FAQ - Frequently Asked Questions

If you contract swine flu, we can provide you with cover provided you can produce the original label from your Tamiflu prescription showing your name and address and the date of the prescription, and that this date is within 7 days of your planned date of travel. If you cannot produce this label, we will need you to provide us with a medical certificate from your GP. If you have any further questions, please contact our claims team by phone on 0207 748 8592 or by using our contact form.

If you have lost your policy documents, you can retrieve them online. Click here and enter your quote number and e-mail address to access your documents. If you would like your documents resent through the post or you have forgotten your quote number or if you have any other problems accessing your documents online, please call our customer service team on 0844 888 2787 or e-mail us using our contact form.

Normally, we say to allow between 5 to 10 working days between you buying your policy and your documents being received in the post. However, we do always aim for your policy pack to be with you sooner. You can still travel with a printed copy of your emailed documents if the posted documents don’t arrive in time.

When you buy your policy, we only send out one policy card in the name of the main traveller. If you would like to purchase a policy card for any additional travellers, you will need to pay £2 for each card. Please phone our customer service team on 0844 888 2787.

It is advisable that you take your travel insurance certificate and the relevant policy wording booklet away with you. We also supply a free plastic policy card that makes carrying your insurance details with you much easier. If you do not have these documents, please contact us on 0844 888 2787 or via our contact form and we can send these out to you.

You may travel with a printed copy of your emailed documents. If you are unable to print your emailed documents, simply write down your policy number and the emergency medical assistance and claims line telephone numbers from the back of our policy wording booklets which can be found here.

When you buy an Annual Multi Trip policy you are covered to go away as many times as you want. Don’t forget however that there is a maximum per trip duration, the length of which depends on the level of cover you have chosen:

Yes, everyone on an Annual Multi Trip policy is entitled to travel independently, but children under 18 who travel alone must be dropped off and picked up by a responsible adult aged over 21.

We will write to you 21 days before your Annual Multi Trip policy expires to remind you that your policy is coming up for renewal. If you have any questions about your renewal, please contact us on 0844 888 2787 and speak to a member of our sales team.

We cover up to 3 dependent under 18s per insured adult for free on all of our travel insurance policies. For example, on a policy with 1 adult, you can insure up to 3 children and on a policy with 2 adults, you can insure up to 6 children.

As an InsureandGo policyholder, you have access to a free advice line that can provide you with advice about your destination, including information about any vaccinations you may need. Please call the free advice line on 01444 442727 for more information.

Please be aware that we will not cover any claim arising from you not getting the necessary vaccinations.

We can insure you up to and including the age of 85. If you are aged 66 or over when you purchase the insurance, we can cover you for up to 31 days per trip (on a Single Trip and Annual Multi Trip policy). If you are over the age of 75, please call us on 0844 888 2787 for a quotation.

We define a UK resident as being someone who has been living in the UK for at least 6 of the last 12 months. Unfortunately, if you do not fit this criteria, we would not be able to provide you with cover.

As long as you have been living in the UK for at least 6 of the last 12 months, InsureandGo can provide you with cover.

Unfortunately, we are unable to cover you if you have already left the UK.

We can cover trips within the UK provided they are for a minimum of two nights staying in pre-booked accommodation.

InsureandGo travel insurance policies are broken down into the following geographical areas:

• Area 1: United Kingdom, Northern Ireland, the Channel Islands or the Isle of Man*
• Area 2: Europe, including countries west of the Ural mountains, the Azores, Canary Islands, Iceland, Madeira and countries bordering the Mediterranean sea (except Algeria, Israel, Jordan, Lebanon and Libya)
• Area 3: Worldwide, excluding USA and Canada
• Area 4: Australia and New Zealand only
• Area 5: Worldwide, including USA and Canada

If you are unsure which area your trip falls into, contact our customer service team on 0844 888 2787 or by using our contact form.

