Your Policy Booklet -...

Travel Insurance

Your Policy Booklet

Multi and Single Trip

notes

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Thank you for choosingHalifax Travel Insuranceto protect you on yourtravels.

Your Policy Booklet includeseverything you need to make fulluse of the services and benefitsof Halifax Travel Insurance. It isimportant that you carry thisdocument together with thePolicy Schedule each time youtravel. You will need to providethese documents as evidence ofinsurance if you need theservices of a hospital or ourassistance provider. You will alsoneed to quote your policynumber when you contact theEmergency Medical AssistanceHelpline.

If you need to make a claim oryou experience any problemswhen on your travels, restassured you will receive aprompt, fair and efficient service.

If your circumstances change, oryou need to change your cover,just let us know.

Should you need help in a hurry,all our helplines are listed onpage 42.

welcome

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finding your way throughyour policy booklet

helpful advice pages 6 -9

the insurance contract pages 10 -16

words with special meanings pages 17-18

making a claim pages 19-20

policy limits and excesses page 21

section 1: Medical Emergency and Repatriation Expenses page 22

section 2: Cancellation/Cutting Short Your Trip pages 23-24

section 3: Personal Accident page 24

section 4: Personal Liability page 25

section 5: Travel Delay/Missed Departure page 26

Your Policy Booklet has a colour coded reference system as you cansee below.

Each section has its own colour and can be quickly located bymatching the colour thumb index mark located half waydown the page.

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section 6: Loss of Important Documents page 27

section 7: Legal Advice and Expenses pages 28-30

section 8: Mugging Benefit page 31

section 9: Personal Baggage/Delayed Baggage page 32

section 10: Personal Money page 33

section 11: Winter Sports pages 34-35

section 12: Golf Cover page 36

exclusions and conditions pages 37-38

complaints procedure page 39

data protection notice pages 40 - 41

important telephone numbers page 42

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helpful advice

The following few tips will help make sure that should anythinghappen, you are as well prepared as possible. These tips are forguidance and advice only. They do not form part of your policy.

We are working with the Foreign & Commonwealth Office (FCO) to do all that we can to helpBritish travellers holiday overseas.

Follow these 7 simple travel tips and you can go away knowing that your holiday will be enjoyableand safe:

1. Check the Foreign & Commonwealth Office (FCO) Travel Advice website or call0845 850 2829#

2. Get travel insurance and check that the cover is appropriate

3. Check what vaccinations you need at least 6 weeks before you go and consider whether youneed to take extra health precautions

4. Get a good guidebook and get to know your destination. Find out about local laws andcustoms

5. Ensure you have a valid passport that is in good condition and the necessary visas

6. Make copies of your passport (including any visa pages), insurance policy plus 24-houremergency number and ticket details. Leave these copies, your itinerary and contact detailswith family and friends

7. Take enough money for your trip and some back-up funds e.g. travellers’ cheques, sterling orUS dollars

For more travel advice, visit the Know Before You Go website at www.fco.gov.uk/travel or call0845 850 2829#

The ‘Know Before You Go’ travellers’ checklist

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We provide advice on the following:

1. Currency regulations, limits and rules

2. Health inoculation requirements, epidemics and availability of specific medicines

3. Visa requirements and procedures

4. Emergency messaging service

5. Help with replacement of lost or stolen tickets, passports or travel documents

If you are travelling to countries in the European Union (except for the UK), Iceland,Lichtenstein, Norway or Switzerland, we strongly recommend that you take a valid EuropeanHealth Insurance Card (EHIC). You can apply online at www.dh.gov.uk/travellers, apply byphone on 0845 606 2030# or get an application form from the Post Office. This will entitleyou to free healthcare arrangements under a reciprocal agreement between these countries.

Use of your EHIC will result in waiver of the policy excess under section 1: MedicalEmergency and Repatriation Expenses.

If you require medical treatment in Australia or New Zealand you must enrol with a localMedicare office. You do not need to enrol on arrival but you should do this after the firstoccasion you receive treatment. In-patient and out-patient treatment at a public hospital isthen available free of charge. Details of how to enrol and the free treatment available can befound online at www.dh.gov.uk/travellers.#Calls from BT landlines will cost a maximum 4p per minute, plus a 6p call set-up charge.The call price is correct as at January 2008. The price of calls from other telephonecompanies will vary.

Reciprocal healthcare agreement:

Halifax Pre-Travel advice helpline – 0208 763 3350

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helpful advice

Air passengers - Know Your RightsDid you know the European Union (EU) has strengthened your rights to ensure air passengersare treated fairly?

You may be entitled to compensation.

Make sure you know what to expect as a minimum from your airline in the event of one ofthe following:

1. Denied boarding – Have you been denied boarding because the airline did not haveenough seats on the flight?

2. Cancelled Flight – Has your flight been cancelled?

3. Long Delays – Has your flight been delayed for two hours or more?

4. Baggage – Has your checked-in baggage been damaged, delayed or lost?

5. Injury and Death by Accident(s) – Have you been injured during your flight?

6. Package Holidays – Did you get what you booked?

To make sure you are not left out of pocket visit http://ec.europa.eu/transport/air/rules/rights/index_en.htm for full details of your entitlements.

What to do firstIf you experience any of the problems listed you should immediately ask the representativeof the airline operating your flight to deal with your problem.

What to do nextIf the operating airline does not fulfil their obligations contact the Europe Direct free phoneon 00 800 6 7 8 9 10 11 or e-mail [email protected] for details of how to progressyour claim.

European commission

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Whilst you’re there:1. Always check that the tap water is drinkable before drinking

2. Avoid raw or under-cooked food

3. Don’t leave your personal baggage or valuables unattended at any time, especially atairports and hotels (valuables must be kept in a fixed, locked receptacle). Use safetydeposit boxes whenever they’re available

4. The sun abroad can be much stronger than you are used to at home. To prevent sunburnand sunstroke always apply protective creams regularly

5. Always retain all receipts for medical expenses

6. Report losses/thefts to the Police immediately and obtain a written report

About yourPolicy Booklet:Throughout your Policy Booklet, certain words areshown in bold type. These words have specialmeanings which are detailed on pages 17, 18 and 28.

The administration of the insurance is dealt with byFirstAssist Insurance Services Limited.

If you have any queries about your cover, you cancall the Customer Helpline on the number listedon page 42 and tell them your policy number. Wewant you to get the most from your policy and todo this you should:

• read your Policy Booklet and make sure you are covered for the sort oflosses/incidents you think might happen

• make sure you have declared any pre-existingmedical conditions

• make sure that you understand the conditionsand exclusions on pages 29, 37 and 38 whichapply to your policy because if you do notmeet these conditions it may affect any claimyou make

Remember, no policy covers everything. We donot cover certain things such as:• pre-existing medical conditions (unless

terms are agreed in writing by us) • children and infants for independent travel

under a family or single parent family policy• non-insured loss e.g. the cost of obtaining a

Police report

The things which are not covered by your policyare stated:• in the ‘General exclusions applying to your

policy’ on page 38• under ‘What IS NOT covered’ in each

section of cover

About your contract:Your policy is a legal contract between you andus. The two parts – your Policy Booklet and yourPolicy Schedule – make one legal document andyou must read them together.The laws of the UK allow both parties to choosethe law which will apply to this contract. However,unless specified elsewhere in the contract, the lawwhich applies to this contract is the law whichapplies to the part of the UK in which you normallylive unless written agreement has been given foranother EU law to apply before the start dateshown on your Policy Schedule. If there is anydisagreement, we will use this Policy Booklet overany other assurances or statements, unless they areconfirmed in writing and form part of the insurancepolicy.All communication between you and us will be inEnglish.Your policy is based on all the information yougave us about you, the person(s) named on yourPolicy Schedule, your trip(s) and personalcircumstances when you applied for theinsurance. Every time we or you make a changeto your insurance we will send you a new PolicySchedule. We will remind you of the details ofyour insurance at least every 12 months. It willgive you a chance to check that your policy stillmeets your needs.

The Insurer:Your policy is underwritten by Great LakesReinsurance (UK) PLC which is authorised andregulated by the Financial Services Authority(FSA) as an insurance company and to undertakeinsurance mediation under registration number202715. You can check this out by visiting theFSA’s website www.fsa.gov.uk/register or bycontacting the FSA on 0845 606 1234#.Great Lakes Reinsurance (UK) PLC is registered inEngland number 2189462. Great Lakes Reinsurance(UK) PLC is a member of the Association of BritishInsurers (ABI) and Financial Ombudsman Service(FOS). Registered Office: Plantation Place, 30Fenchurch Street, London EC3M 3AJ. The mainbusiness of the insurer is effecting and carryingout insurance contracts.

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the insurancecontract

Please remember that only thosesections you have chosen apply to you. Please refer to yourPolicy Schedule and read it in conjunction with this Policy Booklet.

Compensation Scheme:The Financial Services Compensation Scheme(FSCS) may be able to help you if we were unableto meet our liabilities. For claims againstinsurance companies the first £2,000 of a claimon this type of insurance policy is covered in full,plus 90% of the balance. For further details youcan contact the FSCS on 0207 892 7300 or [email protected].

