Travel Insurance FAQs

We have compiled a list of our most frequently asked questions and hope that we can answer any queries that you have regarding our travel insurance products.

In order to help you to find the question you are looking for, we have separated them out into the following categories. Please select from the category you are interested in and a full list of questions will appear.

If the question you have is not answered by our FAQs, simply contact us using our online enquiry form.

Coronavirus/Covid19

For full details about our travel insurance policies and Coronavirus/Covid19 please see our dedicated page:

Information about Coronavirus/Covid19 >>

General Travel Insurance Questions

  • I have just bought a policy online, when will I receive my travel insurance documents?
  • You will receive an e-mail shortly with your policy documents attached for you to print off and keep for your records. If you do not receive an e-mail from us within 24 hours of purchasing online, please e-mail [email protected]

    It's also worth checking your junk mail inbox to make sure that it hasn't been filtered and filed away where you can't see it!
  • How will I receive my travel insurance documents?
  • Once you have completed the payment process we will send you a confirmation e-mail with your policy documentation attached. This will include the policy wording, Insurance Product Information Document and policy schedule.
  • Do I need to take my travel policy documents away with me?
  • Yes, your policy documents will contain critical information on what to do in an emergency - such as the number you need to call for emergency medical assistance. It also gives you the full details of what you're covered for and what you're not covered for. For example you may want to find out before taking part in an activity that you are covered!
  • I'd like to shop around first, is it possible to save my travel insurance quote and come back later?
  • Yes. We will send you an email with details of how to retrieve your quote.
  • Can I contact Insurewithease.com by telephone?
  • Yes you can contact us by phone, please call 0330 024 9295, Monday - Friday 9am - 5pm (exluding Bank Holidays).
  • How do I pay for the travel insurance
  • You can pay for your travel insurance using all major debit or credit cards with the exception of American Express and Diners Club.
  • Is private medical treatment covered abroad?

  • You should be aware that travel insurance is not private medical insurance, in that it only covers unavoidable, unexpected emergency treatment. You are not covered for private medical treatment if there are medically capable public facilities available.

    If you become unwell, or sustain a minor injury whilst abroad, you must call our 24/7 assistance team so that they can help you find appropriate treatment locally.

    However, you should call the local emergency services immediately, 112 in Europe, 911 in the USA and Canada or the local equivalent to 999, if you have any symptoms that might require emergency treatment including, but not limited to, difficulty breathing, chest pain, seizure (fit) activity, decreased level of consciousness, heavy bleeding, sudden swelling of the face and lips, signs of a stroke or any other life-threatening condition. You must, in all cases call our 24/7 assistance team to authorise cover. Failure to do so may invalidate your claim.

Travel Insurance Product Questions

  • Do you offer annual travel insurance?
  • Yes we do, and it could end up saving you money! Holidaymakers taking more than one trip in a year are advised to consider an annual travel insurance policy. Not only could it save you money but it's also a lot less hassle and means you can arrange it at the beginning of each year and forget about it until your renewal date comes around. What's more, Insurewithease.com will send you a reminder e-mail when your policy is coming to an end so that you can get straight back online to renew.
  • What's the difference between annual travel insurance and Annual Multi-Trip Travel Insurance?
  • Nothing at all - they're exactly the same. The annual travel insurance and Annual Multi-Trip Travel Insurance policies mean you can travel on as many trips during the 365 day policy length provided that each trip does not exceed the number of days stated in your policy wording.
  • Why should I take out an annual insurance policy?
  • If you are planning to take more than one trip this year, arranging individual single trip insurance policies for each holiday not only takes up lots of time, but you could also end up paying over the odds. With the availability of low cost airfares encouraging us to take more holidays and short breaks than ever, annual travel insurance policies have become the more convenient and cost-effective way to arrange travel insurance.
  • Do you offer single trip travel insurance?
  • Yes we do, if you are just taking one trip this year, then our single trip travel insurance is the most suitable policy for you. You can choose to select winter sports cover, as well as golf and wedding cover as extra with our silver & gold single trip policies - these options will be shown to you when you complete your quote.
  • I'm 70 and have found it hard to get travel insurance, do you offer insurance for people over 65?
  • We can offer single trip travel insurance to people aged up to 75 years old.
  • Do you offer discounts for family travel insurance?
  • If you are travelling with your family you will want to make sure that all members have the appropriate level of travel insurance cover. We offer families the chance to save money by providing discounted cover for children under the age of 18. We offer discounts for families on all of our single trip and annual policies.
  • Do you offer gap-year/backpackers travel insurance?
  • Yes, we offer a travel insurance policy specifically for people going travelling or backpacking, whether it's during a gap-year or not. We have arranged the most appropriate levels of cover for people who will be out of the country for between 31 days and 365 days.