Please be aware that we are unable to cover any trips to destinations which the Foreign and Commonwealth Office (FCO) advise against travel to. You can check this online at www.fco.gov.uk/knowbeforeyougo or by phoning 0845 850 2829.

* Trips within Area 1 must consist of pre-booked accommodation for two or more nights

The countries of Egypt, the Canary Islands, Morocco and Tunisia can be covered with our European travel insurance policies. Please note that Algeria, Israel, Jordan, Lebanon and Libya are not included in our European policies and can be covered on our Worldwide (exc. USA and Canada) and Worldwide (inc. USA and Canada) areas.

Lapland is part of Sweden and is included under our European travel insurance policies.

We can cover you to travel to multiple destinations as part of one trip. A trip is considered to be from the date that you leave the UK until the date that you return to the UK (or your final destination if it is a one-way trip). You need to ensure that the policy covers you for all the regions that you plan to travel to and certain terms and conditions will apply. For example, if you will be travelling to India, stopping off for a week in Bulgaria, you will need to choose the Worldwide (exc. USA and Canada) as this area includes both of those countries.

For more information see our policy wording booklets or call on 0844 888 2787 to speak to a member of our customer service team.

Certain non-European countries like Egypt, Turkey, Morocco and Tunisia are included under our European policies. If you’re not travelling to one of these countries you can upgrade your Annual Multi Trip policy to include worldwide cover for an additional premium. Please call our customer service team on 0844 888 2787 to arrange this. Alternatively, you can purchase a Single Trip policy.

You could also purchase a separate Single Trip policy but upgrading your Annual Multi Trip policy to include worldwide cover might work out cheaper.

You can purchase a travel insurance policy online in just a few minutes. Click here to get a quotation and buy your travel insurance online. Alternatively, you can purchase your travel insurance over the phone from one of our friendly UK-based sales agents. To buy over the phone, please call us on 0844 888 2787.

Please enter your current ages. It does not matter if you have a birthday after you buy the policy; we just need your ages at the time your purchase the policy.

At InsureandGo, we take data protection very seriously. When you submit your personal and payment details to InsureandGo online, they are encrypted to ensure that no-one else can read them. You can confirm this by looking for the padlock icon which appears either next to the address bar or in the status bar on the payment page. We also hold your details according to the Data Protection Act 1998. Please note that InsureandGo do not hold your payment details.

You can pay for your travel insurance using a credit or debit card, or by cheque. We accept the following credit and debit cards:

• VISA
• MasterCard
• American Express
• Switch (UK) / Maestro
• Solo (UK)

If you would like to pay by cheque, you will need to phone us to complete a quote. Please note that it can take up to 14 days to process cheque payments. Payments by credit or debit card are instant but may take time to show on your statement.

If you are purchasing Single Trip, Backpackers or Long Stay travel insurance, you will need to start your policy on the day that you leave to go on your trip. Cover for cancellation on these policies starts from the date of purchase. If you are purchasing an Annual Multi Trip, you are only covered from the date you choose to start your policy.

We can help you by offering you a range of different travel insurance choices to help you decide what might be appropriate for you. To talk through your options, please call us on 0844 888 2787 or contact us using our contact form.

Children under the age of 18 can be covered on their own travel insurance policy but they must be travelling with, or be dropped off and picked up by, a responsible adult aged 21 or over. To purchase a policy for someone who is under 18, please contact us on 0844 888 2787.

If you are having trouble paying for your travel insurance online, make sure you check all of your personal and payment details. Ensure you have selected the correct card type and entered your full card number. Check the expiry and/or valid from date has been entered correctly. Also, make sure you have entered the correct security code (CVC). This code is the last three digits shown on the back of your card over the signature strip.

If you’re paying with an American Express card, the CVC code is the 4 digit number on the front of the card. If you are paying with Switch, Maestro or Solo card, you may also need to enter the issue number that appears on the front of the card.

If you are still having problems processing your payment, please contact us on 0844 888 2787.