Our part of the contract is as follows:We provide the cover set out in your PolicyBooklet. Your Policy Schedule shows whichsections of your Policy Booklet you chose, thelimits which apply and the total premium. Thiscover will only apply for people named on yourPolicy Schedule during the insurance periodshown on your Policy Schedule and within thegeographical limits shown on your PolicySchedule.

Your part of the contract is as follows:You must pay the premium for each insuranceperiod. You can pay the premium with a debit orcredit card or alternatively on an annual directdebit. If you choose to pay by annual direct debitand you fail to pay when due, we will treat this asyou cancelling the policy.

Please note that it is a condition of your policythat at the time of taking out your policy, orbooking a trip, you are not aware of any reasonwhy a trip should be cancelled or cut short andthat all material facts are disclosed to us. This

means that you must tell us about anythingwhich may affect this insurance, for example:

• pre-existing medical conditions affecting thehealth of the people travelling, or a relativeor colleague upon whose state of health adecision by you to cancel or cut short a tripmay depend

• you taking part in activities which areparticularly hazardous or unusual as listed onpage 14

• you have been or have reason to believe thatyou will be refused entry to the country towhich you are travelling

Cancelling or amending your policy:Please tell us immediately if your policy does notmeet your requirements. If you cancel within 14days of the start of your policy and you have notmade a trip or a claim we will give you a fullrefund. Following this 14 day period, you continueto have the right to cancel your policy at anytime by contacting us, but no refund of premiumwill be available.

We may make a charge when a policy is cancelledor amended by you. This will be a reasonableamount to reflect the cost of administration.The charge may be added to your premium ordeducted from any refund due to you. Where thecharge is more than the refund, no refund will bemade.

We may cancel your policy by giving you at least14 days notice in writing at your last knownaddress. If this happens we will refund thepremium you have paid for the rest of theinsurance period.

Please note once your policy has been cancelledyour cover will end and you will not be able tomake a claim.

#Calls from BT landlines will cost a maximum of4p per minute, plus a 6p call set-up charge.The call price is correct as at January 2008. Theprice of calls from other telephone companieswill vary.

Exclusions which apply

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to your policy:The exclusions which apply to all sections ofyour policy are shown on page 38.

Fraud: The contract between you and us is based onmutual trust and we believe that our policyholdersare honest.However, if anyone named on your PolicySchedule or anyone acting for you:1. provides false information or documentation

or withholds important information to obtaincover under your policy for which you do notqualify; or

2. provides false information or withholdsimportant information to obtain cover ata reduced premium then:

• your policy may be void• we may be entitled to recover from you the

amount of any claim already paid under your policy

• we will not return any premium paid• we will inform the Police and criminal

proceedings may followIn the event that anyone named on your PolicySchedule or anyone acting for you:1. makes a claim under your policy knowing this

to be false or fraudulently exaggerated in anyrespect or to any degree; or

2. makes a statement in support of a claimknowing the statement to be false in anyrespect; or

3. submits a document in support of a claimknowing the document to be forged,amended or false in any respect; or

4. makes a claim in respect of any loss ordamage caused by your/their wilful act,knowledge or connivance; or

5. acts in any other manner in order to gain afinancial advantage to which you would nototherwise be entitled;

then we: • will not pay any part of the claim• will at our option cancel your policy• will not return any premium paid• will inform the Police and criminal

proceedings may follow

Conditions which apply to your policy:These are some of the conditions you must keepto as your part of the contract. The others areshown on page 37. If you do not keep to theseconditions, we may decline your claim.

You must declare all medicalconditions: To make sure your policy fully covers you foryour trip, it is important you tell us about anymedical condition affecting the health of thepeople travelling, or a relative or colleague uponwhose state of health a decision by you to cancelor cut short a trip may depend. We will assessthe condition and confirm whether your policycan be extended to cover claims for thatparticular condition.Please call the Customer Helpline on page 42if you or your travelling companion:

Have during the last year:• stayed in hospital, had surgery or seen a

Specialist or Consultant• had, or are waiting for, any medical or

blood tests• been prescribed medication for the treatment

of a blood pressure problem and/or diabetes

Have ever:• had a stroke, heart attack or a heart related

condition including angina• been diagnosed with, or treated for, any

malignant condition or any type of cancer• been treated for a breathing condition• been aware of any condition that could

reasonably be expected to affect your ortheir health during the insurance period

If we extend the cover under your policy toinclude any pre-existing medical conditions, thiswill be shown on your Policy Schedule. This willconfirm the new terms under which cover isprovided and must be produced should you makea claim, so please keep it in a safe place.

We reserve the right not to extend the coverunder your policy.

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the insurance contract

You must prevent loss, theft ordamage:All persons named on your Policy Schedule musttake all reasonable steps to prevent loss, theft ordamage to everything covered under your policy.

Failure to take reasonable steps to prevent loss,theft or damage will result in a deduction fromany claim payment, or may result in your claimbeing declined in full.

Changes in circumstances: You must tell us as soon as reasonably possible if:• your address has changed• you or any person named on your Policy

Schedule are no longer a resident in the UK• you require any additional cover to be added

to your policy• your trip destination changes and is outside

the geographical limits covered by your policy• you wish to add another traveller to your

policy

We may re-assess your cover and premiums whenwe are told about changes in your circumstances.If you do not tell us about a change in yourcircumstances, the wrong terms may be quoted, aclaim might be rejected or payment could bereduced. In some circumstances your policymight be invalid.

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Hazardous activitiesThe following activities are covered under thispolicy• Aerobics• Badminton• Baseball• Basketball• Boogie Boarding• Bowls• Cricket• Croquet• Curling• Cycling (no racing)• Fell Walking• Fishing• Golf• Ice Skating• Jogging• Manual Work at ground level involving no

machinery• Marathon Running• Mountain Biking on recognised routes• Rambling• Rounders• Sailing (within territorial waters)• SCUBA Diving (down to 30m accompanied by

a qualified diver or instructor)• Snorkelling• Softball• Squash• Surfing• Swimming• Table Tennis• Tennis• Ten Pin Bowling• Volleyball• Walking• Water Polo

The following activities are covered under thispolicy if professionally organised and supervisedplus you wear appropriate safety equipment andtake appropriate safety precautions• Abseiling• Archery• Banana Boating• Black Water Rafting• Bungee Jumping• Canoeing/Kayaking - no white water• Clay Pigeon Shooting • Fencing• Flotilla Sailing (with professional leader)• Go Karting• Gymnastics• Hiking under 6,000m• Horse Riding (no jumping)• Hot Air Ballooning• Indoor Rock Climbing (with belays)• Jet Biking• Jet Skiing• Paint Balling• Parascending over water• Pony Trekking• River Tubing (no white water)• Shooting (not Big Game)• Sleigh riding as a passenger• Swimming with Dolphins• Trampolining• Water Skiing (no jumping)• White Water Rafting• Zorbing

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If there are activities that you intend toparticipate in that are not listed above,please call us.

the insurance contractThe following activities are NOT covered underthis policy• Base Jumping• Big Game Hunting• BMX Stunt Riding• Bouldering• Boxing• Canyoning• Caving/ Pot Holing• Coasterring• Cycle Racing• Flying except as a fare paying passenger• Free / High Diving • Gliding• Hang Gliding• Horse Jumping / Hunting• Judo / Karate / Martial Arts• Kite Surfing• Lacrosse• Micro Lighting• Motor Cycling unless on machines of less

than 125cc and where you have held a motorcycle licence for at least 3 years and are conviction free and are wearing a helmet

• Mountaineering• Organised Team Sports• Parachuting• Paragliding• Parascending over land• Polo• Professional / Semi Professional Sports• Quad Biking• Rock Climbing• Sailing outside territorial waters• Scuba Diving below 30m• Shark Diving• Street Hockey• Water Ski Jumping• Weightlifting• Wrestling

Winter SportsWinter Sports (other than curling or ice skating)are excluded unless an additional premium hasbeen paid and accepted. Winter Sports cover isonly available to persons aged under 65 years.Where Winter Sports cover has been purchasedyou are covered for up to 24 days on an Annualpolicy or for the dates stated on your single tripwinter sports schedule. The following activitiesare covered:

• On piste skiing or snowboarding on piste• Off-piste skiing or snowboarding where

accompanied by a qualified guide or instructor

• Cross country skiing on recognised routes and with a guide

• Ski racing arranged by ski schools for their pupils

• Sledging

Examples of Winter Sports activities not coveredare:

• Bobsleighing• Heli skiing• Ice Hockey• Luging• Use of Skeletons• Ski Acrobatics• Ski Jumping

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Important notesapplying to your policy• Your policy is only available to persons

resident in the UK• Your policy is only valid on trips commencing

from and returning to the UK• Your policy automatically extends to provide

cover if you are unable to return home by theend of the insurance period due to thedeath, injury or illness of you or a publictransport delay

• There are age limits which apply depending onthe type of policy you take and thedestination you travel to

• Single parent family cover applies to you, plusall your unmarried dependent children

