0203 829 6613
Open Mon - Fri 8am - 8pm, and Sat 9am - 5pm

FAQ’s

See below some of the most frequent queries we get from customers. However if we haven’t answered your particular query, don’t hesitate to contact us via our customer service form.
Get Quote

Who is a considered a close relative within the terms of the travel insurance policy?

A close relative is defined as your:
spouse or partner of over 6 months, parents, grandparents, legal guardians, parents-in-law, step-parents, aunt/uncle, brother/sister, child, step-children, grandchild, fiancé.

How is couple defined?

Policyholder and spouse or partner (including same sex couples), living together as a partnership at the same address for at least 6 months.

Does my policy for travel in Europe cover Ireland?

Yes. However, Northern Ireland will be covered on the same basis as a trip within the UK, as this forms part of the United Kingdom and Channel Islands. Southern Ireland will be treated as holiday in Europe. Northern Ireland forms part of the United Kingdom and Channel Islands, therefore this would be covered under ‘United Kingdom’ only. The Republic (South) of Ireland is not part of the United Kingdom and therefore would be classed as Europe.

How do you define a UK resident?

“The definition of a UK resident under this policy is: a person who has their main home in the United Kingdom or the Channel Islands and has not spent more than six months abroad in the year before buying this policy.
United Kingdom: England, Wales, Scotland, Northern Ireland and the Isle of Man.”

Can a non-resident of the UK purchase a policy?

No. This policy is for residents of the United Kingdom and the Channel Islands only

When does my insurance policy start?

“Your policy is divided into two parts.
Policy A: begins from the date your policy was issued and covers you for cancellation up until you leave home to begin your trip.
Policy B: begins from the time you leave home up until you return home or the policy expires, whichever is the first.”

My children only live with me at weekends and holidays, can I still purchase a family policy?

Yes, a single family policy would cover the parents for travel with their children.

Am I covered for departure from Dublin airport?

Yes, we will cover you from departure from Dublin Airport providing you are a resident of Northern Ireland.

What is covered under Europe Excluding Spain?

All countries west of the Ural Mountains in Russia, Algeria, Morocco, Tunisia, the Azores and Mediterranean Islands excluding Spain, The Balearics, Madeira, Canary Islands, Cyprus, Turkey and Malta.

What is covered under Europe Including Spain?

All countries west of the Ural Mountains in Russia, Algeria, Morocco, Tunisia, the Azores and Mediterranean Islands including Spain, The Balearics, Madeira, Canary Islands, Cyprus, Turkey and Malta

Does my policy cover me for Civil Unrest?

We cannot provide cover under any section of our policies for civil unrest, or to any destination in which the Foreign and Commonwealth Office has advised against ‘all travel’. If you are not sure whether there is a warning for your destination, please check with the Foreign and Commonwealth Office before booking your trip and before travelling.

How do I make a claim?

To begin your claim you will need to complete a claim form. The claim form clearly states what you need to do and what documentation is required to support your claim. You can download the relevent form at www.travel-claims.net, contact Travel Claims Facilities on 02038 296 745 or send us an email at claims@tif-plc.co.uk (Please remember to tell us your name and address and policy number!) Once completed, please send your completed form to: Travel Claims Facilities, 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY.

Can I cover my grandchild, foster child or step child under my policy?

Yes. Any child under 18 that is part of your close family, can be covered under your policy if you opt to have the Family cover.

Are the cover levels per person or per policy?

The cover levels apply to each person listed on the policy, not as a whole.

How do I get medical assistance when I am away?

For emergency medical assistance while you are away, please contact the 24 hour emergency assistance service provided by Emergency Assistance Facilities (EAF) on: +44 (0) 2038 296 745.

For non emergencies, please telephone: +44 (0)2038 296 558 – 9am-5pm UK time Monday –Friday
Emergency Assistance Facilities role is to guide and advise you, as well as liase with the treating doctors where appropriate. Remember, if you have to make any payments relating to sickness overseas, hold on to all the receipts as you’ll need these when making a claim.

What is EHIC?

The European Health Insurance Card (EHIC) replaced the old E111 certificate in January 2006. The card entitles the holder to receive state-provided medical treatment within the country being visited in the EU. It provides you with same benefits that the local residents get. In some countries (France for example) you may have to make a contribution towards the treatment you receive. You can obtain a card through the Post Office or by completing a form at the NHS website (which is considerably quicker). The card is free, however some third party websites can try and charge you for it so we recommend ordering safely and securely through the NHS website. Other than your name and address they will require your National Insurance number.

Do I have to pay my medical bills myself?

If you are asked to pay a small bill for medicines and/or outpatient treatment it is often easier to settle your bill direct, keep all receipts and claim for the costs incurred on your return home. If your treatment is expensive (i.e. outpatient treatment and additional related expenses over £500) or you are admitted as an in-patient, our Emergency Medical Assistance Service must be contacted as soon as possible. The Emergency Medical Assistance Service will liaise with the treating doctor and determine the best course of action to ensure your safety and well-being.

Would I be covered if my spouse became ill on holiday and had to stay in hospital beyond the duration of the policy?

