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Adult 18-64
Adult 65-69
Adult 70-74
Adult 75-79
Adult 80-85
Kids 2-17
Infants 0-1
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FAQs

 

1. Is there cover for pregnancy on this policy?

2. What is meant by the term policy Excess?

3. Does this policy cover any Pre-existing Medical Condition?

4. How do I make a claim?

5. How many children can I insure on a Family policy?

6. What are the Terms and Conditions?

7. What are my cancellation rights?

8. What Winter Sports are covered on this scheme?

9. What do I do if I need medical assistance when travelling?

10. Can we travel independently on our Couple/Family travel insurance policy?

11. How often can I travel on an Annual Multi Trip policy?

12. What is the difference between the various levels of cover?

13. How is my policy delivered?

14. Do you offer cover for over 65s?

15. Do you cover non-UK residents?

16. Can I go scuba diving when travelling?

17. Can I buy insurance for someone under the age of 18 if they are travelling without their family?

18. What products do you offer?

19. What happens if my bag is stolen with all my travel documents and money whilst I am travelling?

20. Is there cover for glasses on this scheme?

21. When do I need to purchase my travel insurance?

22. What do I need to take on holiday with me?

23. Are my golf clubs covered?

24. Is there cover for cancellation on this scheme?

25. What is meant byt the term 'Excess Waiver'?

26. What is an EHIC (formally E111)?

27. What vaccinations do I need?

28. How long can I 'stop over' on route to Australia?

29. Can I change my policy?

30. Which Special Sports and Activities are covered at no additional premium?

31. Which Special Sports and Activities are covered at no additional premium but where there is no cover in respect of any Personal Accident or Personal Liability sections?

32. Which Special Sports and Activities are covered with an additional premium?

33. Which Special Sports and Activities are covered at an additional premium but where there is no cover in respect of any Personal Accident or Personal Liability sections?

34. Which Special Sports and Activities are not covered under any circumstances?

35. What does "No cover will apply in respect of Personal Accident and Personal Liability" in Q31 & Q33 mean?

36. Will this policy cover me if my Trip has been Dynamically Packaged?

 
 

1. Is there cover for pregnancy on this policy?
Yes, cover is provided for complications of pregnancy. Please refer to the meaning of words in the policy wording for the definition of complications of pregnancy.
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2. What is meant by the term policy Excess?
Most sections of the policy carry an Excess. This is the first amount of any claim that you will have to pay. The amount may vary depending on the level of cover you have chosen. It is applicable per person per section. The Excess will be reduced to NIL if you have used an EHIC (Formally E111) to reduce your medical expenses bill or paid the Excess Waiver upgrade.
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3. Does this policy cover any Pre-existing Medical Condition?

There is cover for Pre-existing Medical Conditions as long as you fall outside the following criteria:

  • Any Medical Condition that has (a) been diagnosed or where the initial onset of symptoms has occured within the last 3 months; or (b) has required any change in medication (any increase in dose or an increase in medication) within the last 3 months.
  • Any Medical Condition for which ANY surgery or other form of treatment (other than ongoing prescribed medication) has been carried out/required within the last 3 months.
  • Any heart condition including (but not limited to) angina, heart attacks, arrhythmia, palpatations, heart failure, heart enlargement etc., with the exception of heart murmurs which require no form of treatment or ongoing monitoring.
  • Any cerebrovascular conditions including (but not limited to) strokes, brain haemorrhages, aneurysms, growths or tumours.
  • Any respiratory conditions for which You have required oxygen, the use of a nebuliser, pancreatic enzymes, hospital referral or admission within the last 12 months.
  • Any diagnosis, treatment or procedure for cancer or any malignant disease within the last 12 months.
  • Any Medical Conditon or procedure that has resulted in hospitalisation as an inpatient within the last 6 months or for which You are under review by, or under the care of, a hospital consultant.
  • Any Medical Condition or procedure for which You are on a waiting list for surgery.
  • Any Medical Condition for which You have received a terminal porognosis.
  • If You have undergone (as a recipient) an organ transplant or are awaiting an organ transplant.
  • If You require renal dialysis
  • Any Medical Condition that has resulted in seizure, convulsion, fit or blackout/loss of consciousness within the last 3 months.

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4. How do I make a claim?
For Travel Claims, please phone Mapfre Asistencia on 01454 640027. For Scheduled Airline Failure Claims, please phone IPP Claims Office on 0208 776 3752.

