Please see below a list of changes we have made to our policies, which may affect returning customers when buying future policies.
January 2022 Changes
Insurer Update
All Insurancewith and Insurancewith Partnerships policies issued/sold on and after the 6th January 2022 will be Insured by Collinson Insurance. Collinson Insurance is a trading name of Astrenska Insurance Limited who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Their Financial Services Register Number is 202846. These details can be checked on the Financial Services Register at: www.fca.org.uk
End Supplier Sections of Cover Only
If the policy you choose has End Supplier Cover included, these sections of cover are provided by International Passenger Protection Limited, IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR, United Kingdom and is underwritten by Liberty Mutual Insurance Europe SE (The Insurer). The Insurer is authorised and regulated by the Luxembourg Minister of Finance and the Commissariat aux Assurances. Deemed authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority (registered number 829959). 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 www.fca.org.uk
Policy and Product Updates:
Cancelling or Amending your policy
Please tell us as soon as you are aware that your policy does not meet your needs. If you cancel within 14 days of the receipt of your documentation. If you have not started a trip, made a claim, or intend to make a claim, we will give you a full refund. If you cancel outside of the 14-day cooling-off period, no premium will be refunded.
However, discretion may be exercised in exceptional circumstances to provide a refund for unused cover, those exceptional circumstances being bereavement or an unexpected change to your policy resulting in us being unable to continue covering you. The unused premium will be calculated on a sliding scale basis as follows:
Single Trip Policies Before Travel
75% refund
No refund can be given once a trip has started.
Annual Multi Trip Policies
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Policy Extensions Available
The following upgrades are available to be purchased for an additional premium:
Cruise Extension (Single Trip and Multi Trip Policies Only)
Golf Extension
COVID-19 Extension
Large Scale Events Extension
Rehabilitation Extension
Excess Waiver
Depreciation/Wear and Tear Scale for Personal Belongings
Age of Property
Clothing and Personal Effects
Jewellery
Electronic Equipment
Cosmetics, Toiletries & Perfumes
Gadgets
Winter Sports and Golf Equipment
0-1 Month
0%
0%
0%
50%
0%
5%
1-6 Months
5%
0%
5%
50%
5%
10%
6-12 Months
10%
0%
10%
50%
10%
15%
1-2 Years
15%
5%
20%
60%
20%
35%
2-3 Years
20%
10%
30%
70%
30%
55%
3-4 Years
25%
15%
40%
80%
40%
70%
4-5 Years
30%
20%
50%
90%
50%
80%
6 Years +
40%
25%
60%
95%
60%
100%
Gadget Cover
With the new insurer comes a new approach to gadget cover. On Insurancewith and Insurancewith Partnerships, we will not have an option to add gadget cover, but it will be built into certain schemes as standard. Please see cover grids and policy wordings for more information.
Previously the gadget cover was on a ‘repair’ cover concept, whereas now the cover will simply pay out for the cost of a replacement item up to the limit on the policy much like the other personal possession sections of cover.
There is no longer cover available for the cost of Unauthorised Calls and Data Download.
Gadget Claims will now be handled by the Insurer in the same way that all other claims will be.
Gadget Definition Update
Gadget are now defined as:
Mobile/smart phones, tablets, laptops, computers, smart watches, games consoles (including handheld consoles), wearable activity trackers, including any accessory items, and drones.
Sports and Activities
As of launch, we will be changing the way we approach activities and activity packs. The new insurer has given us a new standard list of activities which don’t require any additional premium to be covered.
The standard list is much larger than it was before and covers many more high risk activities such as sky diving!
This will apply to all standard Single Trip, Multi Trip and Backpacker Longstay Policies.
The Winter Sports scheme will have the same activities covered as standard but with the addition of a long list of winter activities included as well.
This additional excess will still apply if an excess waiver has been purchased but it will not be applied to claims of less than £500. Only the standard excess will apply in these scenarios.
