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Medical Travel Insurance cover

all types of medical conditions

FAQ's - common answered questions


11th Nov 2020

As England enter a national lockdown from 5th November 2020 until 2nd December 2020, we will be unable to provide any travel insurance cover for trips in this period.

All OK To Travel policies cover Emergency Medical Treatment if you contract COVID-19 abroad. Enhanced COVID cover is available on Premier Plus Only. Travellers should check the latest FCDO travel advice for their chosen destination at gov.uk/foreign-travel-advice prior to purchasing insurance or travelling. There will be no cover under this policy if you travel to a country or specific area that the Foreign, Commonwealth & Development Office (FCDO)/Government advise against all or all but essential travel to.

20th Aug 2020

For policies quoted and sold from the 20th August 2020, our Premier Plus level of cover automatically includes cover for cancellation if you or anyone named on your insurance policy tests positive for COVID-19 within 14 days of your trip starting. Click here for more information.

*Please note: Following the outbreak of coronavirus (COVID-19) there will be no cover for cancellation, abandonment or curtailment claims if the Foreign, Commonwealth & Development Office (FCDO) advises you not to travel, for example where the FCDO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Sever Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARS-COV-2. Click here for the latest government (FCDO) travel advice.

There is no cover under this policy for cancellation, abandonment or curtailment claims if the Foreign, Commonwealth & Development Office (FCDO) advises you not to travel, for example where the FCDO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2

If the FCDO has advised against all, or all but essential travel, you should contact your travel provider. In this situation they have an obligation to provide you with a full refund or alternative holiday. If you are not due to travel for a few months your tour operator may choose to wait to see if anything changes before offering you a refund or alternative arrangements.

For PREMIER PLUS policies quoted and purchased from the 20th August 2020 – These policies now automatically include cover for cancellation if you or anyone named on your insurance policy tests positive for COVID-19 within 14 days of your trip starting. Other benefits are available here.

Yes. If you catch Coronavirus or require medical treatment whilst away, then cover will be in place for emergency and necessary treatment, so long as you have not travelled against FCDO advice.

Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery.

I am abroad and my amended flight home is after my policy end date?

If your flight has been amended by your flight company due to the recent events, you must take the first available flight home and the policy will automatically extend to cover you until your return. If you choose not to take the first available flight home, there will be no extension to cover.

I am abroad and I don’t want to come back to the UK?

Unfortunately, if your policy is due to expire and you are choosing to remain overseas, then we are unable to extend cover for you. You must return on the next available flight.

Change of dates for re-arranged trips:

If your travel arrangements have been suspended or changed to an alternative date, please contact us. We can look to change the dates of your insurance as long as you are travelling within 12 months of the original inception date of your policy.

Cancellation of Package Holiday Arrangements:

If you booked via a travel agent or tour operator or has booked more than one thing, that must include; Flight, Accommodation, Transfer then the trip is considered as packaged and the below applies.

Trips cancelled due to FCDO advice would therefore fall within the remit of Package Travel Regulations and be eligible for a refund from your travel organiser.

Trips where access is restricted or public life is subject to significant limitations (closures of tourist attraction etc..) should give passengers the right to cancel their trip with refund via Package Travel Regulations.

If passengers have a medical condition for which exposure to the COVID-19 is particularly dangerous, current advice is they should have the right to cancel their package travel contract if the risk of contamination with COVID-19 at the travel destination or its immediate vicinity is declared high by the competent authorities.


Cancellation of Flights and Air Passenger Rights:

Flight companies are regulated by the Civil Aviation Authority. If your flight operator cancels or can’t fulfil your flight then there is protection available under something called the ‘Montreal Convention’. Some airlines are going over and above their requirements and so it is important to contact them in the first instance to find out what support they can give you.

Flight cancellations by the airline need to be claimed directly from them.

All around the world, passenger rights for international flights are protected under the Montreal Convention. Essentially, this piece of law states that the airline is responsible for you if your flight is cancelled and/or you are left stranded at an airport waiting for a flight. These measures of care include: Meals and refreshments, Communication to the outside world (two occasions), Hotel accommodations when necessary, Rerouting to your final destination.

