FAQ's


We've put together some commonly asked questions to give you more information about Travel Plus and the cover we offer.

If you have a question that is not answered below please use the contact us page.

Single Trip
  • Who is eligible for Travel Plus ?
    Travel Plus is available to UK, Isle of Man and Channel Island residents who are registered with a Medical Practitioner in the UK, Isle of Man or Channel Islands.
  • Is there an age limit?
    There is no upper age limit on Single Trip policies.

  • What is the maximum duration?
    The maximum duration of any single trip is 94 days (although for persons aged over 75 years the maximum duration is 31 days). If you require cover for longer periods, please contact P J Hayman & Company Limited on 0845 230 0631. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.
  • Do you cover one-way trips?
    Cover for one way trips is available under the Single Trip policy for a maximum of 31 days. Please call P J Hayman & Company Limited on 0845 230 0631 for more information and to purchase a policy. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.
  • Can I extend my policy if I decide to stay longer?
    Subject to Underwriters agreement, we can extend an individual trip policy providing you let us know before your policy expires and at the time of requesting the extension you are not intending to make a claim. Please note, this is subject to your existing trip duration including the extended period not exceeding 94 days (31 days if you are aged over 75), which is the maximum trip duration of the Single Trip policy. You will be advised of the additional premium at the time of the request.
  • What are the advantages of Annual Multi-trip travel insurance?
    If you are making several trips a year, Annual Multi-trip cover is usually the most cost effective option. This will cover you for an unlimited number of trips in a 12 month period, each up to a maximum of 31 days long (60 days if you choose Premier Plus cover). Winter Sports cover is automatically included for persons aged 75 years or under - up to a maximum of 17 days during the policy year (45 days if you choose Premier Plus cover).
  • Do you cover Winter Sports holidays?
    Cover for Winter Sports can be included for an additional premium.
  • Am I covered for all skiing activities under Winter Sports cover?
    The following activities are covered if Winter Sports cover is selected and shown on your Schedule of Insurance and the appropriate additional premium has been paid.

    • Skiing, ski boarding, snowboarding, big-foot skiing, crosscountry skiing, glacier skiing/walking, ice skating, monoskiing, sledging/tobogganing, sledging/sleigh riding (pulled by horse or reindeer as a passenger), snow blading and tobogganing/sledging.

    • Off piste skiing and snowboarding is covered when you are skiing within the ski area boundaries of a recognised ski resort and following ski patrol guidelines.

    • Biathlon, husky dog sledding (organised, non-competitive and with experienced local driver), ice windsurfing*, kick sledging, ski biking, ski - dooing, ski run walking, skiing – nordic, snow biking, snow bobbing, snow carting*, snow go karting*, snow mobiling*, snow park/terrain park, snow scooting, snow shoe walking, snow tubing, telemarking, winter walking (using crampons and ice picks only, 3,000 metres).

    Note: cover under Personal Liability is excluded for those Winter Sports marked with an *

    There is no cover for:

    • Bobsleighing, heli skiing, luging, ski acrobatics, ski flying, ski jumping, ski racing, ski stunting or snow cat skiing.

    If your Winter Sports activity is not included in the list, please call us on 0845 230 0631. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.
Annual Multi-trip
  • Who is eligible for Travel Plus ?
    Travel Plus is available to UK, Isle of Man and Channel Island residents who are registered with a Medical Practitioner in the UK, Isle of Man or Channel Islands.
  • Is there an age limit?
    79 years or under (75 years or under if Premier Plus cover is selected) at the start date of the policy. If you are aged over 79 and require Annual Multi-trip cover, please call us on 0845 520 1080 quoting ‘Travel Plus’. We are open Monday to Friday 8am-6pm, closed Bank Holidays.

