AXA Travel Insurance

Your policy wording

Helpful phone numbers

We recommend that you save the following telephone numbers into your mobile phone:

Emergency medical assistance or repatriation:

All claims except legal expenses:

Legal expenses claims only:

Customer Services:

+44 (0)1737 815626

0844 874 0361*

0844 874 0362*

0844 874 0360*

Contents

Section Page no

Introduction ............................................................................................................................................. 4

Definitions ............................................................................................................................................. 5

General conditions applicable to the whole policy ............................................................................. 8

Emergency and medical service ....................................................................................................... 9

Claims conditions ................................................................................................................................ 10

Important conditions relating to health .......................................................................................... 11

What is not covered – applicable to all sections of the policy .................................................... 12

Sports and activities ................................................................................................................................ 13

Additional sports and activities ....................................................................................................... 13

Covered if the appropriate winter sports premium has been paid .................................................... 13

Section A – Emergency medical and repatriation costs ................................................................ 14

Section B – Personal accident ...................................................................................................... 15

Section C – Cancelling or cutting short your trip ............................................................................. 16

Section D – Missed departure ................................................................................................................... 17

Section E – Travel disruption ................................................................................................................... 18

Section F – Personal money, passport and documents ................................................................. 21

Section G – Personal Possessions and baggage ............................................................................. 22

Section H – Sports equipment ....................................................................................................... 23

Section I – Personal liability ................................................................................................................... 24

Section J – Legal expenses ................................................................................................................... 25

Making a complaint ................................................................................................................................ 26

4 of 27

Introduction

This is your travel insurance policy. It contains details

of what is covered, what is not covered and the

conditions for each insured person and is the basis

on which all claims will be settled. It is validated by the

issue of the policy schedule which should be read in

conjunction with the policy.

In return for having accepted your premium we will

provide insurance in accordance with the operative

sections of your policy as referred to in your

policy schedule.

The policy schedule and any endorsements are

all part of the policy. Your policy is evidence of the

contract of insurance.

United Kingdom residents

This policy is only available to you if you are permanently

resident in the United Kingdom and registered with a

medical practitioner in the United Kingdom.

The law which applies to this policy

English law will apply to this policy.

Annual multi trip

Age eligibility

This policy is not available to anyone aged 75 or over

at the start date of the policy if annual multi trip cover

is selected. If you are aged under 18 you are only

insured when accompanied by a responsible adult.

If you reach the age of 75 during the period of

insurance, cover will continue until the next renewal

date but not after that.

Automatic renewal

In order to ensure continuous cover, we will keep

your payment details so we can continue to deduct

premiums when we renew your policy. Each year we

will email you in advance to remind you that this is

happening. If you do not want to renew this policy, all

you need to do is call us on 0844 874 0360*

to let us know before the renewal date.

Single trip

Age eligibility

If single trip cover is selected, this policy is not

available to anyone aged 80 or over at the time of

purchase. If you are aged under 18 you are only

insured when accompanied by a responsible adult

Policy excess

Under most sections of the policy, claims will be

subject to an Excess. This means that you will be

responsible for paying the rst part of each and every

claim per incident claimed for, under each section by

each insured person. Your Excess is shown on your

policy schedule.

Emergency Assistance Helpline:

+44 (0)1737 815626

Please carry this policy with you in case of an emergency.

AXA Insurance

This policy is underwritten by AXA Insurance UK plc

who is authorised and regulated by the Financial

Services Authority. This can be checked on the

FSA’s register by visiting the FSA’s website at

www.fsa.gov.uk/register or by contacting them on

0845 606 1234.

5 of 27

Denitions

These denitions apply throughout your policy booklet.

Where we explain what a word means that word will

appear highlighted in bold print and have the same

meaning wherever it is used in the policy. We have

listed the definitions alphabetically.

Baggage

See denition of Personal Possessions

and baggage.

Bodily injury

means an identiable physical injury caused

by sudden, unexpected, external and visible

means including injury as a result of unavoidable

exposure to the elements.

Business trip

means a trip taken wholly or in part for business

purposes but excluding manual work.

Close business associate

means any person whose absence from business

for one or more complete days at the same time

as your absence prevents the continuation of

that business.

Close relative

means mother, father, sister, brother, wife,

husband, civil partner, daughter, son, grandparent,

grandchild, parent-in-law, son-in-law, daughter-in-

law, sister-in-law, brother-in-law, step parent, step

child, step sister, step brother, foster child, legal

guardian, domestic partner or ancé/ancée.

Curtailment / Curtail

means either:

a) cutting short the trip by direct early return

to your home area, in which case claims will

be calculated from the day you returned to

your home area and based on the number of

complete days of your trip you have not used,

b) attending a hospital outside your home area

as an in-patient or being conned to your

accommodation abroad due to compulsory

quarantine or on the orders of a medical

practitioner, in either case for a period in

excess of 48 hours. Claims will be calculated

from the day the ill/injured person was

admitted to hospital or conned to your

accommodation and based on the number of

complete days for which you were hospitalised,

quarantined or conned to your

accommodation. Cover only applies to ill/

injured persons.

Excess

means the amount of money you have to pay

for each claim. Excesses apply per person, per

incident and per each section of the policy. Your

excesses are shown on your policy schedule.

Home

means your normal place of residence in the

United Kingdom.

Home area

For residents of the United Kingdom excluding

Channel Islands and the Isle of Man, your home

area means the United Kingdom excluding

Channel Islands and the Isle of Man. For residents

of the Channel Islands and the Isle of Man, your

home area means either the Channel Islands or

the Isle of Man depending on where your home is.

Insured Person

See denition of You/Your/Yourself.

Medical condition

means any disease, illness or injury.

Medical practitioner

means a registered practising member of the

medical profession recognised by the law of

the country where they are practising, who is

not related to you or any person who you are

travelling with.

Period of insurance

means if annual multi trip cover is selected: the

period of 12 months for which we have accepted

the premium as stated in your policy schedule.

During this period any trip not exceeding 31 days

is covered, but limited to 17 days in total in each

period of insurance for winter sports (provided you

have paid the appropriate winter sports premium to

include this cover). Under these policies Section C

– ‘Cancelling your trip’ cover will be operative from

the date stated in the policy schedule or the time

of booking any trip (whichever is the later date) and

terminates on commencement of any trip.

means if single trip cover is selected: the period

of the trip and terminating upon its completion,

but not in any case exceeding the period shown

in the schedule. Under these policies Section C –

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‘Cancelling your trip’ cover will be operative from

the time you pay the premium.

For all other sections of the policy, whichever cover

is selected, the insurance starts when you leave

your home to begin the trip and ends at the time of

your return to your home on completion of the trip.

However any trip that had already begun when

you purchased this insurance will not be covered,

except where you renew an existing annual multi

trip policy which fell due for renewal during the trip.

The period of insurance is automatically extended

for the period of the delay in the event that your

return to your home area is unavoidably delayed

due to reasons beyond your control.

Personal possessions and baggage

means luggage, clothing, personal effects,

valuables and other articles (but excluding sports

equipment, personal money and documents of

any kind) which belong to you (or for which you

are legally responsible) which are worn, used or

carried by you during any trip.

Personal money

means bank notes, currency notes and coins in

current use, travellers’ and other cheques, postal

or money orders.

Public transport

means any publicly licensed aircraft, sea vessel,

train, coach or bus on which you are booked or

had planned to travel.

Secure baggage area

means any of the following, as and where

appropriate:

a) The locked dashboard, boot or luggage

compartment of a motor vehicle;

b) The locked luggage compartment of a

hatchback vehicle tted with a lid closing off

the luggage area, or of an estate car with a

tted and engaged tray or roller blind cover

behind the rear seats;

c) The xed storage units of a locked motorised or

towed caravan; or

d) A locked luggage box, attached to a roof rack

which is itself attached to the vehicle roof.

Sports Equipment

means articles that are usually worn, carried or held

in the course of participating in a recognised sport.

