FAQs

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FREQUENTLY ASKED QUESTIONS

We’ve put together some commonly asked questions to give you more information about
Travel Plus Insurance and the cover we offer. If you have a question that is not answered below please use the contact us page.

Single Trip

Who is eligible for Travel Plus?
Travel Plus is available to UK residents who, at the time of buying their policy, have their main home in the UK and have lived in the UK for at least 6 months or holds a valid British residency permit or visa or are a British member of Her Majesty’s Armed Forces stationed overseas and is registered with a UK medical practitioner and is liable to pay taxes in England, Scotland, Wales or Northern Ireland.

You must also have been in the UK for a minimum of 6 months in the year prior to purchasing your insurance policy and you are in your home area at the time of purchasing this policy. Any trip that has begun when you purchase this insurance will not be covered.

Note: UK is defined as: Scotland, England, Wales, Northern Ireland, The Channel Islands and the Isle of Man.

Is there an age limit?
You must be;
65 years or under on the date cover commences for Essential cover, or 75 years or under on the date cover commences for either Premier or Premier Plus covers.
If you are aged over 75, please call us on 02392 419 044. Alternatively, you can get a quote online via our Free Spirit product that has no upper age limit.
What is the maximum duration?
The maximum duration of any single trip is 94 days. If you require cover for longer periods, please contact P J Hayman & Company Limited on 02392 419 044. Alternatively, you can get a quote online via our Longstay product that provides cover for single trip travel for periods up to 18 months.
Do you cover one-way trips?
Cover for one way trips is available under the Single Trip policy subject to a 25% premium increase and a maximum trip duration of 31 days. Note: cover will cease 48 hours after you leave immigration control in your final destination country. Please call P J Hayman & Company Limited on 02392 419 044 for more information and to purchase a policy. We are open Monday to Friday 9am – 5pm, closed Bank Holidays.
Can I extend my policy if I decide to stay longer?
We may be able to extend an individual trip duration providing you let us know before your policy expires. Please note, we can only consider this if your existing trip duration (including the extended period) has not exceeded 94 days and at the time of requesting the extension, you are not intending to make a claim. An additional premium may be required.
What are the advantages of Annual Multi-trip travel insurance?
If you are making several trips a year, Annual Multi-trip cover is usually the most cost-effective option. This will cover you for an unlimited number of trips in a 12 month period, each up to a maximum of 24 days on Essential, 35 days on Premier or 60 days on Premier Plus (35 days if you are aged 70 years or over on the date the cover commences).
Do you cover Winter Sports holidays?
Cover for Winter Sports can be included for an additional premium with Premier and Premier Plus.
Am I covered for all skiing activities under Winter Sports cover?
This option is available on Premier and Premier Plus:

If you choose this option (an additional premium will apply) you will be covered for the following activities:

Cross country/big foot skiing (If off-piste or not on recognised paths must be accompanied by qualified guide and in areas that local resort management consider to be safe), Dry slope skiing, Glacier walking accompanied by qualified guide. Husky sledge driving/passenger (No racing or mushing. No personal liability cover), Ice skating, Ice windsurfing (No cover for personal liability), Indoor skiing/snowboarding, Kick sledging, Ski biking/ski-dooing, Skiing/mono-skiing/skiboarding (If off-piste must be accompanied by qualified guide and in areas that local resort management consider to be safe), Ski run walking, Sledging Including sledging as a passenger pulled by horse, dog or reindeer, Sleigh rides as a passenger, Snow biking/go karting (No cover for personal liability), Snow blading, Snow boarding (If off-piste must be accompanied by qualified guide and in areas that local resort management consider to be safe), Snow bobbing, Snow mobiling/scooting (Guided tours only. No personal liability), Snow shoe walking, Snow tubing, Telemarking, Tobogganing, Winter Walking using crampons and ice picks only
(Up to 3,000 metres altitude).

PLEASE NOTE

There is no cover for;

  • Activities not listed.
  • Participating in the activity as a professional.
  • Activities undertaken against local warning or safety guidelines. Note: that you must use the appropriate and recommended safety equipment. This would include the use of safety helmets, life jackets, safety goggles and protective clothing where appropriate.
  • Winter sports activities involving ice climbing, ski acrobatics, ski flying, skiing against local authority or resort management warning or advice, ski-stunting, ski jumping, ski mountaineering, or the use of bobsleighs, luges, bungees or skeletons.

