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FAQs

Who runs this Insurance?

  • Who is True Traveller?

    The True Traveller was originally a travel company who arranged adventure holidays all over the world. We also had our own travel insurance scheme, and after a few years we put it on a stand-alone website due to the amount of enquiries we had for it. Then, move forward another few years we were doing so much insurance it affected our ability to handle the tours side as well, we decided to close down the tours side and just concentrate on insurance.

    The True Traveller Limited is authorised and regulated by the Financial Conduct Authority (FCA), which is the UK Governments regulator for all financial firms. Our registration number is 756107, which you can check on the FCA website by clicking here.

  • Who is True Traveller’s Insurer?

    Our travel policy is insured by AWP P&C S.A. AWP is part of the Allianz Group, who, according to Forbes Magazine’s 2016 Ranking of the World's Biggest Public Companies, are the 21st-largest company in the World; bigger than Microsoft!

  • Are you covered by Financial Services Compensation Scheme (FSCS)?

    The True Traveller Ltd is covered by the Financial Services Compensation Scheme (FSCS). You may be able to get money from the scheme if we cannot meet our financial responsibilities.

    AWP P&C S.A. is covered under the Financial Services Compensation Scheme. If our insurer unable to meet some of their liabilities and you make a valid claim, you may be entitled to compensation from the FSCS, depending on the type of business and circumstances of the claim.

    Protection is at 100% where claims:
    (a) Arise in respect of a liability subject to compulsory insurance; or
    (b) Arise in respect of a liability subject to professional indemnity insurance; or
    (c) Arise from the death or incapacity of the policyholder due to injury, sickness, or infirmity;

    Protection is at 90% where claims arise under other types of policy with no upper limit.

    Further information can be obtained from the Financial Services Compensation Scheme at: Tel: 0800 678 1100 in the UK or +44 207 741 4100 from overseas.
    E-mail: enquiries@fscs.org.uk
    www.fscs.org.uk

  • Who handles Medical Emergencies?

    This is the most important part of your travel insurance, as these are the people who help you if you have an accident or ill on your trip. We use Intana Global, who are based in London and offer multi-lingual telephone assistance, to coordinate and liaise with patients, their families, doctors, nurses and specialists across the world no matter what the time or language spoken locally.

    Intana Global's multi-lingual staff are on hand 24 hours a day to help and advise patients on any medical problem.

  • Why are your rates so cheap?

    Well, we don’t think they are, and we're always looking at ways at reducing them without reducing our levels of service, and more importantly, the claims service! But, from a straw poll, one third of our customers think we're cheap, one third think we’re priced at just the right level, and everyone else think we're too expensive!

  • Do you do discount codes?

    No we don’t. It is discussed internally from time to time, and essentially we would have to increase all the premiums to all of our clients all the time, to offer discounts to just some of our clients some of the time. We think that’s unfair, so we don’t offer discount codes.

  • Why aren’t you on Price Comparison Websites?

    Well, it’s not as if we’ve not ever been asked! However we believe that for some things, Price Comparison Websites are marvellous. If you want to change your internet provider, as it’s all about price and as the product is identical it’s easy to see the savings. Travel Insurance though is a lot more complex, with different levels of cover, which is impossible to judge by price alone. For example, a very cheap Policy will most probably not arrange a repatriation for you by Helicopter high up in the mountains of Nepal if you are injured. So for that reason alone, we won’t go on Comparison Websites.

Can I buy this Insurance?

  • Do I have to be British to buy this insurance?

    As we’re regulated by the Financial Conduct Authority, and have what is called "passporting" rights, we’re also authorised for the sale of insurance throughout all EEA Countries. So if you’re in Spain, for example, you can take out cover online, and if you need to be brought home due to a medical condition, we take you back to Spain, your home country.

  • Will "Brexit" affect my insurance if I'm from Europe?

    No. If your policy has been issued, it will just run until expiry. Our insurer is Allianz Global Assistance anyway and they're part of the Allianz Group who have their head office in Munich, Germany.
    The official date for the United Kingdom to leave the European Union is 30 March 2019, so it remains to be seen what's going to happen before then, both for us and all other UK insurers.

  • What is the difference between Single Trip, Multi Trip and Backpacker Insurance?

    Single Trip Insurance is valid for a single journey which you intend to make, whether it be 7 days on a holiday to Spain, or 12 months or more travelling around the world. It’s a Single Trip, not a single country! Multi-Trip is designed for multiple trips from and back to your home country; useful for example if you have a winter sports holiday, a summer holiday and maybe the odd weekend abroad. The maximum duration of each trip, as far as we’re concerned, cannot exceed 30 or 70 days, depending on which policy you take out. In our case, Backpacker Insurance is the same as Single Trip, but other insurers may have a cut down version of their Single Trip policy to sell to "Backpackers".

  • What countries are included in the Europe area?

    On our policy, the countries included within the Europe area of cover are Albania, Algeria*, Andorra, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Channel Islands, Croatia, Cyprus, Czech Republic, Denmark, Egypt*, England, Estonia, Finland including Lapland, Former Yugoslav Republic of Macedonia, France (including Corsica), Germany, Georgia*, Gibraltar, Greece (including Crete and all other Greek Islands in the Mediterranean), Hungary, Iceland, Ireland, Isle of Man, Israel, Italy (including Sardinia, Sicily and all other Italian Islands in the Mediterranean), Jordan, Kosovo, Latvia, Lebanon*, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Moldova, Monaco, Montenegro, Morocco, Netherlands, Northern Ireland, Norway, Poland, Portugal (including the Azores and Madeira), Romania, Russia west of the Ural Mountains, San Marino, Scotland, Serbia, Slovakia, Slovenia, Spain (including the Canary and Balearic Islands), Sweden, Switzerland, Tunisia*, Turkey*, Ukraine*, Wales & Vatican City State.

    Note the countries indicated with * currently have "Advise against all travel" warnings issued against some regions within those countries, issued by the UK Foreign Office. If you travel to the areas where there is this warning, then there is no cover available to you at all. You can check the areas affected just by visiting https://www.gov.uk/foreign-travel-advice.