Terrorism

means an act, including but not limited to the use

of force or violence and/or the threat thereof,

of any person or group(s) of persons, whether

acting alone or on behalf of or in connection with

any organisation(s) or governments, committed

for political, religious, ideological or similar

purposes including the intention to inuence

any government and/or to put the public, or any

section of the public, in fear.

Trip

means any holiday, business or pleasure trip or

journey made by you within the area of travel

shown in the schedule which begins and ends in

your home area during the period of insurance,

but excluding one way trips or journeys.

If annual multi trip cover is selected any trip not

exceeding 31 days is covered, but limited to 17

days in total in each period of insurance for winter

sports (provided you have paid the appropriate

winter sports premium to include this cover). In

addition, any trip solely within your home area

is only covered where you have pre-booked at

least two nights accommodation in a hotel, motel,

holiday camp, bed and breakfast, holiday cottage

or similar accommodation rented for a fee. Each

trip under annual multi trip cover is considered

to be a separate insurance, with the terms,

denitions, What is not covered and conditions

contained in this policy applying to each trip.

Where we have agreed to cover your medical

condition, this applies to each trip during the

period of insurance.

Unattended

means when you are not in full view of and not in

a position to prevent unauthorised interference

with your property or vehicle.

United Kingdom

means England, Scotland, Wales, Northern

Ireland, the Isle of Man and the Channel Islands.

Valuables

means jewellery, gold, silver, precious metal or

precious or semiprecious stone articles, watches,

furs, cameras, camcorders, portable satellite

navigation systems, photographic, audio, video,

computer, television and telecommunications

equipment (including MP3/4 players), computer

games and associated equipment.

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Vermin

means rats, mice, squirrels, owls, pigeons, foxes,

bees, wasps or hornets.

We/Us/Our

means AXA Insurance UK plc. Registered in

England No. 78950. Registered Ofce: 5 Old

Broad Street, London, EC2N 1AD.

You/Your/Yourself/Insured person

means each person travelling on a trip whose

name appears in the policy schedule.

8 of 27

You must comply with the following conditions to have

the full protection of your policy.

If you do not comply we may cancel the policy or

refuse to deal with your claim or reduce the amount of

any claim payment.

1. Dual insurance

If at the time of any incident which results in a

claim under this policy, there is another insurance

covering the same loss, damage, expense or liability

we will not pay more than our proportional share

(not applicable to Section B – Personal accident).

2. Reasonable precautions

At all times you must take all reasonable

precautions to avoid injury, illness, disease, loss,

theft or damage and take all reasonable steps to

safeguard your property from loss or damage and

to recover property lost or stolen.

3. Cancellation

Statutory cancellation rights

You may cancel this policy within 14 days of buying

the policy by phoning: 0844 874 0360*

Any premium already paid will be refunded to you

providing you have not travelled, no claim has

been made or is intended to be made and no

incident likely to result in a claim has occurred.

We reserve the right to charge a £15 cancellation fee.

4. Cancellation outside the statutory period

You may cancel this policy at any time after the

cancellation period by calling 0844 874 0360*.

If you cancel after the 14 day cancellation period

no premium refund will be made.

5. Payment of Premium

Your payment will be debited from your payment

card immediately and will appear on your

statement within 3 working days. This includes any

additional premium or related administration fees

that may arise from changes made to your policy.

Should you fail to make your payment(s) in full and

by the due date, we will seek to recover all monies

and may:

■ Cancel your policy subject to our £15

cancellation fee

■ Refuse to pay any pending claims on your

policy/policies

■ Refer details of your policy to our debt collection

agencies that will seek to recover all monies

on our behalf and may record this outstanding

debt. Should this action be taken, we reserve

the right to add an administration fee to the

value of your debt to cover costs incurred.

6. Administration fees

We reserve the right to charge an administration

fee of up to £20 should a change or correction be

made to your policy by a member of our team.

General conditions applicable to the whole policy

9 of 27

You must contact the Emergency Assistance Service

in the event of an illness or accident which may

lead to in-patient hospital treatment or before any

arrangements are made for repatriation; or in the

event of curtailment necessitating your early return

home. The service operates 24 hours a day, 365 days

a year for advice, assistance, making arrangements for

hospital admission, repatriation (returning you to your

home area) and authorisation of medical expenses.

If this is not possible because the condition requires

emergency treatment you must contact the Emergency

Assistance Service as soon as possible. Private

medical treatment is not covered unless authorised

specically by the Emergency Assistance Service.

Medical assistance abroad

The Emergency Assistance Service has the medical

expertise, contacts and facilities to help should you

be injured in an accident or fall ill. The Emergency

Assistance Service will also arrange transport home

when this is considered to be medically necessary or

when you are told about the illness or death of a close

relative or a close business associate at home.

Payment for medical treatment abroad

If you are admitted to a hospital/clinic while abroad,

the Emergency Assistance Service will arrange for

medical expenses, covered by the policy, to be paid

direct to the hospital/clinic. To take advantage of

this benet someone must contact the Emergency

Assistance Service for you as soon as possible.

For out-patient treatment, you should pay the hospital/

clinic yourself and claim back medical expenses

from us on your return to your home area. Beware

of requests for you to sign for excessive treatment or

charges. If you are in doubt, please call the Emergency

Assistance Service for guidance.

Reciprocal health agreements with other

countries

EU, EEA or Switzerland

If you are travelling to countries within the European

Union (EU), the European Economic Area (EEA)

or Switzerland you are strongly advised to obtain

a European Health Insurance Card (EHIC) postal

application form from your local Post Ofce.

You can also apply either online through

www.dh.gov.uk/travellers or by telephoning 0845 606

2030. This will entitle you to benet from the health

care arrangements which exist between countries

within the EU/EEA or Switzerland.

If we agree to pay for a medical expense which has

been reduced by more than the Excess because you

have used either a European Health Insurance Card

or private health insurance, we will not deduct the

Excess under Section A - Emergency medical and

repatriation costs.

Australia

If you need medical treatment in Australia you must

enrol with a local MEDICARE ofce. You do not need to

enrol when you arrive, but you must do this after the

rst occasion you receive treatment. In-patient and

out-patient treatment at a public hospital will then be

available free of charge. Details of how to enrol and

the free treatment available can be found in the Health

advice for Travellers booklet available from your local

Post Ofce or by visiting either

www.dh.gov.uk/travellers or

the MEDICARE website on http;//www.hic.gov.au/

Alternatively please call the Emergency Assistance

Service for guidance.

If you are admitted to hospital you must contact the

Emergency Assistance Service as soon as possible and

get their authorisation for any treatment not available

under MEDICARE.

Emergency and medical service

Contact the Emergency Assistance

Service on telephone number :

+44 (0)1737 815626

Contact the Emergency Assistance

Service on telephone number :

+44 (0)1737 815626

10 of 27

Claims conditions

You must comply with the following conditions to have

the full protection of your policy.

1. Claims

The claim notication must be made within 31

days or as soon as possible after that following

any Bodily injury, illness, disease, incident, event,

redundancy or the discovery of any loss, theft or

damage which may lead to a claim under this policy.

You must also tell us if you are aware of any court

claim form, summons or impending prosecution.

Every communication relating to a claim must

be sent to us as soon as possible. You or anyone

acting on your behalf must not negotiate, admit

or repudiate (refuse) any claim without our

permission in writing.

You or your legal representatives must supply

at your own expense, all information, evidence,

details of household insurance, proof of ownership

and medical certicates as required by us. You

should refer to the section under which you are

claiming for further details of the evidence that we

need to deal with your claim.

We reserve the right to require you to undergo an

independent medical examination at our expense.

We may also request and will pay for a post

mortem examination.

You must retain any property which is damaged,

and if requested, send it to us at your own expense.

If we pay a claim for the full value of the property

and it is then recovered it will then become our

property. We may refuse to reimburse you for

any property which you cannot provide proof of

ownership such as an original receipt, a valuation,

user manual or bank or credit card statements.

If you do not comply we may cancel the policy

or refuse to deal with your claim or reduce the

amount of any claim payment.