We may be able to cover you for other winter sports activities that are not listed above under an alternative product. Please call us on 02392 419 044. We are open Monday to Friday 9am – 5pm, closed Bank Holidays.

Annual Multi-Trip

Who is eligible for Travel Plus?
Travel Plus is available to UK residents who, at the time of buying their policy, have their main home in the UK and have lived in the UK for at least 6 months or holds a valid British residency permit or visa or are a British member of Her Majesty’s Armed Forces stationed overseas and is registered with a UK medical practitioner and is liable to pay taxes in England, Scotland, Wales or Northern Ireland.

You must also have been in the UK for a minimum of 6 months in the year prior to purchasing your insurance policy and you are in your home area at the time of purchasing this policy. Any trip that has begun when you purchase this insurance will not be covered.

Note: UK is defined as: Scotland, England, Wales, Northern Ireland, The Channel Islands and the Isle of Man.

Is there an age limit?
You must be aged:
65 years or under on the date cover commences for Essential cover
75 years or under on the date cover commences for either Premier or Premier Plus cover

If you are aged over 75 and require Annual Multi-trip cover, please call us on 02392 419 044.  Alternatively, you can get a quote online via our Free Spirit product that has no upper age limit.

How many times can I travel and how long can each trip be?
The Annual Multi-trip policy will cover you for an unlimited number of trips in a 12 month period, each up to a maximum of 24 days on Essential, 35 days on Premier or 60 days on Premier Plus (35 days if you are aged 70 years and over on the date cover commences).

Am I covered for trips in my home area?
For residents of the UK, the Channel Islands and the Isle of Man trips solely within your home area must include two or more consecutive nights’ stay in accommodation which has been booked prior to departure (includes a pre-booked tent or caravan pitch).

Note:
For UK residents this applies to any trip within the UK (England, Scotland, Wales or Northern Ireland).
For Channel Island residents this only applies to the particular Channel Island on which you live.
For Isle of Man residents, this applies to any trip within the Isle of Man.

Under an Annual Multi-trip policy, can children travel independently of an insured adult?
Children can travel independently from the insured adults on a Premier or Premier Plus policy if they are under the age of 18 years and have the permission of their parent and/or guardian and are accompanied by a responsible adult e.g. on a school trip. Note: we cannot cover unaccompanied children.
If I am abroad can I extend the 'maximum duration any one trip' limit provided by my Annual Multi-trip policy if I decide to stay longer?
No, we are unable to extend cover beyond the maximum duration limit.
Do you cover Winter Sports holidays?
Winter Sports cover is included automatically on Premier (up to a maximum of 21 days in any one period of insurance) and Premier Plus (up to a maximum of 45 days in any one period of insurance). It is not available on Essential.
Am I covered for all skiing activities under Winter Sports cover?
This is included on Premier Plus and available as an option on Premier at an additional premium.

You will be covered for the following activities:

Cross country/big foot skiing (If off-piste or not on recognised paths must be accompanied by qualified guide and in areas that local resort management consider to be safe), Dry slope skiing, Glacier walking Accompanied by qualified guide. Husky sledge driving/passenger (No racing or mushing. No personal liability cover), Ice skating, Ice windsurfing (No cover for personal liability), Indoor skiing/snowboarding, Kick sledging, Ski biking/ski-dooing, Skiing/mono-skiing/skiboarding (If off-piste must be accompanied by qualified guide and in areas that local resort management consider to be safe), Ski run walking, Sledging Including sledging as a passenger pulled by horse, dog or reindeer, Sleigh rides as a passenger, Snow biking/go karting (No cover for personal liability), Snow blading, Snow boarding (If off-piste must be accompanied by qualified guide and in areas that local resort management consider to be safe), Snow bobbing, Snow mobiling/scooting (Guided tours only. No personal liability), Snow shoe walking, Snow tubing, Telemarking, Tobogganing, Winter Walking Using crampons and ice picks only
(Up to 3,000 metres altitude).

