Direct Line Discoverer

Section 3 - Emergency medical and travel expenses abroad
This section allows you to receive essential emergency medical treatment if you fall ill or are injured in an accident while you are abroad. You can then either continue with your journey or, if medically necessary, be brought back to your home in the UK for further medical treatment. If you need more than simple outpatient treatment of the sort that you can pay for locally, you should call the Assistance service for help and advice. Please beware of excessive treatment charges and remember that this is not private health insurance. If you are in any doubt, please call us for advice. You can find the phone numbers for the Assistance service on page 22 of this booklet.
You must tell the Assistance service immediately if you are likely to be admitted to hospital for any reason. Many hospitals will not begin treatment until the costs have been guaranteed. If your condition is serious, we will bring you home to the UK as soon as the medical advisor considers that you are fit enough to travel safely.
Remember:
After you have paid for this policy, you must tell us if you are diagnosed with:
- any heart condition, any circulatory condition (problems with blood flow, including high blood pressure) or any breathing condition (including asthma);
- any type of cancer;
- any joint and bone condition;
- any gastrointestinal (stomach) condition; or
- diabetes.
We will then decide if we can provide you with cover on your existing terms. We may ask you to pay an extra premium, add special conditions to the policy or exclude cover for that medical condition.
If we cannot provide cover for the medical condition diagnosed after you paid for the policy, or if you do not want to pay the extra premium, you can call us on 0845 246 0415 and make a cancellation claim if you have booked and paid for a journey that you have not yet made. Or, you can cancel your policy and we will send you a pro-rata refund, as long as you have not travelled or made a claim.
We will pay costs up to £5,000,000 for continuous medical and travel expenses while abroad that are necessary for up to 12 months as a result of you becoming physically ill or injured.
We will pay:
1. usual, reasonable and necessary emergency expenses for medical, surgical and hospital charges (including emergency dental treatment to treat sudden pain only);
2. the costs of returning you to the UK;
3. economy travel and accommodation expenses of up to £2,000 (including a daily allowance of £25 a day for meals, phone calls and travel) for one person, who is a resident of the UK, to stay with or travel to and stay with you;
4. an allowance of £25 a day for meals, phone calls and travel after you are discharged from hospital and before we bring you back to the UK; and
5. up to £2,500 for funeral expenses abroad or for the extra costs of returning your remains to your home in the UK.
You must provide us with valid receipts for both 3 and 4 above.
Conditions
- You must not be travelling against medical advice or specifically to get medical treatment.
- You must not have been diagnosed with a terminal illness before travelling.
- You must not be waiting for medical treatment as a hospital inpatient or day-patient before we issued this policy unless we know about it and have accepted it in writing.
- You must give our Assistance service full details as soon as you know of a medical emergency.
- You must accept our decisions about the most suitable, practical and reasonable solutions to any medical emergency.
Exclusions
We will not pay for any claim directly or indirectly resulting from:
- treatment or help provided in the UK;
- non-emergency treatment, tests or surgery (including cosmetic surgery) that is not directly related to the illness or injury which causes you to go into hospital;
- surgery or medical treatment that the medical adviser believes is not essential or could wait until you return to the UK;
- treatment or help which the medical adviser believes was provided after you first became able to return to the UK;
- pregnancy during the 12 weeks (16 weeks if you are expecting more than one baby) immediately before the date you are due to give birth or the first seven days after giving birth;
- the extra cost of single or private accommodation in a hospital or clinic;
- any expenses which we have not agreed to for inpatient treatment or bringing you home;
- medication which you need at the time of your departure and which you know you will have to continue abroad;
- dental work involving the use of precious metals;
- treatment or services provided by a spa, nursing home or rehabilitation centre;
- the standard of medical treatment you received from the medical service provider;
- the medical service provider not providing any necessary treatment;
- you not getting necessary emergency medical treatment;
- the cost of any phone calls, other than those covered under sections 3 and 4; and
- the cost of any well person medical checks, tests or examinations.
Excess
Please see your policy schedule.

Section 5 - Personal accident
If you are physically injured on a journey and the injury is caused by violent, visible, external and accidental means only, we will pay you or your legal representatives one of the following benefits.
Benefit 1 - up to £10,000 if your injury leads to death or total and permanent loss of sight or physical loss of limb.
Benefit 2 - up to £25,000 if you are permanently disabled and cannot carry out any paid work at all after two years from the date of the accident because of this injury.
Exclusions
We will not pay:
- more than one benefit for the same incident; and
- more than £1,500 under benefit 1 if you are under 16 at the time of the accident.

