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SECTION 1 Medical Emergency and Repatriation Service
The purpose of this section is to enable you to seek essential emergency medical treatment should you fall ill or be injured in an accident whilst you are abroad or injured in an accident whilst you are on your journey. If you require more than simple out-patient treatment of the sort that you can pay for locally, you should call our Assistance Service for help and advice. You should beware of requests for you to pay for excessive treatment charges; if you are in any doubt please call us for advice. Assistance Service contact details are shown in the 'What to do in the event of a claim' section. You must inform our Assistance Service immediately if there is any likelihood that you may be admitted to hospital for any reason; many hospitals will not begin treatment until the costs have been guaranteed. Should your condition be serious, we will repatriate you to your home in the United Kingdom as soon as our medical experts consider 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 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, you can call us on 0845 300 77 00 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.
Part One - Emergency Medical Expenses Abroad
We will pay up to £2,000,000 for the following expenses necessarily incurred as a result of you becoming physically ill or sustaining personal injury whilst abroad:
- Usual and reasonable emergency expenses for medical, surgical and hospital charges (including emergency dental treatment for the relief of immediate distress only);
- Reasonable additional cost of repatriation to the United Kingdom;
- Reasonable additional bed and breakfast accommodation plus evening meal expenses of up to £15 per day;
- Economy travel and accommodation expenses of one relative or one friend, resident in the United Kingdom, who is required on medical advice to travel to, remain with or escort you if you are severely injured or become seriously ill. Valid receipts must be supplied to us;
- Reasonable additional cost of funeral expenses abroad or additional cost of returning your mortal remains to your residence in the United Kingdom.
Part Two - Medical Expenses in the United Kingdom
We will pay up to £2,000 per person for the following expenses necessarily incurred as a result of you becoming physically ill or sustaining personal injury while on your journey within the United Kingdom;
- Reasonable additional transport and accommodation expenses incurred by of for you and any one other person who is required on medical advice to remain with you or travel to you from within the United Kingdom or to travel with you;
- Reasonable charges in the event of your death for the cost of conveying your mortal remains to your home;
- Reasonable charges necessarily incurred to transfer you by ambulance to a hospital or nursing home nearer to your home.
Exclusions
We will not pay for any claim arising directly or indirectly from:
- Any treatment or aid required 12 months after the injury or illness happened.
- Any pre-existing medical conditions.
- Any treatment or aid obtained in the United Kingdom;
- Any elective (non-emergency) treatment, tests or surgery and cosmetic surgery, that are not directly related to the illness or injury resulting in your admittance to hospital;
- Any surgery or medical treatment which, in the opinion of our medical advisors, is not essential or could wait until your return to the United Kingdom;
- Any treatment or aid obtained after you, in the opinion of our medical advisors, first became able to return to the United Kingdom;
- For the cost of any telephone calls, faxes or other telecommunications unless we agree otherwise, other than the cost of the initial call to the 24-hour Emergency Assistance Service.
- An anticipated event;
- Any treatment or help where, given your physical or mental condition, you should not have travelled or it would have been reasonable for you to have consulted your medical practitioner, prior to booking or taking the trip, about whether or not it was appropriate for you to travel;
- The additional cost of single or private room accommodation at a hospital or clinic;
- Any expenses for in-patient treatment or repatriation which have not been authorised by us;
- Any medication which at the time of departure is known by you to be required or to be continued abroad;
- Any dental work involving the use of precious metals;
- Any treatment or services provided by a health spa, convalescent, nursing home or any rehabilitation centre;
- Any costs over £50 relating to extended parking fees, kennel or cattery costs as a result of a medical claim overseas where your return to the UK is delayed.
Conditions
In addition to the General Conditions, the payment of claims under this section of the Policy is conditional upon you:
- Not travelling contrary to medical advice or specifically to obtain medical treatment;
- Not having received a terminal prognosis from a registered medical practitioner prior to the journey being booked or the issue of this policy, whichever came last;
- Not awaiting medical treatment as a hospital in-patient prior to any journey being booked unless it has been disclosed to and accepted in writing by us;
- Advising the Assistance Service immediately in the event of a medical emergency, giving full details;
- Accepting our decisions concerning the most suitable, practical and reasonable solutions to any medical emergency;
- Having advised us of any significant change to your health or circumstances during the period of insurance prior to any new travel arrangements being made.
