Frequently Asked Questions (FAQ)
Below are some commonly asked questions. If you have a question that is not answered below then please use the Contact Us page.
What is Travel Plus?
Travel Plus provides ‘added value’ travel insurance offering Single Trip and Annual Multi-trip options, with variable levels of cover. Single Trip offers Standard and Premier while Annual Multi-trip provides the option of Standard or Premier Plus (Premier Plus provides higher levels of cover). Travel Plus is backed by a first class claims and assistance service.
Who are the insurers?
Travel Plus travel insurance is underwritten by:
Sections 1 and 3 to 14 - AXA Insurance UK plc. Registered in England No. 78950. Registered office: 5 Old Broad Street, London EC2N 1AD.
Section 2 - provided by International Passenger Protection Limited and underwritten by Lloyds Syndicates.
AXA Insurance UK plc and International Passenger Protection Limited are authorised and regulated by the Financial Services Authority(FSA). 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
Who is eligible for Travel Plus?
Travel Plus is available to persons permanently residing, and registered with a Medical Practitioner, in the United Kingdom, Channel Islands and Isle of Man.
Do you cover one-way trips?
Yes, one-way trips can be covered under our Single Trip insurance on payment of an additional premium. This cover is not available on the website.
Please contact us for a quotation on telephone number: 0845 230 0631.
How much will my travel insurance cost?
You can obtain Travel Plus for as little as £10.26*. The cost of your insurance will depend on the type of policy and cover you require, the area you'll be travelling to (or the areas you expect to be travelling to in the case of Annual Multi-trip), the length of your trip (for Single Trip) and the number and age of people travelling.
*Premium £10.26 includes Insurance Premium Tax based on one adult aged under 55 taking out a ‘Standard’ Single Trip policy for 3 days in Europe excluding personal possessions cover and purchased within 14 days of departure date.
What is the age limit for Annual Multi-trip cover?
79 years or under (74 years or under if Premier Plus Cover is selected) at the start date of the policy.If you are aged over 79 and require Annual Multi-trip cover, please call us on 0845 520 1080 quoting ‘Travel Plus’.
What is the age limit for Single Trip cover?
There is no upper age limit. Cover is available up to age 85 online, if you are aged 86 years or over, please call 0845 230 0631.
What is the age limit for Winter Sports cover?
69 years or under at the start date of the policy. If you are aged over 69 and require Winter Sports cover, please call us on 0845 520 1080 quoting ‘Travel Plus’.
What is the maximum duration for a Single Trip policy?
The maximum duration is 94 days (although for persons aged over 69 years the maximum duration is 45 days). If you require cover for longer periods, please contact us for details of our Longstay/Backpacker scheme or visit our website www.pjhayman.com.
What is the maximum trip duration for an Annual Multi-trip policy?
The Annual Multi-trip policy covers you for an unlimited number of trips throughout the year, however there are restrictions as to the maximum period for any one trip depending on the level of cover selected. For Standard cover the maximum duration of any one trip is 31 days, and under Premier Plus cover the maximum duration per trip is 60 days (35 days for those aged 70-74).
Why should I buy Annual Multi-trip travel insurance?
If you are making several trips a year, Annual Multi-trip cover is usually the most cost effective option. This will cover you for an unlimited number of trips in a 12-month period, each up to a maximum of 31 days long (60 days if you choose Premier Plus cover and are aged 69 years or under; 35 days if you are aged 70-74 years). Winter Sports cover is automatically included for persons aged 69 years or under- up to a maximum of 17 days during the policy year (45 days if you choose Premier Plus cover).
Do you cover winter sports holidays?
For those aged 69 years or under: Annual Multi-trip insurance automatically includes cover for winter sports at no extra cost! Standard cover provides up to a maximum of 17 days winter sports cover during the policy year, whilst Premier Plus cover provides 45 days during the policy year. If you select Single Trip, cover for winter sports can be included for an additional premium.
Am I covered for all skiing activities under Winter Sports cover?