    Note due to a blanket "Advice against all travel" warning to the whole of Libya and Syria we cannot offer any cover at all for travel to these countries.

  • Can I take out this travel insurance if I've already started travelling?

    If you are normally a resident of the UK or an EEA country and your insurance has run out, you may take out cover online with us for Single Trip Policies. This is on the understanding that nothing has occurred at the time of taking out the cover which has led to a claim or may lead to a potential claim. Obviously, this insurance will not pay for your belongings if you’ve already lost them, medical bills if you’ve already incurred them or any other events known to exist at the time of arranging cover which might give rise to a subsequent claim. As a fraud prevention measure, no claims will be accepted within 48 hours of a policy being taken out, with the exception of course of you sustaining a serious injury in connection with an accident.

  • Can I extend my Insurance?

    Yes. If you’re not entirely sure how long you’ll be away, you can, for example, take a policy for three months, and then extend it for a further two months, giving you a five month policy. The cost of the extension will be the regular cost for the new period of insurance, less 10%. Note however you only get the discount if you are extending the period of insurance for equal to or less than you have already had. Please go to our Extend Insurance page for further information. Note if you insurance has expired already we cannot do this and you will have to purchase a new policy.

  • I’m going on a One-Way journey. Will this insurance cover me?

    Yes. If, for example, you are travelling for 3 months and eventually settling in Australia, just take out a 3 month policy and it will expire after 3 months or when you arrive at your final destination if this is earlier. Also, if you're off on an extensive Backpacking trip and only have a one way ticket and you haven't got your return ticket as yet, you can take out as much as 18 months cover (12 months if you’re aged over 50) and that will last until the end of your 18 months. If you're going to travel then for even longer, you can take out another policy to cover you for your on-going travel. Once you arrive at your final destination the insurance will cease.

  • I have a pre-existing medical condition. Can I buy your insurance?

    If you have a "defined" pre-existing medical condition, cover is excluded, unless your condition is an Automatically Covered Pre-existing Medical Condition. If in doubt, please call our Medical Screening Helpline on +44 (0)330 660 0563. They will ask for details of your travel plans and your condition, and they will advise if you will be covered or not. In some circumstances they will ask for an additional premium which is payable directly to the medical screening company, and in some cases they will advise that they will not cover that particular medical condition. This means that the Insurance is still valid, but cover for the Medical Condition in question will be excluded.

  • I’m pregnant. Will your insurance cover me?

    This cover for medical expenses is subject to the Insured individual returning back home with a minimum of 12 weeks prior to the estimated due date. If travelling beyond this time no cover is available in respect of pregnancy. If there are any known gynaecological disorders this should be considered a pre-existing medical condition which will need to be disclosed to the medical screening helpline. Please ensure you are travelling with the consent of your Doctor and the airline in question.

  • I'm 65 years old. Can I buy this Insurance?

    Yes. This insurance is valid for people aged at the time of taking out the policy up to 65 years of age for our Single Trip and Annual Multi-Trip Policies. Unfortunately, as our policies are predominately for Adventurous Activities, we cannot offer rates for persons aged 66 or more. We suggest you try GoodtoGoInsurance, who you can reach by clicking here.

  • Your Insurance only goes up to 18 months, and I need more than that. Can you help?

    We can arrange cover for 24 months in one go for Worldwide including USA & Canada if you need this to satisfy the Working Holiday (IEC) Visa requirements for Canada. For all other journeys, you can apply from the beginning for 18 months, and then you can extend by up to 12 months at a time if you’re still travelling. Persons aged 50 or more can only apply for cover for 12 months at any one time.

  • I may get a job when I’m away. Will this insurance cover me?

    On our policies, non-manual/clerical work is included as standard, and this even extends to working as a classroom teacher or assistant, au pair, nanny, child-minder bar and restaurant work. If you’re going to be doing Manual Labour on your trip, chose the Adventure Activity Pack when you take out your cover. This will then cover you for general farm work and fruit picking. This includes driving tractors and other similar farm vehicles so long as you comply with any appropriate license requirements; doctor, nurse, midwife and care work (including medical elective trips but not dental elective); light building and DIY e.g. painting, decorating or basic construction work using light power tools only. Permitted Manual Work is not covered if it involves the use of plant/trade/industrial machinery, non-domestic power tools or working at a height of over 2 metres.

  • Can I do Volunteer work?

    Once again, if you take the Adventure Pack, this will allow you to participate in community or wildlife based conservation/project work when arranged by a professional organisation. It will also cover community/charity based supervised building or renovation projects or other Manual Work again provided the activity doesn’t involves the use of plant/trade/industrial/agricultural machinery (other than tractors), non-domestic power tools or working at a height of over 2 metres.

  • How can I pay for my insurance?

    You may pay online with MasterCard, Visa or American Express, or you can use your PayPal account. Note there is no supplement charged by paying by card. If you use a foreign registered card, the amount is debited in pounds sterling, and your credit card company use their own exchange rate to convert it to the currency on your card. Generally, they use the interbank rate plus about 3%, which is roughly the same rate as you would get at a bureau de change. Check with your card issuer if you’re not sure though!

  • When do I receive my insurance documents?

    When you complete your insurance application, the system debits your payment card using the WorldPay payment processing system, or debits your PayPal account if you’ve used that instead, and then you can then immediately download your Validation Certificate. We will also email you your Certificate, both to the traveller and the person who paid for the insurance if they differ.

Questions when you're travelling.

  • I have to come home early. Can I get a partial refund on my Insurance?

    No, sorry! If you’re unsure how long you’re going to be away, take a shorter policy and extend it whilst you are away.

  • What happens if I have to return home for a while during my trip?

    If you want to return home during your travels - say for the wedding of a close friend, or Christmas with your family, your cover allows you to do this. Your cover will be suspended from the time that you arrive in your home country, until the moment you resume your original journey. You don’t have to cancel your policy and buy a new one, and you do not need to notify us of any trip home. Note however if you have to come back early as a result of a claim, then the insurance ends as it’s done its job, unless you have the Traveller Plus policy, as with that policy we include Trip Interruption so we’ll fly you back to where you came back from to continue your journey.

  • Does this policy include Helicopter/Air Ambulances should I need it?