Section 3 - Emergency medical and travel expenses abroad
This section allows you to receive essential emergency medical treatment if you fall ill or are injured in an accident while you are abroad. You can then either continue with your journey or, if medically necessary, be brought back to your home in the UK for further medical treatment. If you need more than simple outpatient treatment of the sort that you can pay for locally, you should call the Assistance service for help and advice. Please beware of excessive treatment charges and remember that this is not private health insurance. If you are in any doubt, please call us for advice. You can find the phone numbers for the Assistance service on page 22 of this booklet.
You must tell the Assistance service immediately if you are likely to be admitted to hospital for any reason. Many hospitals will not begin treatment until the costs have been guaranteed. If your condition is serious, we will bring you home to the UK as soon as the medical advisor considers that you are fit enough to travel safely.
Remember:
After you have paid for this policy, you must tell us if you are diagnosed with:
- any heart condition, any circulatory condition (problems with blood flow, including high blood pressure) or any breathing condition (including asthma);
- any type of cancer;
- any joint and bone condition;
- any gastrointestinal (stomach) condition; or
- diabetes.
We will then decide if we can provide you with cover on your existing terms. We may ask you to pay an extra premium, add special conditions to the policy or exclude cover for that medical condition.
If we cannot provide cover for the medical condition diagnosed after you paid for the policy, or if you do not want to pay the extra premium, you can call us on 0845 246 0415 and make a cancellation claim if you have booked and paid for a journey that you have not yet made. Or, you can cancel your policy and we will send you a pro-rata refund, as long as you have not travelled or made a claim.
We will pay costs up to £5,000,000 for continuous medical and travel expenses while abroad that are necessary for up to 12 months as a result of you becoming physically ill or injured.
We will pay:
1. usual, reasonable and necessary emergency expenses for medical, surgical and hospital charges (including emergency dental treatment to treat sudden pain only);

Section 3 - Emergency medical and travel expenses abroad
This section allows you to receive essential emergency medical treatment if you fall ill or are injured in an accident while you are abroad. You can then either continue with your journey or, if medically necessary, be brought back to your home in the UK for further medical treatment. If you need more than simple outpatient treatment of the sort that you can pay for locally, you should call the Assistance service for help and advice. Please beware of excessive treatment charges and remember that this is not private health insurance. If you are in any doubt, please call us for advice. You can find the phone numbers for the Assistance service on page 22 of this booklet.
You must tell the Assistance service immediately if you are likely to be admitted to hospital for any reason. Many hospitals will not begin treatment until the costs have been guaranteed. If your condition is serious, we will bring you home to the UK as soon as the medical advisor considers that you are fit enough to travel safely.
Remember:
After you have paid for this policy, you must tell us if you are diagnosed with:
- any heart condition, any circulatory condition (problems with blood flow, including high blood pressure) or any breathing condition (including asthma);
- any type of cancer;
- any joint and bone condition;
- any gastrointestinal (stomach) condition; or
- diabetes.
We will then decide if we can provide you with cover on your existing terms. We may ask you to pay an extra premium, add special conditions to the policy or exclude cover for that medical condition.
If we cannot provide cover for the medical condition diagnosed after you paid for the policy, or if you do not want to pay the extra premium, you can call us on 0845 246 0415 and make a cancellation claim if you have booked and paid for a journey that you have not yet made. Or, you can cancel your policy and we will send you a pro-rata refund, as long as you have not travelled or made a claim.
We will pay costs up to £5,000,000 for continuous medical and travel expenses while abroad that are necessary for up to 12 months as a result of you becoming physically ill or injured.
We will pay:
5. up to £2,500 for funeral expenses abroad or for the extra costs of returning your remains to your home in the UK.