2. Transferring of rights

We are entitled to take over any rights in the

defence or settlement of any claim and to take

proceedings in your name for our benet against

any other party.

3. Fraud

You must not act in a fraudulent manner.If you or

anyone acting for you

a) Make a claim under the policy knowing the

claim to be false or fraudulently exaggerated in

any way; or

b) Make a statement in support of a claim

knowing the statement to be false in any way;

c) Submit a document in support of a claim

knowing the document to be forged or false in

any way; or

d) Make a claim for any loss or damage caused by

your wilful act or with your connivance

Then

i) we will not pay the claim

ii) we will not pay any other claim which has

been or will be made under the policy

iii) we may make the policy void from the date

of the fraudulent act

iv) we will be entitled to recover from you the

amount of any claim already paid under

the policy

v) we will not refund any premium

vi) we may inform the police of

the circumstances.

You must contact us by phone if you want to make a claim using the relevant number given below,

depending on the type of claim:

All claims except Legal expenses:

Legal expenses only:

0844 874 0361*

0844 874 0362*

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You must comply with the following conditions to have

the full protection of your policy.

If you do not comply we may cancel the policy or

refuse to deal with your claim or reduce the amount of

any claim payment.

1. It is a condition of this policy that you will not be

covered under Section A – Emergency medical

and repatriation costs, Section B – Personal

accident, and Section C – Cancelling or cutting

your trip short, for any claims arising directly or

indirectly from:

a) At the time of taking out this policy:

i) Any medical condition you have, or have

had, for which you are taking or have been

taking prescribed medication within the

last ve years

ii) Any medical condition you have, or have

had, for which you are waiting to receive,

or have received treatment (including

surgery, tests or investigations) within the

last ve years

unless you have declared your medical

conditions to us and we have agreed to cover

you. Covered medical conditions are shown on

your policy schedule.

iii) Any medical condition for which you have

received a terminal prognosis

iv) Any medical condition you are aware of

but for which you have not had a diagnosis

v) Any medical condition for which you are

on a waiting list for or have knowledge

of the need for surgery, treatment or

investigation at a hospital, clinic or

nursing home

vi) Any medical condition affecting you

a close relative or a close business

associate that you are aware of, that could

reasonably be expected to result in a claim

on this policy

b) At any time:

i) Any medical condition you have for which

a medical practitioner has advised you

not to travel (or would have done so had

you sought his/her advice), but despite this

you still travel

ii) Any surgery, treatment or investigations

for which you intend to travel outside

of your home area to receive (including

any expenses incurred due to the

discovery of other medical conditions

during and/or complications arising

from these procedures)

iii) Any medical condition for which you are

not taking the recommended treatment

or prescribed medication as directed by a

medical practitioner

iv) You travel against any health

requirements stipulated by the carrier,

their handling agents or any other public

transport provider.

If your health changes after the start date of your

policy and the date your travel tickets or conrmation

of booking were issued, you should check with your GP

that you are t to travel. You will not be covered under

Section A - Medical expenses and repatriation costs if

you travel against medical advice. You may be able to

claim under Section C – Cancelling your trip if this is

medically necessary.

You should also refer to What is not covered –

applicable to all sections of the policy.

Important conditions relating to health

12 of 27

What is not covered

- applicable to all sections of the policy

We will not pay for claims arising directly or indirectly

from:

1. War risks, civil commotion and terrorism

War, invasion, acts of foreign enemies, hostilities

or warlike operations (whether war be declared

or not), civil war, rebellion, terrorism, revolution,

insurrection, civil commotion assuming the

proportions of or amounting to an uprising, military

or usurped power but this exclusion shall not apply

to losses under Section A – Emergency medical

and repatriation costs, Section B – Personal

accident , and Section E – Travel disruption unless

such losses are caused by nuclear, chemical or

biological attack, or the disturbances were already

taking place at the beginning of any trip.

2. Radioactive contamination

Ionising radiation or contamination by radioactivity

from any nuclear fuel or from any nuclear waste,

from combustion of nuclear fuel, the radioactive,

toxic, explosive or other hazardous properties of

any nuclear assembly or nuclear component of

such assembly.

3. Winter sports

Your participation in winter sports unless the

appropriate winter sports premium has been paid.

Cover will apply for a period of no more than 17

days in total in each period of insurance under

annual multi trip policies and for the period of the

trip under single trip policies.

4. Professional sports or entertaining

Your participation in or practice of any professional

sports or professional entertaining.

5. Other sports or activities

Your participation in or practice of any other sport

or activity, manual work, driving any motorised

vehicle or racing unless:

a) specied in the list on page 13 or

b) shown as covered in your policy schedule.

6. Suicide, drug use, alcohol or solvent abuse and

putting yourself at needless risk

Your wilfully, self-inicted injury or illness, suicide

or attempted suicide, sexually transmitted

diseases, solvent abuse, alcohol abuse, drug

use (other than drugs taken in accordance with

treatment prescribed and directed by a medical

practitioner, but not for the treatment of drug

addiction), and putting yourself at needless risk

(except in an attempt to save human life).

7. Unlawful action

Your own unlawful action or any criminal

proceedings against you.

8. Additional loss or expense

Any other loss, damage or additional expense

following on from the event for which you are

claiming, unless we provide cover under this

insurance. Examples of such loss, damage or

additional expense would be the cost of replacing

locks after losing keys, costs incurred in preparing

a claim or loss of earnings following Bodily injury,

illness or disease.

9. Armed Forces

Operational duties of a member of the Armed

Forces (other than claims arising from authorised

leave being cancelled due to operational reasons,

as provided for under sub section 4. of Section C –

Cancelling or cutting short your trip).

10. Travelling against FCO or WHO advice

Your travel to a country, specic area or event

when the Travel Advice Unit of the Foreign &

Commonwealth Ofce (FCO) or the World Health

Organisation (WHO) or regulatory authority in

a country to/from which you are travelling has

advised against all, or all but essential travel (other

than claims arising from you not being able to

travel and use your booked accommodation or

curtailing the trip before completion, as provided

for under Section E – Travel Disruption cover when

operative).

If you reach any of the ages mentioned above

during the period of insurance, cover will continue

until the next renewal date but not after that.

13 of 27

Sports and activities covered

We automatically provide cover under Section A -

Emergency medical and repatriation costs and Section

B - Personal accident for the following activities.

Archery

Badminton

Banana boating

Baseball (amateur)

Basketball (amateur)

Beach games

Body boarding (boogie boarding)

Bungee jump (1 jump)

Camel riding

Canoeing (up to grade 2)

Clay pigeon shooting (no personal liability cover)

Cricket (amateur)

Cycling / cycle touring (up to 2 days only)

Dinghy sailing

Elephant riding

Fell walking

Fencing

Fishing

Football (amateur)

GAA football (amateur)

Golf

Hiking (without the use of any climbing equipment)

Hockey (amateur)

Horse riding (up to 2 days)

Hot air ballooning (one balloon ride)

Jet skiing (one ride only)

Jogging

Kayaking (up to grade 2)

Marathon running (amateur)

Mountain biking (2 days maximum)

Netball (amateur)

Non manual work (including professional

administrative or clerical duties only)

Orienteering

Outwardbound pursuits

Paintballing

Parachute jump (one jump only)

Parascending (over water)

Pony trekking

Racquetball

Rambling

Ringos

River canoeing (Up to Grade 2)

Roller blading

Roller skating

Rounders

Rowing

Running - sprint/long distance (amateur)

Safari

Sail boarding

Sailing within territorial waters

Scuba diving down to 18 metres (up to 2 dives only)

Sea canoeing/kayaking

Sea shing (2 trips maximum)

Skate boarding

Snorkelling

Squash (amateur)

Surng (amateur, 2 days maximum)

Swimming (recreational)

Tennis (amateur)

Track events (amateur)

Trekking (without the use of any climbing equipment, 2

days maximum)

Volleyball (amateur)

Wakeboarding (amateur, and up to 2 days only)

War Games

Water Polo (amateur)

Water skiing (amateur, 2 days maximum)

White Water Rafting (Grade 1 to 4)

Windsurng (amateur, 2 days maximum)

Yachting (racing/crewing inside territorial waters)

Zorbing

Additional sports and activities

You are covered under Section A - Emergency Medical

and repatriation costs and Section B – Personal

accident for any additional sports and activities shown

on your policy schedule.