• Infants under 2 years of age at the time oftravel are covered free of charge

• The maximum age for Winter Sports coveris 64 years

Single Trip Cover• A child can travel alone under this policy if

the adult premium has been paid for thatchild and this has been agreed by us

• The maximum duration of any one trip is185 days

• Winter Sports or Golf Cover can be includedfor the trip duration provided the appropriateadditional premium has been paid

Multi Trip Cover• The maximum duration of any one trip is 60

days. We do not provide cover for anyincident which occurs after 60 days ofyour trip

• Winter Sports cover up to a maximum of 24days in total can be included provided theappropriate additional premium has been paid

• Multi trip cover is not valid for trips takenwithin the UK, except when you have pre-booked accommodation for a minimum of 3days

• Your unmarried dependent children are onlycovered when travelling with an adult coveredunder your policy


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words with special meanings

Words with specialmeaningsAccident(s)/Accidental A sudden, unexpected, specific, violent, external,visible event which occurs at a single identifiabletime and place.ColleagueAn associate in the same employment as you inthe UK, whose absence from work necessitatesyour stay in or return to the UK. Europe The continent of Europe west of the UralMountains including its neighbouring islands(including the Azores, the Canary Islands, theRepublic of Ireland and Madeira) and non-European countries bordering the Mediterranean.Excess The amount you pay when you make a claim asshown in your schedule. This applies to eachincident for each insured person.Family You, your spouse, your civil partner (as defined inSection 1 of the Civil Partnership Act 2004) or theperson (whether or not of the same sex) withwhom you are permanently cohabiting in amarriage-like relationship together with yourchildren, step-children, adopted children, fosterchildren and grandchildren who are under the ageof 16 or under the age of 23 and in full timeeducation at the start of the insurance period.FirstAssist FirstAssist Insurance Services Limited.Golf Equipment Golf clubs, golf balls, golf bag, golf trolley, golfshoes and essential clothes which you own or hire.HomeYour usual permanent place of residence inthe UK.Insurance PeriodThe period during which you have cover underyour policy. This is shown on your Policy Schedule.Insured Person/You/YourAny person named on your Policy Schedule.Insurer Great Lakes Reinsurance (UK) PLC.

Permanent Total Disablement A condition which is of a permanent andirreversible nature which is shown by medicalevidence to be likely to continue for theremainder of your life and as certified by aregistered medical practitioner, to the reasonablesatisfaction of our Chief Medical Officer, andwhich prevents you from engaging in any work oroccupation for remuneration or profit.Personal Baggage Each of your suitcases (or containers of a similarnature) and their contents, articles you arewearing or carrying which are owned by any ofyour family, or for which they are legallyresponsible, including valuables and keys(excluding keys to a hire vehicle).Personal MoneyCash, cheques, banker’s drafts, electronic cashpre-payment cards, postal and money orders,current postage stamps, phone cards, coupons orvouchers which have a monetary value.Pre-Existing Medical ConditionAnything which at the start of the insuranceperiod you would answer yes to in the medicalconditions declarations on page 12.Public Transport Train, tram, bus, coach, ferry service or airlineflight operating to a published timetable.Redundant/Redundancy Being made unemployed under the EmploymentRights Act and have been given a notice ofredundancy and are receiving payment under thecurrent redundancy payments legislation and atthe time of booking the trip you, your travellingcompanion, or spouse (including a civil partner orco-habitee) had no reason to suspect that theywould be made redundant.RelativeYour Family (including all your children, step-children, adopted children, foster childrenand grandchildren regardless of their age), yourmother, father, sister, brother, fiancé(e),grandparent, in-law, step-family or next of kin.

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words with special meaningsTerrorist Action The actual or threatened use of force or violenceagainst persons or property, or commission of anact dangerous to human life or property, orcommission of an act that interferes with ordisrupts an electronic or communications system,undertaken by any person or group, whether ornot acting on behalf of or in connection with anyorganisation, government, power, authority ormilitary force, when any of the following applies:a) the apparent intent or effect is to intimidate or

coerce a government or business, or to disruptany segment of the economy;

b) the apparent intent or effect is to cause alarm,fright, fear of danger or apprehension of publicsafety in one or more distinct segments of thegeneral public, or to intimidate or coerce oneor more such segments;

c) the reasonably apparent intent or effect is tofurther political, ideological, religious orcultural objectives, or to express support for(or opposition to) a philosophy, ideology,religion or culture.

Trip(s)The period of time (as defined under tripduration) spent away from your home onpre-booked business or leisure travel.Trip Duration

• For Multi trip cover - the maximum tripduration of up to 60 days. Trips within theUK are covered when you have pre-booked accommodation for a minimumof 3 days.

• For Single trip cover - the trip durationshown on your Policy Schedule.

UKEngland, Wales, Scotland, Northern Ireland, Isle ofMan and Channel Islands. ValuablesAntiques, jewellery or articles made of orcontaining gold, silver or other precious metals,precious or semi-precious stones, portable audio,visual, photographic and gaming equipmentincluding any associated media, binoculars, furs,laptops, mobile telephones, portable satellitenavigation and watches. Winter Sports Equipment Skis (including bindings), snow boards (includingbindings), boots, ski poles, ice skates and essentialclothes which you own or hire.We/Us/Our

FirstAssist who administer the insurance onbehalf of the insurer.

It is important that you also look at words withspecial meanings in section 7: Legal Advice andExpenses on page 28.

making a claim

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How to make a claim for any of the following:For all claims follow these simple steps:1. Check your Policy Schedule to see whether

you have the appropriate cover2. Find the relevant section listed below and

ensure that you have all the claims evidencewe require. All claims evidence must besupplied at your own expense in itsoriginal form

3. Telephone the Customer Helpline listed onpage 42 as soon as reasonably possible withyour policy number to hand. You will find thison your Policy Schedule

Please remember to keep copies of allcorrespondence you send to us for your futurereference.

section 1: Medical Emergency andRepatriation Expensessection 2: Cutting Short YourTripTo make a claim under these sections of yourpolicy you or anyone on your behalf mustcontact the Emergency Medical AssistanceHelpline (see page 42) as soon as possible, butwithin 48 hours, to authorise any expenses.To make a claim under this section of your policyyou must provide us with:• Tour Operator's booking invoice or other

evidence of your trip; and• Hospital, doctor, dentist, pharmacist receipts

and all receipts for additional expenses; and• Copy of your European Health Insurance Card

(EHIC), where appropriate

section 2: CancellationTo make a claim under this section of your policyyou must provide us with:• Tour Operator's booking invoice or other

evidence of your trip; and• Tour Operator's cancellation invoice or unused

flight tickets; or• Written confirmation that no refund is

available in respect of privately bookedaccommodation and evidence of payment forthat accommodation; and

• Confirmation from a medical practitioner thatyou or your travelling companion are not fitto travel; or

• Confirmation from the Clerk of the Courtsoffice that you are required for Jury Service; or

• Confirmation from your employer/yourpartner’s employer/your travellingcompanion’s employer of redundancy andperiod of employment or leave cancelled; or

• Confirmation from a relevant authority thatyou have been instructed to stay at/returnhome; or

• A copy of a death certificate, whereappropriate

section 3: Personal AccidentTo make a claim under this section of your policyyou must provide us with:• Tour Operator's booking invoice or other

evidence of your trip; and• Detailed medical report from your consultant;

or• A copy of a death certificate, where

appropriate

section 4: Personal LiabilityTo make a claim under this section of your policyyou must provide us with:• Tour Operator's booking invoice or other

evidence of your trip; and• Any claim form, summons, or other legal

document as soon as you receive them; and• Any reasonable information or help we need

to deal with the case and your claim

Please note you must not negotiate, pay, settle,admit or deny any claim without our writtenagreement.

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section 5: Travel Delay/MissedDepartureTo make a claim under this section of your policyyou must provide us with:• Tour Operator's booking invoice or other

evidence of your trip; and• Confirmation from the carrier of the reason

and duration of your delay; or • Confirmation from a garage/motoring

organisation that breakdown assistance wasprovided; or

• Confirmation of the delay to public transportfrom the company involved; or

• Confirmation from the Police (if involved) ofthe circumstances giving rise to the claim

section 6: Loss of ImportantDocumentsTo make a claim under this section of your policyyou must provide us with:• Tour Operator's booking invoice or other

evidence of your trip; and• Original Police report, obtained within 24

hours of the incident; and• Original receipts for obtaining temporary

documents

section 7: Legal Advice andExpensesTo make a claim under this section of your policyyou must telephone the Legal Expenses numberlisted on page 42.

section 8: Mugging Benefitsection 9: PersonalBaggage/Delayed Baggagesection 10: Personal Moneysection 11: Winter Sports

section 12: Golf CoverTo make a claim under any of these sections ofyour policy you must provide us with:• Tour Operator's booking invoice or other

evidence of your trip; and• Original Police report, obtained within 24

hours of the incident; or• Courier’s report/Property Irregularity Report

(PIR) from the carrier (this must be obtainedimmediately you are aware of an incident);and

• Proof of purchase (e.g. original receipts,valuations issued prior to the loss, cashwithdrawal slips and credit/debit cardstatements etc.); and

• Written estimate for the cost of repair orwritten confirmation that the item is damagedbeyond repair, where appropriate; and

