Tesco Bank Tailored Travel Insurance (Phone)

Section D - Emergency Medical Expenses Abroad
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us.
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 and claim back once in the UK, 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 40 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 300 8800 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 £10,000,000 per person 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 - Hospital Benefit
We will pay you £50 per day up to the limit of £400 per person for each completed 24 hours that you spend in hospital as an in-patient if you become ill or sustain personal injury during a journey.
Part Three - Hospitalisation following a Mugging
In addition to the hospital benefit detailed in Part Two, if you are hospitalised as a direct result of being mugged, we will pay an additional £50 for every full 24 hours period you spend in hospital, the maximum payable is £400.
Part Four - Emergency Medication for Pre-existing Medical Conditions
If we have confirmed, in writing, cover for a pre-existing medical condition, we will pay up to £250 towards any expenses incurred in obtaining any associated medication, which you take on a journey that is lost or stolen (we will not pay claims where you forgot to take the medication with you).
Part Five - Physiotherapy
We will pay up to £350 if, following a violent, accidental, external and visible injury you make a valid claim under Part One of this section and you require further physiotherapy treatment on your return to the UK.
Part Six - Caring for you on your return home
If you make a valid claim under Part One of this section and upon return to your home address following repatriation by us, we will pay up to £100 for home help providing we are aware of a need for additional support in order for you to recuperate at home. In addition to the home help, we will also cover costs incurred by you of up to £75 for NHS prescriptions required by you to treat any illness or injury which you were diagnosed of whilst on your journey and where we have agreed to pay a valid claim under Part One of this section. This part doesnt extend to cover medication, which you knew was needed prior to departure.
Exclusions
We will not pay for any claim arising directly or indirectly from:
- Any treatment or aid required 12 months after the original injury or illness happened;
- Any treatment or aid obtained in the United Kingdom (except for claims under Part Five and Six);
- Any pre-existing medical conditions (unless we have agreed cover for that condition in writing);
- Any elective (non-emergency) treatment or surgery, including exploratory tests and cosmetic, which are not directly related to the illness or injury which necessitated your admittance into hospital;
- Any surgery or medical treatment which, in the opinion of our medical advisors and the doctor treating you, 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;
- An Anticipated Event;
- The additional cost of single or private room accommodation at a hospital or clinic;
- Any expenses or fees 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 (doesnt apply to Part Four of this section);
- 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 which are recoverable from any other source;
- Claims made under Part Five and Six of this section, where the need for physiotherapy or home help is not advised by the treating doctor abroad or our medical advisor prior to your immediate return home;
- 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 transport operator or their agents refusing to transport you, an insured person or a travelling companion, because they consider that you or they are not fit to travel;
- For the cost of any phone calls other than necessary calls to our Assistance Service.
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 an excess (shown on your policy schedule) for each and every incident giving rise to a claim for out-patient medical treatment under Part One of this section and all claims under Part Four of this section. 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.collapse

Section C - Personal Money
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us.
This section covers your personal money against loss or theft. If you make a claim, you will need to provide evidence that you had the personal money, so please keep any receipts you have. If your personal 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. 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 A - 'Personal Possessions, as it applies to this section also. Please see page 20.
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 up to £500 per person in respect of your personal money that is lost or stolen while on your journey and, in addition, for a period of 72 hours immediately preceding your departure.
- Cash or bank note limit - £250
Exclusions
We will not pay for loss or theft of personal money:
- Unless it is in your possession, or following forcible and violent entry when left in your locked personal accommodation and secured in a safety deposit box;
- Due to depreciation in value or shortage caused by error or omission;
- In the form of travellers cheques.
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 an excess (shown on your Policy Schedule) for each and every incident giving rise to a claim under this section. Please note that this excess applies to each claimant.collapse

