
(applies to Sections 18a and 18b) a) overnight between 10pm and 8am (local
time); or
1. W
 ithin 24 hours of discovery of the incident
you must report the loss or theft of golf b) at any time between 8am and 10pm (local
equipment to the local Police and obtain time) unless it is in the locked boot which is
a written report which includes the Crime separate from the passenger compartment,
Reference Number. or for those vehicles without a separate boot,
locked in the vehicle and covered from view
2. We have the option to either pay you for and there is evidence of forcible and violent
the loss, or replace, reinstate or repair the entry to the vehicle confirmed by a Police
items concerned. Claims are not paid on a Report.
‘new for old’, or replacement cost basis. A
2. c laims arising from golf equipment left
deduction therefore will be made for wear
unattended in a place to which the general
and tear and depreciation.
public has access (e.g. on a golf course) or left
3. You must take suitable precautions to secure in the custody of anyone other than an insured
the safety of your golf equipment, and must person or your travelling companion.
not leave it unsecured, or unattended, or
3. 
loss or damage due to delay, confiscation
beyond your reach at any time in a place or detention by customs or other authority.
where the public have access.
4. 
loss or damage caused by wear and tear,
4. F
 or items damaged whilst on your trip, you must depreciation, deterioration, atmospheric or
bring them back with you or, obtain an official climatic conditions, moth, vermin, any process
report from a retailer or repairer confirming the of cleaning repairing or restoring, mechanical
item is damaged and beyond repair. or electrical breakdown.
5. If your golf equipment is lost, stolen or 5. c laims arising from damage caused by leakage
damaged while in the care of a carrier, of powder or liquid carried within personal
transport company, authority or hotel you effects or golf equipment.
must report to them, in writing, details of
6. c laims arising from loss or theft from your
the loss, theft or damage and obtain written
accommodation unless there is evidence of
confirmation. If your golf equipment is lost,
forced entry which is confirmed by a Police
stolen or damaged whilst in the care of an
Report.
airline you must:
7. c laims arising for loss, theft or damage of golf
a) obtain a Property Irregularity Report (PIR)
equipment carried on a vehicle roof rack.
from the airline.
8. 
anything mentioned in the General Exclusions.
39
Section 18c Non-refundable Golfing Fees
the Secretary/Manager of the club at which the
What is covered: hole-in-one has been scored;
We will pay £75 per complete 24 hours up to
3. T
 he golf course at which the hole-in-one
£1,500 for the proportionate value of any non-
refundable, pre-paid green fees, or tuition fees is scored must be affiliated to the golfing
unused due to the following: union of the country in which it is located;
a) you being unable to play golf due to your
accidental injury, or illness, or adverse
weather conditions causing the closure of
What is not covered:
the golf course; or 1. if the golf course is of fewer than 18 holes or if
b) loss or theft of your documentation which the hole at which the hole-in-one is scored is
prevents your participation in the pre-paid shorter than 90 metres (98 yards);
golfing activity. 2. if temporary greens and/or tee boxes are in use;
3. anything mentioned in the General Exclusions.

Special conditions relating to claims Section 19 European FCDO Travel Advice

You must report any loss or theft to the Extension
local Police in the country where the incident PLEASE NOTE: this section of cover will only apply
occurred within 24 hours of discovery or if you have paid the required additional premium
as soon as possible after that and obtain a and it is shown on your Validation Certificate.
written report of the loss, theft or attempted
theft of golfing documentation. A holiday Amendment to General Exclusion 25
representative’s report is not sufficient. We will agree to delete the reference to “all but
essential travel” from General Exclusion 25.
This allows you to still travel to destinations
What is not covered:
where the Foreign Commonwealth &
1. any claims arising directly or indirectly as a result Development Office (FCDO) have advised against
of any pre-existing medical conditions unless “all but essential travel”. However, you will not
you have declared all pre-existing medical be covered for any claim which relates to the
conditions to us and we have written to you reason why the Foreign Commonwealth &
accepting them for insurance; Development Office (FCDO) have advised against
2. claims arising directly from a medical condition all, or all but essential travel.
which is not substantiated by a report from the Additional policy exclusions and limits may still
treating doctor confirming your inability to play golf; apply to certain situations such as (but not limited
to) areas of war and civil unrest.
3. anything mentioned in the General Exclusions.

