FREQUENTLY ASKED QUESTIONS
Single Trip
You must be: 75 years or under on the date you purchase your policy.
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.
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.
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.
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 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).
Cover for Winter Sports can be included for an additional premium.
You will be covered for the following activities:
- Biathlon
- On-piste Cross country/big foot skiing (if off-piste must be accompanied by a guide or instructor and provided you are not skiing against local recommendations or where avalanche warnings have been given).
- Dry slope skiing
- Glacier walking (accompanied by a qualified guide)
- Ice skating
- Indoor skiing/snowboarding
- Kick sledging
- Husky sledge driving/passenger (no racing or mushing).
- Ice windsurfing
- Snow biking/go karting Snow mobiling/scooting (guided tours only).
- Ski biking/ski-dooing
- On-piste Skiing/mono-skiing/ski boarding (if off-piste must be accompanied by a guide or instructor and provided you are not skiing against local recommendations or where avalanche warnings have been given).
- Ski run walking
- Sledging (including sledging as a passenger pulled by horse, dog or reindeer).
- Sleigh rides (as a passenger).
- Snow blading
- On-piste Snow boarding (if off-piste must be accompanied by a guide or instructor and provided you are not skiing against local recommendations or where avalanche warnings have been given).
- Snow bobbing
- Snow shoe walking
- Snow tubing
- Telemarking
- Tobogganing
- Winter Walking (using crampons and ice picks only - up to 3,000 metres altitude).
However, please note that there is no cover under Cover Section H - Personal Liability for any claim resulting from your participation in the following activities:
- Husky sledge driving/passenger
- Ice windsurfing
- Snow biking/go karting
- Snow mobiling/scooting
- Ski biking/ski-dooing
PLEASE NOTE
There is no cover for:
- Off-piste Skiing/Snowboarding without a guide or instructor
- Skiing/Snowboarding against local authoritative recommendations, warnings or advice
- Alpine skiing
- Bobbing
- Free-style skiing
- Glacier skiing
- Ice climbing
- Ice hockey
- Heli-skiing
- Ski acrobatics Ski flying
- Skyjumping
- Ski mountaineering
- Snowcat skiing
- Ski-stunting
- Snow carting or the use of Bob sleighs
- Luges or Skeletons or any Competitive skiing.
IMPORTANT INFORMATION
Cover will only be provided for any activity you undertake during your trip where the following requirements are met: Any individual, company or other organisation used in connection with undertaking the activity must:
- be licensed, experienced and qualified in their field and offering controlled/organised activities; and
- (where appropriate) must ensure that unless you have an appropriate license, you are only participating in the activity as a passenger; and
- provide you with clear instructions on how to operate any equipment or undertake the activity safely; and
- provide you with safety equipment and ensure that this is worn in accordance with any operator and/or manufacturer guidelines; and
- provide ongoing instruction and/or guidance throughout the period of the activity which could include an instructor or guide in order for the activity to be undertaken safely.
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
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.
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 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).
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
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 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).
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).
You will be covered for the following activities:
- Biathlon
- On-piste Cross country/big foot skiing (if off-piste must be accompanied by a guide or instructor and provided you are not skiing against local recommendations or where avalanche warnings have been given).
- Dry slope skiing
- Glacier walking (accompanied by a qualified guide)
- Ice skating
- Indoor skiing/snowboarding
- Kick sledging
- Husky sledge driving/passenger (no racing or mushing).
- Ice windsurfing
- Snow biking/go karting Snow mobiling/scooting (guided tours only).
- Ski biking/ski-dooing
- On-piste Skiing/mono-skiing/ski boarding (if off-piste must be accompanied by a guide or instructor and provided you are not skiing against local recommendations or where avalanche warnings have been given).
- Ski run walking
- Sledging (including sledging as a passenger pulled by horse, dog or reindeer).
- Sleigh rides (as a passenger).
- Snow blading
- On-piste Snow boarding (if off-piste must be accompanied by a guide or instructor and provided you are not skiing against local recommendations or where avalanche warnings have been given).
- Snow bobbing
- Snow shoe walking
- Snow tubing
- Telemarking
- Tobogganing
- Winter Walking (using crampons and ice picks only - up to 3,000 metres altitude).