• Household Contents policy details (pleasenote this will NOT affect your HouseholdInsurance premium or No Claims Discount);and

• A report from the resort manager or TourOperator confirming piste closure, whereapplicable; and

• Details of the length of your stay in hospital,where applicable

Further to the claims evidence listed, you may beasked to provide additional information tosubstantiate your claim.

making a claim

policy limitsand excesses

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section We will pay you up to Excess +(per insured person)

Medical Emergency and Repatriation £10,000,000 £50

Emergency Dental Treatment £500 £50

Hospital Benefit £1,000 (£50 per day) Nil

Meal Expenses Benefit £10 per day Nil

Cancellation £5,000 (optional upgrade up to £10,000) £50

Cutting Short your Trip £5,000 £50

Personal Accident

Permanent Total Disablement £25,000 (£2,500 if under 16 or over 64) Nil

Death £10,000 (£2,500 if under 16 or over 64) Nil

Personal Liability £2,000,000 £50

Travel Delay £250 (£30 for the first complete 12 hours, Nil£20 for every complete 12 hours after that)

Missed Departure £1,000 Nil

Loss of Important Documents £600 £50

Legal Advice and Expenses £25,000 £250*

Mugging Benefit £1,000 (£50 per day) Nil

Personal Baggage (optional) £1,500 £50

Single Article, Pair or Set of Articles £300 £50

Valuables £500 £50

Delayed Baggage £200 Nil

Personal Money (optional) £500 £50

Cash £300 (£50 if under 16) £50

Winter Sports (optional)

Winter Sports Equipment £500 (£100 if hired) £50

Ski Hire £300 (£20 per day) Nil

Ski Pack £400 (£200 per week) Nil

Piste Closure £300 (£30 per day) Nil

Golf Cover (optional)

Golf Equipment £1,000 £50

Single Article £300 £50

Golf Equipment Hire £400 (£50 per day) Nil

Green Fees £200 (£40 per day) Nil

*£250 compulsory excess applies to this section of your policy for legal expenses only.+ unless the excess waiver or increased excess option selected.

Medical Emergency andRepatriation ExpensesThis section of your policy explains the cover weprovide for medical emergency and repatriationexpenses whilst on your trip. Words with specialmeanings are printed in bold type and can be foundon pages 17 and 18.

What IS covered: 1. reasonable and necessary medical and

hospital expenses, including the cost of therescue service to take you to hospital; and

2. returning you to the UK provided this isauthorised by us or the Emergency MedicalAssistance Helpline; and

3. reasonable travel and room onlyaccommodation expenses for a travellingcompanion or resident in the UK to stay withyou and travel home with you if this isauthorised by us or the Emergency MedicalAssistance Helpline; and

4. funeral expenses abroad or the cost oftransporting your body or ashes to your home

We will pay you up to £10,000,000:• if you go into hospital or require any medical

assistance; and/or• if you have to return home early or extend

your trip; or• for reasonable and necessary funeral expenses

abroad; or• for transporting your body or ashes back to your

home;We will pay you up to £500 if:• you require emergency dental treatment for

the immediate relief of painWe will pay you £50 per day (up to a maximum

of £1,000) as a:• benefit for every complete 24 hour period

you are in hospital or confined to your tripaccommodation

We will pay you £10 for every 24 hour period:• towards meal expenses for the nominated

person who stays/travels with you

Please note we may instruct you to returnhome if our medical advisers and the medicalpractitioner treating you decide that you arefit to travel.

What IS NOT covered: • the excess (unless the appropriate additional

premium for excess waiver has been paid and isshown on your Policy Schedule or when usingan EHIC)

• the cost of any treatment or surgery (includingexploratory tests) in the UK (except for trips to theChannel Islands, where NHS treatment is notavailable)

• the cost of any medication or drugs which at thestart of your trip you know you will need

• the cost of any treatment or surgery (includingexploratory tests) which is not directly related tothe illness or injury for which you went into ahospital or clinic abroad

• the cost of any treatment or surgery (includingexploratory tests) which is as a result of yourparticipation in a winter sports activity (unlessyou have paid the additional Winter Sportspremium and this is shown on your PolicySchedule)

• any extra costs as a result of you arranging singleor private room accommodation at a hospital,clinic or nursing home, except where this isnecessary for your treatment and approved by theEmergency Medical Assistance Helpline in advance

• any provision of dentures, false limbs, hearing aids,contact or corneal lenses or prescription spectacles

• any in-patient, hospital, clinic or repatriationexpenses in excess of £500 which have not beenreported to and authorised by the EmergencyMedical Assistance Helpline in advance

• the cost of any treatment, surgery (includingexploratory tests), cosmetic or elective surgerywhich, in the opinion of the medical practitionertreating you or the Emergency Medical AssistanceHelpline can reasonably be delayed until youreturn home

• any taxi fares or other transport costs incurred inobtaining medical treatment, unless the taxi wasused for emergency ambulance purposes only

• any food, drinks, toiletries and faxes or phone callsother than to the Emergency Medical AssistanceHelpline telling them about the problem and forwhich you can provide a receipt or other evidenceto show the cost of the call and the number dialled

• any expenses that arise after we have instructedyou to return home if our medical advisers and themedical practitioner treating you decide you are fitto travel

• any expenses that arise after 12 months of treatment• anything specifically excluded under the General

exclusions section of your policy on page 38

22

section 1:

23

section 2:

Cancellation/CuttingShort your TripThis section of your policy explains the cover weprovide if you cancel or cut short your trip.Words with special meaning are printed in boldtype and can be found on pages 17 and 18.

Please note Cancellation cover terminates at thestart of your trip.

What IS covered: 1. unused non-refundable pre-booked travel and

accommodation expenses which you havepaid or are contracted to pay; and

2. unused non-refundable pre-bookedexcursions which you have paid or arecontracted to pay; and

3. reasonable additional travel andaccommodation expenses which you incurreturning to the UK which on medical adviceis necessary and unavoidable as a result ofbullet point 1 below.

Please note if you are cutting short your trippayments will be calculated on a pro-rata basistaking into consideration unused accommodationand excursions.

We will pay you up to £5,000 (unless a different limitis shown on your Policy Schedule) for your share ofthe cost of your trip as a result of:• the death, injury or illness, as certified by

a medical practitioner, of you, your relativeor colleague or travelling companion ora friend or relative with whom you hadarranged to stay; or

• your attendance at a court of law as a witnessor for Jury Service where postponement ofthe Jury Service has been denied by the Clerkof the Courts Office; or

• you or your travelling companion is a memberof the Armed Forces, Police, Ambulance, Fireor Nursing Service and authorised leave iscancelled due to an unexpected emergency ora posting overseas at the time of your trip; or

• you or your travelling companion areinstructed to stay at home (within 14 days ofyour departure date) or return home by arelevant authority due to severe damage toyour home or place of business in the UKcaused by serious fire, explosion, storm, flood,subsidence or burglary; or

• the Foreign & Commonwealth Office (FCO)declaring either of the following:• your compulsory quarantine preventing

you from travelling• your destination is unsafe to visit and

they advise against all travel; or• your redundancy or that of your travelling

companion or your spouse (including a civilpartner or co-habitee); or

• your cancellation of the trip as a result of aTravel Delay (section 5) where the delay is inexcess of 12 hours from the first internationaldeparture time specified in your officialitinerary

Please note we may instruct you to returnhome if our medical advisers and the medicalpractitioner treating you decide that you arefit to travel.


premium for excess waiver has been paid and isshown on your Policy Schedule)

• any claim as a result of your decision tocancel/cut short your trip for reasons otherthan those listed within this section

• any additional expenses resulting from you notcancelling or cutting short your trip as soon asreasonably possible

• any claim as a result of your failure to have therequired passport or visa

• any claim as a result of the failure in provisionof any service connected with your tripincluding error, omission, financial failure, ordefault of, or by the provider of, any service,travel agent, tour operator or organiser throughwhom you booked the trip

• any claim as a result of death or illness of anypet or animals with exception of guide dogs

• any claim as a result of your disinclination totravel or personal or financial circumstances(other than you being made redundant)

• any loss in respect of Air Passenger Duty (thiscan be reclaimed by you through your travel agent or airline) or credit card charges

• any claim as a result of the death, injury orillness of any person if their specific medicalcondition was known on or before the dateyour Policy Schedule is issued or on or beforethe date you booked your trip, whichever islater

• any claim as a result of your late arrival at theairport, port or station after check-in orbooking-in time

• any claim as a result of the operation of law orany unlawful or criminal proceedings of anyoneon whom the trip depends, other thanattendance as a witness at a Court of Law

• any claim as a result of strike, industrial action,delays or disruptions if the situation exists, or ispublicly declared on or before the date yourPolicy Schedule is issued or on or before thedate you booked your trip, whichever is later

• any additional travel and accommodationexpenses incurred that are not considerednecessary or authorised by the EmergencyMedical Assistance Helpline in advance

• any loss of enjoyment of the trip howevercaused

• any claim as a result of your participation in awinter sports activity (unless you have paid theadditional Winter Sports premium and this isshown on your Policy Schedule)

• any unused or refundable portion of youroriginal travel ticket where repatriation hasbeen made

• any claim as a result of your failure to have apre-paid return ticket to the UK at the startof your trip unless otherwise agreed by usin writing

• anything specifically excluded under theGeneral exclusions section of your policy onpage 38

Please note you cannot claim under both thissection and section 5: Travel Delay/MissedDeparture for the same event or series of events.

