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We've also made a page specifically for all of your Coronavirus questions.
Alternatively, find the answer you're looking for by choosing one of the categories below:
If your travel company goes into administration, please contact The Civil Aviation Authority, who should be able to help you under their ATOL scheme. You can contact them on:
If you are abroad and trying to get home
Just contact us and we can extend your cover until you return to the UK.
If you are yet to travel and would like cover for an alternative holiday
Just contact us within 30 days of the travel company going into administration, and we will do our best to move your insurance to cover your new travel dates.
If you have lost your policy documents, you can retrieve them online. Click here and enter your quote number, name and DOB to access your documents. If you would like your documents resent through the post, you have lost your quote number, or if you have any other problems accessing your documents online, please contact us.
You should report any loss or thefts of passports to the local police in the country you are in as soon as possible. You will need the crime reference details they provide for the LS01 (which is the Lost or Stolen Passport Notification) form. You should also report the loss or theft to the UK Foreign and Commonwealth Office (FCO) embassy, consulate or high commission of the country you are in. You can get details of your local FCO office wherever you are by calling +44 (0)20 7008 1500 (0870 606 0290 within the UK) or by visiting the FCO website. The FCO will issue you with replacement travel documents so you can travel back to the UK.
Normally, we say to allow between 5 to 7 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.
We’re trying to be more environmentally friendly, so we no longer send out plastic policy cards. While they were handy, they weren’t really necessary; all your policy information is emailed to you, so you can have a copy of it wherever you go.
Plastic can take between 400 and 1,000 years to degrade, which is way longer than you could ever need that little card for!
It is advisable that you take your travel insurance certificate and the relevant policy wording booklet away with you. If you do not have these documents, you can download them by logging in to your policy here.
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:
Budget annual multi-trips
31 days per trip
Silver annual multi-trips
45 days per trip (31 days if aged 66 or over)
Gold and Black annual multi-trips
90 days per trip (31 days if aged 66 or over)
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 18 or over.
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 to speak to a member of our sales team.
In accordance with the Foreign and Commonwealth Office (FCO) travel advice online at www.gov.uk/knowbeforeyougo you should check what vaccinations you need at least six weeks before you go.
Additionally, to check to see if you need to take any extra health precautions visit www.nhs.uk/travelhealth
Please be aware that we will not cover any claim arising from you not getting the necessary vaccinations.
We do not have a maximum age limit. 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 90, please call us on 0330 400 1383 for a quotation. Otherwise, simply buy quick and securely online.
We define a UK resident as being someone who has been living in the UK or the Channel Islands for at least six of the last 12 months. Unfortunately, if you do not fit this criteria, we would usually not be able to provide you with cover. However, this can be referred to our Underwriting Team and assessed on a case by case basis.
As long as you have been living in the UK or the Channel Islands for at least six of the last 12 months, InsureandGo can provide you with cover.
Unfortunately, we may not be able to cover you if you have already left the UK. However, this can be referred to our Underwriting Team and assessed on a case by case basis.
We can cover trips within the UK as long as there is a minimum of 25 miles radius between your home and your pre-arranged and booked accommodation. Please be aware that for the purposes of our policies, we define the UK as being England, Scotland, Wales, Northern Ireland and the Isle of Man only. For example:
InsureandGo travel insurance policies are broken down into the following geographical areas:
If you are unsure which area your trip falls into, please contact our customer services team.
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.gov.uk/knowbeforeyougo.
* For trips within Area 1 there must be a minimum of 25 miles radius between your home and your pre-arranged and booked accommodation.
** Europe - Albania, Andorra, Austria, The Azores, The Balearic Islands, Belarus, Belgium, Bosnia, Bulgaria, The Canary Islands, The Channel Islands, Corsica, Crete, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Kosovo, Lapland, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, Montenegro, Morocco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia, San Marino, Sardinia, Serbia, Sicily, Slovakia, Slovenia, Spain, Sweden, Switzerland, Syria, Tunisia, Turkey, Ukraine and the Vatican City.
