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.
General
- legally resident in the United Kingdom (this means having an address in the United Kingdom which you live in for at least 183 days [6 months] a year)
- aged 75 or less and
- registered with a medical practitioner (or entitled to free public healthcare under reciprocal arrangements currently in place in the United Kingdom)
Travel Plus insurance are is underwritten 100% by Lloyd's Syndicate 4444 which is managed by Canopius Managing Agents Limited. Registered Office: Canopius Managing Agents Limited, Floor 29, 22 Bishopsgate, London EC2N 4BQ. Registered in England no. 01514453. Canopius Managing Agents Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference: 204847.
If you travel to a specific country or to an area where the Foreign, Commonwealth & Development Office (FCDO) has advised against at the time of booking or travelling (apart from ‘essential travel’) at the time you purchased your policy or booked your trip (whichever is later)
For trips within your home country (the country where you live in the United Kingdom, Channel Islands or Isle of Man) you must have pre-booked at least one night's accommodation in a hotel, motel, holiday camp, bed and breakfast, holiday cottage or similar accommodation rented for a fee.
All children must be under the age of 18 (or 23 if still in full-time education) on the date you purchase your policy. Children may travel independently. Children under the age of 18 must have the permission of their parent and/or guardian and be accompanied by a responsible adult during the trip.
Children/Child means your or your partner's children or grandchildren, including step-children, step- grandchildren and fostered or adopted children or grandchildren, provided that they are:
• under 18 years old on the date you purchase your policy (or under 23 if still in full time education);
• dependent on you or your partner (or in the case of grandchildren dependent on you or your partner or their parent[s]);
• not married or living with their partner.
Please read the Insurance Policy for full details of the cover.
If you already have a valid EHIC, it will continue to entitle you to reduced-cost (sometimes free) medical treatment that becomes necessary while you are in a European Economic Area (EEA) country or Switzerland. The EEA consists of the European Union (EU) countries plus Iceland, Liechtenstein and Norway. Cover will end on the expiry date of your EHIC.
- If you do not have a valid EHIC, or it is due to expire before you travel, you can apply for a GHIC. This entitles you to reduced-cost (sometimes free) medical treatment that becomes necessary while you are in a European Union (EU) country
- These cards only give access to state-provided medical treatment. Remember, this might not cover all the things you would expect to get free of charge from the NHS in the UK. You might have to make a contribution to the cost of your care
- You can apply for an GHIC online at www.ghic.org.uk or by calling 0300 330 1350
Please note:
The EHIC/GHIC do not cover the cost of:
- medical treatment in a private hospital or clinic,
- the additional cost of returning to your home country or
- for a close relative to stay or fly out to be with you.
Yes. Please email us at direct.sales@pjhayman.com with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy.
There is no cover under this insurance for any claim arising directly or indirectly from any existing medical condition, as defined below, unless you have completed the online medical screening or contacted our Medical Screening Service, on 02392 419 068 and we have agreed in writing to provide cover and you have paid (if required by us) any additional premium.
An existing medical condition means:
a) any respiratory condition (relating to the lungs or breathing) requiring a hospital admission or the use of a nebuliser and/or supplementary oxygen for which you have ever received treatment;
b) any heart or heart related condition for which you have ever received treatment;
c) any circulatory condition (relating to the blood or circulation) for which you have received treatment within the 5 years prior to your policy issue date;
d) any malignant condition e.g. cancer for which you have received any diagnosis or treatment within the 5 years prior to your policy issue date;
e) any medical condition for which you have received surgery, inpatient or outpatient treatment or had any tests or investigations in a hospital or clinic or have been seen by a specialist consultant within the 2 years prior to your policy issue date;
f) any re-occurring health condition, or any other medical condition which within the 2 years prior to your policy issue date has been treated in hospital or has been referred to a specialist, or for which you are waiting for any tests or treatment of any description, or for which your doctor has altered your regular prescribed medication in the 6 months prior to your policy issue date;
g) any terminal condition;
h) any symptoms that are or should be under investigation for a condition that has not yet been diagnosed.
