Travel Insurance

You can check the latest government travel advice filtered by country on the Foreign, Commonwealth and Development Office (FCDO) website.

We always recommend following current FCDO advice before travelling or booking a trip. If you travel to a destination against current FCDO advice, you might not be covered by your travel insurance.

You can access all your policy documents online on the travel portal, as long as you have good internet on your travels!

But we'd recommend making a note of some key bits of information, in case you can’t connect to the portal, including:

• your policy number
• any important numbers to contact, for instance our 24-hour medical emergency helpline (+44 (0)292 010 7777)

You could also download all your documents so you have them ready, just in case. These can be found in the travel portal.

If you have a group policy, you'll still be covered to travel independently, as long as you're 18 years old or over.

You'll only be covered for a catastrophe if you have a Gold or Platinum travel insurance policy with us. It'll protect you against:

• fire
• storms
• lightning
• avalanches
• landslides
• explosions
• hurricanes
• earthquakes
• volcanic activity (including ash clouds)
• flooding
• tidal waves
• tsunamis
• medical epidemics or pandemics

No, travel insurance isn't a legal requirement.

Consider having travel insurance in place to cover you for potential medical expenses, trip cancellations and other unexpected events. Getting travel insurance - Citizens Advice

If you have an Annual Multi-Trip policy and it's on automatic renewal, we'll get in touch with you about your renewal 21 to 28 days before the expiry date of your current policy.

If we already have your card details saved on file and we can offer you a renewal, we'll take payment seven days before the renewal date.

This is in case there are any issues with the payment, or you're travelling at the time of your renewal.

If you're on a non-automatic renewal, you'll need to contact us to renew your policy.

Yes, you can cancel your policy using the travel portal. If you are within your 14-day cooling off period then you may be eligible for a full refund.

We understand you may be forced to stay on after the date you were due to come home, because of reasons out of your control. That could be because of illness or flight cancellations.

If that's the case, your policy will automatically be extended to cover you until you can get home, even if it's expired. You don't need to pay anything extra.

We won't extend it for any other reason - for instance, you just wanted to stay on longer!

If you want to stay longer than your original return date for another reason but your policy hasn't expired just yet, get in contact with us to discuss.

For expired policies, you will need to seek alternative insurance for trips that have already started.

We can't change the start date of your Annual Multi-Trip renewal, as your cover needs to be continuous.

When the first year of cover ends, the renewal will start cover for the next year straight away. This makes sure you have continuous cover while you're on holiday.

Timescales will change for different types of conditions. When you're getting a quote, our questions will let you know exactly what we need to know and how far back this needs to be.

For instance, with some conditions we may only need to know if you've had it in the past two years. With some, we need to know if you've ever had it.

Answer the questions as accurately as you can - but if you're unsure of what to declare, get in touch us. If you're not sure what's on your medical records, contact your GP to confirm.

For some more detailed information, check out our dedicated page on travel insurance and medical conditions.

Yes, you do. This is because these medications:

• are prescription-only
• need a consultation with a medical professional
• need ongoing monitoring once you've started taking them

The declaration would be based on the condition you're prescribed them for - for instance, if you have diabetes then you would declare diabetes.

But if the injections are prescribed as a weight loss medication, you'd need to declare obesity. That's because these are only prescribed when your BMI shows you're in the obese category.

Pregnancy is not a medical condition, so you don't need to declare it. However, if there are pregnancy-related medical conditions or complications which continue to exist after your pregnancy, they should be declared.

For example, if you're diagnosed with gestational diabetes during pregnancy, you don't need to declare it. But if this continues as diabetes after your pregnancy has ended, it will need to be declared.

If you have any questions about what you need to declare, get in touch with us.

Though complications of pregnancy may not always need to be declared, you must be medically fit to travel before purchasing a policy, booking a trip or starting your trip to be covered. You'll need to provide evidence of being medically fit to travel in the event of a claim.

If you're more than 32 weeks pregnant, the decision to fly is up to you and your doctor.

