Unfortunately, we are unable to cover pre-existing medical conditions at this time.
We understand how important it is for your travel insurance to offer the right level of cover so you can travel with confidence. If you need specialist coverage, we recommend checking out The Money and Pensions Service or calling them on 0800 138 7777, open Mon-Fri: 8:00-18:00. They can provide a full list of specialist medical travel insurance providers who might be able to help.
The excess is the amount you pay when you make a claim which is set out in the table of benefits. This cost will be deducted per person, per policy section for each incident which results in a claim.
All limits are per insured person apart from Legal & Liability which has a maximum of £25,000 cover per person, up to £50,000 total per policy.
Europe
Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, Croatia, the Czech Republic, Cyprus, Denmark, Estonia, the Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece (including the Greek Islands), Hungary, Iceland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal (including Azores and Madeira), Republic of Ireland, Romania, the Russian Federation, San Marino, Serbia, Slovakia, Slovenia, Spain (including the Balearic Islands and the Canary Islands), Sweden, Switzerland, Turkey, Ukraine and the Vatican City.
Worldwide Excluding: USA, Canada, Caribbean, Bermuda, Mexico, Singapore, Thailand, China and Hong Kong
All countries of the world EXCEPT: Anguilla, Antigua and Barbuda, Aruba, Bahamas, Barbados, Bermuda, Bonaire, St Eustatius and Saba, Canada, Cayman Islands, China, Cuba, Curaçao, Dominica, Dominican Republic, Grenada, Guadeloupe, Haiti, Hong Kong, Jamaica, Martinique, Mexico, Montserrat, Netherlands Antilles, Puerto Rico, Singapore, St Barthelemy / St Barts, St Croix, St Kitts and Nevis, St Lucia, St Maarten/St Martin, St Pierre and Miquelon, St Thomas, St Vincent and the Grenadines, Thailand, Trinidad and Tobago, Turks and Caicos Islands, the United States of America, Virgin Islands (UK), Virgin Islands (US).
Australia and New Zealand
Covers travel to the same countries as Worldwide Excluding.
Worldwide
All countries of the world.
Excluded Countries
We do not provide cover to those countries or parts of countries where the Foreign, Commonwealth & Development Office (FCDO) or World Health Organisation (WHO) have advised against travel.
We recommend still taking out travel insurance as it provides benefits over and above the medical treatment costs that are covered by the Global Health Insurance Card (GHIC), and may be a condition of your trip booking depending on your trip operator.
Yes, you can travel abroad for up to 50 days at a time if you are 70 years old or younger, and up to 30 days at a time if you are over 70. You can travel up to a maximum of 183 days total on your Annual Multi Trip policy.
Our policies are only available to residents of the United Kingdom, Channel Islands or Isle of Man.
Unfortunately not. You must be a permanent resident of the UK to be eligible to purchase travel insurance from us. Your trip must also start and finish in the UK too.
Yes, our policies have no upper age limit.
Single Trip – If the UK is chosen as a destination on your policy, you are covered for travel within the UK with no further requirements or minimum nights stay.
Annual Multi-Trip – Where you have selected Annual Multi-trip your policy is valid for UK travel where you are travelling solely within the United Kingdom, Channel Islands or the Isle of Man, if you have prebooked 2 or more consecutive nights paid accommodation.
Single trip – No, cancellation cover applies from the moment of purchase.
Annual Multi Trip – Yes, cancellation cover does not apply until the start date of your Annual policy. To change the date your Annual policy starts please call us on 0333 014 2722.
Your policy certificate, also referred to as policy schedule, is the confirmation and details of your travel insurance. It is sent via email upon purchasing a policy and contains all the details of your cover, claims information and links to your policy documents.
It’s more sustainable and perfectly fine to take the digital copies of your policy documents away with you.
However, you can either print your documents yourself at home or contact us by emailing [email protected] or calling 0333 014 2722 to request they be posted to you.
Your policy documents are sent via email after purchase. Please check your junk or spam folder.
If you still cannot locate your documents please contact us on 0333 014 2722 or [email protected] to check your email address is correct and re-send your documents.
If you have a medical emergency that requires a hospital visit, or seeing a doctor or clinic, call our Emergency Medical Assistance team on: +44 1403 470 544, or +1 833 716 7356 if calling from a landline in the USA or Canada, or 00 1 819 481 1250 if calling from Mexico or a UK mobile device in the USA or Canada. These lines are open 24/7.
If your outpatient treatment is likely to cost more than £350 or you are admitted into hospital abroad, someone must call The Assistance Team 24-hour medical emergency helpline as soon as possible.
If you have to cut short your trip, The Assistance Team must authorise this in advance. Failure to contact The Assistance Team may mean that we are not able to provide cover, or we may reduce the amount we pay for your medical treatment, or additional travel expenses.
Where you have a valid claim, and your medical expenses exceed £350 we will look to settle the bill directly with the medical provider where possible.
Full details on how to make a claim are available in the policy wording or in our claims page here:
Your airline should step in as they have a duty of care to help you. Under European Air Passenger Regulations any carrier licensed in an EU Country must offer you either a full refund or alternative flights. Check your rights on the Civil Aviation Authority website.
If your carrier is not licensed in an EU country you may be covered under the Cancellation or Travel Disruption section of your policy.
No. We understand how this can make your trip less enjoyable and you may not be able to recover the costs you’ve already spent, but unfortunately this wouldn’t be covered – as it’s still your choice whether to go or not. It’s usually worth speaking to your tour operator or travel provider to see if they can move your dates.
Firstly, please check your Policy Certificate and Policy Wording to see what’s covered under the Loss of Passport benefit of your policy.