    Yes. When you contact the 24 hour Emergency Medical Assistance Service, should Helicopter/Air Ambulances be required if necessary on medical grounds it would normally be authorised by the insurers. Note in Nepal, if you need a Helicopter then a higher excess of £750 applies.

  • What do you mean by you’ll move me to a public service hospital?

    This policy covers accident and emergency expenses only and is not a private health insurance policy. This means that you are covered if there is a sudden and unexpected accident or if you become ill during a trip. We will pay for private treatment, but only if there is no appropriate reciprocal health agreement in existence and no public medical service available. Likewise we would not expect you to be treated in a medical facility if it does not have the equivalent care that we would expect ourselves under European standards. However, if you have been taken to a private hospital and there is a public service in the area that we can move you too safely, then we reserve the right to organise a transfer where is it medically appropriate.

  • I want to do an activity which you don’t cover!

    If there is any activity which you intend to take part in which isn’t in the activity packs, just contact us with the relevant details and we can see if we can get it included within an Adventure Pack, or at an additional premium.

  • Can I add Winter Sports on as I’ve now decided to go skiing?

    If you need to add on an activity pack or add on Winter Sports, or even change the area of cover on your policy, just contact us and tell us what you need. We’ll reply back to you within 24 hours with any additional premium you have to pay and a secure link for you to pay on. You end up paying exactly the same as you would have done if you’d chosen those options from the get-go. We don’t charge administration fees. Do note though, the one thing we cannot add on after departure is the Zero Excess Option.

  • Do you cover missed flight connections?

    The airlines actually cover these themselves, but only if your flights are on the same e-ticket. If your delivering airline is late, they, under IATA regulations, have to liaise with the onward airline to get you on another flight. If this results in an extended delay, they also have to provide refreshments and even hotel accommodation if necessary. If you use separate tickets, then you lose all rights to have any airline do anything and you cannot claim on your insurance as it isn’t covered. Sometimes it does work out much cheaper to use separate tickets, and when we used to book travel arrangements ourselves when we were a tour operator, we always used to build in at least a 4-hour connection to try to mitigate any problems which may occur.

  • Mountaineering isn’t mentioned on any of the activity packs?

    No, we don't cover mountaineering, which for the avoidance of doubt is combination of walking and scrambling as well as rock and ice climbing in mountainous areas, for example Everest North Ridge, Manaslu and Ama Dablam in Nepal. If you can trek to the top of a mountain then that is fine, like Kilimanjaro in Tanzania or Mera Peak in Nepal, but if you need to use ropes to climb up vertical or near vertical cliff faces at very high altitude, then we don't cover that.

  • Does your Insurance cover riding a Motorbike?

    Yes. On the basic Traveller Activity Pack you can ride a Motorbike "on road" under 125cc when you’re away, as long as you hold an appropriate licence valid in your country of residence and wear a crash helmet, you are covered medically. Do note for residents of the UK, to drive a motorbike under 125cc you must have taken a Compulsory basic training (CBT) course, or of course have a motorcycle licence. However, we would advise you to be very cautious on doing this if you are not familiar with riding a motorbike. In Thailand, 38 people get killed every day riding mopeds; that’s over 13,000 a year, which, to put into context, is five times more than everyone who gets killed on the roads in the UK every year from any type road traffic accident, from car drivers, motorbike riders and pedestrians. On the Adventure Pack, if you hold the appropriate licence, you can ride a Motorbike on road over 125cc, and on the Extreme Adventure Pack, you can ride a motorbike off-road under 250cc. Again in both instances, you must wear a crash helmet. In all cases, if you ride any motorbike without a crash helmet, you have no cover whatsoever!

    Also note we only cover occasional motorbike use. If you’re using a motorbike as your main mode of transport or going motorbike touring, then we can’t cover that.

    Motorbike Taxis: You are covered when riding pillion on a Motorbike Taxi under 125cc and wear a crash helmet. You will come across Motorbike Taxis throughout Asia and in some parts of South America. They are cheap, but many are unregulated and the drivers have in some cases, no licence, insurance, nor training and may well be intoxicated by alcohol or drugs. The bikes themselves are in the most poorly maintained. In the case of an accident and a subsequent medical claim, you may find yourself uninsured. So we have one word of advice when it comes to Motorbike Taxis. Don’t.

  • Will my claim be declined if I have been drinking?

    Our insurer excludes cover for claims relating to the effects of alcohol. This does not mean you can’t relax and enjoy yourself by having a glass or two whilst travelling. Please however be warned, if you consume so much alcohol that you decide you can fly off a 10 storey building, it is highly likely that any claim will not be paid for by this travel insurance. Please remember to drink responsibly.

  • Do I have to pay for my own medical bills?

    For any very minor outpatient treatments which you may have on your trip, you would normally pay locally and just claim it back from the insurers when you get back. If you don’t have enough money you can contact the emergency service as they are there to help. If treatment is likely to exceed £500 you will need to contact the Emergency Medical Assistance service for authorisation. Obviously any large medical emergencies are totally dealt with by the 24 hour Emergency Medical Assistance Service.
    For other claims, you must inform our regular claims handlers within 60 days of the date of the occurrence of any possible claim.
    For more information and advice about how to make an insurance claim, please go to our How to make a Claim page.

  • Does this Insurance cover Acts of Terrorism?

    For travel delay, where this is caused due to acts of terrorism, then you are not covered for the delays that may cause. However, if you get caught up in an act of terrorism which is not relating to a region or country on the Foreign Office "No Go" list, then full medical cover (including repatriation) will be provided under the terms of this policy. Note however that terrorism involving any form of nuclear, chemical or biological agents are specifically excluded.

  • Am I covered if I travel to a country or region against British Foreign Office advice?

    If you travel to a region or country where the British Foreign Office has an "advise against all travel to" warning against it, then this policy will not pay any claims if you're travelling in such a region or country. If you're travelling to a region or country where the Foreign Office has an "all but essential travel" warning then we may be able to offer cover to you. However, this cover will exclude any claims made as a direct result of the warning being in place, i.e. terrorism. Please contact us for further advice if you’re going to such a region or country.

