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Frequently asked questions

Buying a policy

  • What type of policies do you sell?
    We sell a range of policies, designed to cater for your needs and which can include a number of additional activities and extensions - see our product descriptions page for more details.
  • Can I buy a policy without using the internet?
    You can also call us on 0845 345 3456 to speak to our sales team.
  • I live outside of the UK; can I still buy a policy?
    Our travel insurance is only available to EU residents. If you have any doubt about your eligibility – please call us on 0845 345 3456 to speak to our sales team.
  • Can I save my quote?
    Yes, your saved quote will remain valid for 31 days.
  • I’ve discovered that the policy isn’t what I want, can I cancel it?
    You have a 14 day cooling off period from the date you buy the Policy to cancel and receive a full refund.
  • Can I print off my policy document from the internet?
    Yes, we will send you an email with your Policy document when you have completed your purchase. You can also print off PDF versions from the website. We always recommend that you read your Policy document in full to make sure you are happy with the cover.
  • Can I request a copy of the Policy booklet?
    Yes, we can send you a printed compact booklet for a small fee. We always recommend that you read your Policy document in full to make sure you are happy with the cover.
  • Do I need to take my Policy document on holiday with me?
    We would always recommend you have your Policy document with you as it contains all the information you may need. Alternatively, you can take our website address and your login details with you to access your information online whilst abroad.
  • Can I make changes to my Policy after buying it?
    Yes, you can extend and update your Policy online by logging in and selecting to amend your existing policy. You may also call us on 0845 345 3456 to speak to our sales team.
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Health information

  • Do I have to tell you about my medical conditions?
    You must read the Important declaration and if you or any other person insured on the policy have any pre-existing medical conditions or material facts to disclose, you must contact Healthcheck on 0845 345 3456 . You need to have the permission of anyone you will be telling us about to discuss their medical conditions. Failure to do so may invalidate your policy cover.
  • Do I need to consider any one else’s medical conditions?
    You need to tell us about anyone else who may affect your travel arrangements – i.e. immediate family and anyone you are visiting or travelling with. You must contact Healthcheck on 0845 345 3456 . Failure to do so may invalidate any cancellation or curtailment claim.
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Obtaining help whilst abroad

  • What do I do if I need medical help abroad? What should I do first?
    If you require medical assistance whilst abroad you must contact the emergency assistance company first as they will make the arrangements for you. Do not try to find your own solutions. Failure to contact the emergency assistance company may invalidate your claim. Their contact details can be found under Help Assistance numbers.
  • I have to curtail my holiday – what should I do?
    If you have to return early from your trip due to medical or any other reason, you must contact the emergency assistance company first as they will make the arrangements for you. Do not try to find your own solutions. Failure to contact the emergency assistance company may invalidate your claim. Their contact details can be found under Help Assistance numbers.
  • Should I make my own doctors appointment or flight or other transport arrangements?
    You must always contact the emergency assistance company first as they will make the arrangements for you. Do not try to find your own solutions. Failure to contact the emergency assistance company may invalidate your claim. Their contact details can be found under Help Assistance numbers.
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Sporting and adventure activities

  • How do I find out if an activity is covered under my standard policy?
    We cover a number of activities as standard. Check our activities page to see which are covered.
  • Can I buy specific cover for a specific activity if it is not covered as standard?
    We cover a large number of activities. You can add a specific activity to your standard cover for an additional premium – see our activities page for the full range.
  • I’m planning to do a number of activities whilst on holiday, can you cover them as a group?
    We offer a number of policy extensions with a range of adventure activities in handy groups for an additional premium – see our extensions page for more information.
  • What if I make activity arrangements after I have bought my policy?
    You can add our activities or extensions at any time during your policy period, even up to the day before you do your activity. Add online or call us on 0845 345 3456 to speak to our sales team.
  • I want to take some sports equipment on holiday. Would it be covered if it gets stolen?
    Sports equipment is excluded from the standard policy, however it can be added as an extension. See our extensions page for more information.
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General

  • I have a Worldwide policy, does this mean that I am covered for all areas?
    The policy does not cover areas where the Foreign and Commonwealth Office (FCO) has advised against all travel. You should check with the FCO on 020 7008 0232 or www.fco.gov.uk
  • Who has underwritten this policy and are they subject to any regulation?
    The policy is underwritten by International Insurance Company of Hannover Limited except for Section K (Legal expenses) which is underwritten by DAS Legal Expenses Insurance Company Limited. Both insurers are authorised and regulated by the Financial Services Authority (FSA). This can be checked on the FSA’s website at www.fsa.gov.uk/register or by contacting them on 0845 606 1234.
  • Am I protected if International Insurance Company of Hannover runs into financial difficulties?
    Your policy is covered by the Financial Services Compensation Scheme (FSCS). You may be able to get money from the scheme if we are unable to meet our financial responsibilities.
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Claims

  • I wish to make a claim, what do I do?
    If you wish to make a claim, please contact Claims Settlement Agencies Limited on 0844 826 2644 to obtain a claim form.
  • Do I need to keep all my receipts?
    Make sure you obtain all original documentation as you may need these to substantiate your claim.
  • Do I need to do anything else?
    We recommend that your read the appropriate section in your policy as you may need to fulfil other conditions as part of a claim, such as obtain a police report.
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Complaints

  • I’m having problems with my claim, who do I speak to?
    If you are unhappy with the way in which a claim has been handled you should contact the Claims Director at Claims Settlement Agencies on 0844 826 2644 quoting your claim reference number.
  • My problem is not with a claim, who should I contact?
    If your complaint is about something other than a claim, please contact our Customer Services Manager on 0845 345 3456. We will try to resolve your complaint as soon as possible, but if we are unable to do so we will acknowledge your letter within 5 working days of receiving it.
  • My complaint still hasn’t been resolved, is there anyone else I can speak to?
    Should we be unable to resolve our differences you can write to the Insurer at: The Customer Care Department, Campbell Irvine Limited, 48 Earls Court Road, Kensington, London W8 6EJ.
  • I’m still not happy with the outcome; can I go to the Financial Ombudsman Service?
    Should you still be dissatisfied you will receive a ‘final response’ letter which means that you may then take your complaint to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
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