Excess
You will be required to pay the first £50 of each and every incident giving rise to a claim for out-patient medical treatment under Part One of this section. (No excess for children under 18)
If you use an EHIC to reduce the cost of your medical treatment in Europe and we successfully recover 75% or more of any amounts we have paid on your behalf, you will not have to pay the excess (shown in your policy schedule) for any medical expense claim under this policy.
Claims Guidance
- Observe the instructions in the section entitled "What to do in the event of a claim" at the end of the document.
- Keep all receipts and accounts reserved for expenses incurred.
- If you receive medical attention for injury or illness, you must obtain receipted accounts together with a Medical Certificate showing the nature of the injury or illness.
- If your journey is extended or curtailed due to injury or illness arising abroad, you are required to obtain a letter from the medical authority concerned confirming that the extension or curtailment is medically necessary.
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Section 4 - Personal Money
The purpose of this Section is to cover your travel money against loss or theft. In the event of a claim, you will be required to provide evidence that you had the money, so please retain all receipts. We will pay you up to £400 in respect of your personal money that is lost or stolen while on your journey.
- Cash or bank note limit - £200 (£100 for children under 18).
Exclusions
We will not pay for the loss or theft of personal money:
- Unless it is in your possession, or following forcible and violent entry when deposited in a safety deposit box where available or your locked personal accommodation.
- Due to depreciation in value or shortage caused by error or omission.
- In the form of travellers cheques or credit cards.
Conditions
In addition to the General Conditions, the payment of claims under this section of the policy is conditional upon you:
- Reporting the loss to the Police within 24 hours of discovery and obtaining a written report.
- Providing us on request, with confirmation from the issuer of the foreign currency of the sum supplied. In the case of sterling, documentary evidence of possession must be produced.
Excess
You will be required to pay the first £50 of each and every incident giving rise to a claim under this section. Please note that this excess applies to each claimant. (No excess for children under 18.)
Claims Guidance
For all losses, report the matter to the Police as soon as possible, but within 24 hours of discovery, and obtain a written report from them. You should also report it to your courier, hotel/apartment manager as appropriate.
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Section 9 - Loss of Passport
If during a journey you lose your passport we will pay you up to £200 for reasonable additional travel and accommodation costs necessarily incurred abroad to obtain a replacement.
Exclusion
We will not pay for any claim where the loss of the passport is not reported to the Police or a British Consular Representative within 24 hours of discovery.
Excess
You will be required to pay the first £50 for each and every incident giving rise to a claim under this section. Please note that this excess applies to each claimant. Excesses do not apply to children when travelling with an insured adult.
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Section 2 - Personal Possessions
The purpose of this section is to cover your baggage against loss, theft, breakage or damage while you are away from home. It is subject to limits which may be inadequate for expensive items such as jewellery and photographic or video equipment; these items can usually be insured separately under your household insurance. We will pay you up to £1,250 (limited to £625 for children under 18) in respect of your personal possessions if they are partially damaged, lost, stolen or destroyed while on your journey, subject to the following limits:
- Single article for personal possessions - £200 (£100 for children under 18).
- Overall valuables limit - £200 (£100 for children under 18).
Exclusions
We will not pay for loss, theft, breakage or damage to:
- Valuables carried in suitcases or other items of luggage unless, at all times, they are attended by you.
- Valuables, unless at all times they are either attended by you or left in your locked personal accommodation or in a locked safety deposit box where available.
- Personal possessions left unattended unless in your locked personal accommodation or in a secure area of a motor vehicle, provided also that there is evidence of force and violence having been used to gain entry to the accommodation or vehicle.
- Films, tapes, cassettes, cartridges or discs other than for their value as unused material unless purchased pre-recorded when we will pay up to the makers latest list price.
- Perishable goods, bottles or cartons and their contents or any damage caused by such items.