If you do wish to complain, please note the 3 steps below, along with the relevant contact details for each step. However, please note, should you wish to direct your complaint directly to Lloyd's in the first instance, you may do so by using the contact information referenced in step 2 below.
Step 1:
Firstly, if your complaint is about a claim, please direct it to the relevant claims handler:
All claims (other than Gadget claims)
Roger Rich & Company Part of the Claims Consortium Group
Phone: 01608 641 351 (this is a basic rate number)
Email: travelplus@claimsconsortiumgroup.co.uk
Write to: 2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire OX7 5SR
Gadget claims
Davies Group Limited
Phone: 0345 030 8135 (this is a basic rate number)
Email: gadgetclaims@davies-group.com
Write to: P.O Box 2801, STOKE-ON-TRENT, ST4 9DN
If your complaint is not about a claim, please direct it to:
PJ Hayman & Company Limited
Phone: 02392 419 833 (this is a basic rate number)
Email: customerservices@pjhayman.com
Write to: Stansted House, Rowlands Castle, Hampshire PO9 6DX
Step 2:
Should you remain dissatisfied with the outcome of your complaint from P J Hayman & Company Limited, your claims handlers you may refer your complaint to Lloyd's. Lloyd's contact information is:
Complaints at Lloyd's, Fidentia House, Walter Burke Way, Chatham Maritime, Kent ME4 4RN
Tel: +44 (0)20 7327 5693
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints
Details of Lloyd's complaints procedure are set out in a leaflet "Your Complaint - How We Can Help", which is available at
www.lloyds.com/complaints. Alternatively, you may ask Lloyd's for a hard copy.
Step 3:
If you remain dissatisfied after Lloyd's has considered your complaint, you may have the right to refer your complaint to an alternative dispute resolution (ADR) body.
If you live in England, Scotland, Wales or Northern Ireland, the contact information is:
Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines)
Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
If you live in the Channel Islands, the contact information is:
Channel Islands Financial Ombudsman, PO Box 114, Jersey, Channel Islands JE4 9QG
Jersey: +44 (0)1534 748610
Guernsey: +44 (0)1481 722218
International +44 1534 748610
Facsimile: +44 1534 747629
Email: enquiries@ci-fo.org
Website:www.ci-fo.org
If you live in the Isle of Man, the contact information is:
Financial Services Ombudsman Scheme,
Thie Slieau Whallian, Foxdale Road, St John's, Isle of Man IM4 3AS
Tel: +44 (0) 1624 686500
Fax: +44 (0) 1624 686504
Email: ombudsman@iomoft.gov.im
Website: https://www.gov.im/oft/ombudsman/
If you have an existing policy record, some information, such as Name, Address & Contact details will be held on file, so can be used again.
However, as from the 2nd February 2026 there will be no medical screening on the Travel Plus policy. The medical questions we asked last time will no longer be relevant, so we aren’t able to transfer your medical information to a new policy.
If you have a Pre-existing Medical Condition, your medical condition(s) must be on our Accepted Condition List to get cover. We will therefore need to ask you for some information again to make sure you have the protection needed.
You are not covered for any acts of terrorism
However, this exclusion does not apply to claims under section 2 (Emergency medical, repatriation and other expenses), provided:
- The act of terrorism is not of a nuclear nature
- At the time of travel, the insured person is not travelling to a country or area listed by the Foreign, Commonwealth & Development Office (FCDO) as a place advised against all travel or all but essential travel
Single Trip
The maximum duration of any single trip is 115 days. For trips within your home country (the country you live in the United Kingdom, Channel Islands or Isle of Man) you must have pre-booked at least one night's accommodation in a hotel, motel, holiday camp, bed and breakfast, holiday cottage or similar accommodation rented for a fee.
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.
