Travel Insurance Frequently Asked Questions
If you have any questions about travel insurance, we’re happy to help. You can find answers to our most frequently asked questions below. It’s often the fastest way to find help – including how to make changes to your policy, what’s covered and how to make a claim.
If you can’t find the information you need below, please get in touch via email at email@example.com or call us on 01293 855 831 (open Monday to Friday 8.30am – 6pm, Saturday 9am – 5pm, closed on Sunday).
Current customers please read our latest coronavirus update & FAQs from our travel insurance provider.
Does my policy cover me for coronavirus (COVID-19)?
Please visit our COVID-19 FAQs for information. .
Can we travel separately on our couple or family travel insurance policy?
Each adult is covered to travel independently. Children are not covered to travel independently and are only covered if they’re travelling with one of the adults named on your policy.
How many children can I insure on a family policy?
Up to four (4) dependent children or grandchildren under the age of 18 who are in full time education.
How many times can I travel on my annual multi-trip insurance?
Annual travel insurance gives you the flexibility to get away as often as you like – there’s no limit on the number of trips. It’s worth thinking about the maximum amount of time you’re likely to be away for each trip – the maximum trip duration is 45 days per trip.
I forgot to buy travel insurance before I left the UK can I still be covered?
Unfortunately, our policies will not cover you if you’ve already left the UK. For help with finding cover, the British Insurance Brokers Association can help you find local brokers who may be able to help with a tailored policy.
I’m not a UK national, can I be covered?
Policies are only available to residents of the United Kingdom who are registered with a medical practitioner in the United Kingdom.
Am I covered to travel within the UK?
You are covered for trips in the UK providing you have at least two nights’ pre-booked and pre-paid accommodation.
What start date should I enter for an Annual Multi-Trip policy?
For Annual Multi-Trip policies, cancellation cover starts on the date you enter as your policy start date. So if you have already paid for part of your trip, start your policy today to make sure you have cancellation cover in place.
What is a policy excess?
Most sections of the policy carry an excess. This is the first amount of any claim that you will have to pay, and applies per person, per section. When you make a claim, this will be deducted from the final amount we pay you – so there’s nothing to pay upfront. The amount may vary depending on the level of cover you’ve chosen, and there are ways you can reduce your excess. For example, you can choose the Excess Waiver policy option when you buy your policy. . If you are able to make use of reciprocal health agreement whilst you are travelling this will reduce your medical bills and in return, we will waive your policy excess on your medical claim.
What is the maximum age you can insure up to?
The maximum age limit is 79 on single trip policies, and up to aged 70 on our Annual Multi-Trip policies. If you’re going on a ski trip, it’s worth noting that we offer winter sports cover up to and including age 64.
Do you cover pre-existing medical conditions?
Yes. We offer cover for many pre-existing medical conditions subject to simple online screening. When you go through a quote online, you’ll be taken through some questions about your medical conditions and can be screened for conditions you would like to be covered for. You’ll receive a decision right away online. If we can cover your medical condition, it may add an extra premium to your policy, but many can be covered free of charge.
When should I start my Annual Multi-Trip policy?
Your cancellation cover for any upcoming trips will start on the ‘start date’ you enter when you buy your policy. So if you’ve paid for a trip and need cover for cancellation costs, simply start your policy from today’s date. We offer a 14 day cooling off period – so if you change your mind you can still cancel your policy and receive a full refund, provided you don’t intend to make a claim and have not travelled on the policy.
Can a child have their own policy?
Unfortunately, we aren’t able to provide cover for a child on their own policy. They would need to be included on a family policy and travelling with one of the adults named on the policy. This can be either a grandparent or a parent.
Where do I enter a promo code on your website?
You can enter a promo code on the third screen when you get a quote - above the prices for your three travel insurance quotes. Just click the icon to ‘Add a promotional code’.
What sports and activities are covered?
Please see our full list of the sports and activities covered in the policy wording.
What does no cover for personal accident and personal liability mean?
Personal accident – This is a lump-sum payment made to you if you suffer a permanent disability or death as a result of an accident. It’s worth noting that you’ll still be covered for medical costs under the terms and conditions of your policy, Personal liability – This is costs to cover you if you become liable for accidentally injuring someone, or causing accidental loss or damage to their property. We recommend contacting the organiser to check what insurance they have in place. You may be covered by the organiser’s third party insurance, or it may be possible to find cover through a specialist provider for your particular sport.
Am I covered for scuba diving?
