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Your Policy Document

TravelInsurance

Contents

Advice for Travellers 4Welcome 5Important Information 6Your Policy and Policy Schedule 6Persons Covered 6Children 6Holidays Covered 6Holidays Not Covered 6The Cover We Provide 7When You Are Covered 7When Cover Will End Automatically 7Automatic Extension of the Period of Insurance 7Health Declaration and Change of Health 8Health Exclusions 8Reciprocal Health Agreements 9Covered Leisure Activities, Sports and Winter Sports. 9

CLAIMS’ CONDITIONSMaking a Claim 11Reporting Lost, Stolen or Damaged Property 11Complying with Special Conditions 11Other Insurance 11Supplying Details & Documents 12Your Duty to Avoid or Minimise a Claim 12Protecting Property 12Interest 12Sending Us Legal Documents 12Things You MUST NOT Do 12Recognising Our Rights 12Dishonesty and Fraudulent Claims 12Paying Claims 12

ACE ASSISTANCE1. Medical Emergency and Referral Services 132. Personal Assistance Services 14

GENERAL EXCLUSIONS 15

3

COVERSection 1. Cancellation 16Section 2. Medical and Additional Expenses 17Section 3. Travel Delay 18Section 4. Personal Property 19Section 5. Loss of Passport/Driving Licence 20Section 6. Money 20Section 7. Personal Accident 21Section 8. Curtailment 21Section 9. Personal Liability 22Section 10. Overseas Legal Advice and Expenses 23Section 11 Missed Departure 25Section 12. Hospital Benefit 25Section 13. Additional Pet Care Fees 25Section 14. Compassionate Return 26Section 15. Catastrophe 26Section 16. Hijack 27Section 17. Scheduled Airline Failure Insurance (provided by IPP Insurance Limited) 27Section 18. End Supplier Failure Insurance (provided by IPP Insurance Limited) 27

THIS FOLLOWING EXTENSION IS OPTIONAL; IT APPLIES ONLY IF THE POLICYSCHEDULE SHOWS THAT YOU HAVE BOUGHT THIS EXTENSION:

Winter Sports Extension 29

GENERAL CONDITIONSContract 30Legal Interpretation & Language 30Third Party Rights 30Observing Policy Terms & Conditions 30Changing Your Policy 30Cancelling Your Policy 30Other Taxes and Costs 30Complaints Procedures 30Financial Ombudsman Service 31Financial Services Compensation Scheme 31Data Protection Statement 31

GENERAL DEFINITIONS 32

4

Advice for TravellersImportant Phone NumbersPlease make a note of the following phone numbers or add them to your mobile; you mayneed them in an emergency or if you need to make a claim.

ACE Assistance ACE ClaimsMedical Emergency and Referral Servicesand Personal Assistance Services

0800 519 9940 or+44 (0)1293 726 165+44 (0)207 173 7814

ImmunisationsYou may need extra immunisations when travelling abroad. Check whether you do beforetravelling by visiting http://www.immunisation.nhs.uk, or see a copy of the Health advice fortravellers information leaflet which is available at your local Post Office.

EHIC If you are travelling to Europe you should obtain a European Health Insurance Card (EHIC)and take it with you when you travel.

Waiver of Medical ExcessIf you have a valid claim for medical expenses under this Policy, which is reduced by your • using an EHIC; or • taking advantage of a reciprocal health agreement with the United Kingdom; or• using your private medical insurance at the point of treatment, we will NOT deduct the excess.

Know Before You GoIn association with the 'Know Before You Go' Campaign, weare working with the Foreign & Commonwealth Office (FCO)to do all that we can to help travellers stay safe overseas.Before you go overseas, check out the FCO website atwww.fco.gov.uk/travel. It is packed with essential traveladvice and tips, and up-to-date country information. Please note: This Policy does not coverany Holiday involving travel to areas where the Foreign and Commonwealth Office hasadvised against ‘all travel’. If you are not sure whether there is a travel warning for yourdestination, please check their website or call them on 0845 850 2829.

Before Booking a New Holiday If you have bought an Annual Multi-trip policy, please check that it continues to meet yourneeds before booking any new holiday. The Important Information section and PolicySchedule contain essential information on policy benefits; benefit amounts; Persons Covered;Holidays Covered and Holidays Not Covered; Covered Leisure Activities Sports and WinterSports; Health Exclusions; Health Declaration and Change of Health. If you have anyquestions, need to declare a change of health, or amend or renew your Policy, please contactus immediately and before booking your holiday.

5FOR GENERAL DEFINITIONS GO TO PAGE 32

WelcomeThank You for choosing ASDA Travel Insurance. This is Your Holiday Travel Insurance PolicyDocument which, together with Your Policy Schedule and the information supplied whenapplying for this insurance, is a contract between You and Us. In return for payment of thepremium, We agree to insure You during the Period of Insurance, subject to the PolicyTerms, Conditions and Exclusions. The Policy Schedule shows the cover You have chosen andthe most We will pay under each section.

You MUST tell Us if either Your insurance needs or any of the information You have given Uschanges. A change in circumstances may affect Your cover, even if You do not think achange is significant, and We may need to change this Policy. We will update the Policy andissue a new Policy Schedule each time a change is agreed.

If You have any questions, do contact Us and We will be happy to help.

Andrew KendrickPresidentACE European Group Limited

IMPORTANT INFORMATIONThe words and phrases appearing in boldtype and starting with a capital letter in thisPolicy Document and the Policy Schedulealways have the same meanings whereverthey appear. These meanings are explainedin the General Definitions section on Pages28 to 30 of this Policy Document.

Your Policy and Policy ScheduleThis is Your Travel Insurance PolicyDocument. Your Policy Document and YourPolicy Schedule sets out the terms of Yourcontract with Us and contain full details of • what is covered;• what is not covered;• the maximum amount We will pay in the

event of a Claim;• the conditions that apply;• how to get assistance in an

emergency;• how to make a Claim.

Please:• note that the Policy Cover Sections that

apply, and the maximum amounts thatWe will pay in the event of a Claim willdepend on which level of cover You havepurchased – these are clearly shown inYour Policy Schedule.

• check them carefully to ensure that thecover provided meets Your needs;

• keep them in a safe place;• take them (or a copy) with You when

travelling;• make a note of the Important Phone

Numbers on page 4 of this Policy (orstore them on Your mobile phone) andtake them with You at all times whentravelling on Holiday.

If You have any questions please contact Uson 0800 519 9935 or +44 (0)1293 725803

Persons CoveredTo be covered under this Policy, You MUST:1. If You are buying an Annual Multi Trip

Policy, be under 70 years of age on thedate You purchase cover (unless Wehave agreed in writing to provide coverbeyond this age and You have paid theappropriate additional premium due); or

2. if You are buying a Single Trip Policy,have correctly stated the dates of birthfor all Persons Insured on the PolicySchedule at the time You applied for thisPolicy; and

3. be continually A. resident in the United Kingdom; and

B. registered with a GP practising in theUnited Kingdom;

throughout the Period of Insurance; and4. at the time You applied for this Policy,

have been able to make the statementsWe asked You to make, and whichappear in Your Policy Schedule under theSection entitled “Your declaration to Us”.

To be covered under this Policy You and allother Persons Insured under this Policy musthave your main residence in the UnitedKingdom and be in the United Kingdomwhen this Policy is taken out and beregistered with a GP in the United Kingdom.

ChildrenChildren will only be covered when they aretravelling with an adult named underPersons Insured on the Policy Schedule.

Holidays Covered The type of Policy You have chosen, SingleTrip or Annual Multi-Trip, is shown on thePolicy Schedule.1. Single Trip Policy

A Single Trip Policy covers a HolidayAbroad during the Period of Insurancethat takes place entirely within the Areaof Travel stated in the Policy Schedule.

2. Annual Multi-Trip PolicyAn Annual Multi-Trip Policy covers allHolidays during the Period of Insuranceprovided they meet the followingconditions:A. each Journey MUST take place

entirely within the Area of Travelstated in the Policy Schedule;

B. no individual Holiday Abroadcontinues for more than 30consecutive days;

C. You spend no more than 90 days intotal on Holidays Abroad in anyPeriod of Insurance;

D. each Holiday in the United Kingdomincludes at least 2 nights spent inaccommodation that is bookedbefore the Holiday begins;

E. if the optional Winter SportsExtension is shown as covered on thePolicy Schedule - no more than 21days in total in any Period ofInsurance are spent on Holidaysinvolving training for or participatingin winter sports.

Holidays Not Covered We will not cover any Holiday• which involves You travelling specifically

6 FOR GENERAL DEFINITIONS GO TO PAGE 32


to obtain medical, dental or cosmetictreatment;

• When you have been advised not totravel by your Doctor or you havereceveid a terminal prognosis

• where sports or activities are the mainfocus of, or form a significant proportionof Your Holiday (unless You have boughtthe optional Winter Sports Extension andare on Holiday specifically to take part inwinter sports covered under this Policy);

• where, on the date it is booked (orcommencement of the Period ofInsurance if later), You or Your TravellingCompanion are aware of any reason whyit might be cancelled or Curtailed, or anyother circumstance that could reasonablybe expected to result in a claim underthis policy;

• involving travel to areas where theForeign and Commonwealth Office hasadvised against ‘all travel’. If you are notsure whether there is a travel warning foryour destination, please check theirwebsite www.fco.gov.uk or call them on0845 850 2829;

The Cover We ProvideThe Level of Cover You have bought isshown in Your policy Schedule.

Your Policy Schedule also shows which coverSections apply, the maximum amount Wewill pay under each Section that does apply,and whether You have bought cover underthe optional Winter Sports Extension.

All cover Sections provide cover for HolidaysAbroad. If You have bought an Annual Multi-Trip Policy the following Sections alsoprovide cover for Holidays within the UnitedKingdom, if they are shown in the Scheduleas applying:Section 1. Cancellation; Section 4. Personal Property; Section 6. Money; Section 7. Personal Accident; Section 8. Curtailment; Section 9. Personal Liability;Section 16. Hijack; Section 17. Scheduled Airline Failure

Insurance.

If You have bought the optional WinterSports Extension, it also provides cover forHolidays within the United Kingdom.

When You Are Covered 1. Cancellation cover under Section 1 begins

when a Holiday is booked, if this Policy isin force at the time of booking, or fromthe Date and Time Stated in the PolicySchedule, if later, and ends when Youleave Your home in the United Kingdomto commence Your Holiday.

2. Insurance cover under all other Sectionsoperates for a Holiday that takes placeduring the Period of Insurance andincludes travel directly to and from Yourhome in the United Kingdom providedthe return home is completed within 24hours of:A. return to the United Kingdom; orB. departure from pre-booked

accommodation following a Holidaywithin the United Kingdom coveredunder an Annual Multi-Trip Policy.

When Cover Will End Automatically 1 Single Trip Policies

All cover will end when the Period ofInsurance ends.