    Winter Sports cover is only available if you are 75 years or under.
  • How many times can I travel and how long can each trip be?
    The Annual Multi-trip policy covers you for an unlimited number of trips throughout the year but any one trip is limited to 31 days (Standard cover) and 60 days for Premier Plus cover.
  • Am I covered for trips in the UK?
    Trips in the UK, the Channel Islands and the Isle of Man are covered as long as accommodation has been pre-booked for a minimum of one night. You are not covered for Emergency Medical and Other Expenses as this will be covered under the NHS.
  • Under an Annual Multi-trip policy, can children travel independently of an insured adult?
    Yes, children can travel independently under 'family cover' - this is ideal for school trips.
  • If I am abroad can I extend the 'maximum duration any one trip' limit provided by my Annual Multi-trip policy if I decide to stay longer?
    No, we are unable to extend cover beyond the maximum duration limit.
  • Do you cover Winter Sports holidays?
    Winter Sports is covered for free on Annual Multi-trip policies for persons under aged 75 years. Standard cover provides up to a maximum of 17 days winter sports cover during the policy year, whilst Premier Plus cover provides 45 days during the policy year.
  • Am I covered for all skiing activities under Winter Sports cover?
    The following activities are covered if Winter Sports cover is selected and shown on your Schedule of Insurance and the appropriate additional premium has been paid.

    • Skiing, ski boarding, snowboarding, big-foot skiing, crosscountry skiing, glacier skiing/walking, ice skating, monoskiing, sledging/tobogganing, sledging/sleigh riding (pulled by horse or reindeer as a passenger), snow blading and tobogganing/sledging.

    • Off piste skiing and snowboarding is covered when you are skiing within the ski area boundaries of a recognised ski resort and following ski patrol guidelines.

    • Biathlon, husky dog sledding (organised, non-competitive and with experienced local driver), ice windsurfing*, kick sledging, ski biking, ski - dooing, ski run walking, skiing – nordic, snow biking, snow bobbing, snow carting*, snow go karting*, snow mobiling*, snow park/terrain park, snow scooting, snow shoe walking, snow tubing, telemarking, winter walking (using crampons and ice picks only, 3,000 metres).

    Note: cover under Personal Liability is excluded for those Winter Sports marked with an *

    There is no cover for:

    • Bobsleighing, heli skiing, luging, ski acrobatics, ski flying, ski jumping, ski racing, ski stunting or snow cat skiing.

    If your Winter Sports activity is not included in the list, please call us on 0845 230 0631. We are open Monday to Friday 8am – 6pm, closed Bank Holidays.
Policy Options
  • Can I delete cover that is not required for a reduced premium?
    Baggage and Passport, Cancellation or Curtailment and Medical Expenses can all be deleted during the quote process. We recommend you check that you have appropriate cover elsewhere before removing cover.
  • Can I delete the policy excess?
    For a single additional premium you can have the claims excess deleted. This is referred to as 'Excess Waiver' and is available as an option under both Single Trip and Annual Multi-trip during the quote process.
  • Can we have a lower premium and higher excess?
    There is no voluntary excess option available.
  • Am I covered for business travel?
    Travel Plus has been designed primarily for the leisure traveller; however limited cover for business travel is included. This is restricted to straightforward business trips i.e. ‘white collar’ work. Please be aware that the policy excludes cover for most manual work (see Activity Pack 1), hazardous occupations, business equipment and replacement employee expenses. If you have any queries or require wider business cover, please contact us on 0845 230 0631. We are open Monday to Friday 8am-6pm, closed Bank Holidays.
  • Am I covered for sports & activities?
    Travel Plus includes a wide range of activities that are automatically covered as standard (Activity Pack 1).

    Other activities (Activity Packs 2- 4) may be covered on payment of an additional premium.


