Frequently Asked Questions

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Travel Insurance FAQ (Frequently Asked Questions)

Below are a series of questions that we've found customer often ask us about our Travel Insurance policies. If you don't find the answer to your question here, please don't hesitate to call us or email us on

Covid-19 Queries

Please see our specific Covid-19 FAQ.

Policy Queries

What is the maximum age and trip duration on an Annual Policy?

Our Annual policies are available to customers age 18-80.  You can travel up to 32 consecutive days per trip on a silver and gold policy, and up to 45 consecutive days per trip on a platinum policy.  

What is the maximum age and trip duration for a Single Trip?

Our Single Trip policies are available to customers age 18-84 and allow for trips up to 93 days dependent on age of traveller.

Am I covered for one way trips or emigration?

Unfortunately not, the policies that we provide are only returning trips. Therefore you would have be to departing the United Kingdom and returning back to the United Kingdom.

Can I travel independently on an Family Policy?

Yes if you are aged 18 years or over you are able to travel independently on the policy. If you are under 18 years you must be accompanied by a responsible adult aged 18 or over.

How many times can I travel on an Annual Policy?

You can travel as many times as you like, as frequently as you want, as long as it’s not exceeding the maximum trip duration (on any one trip) of the policy you choose to purchase.

Am I covered for cancellation if a family member becomes ill?

You will be covered for cancellation on the policy if a family member becomes ill if this is due to a new or unforeseen medical condition. If family member is one of the travellers insured on the policy and the medical condition has been approved (with the correct additional premium being paid) then you will be covered. If a non-travelling family member becomes ill due to a pre-existing medical condition you will not be covered. See policy documents for full details.

Can I purchase a policy if I don’t live in the UK?

Unfortunately not, you have to be permanently resident in the United Kingdom and registered with a UK GP

Can I purchase a policy if I'm already travelling?

Unfortunately not, you have to be in the UK at time of purchase to be eligible for our policies.

What do I do if my documents are incorrect?

If you find any faults with your documentation then you should contact the Customer Service Team on 0333 772 0346 or A friendly colleague will be able to amend any incorrect information on your policy documents and resend an updated copy to you straight away.

Can I change my mind on the policy?

Yes, there is a fourteen day cooling off period in which to get a full refund. This is provided that you haven’t travelled, claimed or are intending to claim on the policy. See policy documents for full details and cancellation terms outside of 14 days.

Medical Queries

What is a Medical Screening?

A series of questions which assesses your medical health. You are able to complete the Medical Screening online or over the phone with a friendly Customer Service Adviser. We will not pass on any of your personal information to any third parties that are not directly involved in the sale or servicing of your policy. All your personal and medical details are securely stored in accordance with the Data Protection Act 2018 (GDPR).

Do I have to declare medical conditions?

Yes, you must declare full medical details. It is a legal requirement that all the information you provide to us throughout the life of the policy must be full, accurate and not misleading. If you are declaring a medical condition on behalf of yourself or another traveller on the policy, you must have full knowledge and permission to do so. Failure to disclose full medical details may result in a claim being denied.

Can I choose to have my medical conditions excluded?

Each customer is screened individually and the medical conditions are then assessed. We do not allow customers to exclude medical conditions.

I’m currently undergoing tests, can I still get cover?

If you are waiting for tests/scans/biopsies or any other medical investigations regarding an undiagnosed symptom, then we are unable to provide cover for this. Although, once you have the results of the tests and investigations you can contact us on 0333 772 0346 and a Customer Service Adviser will try there utmost to see if we can provide cover.

What do I do if I am diagnosed with a new medical condition?

If you are diagnosed with a new medical condition, you will need to confirm you are still fit to travel with your medical practitioner.  Travelling against the medical advice of your medical practitioner will invalidate your insurance.

Can I travel if I’m pregnant?

Our policies include emergency medical expenses cover for pregnancy complications whilst you are away. There is no cover for normal childbirth or cancellation due to normal pregnancy. We highly recommend that you read the policy wording for full details and more information.