- Property more specifically insured elsewhere.
- Contact or corneal lenses, dentures or hearing aids.
- Personal possessions due to wear and tear, depreciation, deterioration or damage by moth, vermin or by process of cleaning, repairing or restoring.
- Sports equipment and accessories while in use.
- Household goods and anything shipped as freight.
- Winter sports equipment.
We will not pay for cracking, scratching or breakage of glass (other than lenses in cameras, binoculars, telescopes or spectacles), china or similar fragile articles.
Conditions
In addition to the General Conditions, the payment of claims under this section of the policy is conditional upon you:
- Retaining your tickets and luggage tags and giving notice within 24 hours, to the Police of any loss or theft or to carriers when the loss or damage has occurred in transit. Either a Police report form or a carriers property irregularity report form must be obtained within seven days.
- Complying with carriers conditions of carriage.
- Not abandoning any property to us.
- Obtaining written estimates for cost of repair for claims for damage to any items.
- Providing receipts for lost or stolen items in order to substantiate your claim.
Claim Settlement
For each item of your personal possessions that is lost or damaged during your journey, we will, at our option:
- Pay the cost of replacing the item or part of a set as new, or
- Replace the item or part of a set as new, or
- Pay the cost of repairing the item or part of a set, or
- Make a cash payment, but not pay the cost of replacing any companion pieces which form part of a set.
Excess
You will be required to pay the first £50 of each and every incident giving rise to a claim under this section. Please note that this excess applies to each claimant. (No excess for children under 18.)
Wear and Tear
A deduction will be made for any wear and tear or betterment in any claim settled for:
- Clothing (including sports clothing).
- Any item or part which is not replaced or repaired.
Claims Guidance
- For all losses, report the matter to the Police as soon as possible, but should be within 24 hours of discovery, and obtain a written report from them. You should also report it to your courier or hotel/apartment manager as appropriate.
- For all damage claims obtain a written estimate for repairs.
- In all circumstances, receipts or vouchers for items lost or damaged should be retained as these will help you substantiate your claim.
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Section 2 - Personal Possessions
The purpose of this section is to cover your baggage against loss, theft, breakage or damage while you are away from home. It is subject to limits which may be inadequate for expensive items such as jewellery and photographic or video equipment; these items can usually be insured separately under your household insurance. We will pay you up to £1,250 (limited to £625 for children under 18) in respect of your personal possessions if they are partially damaged, lost, stolen or destroyed while on your journey, subject to the following limits:
- Single article for personal possessions - £200 (£100 for children under 18).
- Overall valuables limit - £200 (£100 for children under 18).
Exclusions
We will not pay for loss, theft, breakage or damage to:
- Valuables carried in suitcases or other items of luggage unless, at all times, they are attended by you.
- Valuables, unless at all times they are either attended by you or left in your locked personal accommodation or in a locked safety deposit box where available.
- Personal possessions left unattended unless in your locked personal accommodation or in a secure area of a motor vehicle, provided also that there is evidence of force and violence having been used to gain entry to the accommodation or vehicle.
- Films, tapes, cassettes, cartridges or discs other than for their value as unused material unless purchased pre-recorded when we will pay up to the makers latest list price.
- Perishable goods, bottles or cartons and their contents or any damage caused by such items.
- Property more specifically insured elsewhere.
- Contact or corneal lenses, dentures or hearing aids.
- Personal possessions due to wear and tear, depreciation, deterioration or damage by moth, vermin or by process of cleaning, repairing or restoring.
- Sports equipment and accessories while in use.
- Household goods and anything shipped as freight.
- Winter sports equipment.
We will not pay for cracking, scratching or breakage of glass (other than lenses in cameras, binoculars, telescopes or spectacles), china or similar fragile articles.
Conditions
In addition to the General Conditions, the payment of claims under this section of the policy is conditional upon you:
- Retaining your tickets and luggage tags and giving notice within 24 hours, to the Police of any loss or theft or to carriers when the loss or damage has occurred in transit. Either a Police report form or a carriers property irregularity report form must be obtained within seven days.