Like any piece of law, it can be complicated and not that easy to read! But if you google CAA and Montreal Convention then you will find some useful information online that may help you.

In the event that you are unable to move the trip to an alternative destination and are offered a refund from your travel agent or tour operator, we can cancel the policy and offer a refund of 50% of the premium on a Single Trip policy. For Annual Multi-Trip policies, we can offer a refund of 5% per each complete unused month subject to no claims on the policy. If you are still within the 14-day cooling off period, a full refund will apply subject to no claims on the policy.

About the Insurer

Who underwrites your travel insurance policies?

Our insurance policies are insured by European Insurer, Union Reiseversicherung AG (URV), part of Germany's largest banking group, Versicherungskammer Bayern Group (VKB Group). They have a wealth of experience in handling worldwide emergency medical claims.

Union Reiseversicherung AG are authorised and regulated by BaFin (German Federal Financial Supervisory Authority). Deemed authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website.


Do you have any age limits on either single trips or annual multi-trip policies?

We do not have any age restrictions for single trips up to 92 days or on annual multi-trip policies. For single trips lasting more than 92 days we have an age limit of 75 with an upper duration limit of 184 days. (Children under the age of 18 must be insured with an adult).

Can you cover non-UK residents?

You must have been living in the UK for the last six months and be registered with a UK GP.

You may be able to find an appropriate policy if you have been living in the UK for less than 6 months by visiting our partner It's So Easy Travel insurance.

Learn more at https://www.itssoeasytravelinsurance.com/no-residency-condition-travel-insurance.html.

I've left the UK and forgotten to get travel insurance. Will you still insure me?

Travel insurance with ourselves needs to be in place before you leave the UK and once you've left, we can no longer issue a policy.

That being said, we work with It's So Easy Travel Insurance who have a specialist policy for these cases but note their policy excludes any pre-exisiting medical conditions.

For more information, please visit https://www.itssoeasytravelinsurance.com/left-uk-travel-insurance.html.

Can I extend my cover if I decide to stay longer?

It may be possible to extend your policy once you are away which we would need to refer to insurers but only up to the maximum trip duration of; 184 days (75 and under) or 92 days (over 75s) for single trips and 31 days for annual multi-trips, providing your insurance has not already expired. We cannot issue a new policy after you've started the trip. If you want extended cover, please call us quoting your policy number so we can look into this for you.

Can you insure a child under 18 on their own policy?

Children under 18 must have at least one named adult on the policy. The child is covered providing he or she is travelling with at least one of these adults.

Buying a Policy

How can I buy a Travel Insurance policy?

You can buy your travel insurance online using our quick and easy quote facility. Alternatively, you can call us and a member of our Travel Insurance Team will be happy to help arrange a policy that meets your requirements. Annual Worldwide or Worldwide excluding USA, Caribbean and Canada policies for people over the age of 65 can only be applied for via our call centre.

When should I start my policy?

We cover you from the time you start your trip right up until the day you return back to the UK, (except for cancellation cover which starts when you buy the policy and ends when you start your trip).

How do I retrieve my Quote?

Our quotes are saved for 30 days. If you get a quote online, simply revisit our website and click the 'Retrieve' quote tab on our home page. Enter your email address and quote reference number. If you get a quote over the telephone, you will be given a unique reference number which you can quote when calling us back.

How can I pay for my travel insurance?

We accept all major debit and credit cards except American Express.

If I pay online are my details safe?

Yes. We encrypt your personal data to ensure no one else can read them. We store personal data in keeping with the Data Protection Act 1988.

Can I cancel the policy after I've paid for it?

We provide a 14 day cooling off period from the date of receipt of your policy documents. If you contact us during this period, you are entitled to a full refund provided you have not travelled or made any claims against the policy.

Outside of the 14 day cooling off period we can offer a 50% refund provided you have not travelled or made any claims against the policy.