Specific Section Updates
Cancelling Your Trip – If you are unable to go on your trip
Cover being added:
If a medical practitioner advises against travel due to your or your travelling companions underlying health conditions, including pregnancy.
If you discover that you or your travelling companion are pregnant after the date you bought this policy or after the date the trip was booked (whichever you did last). The booked return date must be within 12 weeks, (16 weeks for a multiple birth), of the expected date of delivery.
If your travel documents are stolen within 7 days of the start of your trip, and you are unable to replace them before departure.
If you are confirmed unable to participate in a pre-planned and pre-paid activity by a medical practitioner, provided the activity is the main purpose of your trip.
Policy Extensions Available on this section:
COVID-19 Extension
Large Scale Events Extension
Cover being removed:
If there is a change in FCDO advice due to fire, earthquake, storm, flood, riot or civil unrest.
If you, anyone insured on this policy, or a household member had to isolate at home due to Covid-19.
Delay and Abandonment – If you are delayed and If you decide to abandon your trip
Cover being added:
Delays and abandonment caused by:
Industrial action.
Bad weather not including anything listed as a natural catastrophe.
Technical fault of transportation including bird strikes.
Shortage of crew.
Delays will now be covered on the outbound and inbound leg on your trip.
Policy Extensions Available on this section:
COVID-19 Extension
Large Scale Events Extension
Cover being removed:
Previously we did not have specified reasons for delay.
No cover available for UK trips.
Missed Departure from the UK – If you miss your departure
Cover being added:
Missed Departure from the UK caused by:
Delay or cancellation of public transport due to:
Industrial action
Bad weather not including anything listed as a natural catastrophe
Technical fault of transportation including bird strikes
Shortage of crew
The vehicle you are travelling in is involved in an accident, breaks down, is delayed by an incident that causes traffic jams or road closures.
The flight you are travelling on is
Policy Extensions Available on this section:
COVID-19 Extension
Large Scale Events Extension
Cover being removed:
Missed departure caused by closure of airspace.
Missed Departure Outside the UK – If you miss your departure and If you miss your connection
Cover being added:
Missed Departure and Missed Connection Outside the UK caused by:
Delay or cancellation of public transport due to:
Industrial action
Bad weather not including anything listed as a natural catastrophe
Mechanical fault of transportation including bird strikes
Shortage of crew
The vehicle you are travelling in is involved in an accident, breaks down, is delayed by an incident that causes traffic jams or road closures.
Your flight being diverted.
Travel documents are lost or stolen whilst you are outside the UK.
We now also be able to cover you for the costs of essential prescription medication when your supply runs out under this section.
Policy Extensions Available on this section:
COVID-19 Extension
Large Scale Events Extension
Cover being removed:
Missed departure and connection caused by closure of airspace.
Substitute Accommodation – If a major incident happens while you are away
Cover being added:
This section covers additional accommodation costs if you are forced to move from your pre-booked accommodation and into an alternative at the same destination. Your original accommodation must be uninhabitable for a reason listed below for at least 24 hours. We will pay up to the sum insured for the same standard of accommodation as you originally booked when yourtravel provider does not supply an alternative.
An outbreak of food poisoning at your accommodation that forces it to close.
Fire or storm damage (not listed as a natural catastrophe).
The following key services not being provided at your booked accommodation; electricity, water (including no hot water), insufficient hotel staff available due to industrial action.
Cover is also provided for the emergency replenishment of prescription medication, up to a maximum of £150, if you are unable to access yourprescription medication due to a problem with your trip accommodation.
Policy Extensions Available on this section:
COVID-19 Extension
Large Scale Events Extension
Cutting Short Your Trip – If you have to cut short your trip
Cover being added:
Cover in the event of death, injury, or serious illness of:
A travelling companions close relative
Someone you are staying with
Cover in the event of a positive diagnosis of COVID-19, the death or hospitalisation of:
A travelling companion
Someone you are staying with
Policy Extensions Available on this section:
COVID-19 Extension
Large Scale Events Extension
Cover being removed:
If there is a change in FCDO advice due to fire, earthquake, storm, flood, riot or civil unrest.