Section 18d Hole-in-one cover Extended Emergency Medical and

Repatriation cover
What is covered:
We will pay you £300 if you score a hole-in-one What is covered:
(gross) during your trip. Cover for Emergency Medical and Repatriation
Expenses shall apply as outlined within Section
3a of this policy, up to the amount shown in the
Special conditions relating to claims table of benefits for each insured person who
1. You must be a member of a recognised suffers sudden and unforeseen bodily injury,
golf club affiliated to a national golfing or illness, or who dies during a trip outside your
union and hold an official national golfing home country.
union handicap;
2. Y
 ou must have your scorecard signed by your
Extended Evacuation cover
playing partner(s) who must be members of a What is covered:
national golfing union, and countersigned by
If as a result of an identifiable event, which occurs
after you have commenced your insured trip, the
40
Foreign Commonwealth & Development Office identifiable event which causes the Travel
(FCDO) change their advice advising all travellers Advice Unit of the Foreign, Commonwealth
to return to the United Kingdom, we will pay & Development Office (FCDO) issuing the
you up to £1,000 for additional accommodation directive advising against “all travel”, or “all
(room only) and travel expenses necessarily but essential travel” With the exception of
incurred for either: Extended Emergency Medical and Repatriation
claims arising from you contracting COVID-19
a) up to the standard of your original booking, during an insured trip.
if you need to move to other accommodation
during the trip because you cannot use your 3. claims where you have travelled to a
booked accommodation; or destination where the Travel Advice Unit of the
Foreign, Commonwealth & Development Office
b) to repatriate you to your home if it becomes (FCDO) have issued a directive advising against
necessary to cut short the trip (must be “all travel” before you entered into that country
authorised by the Emergency Assistance Helpline); or specific area.
You can only claim under one of subsections a) or 4. claims for Extended Evacuation cover arising
b) for the same event, not both. directly or indirectly as a result of or related to any
coronavirus including but not limited COVID-19,
or any related/mutated form of the virus.
Special conditions relating to claims –
5. claims where you have remained in a
applicable to all sections: destination for a period of more than 72 hours
You must: after the Travel Advice Unit of the Foreign,
1. notify the travel agent, tour operator, provider Commonwealth & Development Office (FCDO)
of transport or accommodation as soon as have issued a directive advising all travellers to
you find out it is necessary to alter your trip to leave a country or specific area, or have advised
revalidate (change) your tickets or pre-booked travellers to return to the United Kingdom.
accommodation. If you fail to do this, our 6. claims arising directly or indirectly from (but
liability shall be restricted to the costs which not limited to) strike or industrial action,
we would have incurred had you contacted cancellation of public transport, a directive
them at that time. prohibiting all travel or all but essential travel,
2. provide (at your own expense) written Terrorist event, fire, flood, earthquake,
confirmation from the provider of the explosion, tsunami, landslide, avalanche,
accommodation (or their administrators), the volcanic eruption, snow, hurricane, storm,
local Police, or relevant authority that you an outbreak of food poisoning affecting the
could not use your accommodation and the country or specific area or event to which you
reason for this. were travelling to or through or any other
event existing or being publicly announced by
3. tell the Emergency Assistance Helpline as the date you purchased, renewed or extended
soon as possible of any circumstances making this insurance, booked or commenced any trip,
it necessary for you to return home and whichever is later.
before any arrangements are made for your
repatriation. 7. any costs incurred by you which are
recoverable from the providers of the
4. provide (at your own expense) written accommodation (or their administrators) or for
confirmation from the scheduled public which you receive or are expected to receive
transport operator/accommodation provider compensation or reimbursement.
that your booking cannot be revalidated
(changed) and that reimbursement has not 8. any costs incurred by you which are
been and will not be provided. recoverable from the public transport
operator or for which you receive or are
5. provide (at your own expense) written expected to receive compensation, damages,
confirmation from the relevant authority, refund of tickets, meals, refreshments,
details of any insured event that requires you accommodation, transfers, communication
to alter your pre-booked travel plans. facilities or other assistance.