If you have an annual policy we will refund 5% of the total premium paid for each full calendar month remaining provided you have not travelled or made any claims against the policy.

How will I receive my policy documents?

If you buy your policy online, your documents will be available immediately to download, save and print. We will also send a copy to the email address you provided. If you buy your policy over the telephone, we will post your documents to you within 2 working days. If you have any problems retrieving your documents, please call us.

Am I covered for winter sports on the policy?

Winter sports are not covered as standard, but you can pay an additional premium to include cover. Please note, we only offer Winter Sports cover for travellers up to the age of 65.

Am I covered for Hazardous Activities on the policy?

Some Hazardous Activities are covered as standard on the policy and many more can be covered for an additional premium. Please refer to the policy wording for full details.

What cover for Cancellation/Curtailment do you provide?

The Cancellation/Curtailment cover varies depending on the policy chosen

Standard - No Cancellation/Curtailment Cover

Premier - £1,000 per insured person

Premier Extra  - £3,000 per insured person

Premier Plus - £5,000 per insured person


Single Trip and Annual Cover

Do you cover one way trips?

No - We only cover trips from the UK returning back to the UK.

How do I renew my annual insurance?

We will send you a renewal letter in the post to let you know that your annual travel insurance is about to expire. You can then get a new quote either online or over the phone.

How do I change an existing policy?

If you need to amend your policy because you have noticed a problem or error with your documents, want to amend the name of an insured person, add a new person to the policy, purchase an additional cover option or tell us about a change in your health or medication, please contact us by telephone so we can update our records and arrange to send your amended documentation by post or email.

Can I extend my cover if I decide to stay longer?

It may be possible to extend your policy once you are away but only up to the maximum trip duration that we allow (184 days for single trips and 31 days for annual multi-trips) and providing your insurance has not already expired. We cannot issue a new policy after you've started the trip. If you want extended cover, please call us quoting your policy number.

Am I covered travelling separately on an Annual Multi-Trip policy?

All adults insured on the policy are covered when travelling together or independently. Children are not covered to travel separately from the insured adult.

What is the maximum trip length?

We offer single trip policies up to 184 days duration

We offer Annual Multi-Trip policies cover for 365 days with a maximum of 31 days per trip duration.

What about terrorist incidents, am I covered?

Providing you're not travelling to a country or area that the Foreign, Commonwealth & Development Office (FCDO) recommends you avoid, you are covered for medical expenses and personal possessions but not cancellation. If you're not sure about the situation in the country you're going to please check with the FCDO on 020 7008 1500 or online www.fco.gov.uk. If you are already in a country when the FCDO advice against travel is first announced then the terrorism exclusion would not apply.

Medical Cover for Health Conditions

What is classed as a pre-existing medical condition?

If your answer is "Yes" to one or more of the following questions, then you have a medical condition which needs to be declared to us when applying for cover.

Have YOU or anyone in YOUR party:
a) been prescribed medication (including repeat prescriptions) or received treatment or surgery in the last two years

b) attended a hospital, clinic or GP surgery/specialist as an out-patient or in-patient in the last two years
c) been currently put on a waiting list for treatment or investigation
d) been diagnosed by a medical practitioner as suffering from a terminal illness

Explain in general terms what you will and won't cover in terms of medical conditions

- You must be fit to travel
- You must not travel against the advice of a medical practitioner or with the intention of obtaining medical treatment abroad.
- We will cover you for pre-existing medical conditions you have declared to us and which we have accepted in writing. These medical conditions are set out in the 'Medical Declaration Schedule' please check this schedule with your other policy documents. If the medical details in it are incorrect you must tell us immediately.
- We will not cover you for any pre-existing conditions which do not appear in the "Medical Declaration Schedule"
- We will not cover you if your state of health was worse that you declared to us when you took out the policy.

Can you cover mental health conditions?

We aim to cover mental health conditions from mild depression right through to bipolar disorder or Schizophrenia. Our quotes are subject to a medical screening.

I'm taking medication that controls my condition, So, I no longer have any symptoms. Do I need to declare this?

