Frequently asked questions

For policies purchased after 9 April 2020:

See our special coronavirus information page by clicking here.

For policies purchased between 14 April 2019 and 08 April 2020:

IMPORTANT INFORMATION ABOUT CORONAVIRUS (COVID-19 including mutations) AND AGEAS TRAVEL INSURANCE

Because the World Health Organisation declared the ongoing Coronavirus (COVID-19) outbreak a pandemic on 11 March 2020 this is now a known event. This affects the cover provided by Ageas Travel Insurance policies. Any policies purchased on or after 14 March 2020 will not include cover under any section (apart from the Medical Expenses section ) for claims directly or indirectly caused by the Coronavirus (COVID-19). This includes any preventative containment or delay measures. For any policies issued before 14 March 2020 cover remains as per the policy terms and conditions.

These policies will not provide any cover if the Foreign and Commonwealth Office (FCO) are advising against all but essential travel to your destination.  In the present circumstances as the FCO advice on foreign travel is susceptible to rapid and significant change, we strongly recommend that you visit the FCO website to check the up to date advice against your actual or potential travel plans.  You can check whether your destination is on the exempt countries list here. 

Your policy is sent to you via the email address you provide us. Please note that some internet providers filter out automated emails as SPAM so please check your SPAM/junk folder if the email has not been received. If you haven’t received it please email us at [email protected] or call us on 0343 658 0220 to send it again.

insurefor.com offers travel insurance to all of the above variations, however we do offer discounts to couples & families.

Now get covered with our single trip travel insurance or annual multi-trip travel insurance.

Each adult can travel independently. Dependent children cannot travel independently and are only covered if travelling with an adult named on the policy.

Up to four (4) dependent children, under the age of 18, in full time education.

You can travel as many times as you wish on the annual multi-trip insurance, the area is dependent on the type of policy you have purchased. The annual multi-trip insurance can be purchased for Europe, Worldwide excluding USA, Canada, Mexico & the Caribbean, or Worldwide which allows you to travel anywhere in the world.

You need to take into consideration the length of time that you are travelling. Any individual trip must not exceed 32 days, or 60 days with our Ultimate cover.

If you already have a policy and need to upgrade to increase the maximum trip duration simply call our UK call centre 0343 658 0220.

Unfortunately you cannot be covered if you have already left the UK.

Please ensure that you take a copy of your certificate of insurance and a copy of the full policy wording - these documents contain important numbers that you may require whilst travelling.

You should report the loss or theft of your passports to the local police as soon as possible. You will need the crime reference details they provide for the Lost or Stolen Passport Notification form. You should also report the loss or theft to the UK Foreign and Commonwealth Office. You can obtain details of your local FCO office wherever you are by calling +44 (0) 20 7008 1500 or by visiting the FCO website. The FCO will issue you with replacement travel documents so that you can travel back to the UK.

You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report. These reports are the only proof that the loss/theft did actually occur. Without them the underwriter cannot make any payment to you. If you leave luggage and personal items unattended in a public place then the underwriter cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.

If departure from or to the United Kingdom is delayed for at least 24 hours from the scheduled time of departure as a result of strike or industrial action the insurer will compensate you as follows:

• Travel Delay - (Applicable on the outward journey only) The amount shown in the Schedule of Benefits for the first full 24 hour period of delay, up to the maximum amount shown in the Schedule of Benefits, provided always that you obtain in writing from the carrier a statement confirming the length and exact nature of the delay.
• Abandonment - (Applicable on the outward journey only) If you choose to cancel your trip following a delay of not less than 24 hours beyond the scheduled departure time (and written confirmation obtained from the carrier), the Insurer will indemnify you up to the amount shown in the Schedule of Benefits for travel, accommodation, car hire & excursions paid or contracted to be paid by you in respect of your own trip (prior to any occurrence giving rise to a claim under this section) and which are not recoverable elsewhere.

insurefor.com policies are only available to residents of the United Kingdom, Channel Islands or Isle of Man and are registered with a medical practitioner.

You are covered for trips in the UK providing you have at least two nights pre-booked and paid accommodation.