Once you have purchased your travel insurance, you are entitled to a 14 day cooling-off period. If you contact us within this cooling-off period, you are entitled to a full refund of your travel insurance policy, provided you have not travelled or made any claims on the policy. To cancel your travel insurance and claim your refund, you will need to contact us in writing or by e-mail.

To cancel by e-mail, send your request to cancellations@insureandgo.com.

To cancel by post, send a letter to:

Customer Service Department
Insure & Go Insurance Services Ltd
Maitland House
Warrior Square
Southend-on-Sea
Essex
SS1 2JY

We can deliver your policy by post and by e-mail. We can also send you your policy details in a text message to your mobile phone. Please be aware that the posted documents can take 5 to 10 working days to arrive. The e-mailed documents can take up to 5 minutes to arrive in your inbox. There is an additional charge to have your documents posted.

If you have purchased a Single Trip, Long Stay or Backpackers policy, you are covered for cancellation of your trip from and including the date of purchase. If you have purchased an Annual Multi Trip policy, cover only starts on the chosen start date of your policy. For example, if you chose to start your Annual Multi Trip on the 1st December, you will not be covered if you need to cancel your holiday on any date before the 1st December.

Please see the table below to see the maximum trip lengths for our travel insurance policies:

Please note: if you are aged over 65, we can only insure you for a maximum of 31 days on both Single Trips and Annual Multi Trips.

The limit of 31 days per trip only comes into effect if you are aged 66 or over on the day you buy your policy. As long as you are 65 or under when you buy the policy, you can still be covered for the full trip duration for the life of the policy.

The excess is the amount that you would need to pay towards a claim. For example, if you make a claim of £100 and the excess is £60, you will only be able to claim back the remaining £40. The excess amount is displayed in the policy wording booklet.

When you buy your policy, you can choose between standard excess, double excess or you can waive the excess on the policy completely. If you double the excess on the policy, it makes the policy slightly cheaper and if you waive the excess, the policy price is slightly higher.

You must make sure that you read the terms and conditions of your travel insurance policy carefully so you know what you are covered for. You can download PDF copies of the policy wording booklets (which contain the full policy terms and conditions) here. You can also read a summarised version of the terms and conditions by downloading a copy of our Key Facts documents which can be found here.

There are some exclusions that apply to the cover. To check the policy exclusions, take a look at the policy wording booklet that is relevant to the policy that you have/are interested in purchasing. You can download a copy of the policy wording booklets.

All of our travel insurance policies include cover for cancellation of your trip. To read the terms and conditions that apply to cancellation cover, please read the relevant policy wording booklet.

We can cover your golf clubs up to the valuables limit as defined on your policy. We also provide additional golf cover on our Single Trip and Annual Multi Trip policies. This includes extra cover for your golf equipment, cover for hiring golf equipment if yours is delayed, lost or damaged and also cover for green fees. To read more about our golf cover, please read the policy wording booklet that corresponds to the policy you have/are interested in purchasing or to arrange cover, please call 0844 888 2787.

Under the Personal Accident section of your insurance, we will pay you or your executors or administrators up to the maximum limit as defined by your policy, if you are involved in an accident during your trip which causes you an injury, and this accident is the only thing that results in you becoming disabled within 12 months of the date of the accident. We will pay for the following:

• Your permanent disability
• Losing one or more of your limbs (a permanent loss at or above the wrist or ankle
• Losing sight in one or both of your eyes for a period of at least 12 months
• If you die, we will pay the maximum amount as defined on your policy (this is limited for children aged under 18

If you have further questions about Personal Accident cover, please contact our Customer Service Department by phone on 0844 888 2787 or by using our contact form.

In the event of a medical emergency, please contact Europ Assistance on 0207 748 8591 as soon as possible. They are available 24 hours a day, 7 days a week.

We can cover a huge range of medical conditions but we do need to ask a few simple questions first to help us determine if we can provide you with cover. Please call our sales team on 0844 888 2787.

A pre-existing medical condition is any condition for which you have received medical advice, treatment or medication. You must inform InsureandGo of any pre-existing medical conditions you have before purchasing insurance. To do so, please contact us on 0844 888 2787.