Personal Accident This section of your policy explains the cover weprovide for a personal accident whilst on yourtrip. Words with special meanings are printed inbold type and can be found on pages 17 and 18.

What IS covered: 1. permanent total disablement as a result of

an accident; or2. permanent loss of or loss of use of one or

more limbs as a result of an accident; or3. permanent and complete loss of all sight in

one or both eyes as a result of an accident; or4. death as a result of an accidentWe will pay you £25,000 (limited to £2,500 if you areunder the age of 16 years or over the age of 64 yearsat the time of the accident) for your:• permanent total disablement as a result of

an accident; or• permanent loss of or loss of use of one or

more limbs as a result of an accident; or• permanent and complete loss of all sight in

one or both eyes as a result of an accidentWe will pay your legal personal representative(s)£10,000 (limited to £2,500 if you are under theage of 16 years or over the age of 64 years at thetime of the accident) for your:• death as a result of an accident

Please note the maximum amount of all benefitswe will pay under this section for one or moreaccidents sustained by you shall not exceed£25,000.

What IS NOT covered: • any claim which does not occur within 12

months of the accident• any claim as a result of a business trip within

the UK unless you are travelling as a fare payingpassenger on public transport


24

section 2: section 3:

section 4:

25

Personal Liability This section of your policy explains the cover weprovide for personal liability whilst on your trip.Words with special meanings are printed in boldtype and can be found on pages 17 and 18.

What IS covered: 1. injury, illness, death or disease to another

person that you cause; and2. loss of or damage to another person’s

property that you causeWe will pay you up to £2,000,000 for:• legal costs and expenses you become legally

liable to pay as compensation for any incidentor series of incidents; and

• your costs and expenses that we have agreedin writing

Please note our total liability under this sectionfor any one incident or series of incidents shallnot exceed £2,000,000.

You must send us any claim form, summons orother legal documents as soon as you receivethem. You must also give us any information andhelp we need to deal with the case and your claim.You must not negotiate, pay, settle, admit or denyany claim without our written agreement.



• any claim as a result of a business trip withinthe UK unless you are travelling as a fare payingpassenger on public transport

• any claim arising directly or indirectly for anyliability for injury, illness, death or disease toanother person or loss of or damage to anotherperson’s property:

a) where indemnity is provided under any other insurance

b) which is suffered by anyone who is under a contract of service with you or any member of your family and is caused by the work you employ them to do

c) which is caused by any deliberate, unlawful, malicious or wilful act or omission by you

d) which is made against you by a relativee) which is caused by your ownership,

care, custody or control of any animalf) which falls on you by agreement and

would not have done if such agreement did not exist

g) which is caused by your employment, profession or business or that of any member of your family

h) which is subject to any criminal proceedings

i) which is due to your ownership, possession or use of vehicles, aircraft, watercraft, firearms or explosive devices

j) which is caused by your ownership or occupation of land or buildings (other than occupation only of any temporary residence, with the exception oftime-share)

• anything specifically excluded under the General exclusions section of your policy on page 38

Travel Delay/MissedDepartureThis section of your policy explains the cover weprovide for travel delay or missed departure whilston your trip. Words with special meanings areprinted in bold type and can be found on pages 17and 18.

What IS covered: 1. a delay resulting in you departing at least 12

hours after your original scheduled departuretime; and

2. abandonment of your trip following a 12 hourdelay at your first international departurepoint in the UK; and

3. arriving too late (as shown on your ticket) toboard your booked transport at your lastdeparture point from the UK or your lastdeparture point for your return to the UK as aresult of:a) public transport services failing to get

you to your departure point due to strike, industrial action, adverse weather conditions, mechanical failure or direct involvement in an accident; or

b) the private motor vehicle in which youare travelling being directly involved in an accident or breaking down

We will pay you £30 as a:• benefit for the first complete 12 hours of your

delay, thenWe will pay you £20 (up to a maximum of £250) as a:• benefit for every complete 12 hour delay after

that; orWe will pay you up to £5,000 to:• refund your share of the cost of your trip as

a result of point 2 above (under section 2:Cancellation/Cutting Short your Trip); or

We will pay you up to £1,000 for:• your reasonable and necessary extra travel

and accommodation expenses (room only) toallow you to get to your trip destination orto return home as result of point 3 above

Please note for residents of the Channel Islands,Northern Ireland and Isle of Man, cover will also beprovided for the cost of a flight or sea vessel journeyinterconnecting with the last flight or sea vesseljourney from the international departure point fromor to mainland UK or other European terminal.

What IS NOT covered: • any trips within the UK (except for trips to the

Channel Islands)• any claim unless you have written confirmation

from the carrier or their handling agentsdetailing the reason for the delay, the scheduleddeparture time and the actual departure time

• any additional expenses incurred as a result of adelay to your original scheduled departure time

• any claim where the carrier or their handlingagents provide alternative transport whichdeparts within 12 hours of the originalscheduled departure time

• any claim as a result of the airline over bookingyour flight

• any claim as a result of strike or industrialaction, delays or disruptions arising fromweather conditions which had started or werepublicly declared on or before the date yourPolicy Schedule is issued or on or before the dateyou booked your trip, whichever is later

• any claim as a result of your failure to check-inat your departure point by the time shown onyour travel itinerary except in thosecircumstances outlined in point 3 opposite

• any claim as a result of heavy traffic, roadclosures or an accident that you are not directlyinvolved in

• any claim as a result of your failure to allowsufficient time for the public transport to arriveon schedule and deliver you to your departurepoint

• any claim as a result of your private motorvehicle in which you are travelling not havingbeen properly serviced and maintained, in theevent of vehicle breakdown


26

section 5:

section 6:

27

Loss of ImportantDocumentsThis section of your policy explains the cover weprovide for lost or stolen important documentswhilst on your trip. Words with special meaningsare printed in bold type and can be found onpages 17 and 18.

What IS covered: 1. loss or theft of your passport; and2. loss or theft of your driving licence; and3. loss or theft of your travel documentsWe will pay you up to £600 for:• a temporary replacement passport whilst on

your trip; and• a replacement passport when you are back in

the UK; and• the replacement or restoration of your driving

licence and travel documents listed above;and

• your reasonable travel and accommodationexpenses in obtaining replacement documentswhilst on your trip



• any claim for the loss or theft of items that arenot kept on your person or not deposited in asafe or safety deposit box, or similar lockedfixed receptacle in your trip accommodation

• any claim for items packed in suitcases or othersimilar personal baggage or in containers,which are out of sight and out of personalcontrol where you are not in a position toprevent unauthorised interference with yourproperty

• any claim for the loss of your passport notreported to the Police and the ConsularRepresentative of the relevant issuing countrywithin 24 hours of discovery and a writtenreport is not obtained from them

• any claim for the loss of your driving licence ortravel documents not reported to the Policewithin 24 hours of discovery and a writtenreport is not obtained from them

• any claim for loss or damage arising fromconfiscation or detention by Customs or otherofficials

• anything specifically excluded under the Generalexclusions section of your policy on page 38

Legal Advice andExpensesThis section of your policy explains the cover weprovide for legal advice and expenses whilst onyour trip. Words with special meaning areprinted in bold type and can be found on pages17, 18 and this page.

Legal Advice and Expenses wordswith special meanings The words set out below only apply to thissection of the policy:Costs and Expenses

a) Legal costs - All reasonable and necessary costs chargeable by the representative on a standard basis

b) Opponents’ costs - Costs incurred by opponents in civil cases

Date of OccurrenceThe date of the event which may lead to a claim.If there is more than one event arising at differenttimes from the same cause, the date ofoccurrence is the date of the first of theseevents.RepresentativeThe lawyer or other suitably qualified person whohas been appointed by us to act for you inaccordance with the terms of this section.