The geographical limits are:

• Home Country – The United Kingdom.

• Europe – Means Albania, Algeria, Andorra, Armenia, Austria, Azerbaijan, Azores, Balearics, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Canary Islands, Corfu, Corsica, Crete, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Eire (Republic of Ireland), Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Guernsey, Holland (Netherlands), Hungary, Iceland, Isle of Man, Italy, Jersey, Kos (Greek Island), Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Mediterranean Islands, Moldova, Monaco, Montenegro, Morocco, Northern Ireland, Norway, Poland, Portugal, Rhodes, Romania, Russia (West of the Ural Mountains), San Marino, Sardinia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tunisia, Turkey, Ukraine, United Kingdom and the Vatican City.

• Worldwide, excluding USA. Canada, Caribbean and Mexico – Means anywhere in the world except USA, Canada, the Caribbean and Mexico

• Worldwide, including USA. Canada, Caribbean and Mexico – Means anywhere in the world.

Yes, you can upgrade your policy to a different geographical limit, add winter sports cover, cruise cover upon payment of additional premium subject to terms and conditions. However once the policy has been purchased you are unable to add an excess waiver or gadget cover to the policy. Please contact one of our friendly members of staff on 0343 658 0220.

You would need to select the geographical limit that includes all of your destinations, so for example if you are travelling to Spain and then France you would select the European policy. However if you are going to Dubai and then stopping off in Italy for a few days, you would need to purchase a Worldwide excluding USA. Canada, Caribbean and Mexico policy.

For these destination you would select the Europe area. 

You can purchase our policies online or alternatively you can call one of our friendly members of staff in our UK call centre on 0343 658 0220 and they will help you tailor a policy to suit your needs.

Please enter the age at the time of purchase.

At the time of booking your travel arrangements to ensure you have adequate cancellation cover for that trip. However, when purchasing a single trip travel policy you select your trip dates and your cancellation cover will start on the day of purchase.

You can pay online using our secure system where all data is encrypted. We hold your details according to current data protection regulations.

If you do not feel comfortable online then you can call one of our friendly staff in our UK call centre on 0343 658 0220 and they will help you with your policy.

We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron, Delta and American Express.

You have the right to cancel your policy within 14 days of the purchase providing there are no claims pending on the policy and you haven’t already travelled.

You are able to upgrade the policy to a different geographical limit, add winter sports cover, cruise cover upon payment of an additional premium subject to terms and conditions. However once the policy has been purchased you are then unable to add an excess waiver, gadget cover or car hire excess to the policy. You may be charged an administration fee to change your policy.

If you need to change names and/or your address, please contact us on 0343 658 0220.

Unfortunately, you are unable to extend your policy whilst you are away; therefore you need to ensure that you are purchasing the correct policy. However if due to unforeseen circumstances such as the return flight being cancelled or delayed due to no fault of your own, the policy will be automatically extended for you.

You are covered for the cancellation of your holiday for the reasons stated in the policy wording. You may be able to claim (subject to the policy terms and conditions) for any travel or accommodation costs that you have either already paid or are contracted to pay, that you cannot reclaim from the tour operator.

Most sections of the policy carry an Excess and this works exactly the same as car insurance. This is the first amount of any claim that you will have to pay. The amount may vary depending on the level of cover you have chosen. It is applicable per person per section of the policy. The Excess will be reduced to NIL if you have used an EHIC (Formally E111) to reduce your medical expenses bill or paid the Excess Waiver upgrade. Please note that this does not apply to residents of the Isle of Man or the Channel Islands.

If you do not wish to have your annual multi-trip policy renewed, please visit http://optout.rockinsurance.com/ and opt out.

Single trip policies we insure up to 84 - if you are over 84 and require cover for a single trip, please contact our UK call centre on 0343 658 0220 or visit Goodtogoinsurance.com now for a great value quote including the option to add pre-existing medical conditions.

Annual multi-trip policies we insure up to 74 - if you are over 74 and require cover for an annual multi-trip then please contact our call centre on 0343 658 0220 or visit Goodtogoinsurance.com now for a great value quote including the option to add pre-existing medical conditions.