- Complying with carriers conditions of carriage.
- Not abandoning any property to us.
- Obtaining written estimates for cost of repair for claims for damage to any items.
- Providing receipts for lost or stolen items in order to substantiate your claim.
Claim Settlement
For each item of your personal possessions that is lost or damaged during your journey, we will, at our option:
- Pay the cost of replacing the item or part of a set as new, or
- Replace the item or part of a set as new, or
- Pay the cost of repairing the item or part of a set, or
- Make a cash payment, but not pay the cost of replacing any companion pieces which form part of a set.
Excess
You will be required to pay the first £50 of each and every incident giving rise to a claim under this section. Please note that this excess applies to each claimant. (No excess for children under 18.)
Wear and Tear
A deduction will be made for any wear and tear or betterment in any claim settled for:
- Clothing (including sports clothing).
- Any item or part which is not replaced or repaired.
Claims Guidance
- For all losses, report the matter to the Police as soon as possible, but should be within 24 hours of discovery, and obtain a written report from them. You should also report it to your courier or hotel/apartment manager as appropriate.
- For all damage claims obtain a written estimate for repairs.
- In all circumstances, receipts or vouchers for items lost or damaged should be retained as these will help you substantiate your claim.
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Section 2 - Personal Possessions
The purpose of this section is to cover your baggage against loss, theft, breakage or damage while you are away from home. It is subject to limits which may be inadequate for expensive items such as jewellery and photographic or video equipment; these items can usually be insured separately under your household insurance. We will pay you up to £1,250 (limited to £625 for children under 18) in respect of your personal possessions if they are partially damaged, lost, stolen or destroyed while on your journey, subject to the following limits:
- Single article for personal possessions - £200 (£100 for children under 18).
- Overall valuables limit - £200 (£100 for children under 18).
Exclusions
We will not pay for loss, theft, breakage or damage to:
- Valuables carried in suitcases or other items of luggage unless, at all times, they are attended by you.
- Valuables, unless at all times they are either attended by you or left in your locked personal accommodation or in a locked safety deposit box where available.
- Personal possessions left unattended unless in your locked personal accommodation or in a secure area of a motor vehicle, provided also that there is evidence of force and violence having been used to gain entry to the accommodation or vehicle.
- Films, tapes, cassettes, cartridges or discs other than for their value as unused material unless purchased pre-recorded when we will pay up to the makers latest list price.
- Perishable goods, bottles or cartons and their contents or any damage caused by such items.
- Property more specifically insured elsewhere.
- Contact or corneal lenses, dentures or hearing aids.
- Personal possessions due to wear and tear, depreciation, deterioration or damage by moth, vermin or by process of cleaning, repairing or restoring.
- Sports equipment and accessories while in use.
- Household goods and anything shipped as freight.
- Winter sports equipment.
We will not pay for cracking, scratching or breakage of glass (other than lenses in cameras, binoculars, telescopes or spectacles), china or similar fragile articles.
Conditions
In addition to the General Conditions, the payment of claims under this section of the policy is conditional upon you:
- Retaining your tickets and luggage tags and giving notice within 24 hours, to the Police of any loss or theft or to carriers when the loss or damage has occurred in transit. Either a Police report form or a carriers property irregularity report form must be obtained within seven days.
- Complying with carriers conditions of carriage.
- Not abandoning any property to us.
- Obtaining written estimates for cost of repair for claims for damage to any items.
- Providing receipts for lost or stolen items in order to substantiate your claim.
Claim Settlement
For each item of your personal possessions that is lost or damaged during your journey, we will, at our option:
- Pay the cost of replacing the item or part of a set as new, or
- Replace the item or part of a set as new, or
- Pay the cost of repairing the item or part of a set, or
- Make a cash payment, but not pay the cost of replacing any companion pieces which form part of a set.
Excess
You will be required to pay the first £50 of each and every incident giving rise to a claim under this section. Please note that this excess applies to each claimant. (No excess for children under 18.)
Wear and Tear
A deduction will be made for any wear and tear or betterment in any claim settled for:
- Clothing (including sports clothing).