    Get a quote for backpackers travel insurance
  • Do you offer long stay travel insurance?
  • If you are retired or are taking a break from work or study and are planning to travel for a long period, we have the long stay travel insurance policy for you. The policy we will provide depends on the length of the trip you take. The maximum length of trip covered by our policies is as follows:

    Single trip - 94 days Get a quote for single trip travel insurance

    Backpackers - 365 days Get a quote for Backpacker Insurance
    If you are under 45 years old

    Annual multi-trip - 31 days (45 days with Platinum cover) Get a quote for Annual Multi-Trip Travel Insurance
     

Travel Insurance Policy Questions

Questions about what's included and not included in a travel insurance policy

  • How do I know what's included under my travel insurance policy?
  • We advise that you read carefully the Insurance Product Information Document and policy wording documentation before completing your transaction online. These will give you full details of what you're covered for, and the extent of your cover. It is advisable to take these documents with you on your trip so that you can refer to them whenever necessary.
  • Is private medical treatment covered abroad?

  • You should be aware that travel insurance is not private medical insurance, in that it only covers unavoidable, unexpected emergency treatment. You are not covered for private medical treatment if there are medically capable public facilities available.

    If you become unwell, or sustain a minor injury whilst abroad, you must call our 24/7 assistance team so that they can help you find appropriate treatment locally.

    However, you should call the local emergency services immediately, 112 in Europe, 911 in the USA and Canada or the local equivalent to 999, if you have any symptoms that might require emergency treatment including, but not limited to, difficulty breathing, chest pain, seizure (fit) activity, decreased level of consciousness, heavy bleeding, sudden swelling of the face and lips, signs of a stroke or any other life-threatening condition. You must, in all cases call our 24/7 assistance team to authorise cover. Failure to do so may invalidate your claim.

  • Are gadgets such as mobile phones or tablets covered?
  • The insurance does not cover gadgets such as tablets or mobile phones as standard. You will need to purchase the ‘Phones, Tablets & Other Gadgets’ extension to cover you up to £1,000 for damage, loss or theft of gadgets like these (terms and conditions apply see the full extension wording for details).
  • I travel for work and pleasure, do your policies cover for business travel?
  • Non manual Business travel is included within all of our travel insurance policies as standard, you can also extend the cover further for specific business purposes such as business equipment and money for an additional premium.
  • Do you offer skiing insurance?
  • Winter sports cover is available on all of our single trip and annual policies with the payment of a small additional premium. This will cover you for things such as, injury on the slopes, equipment, hired equipment, piste closure and delay due to avalanche.
  • Does being pregnant affect my travel insurance cover?

  • Travelling When Pregnant

    We provide cover under this policy if something unexpected happens. In particular, we provide cover under the Emergency Medical and Repatriation Expenses section for accidental bodily injury or illness. We don’t consider pregnancy or childbirth to be an illness or accidental bodily injury.

    To be clear, we only provide cover for Cancellation, Curtailment and Emergency Medical and Repatriation Expenses for claims that come from Complications of Pregnancy and Childbirth.

    Complications of pregnancy and childbirth only includes the following:

    Toxaemia (toxins in the blood), Bicornuate uterus, Gestational diabetes (diabetes arising as a result of pregnancy), Gestational hypertension (high blood pressure arising as a result of pregnancy), Pre-eclampsia (where you develop high blood pressure, carry abnormal fluid and have protein in your urine during the second half of  pregnancy), Ectopic pregnancy (a pregnancy that develops outside of the uterus), Foetal Growth Retardation due to Placental Insufficiency, Molar pregnancy or hydatidiform mole (a pregnancy in which a tumour develops from the placental tissue), Post-partum haemorrhage (excessive bleeding following childbirth), Retained placenta membrane (part or all of the placenta is left behind in the uterus after delivery), Placental abruption (part or all of the placenta separates from the wall of the uterus), Hyperemesis gravidarum (excessive vomiting as a result of pregnancy), Obstetric cholestasis, Placenta praevia (when the placenta is in the lower part of the uterus and covers part or all of the cervix), Stillbirth, Miscarriage, Emergency Caesarean section, A termination needed for medical reasons, or Premature birth more than 8 weeks (or 16 weeks if you know you are having more than one baby) before the expected delivery date.

