Frequently Asked Questions

General Policy Questions

Do you cover non UK residents?

This policy is only available to you if you permanently reside in the United Kingdom, Channel Islands or the Isle of Man and registered with a medical practitioner where you reside.

Do you charge for sending documents by post?

We will send your policy documents by email. However if you wish to also receive the documents by post there is a small handling charge.

What is a policy Excess?

A policy excess is the first amount you and each person named on the insurance policy will need to pay in the event of a claim.

What is an excess waiver?

This is an additional fee that you can add to your insurance premium to reduce your excess to nil in the event of a claim.

What is a Double Excess?

This is where all excesses specified on the policy are doubled per insured person. Choosing a double excess will decrease your premium slightly, but in the event of a claim, will become a more costly process.

What does cancellation, curtailment and trip interruption mean?

Subject to the terms of your policy and you have the appropriate cover, you can claim if have to cancel your trip, cut it short or return home for specified reasons within the policy. 

What are the terms and conditions?

Terms and conditions are just another expression for your policy wording, which you must read through carefully as it sets out the cover that you have purchased.

What are my cancellation rights?

You have 14 days ‘cooling off’ period, during which time you can cancel the policy and receive a refund of your premium provided you have not already made a claim, there is no pending claim and you have not already travelled.

How often can I travel on an Annual Multi Trip policy?

The policy lasts for the complete 12 months, and you can take as many trips/holidays as you wish throughout the year providing you don't travel for more than 31, 45, 62 or 92 days at a time dependent on the premium you have paid.

What is the difference between Economy, Standard and Premier Cover?

These are the different levels of cover offered under this policy. Economy offers the least cover, with the highest excess for the cheapest premium. Standard offers a wider range of cover at higher levels with a reasonable excess and is priced reasonably. Premier cover provides the widest range of cover and the highest levels of protection for you and requires you to pay the least amount of excess. As a result Premier cover is the more expensive choice.

What are the age limits on your policies?

• Single Trip - 79 years at time of purchasing your insurance
• Annual Multi Trip - 79 years at time of purchasing your insurance
• Extended Stay - 45 years at time of purchasing your insurance
• Winter Sports - 64 years at time of purchasing your insurance

Do you offer cover for over 65s?

Yes we do. The maximum age for taking this policy out is 79 at the commencement of the policy for both single trips and annual multi trips.

What credit/debit cards do you accept?

We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron and Delta. We are currently not able to accept American Express.

Can I pay by cheque?

We are only able to accept cheques for policies over the value of £100. The policy will be set up when the cheque has been cleared through our bank.

Are my glasses covered?

Yes, there is cover for glasses on our policies, they are included as valuables. However, the maximum amount that will be paid for sunglasses or prescription glasses of any kind is £150.

Can I upgrade a policy once issued?

Yes, this is possible subject to no claims pending. If for instance, you have an Annual policy for 31 days per trip and you wish to upgrade to 62 days per trip, you would be asked to pay the price difference plus a service charge. Call us on 0844 482 8488. You cannot upgrade to an excess waiver once the policy has started. All other upgrades are available.

Can I change my policy?

We can change your policy within 14 days of purchase, after this you will only be able to make administration changes such as departure / return dates, extend the policy to cover Special Sports & Activities or upgrade the benefit levels within the policy. Please contact Teletext Travel Insurance on 0844 482 8488. You cannot upgrade to excess waiver once the policy has started. All other upgrades are available.

What do I need to take with me on holiday regarding my travel insurance?

We always advise you to travel with your travel insurance certificate, and a copy of the policy wording as these will contain important numbers that you may require whilst overseas. Should you need need help or assistance then you will also need to quote the scheme reference 03943A.

Medical

What is a pre-existing medical condition?

Any past or current medical condition that has given rise to symptoms or for which any form of treatment or prescribed medication, medical consultation, investigation or follow-up/check-up has been required or received 24 months prior to starting your insurance policy.  It also includes any cardiovascular or circulatory condition that has occurred at any time prior to the commencement of cover under this policy and/or prior to any trip.

Am I covered if I am pregnant?

Yes, provided you have had no complications.  However, as is consistent with the treatment of all pre-existing medical conditions under the policy, the policy does not intend to cover the normal costs or losses otherwise associated with pregnancy (including multiple pregnancy) or childbirth. This includes, but is not limited to, delivery by caesarean section or any other medically or surgically assisted delivery which does not cause medical complications. The policy does, however, cover you should complications arise with your pregnancy due to accidental bodily injury or unexpected illness which occurs while on your trip. If however, you buy a holiday and later find out you are pregnant and your due date coincides with flights the policy will not cover you if you are advised not to travel.

