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Q+A Guide

Children travelling alone?

Children are considered to be all individuals under the age of 18. If a child wishes to travel independently, they will be charged an adult rate for a policy. If a child has any pre-existing medical conditions, their parent or carer must declare these and an additional premium for the cover of pre-existing medical conditions may be charged.

Travelling with Grandchildren?

You can all be covered on the same travel insurance policy – we don’t charge for under 3 yr olds, children 3-17 yrs we charge half price for. Please ensure that you are fully aware of the entry requirements in your destination country and have the appropriate documentation with you.
If you already have a travel policy and just your grandchildren need their own policies, we can also assist with this, but they will be charged the full adult rate.

Travelling as an extended family group, or a group of friends, or a team?

We can insure up to 11 people on one policy – if your group is bigger than this please call us.

Travelling whilst pregnant?

We provide cover under this policy if something unexpected happens. In particular we provide cover for injuries or illness that were not expected.
We do not consider pregnancy or childbirth to be an injury or illness. To be clear, we only provide cover under the medical expenses section of this policy for claims that have arisen from complications of pregnancy or childbirth, if the same complication has not occurred in a previous pregnancy. We will not cover you if you are 28 weeks pregnant or 20 weeks or more if pregnant with twins or more on your journey.

Could a couple have separate travel insurance policies?

This is not a good idea, especially if your travel is together and the dependency of the trip is based on the health of the other person. We would always advocate that if you are travelling together then you should be insured together – then if something happens to one of you, the other is also covered by the same policy.
A travel policy only covers the person named on the policy. As an example; if one of you was involved in an accident before your trip, the other person’s policy would not recognise this and would not cover the cost of cancellation for the person who is not injured, if neither of you could travel.

Why cover the total cost of a trip?

Simply because if you could not travel and needed to cancel, then the total amount you have paid would be covered. If you found yourself needing to curtail your trip then the pro-rata amount of what you have paid is insured, based on the balance of how much of your trip ( number of days) you can no longer take. If you choose to under-insure, then the maximum amount payable will be the cancellation sum you have chosen.

How do I calculate the total cost of a trip?

It is everything you have committed to pre-pay when you book your trip. If you are pre-paying for excursions or activities include these too, the same applies to airport parking, transfers, car hire, Disneyland entry tickets etc.. anything that you can evidence is a cost you paid for prior to travel that forms part of your trip. Keep your receipts and itinerary carefully.

Can I insure a non-travelling immediate relative who has pre-existing medical conditions?

Scenario: My Dad is 93 yrs old and I want to cover his pre-existing medical conditions in case his health deteriorates further (or he dies) and I can’t travel or I need to curtail my trip.

We can subject to medical screening acceptance insure this, the following applies:
Your insurance would need to be a single trip policy – because he is over 85 years of age. If he was 85 years of age or under, then an annual policy may also be available to you – but it will be more expensive.
The total sum insured for cancellation/curtailment for all travellers on the policy must not exceed £16,000 – so for a couple it would be £8000 each, a family of 4 £4000 each etc..
We need to undertake a medical screening – ideally with your Dad, but if he gives his permission and you know the details of his pre-existing medical conditions, then you can do the medical screening either online or over the phone, on his behalf. Be aware you must be able to answer detailed health questions very accurately.

Who is the insurer?

This insurance, with the exception of non-medical benefits related to terrorism, is underwritten by MAPFRE Asistencia Compañia International de Seguros y Reaseguros, S.A. branch in the United Kingdom (trading as MAPFRE Assistance) has registered offices at:
Dixon House,
72-75 Fenchurch Street,

MAPFRE Asistencia are authorised by the Dirección General de Seguros y Fondos de Pensiones and are subject to limited regulation by the Financial Conduct Authority and the Prudential Regulation Authority. Please contact
Us if you would like details about the extent of regulation by the Financial Conduct Authority and the Prudential Regulation Authority. MAPFRE Asistencia’s main office is based in Spain which forms part of the EEA (European Economic Area). The Kingdom of Spain is responsible for controlling the insurance activity of MAPFRE Asistencia S.A., through the Spanish Ministry of Economy and the Treasury, and specifically the
General Directorate for Insurance Matters and Pensions Fund (Dirección General de Seguros y Fondos de Pensiones). Its branch in the
United Kingdom is also under the United KingdomFCA (Financial Conduct Authority) and PRA (Prudential Regulation Authority) supervision in certain situations according to European Union Regulation.

Non-medical benefits related to terrorism are insured by EUROP ASSISTANCE S.A, a French stock corporation, regulated by the French Insurance Code, having its registered office at 1, promenade de la Bonnette, 92230 Gennevilliers, France, registered in the Register of Commerce and Companies of Nanterre (Reference number 451 366 405) acting through its Irish office (trading as EUROP ASSISTANCE S.A., Irish Branch) whose principal establishment is located at 4th Floor, 4-8 Eden Quay, Dublin 1, D01N5W8, Ireland, registered in the Irish Companies Registration Office under number 907089.
Europ Assistance S.A. (trading as Europ Assistance S.A. Irish Branch) is regulated in France by the Autorité de Contrôle Prudentiel et de Résolution (ACPR) of 61 rue Taitbout, 75436 Paris Cedex 09, France.
Europ Assistance S.A. Irish Branch conducts business in Ireland in accordance with the Code of Conduct for Insurance Undertakings published by the Central Bank of Ireland.

How do I cancel a policy?

Please call us on 01689 892228 we are open Monday to Friday 9am to 6.30pm and Saturday 9am to 1pm.

Do I need cruise cover for a river cruise?


Do I need winter sports cover for an Antarctic or Arctic cruise?

If you are undertaking any of the following activities YES : cross-country skiing, curling, dog sledding, downhill skiing, glacier walking, ice skating, mogul skiing, mono skiing, skiing on or off-piste (off-piste only with a qualified guide or instructor), snowboarding on or off-piste (off-piste only with a qualified guide or instructor), snowmobiling, speed skating and tobogganing.
If you are undertaking any other activities please refer to the list of activities we cover - open the info icon next to Extra Sports and Activities to see the entire list.

If I decide not to mention some or all of my pre-existing medical conditions, what happens?

You risk not being covered.

Do I need to inform you if my health changes after I have purchased my policy and before I travel?

Yes please do this as soon as possible.

I’ve forgotten my log in details to my online account area, what should I do?

Please call us on 01689 892 228 and we will reset the account for you, or click on forgotten password when the log in box opens. We will email you a new link.

I’m moving, how do I advise a change of address?

If you have a Policy that is in effect, then please call us on 01689 892 228
If you prefer you can update your details in your online account area, Simply log-in to your account and change My Details.

Will you automatically renew my annual policy?

No, we will contact you to advise you that your policy is ready for renewal around 28 days before it expires – we will provide you with a summary of your cover and what you paid previously and invite you to renew. You will need to undertake a new medical screening if you have any pre-existing medical conditions before we can renew your policy.

I shall be travelling when my current Annual policy falls due for renewal – what should I do?

Please contact us before you travel.

If you have any other questions do please call us on 01689 892228

We are open Monday to Friday 9am to 6.30pm and Saturday 9am to 1pm.