Section K - Loss of Passport
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us.
If, during a journey you lose your passport, we will pay up to £250 per person for reasonable additional travel and accommodation costs necessarily incurred abroad to obtain a replacement.
Exclusions
We will not pay for:
- any claim where the loss of the passport is not reported to the Police or British Consular Representative within 24 hours of discovery.
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Section M - Winter Sports
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us. Under an Annual multi trip policy, cover is limited to 22 days per year.
Definitions applicable to this section
pre-paid services means non-refundable passes, hire and tuition fees which have been paid for in advance.
Part One - Winter Sports Equipment
We will pay up to £500 per person in respect of winter sports equipment that is partially damaged, lost, stolen or destroyed while on your journey.
Exclusions
We will not pay any claim:
- Made outside the recognised skiing season in the ski resort where the loss occurred;
- Where the holiday was not pre-booked;
- Under Piste Closure, where the insurance was effected less than 14 days before departure or if you do not travel to an alternative resort following piste closure.
- Under Part Six of this section, where the need for additional physiotherapy treatment is not diagnosed by the treating doctor abroad and known to be needed on your immediate return home.
Excess
You will be required to pay an excess (shown on your policy schedule) for each and every incident giving rise to a claim under Part One of this section.collapse

Section M - Winter Sports
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us. Under an Annual multi trip policy, cover is limited to 22 days per year.
Definitions applicable to this section
pre-paid services means non-refundable passes, hire and tuition fees which have been paid for in advance.
Part One - Winter Sports Equipment
We will pay up to £500 per person in respect of winter sports equipment that is partially damaged, lost, stolen or destroyed while on your journey.
Exclusions
We will not pay any claim:
- Made outside the recognised skiing season in the ski resort where the loss occurred;
- Where the holiday was not pre-booked;
- Under Piste Closure, where the insurance was effected less than 14 days before departure or if you do not travel to an alternative resort following piste closure.
- Under Part Six of this section, where the need for additional physiotherapy treatment is not diagnosed by the treating doctor abroad and known to be needed on your immediate return home.
Excess
You will be required to pay an excess (shown on your policy schedule) for each and every incident giving rise to a claim under Part One of this section.collapse

Section M - Winter Sports
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us. Under an Annual multi trip policy, cover is limited to 22 days per year.
Definitions applicable to this section
pre-paid services means non-refundable passes, hire and tuition fees which have been paid for in advance.
Part One - Winter Sports Equipment
We will pay up to £500 per person in respect of winter sports equipment that is partially damaged, lost, stolen or destroyed while on your journey.
Exclusions
We will not pay any claim:
- Made outside the recognised skiing season in the ski resort where the loss occurred;
- Where the holiday was not pre-booked;
- Under Piste Closure, where the insurance was effected less than 14 days before departure or if you do not travel to an alternative resort following piste closure.
- Under Part Six of this section, where the need for additional physiotherapy treatment is not diagnosed by the treating doctor abroad and known to be needed on your immediate return home.
Excess
You will be required to pay an excess (shown on your policy schedule) for each and every incident giving rise to a claim under Part One of this section.collapse

Section A - Personal Possessions
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us.
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 personal belongings, in particular your valuables and your personal money.
- You should carry these items with 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 them in an unattended pushchair or buggy or in unattended coats or jackets. If you hand these to someone else, for example, in a restaurant, you should first remove any items of value.
If you do not take reasonable steps to protect your property, we may not pay your claim.
We will pay up to £1,500 per person in respect of your personal possessions if they are partially damaged, lost, stolen or destroyed while on your journey, subject to the following limit:
- Single article limit for personal possessions - £250
- Overall valuables limit - £250
Exclusions
We will not pay for loss, theft, breakage or damage to:
- Valuables carried in suitcases, trunks or containers of a similar nature, 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 left in a locked safety deposit box where available;
- Personal possessions left unattended unless in your locked personal accommodation or in the 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 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 any 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 items.
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 as soon as possible, but within 24 hours, to the police of any loss or theft or to the 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 and forwarded to us;
- Complying with the carriers conditions of carriage;
- Not abandoning any property to us;
- Obtaining written estimates for cost of repair for claims for damage to any item/s;
- Providing receipts for lost or stolen items in order to substantiate your claim.
Claims 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 an excess (shown on your Policy Schedule) for each and every incident giving rise to a claim under this section.
Wear and tear
A deduction will be made for any wear and tear or betterment in any claim settlement for:
- Clothing (including sports clothing);
- Any item or part which is not replaced or repaired.collapse