2. Annual Multi-Trip PoliciesA. Your cover will end on the first date

Your premium is due after Your 70thbirthday;

B. Your Partner’s cover will end on thefirst date premium is due after their70th birthday or earlier if Your coverends beforehand;

C. Cover for Children will end on thefirst date premium is due after their18th birthday (or 23rd birthday if stillin full-time education) or when any ofthe following occur, if earlier: • Your cover ends; or • Your Child gets married; or• Your Child stops being dependent

on You.If a Holiday continues beyond the expirydate of this Policy or a Holiday has beenbooked which begins after the expiry date ofthis Policy You must buy a new Policy if Youwish cover to continue. If You do not buy anew Policy, the remaining period of theHoliday or any future Holiday which hasbeen booked will not be covered after theexpiry date of this Policy.

Automatic Extension of the Period ofInsuranceIf You cannot return home from a Holidaybefore Your cover ends, Your policy willautomatically be extended at no extracharge for:• up to 14 days if any Public Transport in

which You are booked to travel as aticket-holding passenger is unexpectedly

delayed, cancelled or Curtailed becauseof adverse weather, industrial action, ormechanical breakdown; or

• up to 30 days (or any longer periodagreed by Us in writing before thisautomatic extension expires) if Youcannot return home Due To:- You being injured or becoming ill or

being quarantined during a Holiday- You being required to stay on medical

advice with another Person Insurednamed on Your Policy Schedule whois injured or becomes ill or isquarantined during a Holiday.

Health Declaration and Change ofHealth(The following statements apply to AnnualMulti Trip policies only, unless otherwiseindicated).

Please read the following carefully as it mayaffect the cover We provide and Your abilityto Claim under Your Policy.

At the time You applied for this Policy, Youconfirmed the statements We asked You toconfirm, and which appear in Your PolicySchedule under the Section entitled “YourDeclaration to Us”. These includedstatements relating to the health of eachPerson Insured under this Policy.

If You have an Annual Multi-Trip Policy, Wealso told You that You need to be able toconfirm these statements before You bookany Holiday, and that if You can't, You mustcontact Us. If you have a Single Trip policy oran Annual Multi Trip policy and a PersonInsured’s health changes after You madethese statements and You can no longermake them, You MUST let Us knowimmediately if: • You have reason to believe that Your

Holiday may need to be cancelled orCurtailed or You are aware of any othercircumstance that could reasonably beexpected to result in a claim on thisPolicy;

• a Doctor has advised You or any otherPerson Insured against travelling or Youbelieve would do so if You his/her advicewas sought;

• You or any other Person Insured has anymedical condition for which You or theyhave received a terminal prognosis;

• You have an Annual Multi-Trip Policywhich expires before Your departure date.

If you have a change in health and haveSingle Trip or an Annual Multi Trip policy andprovided Your Holiday was booked beforethe change of health occurred, You may havea valid cancellation Claim if You have tocancel Your Holiday, or We cannot providethe cover You require.If You have a valid Claim for Medical Expensesunder this Policy, which is reduced by Your• using an EHIC; or • taking advantage of a reciprocal health

agreement with the United Kingdom; or• using Your private medical insurance at the point of treatment, We will NOT deductthe Excess.

If You have an Annual Multi-Trip Policy andbook a new Holiday without telling Us thatYou cannot make these statements, We willnot cover Claims Due To any PersonInsured’s change of health. If You tell Usabout a Person Insured’s change of healthWe will tell You if We can provide cover forClaims Due To their change of health, and ifso, whether any additional premium isrequired or additional terms apply. If Weagree to cover any Claim Due To a PersonInsured’s change of health, We will confirmthis in writing.

If You do not let Us know about a PersonInsured’s change of health, You may not havethe cover You need and it may invalidateYour policy or reduce the amount of anyCancellation Claim.

Health Exclusions1. Exclusions relating to Your health and the

health of other Persons Insured:This Policy contains exclusions relating toYour health and the health of otherPersons Insured. These appear under theGeneral Exclusions.

2. Exclusions relating to the health of anyperson on which Your Holiday depends.This Policy contains exclusions relating tothe health of any person on which YourHoliday depends. These exclusionsappear under the • Cancellation Section; • Curtailment Section; • the Compassionate Return Section (if

applicable);• optional Winter Sports Extension.



Reciprocal Health AgreementsIf You intend to travel to 1. Europe (all EU countries plus Iceland,

Liechtenstein, Norway and Switzerland) You should obtain a European HealthInsurance Card (EHIC) and take it with Youwhen You travel. This will allow You tobenefit from the reciprocal healtharrangements, which exist with thesecountries and, if You have a valid Claim forMedical Expenses under this Policy, Wewill NOT deduct the Excess where the costof Your Claim has been reduced by Yourusing Your EHIC.

You can get obtain more informationabout the European Health Insurancecard, and apply for or renew Your EHIC:Online at: www.ehic.org.uk/Internet/home.doBy Phone: 0845 606 2030By Post: Forms available at the PostOffice™.

2. AustraliaYou MUST register with Medicare if Yourequire medical treatment in Australia.Some treatment charges may be partiallyrefunded by the Medicare scheme. YouMUST make Your claim while You are stillin the country.

If You do not, We may reject Your Claimor reduce the amount We pay You.

Further information about getting medicaltreatment abroad under the UnitedKingdom’s reciprocal healthcarearrangement can be found online atwww.nhs.uk under “Access to healthcareabroad”, and in the ‘Health Advice forTravellers’ leaflet which You can get from thePost Office™ or downloaded from thepublications section at: http://www.dh.gov.uk

If You have a valid Claim for MedicalExpenses under this Policy, which is reducedby Your• using an EHIC; or • taking advantage of a reciprocal health

agreement with the United Kingdom; or• using Your private medical insurance at the point of treatment, We will NOTdeduct the Excess.

Covered Leisure Activities, Sports andWinter Sports. You are automatically covered when trainingfor or participating in any of the leisureactivities, sports listed below, on arecreational basis during Your Holiday,subject to any provisions, limitations orexclusions noted by the relevant sport oractivity and provided that:1 You have not been advised by a Doctor

against participating in such sport oractivity;

2 You wear the recommended/ recognisedSafety Equipment; and

3 You follow safety procedures, rules andregulations as specified by the activityorganisers/providers; and

4 You are not racing or competing in orpractising for speed or time trials of anykind; and

5 It is not the main focus of, or form asignificant proportion of, Your Holiday(unless You have bought the optionalWinter Sports Extension and are onHoliday specifically to take part in wintersports covered under this Policy).

• Archery (provided supervised by aqualified person)

• Arm Wrestling• Badminton• Basketball• Beach basketball • Beach cricket• Beach football • Beach volleyball• Bocce • Body boarding• Bowls• Bowling • Canoeing, kayaking and rafting on inland

waters only (excluding white water)• Carriage or hay or sleigh rides • Clay-pigeon shooting (provided

supervised by a qualified person)• Cricket• Croquet • Curling• Cycling (except BMX and/or mountain

biking)• Deep sea fishing (excluding

competitions)• Dinghy sailing (on inland or coastal

waters only) • Dry skiing • Elephant riding (less than 2 days)• Fell walking• Fencing (provided supervised by a

qualified person)• Fishing• Footbag (hacky sack)• Football (Association)• Go karting (provided You wear a crash

helmet)• Golf• Handball• Hiking (up to 1,000 metres only with no

guides or ropes) • Hill walking (up to 1,000 metres only with

no guides or ropes) • Horse riding (provided no hunting,

jumping or polo)• Hot air ballooning (provided it is

professionally organised, and You travelas a passenger only)

• Ice skating (excluding Ice hockey andspeed skating)

• In line skating • Javelin • Jet skiing• Korfball • Lacrosse• Land sailing• Laser games• Long jump• Maxi-basketball• Mini-basketball • Motorcycling up to 125cc provided You

wear a crash helmet, and hold a full (andnot provisional) United Kingdommotorcycle licence if You are in control ofthe motorcycle

• Motor rallies • Netball • Paddleball• Parascending (provided over water)• Pony trekking• Racquetball• Rambling (up to 1000 metres, only with

no guides or ropes) • Roller skating• Roller blading • Rounders• Rowing (on inland waters only)• Safari (camera only and professionally

organised)• Sail boarding• Sailing (on inland and coastal waters

only)• Scuba diving (to a depth not exceeding

18 meters and provided that You areeither accompanied by a qualifiedinstructor, or You are qualified and notdiving alone)

• Snorkelling• Soccer

• Squash• Softball• Streetball• Surfing• Swimming• Table Tennis• Tennis• Trampolining• Trekking (up to 1,000 metres with no

guides or ropes)• Triple jump• Tug of war• Twirling • Volleyball• Water polo• Water skiing• Wind surfing• Yachting (on inland and coastal waters

only)If the optional Winter Sports Extension isshown as covered on Your Policy Schedule)the above list is extended to include thefollowing winter sports provided that Youparticipate on a non competitive basis only: • Skiing on-piste• Skiing off-piste (when accompanied by

or under the instruction of a qualifiedlocal guide)

• Snow boarding on-piste• Snow boarding off-piste (when

accompanied by or under the instructionof a qualified local guide)

• Tobogganing

Please refer to General Exclusions and therelevant exclusions under each section ofthis Policy, which continue to apply. Pleasespecifically note the exclusion under thePersonal Liability Section relating to theownership possession or use of vehicles,aircraft, hovercraft or watercraft firearms andbuildings.



CLAIMS’ CONDITIONS(Conditions that apply to the whole Policy)

Making a Claim1. If You are injured or become ill Abroad

and need:A. hospital in patient treatment,

specialist treatment, medical tests,scans or to be brought back to theUnited Kingdom:You MUST contact ACE Assistanceimmediately on: +44 (0) 20 71737814If You cannot do this Yourself, YouMUST arrange for a personalrepresentative to do this for You. Ifthis is not possible because Yourcondition is serious, You or Yourpersonal representative MUSTcontact ACE Assistance as soon aspossible.

If ACE Assistance are not contacted,We may reject Your Claim or reduceits payment.

B. medical treatment other than underA. above -You MUST follow the proceduredetailed under condition 2. below.You can make use of the servicesprovided by ACE Assistance, asappropriate (these are detailed onPage 10 of this Policy).

C. medical treatment in Australia:You MUST follow the appropriateprocedure detailed under A or Babove. If You are a United Kingdompassport holder or otherwise eligible,You MUST also register with Medicare(You can do this on arrival or afterYou have had treatment above).

Some treatment charges may bepartially refunded by the Medicarescheme and You should try to makeYour Claim while you are still in thecountry).

If You do not, We may reject YourClaim or reduce the amount We payYou.

2. All other ClaimsYou MUST notify Us immediately bytelephone, e mail or by downloading aClaim form from www.asdafinance.com

and sending it to Us as soon as possibleand within 30 days of becoming aware ofanything likely to result in a Claim (but 14days for Scheduled Airline Failure).

A personal representative can do this forYou if You cannot;

We can be contacted at: ACE Travel Insurance ClaimsPO Box 1086Belfast BT1 9ESEmail: [email protected]: 0800 519 9940 or +44 (0)1293 726 165

We will only accept claims under section17 Scheduled Airline Failure that aresubmitted up to six months after thefailure. Any claim submitted after the sixmonth period will not be processed.

Reporting Lost, Stolen or DamagedProperty:1. Lost or stolen Personal Property, Money

passport or driving licence.

You MUST notify the local police within24 hours of discovery and • if lost or stolen from a hotel, You

MUST notify hotel management; and • if Money lost or stolen includes

traveller’s cheques, You MUST notifythe local branch or agent of theissuing company; and

• provide Us with a copy of the originalwritten reports.