- Any item or part which is not replaced or repaired.
Claims Guidance
- For all losses, report the matter to the Police as soon as possible, but should be within 24 hours of discovery, and obtain a written report from them. You should also report it to your courier or hotel/apartment manager as appropriate.
- For all damage claims obtain a written estimate for repairs.
- In all circumstances, receipts or vouchers for items lost or damaged should be retained as these will help you substantiate your claim.
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Section 5 - Cancellation of a Journey
Cancellation Cover
Start and end date of cover. Cover commences on the date you purchase the policy and ends on the day that you leave on that journey providing that both the departure date and return date fall within the period of insurance. We will pay you up to £2,500 in the event of the loss of personal accommodation or transport charges and additional travel expenses paid or contracted to be paid by or for you (including up to £150 per person for the loss of excursion charges pre-paid in the United Kingdom) following necessary cancellation after the date of booking the journey
and in the period of insurance as a result of any of the following:
- Your death or serious injury or illness or that of:
- a companion upon whom your travel depends;
- a member of your immediate family;
- a business partner resident in the United Kingdom;
- a person abroad in whose home you are intending to stay.
- You or a companion upon whom your travel depends being required:
- in the United Kingdom for Jury Service or as a witness in a Court of Law during the journey, or
- to stay home following a serious burglary, fire, storm or flood damage to your home or usual place of business in the United Kingdom occurring within seven days prior to the commencement of the journey.
- You being made redundant.
- You being required as a member of the armed forces or the police, ambulance, fire or nursing service for unexpected emergency duty or posted overseas during the intended journey period.
- The Foreign and Commonwealth Office advising against all travel to your intended destination during the period of your journey.
- You have been advised, for any reason, not to travel by a medical practitioner.
In the event of your flight being booked with AirMiles we will pay the cost of an equivalent flight to be taken within three months from the date of the loss.
We will pay only those cancellation charges that would have applied at the time you first became aware of the need to cancel, if a valid claim exists.
Exclusions
We will not pay for any event which is the result of:
- Your failure to obtain the required passport and/or visa.
- Default of any transport or accommodation provider or their agent or any person acting as your agent or your conference organiser.
- Your disinclination to travel or your loss of enjoyment of the journey.
- Your redundancy of which you were aware prior to the booking of the journey.
- An Anticipated Event.
- Any treatment or help where, given your physical omental condition, you should not have travelled or it would have been reasonable for you to have consulted your medical practitioner, prior to booking or taking the trip, about whether or not it was appropriate for you to travel.
- The transport operator or their agents refusing to transport you, immediate family or a travelling companion, because they consider that you or they are not fit to travel. We will not pay claims related directly or indirectly to a medical condition of a member of your immediate family, travelling companion or business associate (whether they are travelling or not) who, at the time of booking the trip or purchasing this insurance, has been:
- A hospital in-patient in the last 12 months or been put on a waiting list for hospital treatment; or
- Diagnosed with or had cancer in the last five years.
Conditions
In addition to the General Conditions, the payment of claims under this section of the policy is conditional upon:
- Anyone upon whom the journey depends not having received a terminal prognosis from a registered medical practitioner prior to the journey being booked.
- You not awaiting medical treatment as a hospital in-patient prior to any journey being booked unless it has been accepted in writing by us.
- You at no time booking a journey if you know of any reason why it may be cancelled.
- If you cancel because of illness, you must provide us (at your expense) with medical information confirming that you saw a registered doctor as well as clearly stating the medical reasons for cancelling.
- If unemployed you being registered for work with the employment service.
- 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 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, you can call us on 0845 300 77 00 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.
Excess
You will be required to pay the first £50 (reduced to £10 for loss of a holiday deposit only) for each and every incident giving rise to a claim under this section. Please note that this excess applies to each claimant. Excesses do not apply to children when travelling with an insured adult.