  • I'm taking an expensive Camera/Laptop/iPad/iPhone with me. Will this Insurance cover it?

    It all depends how expensive it is! If you elect to take out Baggage & Personal effects cover, you will see that each of the policies detail how much your "valuables" are insured for. However, with us you also have the ability of adding the up to 3 Specified Items up to a maximum value of £450 each (£750 on the Traveller Plus) including mobile phones, based on what is called an indemnity value, which is basically the value of your items at today’s prices less deduction for wear, tear and depreciation. Any items lost, stolen or damaged must be reported to the Police and a written Police Report obtained. No cover is available if items are left unattended and all claims must be supported by the original purchase receipt.

  • If I lose something, do I really need a Police Report?

    Yes. Obviously if you are in a very remote area where there is no Police Station, any other authority will normally suffice, for example the Hotel Manager.

  • I’m going to Australia. Must I enrol in Medicare?

    Yes you must, although you can enrol after the first occasion you need treatment. Australia has a reciprocal health agreement with the United Kingdom, Sweden, Finland, Norway, the Netherlands, Belgium, Slovenia, Malta, Italy and the Republic of Ireland, so it makes sense to enrol anyway as the Australian medical system is one of the best in the world, and it helps keep the premiums down! Obviously if you’re not a resident of one of these countries you can’t enrol and your treatment will be paid by the insurers. There are Medicare offices in most large towns and cities in Australia, so just pop in with your passport and sort out your Medicare cover when you get there. If there’s no queue, it usually takes about half an hour to sort out.

  • Does your insurance pay for Ambulances in Australia? I’ve heard they’re expensive?

    If you are involved in an accident and an ambulance is required, then of course the insurance company will settle the claim with the relevant ambulance service. And you've heard correctly – ambulances services in Australia are monstrously expensive!

  • I’ve heard that you need approved Travel Insurance if visiting Cuba?

    Yes that’s correct. As of May 2010 the Cuban Authorities insisted that all travellers to Cuba have proper medical insurance, which they will check on arrival. If you don’t have medical insurance, you have to buy their insurance there and then, and it isn’t cheap. AGA International are on the Cuban Government approved list.

Jargon.

  • What does the 14 Day Cooling Off Period mean?

    Essentially, if you decide for any reason whatsoever that you do not want the insurance after you’ve taken it out, if you contact us in writing within 14 days of taking out the policy and the policy hasn't started nor have you made a claim or intend to make a claim, we will refund your premium in full; no questions asked. If you cancel the policy after the 14 Day period has elapsed or have taken out Insurance whilst you are already travelling, no refund of premium is available.

  • What is a Policy Excess?

    This is basically the amount which will be deducted by the insurer against claims. So, for example, if you lost all your luggage and claimed back £500 and this was approved by the insurer, they would deduct £75 from that claim and you’d receive £425.
    The excess vary depending on which policy you take out, and is clearly displayed when you buy your insurance. You can also take out an Excess Waiver as well, which removes all excesses to zero, with the exception of any air ambulance or helicopter services in Nepal which is required for any respiratory condition where the £750 excess cannot be waived.

  • What does Personal Liability mean, and do I really need it?

    Essentially, this means you are covered for accidental injury, death or illness to another person, or accidental loss or damage to material property. To put this into context, here are two examples of each type.

    You are on an overland tour, and you pick up a pot of boiling water off the camp fire, realise it’s extremely hot and immediate drop it, but in the process of doing so you badly scold other travellers, which result in them becoming hospitalised and missing the rest of the trip. These other travellers will in all probability sue you for damages. That’s why you need cover for accidental injury.

    The other example is that you’ve checked into your hotel in Penang after a day on the beach, and you start running the bath. You then go out onto the balcony to gaze across the sea, have a Gin and Tonic, and slowly doze off to sleep. The bath carries on running, overpowers the overflow, goes all over the floor, seeps over the carpets, then seeps through the floor and damages the room below. The hotel is going to want payment for all the damage, and compensation for the fact that will have to take two rooms out of service whilst the damage is repaired.

    Note the Personal Liability cover will not cover you whilst driving a car, motorbike or any other type of machinery (for example Jet-Ski’s and the likes), as this will be covered by the relevant insurance for that, and nor will if cover you for taking part in any trade, business or profession.

Complaints.

  • What if I need to Complain?

    In the policy itself, there is a whole section devoted to Complaints Procedure, all the way from the first people to complain to right through to the Financial Ombudsman. However, in the first instance please contact The True Traveller to get it sorted out. We know the system better, and it’s in our interest to get any complaints sorted out for you as you’re our client. Our clients are fortunate in as much it’s very rare indeed for us to receive a complaint anyway.

Reviews.

  • Are the reviews on your website true?

    Yes. We use a system called TrustPilot, and you can check out the reviews by clicking here. There are a lot of other reviews all over the web as well, but you'll just have to find them! You'll be invited to review us on TrustPilot a day or so after you've taken out your policy online. Hardly anyone ever reviews us, maybe 10 out of thousands each month, but if you do have a claim, and it goes well or badly, try to leave a review then please as that’s really what people want to read about.

Claims Record.

  • I’ve been trying to find out about your Claims Record?

    According to a report in early 2016 published by the Association of British Insurers (ABI), 87% of Travel Insurance Claims are paid. As far as we go, for the year April 2016 to March 2017, 91% of claims were paid, and it would have been 94.4% of claims had people realized their claim was below the excess. A few claims were denied and the reasons were insufficient evidence (or any evidence at all really) of actually owning lost property they were claiming for. We also had to deny a few claims as people took cover out when already travelling and put in an immediate claim when they were already ill, and insurance isn’t designed to cover situations which have already taken place. Most of the other denied claims were people who failed to comply with the policy conditions, for example having an accident on a scooter and were not wearing a crash helmet, or having an accident on the slopes without Winter Sports cover. So, please do check you’re insured for the activities you intend to do whilst away, and if you’re not, just get in touch with us so we can make any necessary amendments to ensure you have the correct cover.