2. Personal Property lost, stolen ordamaged whilst in the custody of anairline or other carrier.

You MUST notify the airline or othercarrier in writing within 24 hours ofdiscovery and provide Us with a copy ofthe original written reports.

Complying with Special ConditionsYou MUST comply with the SpecialConditions detailed in the relevant Section ofthis Policy.

Other Insurance If there is another insurance policy in force(whether in Your name or otherwise) at thetime of any incident which results in a Claimunder this Policy which does (or would butfor the existence of this Policy) cover the

same loss, damage, expense or liability, Wewill not pay more than Our proportionateshare of such Claim. This Condition shall notapply to any Claim under Section 7 PersonalAccident or Section 9 Personal Liability.

Supplying Details & DocumentsYou MUST supply at Your own expense anyinformation, evidence and receipts Werequire including medical certificates signedby a Doctor, police reports and otherreports.

Your Duty to Avoid or Minimise a ClaimYou and each Person Insured must takeordinary and reasonable care to safeguardagainst loss, damage, Accident, injury orillness as though You were not insured. If Webelieve You or any Person Insured have nottaken reasonable care of property, the Claimmay not be paid. The items insured underthis Policy must be maintained in goodcondition.

Protecting PropertyYou MUST take all reasonable steps toprotect any item or property from furtherloss or damage and to recover any lost orstolen article.

InterestWe will not pay interest on any benefitpayable under this Policy unless paymenthas been unreasonably delayed by Usfollowing receipt of all the requiredcertificates, information and evidencenecessary to support the Claim.

Sending Us Legal DocumentsYou MUST send Us any original writ,summons, legal process or othercorrespondence received in connection witha Claim immediately it is received andwithout answering it.

Things You MUST NOT DoYou MUST NOT do the following without Ourwritten agreement:1. Admit liability

admit liability, or offer or promise tomake any payment; or

2. Dispose of itemssell or otherwise dispose of any item orproperty for which a Claim is beingmade, or abandon any item or propertyto Us.

Recognising Our Rights You and each Person Insured must recogniseOur right to:1. Pay, repair or replace

choose either to pay the amount of aClaim (less any Excess and up to anyPolicy limit) or repair, replace or reinstateany item or property that is damaged,lost or stolen;

2. Inspect & dispose of itemsinspect and take possession of any itemor property for which a Claim is beingmade and handle any salvage in areasonable manner;

3. Handle a Claim in Your nametake over and deal with the defence orsettlement of any Claim in his or hername and keep any amount recovered;

4. Pay in sterlingsettle all Claims in pounds sterling;

5. Be reimbursed promptlybe reimbursed within 30 days for anycosts or expenses that are not insuredunder this Policy, which We pay to Youor on Your behalf;

6. Receive medical certificatesbe supplied at Your expense withappropriate original medical certificateswhere required before paying a Claim;

7. Carry out medical examinationsrequest and carry out a medicalexamination and insist on a post-mortemexamination, if the law allows Us to askfor one, at Our expense.

Dishonesty and Fraudulent Claims We will not be liable to pay a Claim and maycancel the Policy immediately in either of thefollowing circumstances 1. Dishonesty

if a Claim is in any way dishonest; 2. Fraud

if You, any other Person Insured oranyone acting on Your or their behalf,uses fraudulent means to benefit underthis Policy.

Paying Claims1. Death

A. If You are 18 years old or over, We willpay the Claim to Your estate and thereceipt given to Us by Your personalrepresentatives shall be a fulldischarge of all liability by Us inrespect of the Claim.

B. If You are aged under 18 years andcovered under this Policy as thePartner of a Person Insured, We will



pay any Claim for Accidental death toYour Partner. In all othercircumstances We will pay any Claimfor Accidental death to Your Parentor Legal Guardian. Your Partner’s orParent or Legal Guardian’s receiptshall be a full discharge of all liabilityby Us in respect of the Claim.

2. All other ClaimsA If You are 18 years or over, We will pay

the Claim to You and Your receiptshall be a full discharge of all liabilityby Us in respect of the Claim.

B. If You are aged under 18 years andcovered under this Policy as thePartner of a Person Insured, We willpay the Claim to Your Partner forYour benefit. In all othercircumstances we will pay theappropriate benefit amount to YourParent or Legal Guardian for Yourbenefit. Your Partner’s or Parent orLegal Guardian’s receipt shall be a fulldischarge of all liability by Us inrespect of the Claim.

ACE ASSISTANCEACE Assistance can provide a range ofassistance and medical related services whenYou are on a Holiday Abroad. Please makesure You have details of this Policy, includingthe Policy number and Period of Insurancewhen You call.

To contact ACE Assistance please call:

+44 (0)20 7173 7814While ACE Assistance will make every effortto make sure that advice or assistance isprovided promptly and in good faith itcannot accept liability for loss or damage ofany kind that may arise or result from theuse, or intended use, of the ACE Assistance -Medical Emergency and Referral Services /Personal Assistance Services.

1. Medical Emergency and Referral Services

If You are injured or become ill AbroadYou MUST contact ACE Assistanceimmediately if You need hospital inpatient treatment, specialist treatment,medical tests, scans or to be broughtback to the United Kingdom.

If You cannot do this Yourself, You MUSTarrange for a personal representative todo this for You. If this is not possiblebecause Your condition is serious, You orYour personal representative MUSTcontact ACE Assistance as soon aspossible.

If ACE Assistance are not contacted, Wemay reject Your Claim or reduce itspayment.

In all other circumstances You are entitledto use the services of ACE Assistancedetailed below, as appropriate.

ACE Assistance - Medical Emergency andReferral Services can help with A. Payment of bills - if You are admitted to

hospital Abroad, the hospital or attendingDoctor(s) will be contacted and paymentof their fees up to the Policy limits maybe guaranteed so that You do not have tomake the payment from Your own funds.

B. Being brought back to the UnitedKingdom - if the Doctor appointed by

ACE Assistance believes treatment in theUnited Kingdom is preferable, transfermay be arranged by regular scheduledtransport services, or by air or roadambulance services if more urgenttreatment and/or specialist care isrequired during the journey.

C. Provision of medical advice – I. if You require emergency consultation

or treatment Abroad, ACE Assistancewill provide the names and addressesof local Doctors, hospitals, clinics anddentists, and its panel of Doctors willprovide telephone medical advice.

II. if necessary ACE Assistance will makearrangements for a Doctor to call, orfor You to be admitted to hospital.

D. Unsupervised Children - if a Child is leftunsupervised on a trip Abroad becauseYou or Your Partner (if shown as insuredon the Policy Schedule) is hospitalised orincapacitated, ACE Assistance mayorganise his or her return home, includinga suitable escort when necessary.

Please note that whilst You will not becharged for advice or assistance, You will beresponsible for paying fees and charges forservices provided to You if they are notcovered as part of a valid Claim under thisPolicy.

2. Personal Assistance Services• The services under this Section are

provided by ACE Assistance are onlyavailable during a Holiday Abroad.

• These are non-insured facilitationservices making use of ACEAssistance’s wide experience andcontacts. Any costs incurred e.g. fordrug replacements must be reimbursedto ACE Assistance unless they formpart of a successful Claim under anappropriate Section of this Policy.

ACE Assistance - Personal AssistanceServices can help with A. Transfer of emergency funds

Transfer of emergency funds up to £250per trip if access to normalfinancial/banking arrangements are notavailable locally. In order to reimburseACE Assistance You must authorise ACEAssistance to debit Your credit or chargecard with the amount of the transfer, ormake alternative arrangements to depositthe funds in ACE Assistance’s account inthe United Kingdom. If the emergencytransfer is needed Due To theft or loss of

personal money, a Claim may be madeunder the Policy.

B. Message relayTransmission of urgent messages torelatives or business associates if medicalor travel problems disrupt a Holidaytravel schedule.

C. Drug replacementAssistance with the following: I. replacement of lost drugs or other

essential medication, or lost or brokenprescription glasses or contact lenses,which You cannot get Abroad.

II. sourcing and delivery of compatibleblood supplies.

ACE Assistance will not pay for thereplacement costs of any item or thecosts of sourcing and delivering bloodsupplies.

D. Tracing lost Personal PropertyTracing and re-delivery of PersonalProperty that has been lost ormisdirected in transit if the carrier hasfailed to resolve the problem. (Pleasenote: You must produce writtenconfirmation of the loss from the carrier,for example an airline would provide adocument known as a propertyirregularity report.

E. Replacement travel documentsAssistance with the replacement of lostor stolen tickets and travel documents,and referral to suitable travel offices. ACEAssistance will not pay for any item.

F. Lost credit, debit, payment, pre-paymentand charge cards Giving advice on how to contact theappropriate card issuers if credit debit,payment, pre-payment and/or chargecards are lost or stolen. Data Protectionlegislation prevents ACE Assistance fromcontacting the card issuers directly.

G. Emergency translation facility A translation service if the local providerof an assistance service does not speakEnglish.

H. Legal helpReferral to a local English-speakingLawyer, Embassy or Consulate if legaladvice is needed, and arrangement ofpayment of reasonable emergency legalexpenses or bail, against a guarantee ofrepayment.

J. Children at homeMedical advice and monitoring, until Youor Your Partner return home, if a Childwho has been left in the United Kingdombecomes ill or suffers injury.


GENERAL EXCLUSIONS(Exclusions that apply to the whole Policy)

We will not pay any Claims:I. arising out of or relating to any travel to,

from or in Cuba or any travel whichstarts, ends or has a scheduled stop inCuba;

II. arising out of or relating to any PersonInsured whose main residence is in Cuba;and/or

III. which would result in the insurer being inbreach of United Nations resolutions ortrade or economic sanctions or otherlaws of the European Union, UnitedKingdom, or United States of America.

You should contact Us on 0800 519 9935 or+44 (0)1293 725803 for clarification ofPolicy cover for travel to countries whichmay be subject to United Nations resolutionsor trade or economic sanctions or other lawsof the European Union, United Kingdom, orUnited States of America.

We will not be liable to make any paymentunder this Policy where 1. Eligibility

You do not meet the eligibility criteriadetailed under Persons Covered on Page6 of this Policy.

2. Children travelling aloneYou are a Child travelling or booked totravel without an adult Person Insured named on the PolicySchedule.

3. Holidays not covered Your Holiday is described under“Holidays Not Covered”, on Page 5 of thisPolicy.

4. any Claim is Due To: A. Undisclosed medical conditions.

any medical condition detailed in thePolicy Schedule under “Yourdeclaration to Us” which existed atthe time this Policy was purchased,which We were not told about, andhad not agreed in writing to providecover for.

B. Change of healtha change of health or where the costof any Claim is increased Due To achange of health if the PersonInsured has not followed theprocedure detailed under “HealthDeclaration and Change of Health” onPage 7 of this Policy.

C. Not taking medication or treatment

a medical condition for which aPerson Insured chose not to takemedication or other recommendedtreatment as prescribed or directedby a Doctor.

D. Tropical disease where not vaccinatedany Claim Due To a tropical diseasewhere the Person Insured has nothad the vaccinations or taken themedication recommended by theUnited Kingdom Department ofHealth or required by the authoritiesin the country being visited, unlessthey have written confirmation from aDoctor that they should not bevaccinated or take the medication, onmedical grounds.