Yes, you are covered for scuba diving up to a depth of 18 metres at no extra cost on our policies. If you plan to dive deeper, you can add on extra cover to insure you up to 30m provided you are a BSAC, PADI, DIWA, SSI or SAA member. Please note that terms and conditions apply for this more advanced level of cover – so please take a look at our policy wording under special sports and activities table A.
That’s the maximum age for a winter sports policy?
You can be covered for winter sports up to and including age 64 with our policies.
What activities are covered for winter sports?
You can find a full list of the winter sports activities covered in the policy wording.
Am I covered for off-piste skiing?
Yes, when you add Winter Sports to your policy it will cover you both on-piste and off-piste, provided you’re within local ski patrol guidelines or within recognised and authorised areas.
Am I covered if my skis/snowboard go missing in transit?
Yes, if your ski or snowboard equipment is delayed by at least 12 hours, we’ll cover you for the cost of hiring replacements until yours turn up. If you need to make a claim – contact your airline to obtain a property irregularity report, and keep all receipts from the rental shop. You can then submit your claim once you’re back in the UK.
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.
Can I add cover for extra sports and activities?
No, we offer cover for some sports and activities free with every policy – such as scuba diving up to 18 metres, snorkelling, surfing. You can find a full list of the sports and activities covered in the policy wording.
Is my sports equipment covered?
If your sports equipment is lost, stolen or damaged, it’s covered up to the limit specified for personal possessions and baggage on your policy certificate. Please note that sports items are not covered while they’re in use. A single item limit applies – which is the maximum you can claim for one item, set or collection. For example, golf clubs you bought as a set would count as one item. It’s worth noting that we can’t provide any cover for bicycles – so if you’re planning to take them abroad with you, it’s worth checking your home insurance policy to see if they’re covered away from home. There are also many specialist bike insurance policies on the market. Winter sports equipment is covered if you’ve added Winter Sports cover to your policy. Terms and conditions apply, so please check the policy wording for further information.
Is my winter sports equipment covered?
If you’ve included cover for winter sports with your policy, we’ll insure lost stolen or damaged winter sports equipment including: skis (including bindings), ski boots, ski poles and snowboards. This includes items you have hired as well as any you own. It’s also covered while it’s in use, provided it’s being used correctly. However, it’s important to note that it wouldn’t be covered if you leave it unattended – so if you leave them in a ski rack outside a bar or restaurant they wouldn’t be covered. If your equipment is delayed at the airport, we’ll cover you for the cost of hiring replacement kit – so you don’t have to miss out on the fun. Just remember to get a Property Irregularity Report from your airline as proof.
There's no snow at my ski resort! Am I covered?
Yes, if weather conditions close access to the slopes for skiers and you’re unable to ski or snowboard for 24 hours, if winter sports option is selected we’ll cover you to travel to a similar ski area that’s open and cover the cost of your ski passes to get onto the slopes. If there isn’t anywhere available, we’ll pay a cash alternative. This has to be within the ski season – when you’d expect there to be snow. That’s between 1st December and 31st March in the Northern Hemisphere, and between 1st May and 30th September in the Southern Hemisphere.
Do I have to declare my medical conditions?
No, but if you needed to make a claim for medical costs and your claim related in any way to a pre-existing medical condition, it wouldn’t be covered. Declaring your medical condition when you get a quote gives you the opportunity to go through our simple medical screening system to see if we can provide cover for your condition. You can do this online and get an answer in just a few clicks. Or if you prefer to speak to someone, just call on 0345 030 6140 (open 9am to 5pm Monday to Friday) and a member of our team will be happy to help. Some conditions can be covered free of charge, and some will add an extra premium to your policy. But you’ll have peace of mind that you’ll be covered if you need to see a doctor abroad.
I've had cancer but am now in remission, can I be covered?
We offer quick and easy medical screening online – you’ll be taken through a series of questions and we’ll let you know whether we can cover your condition or not right away. If we can provide cover, we’ll let you know the price to include it. You can choose to exclude your medical condition, but this means you wouldn’t be covered to make a claim if anything happened which is either directly or indirectly related to it. We offer cover for many cancer conditions. So it’s worth going through online screening for peace of mind on your trip.
I have asthma - should I let you know?
Yes, you are covered for scuba diving up to a depth of 18 metres at no extra cost on our policies. Yes, please let us know if you have asthma when you get a quote. You can go through quick and easy medical screening online in a few clicks. In most cases, we can provide cover for asthma – and it means you’ll be covered of you need to see a doctor abroad for anything related directly or indirectly to it.
I have an allergy - should I let you know?
Yes, please let us know if you have an allergy when you get a quote. You can go through quick and easy medical screening online in a few clicks. In most cases, we can provide cover for mild allergies – and it means you’ll be covered of you need to see a doctor abroad for anything related directly or indirectly to it.