The following activities are covered if Winter Sports cover is shown on your Schedule: Skiing, snowboarding, big-foot skiing, cross-country skiing, glacier skiing, ice-skating, mono-skiing, sledging, snow blading, tobogganing.
Off piste skiing and snowboarding is covered when you are skiing within the ski area boundaries of a recognised ski resort and following ski patrol guidelines.
There is no cover for:
Bobsleighing, heli skiing, luging, ski acrobatics, ski flying, ski jumping, ski racing, ski stunting or snow cat skiing.
Note: If cover is required for high-risk activities, please contact us on 0845 230 0631.
How do I know what I'm covered for?
Travel Plus provides cover for cancellation, curtailment, financial failure, emergency medical expenses, personal accident, loss of baggage and passport, baggage delay (over 8 hours), personal money and documents, personal liability, journey disruption/airspace closure, delayed departure, missed departure and missed connection, travel risks, legal expenses and winter sports.
Travel Plus also provides a 24-hour Emergency Medical Assistance Service. If medically necessary, the Emergency Medical Assistance Service can arrange admission to hospital, ambulance transfers and air repatriation to the UK, Channel Islands or Isle of Man.
Important: Terms, conditions and exclusions apply to this insurance. Please refer to the Summary of Cover and specimen Policy Wording.
What is Financial Failure cover?
Unlike some travel insurance policies, Travel Plus includes cover if your holiday/trip has to be cancelled due to the financial failure of your travel or accommodation provider and you are unable to recover your pre-booked travel and accommodation costs elsewhere.
Can I get travel insurance if I have an existing medical condition?
The Travel Plus policy contains conditions relating to your health and to that of other insured persons on the policy. You must refer to the Important Conditions Relating to Your Health of your Policy Wording. If you are travelling outside the UK and you answer YES to any of the Medical Screening Questions you must go through the Medical Screening process or contact the Medical Screening Line on 0845 230 5555.
Note: In some cases an additional premium may be payable if we are able to cover the declared medical condition(s).
Are children covered?
Under Single Trip, children under 18 at the date of issue of the policy (or under 23 years if still in full time education and normally resident with an insured adult) are covered free of charge, providing they are travelling with a related insured adult. If Annual Multi-Trip "Family" cover is selected, related children under 18 years at the date of commencing the trip (or under 23 years if still in full time education and normally resident with an insured adult) are covered free of charge.
Note: For Annual Multi-trip policies, related children are covered to travel independently.
Can I delete cover that is not required for a reduced premium?
Yes, certain sections can be removed from the policy cover, for example if your household insurance policy provides cover for personal possessions abroad (you should check of course). Deleting Baggage and Passport = 10% discount; Deleting Cancellation or Curtailment cover = 15% discount (cannot be taken in conjunction with the late bookers discount). To delete cover that is not required, simply tick the relevant box on the 'Quote Details' page.
Note: A 20% discount is also available if you delete Medical and Other Expenses. This discount is not available on line. Please contact us on telephone number: 0845 230 0631.
Can I delete the policy excess?
Yes, for a single additional premium you can have the claims excess deleted. This is referred to as the 'Excess Waiver Option' and is available under both Single Trip and Annual Multi-trip. The cost is £7 per person (£14 family) under Single Trip, and £15 per person (£30 family) under Annual Multi-trip. If you select this option during the online quote process, the additional premium will be automatically included in your premium.
Can we have a lower premium and higher excess?
There is no voluntary excess option available under the Travel Plus policy.
Am I covered for business travel?
Travel Plus has been designed primarily for the leisure traveller; however limited cover for business travel is included. This is restricted to straightforward business trips i.e. "white collar" work. Please be aware that the policy excludes cover for manual work, hazardous occupations, business equipment and replacement employee expenses. If you require wider business cover, please contact us for details of our Business Travel Policy or visit our website www.pjhayman.com.
Am I covered for hazardous activities?
Travel Plus includes a wide range of activities that are automatically included as standard (Activity Pack 1). Other activities (Activity Packs 2–4) may be covered on payment of an additional premium. Please refer to the Policy Wording for full details. If you are going to take part in hazardous activities not shown in the Activity Packs, please contact us for details of our Adventures Policy or visit our website www.pjhayman.com.