PLEASE NOTE

There is no cover for;

  • Activities not listed.
  • Participating in the activity as a professional.
  • Activities undertaken against local warning or safety guidelines. Please note that you must use the appropriate and recommended safety equipment. This would include the use of safety helmets, life jackets, safety goggles and protective clothing where appropriate.
  • Winter sports activities involving ice climbing, ski acrobatics, ski flying, skiing against local authority or resort management warning or advice, ski-stunting, ski, jumping, ski mountaineering, or the use of bobsleighs, luges, bungees or skeletons.

We may be able to cover you for other winter sports activities that are not listed above under an alternative product.

Policy Options

Can I delete the policy excess?
For a single additional premium you can have the claims excess deleted. This is referred to as ‘Excess Waiver’ and is available as an option under both Single Trip and Annual Multi-trip during the quote process.
Can I reduce my premium by paying a higher excess?
Yes, you can choose to take a discounted premium in favour of a voluntary excess with Premier and Premier Plus cover.

If you select this option, all excesses (other than section 17 – Gadget Cover and section 18 – Travel Consumer Dispute) will be increased to £250.

Am I covered for business travel?
Travel Plus has been designed primarily for the leisure traveller; however limited cover is provided when travelling on business*. Cover can be extended to include hire or purchase of business equipment should yours be lost, stolen or delayed and replacement staff cover in the event of your illness by purchasing the Additional Business Cover – additional premium required.

*Business activities are restricted to straightforward business trips i.e. ‘white-collar’ work. Please be aware that the policy excludes cover for most manual work (see Activity Pack 1).

If you have any queries or require wider business cover, please contact us on 02392 419 044.

Am I covered for sports & activities?
Travel Plus includes a wide range of activities that are automatically covered as standard (Activity Pack 1).

Other activities (Activity Packs 2- 4) may be covered on payment of an additional premium.

Please click here to view the individual Activity Packs available.

If you are going to take part in an activity not shown in the Activity Packs, please contact us on 02392 419 044.

Is my personal baggage covered?
Yes. However, unlike some travel insurance policies, Travel Plus provides ‘new for old’ cover. This means that where you can provide receipts or original valuations, claims for personal baggage will be settled on a payment or replacement basis. Please note there are policy limits applying to personal baggage – please refer to the Insurance Policy.
Am I covered for events caused by terrorism?
You are covered for Emergency Medical Assistance and Expenses, Hospital Benefit and Personal Accident.

Medical Assistance

Do you have a 24-hour emergency service?
The Travel Plus policy has a 24 hour medical emergency and repatriation service provided by:

Travel Plus – 24-hour Medical Emergency Assistance Service.

In the event of a medical emergency you must contact the medical emergency assistance service on: +44 (0) 203 819 7170

Further details of this service are shown in your Insurance Policy.

Staff are on call 24 hours a day throughout the year. They will, when necessary, guarantee medical bills and arrange repatriation if required.

In the event of a medical emergency whilst abroad, do I have to pay my medical bills myself?
If you are asked to pay a small bill for medicines and/or outpatient treatment it is often easier to settle your bill direct, keep all receipts and claim for the costs incurred on your return home.If you are admitted as an inpatient, or you require outpatient treatment which is likely to exceed £500, then you must contact the 24-hour Medical Emergency Service as soon as possible. They will then arrange for those medical expenses covered by the policy to be paid direct to the hospital/clinic. Please refer to your policy wording for full details.

Making A Claim

How do I make a claim?
Click Here for details.

Full details of what you need to do to make a claim are also shown in your Insurance Policy.

Please note: You will be expected to follow the claims procedure shown in your Insurance Policy and to substantiate your claim by providing supporting documents.

How quickly will you settle my claim?
We aim to provide a first class claims service and respond within 5 working days of receipt of correspondence.

Buying Online

Is your website secure?
Yes. The security of your personal information and payment details is of utmost importance to us. We use 128-bit encrypted SSL to help keep all of your data safe.
How can I pay for my policy?
You can pay by debit or credit card. We accept Mastercard and Visa.

Other

Who are the Insurers?
Cover under sections 1 to 12 and 14 to 16 is underwritten by Syndicate 1084 at Lloyd’s, managed by Chaucer Syndicates Limited.