I take tablets to regulate my blood pressure - do I need to declare this?
Yes, it’s important to let us know about all your pre-existing medical conditions when you get a quote. If you choose not to declare a medical condition, it won’t be covered – so if you need medical treatment abroad, you won’t be covered for anything that could link directly or indirectly to that condition.
Am I covered if I’m pregnant?
Yes, you’ll be covered if complications arise while you’re away, as long as you haven’t suffered from the complications before and travel within the permitted timescale before the due date. There’s nothing you need to do – pregnancy doesn’t need to be declared on your travel insurance documents in the same way that an illness or pre-existing medical condition would. A full list of the complications covered by the policy can be found under the of your policy wording titled ‘meaning of words’. These include for example, gestational hypertension, pre-eclampsia, miscarriage and premature births more than 8 weeks from your due date (16 weeks for multiples).
What do I do in an emergency?
Please notify International Medical Rescue immediately about any illness or accident abroad and need medical treatment, or if you need to return home early. You, or someone on your behalf, must contact them before incurring costs over £500. Call International Medical Rescue: + 44 (0)2380 177474 Before you call, it’s worth checking your policy documentation to see what’s covered.
How do I make an International Medical Rescue claim?
Am I covered if a family member or someone I'm travelling with falls ill and I need to cancel the trip?
Yes, you’d be covered to claim for cancellations costs if a close family member or person you’re travelling with falls ill before you go, provided the illness wasn’t known about before you bought your policy or paid for your trip (whichever is the later). What medical circumstances would be considered if you make a claim are detailed on your policy wording, but for example this would include any pending medical investigations, or anything they’ve received prescribed medication for within the 90 days before your period of insurance starts.
What happens if I am injured or fall ill abroad and need to be brought back to the UK (repatriated)?
Please contact our emergency medical company International Medical Rescue if you need medical treatment (someone else can do this on your behalf). They will be able to liaise with the treating medical practitioner to determine if repatriation back to the UK is both medically needed and possible. They’ll then make all the necessary travel arrangements. You may be brought back on an accompanied medical flight or via a scheduled carrier, depending on your medical circumstances.
What am I covered for if I'm admitted to hospital abroad?
We’ll cover your medical treatment under the ‘Emergency medical expenses and repatriation’ section of your policy. We’ll also pay you a ‘hospital benefit’. This is an amount paid to you for each full 24 hours you’re in hospital. This is to cover any extra costs. For example, the public hospitals in some countries can charge for housekeeping services or food. Please note that exclusions apply – for example any pre-existing medical condition that you haven’t let us know about.
I haven’t received my documents.
Your policy is sent to you automatically by email right after you buy your policy. It’s worth checking your junk or spam folder. If it’s not there, please email us at firstname.lastname@example.org.
Can I upgrade my policy?
Yes, if you want to upgrade your level of cover or upgrade your Single Trip policy to Annual Multi-Trip cover, we can help you with that. You can also upgrade your policy to a different geographical limit, add winter sports cover, cruise cover upon payment of additional premium subject to terms and conditions. However once the policy has been purchased you are unable to downgrade cover or add an excess waiver to the policy. Speak to a member of our team on 01293 855 831.
What are my cancellation rights?
If you decide your policy isn’t right for you, you can cancel it within 14 days of purchase and receive a full refund, provided there are no claims pending on the policy and you haven’t already travelled. To cancel your policy, please contact us at email@example.com.
Can I update my details?
If you need to change names and/or your address, please contact us at firstname.lastname@example.org quoting your policy number.
Can I extend my policy whilst away?
Unfortunately, we can’t extend your policy for you whilst you are away. However, the policy automatically extends for up to 30 days if you need to extend your trip due to unforeseen reasons such as your return flight being cancelled, or if you fall ill and have to stay in hospital (provided the illness or injury is covered by your policy).
How can I stop my annual multi-trip policy being automatically renewed?
It’s easy to opt out of automatic renewal online – please visit http://optout.rockinsurance.com and log in by entering your policy number and email address.
How can I cancel my insurance?
You may cancel your insurance policy within 14 days of purchase – we’ll provide a full refund, provided you have not made a claim or travelled during the 14 days. To cancel your policy, please contact us at email@example.com. You can choose to cancel your policy after this 14 day cooling-off period, but you will not receive a refund.
If I have a complaint, what should I do?