All Travel & Legal claims must be submitted on a claim form, within 28 days of Your return, accompanied by original invoices, receipts, reports, etc. Scheduled Airline Failure claims must be submitted with 14 days. Please remember that it is always advisable to retain copies of all documents when submitting Your claim.
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5. How many children can I insure on a Family policy?
Up to 4 dependant children (including foster children) under the age of 18 living at home and in Full Time education.
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6.What are the Terms and Conditions?
Terms and Conditions are another expression for the Policy Wording. You need to read the Policy Wording carefully because it sets out the cover that you have purchased and also the conditions that you need to meet in order to make a claim.
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7. What are my cancellation rights?
You have 14 days from receiving the policy wording to read it and see that it gives you the cover you require. During this time you can cancel the policy and receive a refund of your premium provided you have not already made a claim, that there is not an impending claim and that you have not already started your holiday or journey. If the request to cancel is received outside of the 14 days cooling off period, please call the Travel Helpline number with the reasons for cancellation.
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8. What Winter Sports are covered on this scheme?
Provided you have paid the Winter Sports upgrade, you are covered for: ski equipment, piste closure, avalanche cover, ski hire, ski pack costs up to the limits shown on the summary of cover. Activities covered are:
Big foot skiing
Cat skiing
Cross country skiing
Glacier skiing
Ice Hockey
Mono skiing
Off-piste skiing or snow-boarding (within local ski patrol guidelines)
Skidooing
Skiing
Sledging
Snow-blading
Snow-boarding
Snow mobiling
Tobogganing

The following Winter Sports are not covered under any circumstances:
Heli-Boarding
Heli-skiing
Ice speeding
Luging / Bobsleigh
Ski acrobatics
Ski jumping
Ski racing
Ski stunting
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9. What do I do if I need medical assistance when travelling?
Please notify Mapfre Asistencia immediately about any serious illness or accident abroad where you have to go into hospital or you may have to return home early or extend your stay (You should first check that the circumstances are covered by Your policy). Please contact Mapfre Asistencia on the number shown below, giving Your name and Certificate number, please also provide a telephone, fax or telex number where Mapfre Asistencia can contact You or leave messages at any time of the day or night.

To comply with the terms and conditions of the insurance You MUST contact Mapfre Asistencia as soon as possible. You MUST obtain Mapfre Asistencia's authorisation before incurring any expenses over £500. If you have treatment as an outpatient you must get a medical certificate showing the nature of the injury/illness and keep any original bills, which you have paid. You can submit a claim for these expenses on your return to the UK (please refer to Q4 "How do I make a claim?").