Section 3 - Emergency medical and travel expenses abroad
This section allows you to receive essential emergency medical treatment if you fall ill or are injured in an accident while you are abroad. You can then either continue with your journey or, if medically necessary, be brought back to your home in the UK for further medical treatment. If you need more than simple outpatient treatment of the sort that you can pay for locally, you should call the Assistance service for help and advice. Please beware of excessive treatment charges and remember that this is not private health insurance. If you are in any doubt, please call us for advice. You can find the phone numbers for the Assistance service on page 22 of this booklet.
You must tell the Assistance service immediately if you are likely to be admitted to hospital for any reason. Many hospitals will not begin treatment until the costs have been guaranteed. If your condition is serious, we will bring you home to the UK as soon as the medical advisor considers that you are fit enough to travel safely.
Remember:
After you have paid for this policy, you must tell us if you are diagnosed with:
- any heart condition, any circulatory condition (problems with blood flow, including high blood pressure) or any breathing condition (including asthma);
- any type of cancer;
- any joint and bone condition;
- any gastrointestinal (stomach) condition; or
- diabetes.
We will then decide if we can provide you with cover on your existing terms. We may ask you to pay an extra premium, add special conditions to the policy or exclude cover for that medical condition.
If we cannot provide cover for the medical condition diagnosed after you paid for the policy, or if you do not want to pay the extra premium, you can call us on 0845 246 0415 and make a cancellation claim if you have booked and paid for a journey that you have not yet made. Or, you can cancel your policy and we will send you a pro-rata refund, as long as you have not travelled or made a claim.
We will pay costs up to £5,000,000 for continuous medical and travel expenses while abroad that are necessary for up to 12 months as a result of you becoming physically ill or injured.
We will pay:
5. up to £2,500 for funeral expenses abroad or for the extra costs of returning your remains to your home in the UK.

Section 2 - Personal money
This section covers your travel money against loss or theft. If you make a claim, you will need to provide evidence that you had the money, so please keep any receipts you have.
If your money is lost or stolen and you report it to the police, we will pay a single emergency cash advance of up to £100 for each insured adult, for each incident. You must then repay this amount to us when you return home or we can take it from the amount we pay for your claim.
We will not offer a cash advance under any other circumstances
Please note the advice given under the heading Be aware!in section 1 - Personal belongings, as it applies to this section also.
We will pay you up to £500 if your Personal money is lost or stolen while you are on your journey.
- The cash or bank note limit is £250 for each adult and £100 for each child.
Conditions:
- You must report any loss to the police within 24 hours of discovering it and you must get a written police report.
- If we ask, you must show us confirmation of the amount of foreign currency you have lost or had stolen. In the case of sterling, you must provide documents to prove that you had the money.
Exclusions
- We will not pay for loss or theft of Personal money unless you were carrying it with you or there is evidence that someone has broken into your safety deposit box or locked personal accommodation.
- We will not pay for loss or theft of Personal money in the form of travellers cheques or credit cards.
- We will not pay for loss or theft of Personal money left in a hotel courtesy store or storage room.
Excess
Please see your policy schedule.

If your money is lost or stolen and you report it to the police, we will pay a single emergency cash advance of up to £100 for each insured adult, for each incident. You must then repay this amount to us when you return home or we can take it from the amount we pay for your claim. We will not offer a cash advance under any other circumstances

Section 8 - Legal assistance
The 24 hour phone number for reporting personal injury, agreement disputes or being held abroad is 0870 240 0285 (+44 870 240 0285 from abroad).
We will pay
1. Up to £50,000 for legal costs to help you claim damages or compensation:
- for injury, illness or death, which happens during your journey; or
- following a dispute about an agreement you have for your journey.
2. Up to £250 for the first consultation that you arrange with a local solicitor if you are arrested or held by authorities during your journey.
We will pay for legal assistance if:
- any legal proceedings are carried out within the UK or within the geographical region by a court or other organisation that we agree to; and
- it is more likely than not that you will be successful with your claim.
What is not covered
We will not pay:
- to defend your legal rights in claims against you;
- any claim resulting from any illness or injury that develops gradually or is not caused by a specific or sudden accident;
- for actions between insured people (in other words, people insured on the same policy trying to make a claim against each other);
- legal costs and expenses that arose before we agreed to support your claim;
- claims reported more than 180 days after the date you knew or should have known about the incident leading to the claim; and
- legal costs:
- if you stop or settle a claim or withdraw instructions from solicitors and without our agreement;
- if you do not give suitable instructions to the solicitor; or
- if you make a false claim or knowingly give us any information about the claim that is incorrect or incomplete.
If any of these events occurs, you will have to refund any costs and expenses we have paid or agreed to pay during your claim.
Conditions
If you do not keep to the following conditions, we may refuse any claim and withdraw from any current claim.
You must:
- give us full details of your claim and any other information that we or the solicitor ask you for;
- tell us about any developments affecting your claim;
- tell us if the solicitor refuses to continue to act for you or if you withdraw your instructions;
- tell us if anyone makes a payment into court or offers to settle your claim;
- try to get back costs that we have to pay, and pay them to us;
- get our agreement in writing before you try to negotiate or settle a claim; and
- co-operate fully with the solicitor and us, and not do anything that might harm your claim.
If we ask, you must tell the solicitor to give us any documents or information that they have or know about.
Appointing a solicitor
- If we accept your claim, we or a solicitor we appoint will try to negotiate a settlement without having to go to court.
- If it is necessary to take your claim to court, or if there is a conflict of interests, you have the right to choose the solicitor who acts for you. Otherwise, we will appoint a solicitor to act for you.
- We or you will appoint a solicitor to act for you in line with our standard terms of appointment (ask us if you want a copy).
- You must not agree any charges with the solicitor without getting our permission first.
- If a solicitor refuses to continue acting for you with good reason, or if you dismiss them without good reason, your cover will end immediately unless we agree to appoint another solicitor.
You must tell your solicitor to do the following:
- Get our written permission before instructing a barrister or an expert witness.
- Tell us immediately if it is no longer more likely than not that you will be successful with your claim.
We can do the following:
- Contact the solicitor at any time, and they must co-operate fully with us at all times.
- Decide to settle your claim by paying the amount in dispute.
- Refuse to pay any more legal costs if you do not accept a reasonable offer to settle your claim.
- Refuse to pay any more legal costs if it is no longer more likely than not that you will be successful with your claim.
Arbitration
You have the right to refer any disagreement between you and us to arbitration. The arbitrator will be a solicitor, barrister or other suitably-qualified person that you and we agree on. If we cannot agree, the arbitrator will be chosen by the president of the Law Society or another similar organisation for that part of the UK or geographical region whose law governs this section of the policy. The arbitrators decision is final. Whoever loses the arbitration will pay for all the costs and expenses of the arbitration.
You can also refer any disagreement between you and us to the Financial Ombudsman Service, which is a free service. (See page 7 for details of our complaints procedure.)