    We will not cover denial of boarding by your carrier, so you should check that you will be able to travel with the carrier/airline in advance. If at the time of booking your trip you are aware that you are pregnant, you must ensure that you are able to have the recommended vaccinations and inoculations by the UK government for that trip; no cover will be provided for cancellation in the event that, after booking you discover travel is advised against, or you are unable to receive the appropriate and recommended vaccinations and inoculations for that country.

    Please make sure your Medical Practitioner and Midwife are aware of your travel plans, and that there are no known complications and you are fit to undertake the planned trip

  • If I'm driving my car abroad and it breaks down am I covered?
  • You will need to check the terms of your car insurance before taking your own vehicle abroad as you may need to extend the cover. Our travel insurance policies would not cover for injury to a 3rd party, damage to the car or damage to a 3rd party's vehicle in the event of an accident, but it would cover you for the costs associated with medical treatment you (as the policy holder) require. Please refer to your policy documentation for details.
  • What about cover for hire cars?
  • You will need to make sure that your hire car insurance covers you for damage to the hire car and a third party's car in the event of an accident. Insurewithease.com travel insurance protects you against medical expenses as a result of an accident but please refer to the details of your policy before hiring a car abroad.
  • Does your travel insurance cover terrorist attacks?
  • Please refer to the policy documents for details of what would be covered in the event of a terrorist attack. Cover is available under the medical expenses and personal accident sections of the policies, for injuries caused by the terrorist act.
  • There has been a terrorist attack recently at my chosen destination, will I be covered to travel there or should I cancel my trip?
  • Your travel insurance may not cover you in a country that the Foreign, Commonwealth & Development Office has advised you not to travel to. For advice on countries not to travel to, please see gov.uk/foreign-travel-advice and refer to your policy documents for the details of cover you have. It's important to note that your policy won't cover the cancellation of a trip that you feel disinclined to take, it will only cover you if you are advised against taking the trip and are unable to obtain a refund from your travel provider.
  • What happens if I have to cancel my holiday?
  • All of our travel insurance policies offer cancellation cover, which means that if you had to cancel your holiday following an insured risk, you would be covered up to the limit shown on your policy.
  • What if my trip is cancelled by my travel provider?
  • There is no cover under the policy to make a claim if your trip is cancelled or postponed by your travel provider. In this situation you should contact your travel provider, please see the further information below about your legal rights if you have had a package holiday or a flight cancelled.

    Cancellation of Package Holiday Arrangements: If you booked via a travel agent or tour operator or have booked more than one element including a flight from the same provider, then the trip is considered as packaged and package travel regulations apply. You should contact your travel provider about a obtaining a refund or an alternative trip.
    Further information:
    https://www.legislation.gov.uk/uksi/2018/634/regulation/1/made
    https://www.which.co.uk/consumer-rights/regulation/package-travel-regulations
    https://www.abtot.com/regulation/civil-aviation-authority-caa-atol

    Cancellation of Flights and Air Passenger Rights: Flight cancellations by the airline need to be claimed directly from them and are not covered by travel insurance. Flight companies are regulated by the Civil Aviation Authority. If your flight operator cancels or can’t fulfil your flight then there is protection available under something called the ‘Montreal Convention’. All around the world, passenger rights for international flights are protected under the Montreal Convention. Essentially, this piece of law states that the airline is responsible for you if your flight is cancelled and/or you are left stranded at an airport waiting for a flight. These measures of care include: Meals and refreshments, Communication to the outside world (two occasions), Hotel accommodations when necessary, Rerouting to your final destination. In countries like Canada, Israel and the Member States of the European Union, your rights are protected even further. Like any piece of law, it is complicated and not that easy to read! But below is a link and if you google CAA and Montreal Convention then you will find some useful information online that may help you.
    https://www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/Consumer-protection-law/

Travel Insurance amendments & cancellation

  • What if I need to make a change to my insurance policy?
  • If your travel plans change or you need to make any other amendments to your travel insurance policy, you have a 14 day period in which to do so free of charge. After the 14 days, all amendments will incur an administration fee. All you need to do is e-mail [email protected],  or call us on 0330 024 9295 (Monday-Friday 9-5), providing us with the following information:

    Policy number
    Date policy purchased
    Amendments you wish to make

    We will then send you an e-mail confirming that the amendments have been made, attaching the updated policy documentation.
  • How do I cancel my policy?
  • If you change your mind and wish to cancel your travel insurance policy, you have 14 days from when you take out your policy to cancel the policy and obtain a full refund on the premium, providing that you have not travelled or made a claim.