E. Anxiety, stress, depression, phobia,mental or nervous disordera Person Insured suffering from anyanxiety state, stress, depression, orany phobia or mental or nervousdisorder, that was diagnosed beforethe Period of Insurance commencedor Your Holiday was booked(whichever is later).

F. Excluded leisure activities sports andwinter sports You taking part in any of thefollowing while on Holiday:I. any leisure activities, sports or

winter sports not specificallycovered under “Covered LeisureActivities, Sports and WinterSports”

II. any leisure activities, sports orwinter sports in a professionalcapacity or for financial reward orgain.

III. competitive winter sports IV. air travel unless You are travelling

as a fare paying passenger in afixed wing aircraft which isprovided by a licensed airline orair charter company, or it isspecifically covered as an activityunder “Covered Leisure Activities,Sports and Winter Sports” underthis Policy.

V. business of any description G. Currency

currency exchange.H. Illegal acts

any illegal act by You.I. Misuse of alcohol/drugs

A. Your misuse of alcohol orsolvents; or ingesting drugs except for drugs which are


properly prescribed; or B. Your driving a vehicle of any kind

whilst the alcohol level in Yourblood exceeds the legal limit of thecountry where You are driving.

J. Suicide/self-injuryI. Your suicide, attempted suicide or

deliberate self-inflicted injuryregardless of the state of Yourmental health; or

II. Your needless self-exposure todanger except in an attempt tosave human life.

K. RadiationI. ionising radiation or contamination

by radioactivity from any nuclearfuel or from any nuclear wasteresulting from the combustion ofnuclear fuel; or

II. the radioactive, toxic, explosive orother hazardous properties of anyexplosive nuclear assembly or nuclear component of suchassembly.

L. Sonic wavespressure waves from aircraft and otherairborne devices travelling at sonic orsupersonic speeds.

M. WarWar or any act of War whether War isdeclared or not.

N. Financial FailureThe financial failure of a tour operator,travel agent, transport provider,accommodation provider, ticketingagent or excursion provider (except asspecifically provided for in Sections 17.or 18)

COVERSECTION 1. Cancellation

What is coveredWe will refund Your unused travel and/oraccommodation costs up to the amountstated in the Policy Schedule (including skihire, ski school and ski lift passes if theoptional Winter Sports Extension is shown ascovered on the Policy Schedule) which Youhave paid or are contracted to pay and whichcannot be recovered from any other source ifit becomes necessary to cancel a HolidayDue To: 1. You, Your Travelling Companion or

someone You have arranged to stay withon Holiday: A. dying; orB. being seriously injured; or C. suffering sudden illness; orD. suffering from complications in

pregnancy (as diagnosed by a Doctor or specialist in obstetrics); or

E. being compulsorily quarantined on theorders of a treating Doctor;

provided that such cancellation isconfirmed as medically necessary by thetreating Doctor.

2. Your or Your Travelling Companion’sImmediate Family Member or CloseBusiness Colleague:A. dying; orB. being seriously injured; or C. suffering sudden and serious illness; orD. suffering from complications in

pregnancy (as diagnosed by a Doctor or specialist in obstetrics);

provided that such cancellation isconfirmed as medically necessary by aDoctor.

3. the compulsory jury service or subpoenaof You or Your Travelling Companion.

4. You or Your Travelling Companion beingmade redundant and registered asunemployed.

5. serious fire storm or flood damage toYour or Your Travelling Companion’shome; provided that such damage occurswithin the 7 days immediately prior tocommencement of Your Holiday.

6. the police requiring You or YourTravelling Companion’s presencefollowing a burglary or attemptedburglary at Your or Your TravellingCompanion’s home.

In addition, if You have purchased a SuperiorAnnual Multi Trip Policy (only) and it



becomes necessary to cancel a Holiday DueTo any of the events 1-6 above, We willrefund You the non-recoverable part of theface value of any prepaid sporting, musicalor theatre event tickets that can no longerbe used.

The maximum We will pay is the amountstated in the Policy Schedule, and this shallnever exceed the face value of those tickets.

What is not covered1. Any Claim Due To

A. any serious, chronic or recurringmedical condition affecting anyperson upon whom Your Holidaydepends that was diagnosed beforeYour Holiday was booked (orcommencement of the Period ofInsurance if later), and which couldresult in Your having to cancel YourHoliday;

B. jury service or subpoena if You orYour Travelling Companion are calledas an expert witness or where Your ortheir occupation would normallyrequire a Court attendance;

C. redundancy where You or YourTravelling Companion: I. were unemployed or knew that

You or they may becomeunemployed, at the time theHoliday was booked;

II. are voluntarily made redundant ormade redundant as a result ofmisconduct or following resignation;

III. are self-employed or a contractworker;

D. any adverse financial situationcausing You to cancel Your Holiday;

E. You or Your Travel Companion(s)deciding that You do not want to totravel.

2. Any loss, charge or expense Due To:A. a delay in notifying the tour operator,

travel agent, or transport oraccommodation provider that it isnecessary to cancel a booking;

B. prohibitive regulations by thegovernment of any country.

3. Any charge or expense paid for with, orsettled using, any kind of promotionalvoucher or points, timeshare, holidayproperty bond or holiday points scheme,or any Claim for management fees,maintenance costs or exchange feesassociated in relation to timeshares orsimilar arrangements.

4. The Excess.

SECTION 2. Medical and AdditionalExpenses Cover under this Section only applies toHolidays Abroad.

What is coveredIf during a Holiday Abroad You:1. are injured; or 2. become ill (including complications in

pregnancy as diagnosed by a Doctor orspecialist in obstetrics, provided that ifYou are travelling between 28 and 35weeks pregnant You obtained writtenconfirmation from a registered medicalpractitioner of Your fitness to travel noearlier than 5 days prior to thecommencement of Your HolidayAbroad);

We will pay up to the amount stated in thePolicy Schedule for:A. I. Medical Expenses

All reasonable costs that it ismedically necessary to incur outsideof the United Kingdom for:a. hospital, ambulance surgical or

other diagnostic or remedialtreatment, given or prescribed bya Doctor, and including chargesfor staying in a hospital;

b. emergency dental treatment forthe relief of pain only.

II. Emergency Repatriation Expenses All reasonable costs that it ismedically necessary for ACEAssistance to incur to return You toYour home in the United Kingdom; orto move You to the most suitablehospital in the United Kingdom; if it ismedically necessary to do so.

III. Travel ExpensesAll necessary and reasonableaccommodation (room only) andtravel expenses incurred with theconsent of ACE Assistance, if it ismedically necessary for You to stayAbroad after Your scheduled date ofreturn to the United Kingdom, andincluding travel costs, back to theUnited Kingdom if You cannot useYour original return ticket.

B. Accompanying Traveller ExpensesAll necessary and reasonableaccommodation (room only) and travelexpenses incurred with the consent ofACE Assistance, by any one other personif required on medical advice toaccompany You or to escort a Childhome to the United Kingdom.

C. Cremation Burial or TransportationCharges if You die Abroad I. cremation or burial charges in the

country in which You die; orII. transportation charges for returning

Your body or ashes back to theUnited Kingdom.

Special Conditions1. If You are injured or become ill Abroad

You MUST follow the procedure detailedunder ‘Making a Claim’ on pages 9 to 11of this Policy.

If You do not, We may reject your claimor reduce the amount that We pay You.

2. ACE Assistance may:A. move You from one hospital to

another; and/orB. return You to Your home in the

United Kingdom; or move You to themost suitable hospital in the UnitedKingdom;

at any time, if ACE Assistance believesthat it is necessary and safe to do so.

3. Additional travel and hotel expensesmust be authorised in advance by ACEAssistance.

4. All original receipts must be kept andprovided to support a Claim.

What is not covered1. Any amount recoverable under a

reciprocal healthcare agreement with theUnited Kingdom.

2. Any treatment or surgery or exploratorytests:A. not confirmed as medically necessary; B. not directly related to the injury or

illness that You were admitted tohospital for.

3. Surgery, medical or preventativetreatment which can be delayed in theopinion of the Doctor treating You untilYou return to the United Kingdom.

4. Any costs incurred following Yourdecision not to move hospital or returnto the United Kingdom after the datewhen, in the opinion of ACE Assistance,You should do so.

5. Cosmetic surgery6. Treatment or services provided by any

convalescent or nursing home,rehabilitation centre or health spa.

7. Any medical treatment that You travelledAbroad to obtain.

8. Medication You are taking before, and

which You will have to continue takingduring, a Holiday.

9. Any expenses incurred in the UnitedKingdom.

10. Any additional travel andaccommodation expenses incurred whichhave not been authorised in advance byACE Assistance.

11. Accommodation and travel expenseswhere the transport and/oraccommodation used is of a standardsuperior to that of the Holiday.

12. Any additional costs for single or privateroom accommodation.

13. Cremation or burial costs in the UnitedKingdom.

14. The cost of medical or surgical treatmentof any kind received by a Person Insuredlater than 52 weeks from the date of theaccident or commencement of the illness.

15. the Excess, except where You haveobtained a reduction in the cost ofmedical expenses in European Unioncountries by using a European HealthInsurance Card.

16. Any Claim when you have travelledagainst the advice of your Doctor.

17. Any Claims when you had received aterminal prognosis before travelling.

SECTION 3. Travel DelayCover under this Section only applies toHolidays Abroad.

What is coveredIf You are delayed for at least 12 hours onYour outbound international journey fromthe United Kingdom or the final part of Yourinternational return journey to the UnitedKingdom because the scheduled departureof Public Transport is affected by a strike;industrial action; adverse weather;mechanical breakdown or grounding of anaircraft Due To mechanical or structuraldefect, We will either:1. pay the Travel Delay benefit stated in the

Policy Schedule; or2. if You abandon Your Holiday after a

delay of at least 24 hours of thescheduled outbound internationaldeparture from the United Kingdom, Wewill refund Your unused travel andaccommodation costs up to the amountstated in the Policy Schedule (includingski hire, ski school and ski lift passes andthe optional Winter Sports Extension isshown as covered on the Policy



Schedule) that You have paid or arecontracted to pay and which cannot berecovered from any other source,

Special Conditions 1. You can only Claim under item 1 or item 2

above, not both.2. You MUST:

A. check-in before the scheduleddeparture time shown on Your travelitinerary; and

B. comply with the travel agent, touroperator and transport providerscontract terms; and

C. provide Us with written details fromthe Public Transport operatordescribing the length of, and reasonfor, the delay.

What is not covered1. Any Claim Due To:

A. Public Transport being taken out ofservice on the instructions of a Civil AviationAuthority, Port Authority or similarauthority;

B. strike or industrial action that couldbe reasonably expected when theHoliday is booked.

2. Any charge or expense paid for with, orsettled using, any kind of promotionalvoucher or points, timeshare, holidayproperty bond or holiday points scheme,or any Claim for management fees,maintenance costs or exchange fees inrelation to timeshares or similararrangements.

3. The Excess, if a Holiday is abandoned.

SECTION 4. Personal Property

What is covered1. Loss, damage or theft.