What is not covered – applicable to all sections: 9. any accommodation costs, charges and
expenses where the public transport operator
1. the excess. has offered reasonable alternative travel
2. claims directly or indirectly as a result of the arrangements.
41
10. any costs for normal day to day living such as whether a change is important, you should
food and drink which you would have expected contact Staysure Customer Services.
to pay during your trip. 4. 
This policy is a legal contract based on the
11. anything mentioned in the General Exclusions. information you supplied when you applied for,
renewed, or amended this insurance. We rely on
Claims evidence that information when we decide what cover to
We will require (at your own expense) the provide and how much you will pay. Therefore it is
following evidence where relevant: essential that you have answered our questions
fully and accurately. Failure to provide full and
1. a copy of the travel advice issued by the accurate disclosure may affect your claim.
Foreign, Commonwealth & Development
5. You must exercise reasonable care for the
Office (FCDO).
supervision and safety of both you and your
2. booking confirmation together with a property. You must take all reasonable steps to
cancellation invoice from your travel agent, avoid, or minimise any claim. You must act as if
tour operator or provider of transport/ you are not insured.
accommodation.
6. 
We will make every effort to apply the full range
3. your unused travel tickets. of services in all circumstances dictated by the
4. written confirmation from the scheduled public Terms and Conditions. Remote geographical
transport operator (or their handling agents) of locations, or unforeseeable adverse local
details of any alternative transport offered. conditions may preclude the normal standard
5. written confirmation from the company of service being provided.
providing the accommodation (or their 7. You must comply in full with the Terms and
administrators), the local Police or relevant Conditions of this policy before a claim will be paid.
authority that you could not use your 8. You must contact Staysure Assistance as soon
accommodation and the reason for this. as possible where your claim is more than £350.
You must make no admission of liability, offer,
6. receipts or bills for any transport,
promise or payment without our prior consent.
accommodation or other costs, charges or
expenses claimed for. 9. 
We are entitled to take over the defence, or
settlement of any claim, recover expenses or
General Conditions – applying to all sections compensation from any other third parties
involved at any time, or take legal action in your
1. You will not be covered under Sections 1, 2 and
name or in the name of anyone else claiming
3, unless you have made your medical health
under this policy.
declaration(s) for the period for which your
insurance is required, and you have declared ALL 10. We may, at any time, pay to you our full
pre-existing medical conditions to us and we liability under this policy after which no further
have written to you accepting them for insurance. liability shall attach to us in any respect, or as a
consequence of such action.
2. 
Any medical information supplied in your medical
health declaration will be treated in the strictest 11. You will co-operate fully with us in any recovery
confidence, will be used solely for our own attempt we make to recover sums that we have
internal purposes for the assessment of risk and paid out under the terms of the policy. We will
for any claims. It will not be disclosed to anyone pay all costs associated with the recovery of
else without your specific approval. We shall our outlay. You agree not to take any action
not refuse cover unless, in our opinion, the risk that may prejudice our recovery rights and will
associated with the particular person travelling is advise us if you instigate proceedings to recover
substantially greater than that represented by the compensation arising from any incident which has
average healthy traveller. The cost of any medical led to a successful claim against this policy. The
evidence produced in connection with a medical sums we have paid out under the terms of the
health declaration shall be borne by you. policy will be reimbursed from any recovery made.
3. 
It is your responsibility to ensure you have told 12. You must take all practicable steps to recover
us about any change in your health, or medical any article lost or stolen and to identify and
status before you depart on each trip and ensure the prosecution of the guilty person(s).
throughout the period of cover. Any change We may at any time and at our expense take
must be accepted in writing by us before cover such action as we deem fit to recover the
will be continued. If you are in doubt as to property lost or stated to be lost.
42
13. In the event of a valid claim you shall allow us Accident claims which we will pay in full. Under
the use of any relevant travel documents you no circumstances shall you benefit from double
are not able to use because of the claim. payment (dual insurance) under the terms of any
14. You must notify us in writing of any event of your insurance policies. In the event that you
which may lead to a claim, within 28 days of have received payment to which you were not
your return to your home: entitled under this policy we have the right to
recover the value of the overpayment from you.
• you must complete a claim form
substantiating your claim, together with 23. it is a condition of this insurance policy that you
(at your own expense) all certificates, make full use of any available reciprocal health
information, evidence and receipts that we agreement before cover shall apply under
reasonably require. Section 3 – Emergency Medical and Repatriation.
• as often as we require you shall submit to a
medical examination at our expense. General Exclusions – applying to all sections
• we may request a post mortem examination No section of this policy shall apply in respect of:
to be carried out for an insured person at our 1. Claims arising as a result of the following:
expense. a) If you or any other insured person covered
15. This policy shall become void and the premium by this policy have suffered from, or received
paid shall be forfeited if any fraudulent claim any form of medical advice, treatment,
is made. Any benefits so claimed and received or medication for any of the following
must also be repaid to us. conditions before purchasing your policy,
16. If any dispute arises as to the policy unless the condition has been declared to us
interpretation, or as to any rights or obligations and accepted by us in writing:
