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Frequently asked questions

Buying a policy

  • What type of policies do you sell?
    We have policies that cover all ages and most types of adventure activities. If you can't find the policy that you need, just contact us and we would be pleased to help.
  • Can I buy a policy without using the internet?
    Yes, just give tagdirect a call on 020 3794 2954.
  • I live outside of the UK; can I still buy a policy?
    Our policies cover residents of the UK; however we can sometimes provide cover beyond this. Call us on 020 3794 2954 and we would be pleased to help.
  • 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. 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 020 3794 2954 to speak to our sales team.

Health information

  • Do I have to tell you about my medical conditions?
    You must read the Important declaration and if either you, anyone else insured under the policy, a Close Relative or anyone else on whom your trip depends has a pre-existing medical condition you must contact Healthcheck on 0203 829 6637 to make a medical declaration.
  • Will I have to pay an additional premium?
    Depending on your medical circumstances, an additional premium may be required in order to cover your pre-existing conditions. Paying this additional premium is entirely optional and you can choose simply to exclude cover for your medical conditions.
  • Do I have to tell you about medical conditions for my parents even though they are not travelling?
    You must make a medical declaration for any Close Relatives such as parents or brothers/sisters, or anyone else on whose health your trip depends. If you are unsure, please contact Healthcheck on 0203 829 6637 and they would be pleased to assist.

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.
  • 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.
  • 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.

Sporting and adventure activities

  • Can I buy specific cover for a specific activity if it is not covered as standard?
    Yes, we can cover a broad range of activities. Just give tagdirect a call on 020 3794 2954 and we can arrange suitable cover.
  • I'm going to be doing some pretty adventurous stuff, are you sure you can cover it?
    Yes, as an example we can cover white water rafting up to grade 5, trekking with no altitude limit, even mountaineering and expeditions. If you can't see the activity you need, just call tagdirect on 020 3794 2954 as we can usually cover it.

General

  • I want to travel to an area where the FCO has issued a travel warning, am I covered?
    The policy excludes cover for travel to areas where the FCO has advised against all travel. Where the FCO has advised against all but essential travel, cover can usually be provided but would exclude the reasons why the FCO is advising against travel. If you are unsure, please contact tagdirect on 020 3794 2954.
  • Who has underwritten this policy?
    We work with a range of underwriters and full details of them and their regulator can be found in the policy wording.
  • Am I protected if the Insurer runs into financial difficulties?
    Yes, the underwriters that we currently work with are covered by the Financial Services Compensation Scheme (FSCS). You can check this in the policy wording which details the insurer.

Claims

  • I wish to make a claim, what do I do?
    If you wish to make a claim, please refer to the Claims Advice section at the back of your policy wording.
  • 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.

Complaints

  • I’m having problems with my claim, who do I speak to?
    If you are unhappy with the way in which your claim has been handled you should contact the claims director at the address listed under the claims advice section in your policy wording.
  • 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 020 3794 2954. 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 address listed in the complaints procedure of your policy wording.
  • 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 then have six months to take your complaint to the Financial Ombudsman Service who can be contacted at South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

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