    If you are going to take part in an activity not shown in the Activity Packs, please contact us on 0845 230 0631. We are open Monday to Friday 8am-6pm, closed Bank Holidays.
  • Is my personal baggage covered?
    Yes. However, unlike some travel insurance policies, Travel Plus provides 'new for old' cover for items less than 2 years old. This means that provided you can provide receipts or original valuations, claims for personal baggage will be settled on a replacement basis. Please note there are policy limits applying to personal baggage - please refer to the Policy Booklet.
  • Am I covered for events caused by terrorism?
    You are only covered for terrorist activity in respect of Emergency Medical and Other Expenses, Hospital Inconvenience Benefit or Personal Accident.
Medical Assistance
  • Do you have a 24 hour emergency service?
    The Travel Plus policy has a 24 hour medical emergency and repatriation service provided by:
    Travel Plus – 24 hour Medical Emergency Assistance Service.

    In the event of a medical emergency you must contact the medical emergency assistance service on: +44 (0) 845 260 1594
    Alternatively you can contact them on: +44 (0) 2920 474131

    Further details of this service are shown in your Policy Booklet.
    Staff are on call 24 hours a day throughout the year. They will, when necessary, guarantee medical bills and arrange repatriation if required.
  • In the event of a medical emergency whilst abroad, do I have to pay my medical bills myself?
    If you are asked to pay a small bill for medicines and/or outpatient treatment it is often easier to settle your bill direct, keep all receipts and claim for the costs incurred on your return home.
    If you are admitted as an inpatient, or you require outpatient treatment which is likely to exceed £300, then you must contact the 24 hour Medical Emergency Service as soon as possible. They will then arrange for those medical expenses covered by the policy to be paid direct to the hospital/clinic.
Making a Claim
  • How do I make a claim?
    Click here for details.
    Full details of what you need to do to make a claim are also shown in your Policy Booklet.

    Please note: You will be expected to follow the claims procedure shown in your policy booklet and to substantiate your claim by providing supporting documents.
  • How quickly will you settle my claim?
    We aim to provide a first class claims service and respond within 5 working days of receipt of correspondence.
Buying Online
  • Is your website secure?
    Yes. We use 128-bit encrypted SSL to help keep all of your data safe.
  • How can I pay for my policy?
    You can pay by debit or credit card. We accept Mastercard and Visa.
  • How will I receive my travel insurance policy documents?
    Your Schedule of Insurance and policy documents are delivered to the email address you provide.
  • Do I need to take my policy documents with me?
    You should print a copy of your Schedule of Insurance and policy documents and carry them with you.

    The Policy Booklet includes important telephone numbers including the Medical Emergency Assistance Service that is available to you 24 hours a day, 365 days a year for advice, assistance, making arrangements for hospital admission, repatriation and authorisation of medical expenses.
  • Can I get my money back if I want to cancel?
    If you are not completely satisfied with the cover provided you may return your policy to us within 14 days on receipt of your policy documents. Provided you have not travelled or made or intend to make a claim, your premium will be refunded in full.
Other
  • Who are the Insurers?
    Travel Plus is underwritten by AmTrust Europe Limited for travel to all countries except Cuba which is insured by SOLID Försäkringar.

    Financial failure is provided by International Passenger Protection Limited and underwritten by Certain Underwriters at Lloyds.

    Travel Consumer Dispute is underwritten by UK General Insurance Ltd on behalf of Ageas Insurance Ltd.

    AmTrust Europe Limited is registered in England number 1229676 at Market Square House, St James’s Street, Nottingham NG1 6FG. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register number 202189. Member of the Association of British Insurers.

    SOLID Försäkringar, Box 22068, 250 22 Helsingborg, Sweden. Corp ID No 516401-8482. This policy is effected in England and is subject to the Laws of England and Wales. SOLID is a Swedish based insurance company regulated by Finansinspektionen, the Financial Supervisory Authority Sweden (Institute Number: 20090) and passported into the Financial Conduct Authority (Financial Services Firm Reference Number: 401229).

