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The following activities are some commonly asked
questions about our travel insurance policies.
If you have a question about Vehicle Rescue Direct
breakdown cover, please visit the Vehicle
Rescue Direct web site
Who are you?
Q. Who is Travel Insurance Direct?
A. Travel Insurance Direct is the trading
name of Travel Insurance Agencies Limited. We also trade
as Travelcover. We are an independent travel insurance intermediary,
who act as issuing agents for The
Underwriters. Travel Insurance Agencies Limited are authorised
and regulated by The Financial Standards Authority and are members
of the the Bristish
Insurance Brokers Association.
Q. Who are the Underwriters?
A. The underwriters (the company who insures you)
are UK Underwriting Limited on behlaf of AXA Insurance UK plc.
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Applying On-line
Q. Is it safe to apply on-line?
A. When you make an application through our web site,
your details are encrypted using industry standard technologies
designed to make transmitting data secure.
If you have difficulty using the form, have any questions, or you
prefer not to use our on-line application form, you may still make
your application using our credit card hotline - 0845 450 0610 -
which is open from 9am to 5pm Monday to Friday.
Q. What happens to my personal information when
you receive it?
A. Once we have received and processed your application,
usually the same day, your credit card details are deleted from our
records thereby adding to the security. We will never pass on any
of your personal information to third parties and abide by the Data
Protection Act 1998.
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Cover
Q. I am travelling on a one-way ticket, visiting
several countries on the way. Are you able to cover me?
A. We are able to issue cover for you, but the period
of the insurance shall terminate on expiry of the policy period,
or no later than 24 hours after you leave immigration control of
your final destination. To obtain a quote use your UK departure date
as normal and the date you arrive at your final destination as your
return date.
Q. Can I take part in any sporting or hazardous activities
whilst abroad and still be covered?
A. Yes, there is a range of activities covered by our policies,
mainly when participated in on an incidental basis. These include
trekking, scuba diving and white water rafting. Please see the individual
policy pages for details of these activities. Some activities will
be subject to a reduction in cover or an increase in the excess payment.
Click here for details of Sports and Hazardous
Activities.
Q. What does "an incidental basis" mean?
A. An incidental basis basically means on a casual or fortuitous
basis. For instance, if
you were going on a week long scuba diving holiday then the scuba
diving would be on a non-incidental basis. Likeewise, if you are
going on an activitiy holiday with lots of different activities,
all would be seen as non-incidental.
Click here for details of Sports and Hazardous
Activities.
Stopover
Q. I have a connecting flight / stop over outside
my area of travel, am I covered? (For example, I am travelling
to Australia for 6 months via USA, and wish to spend a few days in
Los Angeles on the way out.)
A. Yes, as long as you don't stay outside your area
of travel for more than 25% of the total length of your trip to
a maximum of 60 days.
Q. One of my family is ill and I may have to cancel
our holiday. Will I be covered?
A. If it is a close family member or relative* and
their condition was not known about at the time of booking the insurance
/ trip then a claim may be made.
(*spouse,
parent, parent in law, step parent, step child, son, son in law,
daughter, daughter in law, grandparent, grandchild, brother or sister,
brother in law or sister in law, fiancee or common law partner)
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Policies
Q. Which policy would best suit me?
A. There are two main types of travel policies;
a. Single Trip
b. Multi-Trip.
If you travel abroad more than twice a year, you may find our Annual
MultiTrip policy more cost-effective. It offers you unlimited
trips per year with options for 24, 31, 45, or 60 days per trip for
one annual premium. You travel as and when you please and you don't
need to let us know each time you travel. Wintersports enthusiasts
will be pleased to hear that 24 days cover for skiing or snowboarding
can be included.
Q. How do I know which duration of cover is right
for me?
A. When calculating the duration of cover that you
need you must include the day that you depart and the day you return.
We can only cover people who are departing from the UK or Eire and
returning to their country of departure.
In most cases however, we
can normally extend policies for people who decide to stay abroad
for longer than they originally intended. (See Extending
Your Policy)
Q. How soon before I leave should I book my insurance?
A. We always recomend you have insurance as soon
as you have purchased your tickets. That way you will be protected
under the Cancellation cover section of your policy. On single
trip policies cancellation cover is available from the date you
purchase the insurance, irrespective of the date you travel. On
Multi Trip policies cancellation cover starts on the date you request
the policy to start.
Q. I am a UK / Eire resident and I am already
abroad. Am I able to book insurance? or I am already abroad
and have let my policy lapse.
A. Wwe are only able to cover people
who have not yet left the country or whose policy has not expired.
You may be able to get cover through World Nomads. Click
here for more information.
Q. I am not a UK or Eire national, but I have
been living in the UK / Republic of Ireland for a short period.
Am I able to apply for the insurance?
A. We can insure people who have had a premanent UK /
Republic of Ireland address for 6 months or more immediately prior
to taking out insurance and agree to be repatriated to the UK / Eire
in the event of an emergency. You may be able to get cover through
World Nomads. Click here for more information.
Also see Cover.
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Last Minute Travel
Q. I have left the travel insurance until the
last minute. Can you cover me?
A. No problem. Many of our customers arrange cover
from the departure lounge of the airport. It takes just a few minutes
to arrange over the phone, and you are covered subject to clearance
of payment. However, we will be unable to issue insurance for your
trip if you have already passed through security to the "air side".
Please note however that there may be parts of the insurance
you are unfamiliar with so please ask. It will also be very helpful
if you are able to choose a quiet area of the airport!
Q. I don't have enough time to receive my insurance
documents.
A. The easiest way for you to receive sufficient information
to travel with is to purchase your travel insurance on this web site.
You will receive an electronic cover note by e-mail which will have
all the emergency contact numbers and claims information.