Is my personal baggage covered?
Yes. However unlike some travel insurance policies, Travel Plus provides 'new for old' cover for items less than 2 years old. This means that, provided you can provide receipts or original valuations, claims for personal baggage will be settled on a replacement basis. Please note there are policy limits applying to personal baggage - please refer to the Summary of Cover or Policy Wording.
Am I covered for events caused by terrorism and war?
You are only covered for terrorist activity in respect of Emergency Medical and Other Expenses, Hospital Inconvenience Benefit or Personal Accident.
Can I extend a Single Trip policy while I am abroad if I decide to stay longer?
Subject to Underwriters agreement, we can extend an individual trip policy providing you let us know BEFORE your policy expires and at the time of requesting the extension you are not intending to make a claim. Please note, this is subject to your existing trip duration including the extended period not exceeding 94 days (45 days if you are aged over 69), which is the maximum trip duration of the Single Trip policy. You will be advised of the additional premium at the time of the request.
If I am abroad can I extend the 'maximum duration any one trip' limit provided by my Annual Multi-trip policy if I decide to stay longer?
No, we are unable to extend cover beyond the maximum duration limit.
Do you have a 24-hour Emergency Assistance Service?
Yes, the Travel Plus policy has a 24-hour medical emergency and repatriation service provided by Travel Plus Emergency Assistance Service. In the event of a medical emergency you should contact the Emergency Assistance Service, who provide access to multi-lingual co-ordinators and medical specialists 24 hours per day, 365 days per year. Full details of the service they provide and how to contact them can be found in the Policy Wording.
If a close relative is taken ill when I am on holiday can I return home?
Yes in certain circumstances and providing you have contacted the Emergency Assistance Service in advance and they have authorised your return. Full details can be found in the Policy Wording under Section 1 Cancellation or Curtailment Charges.
How can I pay?
You can pay online using a Visa and MasterCard.
Do you offer a Money Back Guarantee?
Yes, if for any reason you are not satisfied with the cover provided you may return your policy and Schedule to us within 14 days of receipt for a refund of premium. If during this 14 day period you have travelled, made a claim or intend to make a claim the insurers can recover all costs that you have used for those services.
How do I get medical assistance when I'm away?
For emergency medical assistance while you are away, telephone the 24-hour Travel Plus Emergency Assistance Service. Full details are shown in your Policy Wording. If medically necessary in an emergency, admission to hospital, ambulance transfers and air repatriation can be arranged.
Do I need a European Health Insurance Card (EHIC)?
A EHIC entitles you to reduced-cost, sometimes free, medical treatment that becomes necessary while you are in a European Economic Union (EEA) country or Switzerland. The EEA consists of the European Union (EU) countries plus Iceland, Liechtenstein and Norway. The card gives access to state-provided medical treatment only. Remember, this might not cover all the things you would expect to get free of charge from the NHS in the UK. You may have to make a contribution to the cost of your care. You may apply for an EHIC online at:
www.ehic.org.uk or by calling 0845 606 2030.
Please note: if you use the EHIC which reduces your medical expenses, the policy excess will not apply. If you do not have an EHIC this will not affect the validity of your Travel Plus policy. An EHIC is no substitute for comprehensive insurance cover.
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 costs over £300) or you are admitted as an in-patient, Travel Plus Emergency Assistance Service must be contacted as soon as possible otherwise payment of medical bills cannot be guaranteed. Travel Plus Emergency Assistance Service can also arrange for those medical expenses covered by the policy to be paid direct to the hospital/clinic.
How do I make a claim?
Full details of what you need to do to make a claim are shown in your Policy Wording. Settlement of a claim will depend upon the complexity of a claim but in most cases we are able to settle straightforward claims within 5 working days.
Please note: You will be expected to follow the 'Claims Procedure' shown in your Policy Wording and to substantiate your claim by providing supporting documents.
Last updated 29th June 2012