    If you wish to cancel your policy within the 14 day cancellation period, please e-mail [email protected] or call us on 0330 024 9295 (Monday-Friday 9-5), confirming that you would like to cancel, and provide the following information:

    Policy number
    Date policy purchased
    Your reason for cancellation
    Confirmation that you have not travelled since purchasing the policy
    Confirmation that you have not claimed/do not intend to claim under the policy

    You will then receive a telephone call from Insurewithease.com in order to process your refund.
  • I have a pre-existing medical condition, does that mean I can't get travel insurance cover?
  • No, this is not the case. Insurewithease.com can cover many medical conditions. When you complete your quote you will be asked a series of questions regarding pre-existing medical conditions. You must answer these questions accurately as if you fail to mention a pre-existing condition that you subsequently require treatment for whilst on holiday, unfortunately the travel insurance policy will not cover you for medical expenses incurred. If you answer 'yes' to any of the questions we will need to carry out a medical screening. If we can't cover your medical condtions we will recommend an alternative provider who may be able to provide cover.
  • How do we get medical health assistance abroad?
  • If you become unwell, or sustain a minor injury whilst abroad, please call our 24/7 assistance team first so that they can help you find appropriate treatment locally.

    However, you should call the local emergency services immediately, 112 in Europe, 911 in the USA and Canada or the local equivalent to 999, if you have any symptoms that might require emergency treatment including, but not limited to, difficulty breathing, chest pain, seizure (fit) activity, decreased level of consciousness, heavy bleeding, sudden swelling of the face and lips, signs of a stroke or any other life-threatening condition.

    You must, in all cases call our 24/7 assistance team to authorise cover. Tell them that you are insured by Insurewithease.com and give them your policy number. Failure to do so may invalidate your claim.

    Important: Your policy does not cover any costs for private medical treatment unless it has been authorised by the emergency assistance company. You should be aware that travel insurance is not private medical insurance, in that it only covers unavoidable, unexpected, emergency treatment. You are not covered for private medical treatment if there are medically capable public facilities available.

Travel Insurance Renewal Questions

Travel Insurance Claims Questions

  • How do I make a claim through my travel insurance?
  • For details of how to make a claim on you travel insurance please go to the claims page.

    If you need emergency medical assistance whilst actually on your holiday, you will need call our 24 hour emergency assitance line, the phone number is on your policy documentation.
  • What excess would I need to pay if I had to make a claim?
  • The excess payable varies depending on the travel insurance policy that you decide to take out. It ranges from £35.00 with our platinum policies, to £100 with our silver policies.
  • Can I waiver the excess on my travel policy?
  • You can waive the excess on all of our policies in return for a small additional premium. This means that in the event of a claim you would not pay the excess amount. The option to waiver the excess will be given to you during the quotation process.
  • What do I do if my passport or money get stolen whilst I'm away?
  • When you take out a travel insurance policy with Insurewithease.com you will be given a telephone number to call in the case of an emergency abroad. Our medical assistance team is on call 24-hours a day, 365 days a year to provide assistance to our policy holders so that the necessary arrangements can be made.
  • If I fall ill or have an accident while abroad, how do I pay my medical bills?
  • If you become unwell, or sustain a minor injury whilst abroad, please call our 24/7 assistance team first so that they can help you find appropriate treatment locally.

    However, you should call the local emergency services immediately, 112 in Europe, 911 in the USA and Canada or the local equivalent to 999, if you have any symptoms that might require emergency treatment including, but not limited to, difficulty breathing, chest pain, seizure (fit) activity, decreased level of consciousness, heavy bleeding, sudden swelling of the face and lips, signs of a stroke or any other life-threatening condition.

    You must, in all cases call our 24/7 assistance team to authorise cover. Tell them that you are insured by Insurewithease.com and give them your policy number. Failure to do so may invalidate your claim.

    Important: Your policy does not cover any costs for private medical treatment unless it has been authorised by the emergency assistance company. You should be aware that travel insurance is not private medical insurance, in that it only covers unavoidable, unexpected, emergency treatment. You are not covered for private medical treatment if there are medically capable public facilities available.
 

If the question you have is not answered by our FAQs, simply contact us using our online enquiry form.

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