However, please note that there is no cover under Cover Section H - Personal Liability for any claim resulting from your participation in the following activities:
- Husky sledge driving/passenger
- Ice windsurfing
- Snow biking/go karting
- Snow mobiling/scooting
- Ski biking/ski-dooing
PLEASE NOTE
There is no cover for:
- Off-piste Skiing/Snowboarding without a guide or instructor
- Skiing/Snowboarding against local authoritative recommendations, warnings or advice
- Alpine skiing
- Bobbing
- Free-style skiing
- Glacier skiing
- Ice climbing
- Ice hockey
- Heli-skiing
- Ski acrobatics Ski flying
- Skyjumping
- Ski mountaineering
- Snowcat skiing
- Ski-stunting
- Snow carting or the use of Bob sleighs
- Luges or Skeletons or any Competitive skiing.
IMPORTANT INFORMATION
Cover will only be provided for any activity you undertake during your trip where the following requirements are met: Any individual, company or other organisation used in connection with undertaking the activity must:
- be licensed, experienced and qualified in their field and offering controlled/organised activities; and
- (where appropriate) must ensure that unless you have an appropriate license, you are only participating in the activity as a passenger; and
- provide you with clear instructions on how to operate any equipment or undertake the activity safely; and
- provide you with safety equipment and ensure that this is worn in accordance with any operator and/or manufacturer guidelines; and
- provide ongoing instruction and/or guidance throughout the period of the activity which could include an instructor or guide in order for the activity to be undertaken safely.
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.
Policy Options
For a single additional premium you can have the excess removed from your policy. This option is available during the quote process. Some sections such as Gadget cover will still require an excess payment.
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 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. £2,000 Premier cover or £3,000 Premier Plus cover 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.
Please refer to the Insurance Policy.
You are covered for Section B1 - Emergency Medical & Associated Expenses or Section P – Cruise Cover (Event D – Additional Emergency Medical Assistance and Expenses) providing:
- the act of terrorism is not of a nuclear nature; and
- at the time of travel you are not travelling to a country or area that the Foreign, Commonwealth & Development Office lists as a place which they either advise against all travel to, or all travel on holiday.
Medical Assistance
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) 203 869 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 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, 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
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.
We aim to provide a first class claims service and respond within 5 working days of receipt of correspondence.
Buying Online
You must be aged:
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.
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 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).
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).
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.
No, we are unable to extend cover beyond the maximum duration limit.
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).
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: Off-piste Skiing/Snowboarding without a guide or instructor, Skiing/Snowboarding against local authoritative recommendations, warnings or advice, Alpine skiing, Bobbing, Free-style skiing, Glacier skiing, Ice climbing, Ice hockey, Heli-skiing, Ski acrobatics, Ski flying, Ski jumping, Ski mountaineering, Snowcat skiing, Ski-stunting, Snow carting or the use of Bob sleighs, Luges or Skeletons or any Competitive skiing.
IMPORTANT INFORMATION
Cover will only be provided for any activity you undertake during your trip where the following requirements are met:
Any individual, company or other organisation used in connection with undertaking the activity must:
- Be licensed, experienced and qualified in their field and offering controlled/organised activities; and
- (where appropriate) must ensure that unless you have an appropriate license, you are only participating in the activity as a passenger; and
- provide you with clear instructions on how to operate any equipment or undertake the activity safely; and
- provide you with safety equipment and ensure that this is worn in accordance with any operator and/or manufacturer guidelines; and
- provide ongoing instruction and/or guidance throughout the period of the activity which could include an instructor or guide in order for the activity to be undertaken safely.
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.
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.
General
To be eligible for Travel Plus all people to be insured must be residents of the United Kingdom, the Channel Islands, the Isle of Man, or members of the British Armed Forces.
Cover is only available to any persons who are aged 75 or under on the date you purchase your policy.
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 from other adult insured persons. 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.
Cover Sections A-M and Cover Sections O & P
These sections of the insurance are 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.
Cover Section N – Gadget Cover
This section of the insurance is administered by Bastion Insurance Services Ltd and underwritten 100% by Collinson Insurance. Collinson Insurance (a trading name of Astrenska Insurance Limited) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the United Kingdom, under Firm Reference Number 202846.
Please see the Insurance Policy for full Insurer details.
If travel to a specific country or to an area where the Foreign, Commonwealth & Development Office (FCDO) advised against all travel at the time you purchased your policy or booked your trip (whichever is later)
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 from other adult insured persons. 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.
The EHIC allows you to access state provided healthcare in all European Economic Area (EEA) countries and Switzerland. Your EHIC will be accepted for the remainder of its validity.
From 4th January 2021, if you do not have a valid EHIC you will need to apply for a GHIC but please be aware that the GHIC does not cover Switzerland, Iceland, Liechtenstein or Norway. For more information or to apply for your GHIC: online at www.dh.gov.uk/travellers or by telephoning 0845 606 2030.