Any sports or activities not featured on your policy

schedule or the list above are not covered.

Covered if the appropriate winter sports

premium has been paid

Dry slope skiing

Ice hockey

Ice skating

Glacier walking

Kick sledging

Ski–blading

Ski–dooing

Skiing

Skiing - cross country

Skiing - mono

Skiing - Nordic

Skiing - off piste within resort boundaries

Sledging

Sledging pulled by horse, reindeer or dogs as a

passenger

Snow biking

Snow boarding

Snow bobbing

Snow carting (no liability cover)

Snow mobiling (no liability cover)

14 of 27

Snow shoe walking

Tobogganing

You must pay the additional premium and the winter

sports must be shown as included within your policy

schedule in order for cover to be operative.

Winter sports cover is limited to 17 days on annual

multi-trip policies

What is covered

We will pay you up to the Emergency medical and

repatriation limit in your policy schedule for the

following expenses which are necessarily incurred

during a trip as a result of you suffering unforeseen

bodily injury, illness, disease and/or compulsory

quarantine:

1. Emergency medical, surgical, hospital, ambulance

and nursing fees and charges incurred outside of

your home area.

2. Emergency dental treatment for the immediate

relief of pain (to natural teeth only) up to a limit of

£500 incurred outside of your home area.

3. Costs of telephone calls:

a) to the Emergency Assistance Service notifying

and dealing with the problem for which you are

able to provide receipts or other reasonable

evidence to show the cost of the calls and the

numbers you telephoned

b) incurred by you when you receive calls on your

mobile phone from the Emergency Assistance

Service for which you are able to provide

receipts or other reasonable evidence to show

the cost of the calls.

4. The cost of reasonable travel costs for your travel

to or from hospital relating to your admission,

discharge or attendance for outpatient treatment

or appointments or for collection of medication

prescribed for you by the hospital.

5. If you die:

a) outside your home area the reasonable

additional cost of funeral expenses abroad up

to a maximum of £2,500 plus the reasonable

cost of returning your ashes to your home, or

the additional costs of returning your body to

your home

b) within your home area the reasonable

additional cost of returning your ashes or body

to your home up to a maximum of £750.

6. Reasonable additional transport and/or

accommodation expenses incurred, up to the

standard of your original booking (for example full

or half board, bed and breakfast, self catering or

room only), if it is medically necessary for you to stay

beyond your scheduled return date.

This includes, with the prior authorisation of the

Emergency Assistance Service, reasonable additional

transport and/or accommodation expenses for a

travelling companion, friend or close relative to stay

with you or travel to you from the United Kingdom or

escort you. Also additional travel expenses to return

you to your home or a suitable hospital nearby if you

cannot use the return ticket

7. With the prior authorisation of the Emergency

Assistance Service, the additional costs incurred

in the use of air transport or other suitable means,

including qualied attendants, to repatriate

you to your home if it is medically necessary.

These expenses will be for the identical class of

travel utilised on the outward journey unless the

Emergency Assistance Service agree otherwise.

Special conditions relating to claims

1. You must tell the Emergency Assistance Service

as soon as possible of any bodily injury, illness

or disease which necessitates your admittance

to hospital as an in-patient or before any

arrangements are made for your repatriation.

2. If you suffer bodily injury, illness or disease we

reserve the right to move you from one hospital

to another and/or arrange for your repatriation to

the United Kingdom at any time during the trip.

We will do this, if in the opinion of the medical

practitioner in attendance, or the Emergency

Assistance Service, you can be moved safely and

/or travel safely to your home area or a suitable

hospital nearby to continue treatment.

What is not covered

1. The excess of each and every claim, per incident

claimed for, under this section by each insured

person.

2. Normal pregnancy, without any accompanying

bodily injury, illness, disease or complication. This

section is designed to provide cover for diseases

Section A – Emergency medical and repatriation costs

15 of 27

and normal childbirth would not constitute an

unforeseen event.

3. Any claims arising directly or indirectly for:

a) The cost of treatment or surgery, including

exploratory tests, which are not related to the

bodily injury or illness which necessitated your

admittance into hospital.

b) Any expenses which are not usual, reasonable

or customary to treat your bodily injury, illness

or disease.

c) Any form of treatment or surgery which in

the opinion of the medical practitioner in

attendance and the Emergency Assistance

Service can be delayed reasonably until your

return to your home area.

d) Expenses incurred in obtaining or replacing

medication, which you know you will need at

the time of departure or which will have to be

continued outside of your home area

e) Additional costs arising from single or private

room accommodation.

f) Treatment or services provided by a health

spa, convalescent or nursing home or any

rehabilitation centre unless agreed by the

Emergency Assistance Service.

g) Any costs incurred by you to visit another

person in hospital.

h) Any expenses incurred after you havereturned

to your home area.

i) Any expenses incurred in England, Scotland,

Wales or Northern Ireland which are:

i) for private treatment or

ii) are funded by, or are recoverable from the

Health Authority in your home area.

j) Expenses incurred as a result of a tropical

disease where you have not had the

recommended inoculations and/or taken the

recommended medication.

k) Any expenses incurred after the date on which

we exercise our rights under this section to

move you from one hospital to another and/or

arrange for your repatriation but you decide not

to be moved or repatriated.

4. Anything mentioned in ‘What is not covered -

applicable to all sections of the policy’.

You should also refer to the ‘Important conditions

relating to health’.

Claims evidence

We will require (at your own expense) the following

evidence where relevant:

■ Receipts or bills for all in-patient/out-patient

treatment or emergency dental treatment received.

■ In the event of death, the original death certificate

and receipts or bills for funeral, cremation or

repatriation expenses.

■ Receipts or bills for taxi fares to or from hospital

claimed for, stating details of the date, name and

location of the hospital concerned.

■ Receipts or bills or proof of purchase for any other

transport, accommodation or other costs, charges

or expenses claimed for, including calls to the

Emergency Assistance Service.

■ Any other relevant information relating to your

claim under this section that we may ask you for.

To make a claim under this section please

call: For medical assistance and/or

repatriation claims +44 (0)1737 815626 or

other claims 0844 874 0361*

Special denitions relating to this section

(which are shown in italics)

Loss of limb

means loss by permanent severance of an entire

hand or foot or the total and permanent loss of

use of an entire hand or foot.

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

fully qualied ophthalmic specialist and

b) in one eye if the degree of sight remaining after

correction is 3/60 or less on the Snellen scale.

What is covered

We will pay one of the Personal accident benets

shown in your policy schedule if you sustain bodily

injury which shall solely and independently of any

other cause, result within two years in your death, loss

of limb, loss of sight or permanent total disablement.

Special conditions relating to claims

1. Our medical practitioner may examine you as often

as they consider necessary if you make a claim.

Provisions

1. Benet is not payable to you:

a) Under more than one section.

b) Under permanent total disablement, until one

year after the date you sustain bodily injury

c) Under permanent total disablement, if you

Section B – Personal accident

16 of 27

are able or may be able to carry out any any

occupation after one year.

2. The Death benet will be paid to the deceased

insured person’s estate.

What is not covered

1. Anything mentioned in What is not covered

applicable to all sections of the policy.

Claims evidence

We will require (at your own expense) the following

evidence where relevant:

■ In the event of death, the original death certificate.

■ A medical certificate or report in relation to

claims for loss of limb, loss of sight or permanent

total disablement.

■ Any other relevant information relating to your

claim under this section that we may ask you for.

To make a claim under this section please

call 0844 874 0361*

What is covered

We will pay you up to the amount shown in your

schedule for any irrecoverable unused travel and

accommodation costs (including excursions up to

£250) and other pre-paid charges which you have paid

or are contracted to pay, together with any reasonable

additional travel expenses incurred if:

■ a) cancellation of the trip is necessary and

unavoidable or

■ b) the trip is curtailed before completion

as a result of any of the following events:

1. The death, bodily injury, illness, disease, or

complications arising as a direct result of

pregnancy of:

a) you

b) any person who you are travelling or have

arranged to travel with

c) any person who you have arranged to stay with

d) your close relative

e) your close business associate.