If you
are booking by phone, we can arrange to send you the relevant policy
information by fax or e-mail. You can obtain all the benefits of
the insurance without the original copy. We need to issue you with
a validation number and you also need the telephone number of the
medical emergency service.
Please do not rely on using out of date policy documents - contact
details and cover may change.
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Extending Your Policy
Q. If I decide to stay abroad for longer than
I planned can I extend my policy?
A. Yes, a policy can usually be extended if
you decide to stay beyond your original return date provided the
policy has not elapsed. You will need to provide us with your existing
policy details together with the date you plan to return.
In most
cases we can approve the extension straight away, but if you have
made a previous claim on the existing insurance or there has been
a change in your medical condition, then we would refer the application
to the underwriters. In such cases, please allow at least 6 working
days for a decision to be made.
Someone can extend a policy on your behalf if phoning from abroad
is awkward for you. Please make sure that they have your Validation
Certificate Number and know if there are any pre-existing medical
conditions or if any claims have been made on your insurance.
To apply for an extension, please call +44 (0)1603 699129.
Q. I have allowed my policy to expire while abroad,
am I still able to extend the policy?
A. Unfortunately, we are only able to extend a policy
which is still valid. Neither can we start new policies for people
who are already abroad. You may be able to get new cover through
World Nomads. Click here for more information.
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Payment & Refunds
Q. What are my payment options?
A. We accept all major credit and debit cards including
Amex, Maestro and Solo. We cannot accept Diners
cards.
We can accept payment for Cheques and Postal Orders for telephone
applications only. Cheques or Postal Orders should be made payable
to Travel Insurance Agencies Limited. Please note that
payment must be received in full before any policy can be issued.
Q. I wish to pay by cheque, do I have enough time
to receive the cover?
A. We process the cheque immediately, and issue cover
on the same day the cheque is received.
Q. Can I get a refund on the difference if I return
early?
A. No. Single Trip insurance expires* as soon
as you return to the UK / Eire ( Multi-Trip policies have slightly
different conditions).
* On trips of 4 months or more, one return trip back to the UK is
permitted but the insurance will be suspended for the return trip.
The policy will still expire on the same date.
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Working
Q. Can I work while I'm abroad?
A. Yes, but please be aware you will only be covered
for casual or incidental manual
work abroad which is at ground level and not involving machinery.
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Valuables
Q. What are considered to be valuables?
A. This depends on the policy. On the Travel
Bond, Ski, Annual Multi Trip Policies vaulables include :
Photographic Equipment, electrical or electronic equipment of any
kind, video and audio equipment telescopes and binoculars, specatles
and sunglasses, jewellery, watches, furs, silks, leather goods, precious
metals and gems. On Discovery Policy (not Discovery Light): Photographic & Video Equipment, MP3 players and iPods.
Please note that there is no personal posessions cover on the Discovery
Light policy.
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Claims
Q. Who do I contact when making a claim?
A. If You need to make a claim please obtain a claim
form no later than 28 days after the event:
For all policy numbers :
* Phoning the TPS Claims Helpline on +44 (0) 8707 744 199 (Fax: +44
(0) 8707 744 045
* Alternatively, if you are abroad you may e-mail TPS here.
* Request a claim form and give your name and Certificate Number
and brief details of your claim.
When returning a claim form please include all relevant documentation.
Send the original documents - not photocopies (keep copies for your
records). Send your Validation Certificate, the policy wording and
your original holiday booking invoice.
Q. I am away for a year. If I need to make a claim, what
is the procedure?
A. The same as above.
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Accidents & Illness
Q. If I have an accident or injury while skiing,
will I be airlifted from the mountain?
A. Your policy covers you for transportation by whatever
means deemed appropriate to take you to a medical facility as a result
of a covered claim.
Q. Am I covered while skiing off-piste?
A. Off piste skiing is covered as standard. However
you must not deliberately put yourself in danger by ignoring local
safety warnings or skiing in areas designated as unsafe by resort
management or other relevant authorities.
Q. What should I do if I fall sick or have an
accident whilst I am abroad?
A. You should contact the emergency service provider
immediately - details will be found on your Policy Certificate and
Policy Schedule booklet.
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Medical Conditions
Q. I have a medical condition, I'm unsure whether
I wish to disclose it.
A. If you are unsure about what constitutes a medical
condition then you should declare it. Failure to do so may invalidate
part or all of your policy.
Q. How do I declare a medical condition?
A. We operate a fully automated online medical screening system which
has been put together by a team of doctors and specialists.
After obtaining a quote and proceeding with the applciation you
will be asked to answer a few questions relating to the medical conditions
of all those on the policy. If you answer yes to any of these then
you will be prompted to answer some questions relating to the condition.
Q. One of my family is ill and I may have to cancel
our holiday. Will I be covered?
A. If they were already ill at the time you purchased
your insurance or booked your trip then unfortunately you would not
be covered.
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Making a Complaint
COMPLAINTS PROCEDURE
We aim to provide a first class service at all times, however,
if, for any reason, You have any cause for complaint regarding this
insurance, You should write, in the first instance, to: ROWAN HOUSE,
226 UNTHANK ROAD, NORWICH NR2 2AH, ENGLAND; Tel: +44 (0) 1603 699129
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Contact Information
Our comprehensive FAQ's should answer most questions you may have.
If you want to ask a question not covered here, please e-mail us
or phone us on the number below.
Travel Insurance Direct
ROWAN HOUSE, 226 UNTHANK ROAD, NORWICH NR2 2AH, ENGLAND
Telephone: 0845 450 0610
(Int: +44 870 777 9000)
Fax: +44 (0) 1603 699120
Travel Insurance Agencies Limited: Registered in England and
Wales
Company Certificate No: 3136334
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