    Our regular claims are handled by a company called CSA, who we’ve used for many years and we find then very efficient, and as you may have read in the first section, our medical assistance service is carried out by Intana Global. If you do end up having a claim, and you think it’s not being handled very well, or you think they’re being a bit slow, just make sure you contact us so we can assist you and get things sorted out!

Who runs this Insurance?

  • Who is True Traveller?

    The True Traveller was originally a travel company who arranged adventure holidays all over the world. We also had our own travel insurance scheme, and after a few years we put it on a stand-alone website due to the amount of enquiries we had for it. Then, move forward another few years we were doing so much insurance it affected our ability to handle the tours side as well, we decided to close down the tours side and just concentrate on insurance.

    We are registered with the Financial Conduct Authority, which is the UK Governments regulator for all financial firms. Our registration number is 756107, which you can check on the FCA website by clicking here.

  • Who is True Traveller’s Insurer?

    Our travel policy is insured by AWP P&C S.A. AWP is part of the Allianz Group, who, according to Forbes Magazine’s 2015 Ranking of the World's Biggest Public Companies, are the world's largest insurance company and the 21st-largest company in the World.

  • Are you covered by Financial Services Compensation Scheme (FSCS)?

    In the unlikely event of the Insurer being unable to meet their liabilities, you may be entitled to compensation under the Financial Services Compensation Scheme.

  • Who handles Medical Emergencies?

    This is the most important part of your travel insurance, as these are the people who help you if you have an accident or ill on your trip. We use Intana Global, who are based in London and offer multi-lingual telephone assistance, to coordinate and liaise with patients, their families, doctors, nurses and specialists across the world no matter what the time or language spoken locally.

    Intana Global's multi-lingual staff are on hand 24 hours a day to help and advise patients on any medical problem.

  • Why are your rates so cheap?

    Well, we don’t think they are, and we're always looking at ways at reducing them without reducing our levels of service, and more importantly, the claims service! But, from a straw poll, one third of our customers think we're cheap, one third think we’re priced at just the right level, and everyone else think we're too expensive!

  • Do you do discount codes?

    No we don’t. It is discussed internally from time to time, and essentially we would have to increase all the premiums to all of our clients all the time, to offer discounts to just some of our clients some of the time. We think that’s unfair, so we don’t offer discount codes.

  • Why aren’t you on Price Comparison Websites?

    Well, it’s not as if we’ve not ever been asked! However we believe that for some things, Price Comparison Websites are marvellous. If you want to change your internet provider, as it’s all about price and as the product is identical it’s easy to see the savings. Travel Insurance though is a lot more complex, with different levels of cover, which is impossible to judge by price alone. For example, a very cheap Policy will most probably not arrange a repatriation for you by Helicopter high up in the mountains of Nepal if you are injured. So for that reason alone, we won’t go on Comparison Websites.

Can I buy this Insurance?

  • Do I have to be British to buy this insurance?

    As we’re regulated by the Financial Conduct Authority, and have what is called "passporting" rights, we’re also authorised for the sale of insurance throughout all EEA Countries. So if you’re in Spain, for example, you can take out cover online, and if you need to be brought home due to a medical condition, we take you back to Spain, your home country.

  • Will "Brexit" affect my insurance if I'm from Europe?

    No. If your policy has been issued, it will just run until expiry. Our insurer is Allianz Global Assistance anyway and they're part of the Allianz Group who have their head office in Munich, Germany.
    The official date for the United Kingdom to leave the European Union is 30 March 2019, so it remains to be seen what's going to happen before then, both for us and all other UK insurers.

  • What is the difference between Single Trip, Multi Trip and Backpacker Insurance?

    Single Trip Insurance is valid for a single journey which you intend to make, whether it be 7 days on a holiday to Spain, or 12 months or more travelling around the world. It’s a Single Trip, not a single country! Multi-Trip is designed for multiple trips from and back to your home country; useful for example if you have a winter sports holiday, a summer holiday and maybe the odd weekend abroad. The maximum duration of each trip, as far as we’re concerned, cannot exceed 30 or 70 days, depending on which policy you take out. In our case, Backpacker Insurance is the same as Single Trip, but other insurers may have a cut down version of their Single Trip policy to sell to "Backpackers".

  • What countries are included in the Europe area?

    On our policy, the countries included within the Europe area of cover are Albania, Algeria*, Andorra, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Channel Islands, Croatia, Cyprus, Czech Republic, Denmark, Egypt*, England, Estonia, Finland including Lapland, Former Yugoslav Republic of Macedonia, France (including Corsica), Germany, Georgia*, Gibraltar, Greece (including Crete and all other Greek Islands in the Mediterranean), Hungary, Iceland, Ireland, Isle of Man, Israel, Italy (including Sardinia, Sicily and all other Italian Islands in the Mediterranean), Jordan, Kosovo, Latvia, Lebanon*, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Moldova, Monaco, Montenegro, Morocco, Netherlands, Northern Ireland, Norway, Poland, Portugal (including the Azores and Madeira), Romania, Russia west of the Ural Mountains, San Marino, Scotland, Serbia, Slovakia, Slovenia, Spain (including the Canary and Balearic Islands), Sweden, Switzerland, Tunisia*, Turkey*, Ukraine*, Wales & Vatican City State.

    Note the countries indicated with * currently have "Advise against all travel" warnings issued against some regions within those countries, issued by the UK Foreign Office. If you travel to the areas where there is this warning, then there is no cover available to you at all. You can check the areas affected just by visiting https://www.gov.uk/foreign-travel-advice.

    Note due to a blanket "Advice against all travel" warning to the whole of Libya and Syria we cannot offer any cover at all for travel to these countries.

  • Can I take out this travel insurance if I've already started travelling?

    If you are normally a resident of the UK or an EEA country and your insurance has run out, you may take out cover online with us for Single Trip Policies. This is on the understanding that nothing has occurred at the time of taking out the cover which has led to a claim or may lead to a potential claim. Obviously, this insurance will not pay for your belongings if you’ve already lost them, medical bills if you’ve already incurred them or any other events known to exist at the time of arranging cover which might give rise to a subsequent claim. As a fraud prevention measure, no claims will be accepted within 48 hours of a policy being taken out, with the exception of course of you sustaining a serious injury in connection with an accident.