under this policy, we offer you the option of i. any heart condition (for example, heart
resolving this by using the arbitration procedure attack, angina, chest pains or ischemic heart
we have arranged. Please see the details shown disease); or
under the Complaints Section. Using this service ii a
 ny circulatory condition (for example, high
will not affect your legal rights.
or low blood pressure, raised cholesterol,
17. You will be required to repay to us, within blood clots, aneurysm, stroke, transient
one month of our request to you, any costs ischaemic attack, or brain haemorrhage); or
or expenses we have paid on your behalf
b) If you, or anyone insured on this policy have
which are not covered under the Terms and
suffered from any of the following in the 2
Conditions of this policy.
years before purchasing your policy, unless
18. This policy is subject to the laws of England you have made a declaration to us and we
and Wales unless we agree otherwise. The have agreed to provide cover in writing:
Courts of England and Wales alone shall have
i. you have a medical condition for which you
jurisdiction in any disputes.
have been prescribed medication; or
19.  When engaging in any covered sport or
ii. you have received treatment, investigative
holiday activity you must accept and follow the
tests, or had a consultation with a doctor,
supervision and tuition of experts qualified
or a hospital consultant.
in the pursuit or activity in question, and
you must use all appropriate precautions, iii. any respiratory condition (for example, chronic
equipment and protection. asthma, chronic obstructive pulmonary
20.  At all times you must satisfy yourself that you are disease (COPD) or chronic bronchitis).
capable of safely undertaking the planned sport c) If after you have purchased your policy but
or activity and you must take care to avoid injury, before you book a trip, you or any other
accident or loss to yourself and to others. insured person covered by this policy suffer
21.  We will not pay for any costs which are from any new medical condition and you
recoverable elsewhere. have not informed us of the new condition
when we asked.
22.  You must disclose details of any other insurance
policy held. If you fail to do so this may result d) You travelling with the intention of receiving
in your claim not being paid. Each insurance medical treatment abroad.
company will contribute a proportion of the e) You, a close relative, a travelling companion,
full amount of your claim payment (providing or any person with whom you had arranged
your claim is valid), except for valid Personal to stay with:
43
 i. are receiving, or waiting for hospital 10. Costs of telephone calls or faxes, meals, taxi
investigation, or treatment for any fares (with the sole exception of the taxi costs
undiagnosed condition, or set of symptoms incurred for the initial journey to a hospital
at the time of purchasing your policy and/or abroad due to an insured person’s illness
at the time of commencing travel; or or injury), interpreters’ fees, inconvenience,
distress, loss of earnings, loss of enjoyment
ii. are receiving medical treatment under a
of holiday, time-share maintenance fees,
medical trial; or
holiday property bonds or points and any
iii. have been given a terminal prognosis at additional travel or accommodation costs
the time of purchasing your policy and/or unless pre-authorised by us.
before commencing travel. 11. Any deliberately careless or deliberately
2. 
Any claim that relates to a diagnosed negligent act or omission by you.
psychiatric, or psychological disorder, anxiety 12. Any claim arising or resulting from your own
or depression which you or any person illegal or criminal act.
upon whose well-being your trip depends,
13. Any claim arising directly or indirectly from your
have suffered from, required treatment, or
drug addiction or solvent abuse, alcohol intake,
prescribed medication in the two years before
or you being under the influence of drug(s).
purchasing your policy, unless the condition
has been declared to us and accepted by us in 14. A
 ny claim arising or resulting directly or
writing. indirectly from your suicide, attempted suicide,
intentional self-injury, needless self-exposure
3. 
Any person who has reached the age of 76 to danger except in an endeavour to save
years at the start of the period of cover for human life, or fighting except in self-defence.
long stay policies.
15. You engaging in work/manual work, whether
4. 
Any claim arising from a cruise holiday, or not in conjunction with any profession,
where “Cruise: Not covered” is shown on your business or trade during the trip.
Validation Certificate and where any required 16. You engaging in any sports and activities or
additional premium has not been paid. winter sports where you have not selected
5. Any claim for any person participating in winter the optional cover and the premium required
sports who has not purchased winter sports has not been paid, or where such activity is not
cover. (Cover is provided automatically on listed as covered in this policy.
Annual Multi-trip policies). 17. Participation in any racing (other than on foot),
6. 
Claims following your failure to provide us or organised competition involving any sports
with full and accurate information in response and activities or winter sports.
to our questions, or your failure to meet any 18. Loss, damage, cost or expense of whatever
Terms and Conditions of the policy. nature directly or indirectly caused by,
7. 
Loss, damage or expense which at the time of resulting from or in connection with any of
happening is insured by, or would, but for the the following regardless of any other cause or
existence of this policy, be covered by any other event contributing concurrently or in any other
existing guarantee, insurance, compensation sequence in the loss:
scheme or any motoring organisation’s service. a) Active participation.
If you have any other policy in force, which may b) War and civil unrest including any action
cover the event for which you are claiming, you taken in controlling, preventing, suppressing
must tell us. This exclusion shall not apply to or in any way relating to war and civil
Personal Accident cover. unrest, unless you are in an area subject
8. 
Any costs which would have been payable if to war and civil unrest at the outbreak of
the event being the subject of a claim had not hostilities, in which case you will be covered
occurred (for example, the cost of meals which for a maximum period of 72 hours from the
you would have paid for in any case). outbreak of hostilities provided that you take
the first reasonable opportunity to leave the
9. We will not pay for any losses which are not area. If you fail to take such an opportunity