Money and Travel Documents – If your cash is lost or stolen
Cover being removed:
We are no longer able to cover the cost of lost or stolen event tickets
Money and Travel Documents – If you need emergency travel documents
Cover being removed:
We are no longer able to cover the cost of a new passport when you return home.
How To Make A Claim and 24-Hour Emergency Medical Assistance:
First, check your policy certificate and the appropriate section of your policy wording to make sure that what you are claiming for is covered. You can set up a claim online or by telephone, you must ensure that you have all relevant documents and any receipts, please see claims evidence below.
All claims must be submitted within 60 days of your return from your trip. You must assist us in providing all requested information, including completing any requested forms, or you may experience a delay in the processing of your claim. When claims settlements are made by BACS (Bank automatic Clearing System) or other electronic banking system method, you will be responsible for supplying us with the correct bank account details and your full authority for us to remit monies directly to that account. Provided that payment is remitted to the bank account designated by you, we shall have no further liability or responsibility in respect of such payment, and it shall be your sole responsibility to make collection of any misdirected payment in the event of incorrect details having been provided to us.
Claims & assistance services are administered by Collinson Insurance Services Ltd.
24-hour Emergency Medical Assistance
You must contact the medical emergency service once you know you will be in a medical facility for at least 24 hours
Telephone 0333 005 1069
How To Make A Complaint
MAKING A COMPLAINT
If your complaint relates to the sales literature, the way in which your policy was sold to you, the Medical Screening Service or regarding information about your policy, please contact:
Our promise of service – We will aim to provide you with a full response within 4 weeks of the date we receive your complaint, and our response will be our final decision based on the evidence presented. If for any reason there is a delay in completing our investigations, we will explain why and tell you when we hope to reach a decision. In any event, should you remain dissatisfied or fail to receive a final answer within 8 weeks of us receiving your complaint, you may have the right to refer your complaint to an independent authority for consideration. That authority is:
Telephone: (Landline) 0800 0234 567 or (Mobile) 0300 1239 123
More information can be found on their website – www.financial-ombudsman.org.uk. Please note that if you wish to refer this matter to the FOS you must do so within 6 months of our final decision. You must have completed the above procedure before the FOS will consider your case. Your legal rights are not affected.
July 2021 Changes
From 8th July 2021 the main insurer of our travel insurance products has changed from Union Reiseversicherung AG (URV) to White Horse Insurance Ireland dac . Our cover and prices have not been affected by this change. More information can be found here.
September 2020 Changes
From 24th September 2020 our Staycation Plus Single and Multi Trip policies also include enhanced cover for COVID-19- click here for more details.
August 2020 Changes
From 13th August 2020 our Sapphire and Platinum Single and Multi Trip policies provide:
Cancellation cover if you are anyone named on the policy test positive for Coronavirus up to 14 days prior to travelling.
Denied boarding cover if you and anyone named on the policy are prevented entry at the airport on your inbound flight due to showing symptoms of COVID-19 .
From 13th March 2020, there is no cover under our policies 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.
Any claims as a result of Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any the above. Except for Section B** Emergency Medical Expenses. This will only apply if you did not travel against the published advice of the FCDO, any local government, local authority or WHO.
August 2016 Changes
Policy A – Pre-Travel Policy
Cancellation of pre-paid excursions booked in the UK – Following the addition of the clarification bullet point confirming that we will cover cancellation of pre-paid excursions booked in the UK in the last raft of changes in April 2016 we have moved to clarify that we mean any pre-paid excursions booked by you before you go on your trip. The previous wording caused some confusion so this has been done for clarification purposes.
Policy B – Travel Policy
If you need emergency medical attention – BE AWARE wording – Under the first bullet point after “anything mentioned in the conditions and exclusions (Page 12)” we have reworded the bracketed wording that follows. This is to clarify that the exclusion is specifically in relation to non-declared existing medical conditions.