  • Can I extend my Insurance?

    Yes. If you’re not entirely sure how long you’ll be away, you can, for example, take a policy for three months, and then extend it for a further two months, giving you a five month policy. The cost of the extension will be the regular cost for the new period of insurance, less 10%. Note however you only get the discount if you are extending the period of insurance for equal to or less than you have already had. Please go to our Extend Insurance page for further information. Note if you insurance has expired already we cannot do this and you will have to purchase a new policy.

  • I’m going on a One-Way journey. Will this insurance cover me?

    Yes. If, for example, you are travelling for 3 months and eventually settling in Australia, just take out a 3 month policy and it will expire after 3 months or when you arrive at your final destination if this is earlier. Also, if you're off on an extensive Backpacking trip and only have a one way ticket and you haven't got your return ticket as yet, you can take out as much as 18 months cover (12 months if you’re aged over 50) and that will last until the end of your 18 months. If you're going to travel then for even longer, you can take out another policy to cover you for your on-going travel. Once you arrive at your final destination the insurance will cease.

  • I have a pre-existing medical condition. Can I buy your insurance?

    If you have a "defined" pre-existing medical condition, cover is excluded, unless your condition is an Automatically Covered Pre-existing Medical Condition. If in doubt, please call our Medical Screening Helpline on +44 (0)330 660 0563. They will ask for details of your travel plans and your condition, and they will advise if you will be covered or not. In some circumstances they will ask for an additional premium which is payable directly to the medical screening company, and in some cases they will advise that they will not cover that particular medical condition. This means that the Insurance is still valid, but cover for the Medical Condition in question will be excluded.

  • I’m pregnant. Will your insurance cover me?

    This cover for medical expenses is subject to the Insured individual returning back home with a minimum of 12 weeks prior to the estimated due date. If travelling beyond this time no cover is available in respect of pregnancy. If there are any known gynaecological disorders this should be considered a pre-existing medical condition which will need to be disclosed to the medical screening helpline. Please ensure you are travelling with the consent of your Doctor and the airline in question.

  • I'm 65 years old. Can I buy this Insurance?

    Yes. This insurance is valid for people aged at the time of taking out the policy up to 65 years of age for our Single Trip and Annual Multi-Trip Policies. Unfortunately, as our policies are predominately for Adventurous Activities, we cannot offer rates for persons aged 66 or more. We suggest you try GoodtoGoInsurance, who you can reach by clicking here.

  • Your Insurance only goes up to 18 months, and I need more than that. Can you help?

    We can arrange cover for 24 months in one go for Worldwide including USA & Canada if you need this to satisfy the Working Holiday (IEC) Visa requirements for Canada. For all other journeys, you can apply from the beginning for 18 months, and then you can extend by up to 12 months at a time if you’re still travelling. Persons aged 50 or more can only apply for cover for 12 months at any one time.

  • I may get a job when I’m away. Will this insurance cover me?

    On our policies, non-manual/clerical work is included as standard, and this even extends to working as a classroom teacher or assistant, au pair, nanny, child-minder bar and restaurant work. If you’re going to be doing Manual Labour on your trip, chose the Adventure Activity Pack when you take out your cover. This will then cover you for general farm work and fruit picking. This includes driving tractors and other similar farm vehicles so long as you comply with any appropriate license requirements; doctor, nurse, midwife and care work (including medical elective trips but not dental elective); light building and DIY e.g. painting, decorating or basic construction work using light power tools only. Permitted Manual Work is not covered if it involves the use of plant/trade/industrial machinery, non-domestic power tools or working at a height of over 2 metres.

  • Can I do Volunteer work?

    Once again, if you take the Adventure Pack, this will allow you to participate in community or wildlife based conservation/project work when arranged by a professional organisation. It will also cover community/charity based supervised building or renovation projects or other Manual Work again provided the activity doesn’t involves the use of plant/trade/industrial/agricultural machinery (other than tractors), non-domestic power tools or working at a height of over 2 metres.

  • How can I pay for my insurance?

    You may pay online with MasterCard, Visa or American Express, or you can use your PayPal account. Note there is no supplement charged by paying by card. If you use a foreign registered card, the amount is debited in pounds sterling, and your credit card company use their own exchange rate to convert it to the currency on your card. Generally, they use the interbank rate plus about 3%, which is roughly the same rate as you would get at a bureau de change. Check with your card issuer if you’re not sure though!

  • When do I receive my insurance documents?

    When you complete your insurance application, the system debits your payment card using the WorldPay payment processing system, or debits your PayPal account if you’ve used that instead, and then you can then immediately download your Validation Certificate. We will also email you your Certificate, both to the traveller and the person who paid for the insurance if they differ.

Questions when you're travelling.

  • I have to come home early. Can I get a partial refund on my Insurance?

    No, sorry! If you’re unsure how long you’re going to be away, take a shorter policy and extend it whilst you are away.

  • What happens if I have to return home for a while during my trip?

    If you want to return home during your travels - say for the wedding of a close friend, or Christmas with your family, your cover allows you to do this. Your cover will be suspended from the time that you arrive in your home country, until the moment you resume your original journey. You don’t have to cancel your policy and buy a new one, and you do not need to notify us of any trip home. Note however if you have to come back early as a result of a claim, then the insurance ends as it’s done its job, unless you have the Traveller Plus policy, as with that policy we include Trip Interruption so we’ll fly you back to where you came back from to continue your journey.

  • Does this policy include Helicopter/Air Ambulances should I need it?

    Yes. When you contact the 24 hour Emergency Medical Assistance Service, should Helicopter/Air Ambulances be required if necessary on medical grounds it would normally be authorised by the insurers. Note in Nepal, if you need a Helicopter then a higher excess of £750 applies.

  • What do you mean by you’ll move me to a public service hospital?

    This policy covers accident and emergency expenses only and is not a private health insurance policy. This means that you are covered if there is a sudden and unexpected accident or if you become ill during a trip. We will pay for private treatment, but only if there is no appropriate reciprocal health agreement in existence and no public medical service available. Likewise we would not expect you to be treated in a medical facility if it does not have the equivalent care that we would expect ourselves under European standards. However, if you have been taken to a private hospital and there is a public service in the area that we can move you too safely, then we reserve the right to organise a transfer where is it medically appropriate.