directly covered by the Terms and Conditions all cover under this policy will end.
of this policy. Examples of losses we will not
c) N
 uclear energy, including nuclear reactions,
pay for include loss of earnings due to being
radiation and contamination.
unable to return to work following injury or
illness happening while on a trip and replacing d) Weapons of Mass Destruction.
locks if you lose your keys. e) Cyber-terrorism.
44
19. Any claim when you have not paid the Accepted activities
required premium for the number of days Aerobics, Archery*, Badminton, Banana boat
comprising your planned trip. If you travel for rides, Baseball, Basketball, Beach cricket, BMX
more than the number of days for which you
(only if wearing a helmet), Boogie Boarding, Bowls
have paid for cover, you will not be covered
(including competitions), Boxing Training*, Camel/
after the last day for which you have paid.
elephant riding/trekking*, Canoeing/kayaking*
20. Loss, or damages of any kind arising from the (only if wearing a life-jacket and helmet and only
provision of, or any delay in providing, the on inland and coastal waters – not white water),
services to which this policy relates, unless Catamaran sailing, Clay Shooting*,Cricket, Croquet,
negligence on our part can be demonstrated. Curling, Cycling (only if wearing a helmet, not
21. Any loss or damage directly or indirectly mountain biking), Dog sledging* (when driven by
caused by the provision of, or any delay in an experienced driver provided by the organiser
providing, the medical (or medical related) only), Dinghy sailing*(only if wearing a life-jacket
services to which the cover under this policy and only inside territorial waters), Falconry*, Fell
relates, whether provided by us or by anybody walking (no climbing), Fencing*, Field hockey*,
else (whether or not recommended by us and/ Fishing*, Football*, Gaelic Football*, Glacier Walking
or acting on our behalf) unless negligence on (with a guide), Golf, Go-Karting (only if wearing a
our part can be demonstrated. helmet)*, Hiking (under 2,500 metres altitude),
22. Any expenses incurred as a result of any Horse riding* (only if wearing a riding hat and
transmittable virus, illness, disease, including no cover for polo, hunting or jumping), Hot air
COVID-19, or any related/mutated form of the ballooning* (as a fare paying passenger in a
virus, or tropical disease where you have not licensed aircraft), Ice skating, Jet skiing*, Jogging,
had the recommended inoculations and/or Motor cycling as a passenger or rider* (only if
taken the recommended medication. wearing a helmet, the motorcycle is under 125cc
23. Arising from you acting against the advice of and the rider holds a valid motorcycle licence),
a doctor. Mountain biking* (only if wearing a helmet),
Netball, Orienteering (no climbing), Parascending*
24. For any search and rescue costs.
(over water), Pilates, Rambling (under 2,500
25. Your travel to a country or specific area or metres altitude), Ringos, Roller blading/line
event to which the Foreign, Commonwealth skating, Roller hockey/street hockey* (only if
& Development Office (FCDO), or the World Health wearing pads and a helmet), Rounders, Rowing,
Organisation (WHO), or similar governing body Running (not long distance), Safari (organised in
have advised against all, or all but essential travel. the UK), Scuba diving** (conditions apply, please
26. Arising from volcanic ash clouds (unless the see Scuba diving conditions), Segwaying*, Skate
additional premium for cover under Section boarding, Snorkelling, Softball, Squash, Surfing,
14 (Travel Disruption) has been paid). Swimming, Swimming with dolphins (as part of a
27. Claims arising from actual or planned strike supervised activity), Table-tennis, Tennis, Ten pin
or industrial action which was common bowling, Tree top walking* (as part of a supervised
knowledge at the time you booked the trip or activity), Trekking (under 2,500 metres altitude),
purchased cover (if later); Volleyball, Walking, Wake boarding*, Water polo,
Water skiing*, White/black water rafting Grades
28. Withdrawal from service of the aircraft, sea
1 to 4* (only if wearing a life-jacket and helmet),
vessel, coach or train on which you are booked
Windsurfing, Yachting/crewing* (only if wearing a
to travel, by order or recommendation of the
life-jacket and only inside territorial waters), Yoga,
regulatory authority in any country.
Zorbing/hydrozorbing*.
29. Claims arising from, or related to any coronavirus
including but not limited COVID-19, or any Activities above that are marked with a single *
related/mutated form of the virus unless will exclude all cover under the Personal Accident
specifically listed as covered by this policy; and Personal Liability sections of this policy. This
policy specifically excludes participating in, or
30. Claims arising from any epidemic, or pandemic practising any of the following activities;
as declared by the World Health Organisation.
Excluded activities
Sports & Activities Abseiling, American football, Animal conservation/
This policy will cover you when participating in any game reserve work, Base jumping, Big game hunting,
of the following activities on a non-professional, BMX stunt riding, Bouldering, Boxing, Bungee
non-competitive basis; jumping, Canoeing/kayaking (white water), Canyoning,
45
Caving/pot holing, Coasteering, Cross-channel Travel claims
swimming, Cycle racing and time-trialling, Free/high
If you need to make any kind of non-emergency
diving, Gliding, Hang gliding, Hiking (above 2,500
claim, please call the Claims team on 01403 288 410,
metres altitude), Horse jumping/ hunting, Judo/karate/
or +44 1403 288 410 if you are abroad.
martial arts, Kite surfing, Lacrosse, Micro-lighting,
Motor cycling as a passenger or rider (unless wearing You can also register your claim online by visiting
a helmet, the motorcycle is under 125cc and the rider the following website: www.staysure.co.uk/claims.
holds a valid motorcycle licence), Mountaineering, Please have your insurance policy number to
Organised competitive team sports, Parachuting, hand, and have ready any documents you may
Paragliding, Parascending (over land), Polo, have that could be relevant to your claim for cover
Professional sport, Quad biking, Rock climbing, Rugby, as detailed under Sections 1 to 19 (for example
Sailing (outside territorial waters), Scuba diving (to a Medical Certificates, travel tickets, boarding
depth below 30 metres), Shark feeding/cage diving, passes, letters from authorities/ public transport
Sky diving, Tombstoning, Track days using motorised providers/airlines, depending on which section of