Section A - Personal Possessions
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us.
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 personal belongings, in particular your valuables and your personal money.
- You should carry these items with 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 them in an unattended pushchair or buggy or in unattended coats or jackets. If you hand these to someone else, for example, in a restaurant, you should first remove any items of value.
If you do not take reasonable steps to protect your property, we may not pay your claim.
We will pay up to £1,500 per person in respect of your personal possessions if they are partially damaged, lost, stolen or destroyed while on your journey, subject to the following limit:
- Single article limit for personal possessions - £250
- Overall valuables limit - £250
Exclusions
We will not pay for loss, theft, breakage or damage to:
- Valuables carried in suitcases, trunks or containers of a similar nature, 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 left in a locked safety deposit box where available;
- Personal possessions left unattended unless in your locked personal accommodation or in the 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 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 any 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 items.
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 as soon as possible, but within 24 hours, to the police of any loss or theft or to the 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 and forwarded to us;
- Complying with the carriers conditions of carriage;
- Not abandoning any property to us;
- Obtaining written estimates for cost of repair for claims for damage to any item/s;
- Providing receipts for lost or stolen items in order to substantiate your claim.
Claims 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 an excess (shown on your Policy Schedule) for each and every incident giving rise to a claim under this section.
Wear and tear
A deduction will be made for any wear and tear or betterment in any claim settlement for:
- Clothing (including sports clothing);
- Any item or part which is not replaced or repaired.collapse

Section A - Personal Possessions
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us.
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 personal belongings, in particular your valuables and your personal money.
- You should carry these items with 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 them in an unattended pushchair or buggy or in unattended coats or jackets. If you hand these to someone else, for example, in a restaurant, you should first remove any items of value.
If you do not take reasonable steps to protect your property, we may not pay your claim.
We will pay up to £1,500 per person in respect of your personal possessions if they are partially damaged, lost, stolen or destroyed while on your journey, subject to the following limit:
- Single article limit for personal possessions - £250
- Overall valuables limit - £250
Exclusions
We will not pay for loss, theft, breakage or damage to:
- Valuables carried in suitcases, trunks or containers of a similar nature, 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 left in a locked safety deposit box where available;
- Personal possessions left unattended unless in your locked personal accommodation or in the 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 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 any 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 items.
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 as soon as possible, but within 24 hours, to the police of any loss or theft or to the 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 and forwarded to us;
- Complying with the carriers conditions of carriage;
- Not abandoning any property to us;
- Obtaining written estimates for cost of repair for claims for damage to any item/s;
- Providing receipts for lost or stolen items in order to substantiate your claim.
Claims 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 an excess (shown on your Policy Schedule) for each and every incident giving rise to a claim under this section.
Wear and tear
A deduction will be made for any wear and tear or betterment in any claim settlement for:
- Clothing (including sports clothing);
- Any item or part which is not replaced or repaired.collapse