Section 7 - If you lose your passport
If you lose your passport during your journey, we will pay you up to £250 for reasonable extra travel and accommodation costs abroad while you arrange a replacement.
Exclusions
We will not pay for any claim unless you report the loss to the police or British Consular Representative within 24 hours of discovering it.
Excess
Please see your policy schedule.

Section 3 - Emergency medical and travel expenses abroad
This section allows you to receive essential emergency medical treatment if you fall ill or are injured in an accident while you are abroad. You can then either continue with your journey or, if medically necessary, be brought back to your home in the UK for further medical treatment. If you need more than simple outpatient treatment of the sort that you can pay for locally, you should call the Assistance service for help and advice. Please beware of excessive treatment charges and remember that this is not private health insurance. If you are in any doubt, please call us for advice. You can find the phone numbers for the Assistance service on page 22 of this booklet.
You must tell the Assistance service immediately if you are likely to be admitted to hospital for any reason. Many hospitals will not begin treatment until the costs have been guaranteed. If your condition is serious, we will bring you home to the UK as soon as the medical advisor considers that you are fit enough to travel safely.
Remember:
After you have paid for this policy, you must tell us if you are diagnosed with:
- any heart condition, any circulatory condition (problems with blood flow, including high blood pressure) or any breathing condition (including asthma);
- any type of cancer;
- any joint and bone condition;
- any gastrointestinal (stomach) condition; or
- diabetes.
We will then decide if we can provide you with cover on your existing terms. We may ask you to pay an extra premium, add special conditions to the policy or exclude cover for that medical condition.
If we cannot provide cover for the medical condition diagnosed after you paid for the policy, or if you do not want to pay the extra premium, you can call us on 0845 246 0415 and make a cancellation claim if you have booked and paid for a journey that you have not yet made. Or, you can cancel your policy and we will send you a pro-rata refund, as long as you have not travelled or made a claim.
We will pay costs up to £5,000,000 for continuous medical and travel expenses while abroad that are necessary for up to 12 months as a result of you becoming physically ill or injured.
We will pay:
1. usual, reasonable and necessary emergency expenses for medical, surgical and hospital charges (including emergency dental treatment to treat sudden pain only);
2. the costs of returning you to the UK;

Settling your claim
For each item of your Personal belongings that is lost or damaged during your journey, we will decide whether to:
a. pay the cost of replacing it or part of a set as new; or
b. replace the item or part of a set as new; or
c. pay the cost of repairing the item or part of a set; or
d. make a cash payment to you.
We will decide which of the above options is most suitable. We will not pay the cost of replacing any other pieces that form part of a set.
Wear and tear
We will take an amount from any claim we pay to allow for wear and tear. This applies to claims involving:
a. clothing (including sports clothing); and
b. any item or part which is not replaced or repaired.