vehicles (except Go-karting), Trekking (above 2,500 cover you are claiming for).
metres altitude), Water ski jumping, Weightlifting,
If you do not have any documents with you, your
White/black water rafting (Grade 5 to 6), Wrestling,
claim might be delayed; please ask the operator
Yachting (crewing) – outside territorial waters.
for assistance. You may need to get additional
If you are undertaking a sport, or activity which information about your claim while you are away.
is not listed, or are in any doubt as to whether You may also be asked to send us additional
cover will apply, please call Customer Services. information and documentation (we will give you
advice if this becomes necessary). The nature of
Scuba diving conditions** the documentation we need may include hotel
Qualified divers, diving with a qualified dive- bills, hospital bills, pharmacy receipts and/or
buddy and in accordance with the guidelines taxi receipts and will depend on your individual
of the relevant diving organisation with which circumstances and the type of claim you are
you are qualified will be covered as follows: making. Please read the General Conditions of this
policy document and the relevant sections of your
Qualification Maximum depth policy for more information.
PADI Open Water 18 metres All information, evidence, details of household
insurance and Medical Certificates as required by
BSAC Ocean Diver 20 metres us must be sent at your own expense. We reserve
BSAC Sports Diver, 30 metres the right to require you to undergo an independent
BSAC Dive Leader & PADI medical examination at our expense. We may
Advanced Open Water
also request, and will pay for, a post-mortem
examination in the event of your death.
Other qualifications may be accepted but
You must retain any property which is damaged,
must be declared to us prior to travel.
and, if requested, send it to us at your own
If you do not hold a diving qualification, we expense. If we pay a claim for the full value of the
will only cover you to dive to a maximum property and it is subsequently recovered or there
depth of 18 metres when accompanied by is any salvage then it will become our property.
and under the direction of a qualified diving We may also pursue any claim to recover any
instructor as part of an accredited course. amount due from a third party in the name of
anyone claiming under this policy. We may refuse
You will not be covered under this policy if you to reimburse you for any expenses for which you
travel by air within 24 hours of participating in cannot provide receipts or bills.
scuba diving.
Claims Procedure for Section 9:
Making a claim
To make a claim under this section of your policy
If you have a medical emergency, need to please write to:
cut short your trip or require the Personal
Assistance Services while you are travelling, DAS Legal Expenses Insurance Company Ltd,
please call Staysure Assistance on + 44 1403 288 DAS House, Quay Side,
414 or +1 844 780 0639 when calling from within Temple Back,
the USA and Canada. The Emergency Assistance Bristol BS1 6NH
Line is open 24 hours a day, 365 days a year. Or telephone: 0117 934 0548
46
Claims Procedure for Section 13: Please Note
International Passenger Protection (IPP) claims Should there be any contradiction between
only. Any occurrence which may give rise to a the General Conditions and the Specific Policy
claim should be advised as soon as reasonably Conditions relating to each Section of Insurance,
practicable to the following by quoting your the Specific Policy Conditions shall take
Policy Number, Travel Insurance Policy Name and precedence over the General Conditions. The
reference ESFI V2-20: General Conditions set out the circumstances
IPP Claims at Sedgwick for which you can make a claim and the benefits
Oakleigh House you can expect if you make a claim. Any breach
14-15 Park Place of the General Conditions may mean that your
Cardiff claim is invalidated.
CF10 3DQ
United Kingdom EU Travel Regulations
Telephone: +44 (0)345 266 1872 Travel delays
Email: Insolvency-claims@ipplondon.co.uk This policy is not designed to cover costs which
Website: www.ipplondon.co.uk/claims.asp are met under the EC Regulation No. 261/2004.
Under EC Regulation No. 261/2004, if you have a
Subrogation confirmed reservation on a flight, and that flight is
We are entitled to take over any rights in the delayed by between 2 and 4 hours (length of time
defence or settlement of any claim and to take depends on the length of your flight) the airline
proceedings in your name for our benefit against must offer you meals, refreshments and hotel
any other party. accommodation.
If the delay is more than 5 hours, the airline must
Fraud offer to refund your ticket. The Regulations should
You must not act in a fraudulent manner. We shall apply to all flights, whether budget, chartered or
not pay a claim if you or anyone acting for you: scheduled, originating in the EU, or flying into the
EU using an EU carrier. If your flight is delayed or
• Makes a claim under the policy, or makes a
cancelled, you must in the first instance approach
statement, or provides a supporting document
your airline and clarify with them what costs
in support of a claim, knowing the claim to
they will pay under the Regulation. If you would
be false, or fraudulently exaggerated in any
like to know more about your rights under this
respect; or
Regulation, additional useful information can
•  Makes a claim in respect of any loss or be found on the Civil Aviation Authority website
damage caused by your wilful act or with your (www.caa.co.uk).
connivance. Then:
- We shall not pay any claim which has been, Claims for Personal Baggage
or will be made under the policy.
We will pay claims for personal baggage based
- We may at our option declare the policy void.
on the value of the goods at the time you lost
- We shall be entitled to recover from you the
them, and not on a new for old or replacement
amount of any claim already paid under the policy
cost basis. If your personal baggage is delayed,
- We shall not return any of the premium paid lost, stolen or damaged whilst in the care of
- We may inform the Police of the your airline, you must in the first instance
circumstances. approach your airline and clarify with them
what compensation they will pay. If you would
Disclosure of Information like to know more about claiming directly from
In the unfortunate event that you need to make a your airline, additional useful information can
claim, we may need to disclose information to any be found on the Civil Aviation Authority website
other party involved in the claim. This may include: (www.caa.co.uk).
• Third parties involved with the claim, their
Insurer, solicitor or representative. Complaints
