What is Travel Insurance?
Travel Insurance is designed to protect aspects of your health, belongings and your investment in your trip.
Are there any exclusions or limitations to the policy?
Yes. This travel insurance does not cover pre-existing medical conditions (A pre-existing medical condition is a medical condition or any illness related to a medical condition which you or your companions knew about when purchasing this insurance) and excludes comparatively high-risk activities. For a complete listing of exclusions and limitations, please refer to the General conditions and General exclusions as shown on pages 16 to 18 of the Policy Document along with the exclusions and conditions which apply to the sections of insurance as shown on pages 19 to 34.
Do I need to carry my policy with me when travelling?
To take advantage of 24-hour emergency assistance, all you need is your policy number and the 24-hour medical emergency number. Although you do not need to carry proof of coverage for coverage to be in effect, some foreign medical providers may wish to see documentation.
I'm going Scuba Diving, am I covered?
Yes, this policy will cover you for scuba diving up to depths of 30 metres. You must dive under the direction of an accredited dive marshal, instructor or guide and you must keep within the guidelines of the relevant diving or training agency or organisation.
How do you define a family?
A family is defined as an individual and his or her partner (provided they have lived together for 6 months or more) and up to 4 of their dependent children who are aged under 18 at the date you buy this policy (or aged under 23 if they are still in full time education).
If I buy a family policy can my wife travel alone?
Unlike many multi-trip policies, this Annual Frequent Traveller policy does provide cover for insured Adults travelling independently. Children however cannot travel on their own.
How do you define a partner?
A partner is considered a person who you have lived with for 6 months or more who is either your husband or wife, common law husband or wife, civil partner, fiancé, fiancée, boyfriend or girlfriend.
Where can I obtain a copy of the Description of Coverage?
This website will link you to the Policy Document. Although you do not have to carry a copy of the Policy Document in order for coverage to be in effect, it is suggested that you do so for handy reference.
When does my coverage begin? When does it end?
The Trip Cancellation protection will become effective immediately upon purchasing your insurance. The remaining coverage and services provided will take effect when you leave your home for this trip. All coverage and services will terminate when you return to the United Kingdom or Channel Islands or at the end of the period shown on your policy, whichever is earlier.
Can I cancel my trip for any reason and get all my money back?
No. You may receive a reimbursement if you cancel for a covered reason as outlined in the Policy Document. Covered reasons include, but are not limited to, such unforeseen emergencies as illness, injury or death of you, your travelling companion and/or an immediate family member. Pre-existing conditions are not covered.
What if I change my mind after I purchase this Travel Insurance?
If this insurance does not meet your needs, we will refund your money as long as you email directtravelservice@travelguard.com within 14 days of the cover starting or the day on which you receive the Policy documents, whichever is the later. We will refund your premium within 30 days from the date we receive notice of the cancellation, unless a claim has been made by you within the 14 days that results in the policy being terminated. We will only refund your money as long as you have not travelled or made a claim.
Are there any countries excluded under my insurance?
Yes, your policy does not cover any trip in, to or through the following countries: Afghanistan, Cuba, Liberia or Sudan. No cover is provided for claims resulting in you travelling to a specific country or to an area where the Foreign and Commonwealth Office have advised against all essential travel.
Your right to complain
Every effort is made to ensure you receive a high standard of service. If you are not satisfied with the service you have received, please contact:
In relation to sales and administration matters:
The Customer Services Manager,
Travel Insurance provided by Chartis Direct,
PO Box 2157,
Shoreham by Sea, BN43 9DH
Phone: 0845 677 0095
E-mail: directtravelservice@travelguard.com
In relation to claims matters:
The Customer Care Manager,
Travel Claims Department provided by Chartis Direct,
PO Box 2157,
Shoreham by Sea, BN43 9DH
Phone: 0845 603 4097
E-mail: travelclaims@chartisinsurance.com
To help us to deal with your comments quickly, please quote your policy schedule/ claim number and the policyholder/insured person's name.
If you are still not satisfied with the outcome of your complaint, you may
be entitled to refer the matter to the Financial Ombudsman Service:
The Financial Ombudsman Service,
South Quay Plaza, 183 Marsh Wall,
London, E14 9SR