Settling your claim
For each item of your Personal belongings that is lost or damaged during your journey, we will
decide whether to:
a. pay the cost of replacing it or part of a set as new; or
b. replace the item or part of a set as new; or
c. pay the cost of repairing the item or part of a set; or
d. make a cash payment to you.
We will decide which of the above options is most suitable. We will not pay the cost of replacing
any other pieces that form part of a set.
Wear and tear
We will take an amount from any claim we pay to allow for wear and tear. This applies to claims
involving:
a. clothing (including spor ts clothing); and
b. any item or part which is not replaced or repaired.
Excess
Please see your policy schedule.

Section 1 - Personal possessions
This section covers your baggage against loss, theft, breakage or damage while you are away from home. There are limits in this section that may not be enough for expensive items such as jewellery and photographic or video equipment. However, you can usually insure these items separately under the All Risks extension of your home insurance.
Be aware!
You must look after your belongings, in particular, your valuables and your Personal money.
- You should carry these items on you, or secure them in baggage which stays with you at all times (not in suitcases to be checked in).
- Or you should leave them in your locked personal accommodation, a locked safety deposit box or a locked safe.
- You should never leave Valuables or Personal money on a beach or under a towel or sunbed, no matter how well hidden.
- You should not leave Valuables or Personal money in an unattended pushchair or buggy or in unattended coats or jackets. If you may hand these to someone else, for example, in a restaurant, you should first remove any items of value.
If you do not take reasonable precautions to protect your property, we may not pay your claim.
We will pay you up to a total of £1,000 (for the total life of your policy, not for each trip or for each incident) for your personal belongings if they are damaged, lost, stolen or destroyed.
- The single item limit for Personal possessions is £250.
- The total limit for all your Valuables is also £250.
Conditions
- You must keep your tickets and luggage tags and report any loss or theft within 24 hours to the police or to carriers if the loss or damage has happened during the journey. You must also get a police report form or a carriers property irregularity report form within seven days.
- You must meet the carriers conditions of carriage.
- You must not abandon any property to us.
- You must provide receipts for any lost or stolen items you are claiming for. These receipts must show the price of the item and the date and place you bought it.
Exclusions
We will not pay for loss, theft, breakage or damage to:
- valuables carried in backpacks or other luggage unless they are with you at all times;
- valuables which are not with you, left in your locked personal accommodation or stored in a locked safety deposit box or locked safe;
- valuables left in an unattended motor vehicle;
- valuables left in a hotel courtesy store or storage room;
- personal belongings which you have left unattended, unless they are locked in your personal accommodation, a locker or the secure area of a motor vehicle and there is evidence of someone using force to break in;
- films, tapes, cassettes, cartridges or discs which you have used, other than for their value as unused material;
- food items, bottles or cartons and their contents, and goods likely to rot, or any damage caused by these items;
- contact or corneal lenses, hearing aids and dentures;
- personal belongings caused by wear and tear, loss of value, moths, vermin or any cleaning, repairing or restoring process;
- sports equipment in use;
- anything shipped as freight;
- winter sports equipment;
- property which is specifically insured by another policy.
We will not pay for cracked, scratched or broken glass (other than lenses in cameras, binoculars, telescopes or spectacles), china or similar fragile articles.
Settling your claim
For each item of your Personal belongings that is lost or damaged during your journey, we will decide whether to:
a. pay the cost of replacing it or part of a set as new; or
b. replace the item or part of a set as new; or
c. pay the cost of repairing the item or part of a set; or
d. make a cash payment to you.
We will decide which of the above options is most suitable. We will not pay the cost of replacing any other pieces that form part of a set.
Wear and tear
We will take an amount from any claim we pay to allow for wear and tear. This applies to claims involving:
a. clothing (including sports clothing); and
b. any item or part which is not replaced or repaired.
Excess
Please see your policy schedule.