2. You or any person who you are travelling or

have arranged to travel with being quarantined,

called as a witness at a Court of Law or for jury

service attendance.

3. Redundancy of you or any person who you are

travelling with or have arranged to travel with

(which qualies for payment under current United

Kingdom redundancy payment legislation, and at

the time of booking the trip there was no reason to

believe anyone would be made redundant).

4. You or any person who you are travelling or

have arranged to travel with, are a member of

the Armed Forces, Territorial Army, Police, Fire,

Nursing or Ambulance Services or employees of

a Government Department and have your/their

authorised leave cancelled or are called up for

operational reasons, provided that the cancellation

or curtailment could not reasonably have been

expected at the time when you purchased this

insurance or at the time of booking any trip.

5. The Police or other authorities requesting you

to stay at or return to your home due to serious

damage to your home.

If the same costs, charges or expenses are also

covered under Section E – Travel Disruption, you

can only claim for these under one section for the

same event.

Special conditions relating to claims

1. You must get (at your own expense) a medical

certicate from a medical practitioner and the

prior approval of the Emergency Assistance Service

to conrm the necessity to return home, prior to

curtailment of the trip due to death, bodily injury,

illness, disease or complications arising as a direct

result of pregnancy.

2. If you fail to notify the travel agent, tour operator or

provider of transport or accommodation as soon as

you nd out it is necessary to cancel the trip, the

amount we will pay will be limited to the cancellation

charges that would have otherwise applied.

3. If you cancel the trip due to:

a) stress, anxiety, depression or any other mental

or nervous disorder that you are suffering

from you must provide (at your own expense)

a medical certicate from a consultant

specialising in the relevant eld or

b) any other bodily injury, illness, disease or

complications arising as a direct result of

pregnancy, you must provide (at your own

expense) a medical certicate from a medical

practitioner stating that this necessarily and

reasonably prevented you from travelling.

What is not covered

1. The excess of each and every claim, per incident

claimed for, under this section by each

insured person.

Section C – Cancelling or cutting short your trip

17 of 27

2. The cost of Airport Departure Duty/Tax recoverable

from elsewhere.

3. Any claims arising directly or indirectly from:

a) Redundancy caused by or resulting from

misconduct leading to dismissal or resignation

or voluntary redundancy, or where you received

a warning or notication of redundancy before

you purchased this insurance or at the time of

booking any trip

b) Circumstances known to you before you

purchased this insurance or at the time of

booking any trip which could reasonably

have been expected to lead to cancellation or

curtailment of the trip.

4. Anything mentioned in What is not covered applicable

to all sections of the policy. You should also refer to

the Important conditions relating to health.

Claims evidence

We will require (at your own expense) the following

evidence where relevant:

■ A medical certificate from the treating medical

practitioner (or in the case of stress, anxiety,

depression or any other mental or nervous

disorder, a consultant specialising in the relevant

field) explaining why it was necessary for you to

cancel or curtail the trip.

■ In the case of death causing cancellation or

curtailment of the trip, the original death certificate.

■ Booking confirmation together with a cancellation

invoice from your travel agent, tour operator or

provider of transport/accommodation.

■ In the case of curtailment claims, written details

from your travel agent, tour operator or provider of

transport/accommodation of the separate costs of

transport, accommodation and other pre-paid costs

or charges that made up the total cost of the trip.

■ Your unused travel tickets.

■ Receipts or bills for any costs, charges or expenses

claimed for.

■ In the case of compulsory quarantine, a letter

from the relevant authority or the treating

medical practitioner.

In the case of jury service or witness attendance,

the court summons.

■ The letter of redundancy for redundancy claims.

■ A letter from the commanding officer concerned,

confirming cancellation of authorised leave or call

up for operational reasons.

■ In the case of serious damage to your home a

report from the Police or relevant authority.

■ Any other relevant information relating to your

claim under this section that we may ask you for.

To make a claim under this section please

call: For curtailment claims +44 (0)1737

815626 or other claims 0844 874 0361*

Section D – Missed departure (only operative if indicated in the schedule)

What is covered

We will pay you up to the amount in your policy schedule

for reasonable additional accommodation (room only)

and travel expenses necessarily incurred in reaching

your overseas destination or returning to the United

Kingdom, if you fail to arrive at the departure point in

time to board the public transport on which you are

booked to travel on for the initial international outbound

and return legs of the trip as a result of:

1. the failure of other public transport or

2. an accident to or breakdown of the vehicle in

which you are travelling or

3. an accident or breakdown happening ahead of you

on a public road which causes an unexpected delay

to the vehicle in which you are travelling or

4. strike, industrial action or adverse weather conditions.

If the same expenses are also covered under Section

E – Travel Disruption cover you can only claim under

one section for the same event.

Special conditions relating to claims

1. You must allow enough time for the public

transport or other transport to arrive on schedule

and to deliver you to the departure point.

What is not covered

1. The excess of each and every claim, per incident

claimed for, under this section by each

insured person.

2. Claims arising directly or indirectly from:

a) Strike or industrial action existing or being

publicly announced by the date you purchased

this insurance or at the time of booking

any trip.

b) An accident to or breakdown of the vehicle in

which you are travelling when a repairers report

or other evidence is not provided.

c) Breakdown of any vehicle owned by you which

has not been serviced properly and maintained

in accordance with manufacturer’s instructions.

d) Your failure to arrive at the departure point in

time to board any connecting public transport

18 of 27

after your departure on the initial international

outbound and return legs of the trip.

3. Additional expenses where the scheduled public

transport operator has offered reasonable

alternative travel arrangements.

4. Anything mentioned in What is not covered

applicable to all sections of the policy.

Claims evidence

We will require (at your own expense) the following

evidence where relevant:

■ A letter from the public transport provider

detailing the reasons for failure.

■ A letter from the relevant public transport provider,

carrier or authority confirming details of the strike,

industrial action or adverse weather conditions.

■ Your unused travel tickets.

■ Receipts or bills or proof of purchase for any

transport, accommodation or other costs, charges

or expenses claimed for.

■ Any other relevant information relating to your

claim under this section that we may ask you for.

To make a claim under this section please call

0844 874 0361*

Section E – Travel Disruption (only operative if indicated in the schedule)

Special denitions relating to this section

Pre-paid charges

means charges you have paid before you travel,

or are contracted to pay, for car hire, car parking,

airport accommodation, airport lounge access,

kennel and cattery fees, excursions, green fees

and ski passes and/or lessons.

What is covered

Before you reach your destination

1. We will pay you up to the Travel Disruption limit

in your policy schedule for your unused travel,

accommodation (including excursions) and other

pre-paid charges that you cannot claim back from

any other source if you cannot travel and have to

cancel your trip as a result of:

a) The public transport on which you were

booked to travel from your home area being

cancelled or delayed for at least 12 hours from

the scheduled time of departure; or

b) You being involuntarily denied boarding

(because there are too many passengers for

the seats available) and no suitable alternative

ight could be provided within 12 hours; or

c) The Travel Advice Unit of the Foreign &

Commonwealth Ofce (FCO) advise against all

travel or all but essential travel to the country

or specic area you are travelling to providing

the advice came into force after you purchased

this insurance or booked the trip (whichever is

the later); or

d) The insolvency of the scheduled airline or

accommodation providers or booking agents,

re, ood, earthquake, explosion, volcanic

eruption, tsunami, landslide, avalanche,

hurricane, storm or an outbreak of food

poisoning or an infectious disease meaning

you cannot travel or use your booked

accommodation.

