Frequently Asked Questions (FAQs)
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 Protector?
Travel Protector is a complete travel insurance policy for the leisure traveller offering Annual Multi-trip Worldwide cover. The policy gives you cover for as many trips as you want to take in a year. Each trip can be up to 31 days long. Travel Protector is backed by a first class claims and emergency medical assistance service. ˆtop
Who are the Insurers?
Travel Protector travel insurance other than Section 14 - BONDPLUS Financial Failure is underwritten by Mondial Assistance Europe N.V. and administered in the United Kingdom by Mondial Assistance (UK) Limited. Section 14 – BONDPLUS Financial Failure is underwritten by IGI Insurance Company Limited.
Mondial Assistance Europe N.V., Mondial Assistance (UK) Limited and IGI Insurance Company Limited are 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. ˆtop
Who is eligible for Travel Protector?
Travel Protector is available to persons who have their main home in the UK or the Channel Islands and have not spent more than 6 months abroad during the year before the policy is issued.
UK is defined as – England, Scotland, Wales, Northern Ireland and the Isle of Man
Channel Islands is defined as – Jersey, Guernsey, Sark, Alderney and Herm
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What is the age limit under Travel Protector?
Up to 64 years.
For persons aged 65 or over, P J Hayman & Company Ltd can offer you an alternative product - Travel Plus. The age limit under Travel Plus is 79 years (74 years if Premier cover is selected) for Annual Multi-trip cover and 85 for Single Trip cover. ˆtop
What is the maximum duration for Travel Protector?
Travel Protector covers you for an unlimited number of trips throughout the year. However, there are restrictions as to the maximum period for any one trip. The maximum duration of any one trip is 31 days. ˆtop
Does Travel Protector cover holidays taken in the UK or the Channel Islands?
Yes, provided there is pre-booked transport or accommodation; or where you are more than 25 miles from your home - unless it involves a sea crossing.
UK is defined as – England, Scotland, Wales, Northern Ireland and the Isle of Man
Channel Islands is defined as – Jersey, Guernsey, Sark, Alderney and Herm
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How do I know what I'm covered for?
Travel Protector provides cover for cancellation, curtailment, emergency medical & associated expenses, loss of passport, delayed personal possessions, personal possessions, personal money, personal accident, missed departure or missed connection, delayed departure or abandonment, personal liability, legal expenses, hijack and mugging, winter sports and BONDPLUS financial failure cover.
Travel Protector 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 your home country (your usual place of residence in either the UK or the Channel Islands).
UK is defined as – England, Scotland, Wales, Northern Ireland and the Isle of Man
Channel Islands is defined as – Jersey, Guernsey, Sark, Alderney and Herm
Important: Terms, conditions and exclusions apply to this insurance. Please refer to the Summary of Cover and specimen Policy wording. ˆtop-
Can I buy Travel Protector if I have an existing medical condition?
Travel Protector contains conditions relating to your health and to that of other insured persons on the policy. You must refer to the Medical Declaration and Health Exclusions within the policy wording. If you are travelling outside your home country (your usual place of residence in either the UK or the Channel Islands) and you answer YES to any of the Medical Screening Questions, you must go through the Medical Screening process. If you do not do this, your claim may not be met.
UK is defined as – England, Scotland, Wales, Northern Ireland and the Isle of Man
Channel Islands is defined as – Jersey, Guernsey, Sark, Alderney and Herm
Important Note: If as a result of your pre-existing medical condition we are unable to provide cover under Travel Protector, we will offer you an alternative product - Free Spirit. Free Spirit is a specialist scheme for people with pre-existing medical conditions and in most cases will be able to provide cover for your pre-existing medical condition. Click here to go to Free Spirit. ˆtop Why should I buy Travel Protector?
If you are making several trips a year, an Annual Multi-trip policy is usually the most cost effective option. Travel Protector will cover you for an unlimited number of trips in a 12-month period, each up to a maximum of 31 days long. Winter Sports cover is automatically included up to a maximum of 17 days during the policy year. ˆtop
Are children covered?
If "Family" or "Single Parent Family" cover is selected, related children (including foster children) under 18 years at the date of commencing the trip, or under 23 years if still in full time education will be covered. All insured children must be resident with an insured adult.
Note: Insured children must travel with an insured adult. ˆtopAm I covered for winter sports holidays?
Travel Protector automatically includes cover for winter sports up to a maximum of 17 days during the policy year. ˆtop
What skiing activities are covered under Winter Sports cover?
The following are covered under the Travel Protector policy:
- Skiing, snow boarding, big-foot skiing, cross-country skiing, glacier skiing, mono-skiing, sledging, snow blading and 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.
Important Note: if cover is required for high risk activities, please contact us on 0845 260 1581 for details of our alternative product - Adventures. ˆtop
Can I delete cover that is not required for a reduced premium?
No, there are no cover options under Travel Protector. ˆtop
Can we have a lower premium and higher excess?
There is no voluntary excess option available under Travel Protector. ˆtop
Am I covered for hazardous activities?
Travel Protector includes a wide range of activities that are automatically included at standard rates - click here for details.
Important Note: If you are going to take part in hazardous activities not shown in the list please contact us on 0845 260 1581 for details of our alternative policy - Adventures. ˆtop
Am I covered for events caused by terrorism?
Yes, under the following sections: Emergency medical and associated expenses, Hospital benefit, Personal possessions and Personal accident PROVIDED the terrorist activity takes place during your journey and you have not travelled to a territory against Foreign and Commonwealth Office (FCO) advice. To check, see The FCO's website here. ˆtop
Can I extend the 'maximum duration any one trip' limit if I want to stay longer?
The maximum trip duration is 31 days. However, in certain circumstances cover can be extended beyond 31 days but you must contact P J Hayman & Company Limited to confirm acceptability before you have exceeded the maximum trip duration of 31 days. If the extension is agreed, P J Hayman & Company Limited will confirm the extension to you, in writing. In certain circumstances, we may offer you an alternative product. ˆtop
Do you have a 24-hour Emergency Medical Assistance service?
Yes, Travel Protector has a 24-hour emergency medical assistance service provided by Mondial Assistance. In the event of a medical emergency you should contact the Emergency Medical Assistance service, who provide access to multi-lingual coordinators 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. ˆtop
How do I get medical assistance when I'm away?
For emergency medical assistance while you are away, telephone the 24-hour Emergency Medical Assistance service (provided by Mondial Assistance). Full details are shown in the policy wording.
If medically necessary in an emergency, admission to hospital, ambulance transfers and repatriation can be arranged. ˆtopDo 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 must be contacted as soon as possible otherwise payment of medical bills cannot be guaranteed. Mondial Assistance can also arrange for those medical expenses covered by the policy to be paid direct to the hospital/clinic. ˆtop
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 Medical 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. ˆtop
How can I pay?
You can pay online using a Visa, MasterCard, Maestro or Delta card. ˆtop
How is my policy delivered?
Your policy is delivered via your email address. ˆtop
Do you offer a Money Back Guarantee?
Travel Protector includes 'cancellation rights'. 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. There is no provision for a refund after this 14-day period. ˆtop
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 Area (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 to reduce your medical claim, the standard policy excess will not apply.
If you do not have an EHIC this will not affect the validity of your Travel Protector policy.
An EHIC is no substitute for comprehensive insurance cover. ˆtopHow do I make a claim?
Full details of what you need to do to make a claim are shown in your policy wording. You will be expected to follow the 'Claims Procedure' shown in your Policy wording and to substantiate your claim by providing supporting documents. ˆtop
Page updated: 22 July 2008