Section 4 - Cancelling or cutting short (curtailment) a journey
This section covers your expenses if you have to cancel, change or cut short your journey because of a stay in hospital, or if someone has fallen ill or died.
If you need to change or cut short your journey or you expect to have to extend your stay abroad because of an illness or injury, you must tell the Assistance Company immediately and before you make any travel or treatment arrangements.
We will pay you up to a total of £3,000 for claims under this section if you cannot travel as planned or have to return home early as a result of the death or serious injury or illness of:
- you;
- a companion your travel depends on; or
- a member of your immediate family.
Part one - Before you travel
Changing your departure
We will pay up to £1,500 for any administration or cancellation charges for:
- changing your tickets to a new departure date; and
- changing the dates for any accommodation you have already booked;
as long as:
- your journey is delayed for a month or less; and
- you supply us with medical evidence showing that you were not fit to travel at that time and that you are now fit to travel.
Cancelling your journey
If you have to cancel your journey, we will pay you up to £3,000 for your personal accommodation and transport charges that you cannot get back from any other source. We will only pay the charges that would have applied when you first realised you needed to cancel.
Part two - While you are away
Cutting short your journey
If you have to return home early, we will pay up to £3,000 for any personal accommodation and transport charges which you do not use but that you have already booked and paid or agreed to pay.
We will also pay up to £500 for extra transport costs to take you home and then bring you back if you have to interrupt your journey to return home to retake exams which you need to get into university. This does not apply to any other reasons listed under this section.
Conditions
These conditions apply to parts one and two.
- Neither you, nor anyone else the journey depends on, must have been diagnosed with a terminal illness before the journey was booked.
- You must not be waiting for medical treatment as a hospital inpatient or day-patient before the start of this policy unless we know about it and have agreed it in writing.
- You must give the Assistance service full details as soon as you know of an incident that may lead you to cut short your journey.
- You must accept our decisions about the most suitable, practical and reasonable solution to the problem.
- You must provide us (at your expense) with medical information confirming that you saw a registered Doctor in addition to clearly stating the medical reasons for cancelling or cutting short (curtailment) your journey.
- After you have paid for this policy, you must tell us if you are diagnosed with:
- any heart condition, any circulatory condition (problems with blood flow, including high blood pressure) or any breathing condition (including asthma);
- any type of cancer;
- any joint and bone condition;
- any gastrointestinal (stomach) condition; or
- diabetes.
We will then decide if we can provide you with cover on your existing terms. We may ask you to pay an extra premium, add special conditions to the policy or exclude cover for that medical condition.
If we cannot provide cover for the medical condition diagnosed after you paid for the policy, or if you do not want to pay the extra premium, you can call us on 0845 246 0415 and make a cancellation claim if you have booked and paid for a journey that you have not yet made. Or, you can cancel your policy and we will send you a pro-rata refund, as long as you have not travelled or made a claim.
Exclusions
These exclusions apply to parts one and two. We will not pay for claims caused by:
- you not having the correct passport or visa;
- you not wanting to travel or not enjoying the journey;
- pregnancy within the 12 weeks (16 weeks if you are expecting more than one baby) immediately before the date you are due to give birth or seven days after giving birth;
- any other costs involved in you returning to or from your journey destination, or other replacement travel and accommodation arrangements;
- travel or accommodation expenses which the Assistance service has not agreed to;
- any incident where you do not have a medical certificate from the doctor treating you abroad which says that you need to return home early;
- unemployment that you were aware of before you booked your journey or before you bought your insurance; and
- the cost of unused original travel tickets where the Assistance service has arranged and paid for you to come home early.
Excess
Please see your policy schedule.

Section 6 - Personal liability
If we agree in writing, we will pay up to £2,000,000 for each policy that you are legally responsible for as a result of an incident you have caused during a journey that leads to:
1. death or physical injury to any person; or
2. accidental loss of or damage to property that:
- does not belong to you or any member of your family; or
- is not in the charge or control of you or a member of your family.
We will not pay for any costs we have not agreed in writing.
Exclusions
We will not pay claims that result from:
- your deliberate actions or failure to act;
- your job or that of a member of your family;
- an agreement unless the liability would have existed without that agreement;
- claims made by your family or an employee of you or your family, another insured person or a travelling companion;
- you owning, handling or looking after any animal;
- you acting as the leader of a group taking part in an activity; or
- you owning or using a firearm, an aircraft or a horse-drawn, waterborne, motorised, mechanical or towed vehicle.
Excess
Please see your policy schedule.