2. We will pay you up to the Travel Disruption limit in

your policy schedule for your reasonable additional

travel and accommodation costs (room only) which

are of a similar standard to that of your pre-booked

travel and accommodation that you cannot claim

back from any other source if you have to make

alternative arrangements to reach your destination

as a result of:

a) The public transport on which you were

booked to travel from your home area being

cancelled or delayed for at least 12 hours,

diverted or re-directed after take-off; or

b) You being involuntarily denied boarding

(because there are too many passengers for

the seats available) and no suitable alternative

ight could be provided within 12 hours.

3. We will pay you up to the Travel Disruption limit in

your policy schedule for your reasonable additional

travel and accommodation costs (room only) which

are of a similar standard to that of your pre-booked

travel and accommodation you have to pay to

reach your overseas destination that you cannot

claim back from any other source if you fail to

arrive at the departure point in time to board any

onward connecting public transport on which you

are booked to travel as a result of:

a) The failure of other public transport; or

b) Strike, industrial action or adverse weather

conditions; or

c) You being involuntarily denied boarding

(because there are too many passengers for the

seats available) and no other suitable alternative

ight could be provided with 12 hours.

19 of 27

While you are at your destination

4. We will pay you up to the Travel Disruption limit

in your policy schedule for your unused travel,

accommodation (including excursions) and other

pre-paid charges that you cannot claim back from

any other source together with any reasonable

additional travel and accommodation costs (room

only) which are of a similar standard to that of

your pre-booked travel and accommodation if you

have to:

a) Move to other accommodation at any point

during your trip as a result of the insolvency

of the providers or booking agents, re, ood,

earthquake, explosion, tsunami, landslide,

avalanche, hurricane, storm or an outbreak

of food poisoning or an infectious disease

meaning you cannot use your booked

accommodation; or

b) Curtail your trip with prior authorisation

of the Emergency Assistance Service as

a result of the insolvency of the providers

or booking agents, re, ood, earthquake,

explosion, volcanic eruption, tsunami,

landslide, avalanche, hurricane, storm or an

outbreak of food poisoning or an infectious

disease meaning you cannot use your booked

accommodation and you need to be repatriated

to your home; or

c) Curtail your trip with prior authorisation of

the Emergency Assistance Service as a result

of the Travel Advice Unit of the Foreign &

Commonwealth Ofce (FCO) recommending

evacuation from the country or specic area

you have travelled to providing the advice

came into force after you left your home area

to commence the trip.

On the way home

5. We will pay you up to the Travel Disruption limit in

your policy schedule for your reasonable additional

travel and accommodation costs (room only) which

are of a similar standard to that of your pre-booked

travel and accommodation that you cannot claim

back from any other source if you have to make

alternative arrangements to return to your home or

stay longer outside of your home area as a result of:

a) The public transport on which you were

booked to travel to your home area including

connections being cancelled or delayed for at

least 12 hours, diverted or re-directed after

take-off; or

b) You being involuntarily denied boarding

(because there are too many passengers for

the seats available) and no suitable alternative

ight could be provided within 12 hours.

6. We will pay you up to the Travel Disruption limit in

your policy schedule for your reasonable additional

travel and accommodation (room only) costs if you

fail to arrive at the departure point in time to board

any onward connecting public transport on which

you are booked to travel including those within the

United Kingdom as a result of:

a) The failure of other public transport; or

b) Stirke, industrial action or adverse weather

conditions; or

c) You being involuntarily denied boarding

(because there are too many passengers for the

seats available) and no other suitable alternative

ight could be provided within 12 hours.

In these instances we will pay your additional costs

for a similar standard of your pre-booked travel and

accommodation which you cannot claim back from any

other source.

Special conditions relating to claims

(applicable to all sections of cover)

1. If you fail to notify the travel agent, tour

operator or provider of transport or

accommodation as soon as you find out it is

necessary to cancel the trip the amount we will

pay will be limited to the cancellation charges

that would have applied otherwise.

2. You must get (at your own expense) written

conrmation from the provider of the

accommodation (or their administrators), the local

Police or relevant authority that you could not use

your accommodation and the reason for this.

3. You must give notice as soon as possible

to the Emergency Assistance Service of any

circumstances making it necessary for you to

return home and before any arrangements are

made for your repatriation.

4. You must check in according to the itinerary

supplied to you unless your tour operator, the public

transport operator (or their handling agents) have

requested you not to travel to the airport.

5. You must get (at your own expense) written

conrmation from the public transport operator

(or their handling agents) of the cancellation,

number of hours of delay or being denied boarding

and the reason for these together with details of

any alternative transport offered.

6. You must comply with the terms of contract of

the public transport operator and seek nancial

compensation, assistance or a refund of your

ticket from them in accordance with such terms

and/or (where applicable) your rights under EU Air

Passenger Rights legislation in the event of denied

boarding, cancellation or long delay of ights.

7. You must get written conrmation from the public

transport operator (or their handling agents) and/

or provider of accommodation that compensation,

20 of 27

assistance or reimbursement of any costs, charges

and expenses incurred by you will not be provided

and the reason for this.

8. If the same costs and charges are also covered

under any other section of this policy, you can only

claim for these under one section for the same event.

What is not covered (applicable to all

sections of cover)

1. The excess of each and every claim, per

incident claimed for under this section for each

insured person.

2. Claims arising within the rst 7 days after you

purchased this insurance or the date you booked

any trip (whichever is the later) which relate to an

event which was occurring or you were aware could

occur at the time you purchased this insurance or

booked the trip (whichever is the later).

3. Claims arising directly or indirectly from: a) Strike,

industrial action or a directive prohibiting all travel

or all but essential travel to the country or specic

area or event to which you were travelling, existing

or being publicly announced by the date you

purchased this insurance or at the time of booking

any trip. b) Denied boarding due to your drug use,

alcohol or solvent abuse or your inability to provide

a valid passport, visa or other documentation

required by the public transport operator or their

handling agents.

4. Any claims arising whilst you are on a day-trip.

5. The cost of Airport Departure Duty recoverable

from elsewhere.

6. Any costs incurred by you which are recoverable

from the providers of the accommodation (or their

administrators) or for which you receive or are

expected to receive compensation or reimbursement.

7. Any costs incurred by you which are recoverable

from the public transport operator or for which you

receive or are expected to receive compensation,

damages, refund of tickets, meals, refreshments,

accommodation, transfers, communication

facilities or other assistance.

8. Any costs incurred by you which are recoverable

from your credit/debit card provider or for

which you receive or are expected to receive

compensation or re-imbursement.

9. Any travel and accommodation costs, charges

and expenses where the public transport

operator has offered reasonable alternative travel

arrangements.

10. Any costs for normal day to day living such as food

and drink which you would have expected to pay

during your trip.

11. Anything mentioned in the general exclusions.

Claims evidence

We will require the following evidence where relevant:

■ A copy of the advice against all travel or all

but essential travel issued by the Foreign &

Commonwealth office (FCO).

■ Booking confirmation together with a cancellation

invoice from your travel agent, tour operator or

provider of transport/accommodation.

■ In the case of curtailment claims, written details

from your travel agent, tour operator or provider of

transport/accommodation of the separate costs of

transport, accommodation and other pre-paid costs

or charges that made up the total cost of the trip

■ Your unused travel tickets.

■ Written confirmation from your public transport

operator (or their handling agents) of the

cancellation, number of hours delay or denied

boarding and the reason for these together with

confirmation of your check in times and details of

any alternative transport offered.

■ Written confirmation from the company providing

the accommodation (or their administrators), the

local police or relevant authority that you could not

use your accommodation and the reason for this.

■ Receipts or bills for any transport, accommodation

or other costs, charges or expenses claimed for.

■ Written confirmation from the provider of

transport/accommodation that compensation,

assistance or reimbursement of any costs, charges

and expenses incurred by you will not be provided

and the reason for this.

■ Any other relevant information that we may ask

you for.

To make a claim under this section please

call: For curtailment claims +44 (0)1737

21 of 27

Section F – Personal money, passport and documents (only operative if indicated in the schedule)

What is covered

1. We will pay you up to the personal money,

passports and documents limit in your policy

schedule for the accidental loss of, theft of or

damage to personal money and documents

(including the unused portion of passports, visas

and driving licences).