You may be covered for the cost of obtaining an emergency travel document from the Foreign, Commonwealth and Development Office (FCDO), along with travel and accommodation costs if you need to travel to get them. Please note however, that you will not be covered for the cost of the document itself.
Here’s what to do:
Report the loss or theft of your passport to the local police as soon as possible. You will need to obtain the crime reference details they provide for the Lost or Stolen Passport Notification form.
Next, to get the ball rolling with replacement documents, you will need to report your passport as lost or stolen on the gov.uk website, or alternatively, give them a call on +44 (0) 20 7008 1500. They’ll let you know where your local FCDO office is to collect your emergency travel document and how long it’s likely to take. You will need to pay for the document and claim it back from us once you’re back in the UK.
If you need to travel to collect your replacement document, remember to keep all receipts for travel and accommodation.
Once you’re home, please get in touch with our Claims team.
We will contact you by email at least 21 days before the end of your insurance period. If you still meet our eligibility criteria, we will seek to automatically renew your policy, including any optional covers you have selected, by using the latest details you provided to us.
You will be provided with a renewal invitation which you should check to ensure all your details are still correct and relevant. Your renewal invitation will have information on how you can make changes to your details or tell us if you do not wish to renew your insurance before your renewal date.
If you do not wish to have your Annual Multi-Trip policy renewed please call us on 0333 014 2722 or email [email protected]
Sometimes we are unable to renew an Annual Multi Trip policy. You will still receive reminders in the lead up to your policy expiring.
Reasons why your policy may have failed to renew:
We do not provide cover for Cruises at this time.
A wide range of sports and activities are covered as standard on all of the policies at no additional cost as long as you are participating on a non-competitive and non-professional basis during any trip and you are following local laws and regulations and using any recommended safety equipment.
Limits, excesses and exclusions apply, For full details please refer to your policy wording.
Personal accident – This is a lump-sum payment made to you if you suffer a permanent disability or death as a result of an accident. It’s worth noting that you’ll still be covered for medical costs under the terms and conditions of your policy,
Personal liability – This is costs to cover you if you become liable for accidentally injuring someone, or causing accidental loss or damage to their property.
We recommend contacting the organiser to check what insurance they have in place. You may be covered by the organiser’s third party insurance, or it may be possible to find cover through a specialist provider for your particular sport.
Qualified divers, diving with a qualified divebuddy and in accordance with the guidelines of the relevant diving organisation with which you are qualified will be covered as follows:
PADI Open Water: max depth 18 metres
BSAC Ocean Diver: max depth 20 metres
BSAC Sports Diver, BSAC Dive Leader & PADI Advanced Open Water: max depth 30 metres
Other qualifications may be accepted but must be declared to us prior to travel.
If you do not hold a diving qualification, we will only cover you to dive to a maximum depth of 18 metres when accompanied by and under the direction of a qualified diving instructor as part of an accredited course.
You will not be covered under this policy if you travel by air within 24 hours of participating in scuba diving.
You are free to cancel this policy at any time. If you wish to cancel within 14 days of the policy purchase date or the receipt of the policy documents whichever is the later, you may do so by contacting us on 0333 014 2722 or email us at [email protected] for a full refund providing you have not travelled and no claim has been made.
If you cancel a policy after the first 14 days of receipt of the documents you will not be eligible for a refund of your policy premium.
Please contact customer services on 0333 014 2722. Lines are open Mon-Fri: 8:30-18:00, Sat: 9:00-1700.
Alternatively, email [email protected]. To help speed up the process please contact us from the same email address used to purchase the policy and include your policy number in the subject line.
No – If your return is delayed by any covered event, your policy will automatically extend to cover you until your return.
You can update your marketing preferences by clicking the unsubscribe link at the bottom of any marketing emails, or by emailing us at [email protected].
We will still contact you via email and/or telephone where necessary to provide servicing information in regards to your policy.
If you are diagnosed with a new medical condition; or you experience new or recurring symptoms or have an undiagnosed condition; or you receive inpatient medical treatment; or you are now awaiting a diagnosis, investigation, test results or medical treatment:
Please call us on 0333 014 2722 immediately and we will help you find the cover you need.
A pre-existing medical condition is any medical condition which you have been formally diagnosed with, or received treatment for.
The rules on which medical conditions you are required to declare vary based on the company through which you purchase your policy, please check your policy wording for the full definition of a medical condition.
When applying for travel insurance with pre-existing medical conditions you have to complete a medical screening. This is simply a set of questions related to the condition of your health, designed to ascertain the type and severity or risk of the pre-existing medical condition you have.
All changes in health must be declared to us, this includes if:
Please call us on 0333 014 2722 to update your medical information. Cover for new or updated conditions may incur an additional premium to cover, or we may add new terms and conditions to your policy, or exclude cover for the new / changed condition.
Pregnancy is not considered a medical condition, however complications arising from pregnancy may need to be declared to provide cover.
PLEASE NOTE: No cover will be provided for claims relating to complications of pregnancy and childbirth where the expected date of delivery is less than 8 weeks (16 weeks for a multiple birth) after the end date of your booked trip.
We do not provide cover for individuals travelling with the intention of getting medical treatment or consultation abroad.
Mon-Fri: 8:30-18:00
Sat: 9:00-17:00
Please have your policy number on hand
+1 833 716 7356
(Toll free from landlines in the USA or Canada)
00 1-819-481-1250
(from Mexico or UK mobile devices calling from the USA or Canada)
Mon-Fri: 9:00-17:00
Claims for legal costs & expenses:
Complaints Team,
Avanti Go,
Britannia House,
3-5 Rushmills Business Park,
Bedford Road,
Northampton
NN4 7YB
Financial Ombudsman service:
If you are still not satisfied with the way in which we have handled the complaint then you may refer the matter to the Financial Ombudsman Service and have 6 months in which to do so.
Details available online here.