If you need to come home early – BE AWARE wording – We have reworded the bold wording after BE AWARE. The previous wording contradicted itself in the “If you need to claim” section it advised to contact the claims department to see if the circumstances would be covered, whereas in the BE AWARE section it advised to make your own arrangements. We have removed the telephone number and reworded the BE AWARE section for clarity purposes.
Personal Accident – For clarity purposes we have included wording stating “whilst on your trip” in both the summary and the schedule.
Missed connection extension – When applicable, we have amended the wording in the “If you need to claim” column to advise that “You will need to provide any additional, relevant and appropriate information or documentation requested by the claims handlers”. Previously we stated that it was any additional information, which was ambiguous.
Miscellaneous
Use of British Forces Posted Overseas – This inclusion in relation to residency has been reflected throughout the document following queries. Policyholders who fall within this category have always been covered, although until now this has never been clarified in our wordings.
Criteria for purchase – We have included the clarification that, when purchasing a policy, the policyholder “must be travelling with the intention to return to the United Kingdom, Channel Islands or BFPO within the trip dates unless an extension has been agreed with us and we have confirmed in writing.”
Your Important Contact Numbers – We have added the emergency number of 112 whilst in the EU.
Disclosure of your medical conditions – When your two policies start and end – The previous explanation of how policy B worked contradicted our definition of a trip. We have now reworded to say “The cover under policy B starts when you commence your trip and ends when you complete your trip. Alternatively cover will cease upon expiration of your policy, whichever is the first.
How your policies work – Pregnancy – Confusion has arisen with customers with exactly when the cover no longer applies to include emergency medical expenses. Following that feedback we have moved to clarify that week 28 is “inclusive”.
How your policies work – Medical cover – The wording has been re-worded as in previous versions it seemed to suggest that the policyholder needed to declare the existing medical condition to Travel Administration Facilities and then to go and see the doctor to see if it is safe to travel. Whereas it should have been the other way round, with the importance being on seeing the doctor in the first instance before contacting Travel Administration Facilities.
Definitions – The following definitions have been included or amended where relevant: – Beach Swimming – New – BFPO – British Forces Posted Overseas – New – Business Equipment – New. – Close Relative – Updated to include Foster-child, Daughter-in-law, Son-in-law, Brother-in-law, Sister-in-law, Step-child, Step-brother, Step-sister, Aunt and Uncle. – Cruise – The definition has been reworded for clarity purposes – Updated. – Domestic Flights – New. – Family – New. – Home Country – removed “country of nationality” as it caused confusion throughout the document – Updated. – Off Piste – New. – On Piste – Updated. – Open Water Swimming – New. – Public transport – Previously included “Internal flights” within this definition which was confusing. Have replaced with “Domestic Flights” – Updated.
Conditions and exclusions applying to your policies – Activity packs There is an exclusion in this section around participation in any sports and activities unless the appropriate additional premium has been paid. This was incorrect in the previous wording as it covered all activity packs, whereas activity pack 1 is included as standard. Amended the wording to highlight this only applies to activity packs 2-8.
Activity packs – Definition of non-leisure activities – To clarify the winter sports cover we have amended the bracketed wording in bold at in the top text box to say as follows “(with the exception of winter sports, whereby you can opt to have specific winter sporting activities included, which will be covered for the entire duration of your trip)”. To clarify what we mean by non-leisure activities we have revised the wording to “(examples of non-leisure purposes include professional / semi-professional / paid / sponsored racing, timed events…..” Removed “Non-incidental” as not clear for customers. Have inserted new wording as follows – “The activities are covered on the basis that your chosen activity is not the sole purpose of your trip”.
Activity packs – The following has been updated in some activity packs for clarity purposes: – Cycling – Activity Pack 1 – have included altitude limit of 1,000m – Speed Trials / Time Trials – Have added bracketed wording to state “(Amateur – organised, not public roads)” as previous version did not include this and as such contradicted the definition of non-leisure purposes.