For assistance outside U.K. dial: +44 (0) 1454 640027
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10. Can we travel independently on our Couple/Family travel insurance policy?
Each adult and all children can travel independently; however, children must be accompanied to and from the airport by and adult over the age of 18.
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11. How often can I travel on an Annual Multi Trip policy?
The policy lasts for the complete 12 months, and you can take as many trips/holidays as you wish during the year, however, the total amount of time spent away must not exceed 183 days within the period of insurance. If you are aged 75-79 each trip must not exceed 31 days. If you are aged 65-74, each trip must not exceed 31 days, this can be extended to 45 days (where the appropriate premium has been paid). If you are under the age of 65 each trip must not exceed 31 days, this can be extended to 45, 62 or 93 days (where the appropriate premium has been paid). 17 consecutive days Winter Sports Cover can be added to the Annual Multi Trip policy for an additional premium (this can be increased to either 24 or 31 consecutive days per year for a further additional premium).
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12. What is the difference between the various levels of cover?
These are the different levels of cover offered under this policy. Economy offers the least cover, with the highest excess for the cheapest premium. Standard offers a wider range of cover at higher levels with a reasonable excess and is priced reasonably. Premier cover provides the widest range of cover and the highest levels of protection for you and requires you to pay the least amount of excess. As a result Premier cover is the more expensive choice.
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13. How is my policy delivered?
Your policy can be emailed directly to your email address shortly after being issued, please note that some internet providers filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. If after checking these folders your certificate is still not received, please call the Travel Helpline.
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14. Do you offer cover for over 65s?
Yes, the maximum age for Single Trip and Annual Multi-trip policies is 79. Persons over 79, meaning having reached their 80th birthday at the date of purchase, are not eligible for cover under this policy.
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15. Do you cover non-UK residents?
Yes, we can cover residents of the European Union. To be eligible for cover you to be a resident of the European Union for six months prior to the issue of the policy, and be registered with a local doctor.
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16. Can I go scuba diving when travelling?
Scuba diving to a depth of 30 metres if you hold a certificate of proficiency or are diving with a qualified instructor. The policy can be upgraded to include scuba diving to a depth of 50 meters for an additional premium.
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17. Can I buy insurance for someone under the age of 18 if they are travelling without their family?
Yes, but they must pay the adult premium if they are travelling without their family or if they are travelling with another family. You will need to contact us on the Travel Helpline number.
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18. What products do you offer?
Single Trip policies
Annual Multi Trip policies with maximum trip duration of 31 days
Annual Multi Trip policies with maximum trip duration of 45 days (if you are under the age of 74)
Annual Multi Trip policies with maximum trip duration of 62 days (if you are under the age of 64)
Annual Multi Trip policies with maximum trip duration of 92 days (if you are under the age of 64)
For Individuals, Couples and Families (including Single Parent Family)
Including optional covers for Winter Sports, Golf, Wedding, Business and Timeshare Cover
Economy, Standard and Premier levels of cover
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19. What happens if my bag is stolen with all my travel documents and money whilst I am travelling?
You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report. These reports are the only proof that the loss/theft did actually occur. Without them Mapfre Asistencia cannot make any payment to you. If you leave luggage and personal items unattended in a public place then Mapfre Asistencia cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.
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20. Is there cover for glasses on this scheme?
Yes, there is cover for glasses on our policies, they are included as valuables. However, the maximum amount that will be paid for sunglasses or prescription glasses of any kind is £150.
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21. When do I need to purchase my travel insurance?
At the time of booking your travel arrangements to make sure that you have cancellation cover in place for that particular trip.
If your travel arrangements change then you must call the Travel Helpline. You must be able to provide the correct Period of Insurance on your documentation in the event of a claim.
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22. What do I need to take on holiday with me?
Please ensure that you take a copy of your certificate of insurance and a copy of the full policy wording - these documents contain important numbers that you may require whilst travelling.
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23. Are my golf clubs covered?
Yes, up to £1,000 on Standard and £2,000 on Premier policies in total with a Single Club or Item of Golf Equipment limit of £250, provided you have paid the additional premium for the Golf Cover extension.
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24. Is there cover for cancellation on this scheme?
Yes, 'Cancellation' means that you will not have started your trip. You may be able to claim on your insurance (subject to the policy terms and conditions) for any travel or accomodation costs that you have either already paid or contracted to pay, that you can not get back from the tour operator etc. However, the reason for the cancellation has to be one of those listed under the cancellation section of the policy. Please ensure that you have enough Cancellation cover to protect the cost of your holiday.
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25. What is meant by the term 'Excess Waiver'?
If your policy includes the Excess Waiver, you will not need to pay the excess should you need to make a claim. The Excess Waiver must be purchased at the time of booking the insurance and can not be added on later.
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26. What is an EHIC (formally E111)?