Section J - Delayed Departure
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us.
Part Two - If you miss your departure
We will pay you up to £600 per person for additional accommodation and transport charges which are necessary if you arrive at your departure point too late to board your booked transport and this is because:
- The public transport taking you to your departure point is not running to timetable; or
- Due to accident to or breakdown of your own vehicle in getting you to the departure point by the stated time in your itinerary.
- A maximum of £60 towards roadside assistance, if your vehicle breaks down on your way to the departure point in the UK or will not start when you arrive back in the UK to travel home.
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;
- Any claims under Part Three where evidence cannot be provided of the additional expenses incurred, the original agreed pick up date and the actual pick up date;
- Any roadside assistance claims where:
- Repairs are not carried out by a recognised vehicle breakdown association.
- You already have a break down insurance covering the break down.
- You are not able to provide confirmation of the break down and any uninsured costs.
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Section F - Cancellation of a Journey
This section applies, where it is shown on your Policy Schedule and the relevant premium has been paid to us.
Start and end date of cover
Cover commences on the start date (as shown on the policy schedule) of the policy and ends on the day that you leave on that journey providing that both the departure date and the return date fall within the period of insurance.
We will pay you up to £5,000 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 the United Kingdom) which are not recoverable from any other source 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, 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 whose home you are intending to stay;
You or a companion upon whom your travel depends being required:
- in the UK 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 unemployed;
Your pet dog or cat requiring emergency life-saving treatment as a result of an accident or illness within 7 days of the commencement of the journey;
You being required for unexpected emergency duty or posted overseas as a member of the armed forces of the police, ambulance, fire or nursing service during the intended journey period;
The Foreign and Commonwealth Office advising agent advising against all travel to your intended destination during the period of your journey.
In the event of your flight being booked with Air Miles, we will pay the cost of an equivalent flight to be taken within 3 months from the date of loss.
We will only pay 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 as a 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;
- unemployment of which you were aware prior to the booking of the journey;
- 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 transport operator or their agents refusing to transport you, an insured person 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 the claims under this Section of the policy is conditional upon;
- Anyone whom the journey depends on, 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 disclosed to and accepted in writing by us;
- You at the time of booking a journey do not know of any reason why it may be cancelled;
- 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 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 300 8800 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 an excess (shown on your policy schedule) for each and every incident giving rise to a claim under this section. Excesses do not apply to children when travelling with an insured adult.
Section G - Curtailment of a Journey
This section applies, where it is shown on your Policy Schedule and the relevant premium has been paid to us.
This section covers your extra expenses if you have to cut short your journey because of a stay in hospital, because someone has fallen ill, died or for other reasons listed below.
If you need to cut short your journey or need to extend your stay because of illness or injury, you must tell the Assistance Service immediately and before you make any arrangements.
We will pay you up to £5,000 for the proportional loss of personal accommodation and travel expenses (including £150 for the loss of excursion charges, prepaid in the UK due to the necessary curtailment (cutting short) of your journey) as a result of:
Part One - Curtailment due to early return
Your death, serious injury or illness or that of:
- a companion upon whom your travel depends;
- your spouse or 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:
- by the Police following a serious burglary, fire, storm or flood damage to your home or usual place of business in the UK;
- to attend a UK Court of Law as a witness or for jury service when postponement of the jury service has been denied by a Court Official.
Part Two - Curtailment due to hospitalisation
Necessary curtailment (early return to your home after commencement of the journey) due to your unexpected confinement to hospital abroad beyond the scheduled return date of your journey as a result of injury or illness.
Part Three - Catastrophe cover
If, during your trip, you can no longer stay at your pre-booked and prepaid accommodation because of:
- fire;
- storm;
- lightning;
- avalanche;
- explosion;
- hurricane;
- earthquake;
- flood; or
- tidal wave;
- medical epidemic or pandemic.
we will pay the necessary extra travel and accommodation expenses to allow you to continue with your trip, or return to the UK if you cannot continue with your trip, up to a maximum of £500 per person.
Exclusions
In addition to the General Conditions, we will not pay for any claim directly or indirectly resulting from:
- you changing your mind to travel or continue with your trip when the local or national authorities confirm that it is safe to stay; or
- expenses you can recover from elsewhere.
Conditions
You must send us:
- the original booking invoices and travel documents showing the dates and times of travel; and
- written confirmation of the disaster from the local or national authority of the area where it happened.
Part Four - Home Care
We will pay for emergency and necessary repairs up to £250 to secure your home, while you are on a journey, following fire, flood or theft.
You must supply written confirmation from the contractor that the work was urgently required, as well as a breakdown of the costs incurred and any receipts for expenses you pay.
Part Five - Recuperative Holiday
If, you make a claim under Section D - Emergency Medical Expenses Abroad and we subsequently pay for you to curtail that trip following your hospitalisation abroad of at least 5 full days, we will pay for you to take a recuperative holiday within 3 months of the original incident, whether in the UK or abroad, subject to a maximum amount of £500 for accommodation and travel expenses only. Any associated costs such as travel insurance, food or clothing is not covered by this section.
Exclusions
We will not pay for any event which is the result of:
- Your disinclination to travel or your loss of enjoyment of the journey;
- Weather conditions (unless stated as covered under Part Three and Four of this section);
- 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;
- Any additional costs of returning to and/or subsequent return from your journey destination or other replacement travel and/or accommodation arrangements following curtailment (unless a valid claim under Part Five is made);
- 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 event relating to you which is a result of your failure to obtain a Medical Certificate from the treating Medical Practitioner in the locality where you are staying stating the necessity for your early return to the United Kingdom;
- You making the decision to move accommodation when official directives from local authorities state it is not necessary to do so;
- Additional costs incurred which are recoverable from the tour operator, airline or hotel, or other provider of the service;
- Your failure to tell us within 24 hours of the incident giving rise to a claim under Part Four of this section;
- 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 in-patient 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.
Conditions
In addition to the General Conditions, the payment of claims under this Section of the Policy is conditional upon you:
- Observing any special conditions that may arise as a result of any medical assessment required by us;
- 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 the time of booking a journey or taking out a policy, not know of any reason why the journey may be curtailed;
- While on a journey, immediately advising the Assistance Service of any event which might result in the curtailment of your journey, giving full details;
- Accepting our decisions 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 an excess (shown on your policy schedule) for each and every incident giving rise to a claim under this section. Excesses do not apply to children when travelling with an Insured adult.collapse