What to do if you need to make a claim
If something happens during the period of insurance, you must follow the procedures below.
CANCELLATION CLAIMS - PHONE 0845 246 0415
You must tell us immediately of any reason that may lead to you making a claim.
FOR 24-HOUR ASSISTANCE WHILE YOU ARE ABROAD PLEASE CALL THE ASSISTANCE SERVICE ON THE NUMBERS BELOW.
For assistance in North and South America or the Caribbean:
USA and Canada Call toll-free on 1 877 350 6968
Fax from USA and Canada Fax toll-free on 1 888 298 6340
South and Central America Call collect (Canada) 905 816 2565
Caribbean Call collect (Canada) 905 816 2565
Fax from Caribbean and South and Central America Fax (Canada) 905 813 4719
For assistance anywhere else in the world:
Phone (UK) +44 870 241 4628
Fax (UK) +44 124 377 3169
Serious medical emergency or cutting short your journey
Contact the Assistance Service as soon as possible. Where reasonably possible, you must contact the Assistance Service before you go to a doctor or hospital to receive emergency treatment. Give the Assistance Service your name, policy number, address, contact number abroad and the name and telephone number of the doctor and/or hospital treating you (if you are already at a hospital).
The Assistance Service will help you get the care or assistance you need by directing or transferring you to a medical service provider in the local medical network, contacting your family in the UK or arranging emergency transport home, where appropriate.
The Assistance Service will talk to the medical service provider and arrange to pay your insured expenses direct if possible. The Assistance Service will ask the medical service provider to bill all insured medical expenses direct to us, not to you. Please keep receipts for any expenses you pay.
All cardiac procedures, including invasive or aggressive treatment, must be approved in advance by the medical adviser and Assistance Service.
Please beware of excessive treatment charges. If you are in any doubt, please call us for advice or ask someone else to call us for you.
If your condition is serious the Assistance Service will arrange for you to be brought home to the UK as soon as the medical adviser considers that you are fit enough to travel safely. If the Assistance Service decides you are medically able to return to the UK and you choose not to return, we will not pay any extra expenses for your continued treatment and care or medical complications following emergency treatment.

Insured activities
You are automatically covered to try the following non-contact sports if your hotel, holiday organiser or a recognised provider of the service has arranged them.
Abseiling
Baseball
Boating
Bungee jump (one)
Camel/elephant/horse trekking
Canoeing
Cricket
Cycling (excluding mountain cycling)
Deep sea fishing
Dinghy sailing (only on inland waters or coastal waters within a 12-mile limit from land)
Fell walking
Football
Golf
Hockey
Hot air ballooning (organised excursion)
Jet skiing
Kayaking (including white water up to grade 3)
Parascending (towed by boat)
Quad-biking (up to 250cc)
Racquet sports
Rafting (including white water up to grade 3)
Rambling
Roller skating or boarding
Rowing
Safaris (organised)
Sailing (only on inland waters or coastal waters within a 12-mile limit from land)
Scuba diving (to 18 metres)
Skateboarding
Snorkelling
Surfing
Swimming (in pool and on inland or coastal waters within a 12-mile limit from land)
Trekking (up to 5,500 metres)
Volleyball
Water skiing
White water rafting (including white water up to grade 3)
Windsurfing (only on inland waters or coastal waters within a 12-mile limit from land)
Please phone us on 0845 246 0489 if you are taking part in an activity which is not listed above or if the main purpose of your journey is to take par t in a particular activity.
Conditions
- The activities must be carried out in a safe and professional way. If appropriate, they should be supervised by a qualified person or arranged through a recognised provider of the service.
- You must not act irresponsibly or put yourself in needless danger.
- If you are taking any sports equipment away with you such as tents, golf clubs or fishing rods please call us to ensure you are fully covered.
Exclusions
We will not pay for any claim caused by:
- you taking part in an activity as a professional in that activity;
- you taking part in an insured activity against local warning or advice;
- you taking part in expeditions or crewing a vessel from one country to another.

General conditions and exclusions
These apply to all sections of the policy. There are also additional conditions and exclusions that apply to individual sections of the policy.
2. Exclusions
A. We will not pay for any loss under this policy in connection with or caused in any way by:
1. war or hostilities, civil unrest or travel to a destination where the Foreign and Commonwealth Office has advised against all travel;
2. the legal action of Customs or any government officials or authorities of any country;
3. ionising radiation or radioactive contamination caused by nuclear fuel or waste, or the radioactive, toxic, explosive or other dangerous properties of any explosive nuclear equipment;
4. you committing suicide, deliberately injuring yourself, making yourself ill or putting yourself in needless danger, sexually transmitted diseases, insanity, alcohol or drugs or solvent abuse;
5. your duties as a member of the Armed Forces;
6. you breaking the law or being dishonest;
7. you travelling in an aircraft (other than as a fare-paying passenger in a fully licensed passenger carrying aircraft);
8. you using a two-wheeled motor vehicle as a rider or a passenger unless you are wearing a helmet, and unless the rider holds a full UK motorcycle licence;
9. any form of industrial action, strike or failure of public transport that was announced on television, news bulletins or in the press before you booked a trip and bought this insurance;
and
10. terrorism. This exclusion does not apply to Section 3 - emergency medical and travel expenses abroad or to Section 5 - Personal accident except where nuclear, chemical or biological weapons, devices or agents are used;
11. any claims or costs caused by you climbing, jumping or moving from one balcony to another, regardless of the height of the balcony, unless your life is in danger; and
12. your employment other than in temporary casual work including manual work.