What IS covered: 1. reasonable and necessary costs and expenses

to claim against a third party who causes thedeath of or injury to you; and

2. confidential free legal advice over the phoneon any personal legal problem, if the incidentoccurs in or under the laws of the membercountries of the European Union, the Isle ofMan, the Channel Islands, Norway andSwitzerland

We will pay you up to £25,000 for:• reasonable and necessary costs and expenses

We agree to provide the cover in this section aslong as:

• any legal proceedings will be dealt with by thecourt or other body which we agree to in theterritorial limit; and

• for civil claims it is always more likely than notthat you will recover damages (or other legalremedy which we have agreed to) or make asuccessful defence28

section 7:

29

section 7:

What IS NOT covered: • the excess• any claim as a result of death or injury which

develops gradually or is not caused by anaccident

• defending your legal rights (however defendinga counter-claim is covered)

• any claim reported to us more than 180 daysafter you should have known about the insuredincident

• any fines, penalties, compensation or damageswhich you are ordered to pay by a court orother authority

• any claim as a result of an incident intentionallybrought about by you

• any claim as a result of your alleged dishonestyor alleged violent behaviour

• any costs and expenses that are incurred wherewe agree a contingency fee arrangement withthe representative

• any claim as a result of you driving a motorvehicle for which you do not have valid motorinsurance

• any claim against us, the insurer or their agents• any cost and expenses incurred before our

written acceptance of the claim• any claim as a result of written or verbal

remarks which damage your reputation• any application for Judicial Review• any legal action that you take which we or the

representative have not agreed to or whereyou do anything that hinders us or therepresentative

• any claim as a result of deep vein thrombosisor its symptoms that result from you travellingby air

• any claim against a relative• any claim where the General conditions

applying to section 7: Legal Advice andExpenses have not been followed


General conditions applying tosection 7: Legal Advice andExpenses: 1. You must:

a) take reasonable steps to keep any amountwe have to pay as low as possible; and

b) send everything we ask for in writing; andc) give us full details in writing of any claim as

soon as possible and give us any informationwe need

2. a) We can take over and conduct in your nameany claim or legal proceedings at any time;and

b) We can negotiate any claim on your behalf;and

c) You are free to choose a representative (bysending us a suitably qualified person’s nameand address) if:i) we agree to start court proceedings

and it becomes necessary for a lawyer to represent your interests in those proceedings; or

ii) there is a conflict of interestWe may choose not to accept yourchoice, but only in exceptional circumstances. If there is a disagreement over the choice of representative in these circumstances, you may choose another suitably qualified person

d) In all circumstances except those in 2 c)above, we are free to choose arepresentative

e) Any representative will be appointed by usto represent you according to our standardterms of appointment. The representativemust co-operate fully with us at all times

f) We will have direct contact with therepresentative

g) You must co-operate fully with us and therepresentative and must keep us up to datewith the progress of the claim

h) You must give the representative anyinstructions that we require

3. a) You must tell us if anyone offers to settle aclaim

b) If you do not accept a reasonable offer tosettle a claim, we may refuse to pay furthercosts and expenses

c) We may decide to pay you the amount ofdamages that you are claiming, or which isbeing claimed against you, instead ofstarting or continuing legal proceedings

4. a) You must tell the representative to havecosts and expenses taxed, assessed oraudited, if we ask for this

b) You must take every step to recover costsand expenses that we have to pay, and mustpay us any costs and expenses that arerecovered

5. If the representative refuses to continue acting for you with good reason or if youdismiss the representative without goodreason, the cover we provide will end at once,unless we agree to appoint anotherrepresentative

6. If you settle a claim or withdraw it withoutour agreement, or do not give suitableinstructions to a representative, the cover weprovide will end at once and we will beentitled to reclaim any costs and expenseswe have paid

7. If we and you disagree about the choice ofrepresentative, or about the handling of aclaim, we and you can choose anothersuitably qualified person to decide the matter.We must both agree to the choice of thisperson in writing. Failing this, we will ask thepresident of a relevant national law society tochoose a suitably qualified personAll costs of resolving the disagreement must be paid by the party whose argument is rejected

8. We may, at our discretion, require you toobtain, at your expense, an opinion from alawyer or other suitably qualified personchosen by you and us, as to the merits of aclaim or proceedings. If the chosen person’sopinion indicates that it is more likely thannot that you will recover damages (or obtainany other legal remedy that we have agreedto) or make a successful defence, we will paythe cost of obtaining the opinion

9. We will not pay any claim covered under anyother policy, or any claim that would havebeen covered by any other policy if this policydid not exist

10. All Acts of Parliament mentioned in yourpolicy include equivalent laws in Scotland,Northern Ireland, the Isle of Man and theChannel Islands as the case may be

30

section 7:

31

section 8:

Mugging BenefitThis section of your policy explains the cover weprovide if you are hospitalised as a result of amugging whilst on your trip. Words with specialmeanings are printed in bold type and can befound on pages 17 and 18.

What IS covered: 1. your hospital admittance as a result of

muggingWe will pay you £50 (up to a maximum of £1,000)as a:• benefit for every complete 24 hour period

you are in hospital

What IS NOT covered: • any claim if you do not obtain a Police report of

the mugging and confirmation of your injuriesand period of in-patient treatment from thehospital


Personal Baggage/Delayed Baggage This section only applies if you have chosen toinclude this cover and this is shown on yourPolicy Schedule.

This section of your policy explains the cover weprovide for your personal baggage and delayedbaggage whilst on your trip. Words with specialmeanings are printed in bold type and can be foundon pages 17 and 18.

What IS covered: 1. loss or theft of or damage to your personal

baggage; andWe will pay you up to £1,500 to:• replace, reinstate or repair your personal baggage

Claims will be considered on a new for old basisprovided the item is less than 2 years old at the dateof the incident and you are able to provide theoriginal purchase receipt. All other items will besubject to a suitable deduction for wear and tearand depreciation or we may at our option replace,reinstate or repair the lost, stolen or damagedpersonal baggage. Please note we may not payyour claim if you are unable to provide any originalreceipts, proofs of purchase or insurance valuations(issued before the loss, theft or damage). You mustretain all damaged items for inspection, if required.

2. your personal baggage being mislaid on youroutward journey for more than 12 hours fromthe time you arrive at your trip destination

We will pay you up to £200 to:• purchase essential toiletries, medication and

clothing (in the event of point 2 above)

You must keep all receipts for essential purchasesmade and any amount paid will be deductedfrom the final claim settlement under this sectionif the items are permanently lost.



• any claim over £300 for one article, pair or setof articles which are complementary or used orworn together

• any claim over £500 in total for valuables

• any loss or theft of your personal baggage thatyou do not report to the Police within 24 hoursof discovery and for which you do not get awritten report from them

• any loss or theft of or damage to your personalbaggage whilst in the custody of an airline orother carrier unless you report it immediately ondiscovery to the carrier and get a written report.In the case of an airline you will need a PropertyIrregularity Report (PIR)

• any winter sports equipment (this is coveredunder the Winter Sports section, if theappropriate additional premium has been paid)

• any golf equipment (this is covered under theGolf Cover section, if the appropriate additionalpremium has been paid)

• any loss or theft of or damage to fragile articles,contact or corneal lenses, spectacles, prescriptionsunglasses, bicycles or business goods or samples

• any loss or theft of or damage to sportsequipment whilst in use

• any loss of or damage to your personal baggagecaused by normal wear and tear, gradualdeterioration or mechanical or electricalbreakdown, decay, moth, vermin, atmospheric orclimatic conditions

• any loss or theft of your personal baggage leftout of sight and out of personal control in publicplaces where you are not in a position toprevent unauthorised interference with yourproperty e.g. station, airport, restaurant,beach, etc.

• any loss or theft of or damage to your valuablesunless they are at all times attended by you, orleft in hotel security, safety deposit box, safe orsimilar locked fixed receptacle

• any loss or theft of your personal baggage orvaluables from an unattended vehicle unlessbetween the hours of 09:00 and 21:00 andlocked in the boot, covered luggage area orlocked glove compartment and followingphysical evidence of forcible entry and reportedto the Police within 24 hours of discovery and awritten report is obtained from them

• any loss of or damage to your valuables (otherthan wedding rings) while you are swimming

• any loss or theft of your personal baggage leftin the custody of a person who does not haveofficial responsibility for the safekeeping of theproperty

• any delayed baggage claim without a proof ofpurchase

• anything specifically excluded under the Generalexclusions section of your policy on page 38

32

section 9:

33

section 10:

Personal MoneyThis section only applies if you have chosen toinclude this cover and this is shown on your PolicySchedule.

This section of your policy explains the cover weprovide for your personal money whilst on yourtrip. Words with special meanings are printed inbold type and can be found on pages 17 and 18.

What IS covered: 1. loss or theft of your personal moneyWe will pay you up to £500 to:• reimburse your personal money

We agree to provide the cover in this section aslong as:

• you have taken reasonable care in protectingyour personal money and documents againstloss, theft or damage; and

• you have notified the Police within 24 hours ofdiscovery and obtained a written report fromthem and enclose this with your claim form



• any claim over £300 (£50 in respect of childrenunder the age of 16 years) for cash

• any loss or theft of your personal money that isnot on your person or not deposited in a safe orsafety deposit box, or similar locked fixedreceptacle in your trip accommodation

• any personal money packed in a suitcase orother similar personal baggage or in containerswhich are out of sight and out of personalcontrol where you are not in a position toprevent unauthorised interference with yourproperty

• any loss or damage arising from confiscation ordetention by Customs or other officials

• any depreciation in value, currency changes orshortage caused by any error or omission


Winter Sports This section only applies if you have chosen toinclude this cover and this is shown on your PolicySchedule. If you are participating in a winter sportstrip you must take out this section of cover inorder to claim against any section of your policy.

This section of your policy explains the cover weprovide for winter sports whilst on your trip.Words with special meanings are printed in boldtype and can be found on pages 17 and 18.