If Personal Property is lost, damaged orstolen during a Holiday, We will payRepair and Replacement Costs up to theamount stated in the Policy Schedule.

2. Delay If Personal Property is lost or misplacedfor at least 12 hours on Your outboundjourney by the airline or other carrier, Wewill pay up to the amount stated in thePolicy Schedule to reimburse You for thecost of essential items of clothingmedication, toiletries and Mobility Aidsthat You have to purchase.

3. Couriering essential medication

a. If essential medication taken by Youon Holiday is lost, damaged, stolen ormisplaced for at least 12 hours onYour outbound journey by an airlineor other carrier; or

b. If You accidently omit to takeessential medication with You onHoliday:

and ACE Assistance cannot arrangereplacement locally within a reasonabletime, We will pay all reasonable costsincurred by ACE Assistance, up to theamount stated in the Policy Schedule tocourier Your own or replacement essentialmedication to You.

Special Conditions1. You MUST take reasonable care to keep

Your Personal Property safe. If YourPersonal Property is lost or stolen YouMUST take all reasonable steps to get itback.

2. Valuables MUST be attended by You at alltimes when not contained in a locked safeor safety deposit box.

3. Loss or theft of Personal Property MUSTbe reported to the police (and the hotelmanagement if the loss or theft occurs ina hotel) within 24 hours of discovery andWe MUST be provided with a copy of theoriginal written police report and reportto the hotel management as applicable.

4. Loss, theft or damage to PersonalProperty in the custody of an airline orother carrier MUST be reported in writingto the airline or other carrier within 24hours of discovery and We MUST beprovided with a copy of the originalwritten airline or carrier’s report;

5. Where Personal Property is temporarilylost or misplaced by an airline or othercarrier We must be provided with originalwritten confirmation from such airline orother carrier or the tour representativethat the delay lasted for at least 12 hoursafter You arrived at Your destination.

6. We will deduct any amount payableunder a Claim for the purchase ofessential items, from any Claim for loss,damage or theft of Personal Propertyresulting from the same cause or event.

What is not covered1. More than the amount stated in the Policy

Schedule for:A. a single item, pair or set, or part of a

pair or set;B. Sports equipment in total (including

winter sports

equipment if the optional WinterSports Extension is shown as coveredon the Policy Schedule);

C. Valuables in total; D. Mobility Aids in total.

2. Loss or theft of Valuables leftUnattended unless contained in a lockedsafe or safety deposit box.

3. Loss or theft of any Personal Property(other than Valuables) left Unattendedunless:A. contained in

I. a locked room; orII. a locked safe or safety deposit

box; or III. the locked glove box or boot of a

vehicle or in the luggage space atthe rear of a locked estate car orhatchback under a top cover andout of view;

and there is evidence of forced entry; B. in the custody or control of an airline

or other carrier.4. Loss, theft or damage to:

A. antiques, musical instruments,pictures, household goods, contact orcorneal lenses, dentures, or dentalfittings, hearing aids, businessequipment, tools, samples ormerchandise, bonds, securities ordocuments of any kind;

B. sports equipment whilst being used(except for winter sports equipment ifthe optional Winter Sports Extensionis shown as covered on the PolicySchedule), vehicles or theiraccessories (other than MobilityAids), watercraft and ancillaryequipment, glass, china or similarfragile items and pedal cycles.

5. Damage to mobility scooter tyres and/oraccessories unless the mobility scooter isdamaged at the same time.

6. Depreciation in value, normal wear andtear, denting or scratching, damage bymoth or vermin, electrical, electronic ormechanical breakdown, or damage DueTo atmospheric or climatic conditions.

7. Delay, detention, seizure or confiscationby customs or other officials.

8. The Excess.

SECTION 5. Loss of Passport/DrivingLicenceCover under this Section only applies toHolidays Abroad.

What is coveredIf Your passport (and/or driving licence iftaken with You) is lost destroyed or stolenwhile You are on Holiday Abroad, We willpay up to the amount stated in the PolicySchedule to cover the cost of:1. getting any temporary replacement

documents needed to enable You toreturn to the United Kingdom includingany additional travel and accommodation(room only) costs incurred by You or onYour behalf during Your Holiday toobtain such documents; and

2. the replacement passport or drivinglicence fee payable, provided that itremained valid for at least 2 years at thedate it was lost destroyed or stolen.

Special ConditionsLoss or theft MUST be reported to the police(and the hotel management if the loss ortheft occurs in a hotel) within 24 hours ofdiscovery and We MUST be provided with acopy of the original written police report andreport to the hotel management asapplicable.

What is not covered1. Loss or theft of any passport or driving

licence left Unattended unless containedin a locked safe or safety deposit box.


SECTION 6. Money

What is coveredWe will pay up to the amount stated in thePolicy schedule if Money held by You forYour own personal use is lost or stolenduring a Holiday whilst:1. being carried by You; or 2. left in a safe or safety deposit box.

Special ConditionLoss or theft MUST be reported to the police(and the hotel management if the loss ortheft occurs in a hotel) within 24 hours ofdiscovery and We MUST be provided with acopy of the original written police report andreport to the hotel management asapplicable.

What is not coveredWe will not pay:1. More than the amount stated in the

Policy Schedule for cash.



2. For traveller’s cheques:A. unless the loss or theft is reported

immediately to the local branch oragent of the issuing company;

B. if the issuing company provides areplacement service.


4. For depreciation in value or shortage DueTo any error or omission.

5. The Excess.

SECTION 7. Personal Accident

What is coveredIf You suffer physical injury caused by anAccident during a Holiday which within 12months directly results in Your1. death; or2. Loss of Sight; or3. Loss of Limb; or4. Permanent Total Disability.We will pay the appropriate benefit stated inthe Policy Schedule.

Special Conditions We will not pay more than; 1. one benefit for the same physical injury.2. £7,500 if You are under 16 years of age at

the time of the physical injury.

What is not coveredDeath, Loss of Sight, Loss of Limb orPermanent Total Disability Due To disease orany physical defect, injury or illness whichexisted before the Holiday.

SECTION 8. Curtailment

What is coveredWe will pay:1. unused accommodation costs (and ski

hire, ski school and ski lift passes, if theoptional Winter Sports Extension is shownas covered on the Policy Schedule) whichYou have paid or are contracted to payand which cannot be recovered from anyother source; and

2. reasonable additional travel andaccommodation (room only) costsnecessarily incurred in Your returning toYour home in the United Kingdom.

up to the amount shown in the PolicySchedule, if it becomes necessary to, Curtaila Holiday Due To:

A. You, Your Travelling Companion orsomeone You have arranged to stay withon Holiday: I. dying; orII. being seriously injured; or III. suffering sudden illness; orIV. suffering from complications in

pregnancy (as diagnosed by a Doctor or specialist in obstetrics); or

V. being compulsorily quarantined on theorders of a treating Doctor;

provided that such Curtailment isconfirmed as medically necessary by thetreating Doctor.

B. Your or Your Travelling Companion’sImmediate Family Member or CloseBusiness Colleague:I. dying; orII. being seriously injured; or III. suffering sudden and serious illness; orIV. suffering from complications in

pregnancy (as diagnosed by a Doctor or specialist in obstetrics)

provided that such Curtailment isconfirmed as medically necessary by thetreating Doctor.

C. Serious fire storm or flood damage toYour or Your Travelling Companion’shome; provided that such damage occursafter of Your Holiday commences.

D. The police requiring You or YourTravelling Companion’s presencefollowing a burglary or attemptedburglary at You or Your TravellingCompanion’s home.

What is not covered1. Any Claim Due To:

A. I. any serious, chronic or recurringmedical condition affecting anyperson upon whom Your Holidaydepends that was diagnosedbefore Your Holiday was booked(or commencement of the Periodof Insurance if later), and whichcould result in Your having toCurtail Your Holiday;

II. your travelling against the adviceof your Doctor

III. your travelling when you havereceived a terminal prognosis

B. any adverse financial situation causingthe Curtailment of a Holiday;

C. You or Your Travelling Companionsnot wanting to travel or remain onHoliday.

2. Any loss, charge or expense Due To:A. a delay in notifying the tour operator,

travel agent, or transport oraccommodation provider that it isnecessary to cancel Curtail orrearrange a booking;


3. Any charge or expense paid for with, orsettled using any kind of promotionalvoucher or points, timeshare, holidayproperty bond or holiday points scheme,or any Claim for management fees,maintenance costs or exchange fees inrelation to timeshares or similararrangements.


5. The Excess.

SECTION 9. Personal Liability

What is coveredWe will indemnify You up to the Limit ofLiability stated in the Policy Schedule againstall sums which You are legally liable to payas damages in respect of:1. accidental bodily injury (including death

illness or disease) to any person; 2. accidental loss of or damage to material

property;which occurs during the Period of Insurancearising out of the Holiday.

The maximum that We will pay under thisSection for all damages as a result of anyone occurrence or series of occurrencesarising directly or indirectly from one sourceor original cause shall be the Limit ofLiability stated in the Policy Schedule.We will in addition pay Costs and Expenses.

Costs and Expenses shall mean:1. all costs and expenses recoverable by a

claimant from You;2. all costs and expenses incurred with Our

written consent;3. solicitors’ fees for representation at any

coroner’s inquest or fatal accident inquiryor in any Court of Summary Jurisdiction

in respect of any occurrence to which thisSection applies – except that in respect ofoccurrences happening in or claims or legalproceedings brought or originating in theUnited States of America and Canada or anyother territory within the jurisdiction ofeither such country, Costs and Expenses

described in 1., 2. and 3. above are deemedto be included in the Limit of Liability for thisSection.

Special Conditions1. We may at Our sole discretion in respect

of any occurrence or occurrencescovered by this Section pay to You theLimit of Liability applicable to suchoccurrence or occurrences (butdeducting therefrom any sum(s) alreadypaid) or any lesser sum for which theClaim(s) arising from such occurrence(s)can be settled and We shall thereafter beunder no further liability in respect ofsuch occurrence(s) except for thepayment of Costs and Expenses incurredprior to the date of such payment andfor which We may be responsiblehereunder.

2. If at the time of the happening of anyoccurrence covered by this Section thereis any other existing insurance whethertaken out by You or not covering thesame liability We shall not be liable toindemnify You in respect of such liabilityexcept so far as concerns any excessbeyond the amount which would havebeen payable under such other insurancehad this Section not been effected.

What is not coveredIndemnity for any liability:A. in respect of bodily injury to any person

who is I. under a contract of service with You

when such injury arises out of and inthe course of their employment byYou;

II. a member of Your family.B. assumed by You under a contract or

agreement unless such liability wouldhave attached in the absence of suchcontract or agreement;

C. in respect of loss of or damage topropertyI. belonging to You;II. in Your care custody or control.

However this Exclusion shall notapply in respect of loss of or damageto buildings and their contents notbelonging to but temporarilyoccupied by You in the course of theHoliday.

D. in respect of bodily injury loss or damagecaused directly or indirectly inconnection with:I. the carrying on of any trade business

or profession;



II. the ownership, possession or use ofa. mechanically propelled vehicles;b. aircraft, hovercraft or watercraft

(other than manually propelledwatercraft);

c. firearms (other than sportingguns);

d. arising from the occupation orownership of any land or buildingother than any buildingtemporarily occupied by You in the course of a Holiday.