Yes, the policy would be automatically extended to cover the person receiving treatment in hospital and one other person required by the medical team to remain with them.

Can I have cover for Psychological conditions?

Yes, however they must be full declared to us, and if cover is available for your condition we will confirm this in writing

Can I travel whilst pregnant?

“If you are pregnant before purchasing the policy:
You will not be covered for cancelling your holiday unless there are unexpected medical complications with your pregnancy.
You will be covered for unexpected medical complications as a result of your pregnancy whilst on your trip.

If you fall pregnant after purchasing the policy:
You will be given the option to cancel your holiday within 14 days of confirmation.
If you choose to travel, you will be covered for any unexpected medical complications as a result of your pregnancy.”

Do I have cover for cancellation or curtailment when caused by a Pre-existing Medical Condition affecting a close relative, traveling companion who is not insured under this policy or a person with whom I intend to stay whilst on my trip?

This policy will not cover any claims under Cancellation or & Curtailment arising directly or indirectly from any Pre-existing Medical Condition or any known complication of it, affecting any:
Close Relative who is not traveling as an Insured Person under this policy;
or a traveling companion who is not insured under this policy;
or person with whom You intend to stay whilst on Your Trip,
If during prior to the commencement of the Period of Insurance they had:
required surgery, inpatient treatment or hospital consultations; or
b. required any form of treatment or prescribed medication; or
c. if they were on a waiting-list for, or had knowledge of the need for, surgery, inpatient treatment or investigation at any hospital or clinic at the commencement of the Period of Insurance; or
d. if a terminal diagnosis had been received prior to the commencement of the Period of Insurance.
Please note: this includes if they are awaiting surgery, referral, or investigation of undiagnosed condition/symptoms.

What do I do if I have a pre-existing medical condition?

All travel insurance companies require the policyholder to disclose anything that may influence them in their decision to accept or decline a risk. When obtaining a quotation please read the all the terms and conditions which will guide you through the simple process.
This insurance operates on the following basis:
The insurance will not cover you when you are travelling against the advice of a Medical Practitioner (or would be traveling against the advice of a Medical Practitioner had you sought their advice)
The insurance will not cover you when you are traveling with the intention of obtaining medical treatment or consultation abroad.
The insurance will NOT cover you if you have any undiagnosed symptoms that require attention or investigation in the future (that is symptoms for which you are awaiting investigations/consultations, or awaiting results of investigations, where the underlying cause has not been established)
No claim arising directly or indirectly from a Pre-existing Medical Condition affecting you will be covered unless:
you have declared ALL Pre-existing Medical Conditions to Us; and
you have declared any changes in Your health or prescribed medication; and
We have accepted the condition(s) for insurance in writing.
For the purposes of this insurance a Pre-existing Medical Condition is considered to be:
any serious or recurring medical condition which has been previously diagnosed, investigated or treated in any way, at any time prior to travel, even if this condition is currently considered to be stable and under control.

You can declare your Pre-existing Medical Conditions by contacting our medical screening helpline, please refer to the policy wording for the criteria regarding pre-existing medical conditions.

Do I have cover for cancellation or curtailment when caused by a Pre-existing Medical Condition affecting a close relative, traveling companion who is not insured under this policy or a person with whom I intend to stay whilst on my trip.

This policy will NOT cover any claims under Cancellation, Medical Expenses or Curtailment arising from any Pre-existing Medical Condition or known complication of it, affecting any:
Close Relative who is not traveling as an Insured Person under this policy; or
traveling companion who is not insured under this policy; or
person with whom You intend to stay whilst on Your Trip,
If during prior to the commencement of the Period of Insurance they had:
a. required surgery, inpatient treatment or hospital consultations; or
b. required any form of treatment or prescribed medication; or
c. if they were on a waiting-list for, or had knowledge of the need for, surgery, inpatient treatment or investigation at any hospital or clinic at the commencement of the Period of Insurance; or
d. if a terminal diagnosis had been received prior to the commencement of the Period of Insurance. This policy will
Please note: this includes if they are awaiting surgery, referral, or investigation of undiagnosed condition/symptoms.

What should I do if taken ill overseas?

For emergency medical assistance while you are away, please contact the 24 hour emergency assistance service provided by Emergency Assistance Facilities (EAF) on: +44 (0) 2038 296 745.
For non emergencies, please telephone: +44 (0) 2038 296 558 – 9am-5pm UK time Monday –Friday
Emergency Assistance Facilities role is to guide and advise you, as well as liase with the treating doctors where appropriate. Remember, if you have to make any payments relating to sickness overseas, hold on to all the receipts as you’ll need these when making a claim.

If I am rushed home in an emergency at what point does my cover end?

Regarding the ongoing care of travellers when they return home to the UK when sick or injured, the simple answer is that travel insurance is designed to get people home and into the care of the NHS. Even if the situation called for evacuation of a casualty back to the UK by air ambulance, the traveller would be met on arrival by an ambulance (paid for by the insurance company) to take them to hospital, at which point the cover under the policy will end.

If you cannot find the answer to your questions please do not hesitate to contact us.
Get Quote