Backpacker policies we insure up to 49 .

Winter sports - 64 years at time of purchasing your insurance.

At insurefor.com we class a UK resident as someone who permanently  resides in the United Kingdom, Channel Islands or the Isle of Man and is registered with a medical practitioner in one of these areas.

Yes. If you have a pre-existing medical condition you will need to contact the Medical Screening team to declare all your pre-existing medical conditions.

You can contact them on 01293 665873. Your pre-existing medical conditions will not be covered unless you have declared all conditions, received acceptance of this in writing, and paid an additional premium.

You will not be covered should any event arise as a direct or indirect result of your pre-existing medical condition. However, all other events/circumstances will still be covered under the policy providing that the terms and conditions are met.

Yes, cover is provided for complications of pregnancy. Pregnancy itself is not deemed to be an illness or pre-existing medical condition. Cover will only apply if a complication of pregnancy occurs. Please refer to the meaning of words in the policy wording for the definition of complications of pregnancy. Please note that if the due date coincides with the time of travel there is no cover under this policy.

Please notify International Medical Rescue immediately about any serious illness or accident abroad where you have to go into hospital or return home early (you should first check that the circumstances are covered by your policy) Tel: 00 44 (0) 2380 644633.

Please quote the scheme reference found on your policy certificate.

If you purchased your policy from 8th April 2020 please contact International Medical Rescue.

Claims forms can be obtained from www.imr-claims.com. . Alternatively telephone the Claims Helpline on 02380 177286, giving your name and Certificate number, and brief details of your claim.

If you purchased your policy between 09th April 2019and 31st March 2020 please contact International Medical Rescue:

Claims forms can be obtained from www.imr-claims.com. . Alternatively telephone the Claims Helpline on 02380 177469, giving your name and Certificate number, and brief details of your claim.

If you purchased your policy from 25 April 2019 please contact International Medical Rescue:

Claims forms can be obtained from www.imr-claims.com. Alternatively telephone the Claims Helpline on 02380 177469, giving your name and Certificate number, and brief details of your claim.

If you purchased your policy between 25 April 2018 and 24 April 2019 please contact Reactive Claims:

Claims forms can be obtained by emailing [email protected]. Alternatively telephone the Claims Helpline on 01420 383067 to obtain a claim form, giving your name and Certificate number, and brief details of your claim.

Your Insurance automatically covers you for the following activities:

(Cover for the following activities are included providing it is not the main purpose of your trip, and is for non-competitive recreational or amateur purposes only)

• Aerobics
• Archery
• Badminton
• Basketball
• Bowls
• Cricket
• Cycling (No tours, No Personal Liability cover)
• Fell walking, rambling and trekking (up to 2,000 metres altitude)
• Fishing
• Football
• Golf
• Hiking (Up to 2,000 metres altitude)
• Ice-skating (Rink only)
• Parascending (Towed by boat, No Personal Liability cover)
• Racket Ball
• Rafting, canoeing and kayaking (No white water)
• Rambling
• Roller skating
• Rounders
• Scuba diving (To a depth of 18 metres)
• Skateboarding
• Snooker, pool and billiards
• Snorkelling
• Squash
• Surfing (No personal Liability cover)
• Swimming (Must be undertaken in a pool, inland or coastal waters within a 12 mile limit from land)
• Table tennis
• Tennis
• Volleyball
• Water Polo
• Water-skiing (Only on inland waters or coastal waters within a 12-mile limit from land. No Personal Liability cover)
• Windsurfing (Only on inland waters or coastal waters within a 12-mile limit from land. No Personal Liability cover)
• Yachting, boating, sailing and rowing (Only on inland waters or coastal waters within a 12-mile limit from land. No Personal Liability cover)

If you are partaking in a sport or activity that you do not see listed above then please contact our friendly Customer Services Team on 0343 658 0220 and they will assist you.

Personal accident - No cover will apply, if you suffer accidental bodily injury during the trip, which within 12 months is the sole and direct cause of death or disablement.