E. in respect of activities or volunteer workorganised by or when the individual isassigned overseas by or under theauspices of a charitable voluntary not forprofit social or similar organisationexcept where no other insurance orindemnity is available.

F. in respect of punitive or exemplarydamages.

SECTION 10. Overseas Legal Advice &ExpensesCover under this Section only applies toHolidays Abroad.

What is coveredIf during a Holiday You sustain bodily injuryor illness which is caused by a third party Wewill pay up to a benefit amount stated in thePolicy Schedule to cover Legal Expensesarising out of Any One Claim.

Special Conditions1. Legal Representatives must be qualified

to practise in the Courts of the countrywhere the event giving rise to the Claimoccurred or where the proposeddefendant under this Section is resident.

2. We shall at all times have completecontrol over the legal proceedings.Outside the European Union, theselection, appointment and control ofLegal Representatives shall rest with Us.Within the European Union, You do nothave to accept the LegalRepresentatives chosen by Us. You havethe right to select and appoint LegalRepresentatives after legal proceedingshave commenced subject to Ouragreement to the Legal Representatives’fee or charging rates. If there is adisagreement over this choice of LegalRepresentatives You can propose LegalRepresentatives by sending Us theproposed Legal Representatives’ name

and address. We may choose not toaccept Your proposal but only onreasonable grounds. We may ask theruling body for Legal Representatives tonominate alternative LegalRepresentatives. In the meantime, Wemay appoint Legal Representatives toprotect Your interests.

3. You MUST co-operate fully with theLegal Representatives and ensure thatWe are fully informed at all times inconnection with any claim or legalproceedings for damages and orcompensation from a third party. We areentitled to obtain from the LegalRepresentatives any information,document or advice relating to a Claimor legal proceedings under thisInsurance. On request You will give to theLegal Representatives any instructionsnecessary to ensure such access.

4. Our authorisation to incur LegalExpenses will be given if You can satisfyUs that: A. there are reasonable grounds for

pursuing or defending the Claim orlegal proceedings and the LegalExpenses will be proportionate to thevalue of the Claim or legalproceedings; and

B. it is reasonable for Legal Expenses tobe provided in a particular case. Thedecision to grant authorisation willtake into account the opinion of theLegal Representatives as well as thatof Our own advisers. If there is adispute, We may request, at Yourexpense, an opinion of a barrister asto the merits of the Claim or legalproceedings. If the Claim is admitted,Your costs in obtaining this opinionwill be covered by this Policy.

5. If there is any dispute, other than inrespect of the admissibility of a Claim onwhich Our decision is final, the disputewill be referred to a single arbitrator whowill be either a solicitor or barristeragreed by all parties, or failingagreement, one who is nominated by thecurrent President of the appropriate LawSociety. The party against whom thedecision is made shall meet the costs ofthe arbitration in full. If the decision isnot clearly made against either party thearbitrator shall have the power toapportion costs. If the decision is made inOur favour, Your costs shall not berecoverable under the Insurance.

6. We may at Our discretion assume control

at any time of any Claim or legalproceedings in Your name for damagesand or compensation from a third party.

7. All Claims within this Section must besubmitted to Us in writing within 90days.

8. Any Legal Expenses incurred withoutOur written agreement shall entitle Us towithdraw cover immediately and torecover any fees or expenses paid toYou.

9. We may at Our discretion require You toobtain at Your expense an opinion of abarrister agreed by You and Us as towhether or not there are reasonablegrounds for continuing to pursue ordefend any Claim or legal proceedings.We will pay such expense if the opinionindicates that there are reasonablegrounds for pursuing or defending theClaim or legal proceedings.

10. We may at Our discretion offer to settlea counter-claim against You which Weconsider to be reasonable instead ofcontinuing any Claim or legalproceedings for damages and/orcompensation by a third party.

11. You shall be responsible for therepayment to Us of all sums paid by Usin respect of the Legal Expenses where:A. an award of costs is made in Your

favour in the Claim or legalproceedings; or

B. costs are agreed to be paid to You aspart of any settlement of the Claimor legal proceedings.

12. If a conflict of interest arises, where Weare also the insurers of the third party orproposed defendant to the Claim orlegal proceedings, You have the right toselect and appoint other LegalRepresentatives in accordance with theterms of this Insurance.

13. If at Your request Legal Representativescease to continue acting for You, Weshall be entitled to withdraw coverimmediately or agree with You toappoint other Legal Representatives inaccordance with the terms of thisInsurance.

What is not covered1. Any Claim reported to Us more than 12

months after the beginning of theincident which led to the Claim.

2. Any Claim where it is Our opinion thatthe prospects for success in achieving areasonable settlement are insufficient

and/or where the laws, practices and/orfinancial regulations of the country inwhich the incident occurred wouldpreclude the obtaining of a satisfactorysettlement or the costs of doing sowould be disproportionate to the valueof the Claim.

3. Legal Expenses incurred beforereceiving Our prior authorisation inwriting unless such costs would havebeen incurred subsequent to Ourauthorisation.

4. Legal Expenses incurred in connectionwith any criminal or wilful act.

5. Legal Expenses incurred in the defenceagainst any civil claim or legalproceedings made or brought againstYou unless as a counter claim.

6. Fines, penalties compensation ordamages imposed by a court or otherauthority.

7. Legal Expenses incurred for any Claimor legal proceedings brought against:A. a tour operator, travel agent, carrier,

insurer or their agents where thesubject matter of the Claim or legalproceedings is eligible forconsideration under an ArbitrationScheme or Complaint Procedure;

B. Us or Our agents; orC. Your employer.

8. Actions between Persons Insured orpursued in order to obtain satisfaction ofa judgement or legally binding decision.

9. Legal Expenses incurred in pursuing anyClaim for compensation (eitherindividually or as a member of a groupor class action) against themanufacturer, distributor or supplier ofany drug, medication or medicine.

10. Legal Expenses chargeable by the LegalRepresentatives under contingency feearrangements.

11. Legal Expenses incurred where Youhave:A. failed to co-operate fully with and

make sure that We are fully informedat all times in connection with anyClaim or legal proceedings fordamages and or compensation froma third party; or

B. settled or withdrawn a Claim inconnection with any Claim or legalproceedings for damages and orcompensation from a third partywithout Our agreement. In suchcircumstances We shall be entitled towithdraw cover immediately and to


recover any fees or expenses paid;12. Legal Expenses incurred after You have

not:A. accepted an offer from a third party to

settle a Claim or legal proceedingswhere the offer is consideredreasonable by Us; or

B. accepted an offer from Us to settle aClaim.

13. Legal Expenses which We considerunreasonable or excessive or unreasonablyincurred.

SECTION 11. Missed DepartureCover under this Section only applies toHolidays Abroad.

What is coveredWe will pay up to amount stated in the PolicySchedule for necessary and reasonableadditional accommodation (room only) andtravel expenses to enable You to reach:1. Your scheduled destination Abroad if You

arrive too late at Your final point ofinternational departure from the UnitedKingdom on Your outbound journey toboard the Public Transport on which Youare booked to travel from the UnitedKingdom;

2. the United Kingdom if You arrive too lateat Your final point of internationaldeparture to the United Kingdom on Yourreturn journey to board the PublicTransport on which You are booked totravel to the United Kingdom;

Due To:1. the car You are travelling in breaking

down or being involved in an accident; or2. the Public Transport You are travelling in

failing to arrive on schedule.

Special ConditionsYou MUST: provide Us with1. original written:

A. evidence from a motoringorganisation or garage that the carused for travel is roadworthy andproperly maintained; or

B. details from the operators of thePublic Transport used for travel of thelength of, and reason for, the delay.

2. evidence of all the extra costs incurred.

What is not covered1. Accommodation and travel expenses

where the transport and/oraccommodation used is of a standard

superior to that of the Holiday.2. Any Claim Due To Your not allowing

sufficient time for the journey.3. For a missed departure caused by strike

or industrial action that could bereasonably expected when the Holidaywas booked.

4. The Excess.

SECTION 12. Hospital Benefit Cover under this Section only applies toHolidays Abroad.

What is coveredIf You are admitted to hospital as an in-patient during a Holiday Due To injury orillness for which You have a valid Claim underthe Medical and Additional Expenses Sectionof this Policy, We will pay the benefit amountstated in the Policy Schedule for eachcomplete 24 hours that You remain a hospitalin-patient, up to the maximum amount statedin the Policy Schedule.

What is not coveredWe will not pay for time You spend in aninstitution not recognised as a hospital in thecountry of treatment.

SECTION 13. Additional Pet Care FeesCover under this Section only applies toHolidays Abroad.

What is coveredIf You are injured or become ill during aHoliday Abroad, and are:1 delayed from returning to the United

Kingdom as a direct result of You beingadmitted as a hospital in-patient; and/or

2. brought back to a hospital in the UnitedKingdom by ACE Assistance and directlyadmitted as an in-patient;

and have a valid Claim for Medical Expensesand/or Emergency Repatriation Expensesunder the Medical and Additional ExpensesSection of this Policy, We will reimburse anyadditional Pet Care Fees incurred by You oron Your behalf, up to the amount stated inthe Policy schedule.

What is not coveredAny Claim Due To Your being admitted as an in-patient in an institution not recognised as ahospital in the country of treatment.


SECTION 14. Compassionate Return Cover under this Section only applies toHolidays Abroad.

What is coveredWe will pay reasonable additional travel andaccommodation costs (room only) up to theamount specified in the Policy Schedulenecessarily incurred in returning You home ifYou want to return to the United Kingdomon compassionate grounds Due To the:1. death as a direct result of an Accident or

sudden and unexpected deterioration inhealth of;

2. serious injury caused by Accident andresulting in hospital confinementexpected to last seven consecutive daysor more of;

3. sudden and unexpected deterioration ofhealth resulting in hospitalisation andterminal prognosis, expected to result indeath prior to Your scheduled date ofreturn to the United Kingdom of;

a close friend, immediate neighbour ormember of Your family

What is not covered1. Any Claim where cover is provided under

Section 8. Curtailment for the samecause or event.

2. Any Claim Due To any serious, chronic orrecurring medical condition affecting anyclose friend, immediate neighbour ormember of Your family that wasdiagnosed before Your Holiday wasbooked (or commencement of thePeriod of Insurance if later), and whichcould result in Your wanting to return tothe United Kingdom on compassionategrounds, before Your Holiday is due toend.


SECTION 15. Catastrophe Cover under this Section only applies toHolidays Abroad.

What is coveredWe will pay up to the amount stated in thePolicy Schedule for reasonable additionaltravel expenses and the costs of rentingsimilar accommodation (room only) if Youcannot live in Your booked Holidayaccommodation Abroad because of a fire,flood, earthquake, storm, lightning, explosionor hurricane.

Special Conditions You MUST:1. provide Us with

A. a written statement from anappropriate public authorityconfirming the reason and nature ofthe disaster and how long it lasted;and

B. evidence of all the extra costsincurred.

2. not have known about any event thatresults in a Claim before leaving Yourinternational departure point.