Chaucer Syndicates Limited is authorised by the Financial Conduct Authority, regulated by the Prudential Regulation Authority and registered in England and Wales No. 184915, Financial Services Number 204915. Registered Office: Plantation Place, 30 Fenchurch
Street, London, EC3M 3AD.

For section 13 this insurance is underwritten by Liberty Mutual Insurance Europe SE and provided by International Passenger Protection
Limited. Registered Office: IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR. Registered in England 2498563. Authorised
and regulated by the Financial Conduct Authority.

For section 17 this insurance is administered by Bastion Insurance Services Ltd, and underwritten by Inter Partner Assistance SA UK
Branch (IPA) which is fully owned by the AXAPartners Group.

Inter Partner Assistance is a Belgian firm authorised by the National Bank of Belgium and subject to limited regulation by the Financial
Conduct Authority.

Bastion Insurance Services Ltd are authorised and regulated by the Financial Conduct Authority.

For section 18 this insurance is administered by Legal Insurance Management Ltd (552983) and underwritten by Royal & Sun Alliance
Insurance plc (202323). Both are registered in the UK and authorised and regulated by the Financial Conduct Authority.

Please see the Insurance Policy for full Insurer details.

Are there countries that are not covered?
You will not be covered if you travel to Afghanistan, Liberia or Sudan or to a country or area where the Foreign & Commonwealth Office (FCO) or equivalent government or national authority, or the World Health Organiszation (WHO) have advised against all travel or all but essential travel.
Are children covered?
Children are covered on all policies up to age 18 years and up to 23 years if in full-time education on Premier and Premier Plus.

Children are defined as your children, your partner’s children and the grandchildren of you or your partner including stepchildren, step-grandchildren and fostered or adopted children or grandchildren.

How do I know what I'm covered for?
Please read the Insurance Policy for full details of the cover.
Do I need a European Health Insurance Card (EHIC)?
An EHIC entitles you to reduced-cost, sometimes free, medical treatment that becomes necessary while you are in a European Economic Union (EEA) country or Switzerland. The EEA consists of the European Union (EU) countries plus Iceland, Liechtenstein and Norway. The card gives access to state-provided medical treatment only. Remember, this might not cover all the things you would expect to get free of charge from the NHS in the UK. You may have to make a contribution to the cost of your care. You may apply for an EHIC online at www.ehic.org.uk or by calling 0300 330 1350. Please note: An EHIC is no substitute for travel insurance cover.
Can you resend my policy to me?
Yes. Please email us at contact@travelpluscover.co.uk with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy.
What is End Supplier Failure?
Unlike some travel insurance policies, Travel Plus provides cover up to £2,500 in the event the holiday/trip has to be cancelled due to the financial failure of your airline, travel or accommodation provider and you are unable to recover your pre-booked travel accommodation costs elsewhere.
What is Travel Consumer Dispute cover?
Available with Premier & Premier Plus only, Travel Consumer Dispute cover provides up to £10,000 (Premier) or £50,000 (Premier Plus) for professional fees to pursue a compensation claim against your tour operator, travel agent, pre-booked car hire company, travel or accommodation provider.
Am I covered for cruise holidays?
Yes, cruise holidays are covered as standard. In addition, dedicated Cruise Cover is automatically included with Annual Multi-trip Premier and Premier Plus and is available as an option with Single Trip Premier and Premier Plus at an additional premium. This extends your policy to include additional cover for missed embarkation following delay in travel, cancellation of a scheduled port visit following a change in cruise itinerary due to adverse weather or a change in timetable, cabin confinement following your illness, the hire or purchase of formal cruise attire should your baggage be delayed over 8 hours, additional emergency medical assistance and expenses including ship to shore repatriation where medically necessary, and unused shore excursions due to being confined to bed.

Please read the Insurance Policy for full details of the cover and policy limits provided.

Are my gadgets covered?
Automatically included with Premier & Premier Plus only, ‘Gadget Cover’ provides up to £1,000 (Premier) or £1,500 (Premier Plus) for theft, accidental damage, loss, breakdown and unauthorised call/data use for your gadgets including handheld consumer electronic devices such as mobile phones, tablets, iPads, kindles, satnavs, cameras, lenses, camcorders, smartwatches, smart glasses, head-mounted displays, handheld games consoles, portable DVD players, headphones, wireless speakers, MP3 players, iPods and laptop computers, (laptops are not covered for accidental loss) purchased as new or, in the case of refurbished items, not purchased directly from the manufacturer or network provider in the UK; that is no more than 48 months old at the start date of your trip.
Can I get travel insurance if I have an existing medical condition?
The policy contains conditions relating to your health and those to be insured by this policy.