Yes, because you fall into the medical declaration.

I already have a policy but I've just been diagnosed with a new medical condition, do I have to tell you?

Yes, any changes to your health or medication that occurs before your departure date needs to be declared to us so we can review your cover.

I am currently receiving treatment, will you cover me?

We can consider cover to people whilst they are receiving medical treatment including chemotherapy. We base all our quotes on individual circumstances. However, we cannot cover the actual cost of any on-going treatment that you know you will require during the trip, such as dialysis or the cost of chemotherapy treatment itself. When getting a quote answer the medical screening questions as of today.

My condition has not yet been diagnosed; can I get cover?

We can't cover undiagnosed conditions because we're not certain what we are offering cover for.

I have a very close relative in UK with a medical condition. If they die or fall seriously ill, I would want to cancel or cut short my holiday. Is this covered?

If you have a non-travelling close relative on whose state of health the trip depends i.e. if they were to die or fall seriously ill you would wish to cancel or curtail your trip, you will not be covered for medical conditions existing at the time your policy is purchased. However, subject to the other terms and conditions of the policy, you are covered if the non-travelling relative dies or falls seriously ill due to an accident or medical condition commencing after purchase.

I have a European Health Insurance Card (EHIC); do I still need to buy travel insurance?

Some countries have a reciprocal health care agreement with the UK (e.g. the countries in the EU, Switzerland, Australia and New Zealand).
However, our travel insurance covers many costs that are not covered by reciprocal health agreements, for example, the costs of:
- Repatriation
- Additional accommodation
- A relative or friend to stay behind, or travel from UK, to accompany you home if you are ill.
- Flying over a replacement carer

What's more, the patient may require a contribution to hospital costs and the cost of prescriptions or emergency dental treatment, which are often excluded. Finally, remember that our 24-hour medical emergency service will take over a lot of the stress in dealing with the hospital and liaising with close relatives at home in UK.

If that's the case, should I still apply for the EHIC?

Yes, because we may get a recovery of medical costs from them and if we do we will waive the excess on your medical claim if the amount saved is equal to or exceeds your excess. To apply for an EHIC, visit www.ehic.org.uk

Making a Claim

How do I make a claim?

To make a claim, you can download the relevant claim form from www.travel-claims.net or contact the claims depart on 0203 829 6761

What if I have medical emergency treatment abroad?

If you are hospitalised or have to return home early for medical reasons you MUST contact our 24-hour emergency service on +44(0) 203 829 6684 who are medically trained, multi-lingual and will contact the hospital, discuss your condition with them and where appropriate.

- Guarantee payment to the hospital
- Arrange for flights for you to travel home
- Make additional travel and accommodation arrangements for you and your travelling companions.
- Keep your next of kin at home updated on developments

What if my medication is lost or stolen?

Our policies cover you for the cost of replacing medication that is lost or stolen up to a limit of £300. Simply call the 24-hour emergency service for assistance when abroad.

What if my wheelchair gets damaged or stolen?

You can claim for loss or damage up to £2,500, providing you own it. What's more, we'll pay for hire of another one whilst yours is out of action during your trip. Other mobility aids are covered too, such as motorised wheelchairs, walking frames, walking sticks and crutches. Please call the 24-hour emergency service when abroad.

Can I claim if my airline goes bust?

If you have booked your holiday independently, i.e. not as part of a package holiday, you are covered for this. It covers the insolvency of various companies involved in your trip such as the airline, hotel, car-hire company etc.

Financial failure of the travel agent or tour operator is excluded. However if the travel agent or tour operator is bonded you are likely to receive reimbursement from the bond. If you have booked a package holiday through tour operator or travel agent who is an ABTA member or has an ATOL licence, please contact them directly. For full details of terms, conditions and exclusions under travel insurance policy please see section 15.

How much excess do I have to pay?

These vary according to which cover plan you chose (Standard, Premier, Premier Extra or Premier Plus). Please view our benefits summary or if you have already purchased a policy, see your Schedule of Cover and Limits.