Here’s how to make sure your complaint goes to the right team: In the first instance, please contact us at firstname.lastname@example.org, or send your complaint via post to: The Compliance Manager ROCK Insurance Group Griffin House 135 High Street Crawley West Sussex RH10 1DQ For complaints about how an assistance case or claim has been handled please contact: International Medical Rescue 15 Tollgate Eastleigh Hampshire SO53 3TG Email: email@example.com If you are still unhappy about our service, you can contact the Financial Ombudsman Service: Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Email: firstname.lastname@example.org Phone: 0800 023 4567
How will my complaint be dealt with?
We aim to deal with any complaint within 24 hours of receiving it. However, we guarantee that you will be contacted by letter or telephone within 5 days. This will either be a response to your complaint or if we aren’t able to provide a full response right away, we’ll let you know why, and give you the details of who will be handling your complaint. If after 4 weeks, we have still unable to resolve your complaint you will receive a further letter to update you on our progress. If we aren’t able to resolve your complaint after a further 4 weeks, you will receive a letter explaining why. We’ll provide an indication of when you can expect a resolution, and will provide details of your right to refer your complaint to The Financial Ombudsman Service. Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority, Trading Standards Service or Citizens Advice Bureau.
Are the policy benefits per person?
Yes – the benefits are all per person, per claim, unless otherwise stated on your Policy Certificate. For example, there’s a maximum limit you can claim per single item if you make a claim for your baggage, and travel delay claims have a set limit per day. You can check exactly what’s covered in the Policy Wording.
Is my European Health Insurance Card (EHIC) still valid after Brexit?
Yes, your EHIC is valid until it runs out (even after Brexit). After it expires, you will be able to take out the replacement GHIC card. These can be used in the same way as the EHIC in EU countries, however it does not entitle you to help in Norway, Switzerland, Iceland or Liechtenstein. Your UK passport may entitle you to necessary healthcare in Norway. Government advice is to ensure you take out travel insurance as well as carry and EHIC or GHIC abroad. That’s because neither are a replacement for insurance – they won’t cover everything. For example, not everywhere in Europe has healthcare that’s free at the point of use, and you can still be charged for treatments and services. EHIC also won’t provide cover for things like repatriation costs to get you back home, or mountain rescue.
What's covered if my tour operator or airline goes bust?
Unfortunately, there’s no cover if your airline declares insolvency. If this happens, the first thing to do is to find out if your tour operator or flight is ATOL protected. ATOL, or Air Travel Organiser’s Licence, offers financial protection for travellers and can help you with getting a refund, as well as arranging flights home if the bankruptcy is announced while you’re abroad. If you have paid for your holiday or flights by credit card, you may be able to get a refund through your card provider.
Does my policy cover terrorism?
Yes, but only emergency medical expenses and personal accident claims. So, if you’re caught up in an act of terrorism and you’re injured, we’ll cover your medical bills and get you back to the UK if needed. Personal accident cover provides a lump sum payout if you die or suffer a permanent disability. If the event happens before you go and the Foreign, Commonwealth and Development Office (FCDO) advise against travelling to that country, get in touch with your tour operator or travel provider – as they should be able to help with offering a refund, changing your destination, or your travel dates.
What documents do I need to take on holiday with me?
Your policy documents were sent to you via email when you purchased. We also recommend adding the emergency assistance phone number into your phone so it is readily at hand if you need it while you’re away.
I’ve lost my passport, what do I do?
Firstly, please check your Policy Certificate and Policy Wording to see what’s covered under the Loss of Passport benefit of your policy. You may be covered for the cost of obtaining an emergency travel document from the Foreign, Commonwealth and Development Office (FCDO), along with travel and accommodation costs if you need to travel to get them. Please note however, that you will not be covered for the cost of the document itself. Here’s what to do: Report the loss or theft of your passport to the local police as soon as possible. You will need to obtain the crime reference details they provide for the Lost or Stolen Passport Notification form. Next, to get the ball rolling with replacement documents, you will need to report your passport as lost or stolen on the FCDO website, or alternatively, give them a call on +44 (0) 20 7008 1500. They’ll let you know where your local FCDO office is to collect your emergency travel document and how long it’s likely to take. You will need to pay for the document and claim it back from us once you’re back in the UK. If you need to travel to collect your replacement document, remember to keep all receipts for travel and accommodation. Once you’re home, please get in touch with our Claims team.
What happens if my bag is stolen with all my travel documents and money whilst I am travelling?
Here’s what to do: Firstly, check your Policy Certificate to see what’s covered, along with your Policy Wording. To make a claim for your bag and its contents, you’ll need to obtain a written report from the police or relevant authority within 24 hours of it happening. This is essential to make a claim – without it the claims team cannot make any payment to you. If you’ve lost money, please also keep receipts for any cash withdrawal you’ve made following the loss. Once you’re back in the UK, please contact the Claims team.