  • I want to do an activity which you don’t cover!

    If there is any activity which you intend to take part in which isn’t in the activity packs, just contact us with the relevant details and we can see if we can get it included within an Adventure Pack, or at an additional premium.

  • Can I add Winter Sports on as I’ve now decided to go skiing?

    If you need to add on an activity pack or add on Winter Sports, or even change the area of cover on your policy, just contact us and tell us what you need. We’ll reply back to you within 24 hours with any additional premium you have to pay and a secure link for you to pay on. You end up paying exactly the same as you would have done if you’d chosen those options from the get-go. We don’t charge administration fees. Do note though, the one thing we cannot add on after departure is the Zero Excess Option.

  • Do you cover missed flight connections?

    The airlines actually cover these themselves, but only if your flights are on the same e-ticket. If your delivering airline is late, they, under IATA regulations, have to liaise with the onward airline to get you on another flight. If this results in an extended delay, they also have to provide refreshments and even hotel accommodation if necessary. If you use separate tickets, then you lose all rights to have any airline do anything and you cannot claim on your insurance as it isn’t covered. Sometimes it does work out much cheaper to use separate tickets, and when we used to book travel arrangements ourselves when we were a tour operator, we always used to build in at least a 4-hour connection to try to mitigate any problems which may occur.

  • Mountaineering isn’t mentioned on any of the activity packs?

    No, we don't cover mountaineering, which for the avoidance of doubt is combination of walking and scrambling as well as rock and ice climbing in mountainous areas, for example Everest North Ridge, Manaslu and Ama Dablam in Nepal. If you can trek to the top of a mountain then that is fine, like Kilimanjaro in Tanzania or Mera Peak in Nepal, but if you need to use ropes to climb up vertical or near vertical cliff faces at very high altitude, then we don't cover that.

  • Does your Insurance cover riding a Motorbike?

    Yes. On the basic Traveller Activity Pack you can ride a Motorbike "on road" under 125cc when you’re away, as long as you hold an appropriate licence valid in your country of residence and wear a crash helmet, you are covered medically. Do note for residents of the UK, to drive a motorbike under 125cc you must have taken a Compulsory basic training (CBT) course, or of course have a motorcycle licence. However, we would advise you to be very cautious on doing this if you are not familiar with riding a motorbike. In Thailand, 38 people get killed every day riding mopeds; that’s over 13,000 a year, which, to put into context, is five times more than everyone who gets killed on the roads in the UK every year from any type road traffic accident, from car drivers, motorbike riders and pedestrians. On the Adventure Pack, if you hold the appropriate licence, you can ride a Motorbike on road over 125cc, and on the Extreme Adventure Pack, you can ride a motorbike off-road under 250cc. Again in both instances, you must wear a crash helmet. In all cases, if you ride any motorbike without a crash helmet, you have no cover whatsoever!

    Also note we only cover occasional motorbike use. If you’re using a motorbike as your main mode of transport or going motorbike touring, then we can’t cover that.

    Motorbike Taxis: You are covered when riding pillion on a Motorbike Taxi under 125cc and wear a crash helmet. You will come across Motorbike Taxis throughout Asia and in some parts of South America. They are cheap, but many are unregulated and the drivers have in some cases, no licence, insurance, nor training and may well be intoxicated by alcohol or drugs. The bikes themselves are in the most poorly maintained. In the case of an accident and a subsequent medical claim, you may find yourself uninsured. So we have one word of advice when it comes to Motorbike Taxis. Don’t.

  • Will my claim be declined if I have been drinking?

    Our insurer excludes cover for claims relating to the effects of alcohol. This does not mean you can’t relax and enjoy yourself by having a glass or two whilst travelling. Please however be warned, if you consume so much alcohol that you decide you can fly off a 10 storey building, it is highly likely that any claim will not be paid for by this travel insurance. Please remember to drink responsibly.

  • Do I have to pay for my own medical bills?

    For any very minor outpatient treatments which you may have on your trip, you would normally pay locally and just claim it back from the insurers when you get back. If you don’t have enough money you can contact the emergency service as they are there to help. If treatment is likely to exceed £500 you will need to contact the Emergency Medical Assistance service for authorisation. Obviously any large medical emergencies are totally dealt with by the 24 hour Emergency Medical Assistance Service.
    For other claims, you must inform our regular claims handlers within 60 days of the date of the occurrence of any possible claim.
    For more information and advice about how to make an insurance claim, please go to our How to make a Claim page.

  • Does this Insurance cover Acts of Terrorism?

    For travel delay, where this is caused due to acts of terrorism, then you are not covered for the delays that may cause. However, if you get caught up in an act of terrorism which is not relating to a region or country on the Foreign Office "No Go" list, then full medical cover (including repatriation) will be provided under the terms of this policy. Note however that terrorism involving any form of nuclear, chemical or biological agents are specifically excluded.

  • Am I covered if I travel to a country or region against British Foreign Office advice?

    If you travel to a region or country where the British Foreign Office has an "advise against all travel to" warning against it, then this policy will not pay any claims if you're travelling in such a region or country. If you're travelling to a region or country where the Foreign Office has an "all but essential travel" warning then we may be able to offer cover to you. However, this cover will exclude any claims made as a direct result of the warning being in place, i.e. terrorism. Please contact us for further advice if you’re going to such a region or country.

  • I'm taking an expensive Camera/Laptop/iPad/iPhone with me. Will this Insurance cover it?

    It all depends how expensive it is! If you elect to take out Baggage & Personal effects cover, you will see that each of the policies detail how much your "valuables" are insured for. However, with us you also have the ability of adding the up to 3 Specified Items up to a maximum value of £450 each (£750 on the Traveller Plus) including mobile phones, based on what is called an indemnity value, which is basically the value of your items at today’s prices less deduction for wear, tear and depreciation. Any items lost, stolen or damaged must be reported to the Police and a written Police Report obtained. No cover is available if items are left unattended and all claims must be supported by the original purchase receipt.

  • If I lose something, do I really need a Police Report?