Cover is provided under this section (up to amaximum of 24 days in total during the insuranceperiod if you have multi trip insurance or for thetrip duration if you have single trip insurance)whilst you are on a trip which includes skiing,snowboarding, or participating in any snow or iceactivities including off-piste skiing (provided youare accompanied by a qualified ski instructor whoholds the appropriate liability insurance and thatthere are no avalanche warnings current).

What IS covered: 1. loss or theft of or damage to your winter sports

equipment; and2. your hire of winter sports equipment if required

as a result of point 1 above; and3. your hire of winter sports equipment if required as

a result of the misdirection or delay on youroutward journey of your winter sports equipmentfor more than 12 hours; and

4. reimbursement of any unused ski pack, ski hire ortuition fees as a result of your accident or sickness;and

5. loss or theft of your ski pass; and6. piste closure, if you are unable to ski for a

continuous period in excess of 12 hours as a resultof:• lack of snowfall• excessive snowfall • bad weather

We will pay you up to £500 (£100 if winter sportsequipment is hired) to:• replace, reinstate or repair your winter sports

equipment

Claims will be considered on a new for old basisprovided the item is less than 2 years old at thedate of the incident and you are able to providethe original purchase receipt. All other items willbe subject to a suitable deduction for wear andtear and depreciation or we may at our optionreplace, reinstate or repair the lost, stolen ordamaged winter sports equipment. Please notewe may not pay your claim if you are unable toprovide any original receipts, proofs of purchaseor insurance valuations (issued before the loss,theft or damage). You must retain all damageditems for inspection, if required.

We will pay you £20 per day (up to a maximum of£300) for:• your hire of winter sports equipment in relation

to points 2 and 3 aboveWe will pay you up to £200 per 7 day period (up to amaximum of £400) to:• reimburse you the proportionate value of any

unused ski pack in relation to points 4 and 5 aboveWe will pay you £30 per day (up to a maximum of£300):• as a benefit in relation to point 6 above; or• towards transportation costs to travel to an

alternative site in relation to point 6 above

34

section 11:

35

section 11:

What IS NOT covered: • the excess for claims under point 1 (unless the

appropriate additional premium for excesswaiver has been paid and is shown on yourPolicy Schedule)

• any claim as a result of participation in off-pisteskiing whereby you are not accompanied by aqualified ski instructor who holds theappropriate liability insurance

• any claim as a result of participation in wintersports activities when avalanche warnings arecurrent

• any claim as a result of participation in wintersports activities undertaken in the UK and inEurope outside the period from 15th Decemberto 15th April in relation to point 6

• any loss or theft of or damage to your wintersports equipment whilst in use

• any loss of or damage to your winter sportsequipment arising from confiscation ordetention by Customs or other officials

• any loss of or damage to your winter sportsequipment caused by normal wear and tear,gradual deterioration or mechanical orelectrical breakdown, decay, moth, vermin,atmospheric or climatic conditions

• any loss or theft of or damage to your wintersports equipment whilst in the custody of anairline or other carrier unless you report itimmediately on discovery to the carrier and geta written report. In the case of an airline youwill need a Property Irregularity Report (PIR)

• any loss or theft of your winter sportsequipment or ski pass that you do not report tothe Police within 24 hours of discovery and forwhich you do not get a written report fromthem

• any loss or theft of your winter sportsequipment or ski pass left out of sight and outof personal control in public places where youare not in a position to prevent unauthorisedinterference with your property e.g. station,airport, restaurant etc.

• any loss or theft of your winter sportsequipment or ski pass from an unattendedvehicle unless between the hours of 09:00 and21:00 whereby your winter sports equipmentwas secured within a purpose built and lockedcontainer fastened to the exterior of the vehicleand following physical evidence of forcibleentry and reported to the Police within 24hours of discovery and a written report isobtained from them

• any loss or theft of your winter sportsequipment or ski pass left in the custody of aperson who does not have official responsibilityfor the safekeeping of the property

• any claim that is not confirmed as medicallynecessary by the Emergency Medical AssistanceHelpline and where a medical certificate has notbeen obtained from the attending medicalpractitioner confirming that you are unable toski and unable to use the ski pack facilities

• any claim as a result of piste closure which is notsubstantiated by a report from the resortmanagement or your tour operator

• any claim as a result of piste closure which wasknown to you on or before the date your PolicySchedule is issued or on or before the date youbooked your trip, whichever is earlier


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section 12:

Golf CoverThis section only applies if you have chosen toinclude this cover and this is shown on your PolicySchedule.

This section of your policy explains the cover weprovide for golf trips. Words with special meaningsare printed in bold type and can be found on pages17 and 18.

What IS covered: 1. loss or theft of or damage to your golf

equipment; and2. the cost of hiring golf equipment; and3. the loss of pre-booked and non-refundable

green fees We will pay you up to £1,000 to:• replace, reinstate or repair your golf equipment

which is lost, stolen or damaged

Claims will be considered on a new for old basisprovided the item is less than 2 years old at the dateof the incident and you are able to provide theoriginal purchase receipt. All other items will besubject to a suitable deduction for wear and tearand depreciation or we may at our option replace,reinstate or repair the lost, stolen or damaged golfequipment. Please note we may not pay your claimif you are unable to provide any original receipts,proofs of purchase or insurance valuations (issuedbefore the loss, theft or damage). You must retainall damaged items for inspection, if required.

We will pay you up to £50 per day (up to amaximum of £400) to:• cover the cost of hiring golf equipment in the

event your golf equipment is lost, stolen ordelayed on your outward journey for over 12hours from the time you arrived at your tripdestination

You must keep all receipts for the hire of golfequipment and enclose them with your claimform.

We will pay you up to £40 per day (up to amaximum of £200) for:• the loss of pre-booked and non-refundable

green fees if the pre-booked course at yourtrip destination becomes unplayabledue to adverse weather conditions

What IS NOT covered: • the excess for claims under point 1 (unless the

appropriate additional premium for excesswaiver has been paid and is shown on yourPolicy Schedule)

• any claim over £300 for any one article• any claim as a result of your disinclination to

play• any loss or theft of or damage to your golf

equipment whilst in use• any loss or theft of your golf equipment that

you do not report to the Police within 24 hoursof discovery and for which you do not get awritten report from them

• any loss or theft of or damage to your golfequipment whilst in the custody of an airline orother carrier unless you report it immediatelyon discovery to the carrier and get a writtenreport. In the case of an airline you will need aProperty Irregularity Report (PIR)

• any loss of or damage to your golf equipmentcaused by normal wear and tear, gradualdeterioration or mechanical or electricalbreakdown, decay, moth, vermin, atmosphericor climatic conditions

• any loss or theft of your golf equipment leftout of sight and out of personal control inpublic places where you are not in a position toprevent unauthorised interference with yourproperty e.g. station, airport, clubhouse etc.

• any loss or theft of your golf equipment froman unattended vehicle unless between the hoursof 09:00 and 21:00 and locked in the boot orcovered luggage area and following physicalevidence of forcible entry and reported to thePolice within 24 hours of discovery and awritten report is obtained from them

• any loss or theft of your golf equipment left inthe custody of a person who does not haveofficial responsibility for the safekeeping of theproperty


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exclusionsand conditionsGeneral conditions applying toyour policy1. We promise to act in good faith in all our

dealings with you2. We may not pay your claim if you do not:

• take all possible care to safeguard against accident, injury, loss, damage or theft; and

• give us full details of any incident which may result in a claim under your policy as soon as is reasonably possible; and

• pass on to us every claim form, summons, legal process, legal document or other communication in connection with the claim; and

• provide all information and assistance that we may reasonably require at yourexpense (including, where necessary, medical certification and details of yourhousehold insurance)

3. You must not admit liability for any event, oroffer to make any payment, without our priorwritten consent

4. The terms of your policy can only be changedif we agree. We may require youto pay an additional premium before making achange to your policy

5. You must be registered with a UK GeneralPractitioner and have your main place of workin the UK

6. You must start each trip from your home orplace of business in the UK and return to yourhome or place of business in the UK at the endof each trip, within the permitted tripduration, unless otherwise agreed by us

7. You agree that we can:• make your policy void where any

claim is found to be fraudulent; and• share information with other Insurers to

prevent fraudulent claims via a register ofclaims. A list of participants is available onrequest. Any information you supply on aclaim, together with information you havesupplied at inception of your policy and otherinformation relating to a claim, may beprovided to the register participants; and

• take over and act in your name in thedefence or settlement of any claim madeunder your policy; and

• take proceedings in your name but at ourexpense to recover for our benefit theamount of any payment made under yourpolicy; and

• obtain information from your medicalrecords (with your permission) for thepurpose of dealing with any cancellation ormedical claims. No personal information willbe disclosed to any third party withoutyour prior approval

8. We will not pay you more than the amountsshown in the policy limits and excesses as listedon page 21

9. You agree that we only have to pay aproportionate amount of any claim where thereis another insurance policy in force covering thesame risk. You must give us details of suchother insurance

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11. Confiscation or destruction of property byany Customs, Government or other Authorityof any country

12. Engaging in hazardous activities which are notaccepted in writing by us

13. Wilfully self-inflicted injury or illness orsolvent abuse

14. The misuse of alcohol or you being under theinfluence of alcohol or drugs (except thoseprescribed by your registered medicalpractitioner, but not when prescribed for thetreatment of drug addiction)

15. Your suicide or attempted suicide or puttingyourself at risk unless you are attempting tosave a human life

16. Any dishonest, malicious or criminal actcommitted by you or any person with whomyou are in collusion, or insurance arranged incircumstances where a claim might reasonablybe anticipated

17. You choosing to extend your trip beyond thepermitted trip duration

18. Claims, other than under section 1: MedicalEmergency and Repatriation Expenses andsection 3: Personal Accident, for any actual oranticipated failure of any computer orelectronic device, or component or system orembedded programming or software (whetheror not belonging to you or in your possession)

19. Psychiatric disorders, depression, anxiety,stress or phobias

20. You having HIV (Human ImmunodeficiencyVirus) and/or any HIV related illnessesincluding AIDS (Acquired Immune DeficiencySyndrome) and/or any mutant derivatives orvariations thereof however caused

21. Your participation in winter sports unless theappropriate additional premium has been paidand is shown on your Policy Schedule

22. Any losses that are not directly associatedwith the incident that caused you to claim,for example, loss of earnings due to beingunable to return to work following injury orillness happening while on a trip or the costof replacing locks in the event that keys arelost while on a trip.