If, subject to our simple medical screening questions, cover is refused for your pre-existing medical condition, we will only exclude any claims relating to that medical condition. The rest of your travel insurance cover will not be affected by this exclusion.

If you already have a policy and there has been a change in your medical status, please call our customer service team on 0844 888 2787.

Our policies include medical expenses cover for pregnancy and childbirth from week 0 to week 32 whilst you are away.

From the start of week 33 to week 40 of the pregnancy, there is no cover for claims relating to pregnancy and normal childbirth, however, medical expenses cover will be provided if any of the following complications arise:

• Toxaemia (toxins in the blood)
• Gestational hypertension (high blood pressure arising as a result of pregnancy)
• Pre-eclampsia (where you develop high blood pressure, carry abnormal fluid and have protein in your urine during the second half of pregnancy)
• Ectopic pregnancy (a pregnancy that develops outside of the uterus)
• Molar pregnancy or hydatidiform mole (a pregnancy in which a tumour develops from the placental tissue)
• Post-partum haemorrhage (excessive bleeding following childbirth)
• Retained placenta membrane (part or all of the placenta is left behind in the uterus after delivery)
• Placental abruption (part or all of the placenta separates from the wall of the uterus)
• Hyperemesis gravidarum (excessive vomiting as a result of pregnancy)
• Placenta praevia (when the placenta is in the lower part of the uterus and covers part or all of the cervix)
• Stillbirth
• Miscarriage
• Emergency Caesarean section
• A termination needed for medical reasons
• Premature birth more than 8 weeks (or 16 weeks if you know you are having more than one baby) before the expected delivery date

If at the time you purchase your travel insurance, you know that you will be 33 to 40 weeks pregnant during your trip, you will be unable to claim cancellation for your trip. In the event that you make a claim for any medical costs, our Claims Department will ask you for confirmation from your doctor that you were fit to travel.

For further information, please call our Customer Services Department on 0844 888 2787.

The European Health Insurance Card (which used to be called the E111) entitles the holder to free or reduced cost emergency treatment within the following EU countries:

The EHIC may not always provide sufficient cover, however. For example, if you are taken to a private clinic in a private ambulance, the EHIC will not cover you. The EHIC also does not cover the cost of repatriation for if you need to be flown back to the UK due to accident or illness. For these reasons, it is advisable to take out adequate travel insurance as well.

Our policies provide up to £250 for emergency dental treatment to enable you to immediately relieve pain.

Following the ending of the Reciprocal Health Agreement, we have decided to continue covering UK residents for medical expenses whilst in the Channel Islands and the Isle of Man. But please be aware that we can only cover your trip if you have a minimum of two night’s pre-booked accommodation.

Unfortunately, following the ending of the Reciprocal Health Agreement, we are unable to cover residents of the Channel Islands or the Isle of Man for medical expenses whilst in the UK.

Making a claim with InsureandGo is easy. To begin, you can download a claims form from our web-site. You will need to complete the claim form and send it to us with all the relevant documents (e.g. receipts, hospital bills etc). Alternatively, you can contact us by phone on 0207 748 8592 or by e-mail at claims@insureandgo.com. Please note that you will need to notify us of your claim within 31 days of the end of your trip. Once you have registered your claim with InsureandGo, this time limit no longer applies.

It is highly recommended that receipts are kept and provided as proof in the event of a claim. However, if receipts cannot be obtained, claims will still be considered provided there is some form of proof of purchase or ownership. If you have any further questions, please contact our claims team by phone on 0207 748 8592 or using our contact form.

If you have purchased a travel insurance policy from InsureandGo and you don’t feel that it’s the right policy for you, or you have noticed a problem with your insurance, please contact us as soon as possible. As you are entitled to a 14 day cooling-off period, we will be able to cancel your existing policy, issue you with a full refund and offer you a policy that is more suitable. To arrange this, please contact us on 0844 888 2787.

