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Policy guide

This handy guide will give you an idea of the support and help you can expect from us once you've taken out a policy.

This handy guide will give you an idea of the support and help you can expect from us once you've taken out a policy - before, during and after your holiday. Click on a tab below to read the guide or print a PDF version here.

If you have any questions about your policy you can call us on 0345 111 0030 – we’re here to help.

For full information about your policy, please refer to your policy document.

Click here for more information about how to make a claim

Before you go

It’s a good idea to begin preparing for a trip at least four to six weeks before you travel abroad, especially if you need vaccinations and visas.

  • Find out what vaccinations you need by visiting or asking your GP.
  • Get the latest travel safety updates from the Foreign & Commonwealth Office website before you travel.
  • Make a list of the items you're packing in your suitcase. Keep your valuables in your hand luggage as these won’t be covered if you check them in.
  • If you’re travelling in Europe take your European Health Insurance Card (EHIC) with you, that way you may not have to make an initial payment if you need to seek medical help. If you do use your EHIC card and there are still some costs to claim, we will waive your excess on this part of the claim.
  • If you’re travelling to the USA, you’ll need to apply for an ESTA visa before you travel. This will last for two years and can be purchased from
  • Try to learn a few local phrases before you travel as medical staff won’t necessarily speak English.

Please refer to your policy document for full information about your cover.

Travel Advice Line

Our Travel Advice Line can help you with information and advice before you travel, as well as whilst you’re away. We can give you advice on visa and passport requirements, health issues and emergency telephone numbers. Call our Travel Advice Line on +44 (0) 845 122 8936.

Staying safe on holiday

After weeks of looking forward to your time away you’ll want nothing to spoil it. With our practical tips you could avoid things going wrong.

Money and passport

Keeping your personal belongings safe while abroad is extremely important.

  • Try not to carry large amounts of money; only take the amount you need for that day and leave the rest in a hotel safe.
  • Never leave money or valuables unattended on the beach.
  • Take a mixture of cash and travellers’ cheques. Write down the numbers of your travellers’ cheques and make a note of your credit card numbers and expiry dates – keep this information in a safe place.
  • The hotel may request to see your passport on arrival, after that it’s advisable to leave it in the hotel safe until your return home.

If you lose your money, travel or admission tickets (if you are going to a match or an event), or they are stolen, we will refund you up to your chosen policy limit. We will also pay for a replacement passport or qualification certificates if these are misplaced or stolen whilst you are away. (Not included in Essential cover.)


To prevent lost or stolen luggage ruining your holiday:

  • Always keep your possessions either on you or locked away in your hotel room, as items left unattended will not be covered by your Travel Insurance.
  • If your luggage is lost in transit, obtain a Property Irregularity Report (P.I.R) from the airport.
  • If your property is stolen, you must report it to the local police immediately and request an incident number.

If you accidentally lose your personal belongings, or if they are stolen or damaged, you can claim to replace or repair them (optional for Essential cover). What’s more we provide new for old cover. If you can provide proof of ownership such as an original purchase receipt or valuation, a manual, charger or box, we will pay the replacement cost. Otherwise we will assess the claim after any suitable deduction for wear and tear and depreciation, if applicable.


Taking simple precautions while you're away will mean that you can avoid common health problems.

  • Avoid drinking tap water as this can lead to an upset stomach. Instead only drink bottled water and ask for no ice in your drink.
  • Only eat freshly cooked food that's thoroughly cooked and served piping hot.
  • Drink plenty of water while you’re away to avoid dehydration.
  • Apply sunscreen regularly and liberally – choose a sunscreen that has a SPF value of 15 or above.
  • Be aware of mosquitoes, particularly between dusk and dawn. Repellents can be bought over the counter in chemists, choose one with a high DEET concentrate.

Our Medical Assistance Helpline can offer help and advice 24-hours a day, 365 days a year, simply call +44 (0) 23 8064 4633.

What to do in a medical emergency or if you become ill

Call our Medical Assistance Helpline as soon as possible – our worldwide network of English-speaking agents are available 24 hours a day, 365 days a year so we’ll always be on the end of the phone whenever you need us.

Before undertaking any treatment make sure you speak to our agents to ensure that all of your costs will be covered by your policy. Our Medical Emergency Managers will also be able to offer help and advice as well as the following:

  • Arrangement for hospital admission and relocation
  • Organise repatriation
  • Authorise medical expenses
  • Arrange payment directly to the hospital or clinic to cover large medical expenses

For simple out-patient treatment, you'll need to pay the hospital or clinic yourself and we'll reimburse you
on your return home. If you fall ill while you're away, you should make sure you call our Medical Emergency Helpline first before you travel home to confirm that it is medically necessary for you to return and that you are fit to travel.

Beware of requests for you to sign for excessive treatments or charges. If in any doubt please call our 24 hour Medical Emergency Helpline for guidance.

24 hour Medical Assistance Helpline +44 (0) 23 8064 4633

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