2. We will pay you up to the amount shown in your

policy schedule for reasonable additional travel

and accommodation expenses necessarily

incurred outside your home area to obtain a

replacement of your passport or visa which has

been lost or stolen outside your home area.

Special conditions relating to claims

1. You must report to the local Police in the country

where the incident occurred within 24 hours of

discovery or as soon as possible after that and get

(at your own expense) a written report of the loss,

theft or attempted theft of all personal money,

passports or documents.

2. If personal money, passports or documents are lost,

stolen or damaged while in the care of a hotel or your

accommodation provider you must report details of

the loss, theft or damage to them in writing and get

(at your own expense) written conrmation. Keep all

travel tickets and tags for submission if a claim is to

be made under this policy.

3. If documents are lost, stolen or damaged while

in the care of a carrier, transport company,

authority, hotel or your accommodation provider

you must report details of the loss, theft or

damage to them in writing and get (at your own

expense) written conrmation.

4. If documents are lost, stolen or damaged whilst

in the care of an airline you must: a) give formal

written notice of the claim to the airline within the

time limit set out in their conditions of carriage

(please keep a copy). b) keep all travel tickets and

tags for submission to us if you are going to make

a claim under this policy.

5. You must provide (at your own expense) an original

receipt or proof of ownership for items lost, stolen

or damaged to help you to substantiate your claim.

What is not covered

1. The excess of each and every claim, per

incident claimed for, under this section by each

insured person.

2. Loss, theft of or damage to personal money or

your passport or visa if left unattended at any

time (including in a vehicle, in checked in luggage

or while in the custody of a carrier, tour operator

or public transport operator) unless deposited

in a hotel safe, safety deposit box or left in your

locked accommodation.

3. Loss, theft of or damage to travellers’ cheques

if you have not complied with the issuer’s

conditions or where the issuer provides a

replacement service.

4. Loss or damage due to delay, conscation or

detention by customs or any other authority.

5. Loss or damage due to depreciation (loss in value),

variations in exchange rates or shortages due to

error or omission.

6. Anything mentioned in What is not covered

applicable to all sections of the policy.

Claims evidence

We will require (at your own expense) the following

evidence where relevant:

■ A police report from the local police in the country

where the incident occurred for all loss, theft or

attempted theft.

■ A letter from your tour operator’s representative,

hotel or accommodation provider where

appropriate.

■ All travel tickets and tags for submission.

■ Original receipts, proof of ownership or valuations

for items lost, stolen or damaged.

■ Receipts or bills or proof of purchase for any

transport and accommodation expenses claimed for.

■ Receipt for all currency and travellers cheques

transactions.

■ Any other relevant information relating to your

claim under this section that we may ask you for.

To make a claim under this section please

call 0844 874 0361*

22 of 27

Section G – Personal possessions and baggage (only operative if indicated in the schedule)

What is covered

1. We will pay you up to the personal possessions

and baggage limit in your policy schedule for

the accidental loss of, theft of or damage to your

personal possessions and baggage. The amount

payable in the event of a total loss, will be the value

at today’s prices less a deduction for wear tear and

depreciation (loss of value), or we may replace,

reinstate or repair the lost or damaged baggage.

Single article limit:

We will only pay you up to the Single Article limit as

stated in your policy schedule for any one article,

pair or set of articles.

Valuables limit:

We will only pay you up to the Valuables limit as

stated in your policy schedule for all valuables.

2. We will also pay you up to the Delayed baggage

limit in your policy schedule for the emergency

replacement of clothing, medication and toiletries

if your baggage is temporarily lost in transit

during the outward journey and not returned to

you within 12 hours, as long as we receive written

conrmation from the carrier, conrming the

number of hours the baggage was delayed.

If the loss is permanent we will deduct the amount paid

from the nal amount to be paid under this section.

Special conditions relating to claims

1. You must report to the local Police in the country

where the incident occurred within 24 hours of

discovery, or as soon as possible after that and get

(at your own expense) a written report of the loss,

theft or attempted theft of all baggage.

2. If baggage is lost, stolen or damaged while

in the care of a carrier, transport company,

authority, hotel or your accommodation provider

you must report details of the loss, theft or

damage to them in writing and get (at your own

expense) written conrmation.

3. If baggage is lost, stolen or damaged whilst in

the care of an airline you must: a) get a Property

Irregularity Report from the airline. b) give written

notice of the claim to the airline within the time

limit contained in their conditions of carriage

(please retain a copy). c) keep all travel tickets

and tags for submission if you are going to make a

claim under this policy.

4. You must provide (at your own expense) an original

receipt or proof of ownership for items lost, stolen

or damaged to help you to substantiate your claim.

What is not covered

1. The excess of each and every claim, per incident

claimed for, under this section by each insured

person (except claims under subsection 2 of What

is covered).

2. Loss, theft of or damage to valuables left

unattended at any time (including in a vehicle, in

checked in luggage or while in the custody of a

carrier, tour operator or public transport operator)

unless deposited in a hotel safe, safety deposit box

or left in your locked accommodation.

3. Loss, theft of or damage to baggage contained in

an unattended vehicle:

a) at any time unless:

i) it is locked out of sight in a secure

baggage area and

ii) forcible and violent means have been used

by an unauthorised person to gain entry

into the vehicle and evidence of such entry

is available.

4. Loss or damage due to delay, conscation or

detention by customs or any other authority.

5. Loss, theft of or damage to unset precious

stones, contact or corneal lenses, hearing aids,

dental or medical ttings, antiques, musical

instruments, motor accessories, documents of

any kind, bonds, securities, perishable goods

(such as foodstuffs), bicycles, sports equipment

and damage to suitcases (unless the suitcases

are entirely unusable as a result of one single

incidence of damage).

6. Loss or damage due to cracking, scratching,

breakage of or damage to china, glass (other

than glass in watch faces, cameras, binoculars

or telescopes), porcelain or other brittle or fragile

articles unless caused by re, theft, or an accident

to the aircraft, sea vessel, train or vehicle in which

they are being carried.

7. Loss or damage caused by wear and tear,

depreciation (loss in value), atmospheric or

climatic conditions, moth, vermin, any process

of cleaning repairing or restoring, mechanical or

electrical breakdown.

8. Anything mentioned in What is not covered

applicable to all sections of the policy.

23 of 27

Claims evidence

We will require (at your own expense) the following

evidence where relevant:

■ A police report from the local Police in the country

where the incident occurred for all loss, theft or

attempted theft.

■ A Property Irregularity Report from the airline or a

letter from the carrier where loss, theft or damage

occurred in their custody.

■ A letter from your tour operator’s representative,

hotel or accommodation provider where

appropriate.

■ All travel tickets and tags for submission.

■ An original receipt, proof of ownership or

valuations for items lost, stolen or damaged and

for all items of clothing, medication and toiletries

replaced if your baggage is temporarily lost in

transit for more than 12 hours.

■ A letter from the carrier confirming the number of

hours your baggage was delayed for.

■ Repair report where applicable.

■ Any other relevant information relating to your

claim under this section that we may ask you for.

To make a claim under this section please

call 0844 874 0361*

Section H – Sports equipment (only operative if indicated in the schedule)

What is covered

We will pay you up to the amount shown in your policy

schedule for the accidental loss of, theft of or damage

to your own sports equipment. The amount payable

in the event of a total loss will be the value at today’s

prices less a deduction for wear tear and depreciation,

or we may replace, reinstate or repair the lost or

damaged sports equipment.

Special conditions relating to claims

1. You must report to the local Police in the country

where the incident occurred within 24 hours of

discovery or as soon as possible after that and get

a written report (at your own expense) of the loss,

theft or attempted theft of all sports equipment.

2. If sports equipment is lost, stolen or damaged

while in the care of a carrier, transport company,

authority, hotel or your accommodation provider

you must report details of the loss, theft or

damage to them in writing and get (at your own

expense) written conrmation.