Personal liability - No cover will apply, if in the course of a trip you become liable for accidental bodily injury to or the death of, any person and/or accidental loss of or damage to their property.

However, Personal Accident and Personal Liability are separate sections within the policy and cover under Medical emergency would still apply.

Yes, you are covered for scuba diving at no additional premium on insurefor.com policies to a depth of 18m, within the terms and conditions of special sports and activities table A.

Provided you are 64 or under, you can purchase our winter sports upgrade at the tailor your policy stage of our quote process.

If you have opted to add Winter Sports cover to your policyyou are covered for: ski equipment, piste closure, avalanche cover and ski pass cover.

Activities covered are:

• Cat skiing (with guides)
• Cross country skiing
• Glacier skiing
• Ice hockey
• Langlauf (cross country skiing
• Monoskiing (not for time trials/speed skiing or racing)
• Skiing on piste
• Snow blading (no jumping tricks)
• Snow bobbing
• Snow scooting
• Snow shoe walking
• Snow shoeing
• Snow tubing
• Skiing or snowboarding off piste (within local ski patrol guidelines)
• Sledging/tobagganing
• Snowboarding on piste
• Tobogganing

You are not covered when engaging in organised competitions or when skiing against local authority warning or advice.

If you are undertaking a pursuit or activity which is not listed in this policy or are in any doubt as to whether cover will apply, please call our Travel Helpline as quoted on your certificate of insurance.

On a single trip policy that you have paid the additional Winter Sports Cover premium, there is no limit on winter sports cover.

On an annual policy you are entitled to:

Standard & Premier levels: 18 days cover

Ultimate level: 21 days cover

On a single trip policy, the Winter Sports upgrade will be shown on your certificate of insurance.

Yes, when accompanied by a local guide.

Yes provided you have paid the additional winter sports premium, up to the amount outlined in your policy wording.

Yes provided you have paid the additional winter sports premium, to the amounts outlined in your policy wording.

Insurefor.com Gadget Travel Insurance is designed to cover personal electronic gadgets and communication devices you carry with you on holiday. It is always surprising the value of the items that we carry in our luggage/handbag, and it’s only when something goes wrong do we understand the true value both financially and personally. This flexible cover enables you to insure any gadget up to 6 years old at the date of registration (laptops up to 15 months old).

• Up to 3 gadgets valued at £1000 in total 
• Up to 5 gadgets valued at £2000 in total 
• Up to 7 gadgets valued at £3000 in total 

A gadget is an electronic device designed by the manufacturer to be portable with its own internal power source, which can be used in or away from the home.

Accidental Damage – We will pay repair costs if your gadget is damaged as a result of an accident during the policy period.

Theft – if your gadget is stolen during the policy period we will replace it. Where only part or parts of your gadget have been stolen, we will only replace of that part or parts.

Malicious Damage – If your gadget is damaged through the intentional or deliberate actions of another party we will repair it. Where only part or parts of your gadget have been damaged, we will only replace that part or parts. Please refer to the Policy Wording for full cover, benefits, limits and exclusions.

The insured person(s) named on the policy schedule.

This insurance only covers gadget(s) purchased as new. Second hand items are not eligible for cover.

No, this policy does not cover items purchased from online auctions.

The item must be less than 6 years old from the date it was purchased as new. If the insured item is a laptop, it must be under 15 months old when the policy is started.

Yes. There is an excess fee of £50 for all successful claims which must be paid before your claim can be approved. Purchasing an excess waiver on your travel policy does not remove the gadget cover excess.

In the event of a claim you will need to provide the original receipt for the purchase of your gadget for which you are claiming. The receipt must be in the same family name.

If you do not possess or were never issued with a receipt for your gadget (as they were provided free as part of a contract, e.g. mobile phone), you will need to provide evidence of the original order and/or contract under which the gadget was supplied.

We do not need to know if you replace your insured item.

Your cover starts when your trip(s) begin.

Single Trip policies: As per your Certificate of Insurance, if you have chosen a Single Trip Policy it will continue until you return to the UK on the date given when purchasing the policy or if you cancel your policy with us by email, fax, post or telephone. This does not affect your 14 day statutory right to cancel. Upon cancellation, cover will terminate immediately (subject to your 14 day Statutory right to cancel).