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 115 days and at the time of requesting the extension, you are not intending to make a claim. An extra premium may be required.
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 33 days (extended to 45 to 60 days where you have paid the extra premium and this is shown on your policy schedule).
Annual Multi-trip
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 33 days (extended to 45 or 60 days where you have paid the extra premium and this is shown on your policy schedule)
Children can travel independently from other adult insured persons 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
The policy provides up to 33 days per trip. If you require trips of 45 or 60 days you can pay an extra premium to increase the maximum trip duration. We cannot offer cover if you have exceeded the maximum trip duration as shown on your schedule.
Policy Options
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 extra premium.
Please read the Policy Document for full details of the activities covered. If you are going to take part in an activity not shown in the Activity Packs, please contact us on 02392 419 044.
Yes. £4,000 for your personal possessions, to cover:
either
i) the cost of repair of items that are damaged whilst on your trip, up to the market value of the item, allowing for age, wear and tear;
or
ii) the market value of the item, allowing for age, wear and tear, for any items that are stolen, permanently lost or destroyed whilst on your trip.
Cover for Winter Sports can be included for an extra premium.
Yes, if you are going on a cruise and you have paid the extra premium and it is shown on your policy schedule, you will receive the cover under Section 15 - Cruise cover.
Cruise: means a pleasure voyage, sailing as a passenger on a purpose-built ship on a river, sea or an ocean which stops at various ports or destinations and lasts more than 72 hours. It does not include cargo or container ships or ferry crossings.
Please read the Insurance Policy for full details of the cover and policy limits provided.
Yes, cover includes Gadgets up to £1,500.
Gadget means a handheld consumer electronic device such as mobile phones, tablets, iPads, kindles, satnavs, cameras, lenses, camcorders, digital cameras, smart watches, smart glasses, head mounted displays, hand held games consoles, portable DVD players, headphones, wireless speakers, MP3 players, iPods and laptop computers. There is no cover provided under this section for drones and wearables.
The item(s) must be:
- new when you bought them or, if bought refurbished or second hand, come with a minimum 12-month warranty;
- bought or leased by you (you must have valid proof of ownership);
- less than 4 years old (except for laptop computers which must be less than 18 months old) at the start of the period of insurance, and
- in full working order at the start of the period of insurance
Yes, if you have paid an extra premium and it is shown on your policy schedule. Cover is provided if your rental vehicle is damaged or stolen; we will pay you the amount of the excess charged by the hire company and any paid deposit (including fees and taxes) up to £2,500. This can include damage to bodywork, interiors, tyres, windscreens, or keys (as covered by the rental agreement).
Note: if your rental agreement does not cover something, we will not cover it. We only cover the excess.
Medical Assistance
The Travel Plus policy has a 24-hour medical emergency and repatriation service provided by:
Travel Plus – 24-hour Medical Assistance Service.
In the event of a medical emergency you must contact the medical emergency assistance service on:
+44 (0) 203 869 1108
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.
If costs are below £500 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 costs are likely to be more than £500 or you are admitted as an inpatient, then you must contact the 24-hour Medical Assistance 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.
- Access to UK GP appointments 24/7 every day of the year. When you need to speak to a GP you will follow a link which will take you through a registration process
- You will then be able to download the app from your device’s app store
- On the app you can book a telephone or video consultation for a time that suits you
- A doctor will call you back within 15 minutes of the agreed time
Making 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.
Buying Online
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.
You can pay by debit or credit card. We accept Mastercard and Visa.
Once you have purchased your policy, you will receive an email from Travel Plus with instructions on how to access your policy documents.
If you have not received your email after a few hours, please check your spam email.
Yes. Please email us at direct.sales@pjhayman.com or call 02392 419 044 with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy. Alternatively, if you have set up your account, you can access your policy documents through the customer portal. If you have not already done this, you can create an account by clicking this link. You will need to provide your first and last name, date of birth and email in order to activate your account.