3. If sports equipment is lost, stolen or damaged

whilst in the care of an airline you must:

a) get a Property Irregularity Report from the airline

b) give formal written notice of the claim to the

airline, within the time limit set out in their

conditions of carriage (please keep a copy)

c) keep all travel tickets and tags for submission if

you are going to make a claim under this policy.

4. You must provide (at your own expense) an original

receipt or proof of ownership for items lost, stolen

or damaged to help you to substantiate your claim.

What is not covered

1. The excess of each and every claim, per

incident claimed for, under this section by each

insured person.

2. Loss, theft of or damage to sports equipment

contained in or stolen from an unattended vehicle:

a) at any time unless:

i) it is locked out of sight in a secure

baggage area and

ii) forcible and violent means have been used

by an unauthorised person to gain entry

into the vehicle and evidence of this entry

is available.

3. Loss or damage due to delay, conscation or

detention by customs or any other authority.

4. Loss or damage caused by wear and tear,

depreciation (loss in value), atmospheric or

climatic conditions, moth, vermin, any process

of cleaning repairing or restoring, mechanical or

electrical breakdown.

5. Anything mentioned in What is not covered

applicable to all sections of the policy.

Claims evidence

We will require (at your own expense) the following

evidence where relevant:

■ A police report from the local Police in the country

where the incident occurred for all loss, theft or

attempted theft.

■ A Property Irregularity Report from the airline or a

letter from the carrier where loss, theft or damage

occurred in their custody.

■ A letter from your tour operator’s representative,

hotel or accommodation provider where appropriate.

■ All travel tickets and tags for submission.

■ An original receipt or proof of ownership for items

lost, stolen or damaged.

■ Repair report where applicable.

■ Any other relevant information relating to your

claim under this section that we may ask you for.

To make a claim under this section please

call 0844 874 0361*

24 of 27

Section I – Personal liability

What is covered

We will pay you up to the amount in your policy schedule

(including legal costs and expenses) against any amount

you become legally liable to pay as compensation for any

claim or series of claims arising from any one event or

source of original cause for accidental:

1. Bodily injury, death, illness or disease to any

person who is not in your employment or who is

not a Close relative or persons residing with you

but not paying for their accommodation.

2. Loss of or damage to property that does not belong

to and is neither in the charge of or under the

control of you, a Close relative and/ or anyone in

your employment other than any temporary holiday

accommodation occupied (but not owned) by you.

Special conditions relating to claims

1. You must give us written notice of any incident,

which may result in a claim as soon as possible.

2. You must send us every court claim form,

summons, letter of claim or other document as

soon as you receive it.

3. You must not admit any liability or pay, offer to pay,

promise to pay or negotiate any claim without our

permission in writing.

4. We will be entitled to take over and carry out

in your name the defence of any claims for

compensation or damages or otherwise against

any third party. We will have full discretion in the

conduct of any negotiation or proceedings or in

the settlement of any claim and you will give us all

necessary information and assistance which we

may require.

5. If you die, your legal representative(s) will have the

protection of this cover as long as they comply with

the terms and conditions outlined in this policy.

What is not covered

1. The Excess of each and every claim, arising from

the same incident claimed for under this section in

relation to any temporary holiday accommodation

occupied by you.

2. Compensation or legal costs arising directly or

indirectly from:

a) Liability which has been assumed by you

under agreement (such as a hire agreement)

unless the liability would have existed without

the agreement.

b) Pursuit of any business, trade, profession or

occupation or the supply of goods or services.

c) Ownership, possession or use of mechanically

propelled vehicles, aircraft or watercraft (other

than surfboards or manually propelled rowing

boats, punts or canoes). d) The transmission of

any contagious or infectious disease or virus.

3. Anything mentioned in What is not covered

applicable to all sections of the policy.

Claims evidence

We will require (at your own expense) the following

evidence where relevant:

■ Full details in writing of any incident.

■ Any court claim form, summons, letter of claim or

other document must be sent to us as soon as you

receive it.

■ Any other relevant information relating to your

claim under this section that we may ask you for.

To make a claim under this section please

call 0844 874 0361*

25 of 27

Section J – Legal expenses (only operative if indicated in the schedule)

What is covered

We will pay up to the limit in your policy schedule for

legal costs to pursue a civil action for compensation,

against someone else who causes you Bodily injury,

illness or death.

Special conditions relating to claims

1. We shall have complete control over the legal case

through agents we nominate, by appointing agents

of our choice on your behalf with the expertise to

pursue your claim.

2. You must follow our agent’s advice and provide

any information and assistance required within a

reasonable timescale.

3. You must advise us of any offers of settlement

made by the negligent third party and you must not

accept any such offer without our permission.

4. We may include a claim for our legal costs and

other related expenses.

5. We may, at our own expense, take proceedings in

your name to recover compensation from any third

party for any legal costs incurred under this policy.

You must give us any assistance we require from

you and any amount recovered shall belong to us.

What is not covered

We shall not be liable for:

1. The Excess as shown in your policy schedule.

2. Any claim where in our opinion there is

insufcient prospect of success in obtaining

reasonable compensation.

3. Legal costs and expenses incurred in pursuit

of any claim against us, AXA Assistance or their

agents, someone you were travelling with, a

person related to you, or another Insured Person.

4. Legal costs and expenses incurred prior to our

written acceptance of the case.

5. Any claim where the legal costs and expenses are

likely to be greater than the anticipated amount

of compensation.

6. Any claim where legal costs and expenses are

variable depending on the outcome of the claim.

7. Legal costs and expenses incurred if an action is

brought in more than one country.

8. Any claim where in our opinion the estimated

amount of compensation payment is less than

£1,000 for each Insured Person.

9. Travel, accommodation and incidental costs

incurred to pursue a civil action for compensation.

10. The costs of any Appeal.

11. Claims by you other than in your private capacity.

12. Anything mentioned in What is not covered

applicable to all sections of the policy.

Claims evidence

We will require (at your own expense) the following

evidence where relevant:

■ Relevant documentation and evidence to support

your claim, including photographic evidence.

■ Any other relevant information relating to your

claim under this section that we may ask you for.

To make a claim under this section please

call 0844 874 0362*

26 of 27

We aim to provide the highest standard of service to

every customer.

If our service does not meet your expectations, we

want to hear about it so we can try to put things right.

All complaints we receive are taken seriously. The

following will help us understand your concerns and

give you a fair response.

Making your complaint

If your complaint relates to a claim on your policy,

please contact the department dealing with your claim.

If your complaint relates to your policy, please contact

the AXA Help Team on 0844 874 0360*

AXA Contact Details

Customer Relations Manager

AXA Insurance

9 Fudan Way

Stockton on Tees

TS17 6EN

Email: [email protected]

When you make contact please provide the

following information:

■ Your name, address and postcode, telephone

number and e-mail address (if you have one)

■ Your policy and/or claim number, and the type of

policy you hold

■ The name of your insurance agent/firm (if applicable)

■ The reason for your complaint

Any written correspondence should be headed

‘COMPLAINT’ and you may include copies of

supporting material.

Beyond AXA

Should you remain dissatised following our nal

written response, you may be eligible to refer your

case to the Financial Ombudsman Service (FOS).

The FOS is an independent body that arbitrates on

complaints about general insurance products. You

have six months from the date of our nal response to

refer your complaint to the FOS. This does not affect

your right to take legal action.

If we cannot resolve your complaint you may refer it

to the Financial Ombudsman Service at the address

given below.

The Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR

Tel: 0300 123 9123 or 0800 023 4567

Fax: 020 7964 1001

Email : complaint.inf[email protected]

Our promise to you

We will

■ Acknowledge all complaints promptly.

■ Investigate quickly and thoroughly.

■ Keep you informed of progress.

■ Do everything possible to resolve your complaint.

■ Use the information from complaints to

continuously improve our service

* Call costs may vary depending on your service

provider.

Making a complaint

27 of 27

AXA insurance policies are underwritten by AXA Insurance UK plc which is registered in England and Wales

registered number 078950 and authorised and regulated by the Financial Services Authority, FSA number

202312. Registered address is 5 Old Broad Street, London EC2N 1AD.

May 2013