What do I do if I need medical assistance when travelling?

Please notify your underwriter (Fortis) immediately about any serious illness or accident abroad where you have to go into hospital or you may have to return home early or extend your stay (You should first check that the circumstances are covered by Your policy). Please contact Fortis on the number shown below, giving Your name and Certificate number, please also provide a telephone, fax or telex number where Fortis can contact You or leave messages at any time of the day or night.

To comply with the terms and conditions of the insurance you MUST contact Fortis as soon as possible. If you have treatment as an outpatient you must get a medical certificate showing the nature of the injury/illness and keep any original bills, which you have paid. You can submit a claim for these expenses on your return to the UK (please refer to "How do I make a claim?").

What vaccinations will I need?

That will depend entirely on where you are going and for how long. For the best advice please contact your Doctor who will advise what you need and when. 

In the event of a claim

How do I make a claim?

Please telephone our claims helpline on Tel: 0844 412 4296 quoting 03943A/Teletext Insurefor

All claims MUST be made within 45 days of your return date.

When you contact us please ensure that you have the following information available to you as we will require it to process your claim:

• Master policy reference of 03943A
• Your policy number
• Date of purchase of your policy
• Travel itinerary
• Country and resort you visited or intended to visit
• Actual or intended travel dates
• Incident date
• Brief circumstances of your claim
• Value of your claim

Please note that your claim may be delayed if you are unable to provide the above information.  Please see our claims section for further information regarding the 24 Hour Emergency Assistance Service.

What happens if my bag is stolen with all my travel documents and money whilst I am travelling?

You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report. These reports are the only proof that the loss/theft did actually occur. Without them the underwriter cannot make any payment to you. If you leave luggage and personal items unattended in a public place then the underwriter cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.

Travelling as a family

How many children can I insure on a family policy?

Up to two (2) adults and four (4) dependent children under the age of 18.

Can we travel independently on our Couple/Family travel insurance policy?

No you must be travelling as part of a family group.

Winter Sports

What age can I get winter sports cover up to?

Provided you are 64 or under, you can purchase our Winter Sports upgrade.

Am I covered for off-piste skiing?

Yes in areas that are designated safe by resort management.

What winter sports am I covered for if I pay the additional premium?

Nordic Skiing (guided), mono skiing, off-piste skiing or snowboarding (in areas designated by resort management), recreational racing, skiing, snowboarding and sledging.

How long does winter sports cover me for on an annual policy?

If you have purchased an annual multi trip policy, standard winter sports cover is provided up to a maximum of 17 days on payment of the appropriate additional premium.

Do you take wear and tear of my ski/snowboard equipment into account?

• Up to 1 year old - 90% of purchase price
• Up to 2 years old - 70% of purchase price
• Up to 3 years old - 50% of purchase price
• Up to 4 years old - 30% of purchase price
• Up to 5 years old - 20% of purchase price
• Over 5 years old - No cover provided

Am I covered if my skis/snowboard goes missing in transit?

Yes provided you have paid the additional winter sports premium, up to the amount outlined in your policy wording.

Am I covered for piste closure, avalanche or landslide and loss or theft of my ski pass?

Yes provided you have paid the additional winter sports premium, to the amounts outlined in your policy wording.

Golf

Are my golf clubs covered?

Providing you have bought the additional golf cover upgrade, your golf clubs are covered up to a maximum of £1500, with £500 single article limit depending on which policy you have taken out. 

What do you describe golf equipment to be?

Golf Clubs, Golf Bags, Golf Shoes, Golf Trolley owned or hired by you.

Business Cover

How long can I get business cover for?

Providing you have paid the additional premium, cover is available for up to 31 days.  It is NOT available on economy or extended stay policies. 

What do you define as business equipment?

This relates to communication devices and other business related equipment that is carried by you in the course of your business.  It incorporates business goods or samples, presentation materials, packaging/cases, technical materials/equipment directly associated with your trade or profession. 

Sporting activities

Am I covered for Scuba Diving?

Yes, within your normal policy you are covered for scuba diving to 30 metres within organiser’s guidelines.  You can also upgrade your policy for a small premium to include scuba diving to between 30 and 50 metres within organiser’s guidelines.

What sports activities are covered at no extra premium?