Can I make a claim while I'm abroad?
If you are in Spain, Greece, Cyprus, Portugal, Egypt, Malta, Bulgaria or Turkey, and need outpatient medical treatment, please provide a copy of your policy documentation to the medical practitioner and ask the clinic to contact ChargeCare International. Your treatment will be paid by ChargeCare International under the terms of your policy. You’ll be asked to fill in a simple form to confirm the treatment and to pay the policy excess directly to the clinic. If you need medical treatment and the cost is likely to exceed £500, you must contact the emergency medical assistance company to authorise treatment. They will check whether it’s covered by your policy and arrange payment directly to the hospital or clinic. You can reach International Medical Rescue 24 hours a day, 365 days a year on + 44 (0)2380 177474, and someone can do this on your behalf. All other claims are made on a reimbursement basis – so you’d usually pay upfront, if required, and submit a claim once you’re back home. You can set up a claim yourself or request a claim forms at any time online at https://www.imr-claims.com - your claims form can then be sent to you via email. If you’ve got all the documentation you need to make your claim while you are away you don’t have to wait. However, receiving a resolution and payment will not be immediate.
My flight is cancelled / delayed due to extreme weather in the UK, what should I do?
To make a claim, you’ll need to get written confirmation of the delay from your airline. If your flight is cancelled, your airline should offer to either refund you or arrange travel on the next available flight. They have a duty of care to provide you with food and accommodation (including transfer) if necessary. If they don’t offer this, you’re within your rights to arrange all of this for yourself and claim it back through the airline later. Just remember to keep receipts and keep expenditure for food and accommodation within reason for your delay. For example, accommodation would usually be at the nearest reasonably-priced airport hotel with availability. If you’re at the airport and a delay is announced of two hours or more, call us on +44 (0)1689 892252, and we’ll check if there’s space in an airport lounge available for you – so you can relax while you wait for your flight. Please note that the delay must be announced in one go rather than two consecutive one hour delays, for example. If you haven’t claimed for an airport lounge and your delay exceeds 24 hours, you can claim for travel delay – to cover extra costs at the airport. Or, if you have to abandon your trip after a 24 hour delay, you can claim to abandon your trip – to recoup pre-paid costs for travel and accommodation. If you need to make a claim, you can read the full details of cover in the policy wording.
My trip has been affected by hurricanes/extreme weather - what am I covered for?
If your outbound flight is delayed due to adverse weather, we’ll cover you for travel delay. This includes access to an airport lounge where available, if your delay is expected to be at least 2 hours, or travel delay costs after a 24 hour delay - to cover essentials at the airport. If you decide to abandon your trip after a 24 hour delay, you’ll be covered to claim for non-refundable pre-paid travel and accommodation costs. If extreme weather hits your destination while you’re away, you’ll be covered for any medical costs if you suffer an injury. If you are on a cruise holiday and have added Cruise Cover to your policy, you’ll be covered to claim for missing your port departure if it’s as a result of adverse weather, and also be able to claim a benefit for each port or pre-paid excursion you miss due to adverse weather.
How do I contact the Medical Assistance company?
If you have an emergency abroad, need medical treatment or have to return early from your trip, please contact International Medical Rescue on + 44 (0)2380 177474. They are open 24 hours a day, 365 days a year.
What can the Medical Assistance company help me with?
Our emergency medical assistance company is International Medical Rescue. When you call, they’ll also confirm whether your policy will cover your medical costs and can help you find local healthcare providers. Their multi-lingual staff can liaise with medical practitioners on your behalf, help with arranging medical repatriation flights if needed and make payments for medical costs if your claim is covered. They can also liaise with your family if you’re in hospital. + 44 (0)2380 177474. They are open 24 hours a day, 365 days a year.
What can the Medical Assistance company help me with?
Firstly, please check your policy certificate to see what’s covered. Please report any loss or theft to the police and obtain a crime reference number. If your property has been lost while it’s checked in with your airline, you’ll need to obtain a Property Irregularity Report from them within 24 hours of the loss being discovered. Once you’re back in the UK, you can request a claim form to be sent to you via email at www.imr-claims.com. You may be asked to support your claim with receipts, proof of purchase or other documents.
UIA Mutual Travel Insurance is arranged by ROCK Insurance Group. ROCK Insurance Group is a trading name of Rock Insurance Services Limited an insurance intermediary which is authorised and regulated by the Financial Conduct Authority. Registration number 300317. Registered office: Griffin House, 135 High Street, Crawley, West Sussex RH10 1DQ. Registered in England and Wales No 04288578.