23. Any amount recoverable from any othersource

General exclusions applying toyour policyYour policy does not cover you for any claimdirectly or indirectly resulting from any of thefollowing:1. Any pre-existing medical condition (unless

terms are agreed in writing by us)2. Any costs arising from your pregnancy or

childbirth if the expected date of delivery isless than 12 weeks (16 weeks for a multiplepregnancy) after the end of your trip

3. Your failure to obtain any recommendedvaccines, inoculations or medications prior toyour trip

4. You travelling against the advice of a medicalpractitioner or for the purpose of havingmedical treatment on the trip

5. You or your travelling companion havingreceived a terminal prognosis, unless inrespect of section 2: Cancellation/CuttingShort your Trip the terminal prognosis wasreceived after the date of booking the trip

6. War, terrorist action (Section 3 - PersonalAccident), invasion, act of foreign enemy,hostilities (whether or not war has beendeclared), civil war, rebellion, military orusurped power, riot or civil commotion, or ifyou have deliberately put yourself in danger.

This exclusion does not apply for claims madeunder section 1: Medical Emergency andRepatriation Expenses.

7. A material fact that you fail to disclose to usbefore the start of the insurance period

8. Any travel undertaken against Foreign &Commonwealth Office (FCO) advice or whereit is deemed unsafe for you to travel. If youare unsure, please contact them on 0845 8502829 or www.fco.gov.uk/knowbeforeyougo

9. Ionising radiations or contamination byradioactivity from any nuclear fuel or anynuclear waste from the combustion ofnuclear fuel, or the radioactive toxic explosiveor other hazardous properties of anyexplosive nuclear machinery or parts

10. Pressure waves caused by aircraft and otheraerial devices travelling at sonic or supersonicspeeds

exclusionsand conditions

39

Although we aim to please, we want you to tell us if you have problems.Action you can take. First contact:

Halifax Travel Insurance Centre1 Drake CircusPlymouthPL1 1QH

Or if it involves a claimThe Claims ManagerHalifax Travel Claims DepartmentPO Box 1037Oakleigh HouseCardiffCF11 1HU

If this does not settle the matter, you can write to:Customer Relations OfficeFirstAssist insurance Services Limited1 Drake CircusPlymouthPL1 1QHTelephone: 0870 060 0190Fax: 01752 258564

If you are still not happy, you can contact the Financial Ombudsman Service at:Insurance Division Financial Ombudsman ServiceSouth Quay Plaza183 Marsh WallLondon E14 9SRUnited Kingdom

If you make a complaint, it will not affect your right to take legal action. A copy of our detailedcomplaints procedures is available on request.

complaints procedure

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data protectionnoticeIntroductionPlease make sure that you read and understand this Data Protection notice as it explains to youwhat we will do with the information that you give us. If you apply for our products and/or servicesit is highly likely that we will need both personal and sensitive data about yourself and anyone elsewho is covered by the application form in order to administer the insurance policy and any claimswhich may arise.

You should show this notice to any other person covered under your insurance policy. If yourapplication includes other individuals we will assume that they have given their consent to you foryou to give their information to us.

THE DATA CONTROLLER

The Data Controller is FirstAssist Insurance Services Limited.

PROTECTION OF YOUR PERSONAL DATA

The security of your personal information is very important to us and we are compliant with allcurrent data protection legislation. All personal information that you supply to us either in respectof yourself or other individuals in connection with our products and/or services will be treated inconfidence by us and will be held by us for the purpose of providing and administering ourproducts and services. This may involve the collection and processing of sensitive data (as defined inthe Data Protection Act 1998) and if you complete an application form for our products and/orservices you will be giving your consent to such information being processed by us (which mayinclude other companies within the FirstAssist Group) or our agents.

Your personal and sensitive data may also be shared with the underwriter of our insuranceproducts. It may be necessary to pass your personal and sensitive data to other companies forprocessing on our behalf. Some of these companies may be based outside Europe in countrieswhich may not have the laws to protect your personal data, but in all cases we will ensure that it iskept securely and only used for the purposes for which it was provided.

INACCURATE DATA

If you believe that we are holding inaccurate information about you, please contact the teamresponsible for administering your policy and they will be happy to correct any errors.

TELEPHONE CALLS

We may monitor and record telephone calls to help us provide a higher level of service.

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FRAUD PREVENTION, DETECTION & CLAIMS HISTORY

In order to prevent and detect fraud we may at any time:• Share information about you with other organisations and public bodies including the Police;• Check and/or file your details with fraud prevention agencies and databases, and if you give us false orinaccurate information and we suspect fraud, we will record this.

We and other organisations may also search these agencies and databases to;- Help make decisions about the provision and administration of insurance, credit and related servicesfor you and members of your household;- Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurancepolicies;- Check your identity to prevent money laundering, unless you furnish us with other satisfactory proofof identity;- Undertake credit searches and additional fraud searches.

We can supply on request further details of the databases we access or contribute to.

CUSTOMER SATISFACTION SURVEYS

We aim to continuously improve the services we offer to our customers. Occasionally we carry outcustomer satisfaction surveys which may be for our own benefit or for more general interest, and wemay need to collect further information about you in connection with them. Surveys will usually becarried out by FirstAssist but in some circumstances we will use an external firm. Your participation insuch a survey is entirely optional but your help and feedback would be appreciated.

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important telephonenumbersCustomer helplinesYou will need to have your policy number available whenever you contact any helpline. You will findthis on your Policy Schedule.

Customer Helpline for amendments or general information0845 070 1956#

Customer Helpline for claims0845 604 9839#

Emergency Medical Assistance Helpline+44 (0) 208 763 3283

Email contacts:An on-line new case notification form is available on the FirstAssist website:www.FirstAssist.co.uk Click on: Assistance services/Claims information

Legal assistance0870 850 4566Outside the UK +44 (0) 1455 254 168

Halifax pre-travel advice0208 763 3350

FCO travel advice line0845 850 2829#

Foreign money service0845 246 0006#

European Health Insurance Card application line0845 606 2030#

FSA consumer helpline0845 606 1234#

Additional needs

We are committed to meeting the needs of all ourcustomers. If you have a hearing or speech impairment youcan use Typetalk whenever you contact us, or contact ususing Textphone on 0800 316 0775 (lines open Mon-Fri 8am-8pm, Sat 8am-5pm). For visually impaired customers, we canprovide documents in large print, Braille or on audiocassette. Please speak to one of our colleagues.#Calls from BT landlines will cost a maximum of 4p per minute, plus a 6p call set-up charge.The call price is correct as at January 2008. The price of calls from other telephone companies will vary.

It’s easy toget in touch

Home Insurance 0800 028 2498 quoting reference TRAV

Car Insurance 0800 032 9085 quoting reference HXTR

Pet Insurance 0845 201 1752# quoting reference TRA1

Healthcare 0800 107 4378 quoting reference 7627Credit Card Repayments Coverand Mortgage Repayments Cover 0845 600 1191# quoting reference HT02

CardCare 0870 850 6850# quoting reference HTLE061

IdentityCare 0870 606 4050# quoting reference IDLE061

Adminstered by FirstAssist Insurance Services Limited. Registered in England and WalesNo. 04617110. Registered office at Marshall's Court, Marshall's Road, Sutton, Surrey SM14DU. FirstAssist Insurance Services Limited is authorised and regulated by the FinancialServices Authority. FSA Register No. is 310671.Underwritten by Great Lakes Reinsurance (UK) PLC is registered in England and WalesNo. 2189462. Registered office at Plantation Place, 30 Fenchurch Street, London EC3M3AJ. Great Lakes Reinsurance (UK) PLC is authorised and regulated by the FinancialServices Authority. FSA Register No. is 202715.#Calls from BT landlines will cost a maximum of 4p per minute, plus a 6p call set-upcharge. The call price is correct as at January 2008. The price of calls from othertelephone companies will vary. We may monitor and record telephone calls to help usprovide a higher level of service.

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