If it's safe for you to do so and your doctor says it's okay, then you can fly. You'll need to provide evidence of this in the event of a claim.

We strongly advise you get medical permission to fly in the later stages of pregnancy. This is because you'll need to send us this if you need to make a claim.

With us, you're covered for emergency medical treatment costs and repatriation up to 40 weeks as standard.

We'll only cover for complications of pregnancy and childbirth outside the UK. Check out what we count as complications in the 'Definitions' section of our policy wording.

This means you aren't covered for routine medical care such as:

• check-ups
• pre-natal care
• normal childbirth
• post-natal care

We only cover premature birth if it happens more than eight weeks (or 16 weeks if you have twins, triplets or other multiple pregnancies) before the due date.

We also don't cover you for cancelling your trip if the transport provider stops you from boarding because you're pregnant.

We don't cover you for cancelling your trip for any reason connected with pregnancy or childbirth if there aren't any complications, unless:

• you became pregnant after you took out your policy or booked your trip (whichever is later);
• a medical professional advised you not to travel; and
• you couldn't rearrange the dates or destination of your trip and can give us written confirmation of this from your travel provider.

Your policy documents can be found in the travel portal. Head to the travel portal to log in or sign up.

We have different 'sections' of our travel insurance, which cover different things. For instance, things like 'Missed Departure' and 'Travel Delay'.

If you log in to your travel portal, you'll be able to find descriptions of what each section covers when you register your claim. Just click the heading of each section to expand it, and you'll be able to see the definitions.

You can also find this information in your policy book. If you need any more help or are still confused, please don't hesitate to contact us.

No, there's no time limit for your claim. But if there's no activity on your claim for 60 days, it will become inactive. If this happens, message us via the portal at any time to re-open your claim.

Once you've uploaded all the evidence needed, we'll review your claim within 10 working days. We'll then get in touch if there's anything we still need from you to complete your claim.

Once you've uploaded all the evidence needed, we'll review your claim within 10 working days. We'll then get in touch if there's anything we still need from you to complete your claim.

Once you've uploaded all the evidence needed, we'll review your claim within 10 working days. We'll then get in touch if there's anything we still need from you to complete your claim.

While your claim is being looked at, we'll try to keep in touch so you know what's going on and how we're doing.

No, there's no time limit for your claim. But if there's no activity on your claim for 60 days, it will become inactive. If this happens, message us via the portal at any time to re-open your claim.

If there's been no activity on your claim for 60 days, it will become inactive.

If that happens, message us using the travel portal at any time to re-open your claim.

Please log in to the Travel portal to send us evidence. You'll find some guidance on how to upload your evidence in there. This should be photographs or screenshots in image file formats (JPG, PNG).

If you can't use our portal, you can send documents in the post to us using the following address: TY Admiral, David Street, Cardiff, CF102EH.

If you don't have the evidence we need, you can upload alternative evidence to support your claim. Once you've done that, send us a message on the portal and we'll review your evidence within 10 working days.

We'll contact you if there's anything we still need from you to be able to complete your claim.

We cover close relatives for new illnesses that occurred after you bought your policy or booked your trip - whichever was later.

You can check the definition of 'close relative' in your policy book.

We will let you know if we need to see a medical certificate - this is just a statement from a medical professional explaining the person's health issue.

A medical certificate is a document a medical professional provides to give some details about your health and any health issues you may have. It also includes details about treatment or medication.

We may need one to process your claim because we have to check that all your medical information was declared accurately on your policy.

There's no time limit for your claim but if there's no activity on it for 60 days, it will become inactive.

If that happens, message us using the travel portal at any time to re-open your claim.

There's no time limit for your claim but if there's no activity on it for 60 days, it will become inactive.

If that happens, message us using the travel portal at any time to re-open your claim.

Please send us screenshots of any emails from the airline if you can.