Section 6 - Curtailment of a Journey
This section covers your extra expenses if you have to cut short your journey because of a stay in hospital, or because a member of your immediate family has fallen ill or died or for other compassionate reasons as detailed below. If you need to curtail your journey or expect to have to extend your stay because of illness or injury you must inform the Assistance Service immediately and before arrangements are made. We will pay you up to £2,500 for loss of personal accommodation and transport charges or travel expenses (including up to £150 for the loss of excursion charges, prepaid in the United Kingdom due to the necessary curtailment (the cutting short) of your journey as a result of:
- Your death, serious injury or illness or that of:
- a companion upon whom your travel depends;
- a member of your immediate family;
- a business partner resident in the United Kingdom;
- a person resident abroad in whose home you are intending to stay; or
- You, or a companion upon whom your travel depends being required:
- by the Police following a serious burglary, fire, storm or flood damage to your home or usual place of business in the United Kingdom, or
- to attend a United Kingdom Court of Law as a witness or for Jury Service when postponement of the Jury Service has been denied by a Court Official.
Exclusions
We will not pay for any event that is the result of:
- Your disinclination to travel or your loss of enjoyment of the journey.
- Weather conditions.
- An Anticipated Event.
- Any additional or unused travel or accommodation costs to your journey destination or home following curtailment or alternative accommodation incurred without the consent of the Assistance Service.
- Any travel or accommodation expenses incurred without the consent of the Assistance Service.
- Additional costs incurred which are recoverable from the tour operator, airline or hotel, or other provider of the service.
- We will not pay claims related directly or indirectly to a medical condition of a member of your immediate family, travelling companion or business associate (whether they are travelling or not) who:
- has been a hospital inpatient in the last 12 months or been put on a waiting list for hospital treatment; or
- has been diagnosed with or had cancer in the last five years.
- Any treatment or help where, given your physical omental condition, you should not have travelled or it would have been reasonable for you to have consulted your medical practitioner, prior to booking or taking the trip, about whether or not it was appropriate for you to travel.
Conditions
In addition to the General Conditions, the payment of claims under this Section of the policy is conditional upon you:
- Not travelling contrary to medical advice or specifically to obtain medical treatment.
- Or anyone upon whom the journey depends not having received a terminal prognosis from a Registered Medical Practitioner prior to the journey being booked or the insurance being taken out, whichever came last.
- At no time booking a journey if you know of any reason why it may be curtailed.
- While on a journey, immediately advising our Assistance Service of any event which might result in the curtailment of your journey, giving full details.
- Accepting our decision concerning the most suitable, practical and reasonable solution to the problem.
- Having advised us of any significant change to your health or circumstances during the period of insurance prior to any new travel arrangements being made.
Excess
You will be required to pay the first £50 for each and every incident giving rise to a claim under this section. Please note that this excess applies to each claimant. Excesses do not apply to children when travelling with an insured adult.
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Section 8 - Delayed Departure
If the transport for which you have checked in is delayed at its departure point by at least 12 hours from the time shown in your travel itinerary, we will pay you either:
- £20 for the first 12 hours delay and thereafter £10 for each subsequent full 12 hours delay to a maximum of £200 under this policy; or
- Up to £2500 cancellation costs if, after the first 12 hours delay, you decide to abandon the journey before the departure of the outward conveyance from the United Kingdom.
(A £50 excess for each and every incident giving rise to a claim will apply. Please note that this excess applies to each claimant.)
Exclusions
We will not pay:
- For any event which is a result of your failure to check-in at the departure point according to the travel itinerary given to you.
- Unless you have obtained written confirmation from the carrier or their handling agents showing the scheduled and the actual departure times.
- For departure delay arising from strike or industrial action which commenced or was announced before you purchased the travel tickets or obtained confirmation of booking.
- For failure of public transport scheduled services arising from strike or industrial action which commenced or was announced before the date of departure from your home.
- The failure of your own car unless it is fully roadworthy.
Claims Guidance
- Obtain a letter from the carrier or their handling agent confirming the reason for the delay and detailing the scheduled and actual departure times.
- Retain receipts for any money spent, as a result of delay, for claims processing.
- Provide proof of the breakdown of the car.