Annual multi-trip policies: As per your Certificate of Insurance, if you have chosen an Annual multi-trip Policy your period of insurance is 12 months from the date of purchase or renewal. Upon cancellation, cover will terminate immediately and providing you have not made a claim you will receive a pro rata refund of the premium (subject to your 14 day Statutory right to cancel). Please note that if you do cancel your policy, your gadget will no longer be covered against any major eventualities that your policy covers, such as theft, accidental damage or malicious damage.

You can pay online using our secure payment system.. We hold your details according to the Data Protection Act 1998 so rest assured. If you do not feel comfortable buying online then you can call one of our friendly staff in our UK call centre on 0343 658 0220 and they will help you with your policy. We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron, Delta and American Express.

Your policy is sent to you via the email address you provide to us. Please note that some internet providers filter out automated emails as SPAM so please check your SPAM/junk folder if the email has not been received. If you haven’t received it please email us at [email protected] or call us on 0343 658 0220 to send it again. Alternatively for a small postage charge, your documents can be delivered by post.

For Gadget policies taken out before the 7th July 2017, phone the administrator on 020 7785 1702 Quoting INSUREFOR/HCC/10072015D. Please note that it is a condition of your policy that you notify us of your intention to make a claim within 48 hours of returning to the United Kingdom.

For Gadget policies taken out from the 7th July 2017, notify Trent-Services (Administration) Ltd as soon as possible after any incident likely to result in a claim under this insurance. Telephone 01285 626 020 or E-mail [email protected].  Please note that it is a condition of your policy that you notify Trent Services of your intention to make a claim within 48 hours of returning to the United Kingdom.

When you contact your chosen Claims handler please ensure that you have the following information available to you as we will require it to process your claims:

• Your policy number
• Date of purchase of your policy
• Travel itinerary
• Country and resort you visited or intended to visit
• Actual or intended travel dates
• Incident date
• Brief circumstances of your claim
• Value of your claim

Yes, a claim form will be sent out from the administrator.

You may cancel your insurance policy within 14 days of purchase without penalty and we will provide a full refund providing that you have not made a claim during the 14 days. After 14 days, you may cancel the policy at any time but you will not receive a refund. You can cancel your insurance, by giving notice of cancellation by email [email protected], fax, post or telephone quoting your policy reference.

Please refer to the Policy Wording / Terms and Conditions for full details.

This Gadget Insurance has been arranged by Rock Insurance Services Limited with UK General Insurance Ltd on behalf of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its headquarters at Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ.

UK General Insurance Limited is authorised and regulated by the Financial Conduct Authority. Great Lakes Insurance SE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of their regulation by the Financial Conduct Authority and Prudential Regulation Authority are available on request. The administrator is Rock Insurance Services Limited. They will help you with any questions you may have and help you with any changes you need to make to your insurance. Please also contact them if any details in your certificate of insurance are incorrect and they will arrange for a corrected insurance certificate to be issued to you. You can contact them at: Griffin House, 135 High Street, Crawley, West Sussex, RH10 1DQ, 0800 091 2832, [email protected].

It is our intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should in the first instance please contact Rock Insurance Service who arranged the Insurance on your behalf. You can contact us by (insert email and or phone number).

We aim to deal with any complaint within 24 hours of receipt however we guarantee that you will be contacted by letter or telephone within 5 days of receipt of your complaint. This will either be a response to your complaint or if we are not able to respond at this time we will inform you of who is handling your complaint, and explain why we are unable to respond at this time. If after 4 weeks, we have still unable to resolve your complaint you will receive a further letter informing you of our progress.

If after a further 4 weeks we are still unable to resolve your complaint you will receive a letter explaining why we cannot respond to your complaint. We will indicate when we expect to respond and will provide details of your right to refer your complaint to The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 0800 023 4 567.

Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority, Trading Standards Service or Citizens Advice Bureau.

What next? Please contact us on [email protected].