*** Caribbean - Anguilla, Antigua and Barbuda, Bahamas, Barbados, Bermuda, Cayman Islands, Cuba, Dominica, Dominican Republic, Grenada, Guadeloupe, Haiti, Jamaica, Martinique, Montserrat, Netherlands Antilles, Puerto Rico, St Kitts and Nevis, St Lucia, St Vincent and the Grenadines, Trinidad and Tobago, Turks and Caicos Islands, Virgin Islands (British) and Virgin Islands (US).
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 (except the USA, Canada, Mexico and the Caribbean) and Worldwide areas.
The Lapland region stretches across Finland and 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 your home country until the date that you return to your home country (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 (except the USA, Canada, Mexico and the Caribbean) as this area includes both of those countries.
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 contact us 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.
No. Provided you have an InsureandGo travel insurance policy with cover for medical expenses included, you will not need to purchase additional cover.
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.
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:
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 or Backpacker 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. If you don't see what you're looking for online, please contact us.
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, an adult (i.e. aged 18 or over). To purchase a policy for someone who is under 18, please contact us.
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 still having problems processing your payment, please contact us.
Once you have purchased your travel insurance, subject to the condition detailed in the note below, 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 email.
Please note: If you have a single trip policy that ends within 31 days of the date you purchased your policy, the cooling-off period does not apply and we will not be able to offer you a refund.
To cancel by email, send your request to email@example.com.
To cancel by post, send a letter to:
Insure & Go Insurance Services Ltd
Please note that due to the Coronavirus pandemic, we are currently unable to access any post sent to us.
We can deliver your policy by post and by email. 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 emailed documents can take up to 5 minutes to arrive in your inbox.
If you have purchased a single trip, 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 below to see the maximum trip lengths for our travel insurance policies:
Budget single trips
Budget annual multi-trips
31 days per trip
Silver, Gold and Black single trips
365 days per trip
Bronze and Silver annual multi-trips
45 days per trip (31 days if aged 66 or over)
Gold, Platinum and Black annual multi-trips
90 days per trip (31 days if aged 66 or over)
Bronze, Silver, Gold and Black Backpackers (max age up to and including 65)
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.
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.
Please note that from 23:59 on 11 March 2020, we no longer cover claims relating to COVID-19, SARS-COV-2, or any mutation of these. For further information on this, please click here.
All of our travel insurance policies include cover for cancellation of your trip, but there may be some exclusions. 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 add cover to an existing policy, please contact us.
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:
Loss of sight
Means total and irrecoverable loss of sight which shall be considered as having occurred:
a. In both eyes if your name is added to the Register of Blind Persons on the authority of a fully qualified ophthalmic specialist; and
b. In one eye if the degree of sight remaining after correction is 3/60 or less on the Snellen scale (which means you are only able to see at 3 feet that which you should normally be able to see at 60 feet) and we are in no doubt that the condition is permanent and without expectation of recovery.
If you have further questions about Personal Accident cover, please contact us.
We are unable to provide cover for events that arise that were known about at the time you booked your holiday or purchased your travel insurance.
Please contact MAPFRE Assistance as soon as possible on +44 (0)207 748 0060. They are available 24 hours a day, 7 days a week.
You can declare your conditions quickly and easily using our online medical screening system.
A pre-existing medical condition is any medical condition which falls into any of the following categories which any person insured on this policy has, or has had for which they have received treatment (including surgery, tests or investigations by a doctor or a consultant/specialist and prescribed drugs or medication) in the last 2 years:
For your information, examples of conditions that can directly or indirectly be linked to any pre-existing medical condition include, but are not limited to:
You must inform InsureandGo of any pre-existing medical conditions you have before purchasing insurance. To do so, you can use our quick and easy online medical screening system.
We will not cover any claim directly or indirectly linked to any declared and excluded pre-existing medical conditions where we cannot offer cover for the condition(s). The rest of your travel insurance cover will not be affected by this exclusion.
When travelling to a country in the European Union (EU) you should receive inpatient treatment in a public hospital.