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Section 3 - Emergency Replacement of Personal Possessions
We will pay your reasonable costs up to £100 for the purchase of essential replacement items if your checked-in personal possessions are temporarily lost by the carrier en-route to your destination and not restored to you within 12 hours.
Exclusion
We will not pay for any claims where the delay to your personal belongings happens when you are on your return journey (going home).
Conditions
In addition to the General Conditions, the payment of claims under this section of the policy is conditional upon you:
- Keeping receipts for replacement items and forwarding them to us with your claim.
- Retaining your tickets and luggage tags, and reporting the loss to the airline, railway, coach or shipping company or their handling agent.
- Obtaining a written confirmation of the number of hours delay from the service provider.
Any amount paid by us will be deducted from the final claim settlement should the items be permanently lost and a claim made under Section 2 of the policy.
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Section 8 - Delayed Departure
If the transport for which you have checked in is delayed at its departure point by at least 12 hours from the time shown in your travel itinerary, we will pay you either:
- £20 for the first 12 hours delay and thereafter £10 for each subsequent full 12 hours delay to a maximum of £200 under this policy; or
- Up to £2500 cancellation costs if, after the first 12 hours delay, you decide to abandon the journey before the departure of the outward conveyance from the United Kingdom.
(A £50 excess for each and every incident giving rise to a claim will apply. Please note that this excess applies to each claimant.)
Exclusions
We will not pay:
- For any event which is a result of your failure to check-in at the departure point according to the travel itinerary given to you.
- Unless you have obtained written confirmation from the carrier or their handling agents showing the scheduled and the actual departure times.
- For departure delay arising from strike or industrial action which commenced or was announced before you purchased the travel tickets or obtained confirmation of booking.
- For failure of public transport scheduled services arising from strike or industrial action which commenced or was announced before the date of departure from your home.
- The failure of your own car unless it is fully roadworthy.
Claims Guidance
- Obtain a letter from the carrier or their handling agent confirming the reason for the delay and detailing the scheduled and actual departure times.
- Retain receipts for any money spent, as a result of delay, for claims processing.
- Provide proof of the breakdown of the car.
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Section 8 - Delayed Departure
If the transport for which you have checked in is delayed at its departure point by at least 12 hours from the time shown in your travel itinerary, we will pay you either:
- £20 for the first 12 hours delay and thereafter £10 for each subsequent full 12 hours delay to a maximum of £200 under this policy; or
- Up to £2500 cancellation costs if, after the first 12 hours delay, you decide to abandon the journey before the departure of the outward conveyance from the United Kingdom.
(A £50 excess for each and every incident giving rise to a claim will apply. Please note that this excess applies to each claimant.)
Exclusions
We will not pay:
- For any event which is a result of your failure to check-in at the departure point according to the travel itinerary given to you.
- Unless you have obtained written confirmation from the carrier or their handling agents showing the scheduled and the actual departure times.
- For departure delay arising from strike or industrial action which commenced or was announced before you purchased the travel tickets or obtained confirmation of booking.
- For failure of public transport scheduled services arising from strike or industrial action which commenced or was announced before the date of departure from your home.
- The failure of your own car unless it is fully roadworthy.
Claims Guidance
- Obtain a letter from the carrier or their handling agent confirming the reason for the delay and detailing the scheduled and actual departure times.
- Retain receipts for any money spent, as a result of delay, for claims processing.
- Provide proof of the breakdown of the car.
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Excess You
will be required to pay the first £50 of each and every incident giving rise to a claim for out-patient medical treatment under Part One of this section. (No excess for children under 18)collapse

Reciprocal health agreements
The Department of Health needs to ensure that UK travellers in Europe now carry the new European Health Insurance Card (EHIC) which has recently replaced the E111. This will provide you with reduced cost or free state-provided medical treatment in most European countries. For more information or to apply for your free EHIC VISIT www.dh.gov.uk/travellers. If you use a EHIC to reduce the cost of your medical treatment in Europe, you will not have to pay the excess for any medical expense claim under this policy. Remember - the cover we provide is not a private medical insurance policy; it is for accidents and emergencies whilst you are on a journey which are not related directly or indirectly to a pre-existing medical condition.collapse