•  Medical teams, the Police or other investigators. We will do everything possible to ensure that you
•  Our claims handlers or other agents involved receive a high standard of service. If you are not
in dealing with your claim. satisfied with the service received:
47
Complaints related to your policy: Cancellation provisions
Please forward details of your complaint to: Your right to cancel the policy
Complaints Team, Date of effect of cancellation made by you
Staysure,
If you ask us to cancel your policy in writing or
Britannia House, by telephone, such cancellation shall take effect
3-5 Rushmills Business Park, on the date the notice is received, or on the date
Bedford Road, specified in the notice, whichever is later.
Northampton NN4 7YB
You have the right to cancel your policy within
Email: complaints@staysure.co.uk 14 days of the date of issue or receipt of your
Telephone: 0333 006 8033 documents, whichever is later. We will only refund
to you any premium you have paid, less any fees
Complaints related to your claim: and charges if you have not travelled, or have
For all Sections except 9 and 13 – please forward made, or intend to make a claim.
details of your complaint to: If the notice of cancellation is received outside
The Managing Director the 14 day cooling off period no premium will be
ERGO Travel Insurance Services Limited, refunded, however discretion may be exercised in
Afon House, exceptional circumstances such as bereavement
Worthing Road, or a change to the policy resulting in us declining
Horsham, to cover your medical conditions.
West Sussex RH12 1TL
Cancellation by us
Email: contact@ergo-travel.co.uk
We may give you 14 days’ notice of cancellation
If you wish to complain under Section 9 Legal of this policy by a Recorded Delivery letter to
Costs and Expenses – please forward details of you at your last known address. We will refund
your complaint to: you the proportionate amount of premium
The Managing Director left on your policy. If the insured person has
passed away, the entitled premium refund will
DAS Legal Expenses Insurance Company Limited,
be paid to the estate. In all cases, if an incident
DAS House,
has arisen during the period of cover which
Quay Side,
has or will give rise to a claim, then no refund
Temple Back,
will be made.
Bristol BS1 6NH
If you have a complaint under End Supplier Effective time of expiry
Failure, please see Section 13 for details. This policy shall cease at 00.01 hours Greenwich
Please ensure your policy number is quoted in Mean Time on the day following the last day of
all correspondence to assist a quick and efficient the period of cover for which the premium has
response. We will contact you as soon as possible been paid.
after receiving your complaint to inform you of
what action we are taking. We will arrange to issue Financial Services Compensation
a final response within 40 working days. If you are Scheme (FSCS)
still not satisfied with the way in which we have
Great Lakes Insurance SE are covered by the
handled the complaint then you may refer the
Financial Services Compensation Scheme (FSCS)
matter to the Financial Ombudsman Service and and you may be entitled to compensation from
have 6 months in which to do so: the scheme if we cannot meet our obligations.
The Financial Ombudsman Service Further information about compensation scheme
Exchange Tower, arrangements are available from the FSCS.
Harbour Exchange Square,
London E14 9SR Data Protection Act 2018
Tel: 0800 0234 567 Privacy Policy
If you refer a complaint to the Financial How we use the information about you
Ombudsman Service, you are not bound by their As an insurer and data controller, we collect and
decision and your legal rights to take subsequent process information about you so that we can
action against us are not affected. provide you with the products and services you have
48
requested. This will be your name, age, address, we hold about you. If you would like a copy of the
health information, travel dates, destination, and information we hold about you please contact us
other information which is necessary for us to: by email or letter as shown below:
• meet our contractual obligations to you; Enquiries in relation to data held by Staysure
• issue and administer this insurance policy should be directed to:
including payments and other transactions
Data Protection Officer
• service your policy (including claims and Staysure,
assistance); and Britannia House,
• detect, investigate and prevent activities which 3-5 Rushmills Business Park,
may be illegal, or could result in your policy Bedford Road,
being cancelled, or voided. Northampton NN4 7YB
We process the above data for the ‘performance Email: dataprotectionofficer@staysure.co.uk
of contract’, or ‘legitimate interest’, and we process
Those in relation to data held by ERGO Travel
information about medical conditions, or health
Insurance should be directed to:
on the basis of ‘substantial public interest’.
Data Protection Officer,
We may share information with trusted third
ERGO Travel Insurance Services Limited,
parties in order to administer your policy and
Afon House,
deal with any claims. These include TICORP Worthing Road,
Limited and Howserv Limited, contractors, Horsham,
investigators and claims management West Sussex RH12 1TL
organisations where they provide administration United Kingdom
and management support on our behalf. Some
Email: dataprotectionofficer@ergo-travel.co.uk
of these companies are based outside of the
European Union where different data privacy Those in relation to data held by DAS
laws apply. We have strict contractual terms in should be directed to:
place, including the model legal terms defined Data Protection Officer,
by the European Union to make sure that your DAS Legal Expenses Insurance Company Limited,
information remains secure. DAS House,
We will not share your information with anyone Quay Side,
else unless we are required by our regulators, or Temple Back,
other authorities. Bristol BS1 6NH
Those in relation to data held by IPP
Special Categories of Personal Data should be directed to:
Some of the personal data you provide to us Data Protection Officer,
may be more sensitive in nature and is treated International Passenger Protection Limited,
as a Special Category of personal data. This could IPP House,
be information relating to health or criminal 22-26 Station Road,
convictions, and may be required by us for the West Wickham,
specific purposes of underwriting or as part Kent BR4 0PR
of the claims handling process. The provision
of such data is conditional for us to be able to
provide insurance or manage a claim. Such data
will only be used for the specific purposes as set
out in this notice.