If you're claiming for lost, stolen or damaged personal belongings, you need to:

• Report the loss or theft to the police within 24 hours of discovering it and get a police report. All the items you're claiming for must be listed in the police report.
• If you can't provide a police report within 24 hours (or at all), you'll need to give us a reasonable explanation why, as well as other proof of the loss or theft.
• Send us receipts showing the price you paid for each item and where and when you bought it. If you don't have a receipt, you'll need to give us proof of ownership another way. For example, this could be a confirmation email from when you ordered the item.
• Send us any other documents or evidence that we reasonably ask for to support your claim.
• Keep your travel tickets to hand too, as we could ask for them.

If you're claiming for lost, stolen or damage personal belongings, you need to:

• Give us a reasonable explanation why you can't get a police report. You'll need to show us proof of the loss or theft another way.
• Send us receipts showing the price you paid for each item and where and when you bought it. If you don't have a receipt, you'll need to provide proof of ownership another way. For example, this could be a confirmation email from when you ordered the item.
• Send us any other documents or evidence that we reasonably ask for to support your claim.
• Keep your travel tickets to hand too, as we could ask for them.

If you're claiming for lost, stolen or damage personal belongings, you need to:

• Get a 'property irregularity report' from your airline provider, or a 'loss or damage report' from any other transport operator if the incident happened while the items were in their care. These are both essentially just documents listing what items were lost or stolen - make sure everything you're claiming for is on there.
• Send us receipts showing the price you paid for each item and where and when you bought it. If you don't have a receipt, you'll need to provide proof of ownership another way. For example, this could be a confirmation email from when you ordered the item.
• Send us any other documents or evidence that we reasonably ask for to support your claim.
• Keep your travel tickets to hand too, as we might ask for them.

Our baggage delay benefit means you can get some money to cover the costs of buying any essential items you need for your trip.

This doesn't include any items delayed on your return journey home.

If you're claiming for medical expenses, we'll need:

• a medical report filled out by the doctor or hospital that treated you
• any invoices and receipts for the treatment

Please call our 24-hour emergency assistance helpline on +44 (0)292 010 7777 before going into hospital or if you think your medical expenses are likely to be over £500. We'll be able to talk you through the next steps.

If Cruise cover has been added to your policy, air ambulances are covered under the emergency medical and repatriation section of your policy.

Please check your policy schedule to see if you have Cruise cover.

You can find this in the travel portal.

We cover you for any missed ports on your cruise trip, as long as you have cruise cover added to your policy.

We also cover your port being missed because of:

• poor weather conditions
• mechanical breakdown
• timetable restrictions

If you plan on taking part in any winter sports activities while you're in Lapland, including husky sledge driving or reindeer sleigh rides, you'll need to add Winter Sports cover to your policy.

If you take part in winter sports without Winter Sports cover, you won't be able to make a claim, even if it's for something that's unrelated to winter sports.

If you're off to Lapland and don't intend to take part in any winter sports, a standard travel insurance policy will cover you!

We don't offer Winter Sports cover to anyone over 75 years old for trips within Europe or over 70 years old for trips outside of Europe.

You're covered to go off-piste, as long as:

• you go with a qualified guide or instructor
• you stay on recognised paths and within the resort boundaries

We'll pay up to £20 per 24 hours for each day the pistes and ski lifts are closed in your resort because of a lack of snow or bad weather. This is up to a maximum of £200.

This can go towards travel expenses to get to the next open resort, or to compensate you if there are no slopes nearby.

Our Winter Sports Upgrade covers these activities:

• cross-country skiing
• dry-slope skiing
• dry-slope snowboarding
• glacier walking or trekking
• husky-sledge driving
• ice hockey
• off-piste skiing or snowboarding - as long as you stay on recognised paths, within resort boundaries and are accompanied by a qualified guide or instructor
• mono-skiing
• reindeer sleigh ride
• riding skidoos or snowmobiles - but there's no cover for personal accident or legal liability
• skiing
• sledging
• snowboarding
• snow shoeing
• tobogganing

We'll cover you for unused lift passes if you couldn't use them because of an illness or injury. But we don't cover you if your passes were lost or stolen.