    International Passenger Protection Limited - Registered Office: IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR. Registered in England 2498563. International Passenger Protection Limited are authorised and regulated by the Financial Conduct Authority

    Ageas Insurance Ltd, registered in England No.354568. Registered Office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, SO53 3YA. UK General Insurance Ltd are authorised and regulated by the Financial Conduct Authority. Ageas Insurance Ltd is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

    These details can be checked on the Financial Services Register by visiting www.fca.org.uk or by calling 0800 111 6768.
  • Are there countries that are not covered?
    Travel Plus will cover all countries and areas except Afghanistan, Liberia and Sudan as well as those which the Travel Advice Unit of the Foreign & Commonwealth Office or the World Health Organisation (WHO) or similar body has advised against all or all but essential travel.
  • Are children covered?
    Under Single Trip, children under 18 at the date of issue of the policy (or under 23 years if still in full time education and normally resident with an insured adult) are covered free of charge, providing they are travelling with a related insured adult.

    If Annual Multi-trip ‘Family’ cover is selected, related children under 18 years at the date of commencing the trip (or under 23 years if still in full time education and normally resident with an insured adult) are covered free of charge.

    For Annual Multi-trip policies, related children are also covered to travel independently.
  • How do I know what I'm covered for?
    Please read the Policy Booklet for full details of the cover.
  • Do I need a European Health Insurance Card (EHIC)?
    An EHIC entitles you to reduced-cost, sometimes free, medical treatment that becomes necessary while you are in a European Economic Union (EEA) country or Switzerland. The EEA consists of the European Union (EU) countries plus Iceland, Liechtenstein and Norway. The card gives access to state-provided medical treatment only. Remember, this might not cover all the things you would expect to get free of charge from the NHS in the UK. You may have to make a contribution to the cost of your care. You may apply for an EHIC online at: www.ehic.org.uk or by calling 0845 606 2030. Please note: An EHIC is no substitute for travel insurance cover.
  • Can you resend my policy to me?
    Yes. Please email us at contact@travelplusinsurance.co.uk with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy.
  • What is Financial Failure cover?
    Unlike some travel insurance policies, Travel Plus includes cover of £2,500 (Standard) and £5,000 (Premier & Premier Plus) if your holiday or trip has to be cancelled due to the financial failure of your travel or accommodation provider and you are unable to recover your pre-booked travel and accommodation costs elsewhere. Cover is also provided up to £1,500 for unforeseen additional losses such as unused pre-paid car hire and hotel costs.
  • What is Travel Consumer Dispute cover?
    Available with Premier & Premier Plus only, Travel Consumer Dispute cover provides up to £25,000 for professional fees to pursue a compensation claim against your tour operator, travel agent, pre-booked car hire company, travel or accommodation provider.
  • Can I get travel insurance if I have an existing medical condition?
    The Travel Plus policy contains conditions relating to your health and to that of other insured persons on the policy.

    Please refer to the ‘Important Conditions Relating to Your Health’ shown in the Policy Booklet.

    You will need to declare each traveller's medical condition(s) if anyone has:
    • more than one of the following conditions: Asthma (requiring no hospital admissions and no supplementary oxygen), Diabetes (if well controlled and no associated conditions), High Blood Pressure / Hypertension, High Cholesterol;
    • been treated as a hospital in-patient or been referred to, or in the care of, a specialist consultant within the last 2 years;
    • been treated for a breathing condition (including asthma, but only where you have required hospital admission or supplementary oxygen); a heart related condition (including angina); a renal/kidney or liver related condition; a circulatory condition (other than high blood pressure/hypertension AND high cholesterol) within the last 5 years;
    • been diagnosed or treated for a malignant condition (e.g. cancer) within the last 5 years.

    Note: In some cases an additional premium may be payable if we are able to cover the declared medical condition(s).

    We are unable to offer a quotation or issue cover online for any person with a terminal condition. If you or anyone to be insured has a terminal condition, please call us on 0845 230 0631 for individual assessment. We are open Monday to Friday 8am-6pm, closed Bank Holidays.