Data Protection wording – We have included Data Protection wording on the final page of the documentation explaining what Travel Insurance Facilities does with the personal information obtained.
April 2016 Changes
Policy A – Pre-Travel Policy
Cancellation of pre-paid excursions booked in the UK – We have added in a clarification bullet point confirming that we will cover cancellation of pre-paid excursions booked in the UK.
Policy B – Travel Policy
If your travel plans are disrupted – cancellation of your trip – Previous wording advised that we will pay up to a certain value if after 24 hours delay at the airport of your outbound journey from your home country you abandon the trip. Our definition of home country includes outside of the UK which was not correct for the purposes of this point. As such we have “home country” with “UK”.
Age Limit within Accidental Death and Disability – Increased minimum age limit from 16 to 18. The reason for this change is to reflect that a child cannot leave education in one form or another until 18 (https://www.gov.uk/know-when-you-can-leave-school). In conjunction with the confirmation that someone of the age of 18 or above can enter a legal contract (http://www.netlawman.co.uk/ia/entering-contract-minor).
Inclusion of the need for a Police report – Included wording throughout the document advising that a written Police report will be required when submitting a claim for loss of possessions.
Clarification of missed port benefit on Cruise cover – Where Cruise cover is relevant and there is a missed port benefit we previously did not include a “per port” breakdown. This has now been included for clarification purposes.
Additional Accommodation – Added wording within the “If you need emergency medical treatment” section for additional accommodation confirming that “Where our Emergency Assistance Facilities colleagues are arranging the booking it will be 3* standard where available”.
Cancellation of pre-paid excursions booked in the UK – We have added in a clarification bullet point confirming that we will cover cancellation of pre-paid excursions booked in the UK.
Winter sports extension – Where Winter sports extension is relevant we have expanded on the hemisphere dates to include date ranges for both Northern and Southern hemisphere dates, as well as clarification on the height limitations.
Miscellaneous
Your contribution – Following a review we have changed all use of the word “contribution” to “excess”. We made this change as people will be more familiar with the word “excess” when looking into insurance, so will provide clarity and familiarity moving forward.
Travellers Health Check – Following re-branding within TIF this is now known as Travel Administration Facilities.
Telephone Numbers – All telephone numbers have been migrated from the old 01732 / 0845 numbers to the new locall 0203 numbers.
Registered Address / Contact Address – Travel Insurance Facilities address amended throughout to 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY.
Material Fact – All references to “Material Fact” amended to “Relevant Information” for clarity purposes.
Definitions – The following definitions have been included when relevant: – Cruise – Emergency Treatment – Offshore and Inshore – Travelling Companion – Business Samples – Connecting Flights – Off-Piste – Back Country
Definition of close relative revision – Previous definition advises that the policyholder must have been with a spouse or partner for a minimum of 6 months, however, later the definition advised fiancée is covered. Because a person can be engaged in less than 6 months this definition was contradictory. As a result the definition has been revised to remove the time limit but to advise the policyholder must be living with the spouse or partner.
Pre-existing medical condition – It has become apparent that on previous versions there was a contradiction in terms of how far back declaration of a pre-existing condition must go. Under the Disclosure of Your Medical Conditions section we asked for conditions to be declared from up to the past 2 years, however, in the Conditions and Exclusions section we did not specify a timeframe. We have now aligned both sections to the 2 year timeframe.
Declared and accepted pre-existing conditions – We have now amended wording to show in the “Cover is only provided if” section where relevant that pre-existing conditions can only be declared and accepted by us in writing when it refers to the policyholder. We cannot obtain this information when it relates to a non-travelling close relative, the person you are intending to stay with, a business associate or travelling companion. As a result we have split them into two separate bullet points.
Motorised vehicle license – We have amended the wording within the Conditions and Exclusions section. Previously we were advising that you must hold a valid UK license, however, this might not be applicable in your home country. As such we have amended the wording to reflect the need for appropriate qualifications.
