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 is a complete travel insurance package offering Single-trip and Annual Multi-trip options, with variable levels of cover. Single-trip offers Standard and Premier cover while Annual Multi-trip provides the option of Standard or Premier Plus cover (Premier Plus provides higher levels of cover). It is backed by a first class claims and assistance service.
Who are the Insurers?
Travel Plus Travel Insurance (other than Section 13 - BONDPLUS Financial Failure) is underwritten by Mondial Assistance Europe N.V. and is administered in the United Kingdom by Mondial Assistance (UK) Limited.
Section 13 - (BONDPLUS Financial Failure) is underwritten by IGI Insurance Company Limited.
Mondial Assistance (UK) Limited and IGI Insurance Company Limited are authorised and regulated by the Financial Services Authority.Who is eligible for Travel Plus?
Travel Plus is available to persons permanently residing in the United Kingdom and registered with a Doctor in the UK.
Do you cover one-way trips?
Yes, one-way trips can be covered under our Single-trip insurance on payment of an additional premium and up to a maximum of 31 days. This cover is not available on the website.
Please contact us for a quotation on telephone number: 0845 230 0631.I am already abroad and I have forgotten to purchase travel insurance before I travelled. Can I still buy Travel Plus Travel Insurance?
Yes, this cover is available under Travel Plus at an additional premium of £34.50 per person (in addition to the normal premium rate required for your trip). Cover will start from the purchase date, not from the date of departure. This cover is not available on the website. Please contact us for a quotation on telephone number: 0845 230 0631.
Note: Cover must be requested within 17 days of leaving the UK.How much will my travel insurance cost?
You can obtain Travel Plus for as little as £9.70. 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.
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.
What is the age limit for Single-trip cover?
85 years or under at the start date of the policy.
What is the age limit for Winter Sports cover?
69 years or under at the start date of the policy.
What is the maximum duration for a Single-trip policy?
The maximum duration is 94 days (although for persons aged 70 - 85 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.
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). Winter Sports cover is automatically included for persons aged 69 years or under- up to a maximum of 17 days during the policy year (no limit 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 unlimited cover. 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 Policy Schedule: Skiing, snowboarding, big-foot skiing, cross-country skiing, glacier skiing, ice-skating, mono-skiing, sledging, snow blading, tobogganing.
Off piste skiing 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 for details of our Adventures Policy or visit our website www.pjhayman.com.How do I know what I'm covered for?
Travel Plus provides cover for cancellation, curtailment, emergency medical expenses, loss of personal possessions, delayed personal possessions (over 8 hours), personal money and travel documents, personal accident, personal liability, travel disruption, travel risks, winter sports, legal expenses and consumer contract dispute and BONDPLUS Financial Failure. 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.
Important: Terms, conditions and exclusions apply to this insurance. Please refer to the Policy Summary and specimen Policy Wording.What is 'BONDPLUS' 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.
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 Medical Declaration & Health Exclusions 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. If you do not do this, your claim may not be met.
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 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, 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 Personal Possessions = 10% discount; Deleting Cancellation 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.
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 at standard rates, please refer to the Policy Wording for full details. If you are going to take part in hazardous activities not shown in the list please contact us for details of our Adventures Policy or visit our website www.pjhayman.com.
Are my personal possessions covered?
Yes. However unlike some travel insurance policies, Travel Plus provides 'new for old' cover. This means that, provided you can provide receipts or original valuations, claims for personal property will be settled on a replacement basis. Please note there are policy limits applying to personal property - please refer to the Policy Summary or Policy Wording.
Am I covered for events caused by terrorism and war?
You are only covered for terrorist activity in respect of Medical and Other Expenses, Personal Possessions, Personal Accident and Hijack/Kidnap risks.
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 between 70-85 years), 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 Mondial Assistance (UK) Ltd. 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 2 Curtailment.
How can I pay?
You can pay online using a Visa, MasterCard, Maestro or Delta card.
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 Emergency Assistance Service (provided by Mondial Assistance (UK) Ltd). 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.dh.gov.uk/travellers or by calling 0845 606 2030. Application forms are also available from the Post Office.
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 Travel Insurance. 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 £250) or you are admitted as an in-patient, Mondial Assistance (UK) Ltd must be contacted as soon as possible otherwise payment of medical bills cannot be guaranteed. Mondial Assistance (UK) Ltd 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.My holiday cost exceeds the Single Trip ‘Standard cover’ maximum Cancellation policy limit. Can I increase the limit?
Yes, you have a choice. You can either upgrade to a Single Trip ‘Premier’ policy (£5,000 Cancellation limit per person) or ‘Top up’ your Single Trip Cancellation cover to a maximum of £10,000 per person (with an overall policy limit of £20,000).
Alternatively, you can purchase the Annual Multi-trip ‘Premier Plus’ cover which provides a Cancellation limit of £10,000 per person.
Last updated 1st March 2009
Print Page