If you need to amend the address or contact details on your travel insurance policy, please contact our Customer Service Department on 0844 888 2787. We will be able to amend the details on your policy at no extra charge and also resend the amended documents to you by post or by e-mail.

If you need to amend the name of one of the travellers before you go, you can do so. Please note that we would need confirmation of the name change (for example, a marriage or Deed Poll certificate). We can only change the name of a traveller, if their new name is reflected on their passport and we are unable to replace travellers with another person. Please contact us by phone on 0844 888 2787 or via our contact form if you wish to amend a traveller’s name.

If your 14 day cooling-off period has ended but you are not happy with your policy, we may still be able to help you. Please contact us as soon as possible on 0844 888 2787. Provided you have not travelled or made any claims on your policy, we may be able to refer your request for a refund to our underwriters. Please be aware that our underwriters may take up to 72 hours to respond with a decision and we cannot guarantee what their decision will be.

Yes, you can extend the cover on your travel insurance policy whilst you’re away. Policies can be extended only once and only up to the maximum trip duration (see table below) and you will need to pay an additional premium for the extended cover. If you need to extend your policy, please contact us by phone on 0844 888 2787 or by using our contact form.

Here is a list of the maximum trip durations:

All of our travel insurance policies include free cover for over 50 adventure sports and activities such as bungee jumping and jet skiing. Some of the more extreme activities, like sky diving, aren’t covered automatically. To be covered for these activities you will need to call our customer service team on 0844 888 2787 and pay an additional premium for each day you will be taking part in the activity. Check the list of activities here to see what’s covered.

Scuba diving is covered free on all our travel insurance policies for up to 14 days, provided you are qualified and that you will be diving no deeper than 30 metres. If you are not a qualified scuba diver or you are qualified but will be diving more than 30 metres, you will need to pay an additional premium for each day you will be scuba diving. To add this cover on to your travel insurance policy, please call our Customer Service Department on 0844 888 2787.

Yes, you are covered for up to 3 bungee jumps free on all of our travel insurance policies.

InsureandGo cover white or black water rafting (grades 1 to 4) free on all our travel insurance policies. If you will be taking part in white or black water rafting (grades 5 to 6), you will need to pay an additional premium. Please call our Customer Services Department on 0844 888 2787 to add this cover on to your policy.

If you will be doing an activity that the terms and conditions state there is no Personal Accident or Personal Liability cover for, it is just these two sections of your travel insurance that will be excluded. If you have an accident and injure yourself, you will still be covered for medical expenses, but you will not be able to claim under the separate Personal Accident or Personal Liability sections.

We cover all of the following activities in our winter sports travel insurance:

Whilst taking part in off-piste skiing and snowboarding, you must make sure that the areas in which you ski or snowboard are considered to be safe by the resort management.

The following are defined as extreme ski activities:

If you will be taking part in any of these extreme ski activities, you will need to pay an additional premium to be covered. To arrange this, please contact our customer service team on 0844 888 2787.

Mountain rescue is covered on our policy provided you have paid the appropriate winter sports premium, or you have arranged an Annual Multi Trip which includes winter sports cover for free.

If you are looking for cover for the whole season, you can be covered with our Backpackers or Long Stay policies. Our Backpackers policies can cover trips of up to 18 months in length and our Long Stay policies can cover trips of up to 12 months. Winter sports cover is available on all of these policies.

Unfortunately, we can only cover ski and ski training on a non-professional basis.

We can cover you for winter sports activities such as recreational skiing or snowboarding if you have paid the additional winter sports premium or if you have arranged Annual Multi Trip cover.

If you are under 50, we can also cover you to take part in the following extreme ski activities if you pay the appropriate extra premium:

• Heli-skiing
• Ski acrobats
• Ski stunting
• Freestyle skiing
• Ski racing and training (non-professional)
• Ice hockey
• Skeletons
• Bobsleighs

If you will be taking part in an extreme ski activity, please contact our Customer Service Department on 0844 888 2787.