If you intend travelling to European Union (EU) countries, the European Economic Area (EEA) or Switzerland. We would advise you to obtain a Form CM1 from your local main Post Office. On returning this, duly completed, to the main Post Office you will be issued with a European Health Insurance Card (EHIC), which will entitle you to certain free or reduced cost health arrangements in the EU, EEA or Switzerland. (Full details are given in the DSS Leaflet No. SA40).
NB: In the event that you have used the EHIC to effectively reduce the cost or your treatment or medicines; then you will not have to pay an Excess in relation to any medical related claims.
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27. What vaccinations do I need?
You should check with your doctor as soon as possible, your doctor will be best advised to tell you what vaccinations are required, if any.
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28. How long can I 'stop over' en route to Auatralia?
If you are travelling on a Worldwide or Australia / New Zealand policy, you can Stop Over in the USA or Asia for a maximum of 72 hours each way.
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29. Can I change my policy?
Changes can be made at any time, as long as there are no known claims on the policy. If you wish to add any optional extra's to your policy this can be done at any time too, other than Excess Waiver which can only be added at the time of purchase. Please contact the Travel Helpline.
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30. Which Special Sports and Activities are covered at no additional premium?
Abseiling (within organisers guidelines)
Angling
Archery
Athletics
Badminton
Ballooning - hot air (organised pleasure rides only)
Banana boating
Baseball
Basket ball
Boardsailing
Bowling
Bungee Jumping (within organisers guidelines)
Canoeing (up to grade 2 rivers only)
Climbing (on a climbing wall only)
Cricket
Curling
Cycling
Deep sea fishing
Fell walking
Fishing
Glacier walking
Gliding (no cover for crewing or piloting)
Golf
Gymnastics
Handball
Heptathlon
Hiking / trekking / walking (below 4000 metres)
Hill walking up to 2000 metres
Horse riding (Excl competitions / racing / jumping / hunting)
Hot air ballooning (organised pleasure rides only)
Ice skating
Indoor climbing (on climbing wall )
Kayaking (up to grade 2 rivers only)
Kite surfing
Marathon running
Motor cycling (up to 125cc)
Mountain biking
Netball
Non-Competitive Football/Soccer
Organised safari without guns
Orienteering
Overland trips
Parascending - over water
Pony trekking
Racket ball
Rackets
Rambling
Rap jumping (within organiser's guidelines)
Ringos
Roller skating/ blading (wearing pads & helmets)
Rounders
Rowing (except racing)
Running
Safari trekking in a vehicle (must be an organised tour)
Safari trekking on foot (must be an organised tour)
Sail-boarding
Scuba diving to a depth of 30 metres (within organisers guidelines)
Sea kayaking
Skateboarding (wearing pads and helmets)
Sledging - pulled by horse or reindeer as a passenger
Snorkelling
Softball
Squash
Surfing
Table tennis
Ten pin bowling
Tennis
Trekking / walking / hiking (below 4,000 metres)
Tubing
Tug of war
Volley ball
Wake-boarding
Walking / hiking / trekking (below 4,000 metres)
Water polo
Water-skiing
White water rafting (within organiser's guidelines)
Wind-surfing
Zorbing
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31. Which Special Sports and Activities are covered at no additional premium but where there is no cover in respect of any Personal Accident and Personal Liability sections?
Camel riding
Catamaran sailing (if qualified)
Clay pigeon shooting
Dinghy Sailing
Go Karting (within organiser's guidelines)
Jet boating (no racing)
Jet Skiing (no racing)
Paint Balling (wearing eye protection)
Rifle range shooting
Sailing / yachting inshore (recreational, no racing)
Shooting (within organiser's guidelines)
Small bore target shooting (within organiser's guidelines)
War games (wearing eye protection)
Yachting (if qualified)
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32. Which Special Sports & Activities are covered with an additional premium?
American football
Climbing up to 4000 metres
Dry slope skiing
Endurance tests
Fives
Football - American
High altitude trekking
Hiking / trekking / walking (above 4000 metres)
Hockey
Lacrosse
Langlauf
Organised safari with guns
Outdoor endurance events
Parascending - over land
Rugby
Sand dune surfing / skiing
Scuba diving between 30m - 50m (within organiser's guidelines)
Speed skating
Street Hockey (wearing pads and helmets)
Summer tobogganing
Trampolining
Trekking/ walking / hiking (above 4,000 metres)
Trekking high altitude
Walking / hiking / trekking (above 4,000 metres)
White water canoeing (up to grade 4 only)
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33. Which Special Sports & Activities are covered with an additional premium, but where there is no cover in respect of any Personal Accident and Personal Liability sections?
Fencing (within organiser's guidelines)
Gaelic football
Hurling
Polo
Sailing / yachting inshore (recreational, crewing, no racing)
Sailing / yachting offshore (recreational, no racing)
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34. Which Special Sports and Activities are not covered under any circumstances?
Adventure racing
Base Jumping
Biathlon
Big game hunting
Black water rafting
BMX riding - stunt / obstacle
Bouldering
Boxing
Canyoning
Cave tubing
Caving / pot holing
Climbing over 4000 metres
Cycle racing
Cyclo cross
Drag racing
Flying (except passengers in licensed passenger aircraft)
Free Mountaineering
Hang gliding
Harness racing
High diving (over 5 metres)
Hunting (Fox / drag)
Jousting
Judo
Karate
Kendo
Manual work
Martial Arts
Micro lighting
Modern pentathlon
Motor cycle racing
Motor racing
Motor rallying
Mountaineering (over 4000 metres)
Parachuting
Paragliding / parapenting
Pot holing / caving
Power boat racing
Powerlifting
Professional sports of any kind
Quad biking
River bugging
Rock climbing
Rodeo
Roller hockey
Shark diving (in cage)
Sky diving
Speed trial / time trial
Time trial / speed trial
Triathlon
Water ski jumping
Weight lifting
Wrestling
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35. What does "No cover will apply in respect of Personal Accident and Personal Liability" in Q31 & Q33 mean?
Personal Accident - No cover will apply, if You suffer Accidental Bodily Injury during the Trip, which within 12 months is the sole and direct cause of death or disablement
Personal Liability - No cover will apply, if in the course of a Trip You become liable for accidental bodily injury to, or the death of, any person and/or accidental loss of or damage to their property
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36. Will this policy cover me if my Trip has been Dynamically Packaged?
Yes, cover is provided irrespective of how your Trip / holiday has been packaged together.
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