Presenting your EHIC/GHIC at a public medical facility will allow you to obtain treatment at a reduced cost and in many cases free of charge, provided you are a UK resident (please note if you reside in the Isle of Man or the Channel Islands you are not eligible for an EHIC/GHIC). You must carry it with you when travelling abroad.
Remember to check your EHIC/GHIC is still valid before you travel.
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.
Yes, if you are going on a cruise and you have purchased an Annual Multi-trip policy you will automatically receive the cover under Section P – Cruise Cover. If you have purchased a Single Trip policy and wish to receive the cover provided under Section P – Cruise Cover you will need to pay an additional premium and this cover will be shown as included on your Policy Schedule.
Cruise: means a voyage of more than 72 hours in duration on a ship/vessel, that includes stopping at various ports. No cover is provided for Cargo or Container ship travel.
*When on-shore or following medical ship to shore repatriation, normal policy terms will apply.
Please read the Insurance Policy for full details of the cover and policy limits provided.
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 or leased as new or refurbished items purchased with a minimum of 12 months warranty. Please note no cover provided under this policy for drones and wearables.
Gadgets should not be more than 48 months old and for laptops should be less than 18 months old, at the start date of your trip.
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.
Cover Sections A-M and Cover Sections O & P
If you do wish to complain, please note the 3 steps below, along with the relevant contact details for each step. Please take special note however that 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:
In the first instance, if your complaint does not relate to a claim please direct it to:
PJ Hayman & Company Limited, Stansted House, Rowlands Castle, Hampshire PO9 6DX
Tel: 02392 419 833 (this is a basic rate number)
Email: customerservices@pjhayman.com
If your complaint does relate to a claim, please direct it to:
Roger Rich & Company
2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire OX7 5SR
Tel: 01608 641 351 (this is a basic rate number)
Email: enquiries@rogerrich.co.uk
Step 2:
Should you remain dissatisfied with the outcome of your complaint from PJ Hayman & Company Limited or Roger Rich & Company 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/
Cover Section N - Gadget Cover only
Please contact:
Claims Administrators, Customer Relations, Davies Group Unit 8, Caxton Road, Fulwood, Preston PR2 9NZ
Tel: 0345 074 4788
Email: gadgetclaims@davies-group.com
If after making a complaint you are still not satisfied you may be entitled to refer the dispute to the Financial Ombudsman Service (FOS):
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
Coronavirus Protection
Cover is provided under Section B1 - Emergency Medical & Associated Expenses or Section D - Curtailment/Loss of Holiday or Section P – Cruise Cover (Event D – Additional Emergency Medical Assistance and Expenses).
We will also provide cover under Section A - Cancellation if you are forced to cancel your trip before the start date because you became ill with an infectious or contagious disease, including contracting Coronavirus.
Please read the information contained under "Coronavirus cover" towards the end of Section A - Cancellation and Section D - Curtailment/Loss of Holiday for full details of the cover provided under these sections of cover please see your Policy Document.
If you become ill following a positive diagnosis of Coronavirus and you are forced to cancel your trip, the insurance provides cover for any unrecoverable costs if you are unable to travel to or enter any country because you have tested positive for Coronavirus and are unable to demonstrate that you are symptom free or have tested negative for Coronavirus. This cover is only provided where you were travelling to a country which requires evidence of a negative test for Coronavirus prior to travelling to or entering the country.
There is no cover under this insurance:
• For unrecoverable costs unless you provide evidence that you have been unable to travel to or enter any country because you have tested positive for Coronavirus.
You must provide the result of a test carried out by a testing provider who has self-certified as meeting the UK Government's minimum standards for general population testing services.
You can find a list of such providers at: https://www.gov.uk/government/publications/list-of-private-providers-of-coronavirus- testing/
• For any unrecoverable costs if you are unable to provide evidence from a doctor confirming that you have contracted Coronavirus;
• If you cancelled your trip because:
- you chose to quarantine or isolate as a result of exposure to an infectious or contagious disease including Coronavirus; or
- you simply did not want to travel or had a fear of travelling.
If at any time during your trip, you become ill following a positive diagnosis of Coronavirus and you are forced to curtail your trip before completion, the insurance provides cover for any unrecoverable costs, any other pre-paid charges which you have paid or are contracted to pay, and any additional travel expenses incurred.
There is no cover under this insurance for any unrecoverable costs, any other pre-paid charges which you have paid or are contracted to pay, and any additional travel expenses incurred, if you are unable to provide evidence from a doctor confirming that you have contracted Coronavirus.