What is not covered1. Any Claim Due To

A. Your travelling against the advice ofthe appropriate national or localauthority.



3. Any expenses that:A. You can recover from any tour

operator, airline, hotel or otherservice provider;

B. You would normally have to payduring Your Holiday.


SECTION 16. Hijack

What is coveredIf You are held hostage by Hijackers whilsttravelling to or from a Holiday, We will paythe amount stated in the Policy Schedule foreach full 24 hours You are held hostage up tothe maximum benefit stated in the PolicySchedule for each Holiday.

Special Conditions You MUST provide Us with written detailsfrom the airline or other transport operatorsdescribing the length of the hijacking.

Cover under Section 17. Scheduled AirlineFailure Insurance and Section 18. EndSupplier Failure Insurance is provided byInternational Passenger ProtectionLimited, IPP House, 22-26 Station Road,West Wickham, Kent BR4 0PR, UnitedKingdom and is underwritten by Lloyd’sSyndicates (‘The Insurer’).

SECTION 17. Scheduled Airline FailureInsurance and SECTION 18. EndSupplier Failure Insurance

This cover is provided by InternationalPassenger Protection Limited, IPP House, 22-26 Station Road, West Wickham,Kent BR4 0PR, United Kingdom and isunderwritten by Certain Underwriters atLloyd’s (The Insurer).

The Insurer will pay up to the amount statedin the policy schedule for:

1 Irrecoverable sums paid in advance in theevent of insolvency of the ScheduledAirline, Hotel, Train Operator includingEurostar; Villas abroad & Cottages in theUK, Caravan Sites, Campsites, MobileHome, Camper Rental, Safaris; Excursions;Eurotunnel; Theme Parks such as DisneyLand Paris all known as the End Supplierof the travel arrangements not formingpart of an inclusive holiday prior todeparture or

2 In the event of insolvency after departure:a) additional pro rata costs incurred by

the Person-Insured in replacing thatpart of the travel arrangements to asimilar standard of transportation asenjoyed prior to the curtailment of thetravel arrangements or

b) if curtailment of the holiday isunavoidable - the cost of returntransportation to the United Kingdom,Channel Islands, Isle of Man orNorthern Ireland to a similar standardof transportation as enjoyed prior tothe curtailment of the travelarrangements.

PROVIDED THAT in the case of 2(a) and (b)above where practicable the Person-Insuredshall have obtained the approval of theinsurer prior to incurring the relevant costs bycontacting the insurer as set out below

The Insurer will not pay for:1. Travel or Accommodation not booked

within the United Kingdom, ChannelIslands, Isle of Man or Northern Irelandprior to departure

2. The Financial Failure of: a any Travel or Accommodation

provider in Chapter 11 or any threat ofinsolvency being known as at theInsured’s date of application for thisPolicy

b any Travel or Accommodationprovider who is bonded or insuredelsewhere (even if the bond isinsufficient to meet the claim)

c any travel agent, tour organiser,booking agent or consolidator withwhom the insured has booked travelor accommodation

3. Any loss for which a third party is liable orwhich can be recovered by other legalmeans

4. Any losses which are not directlyassociated with the incident that causedthe Insurer to claim. For example, lossdue to being unable to reach your prebooked hotel following the financialfailure of an airline.


Claims Procedure: International PassengerProtection claims onlyAny occurrence which may give rise to aclaim should be advised promptly and in anyevent within 14 days to:

International Passenger Protection ClaimsOffice IPP House 22-26 Station Road West Wickham Kent BR4 0PR United Kingdom

Telephone: +44 (0)20 8776 3752Facsimile: +44 (0)20 8776 3751Email: [email protected]

IPP will only accept claims submitted up tosix months after the failure.

Any claims submitted after the six monthperiod will NOT be processed.

ALL OTHER CLAIMS - REFER TO YOURINSURANCE POLICY AND SEEALTERNATIVE CLAIMS PROCEDURE.


THIS FOLLOWING EXTENSION ISOPTIONAL; IT APPLIES ONLY IF THEPOLICY SCHEDULE SHOWS THAT YOUHAVE BOUGHT THIS EXTENSION

Winter Sports Extension

What is coveredWe will pay for:1. Winter sports equipment hire.

Up to the amount stated in the PolicySchedule for each full 24 hour periodthat You need to hire replacementwinter sports equipment if Yourwinter sports equipment is:A. lost or broken in an accident; orB. lost or misplaced by an airline or

other carrier on the outboundjourney from the United Kingdomand delayed for at least 12 hoursafter You arrive at Yourdestination;

2. Unused ski pass ski hire or tuition feesUp to the amount stated in the PolicySchedule for each full week, or aproportionate amount for shorter orlonger periods, to cover the value ofYour unused ski pass, ski hire and/ortuition fees which You cannot recoverfollowing;A. Your injury or illness;B. loss or theft of Your ski pass;

3. Lack of SnowThe amount stated in the PolicySchedule for each full 24-hour periodthat You are unable to ski becausethere is a lack of snow in the pre-booked resort and no alternativeskiing available;

4. AvalancheUp to the amount stated in the PolicySchedule for additional and necessarytravel and accommodation costs ifYour outbound or return journey isdelayed by an avalanche for morethan 12 hours from the scheduleddeparture time on Your travel ticket.

Special Conditions1. A. Loss, theft or damage to winter

sports equipment in the custodyof an airline or other carrier MUSTbe reported in writing to the airline or othercarrier within 24 hours ofdiscovery and We MUST beprovided with a copy of theoriginal written airline or carrierreport;

B. Loss or theft of winter sportsequipment in all othercircumstances and loss or theft ofYour ski pass, MUST be reportedto the police (and the hotelmanagement if the loss or theftoccurs in a hotel) within 24 hoursof discovery and We MUST beprovided with a copy of theoriginal written police report andreport to the hotel managementas applicable.

2. You MUST provide Us with a medicalcertificate issued by a Doctor whensubmitting a claim for unused skipass, ski hire hire and/or tuition fees,as a result of Your injury or illness.

What is not covered1. Delay, detention, seizure or

confiscation by customs or otherofficials.

2. Any Claim for benefit underAvalanche cover if We pay a Claimunder the Travel Delay or CatastropheSections of this Policy for the sameevent.


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GENERAL CONDITIONS(Conditions that apply to the whole Policy)

ContractThis Policy, the Policy Schedule and anyinformation provided in Your application will beread together as one contract.

Legal Interpretation and Language Current legislation allows the parties to thiscontract to choose which law is used tointerpret this Policy. You and We agree that:1. this Policy will be governed and interpreted

in accordance with the Law of England andWales and only the English Courts will havejurisdiction in any dispute; and

2. communication of and in connection withthis Policy shall be in the English language.

Third Party RightsYou and We have agreed that it is not intendedfor any third party to this contract to have theright to enforce the terms of this contract. Youand We can rescind or vary the terms of thiscontract without the consent of any third partyto this contract, who might seek to assert thatthey have rights under the Contracts (Rights ofThird Parties) Act 1999.

Observing Policy Terms & ConditionsWe will not be liable to make any paymentunder this Policy if a You or Your personalrepresentative(s) do not observe and fulfil itsTerms, Exclusions and Conditions.

Changing Your Policy1. If You want to change Your Policy

If You want to change Your Policy or if Yourinsurance needs or any of the informationYou have given Us changes You musttelephone (and confirm in writing if Werequest You to do so), email or write to Us.We will update the Policy and issue a newPolicy Schedule each time a change isagreed.

2. If We want to Change Your PolicyWe reserve the right to make changes oradd to these Policy terms for legal orregulatory reasons and/or to reflect newindustry guidance and codes of practice.We will write to You with details at least 30days before We make any changes. You willthen have the option to continue with or tocancel the Policy.

Any change made to Your Policy will begin onthe date that the Policy Schedule issued torecord the change in cover becomes effective.

Cancelling Your PolicyIf You want to cancel Your PolicyA. 14 day cancellation option

If, for any reason, You are not satisfiedwith this Policy, and You have nottaken or booked a Holiday protectedby the cover provided, You may,within 14 days of Your receipt of fullpolicy documentation, telephone Uson free phone: 0800 519 9935 or +44(0)1293 725803 or Email:[email protected] We will cancel it. If this happensthe policy will have provided no coverand We will refund any premiums Youhave paid.

B. Cancellation after 14 days If You want to cancel Your Policy Youmust telephone (and confirm inwriting if We request You to do so) ,email or write to Us. We will cancel itfrom the date Your instructions arereceived or any later date You giveUs. We reserve the right to chargeYou a premium proportionate to thecover that has been in force up to thedate of Your cancellation, and areasonable administration charge forany costs incurred.

Our contact details are: ASDA Travel Insurance,ACE European Group LtdPO Box 1086, Belfast BT1 9ES.Tel: 0800 519 9935 or +44 (0)1293 725803Email: [email protected]

If We want to cancel Your PolicyIf We no longer wish to offer this Policyand need to cancel Your Policy We willwrite to You at the current address Wehave for You. We will then cancel the Policy30 days after the date of Our letter. If Wecancel the Policy We will refund anypremium You paid for the cancelled periodprovided You have not made a Claim underthe Policy during the current Period ofInsurance.

Other taxes or costsACE are required to notify You that othertaxes or costs may exist which are notimposed or charged by Us.

Complaints proceduresWe are dedicated to providing a highquality service and want to maintain thisat all times. If You are not satisfied with

FOR GENERAL DEFINITIONS GO TO PAGE 32

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this service, please contact Us immediately,quoting Your Policy details, so that Yourcomplaint can be dealt with as soon aspossible.

If You have a complaint about the sale ofYour Policy or the Customer Service Youhave received please contact:

The Customer Service Manager,ASDA Travel Insurance,ACE European Group LtdPO Box 1086Belfast BT1 9ES.Tel: 0800 519 9935 or +44 (0)1293 725803Email: [email protected]

If You have a complaint in relation to Claimsplease contact:

The Claims ManagerACE Travel Insurance ClaimsPO Box 1086Belfast BT1 9ES.Tel: 0800 519 9940 or +44 (0)1293 726165Email: [email protected]

The existence of these complaintsprocedures does not reduce Your statutoryrights relating to this Policy. For furtherinformation about Your statutory rightscontact the Competition and MarketsAuthority or Citizens Advice Bureau’.

Financial Ombudsman ServiceWe are a member of the FinancialOmbudsman Service (FOS), who may beapproached for assistance, if You are notsatisfied following receipt of Our finalresponse. A leaflet explaining its procedureis available on request.

Financial Ombudsman ServiceSouth Quay Plaza183 Marsh WallLondon E14 9SR

Tel: +44 (0) 800 023 4567(free from most landlines, chargesmay apply from a mobile phone).

+44 (0) 300 123 9 123(calls charged at the same rate as01 or 02 numbers on a mobile phone)

Financial Services CompensationSchemeIn the unlikely event of Our being unable tomeet Our liabilities, You may be entitled tocompensation under the Financial ServicesCompensation Scheme. Their contact detailsare:

Financial Services Compensation Scheme10th Floor, Beaufort House15 St Botolph StreetLondon EC3A 7QUTel: 0800 678 1100 or 020 7741 4100Fax: 020 7741 4101

Data Protection Statement PLEASE READ this notice as it explains thepurposes for which We will use the personaland sensitive personal data (information)which that We hold.

We accept fully Our responsibility to protectthe privacy of customers and theconfidentiality and security of informationgiven to Us.