You must therefore obtain a European Health Insurance Card (EHIC) prior to travel by completing an application form via www.ehic.org.uk. This allows European citizens to benefit from the health agreements between countries in the EU. (This used to be known as the E111).
If you are admitted to a public hospital, you should present your EHIC to the hospital; if you are unable to do so, you must co-operate with the medical assistance department in order to obtain one.
If your EHIC is presented to the treating doctor or hospital when receiving medical treatment within the European Union and the medical costs are reduced, the policy excess applicable under section B (Medical and other expenses) will be waived.
If you already have a policy and there has been a change in your medical status, please contact us.
We provide cover under this policy if something unexpected happens. In particular, we provide cover under section B – Medical and other expenses for injuries to the body or illness that was not expected.
We do not consider pregnancy or childbirth to be an illness or injury. To be clear, we only provide cover under sections A - Cancelling and cutting short your holiday, B - Medical and other expenses and C - Hospital benefit of this policy, for claims that come from complications of pregnancy and childbirth. Please see our below definition of 'Complications of pregnancy and childbirth'.
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 team will ask you for confirmation from your doctor that you were fit to travel.
For further information, please contact our customer services team.
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.
Making a claim with InsureandGo is easy. The quickest way is to register your claim online – just login to your policy using your policy number, surname and date of birth, then select which section of cover you need to claim under. Alternatively, you can download a claims form from Travel Claims Services – the claims handling company that we have chosen to deal with claims for us – to fill in and return by email, along with any documentation, to firstname.lastname@example.org. Please note that we are currently unable to process any claims forms or documents received through the post.
It is highly recommended that receipts are kept and provided as proof in the event of a claim. However, we reserve the right to apply an additional 10% deduction to any item claimed with a value over £100, following our standard deductions for age, wear and tear and loss of value, where you cannot prove you own it or provide proof of purchase (e.g. original receipts).
If you have any further questions, please contact us.
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. Please be aware that the cooling-off period does not apply to single trip policies which end within 31 days of the date they were purchased.
If you need to amend the address or contact details on your travel insurance policy, please contact our customer services team here. 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 email.
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 if you to wish to amend a traveller's name.
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.
Here is a list of the maximum trip durations:
Budget single trips
Silver, Gold and Black single trips
365 days (31 days if aged over 65)
Bronze, Silver, Gold and Ski Backpackers (maximum age of 65)
All of our travel policies include free cover for over 50 sports and other leisure activities such as bungee jumping and jet skiing. Check the list of activities here to see what's covered.
Some of the more extreme activities, like sky diving, aren't covered automatically. Check the list of activities here, for which, if you require cover you would need to pay an additional premium via either adding our online Hazardous activities option at the time of purchasing your policy (this provides you with up to 15 days cover for any of the listed activities throughout the term of your policy) or by contacting us.
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 via either adding our online hazardous activities option at the time of purchasing your policy (this provides you with up to 15 days cover for this activity throughout the term of your policy) or by contacting us to add this cover to your travel insurance policy.
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 via either adding our online Hazardous activities option at the time of purchasing your policy (this provides you with up to 15 days cover for this activity throughout the term of your policy) or by contacting us to add this cover to your travel insurance 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:
Please note: Activities in the above list marked with * carry an increased medical excess of £250 and cover under the Personal accident and Personal liability sections does not apply.
You will not be covered if you take part in the following winter sports activities: Ski flying, ski jumping or ski mountaineering.
If you have any further questions, please contact us.
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 single trip policies. Our Backpackers policies can cover trips of up to 18 months in length and our single trip 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.
YES – unlike many of our competitors, we now include cover for an enhanced range of winter sports activities inclusive of the following more extreme activities. Please note that for these activities an increased medical excess of £250 applies and that cover under the Personal accident and Personal liability sections does not apply.
For any questions, please contact us.
Please note: - Winter sports cover only applies if you have chosen and paid the appropriate extra premium for the winter sports option or you have purchased an annual multi–trip policy.
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