Please refer to the ‘‘Important Exclusions and Conditions Relating to Your Health’ shown in the Insurance Policy.

You will need to declare each traveller’s medical condition(s) if anyone has:

  • ever had a heart condition or heart-related condition
  • ever received treatment for a respiratory condition requiring a hospital admission or the use of a nebuliser and/or supplementary oxygen
  • in the last 5 years had treatment for any form of cancer
  • in the last 5 years had treatment for any form of circulatory condition
  • in the last 2 years received any surgery, inpatient or outpatient treatment or had any test or investigations in a hospital or clinic or been seen by a specialist consultant
  • in the last 6 months had a change in prescribed medication

Note: In some cases, an additional premium may be payable if we are able to cover the declared medical condition(s).

You will not be covered for any trip, where at the time of taking this insurance or booking your trip or paying any further balance payments, if you or anyone to be insured under this policy:

  • have any undiagnosed condition or any symptoms that are or should be under investigation
  • have any condition for which they are on a waiting list for treatment
  • intend travelling against medical advice (or would have had this been sought) or to seek treatment abroad
  • have a terminal condition

However, if you or anyone to be insured has a terminal condition, please call us on 02392 419 068 for an individual assessment.

COVID-19 Cover

Am I covered for COVID-19?
Cancellation cover, emergency medical treatment and related expenses are included under new policies issued from 1st February 2021. You or a member of your party insured under the same policy are covered if taken ill with COVID-19. Note, this does not extend to being placed into quarantine or self-isolating.
What is covered with COVID-19 Cancellation Cover?
We will provide Cancellation Cover if:

  • Your accidental death, injury, illness or you testing positive for Coronavirus (Covid-19) within 14 days of your trip departure date, or you being admitted to hospital due to testing positive for Coronavirus (Covid-19) since you purchased your policy.

The accidental death, injury or serious illness of the following people:

  • Your travelling companion(s)
  • A close relative of yours
  • Your travel companion
  • A close business partner of yours (unless this was related to a pandemic and/or epidemic, including but not limited to Coronavirus (COVID-19).
What is not covered with COVID-19 Cancellation Cover?
Any claims arising directly or indirectly from Coronavirus (Covid-19):
  • If you do not have an official positive test result confirming your diagnosis within 14 days of your trip departure date, or you have not been admitted to hospital due to testing positive for Coronavirus (Covid-19) since you purchased your policy.
  • If you are advised to quarantine or you chose to self- isolate due to a person you have come into contact with having Coronavirus (Covid-19).
  • If a medical professional advises you not to travel as you have underlying health conditions that place you ‘at a higher risk’ from Coronavirus (Covid-19); as a result of Foreign, Commonwealth & Development Office (FCDO) advice against all (or all but essential) travel to your intended destination.
  • As a result local government restrictions or directives prohibiting or restricting entry (for example, self -isolation, quarantine or lockdown measures) to your intended destination or on your return home.
  • Any costs of Coronavirus (Covid-19) testing.
What is covered with Covid-19 emergency and medical expenses cover?

We will cover your emergency medical treatment and related expenses if:

  • You fall ill or are injured (including with symptoms of or testing positive for Coronavirus (Covid-19)
  • You require emergency dental treatment, during your trip, for the level of cover selected, as confirmed in your policy schedule
  • You require extra transport and accommodation (up to a similar standard to your original booking) if it is medically necessary for you to stay after the date you were going to return to your home. This includes extra costs you have to pay to return to your home if you cannot use your booked transport. A maximum amount of £2,000 per insured person applies if you have to extend your trip because you have tested positive for Coronavirus (Covid-19).
What is not covered with Covid-19 emergency and medical expenses cover?
We will not provide emergency and medical expenses cover for:

  • Any costs of Coronavirus (Covid-19) testing outside the United Kingdom, unless you are admitted to hospital as an inpatient as a result of an illness.