2. Exclusions
A. We will not pay for any loss under this policy in connection with or caused in any way by:
10. terrorism. This exclusion does not apply to Section 3 - emergency medical and travel expenses abroad or to Section 5 - Personal accident except where nuclear, chemical or biological weapons, devices or agents are used;

2. Exclusions
A. We will not pay for any loss under this policy in connection with or caused in any way by:
10. terrorism. This exclusion does not apply to Section 3 - emergency medical and travel expenses abroad or to Section 5 - Personal accident except where nuclear, chemical or biological weapons, devices or agents are used;

General conditions and exclusions
These apply to all sections of the policy. There are also additional conditions and exclusions that apply to individual sections of the policy.
1. Conditions
A. We will not pay any claims under this policy unless you meet the following conditions.
1. You are a resident of the UK and aged 64 or under at the start of the policy.
2. You do all that you reasonably can to avoid accident, injury, loss or damage.
3. You tell the police or the carrier as soon as reasonably possible about any incident that may lead to a claim under this policy. For losses under sections 1 and 2 of this policy, you must report full details of the incident within 24 hours.
4. You must tell us about any claim within 2 months of the incident.
5. You must pass on to us immediately every writ, summons and other document you receive in connection with a claim.
6. You must give us all the information, original documents (we cannot accept photocopies) and help that we need at your own expense. This includes medical certificates and details of your household insurance and any other insurance that may cover a claim under this policy.
7. You must not admit liability, offer or promise to pay anyone without our written permission.
8. You must travel only to the geographical regions shown in your policy schedule.
9. You must not take part in any dangerous activities or manual work.
B. We have the right to do the following:
1. We can reject any claim which is in any way connected with a pre-existing medical condition that:
- you suffer from; and
- you did not tell us about; and
- we did not agree cover for it in writing.
2. We can reject any claim that is in any way fraudulent. If this happens we will cancel your policy and have no liability to pay claims.
3. We can take legal action in your name but at our expense to recover any payment we have made under the policy.
4. We can cancel all benefits under the policy for a journey if we have made a payment under Section 3 for that journey, other than Section 8.
5. We can keep your premium unless you return the policy to us within 14 days of receiving it.
We will refund your premium only if:
- you return it within 14 days; and
- we receive it before the departure date of your first journey; and
- you have not taken any trips, or you have not made or intend to make any claims.
6. We can cancel your cover from the start of the policy if you do not pay the premium.
7. We can ask you to pay an extra premium, add conditions to the policy or exclude cover for medical conditions if you are diagnosed with any new medical conditions during the period of insurance. If we cannot provide cover for the medical conditions diagnosed after you paid for the policy, or if you do not want to pay the extra premium, you can call us on 0845 246 0415 and make a cancellation claim if you have booked and paid for a journey that you have not yet made. Or, you can cancel your policy and we will send you a pro-rata refund, as long as you have not travelled or made a claim.
8. We can use your unused travel tickets if you cancel your journey or return home early.
9. We can cancel the policy if you give us false information or withhold information that could affect this policy.
10. We can refund only a proportion of your premiums and charge an administration fee of £10 if you want to cancel the policy before it ends.

Excesses and limits of cover
Excesses
You will have to pay a fixed amount (an excess) towards any claim you make under certain sections.
These excesses are shown in your policy schedule. The excess applies separately to:
- each person claiming; and
- each incident that leads to a claim.
- Limits of cover
Certain limits apply to each section of the policy. These limits are shown in the policy and on your policy schedule.

Excess: An excess of £35 for Annual, £40 for Single Trip and £50 for Discoverer, per person, will be charged on certain claims for Personal Possessions and Money, Medical and Emergency Expenses, Loss of Passport, Cancellation, Curtailment and Winter Sports.

Excess: An excess of £35 for Annual, £40 for Single Trip and £50 for Discoverer, per person, will be charged on certain claims for Personal Possessions and Money, Medical and Emergency Expenses, Loss of Passport, Cancellation, Curtailment and Winter Sports.
.

Excess: An excess of £35 for Annual, £40 for Single Trip and £50 for Discoverer, per person, will be charged on certain claims for Personal Possessions and Money, Medical and Emergency Expenses, Loss of Passport, Cancellation, Curtailment and Winter Sports.