Section J - Delayed Departure
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us.
Part One - If your departure is delayed
If the transport for which you have checked-in is delayed at the departure point by at least 12 hours from the shown time in your travel itinerary supplied to you, 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 per person, or
- up to £5,000 person for cancellation costs if, after the first 12 hours delay, you decide to abandon the journey before departure of the outward conveyance from the United Kingdom.
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;
- Any claims under Part Three where evidence cannot be provided of the additional expenses incurred, the original agreed pick up date and the actual pick up date;
- Any roadside assistance claims where:
- Repairs are not carried out by a recognised vehicle breakdown association.
- You already have a break down insurance covering the break down.
- You are not able to provide confirmation of the break down and any uninsured costs.
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Section B - Emergency Replacement of Personal Possessions
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us.
We will pay reasonable costs up to £200 per person 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.
Exclusions
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 A of the policy.collapse

Section J - Delayed Departure
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us.
Part One - If your departure is delayed
If the transport for which you have checked-in is delayed at the departure point by at least 12 hours from the shown time in your travel itinerary supplied to you, 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 per person, or
- up to £5,000 person for cancellation costs if, after the first 12 hours delay, you decide to abandon the journey before departure of the outward conveyance from the United Kingdom.
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;
- Any claims under Part Three where evidence cannot be provided of the additional expenses incurred, the original agreed pick up date and the actual pick up date;
- Any roadside assistance claims where:
- Repairs are not carried out by a recognised vehicle breakdown association.
- You already have a break down insurance covering the break down.
- You are not able to provide confirmation of the break down and any uninsured costs.
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Section J - Delayed Departure
This section applies, where it is shown on your policy schedule and the relevant premium has been paid to us.
Part One - If your departure is delayed
If the transport for which you have checked-in is delayed at the departure point by at least 12 hours from the shown time in your travel itinerary supplied to you, 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 per person, or
- up to £5,000 person for cancellation costs if, after the first 12 hours delay, you decide to abandon the journey before departure of the outward conveyance from the United Kingdom.
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;
- Any claims under Part Three where evidence cannot be provided of the additional expenses incurred, the original agreed pick up date and the actual pick up date;
- Any roadside assistance claims where:
- Repairs are not carried out by a recognised vehicle breakdown association.
- You already have a break down insurance covering the break down.
- You are not able to provide confirmation of the break down and any uninsured costs.
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You will be required to pay an excess (shown on your policy schedule) for each and every incident giving rise to a claim for out-patient medical treatment under Part One of this section and all claims under Part Four of this section.
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.collapse

You will be required to pay an excess (shown on your policy schedule) for each and every incident giving rise to a claim under this section. Excesses do not apply to children when travelling with an insured adult.collapse

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.collapse