Where You have provided information aboutanother person in connection with thepurchase and performance of this insurancePolicy You confirm that they have appointedYou to act for them, that they haveconsented to the processing of theirpersonal data, including sensitive personaldata and they have consented to thetransfer of their information Abroad. Youalso agree to receive on their behalf anydata protection notices from Us.

We will use the information You haveprovided for;• customer service • handling claims • providing emergency assistance in connection with this Travel Insurance Policy,

We may disclose information to Our serviceproviders and agents for these purposes.The information You have provided may alsobe used for the purpose of fraud preventionincluding passing details to other insurersand regulatory bodies.

In the event that a Person Insured makes aninjury or illness related Claim, We may needto obtain further Sensitive Personalinformation such as medical history in orderto assess the claim. The Claim form willexplain in more detail how this SensitivePersonal data is handled.

FOR GENERAL DEFINITIONS GO TO PAGE 32

If a Person Insured asks We will providedetails of the information We hold inaccordance with the applicable law.

Any information which is found to beincorrect will be corrected promptly. Wemay monitor and/or record Yourcommunication with Us either Ourselves orby reputable organisations selected by Us,to ensure consistent servicing levels andaccount operation. We will keep informationabout Persons Insured only for so long as itis appropriate.

Unless You have confirmed otherwise duringthe purchase of this travel insurance Policy,We shall also share the information You haveprovided with ASDA Financial ServicesLimited and its associated group companieswho will use the information in accordancewith its privacy policy and may provideinformation by email, letter, phone and SMSabout special offers, news and new productsthat may be of interest.

Contact Details for ACE and ASDA FinancialServices Ltd are;

The Customer Service Manager,ASDA Travel Insurance,ACE European Group LtdPO Box 1086Belfast BT1 9ES.Tel: 0800 519 9935

or +44 (0) 1293 725803Email: [email protected]

GENERAL DEFINITIONSThe following words and phrases below willalways have the following meaningswherever they appear in the Policy in boldtype and starting with a capital letter in thisPolicy Document and the Policy Schedule.

Abroad Outside the United Kingdom

Accident, AccidentalA sudden identifiable violent external eventthat happens by chance and which could notbe expected; or unavoidable exposure tosevere weather conditions.

ACEACE European Group Limited.

ACE Assistance1. The telephone advice, information and

counselling services; and/ or2. The travel assistance and emergency

medical and repatriation services;arranged by ACE.

Any One ClaimAll claims or legal proceedings including anyappeal against judgment consequent uponthe same original cause, event orcircumstance.

Child, ChildrenYour children, Your Partner’s children andthe grandchildren of You or Your Partner,extending to include step children, stepgrandchildren and fostered or adoptedchildren or grandchildren, each of whommust be: 1. under 18 years old (or under 23 years old

if still in full-time education) on the dateYou purchase cover; and

2. dependent on You or Your Partner (or inthe case of grandchildren dependent onYou or Your Partner or their Parent(s))even if he or she does not live with eitherof You (or in the case of grandchildren,with either You or Your Partner or theirParent(s)); and

3. not be married or living with a Partner.

Claim, ClaimsSingle loss or a series of losses Due To onecause covered by this Policy

Close Business ColleagueSomeone who You work with in the UnitedKingdom and who has to be in work in orderfor You to be able to go on or continue aHoliday.

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Curtail, Curtailed, CurtailmentCut short/cutting short Your Holiday.

DoctorA doctor or specialist, registered or licensedto practise medicine under the laws of thecountry in which they practise who isneither: 1. a Person Insured; or 2. a relative of the Person Insured making

the Claim,unless approved by Us.

Due ToDirectly or indirectly caused by, arising orresulting from, in connection with.

EuropeAndorra, Austria, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Canary Islands,Channel Islands, Croatia, Czech Republic,Denmark, Eire, Estonia, Finland, France,Germany, Greece, Hungary, Iceland, Isle ofMan, Italy, Latvia, Liechtenstein, Lithuania,Luxembourg, Macedonia, Madeira,Mediterranean Islands (including Majorca,Menorca, Ibiza; Corsica; Sardinia; Sicily;Malta, Gozo; Crete, Rhodes and other GreekIslands; Northern and Southern Cyprus),Moldova, Monaco, Morocco, Netherlands,Norway, Poland, Portugal, Romania, RussianFederation (West of Urals), Serbia andMontenegro, Slovakia, Slovenia, Spain,Sweden, Switzerland, Tunisia, Turkey,Ukraine, United Kingdom. Albania, althoughin Europe, is excluded from our definition. IfYou wish to visit Albania or are likely to travel outside the countriesspecified You need our Worldwide cover.

ExcessThe first amount stated in the PolicySchedule of any Claim which each PersonInsured must pay.

GPA general physician registered or licensed topractise medicine, who is neither: 1. a Person Insured; or 2. a relative of the Person Insuredunless approved by Us.

HijackThe unlawful seizure or taking control of anaircraft or other means of transport in whicha Person Insured is travelling as a passenger.

HijackersThe perpetrators of a Hijack.

Holiday, HolidaysTrip(s) involving pre-booked travel oraccommodation (of at least 2 nightsduration if the trip is not Abroad), devotedentirely to pleasure, rest, or relaxation, wheretravel begins and ends in the UnitedKingdom.

Immediate Family MemberYour Partner or fiancé(e) or the grandchild,Child, brother, sister, parent, grandparent,grandchild, step-brother, stepsister, step-parent, parent-in-law, son-in-law, daughter-in-law, sister-in-law, brother-in-law, aunt,uncle, nephew, niece, of You or Your Partner, or anyone noted as next of kin on any legaldocument, all of whom must be resident inthe United Kingdom, and not PersonsInsured .

Legal Expenses1. fees, expenses, costs/expenses of expert

witnesses and other disbursementsreasonably incurred by the LegalRepresentatives in pursuing a Claim orlegal proceedings for damages and/orcompensation against a third party whohas caused You accidental bodily injuryor illness or in appealing or resisting anappeal against the judgment of a Court,tribunal or arbitrator.

2. costs for which You are legally liablefollowing an award of costs by any courtor tribunal or an out of Court settlementmade in connection with any Claim orlegal proceedings.

Legal RepresentativesThe solicitor, firm of solicitors, lawyer,advocate or other appropriately qualifiedperson firm or company appointed to act onYour behalf.

Loss of LimbAmputation or total and permanent loss ofuse of one or more hands at or above thewrist or of one or more feet above the ankle(talo-tibial joint).

Loss of Sight1. In both eyes when Your name has been

added to the register of Blind Persons onthe authority of a qualifiedophthalmicspecialist;

2. In one eye when the degree of sightremaining after correction is 3/60 or lesson the Snellen Scale (which means Youare only able to see at 3 feet that whichYou should normally be able to see at 60

33

feet) and We are in no doubt that thecondition is permanent and withoutexpectation of recovery.

Mobility Aid/Mobility AidsAny crutch, walking stick, walking frame,wheeled walking frame, walking trolley,evacuation chair, wheelchair, poweredwheelchair or mobility scooter constructedspecifically to aid persons suffering fromrestricted mobility but excluding any golfbuggy or golf trolley.

MoneyCoins, banknotes, traveller’s cheques, postalor money orders, travel tickets, pre-paidvouchers, non-refundable pre paid entrytickets and debit, credit, payment, pre-payment and/or charge cards.

Parent or Legal GuardianA person with parental responsibility, or alegal guardian, both being in accordancewith the Children Act 1989 and any statutoryamendment modification or re-enactment ofit.

PartnerYour spouse or civil partner (registeredpursuant to the Civil Partnership Act) orsomeone of either sex with whom You havebeen living for at least three months asthough they were Your spouse or civilpartner.

Period of Insurance- Annual Multi-Trip: Period of cover

between and inclusive of the datesshown as Effective From: and To: on thePolicy Schedule commencing at 00.01 orany later time the Policy Schedule isissued on the earlier date shown andfinishing at 24.00 on the later dateshown.

- Single Trip: Period of cover commencingat 00.01 or any later time the PolicySchedule is issued and ending eitherwhen You arrive at Your home in theUnited Kingdom or at the end of the tripduration shown on Your Policy Schedule,whichever is sooner.

Permanent Total DisabilityA disability which has lasted for at least 12months from which We believe You willnever recover and which prevents You fromcarrying out any gainful occupation forwhich You are fitted by way of training,education or experience.

Personal Property1. Any suitcase, trunk or container of a

similar kind and its contents;2. any Mobility Aid3. Valuables4. any other article worn or carried by You; that is not otherwise excluded and which iseither owned by You or for which You arelegally responsible.

Person(s) Insured, Person InsuredYou, and Your Partner and Children if theyare shown as insured on the Policy Schedule.

Public TransportAny air, land or water vehicle operated underlicence for the transportation of fare-payingpassengers.

Repair and Replacement CostsThe cost of repairing partially damagedproperty, or, if property is totally lost ordestroyed or uneconomical to repair, thecost of replacing property as new less adeduction for wear, tear or depreciation.(Note: We will pay a reasonable proportionof the total value of a set or pair to repair orreplace an item that is part of a set or pair).

Travelling CompanionsSomeone You have arranged to go onHoliday with and who it would beunreasonable to expect You to travel orcontinue Your Holiday without.

UnattendedWhere You are not in full view of or in aposition to prevent unauthorised taking orinterference with Your Personal Property orvehicle.

United Kingdom England, Scotland, Wales and NorthernIreland.

ValuablesCameras and other photographic equipment,telescopes and binoculars, Audio/Videoequipment (including radios,cassette/compact disc players, ipods, mp3and mp4 players, camcorders, DVD, video,televisions, and other similar audio and videoequipment), mobile phones, satellitenavigation equipment, computers andcomputer equipment (including PDAs,personal organisers, laptops, notebooks,netbooks and the like), computer gamesequipment (including consoles, games andperipherals) jewellery, watches, furs, precious

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and semi-precious stones and articles madeof or containing gold, silver or otherprecious metals.

WarArmed conflict between nations, invasion,act of foreign enemy, hostilities (whetherwar declared or not), civil war, rebellion,revolution, insurrection or military orusurped power.

We/Us/Our/OurselvesACE European Group Limited.

You; Your; YourselfThe Person Insured shown in the PolicySchedule.

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This Travel Insurance policy is underwritten by ACE European Group LimitedACE European Group Limited, PO Box 4511, Dunstable LU6 9QA

ACE European Group Limited is authorised by the Prudential Regulation Authority and regulated bythe Financial Conduct Authority (FCA) and the Prudential Regulation Authority reference number202803. Full details can be found at the FCA website http://www.fsa.gov.uk/register/home.do or bycontacting the FCA on 0800 111 6768.

*Defaqto 5 Star rating is only applicable to Superior Cover Travel Insurance.†Defaqto 5 Star rating is only applicable to Superior Cover Pet Insurance.

Customer Services CentreAsda Travel Insurance, ACE European Group Ltd., PO Box 1086, Belfast BT1 9ESTel: 0800 519 9935 or +44 (0)1293 725803 Email: [email protected]

ClaimsACE Claims, PO Box 1086, Belfast BT1 9ESTel: 0800 519 9940 or +44 (0)1293 726165 Email: [email protected]

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