How we store and protect information

Information collected by us is securely stored on
servers located either in the United Kingdom,
or European Union. We keep and process
this information to meet our contractual, and
regulatory obligations, or to deal with requests
from other authorities. You have the right to
request a copy of, or correct the information that
49
Notes
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50
Travel Insurance Important Numbers
Customer Services Team
If you have a query or need to amend your policy 0333 006 8033
in any way
Or if calling from outside the UK +44 1604 210 845

Sales Team
If you have a Single Trip policy and you would like 0800 033 4166
another policy
Or if calling from outside the UK +44 1604 552 860

Renewal Team
If you have an Annual Multi-Trip policy and you , 0800 652 2044
would like to renew you only need to call if you are
not in our auto-renewal program
Or if calling from outside the UK +44 1604 552 860

Compensation Scheme
Howserv Limited, Great Lakes Insurance SE, DAS and IPP
are covered by the Financial Services Compensation
Scheme (FSCS). You may be entitled to compensation
from the scheme, if we cannot meet our obligations.
This depends on the type of business and the
circumstances of the claim. Most insurance contracts are
covered for 90% of the claim with no upper limit. You
can get more information about compensation scheme
arrangements from the FSCS or visit www.fscs.org.uk

Staysure is a trading name of TICORP Limited. Staysure travel insurance is arranged by TICORP Limited which is registered in Gibraltar company number 111526.
Registered office: First Floor, Grand Ocean Plaza, Ocean Village, Gibraltar. TICORP Limited is licensed and regulated by the Gibraltar Financial Services Commission
number FSC1238B and trades into the UK on a freedom of services basis, FCA FRN 663617. Staysure travel insurance is administered by Howserv Limited which is
registered in England and Wales number 03882026. Registered office: Staysure, Britannia House, 3-5 Rushmills Business Park, Bedford Road, Northampton, NN4 7YB.
Howserv Limited is authorised and regulated by the Financial Conduct Authority FRN 599282

Staysure Travel Insurance PD APR21 V7 51

The UK’s Best Travel
Insurance Provider *

We’re here to help!

In an emergency, first check that the circumstances are covered by this
policy. Having done this, telephone Staysure Assistance stating your name
and policy number on the number(s) below:

24 hour Medical Emergency Support

If you require medical assistance Or if calling from within the

whilst on holiday USA and Canada

+44 1403 288 414 +1 844 780 0639**

Non-emergency Claims
If you need to make a non-emergency claim, please call the relevant claims number:

All claims (excluding the below) 01403 288 410

or visit staysure.co.uk/claims

End Supplier Failure Claims 0345 266 1872

Legal Costs and Expenses 0117 934 0548

To ensure we are consistent in providing our customers with quality service, we may record
your telephone call.

If you need to make a claim – please see page 46 for our claims procedures. If you
are claiming for anything not mentioned within this policy wording booklet – please
visit staysure.co.uk/claims

Worth doing right

*Voted Best Travel Insurance Provider at The British Travel Awards 2019. **Call charges apply when calling from a mobile.