    Yes. Obviously if you are in a very remote area where there is no Police Station, any other authority will normally suffice, for example the Hotel Manager.

  • I’m going to Australia. Must I enrol in Medicare?

    Yes you must, although you can enrol after the first occasion you need treatment. Australia has a reciprocal health agreement with the United Kingdom, Sweden, Finland, Norway, the Netherlands, Belgium, Slovenia, Malta, Italy and the Republic of Ireland, so it makes sense to enrol anyway as the Australian medical system is one of the best in the world, and it helps keep the premiums down! Obviously if you’re not a resident of one of these countries you can’t enrol and your treatment will be paid by the insurers. There are Medicare offices in most large towns and cities in Australia, so just pop in with your passport and sort out your Medicare cover when you get there. If there’s no queue, it usually takes about half an hour to sort out.

  • Does your insurance pay for Ambulances in Australia? I’ve heard they’re expensive?

    If you are involved in an accident and an ambulance is required, then of course the insurance company will settle the claim with the relevant ambulance service. And you've heard correctly – ambulances services in Australia are monstrously expensive!

  • I’ve heard that you need approved Travel Insurance if visiting Cuba?

    Yes that’s correct. As of May 2010 the Cuban Authorities insisted that all travellers to Cuba have proper medical insurance, which they will check on arrival. If you don’t have medical insurance, you have to buy their insurance there and then, and it isn’t cheap. AGA International are on the Cuban Government approved list.

Jargon.

  • What does the 14 Day Cooling Off Period mean?

    Essentially, if you decide for any reason whatsoever that you do not want the insurance after you’ve taken it out, if you contact us in writing within 14 days of taking out the policy and the policy hasn't started nor have you made a claim or intend to make a claim, we will refund your premium in full; no questions asked. If you cancel the policy after the 14 Day period has elapsed or have taken out Insurance whilst you are already travelling, no refund of premium is available.

  • What is a Policy Excess?

    This is basically the amount which will be deducted by the insurer against claims. So, for example, if you lost all your luggage and claimed back £500 and this was approved by the insurer, they would deduct £75 from that claim and you’d receive £425.
    The excess vary depending on which policy you take out, and is clearly displayed when you buy your insurance. You can also take out an Excess Waiver as well, which removes all excesses to zero, with the exception of any air ambulance or helicopter services in Nepal which is required for any respiratory condition where the £750 excess cannot be waived.

  • What does Personal Liability mean, and do I really need it?

    Essentially, this means you are covered for accidental injury, death or illness to another person, or accidental loss or damage to material property. To put this into context, here are two examples of each type.

    You are on an overland tour, and you pick up a pot of boiling water off the camp fire, realise it’s extremely hot and immediate drop it, but in the process of doing so you badly scold other travellers, which result in them becoming hospitalised and missing the rest of the trip. These other travellers will in all probability sue you for damages. That’s why you need cover for accidental injury.

    The other example is that you’ve checked into your hotel in Penang after a day on the beach, and you start running the bath. You then go out onto the balcony to gaze across the sea, have a Gin and Tonic, and slowly doze off to sleep. The bath carries on running, overpowers the overflow, goes all over the floor, seeps over the carpets, then seeps through the floor and damages the room below. The hotel is going to want payment for all the damage, and compensation for the fact that will have to take two rooms out of service whilst the damage is repaired.

    Note the Personal Liability cover will not cover you whilst driving a car, motorbike or any other type of machinery (for example Jet-Ski’s and the likes), as this will be covered by the relevant insurance for that, and nor will if cover you for taking part in any trade, business or profession.

Complaints.

  • What if I need to Complain?

    In the policy itself, there is a whole section devoted to Complaints Procedure, all the way from the first people to complain to right through to the Financial Ombudsman. However, in the first instance please contact The True Traveller to get it sorted out. We know the system better, and it’s in our interest to get any complaints sorted out for you as you’re our client. Our clients are fortunate in as much it’s very rare indeed for us to receive a complaint anyway.

Reviews.

  • Are the reviews on your website true?

    Yes. We use a system called TrustPilot, and you can check out the reviews by clicking here. There are a lot of other reviews all over the web as well, but you'll just have to find them! You'll be invited to review us on TrustPilot a day or so after you've taken out your policy online. Hardly anyone ever reviews us, maybe 10 out of thousands each month, but if you do have a claim, and it goes well or badly, try to leave a review then please as that’s really what people want to read about.

Claims Record.

  • I’ve been trying to find out about your Claims Record?

    According to a report in early 2016 published by the Association of British Insurers (ABI), 87% of Travel Insurance Claims are paid. As far as we go, for the year April 2016 to March 2017, 91% of claims were paid, and it would have been 94.4% of claims had people realized their claim was below the excess. A few claims were denied and the reasons were insufficient evidence (or any evidence at all really) of actually owning lost property they were claiming for. We also had to deny a few claims as people took cover out when already travelling and put in an immediate claim when they were already ill, and insurance isn’t designed to cover situations which have already taken place. Most of the other denied claims were people who failed to comply with the policy conditions, for example having an accident on a scooter and were not wearing a crash helmet, or having an accident on the slopes without Winter Sports cover. So, please do check you’re insured for the activities you intend to do whilst away, and if you’re not, just get in touch with us so we can make any necessary amendments to ensure you have the correct cover.

    Our regular claims are handled by a company called CSA, who we’ve used for many years and we find then very efficient, and as you may have read in the first section, our medical assistance service is carried out by Intana Global. If you do end up having a claim, and you think it’s not being handled very well, or you think they’re being a bit slow, just make sure you contact us so we can assist you and get things sorted out!

Automatically Covered Pre-existing Medical Conditions

If you have any of the pre-existing medical conditions listed below you are automatically covered on this insurance and you do not need to declare any of these conditions to our Medical Screening Line.

Provided the following requirement is met, the list of automatically covered medical conditions are:

  • You have not been hospitalized (including day surgery or emergency department attendance) for that condition in the past 12 months.
Acne
ADHD
Allergies limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance and Hay Fever
Arthritis (the affected person must be able to walk independently at home without the use of mobility aids)
Asthma, providing that you:
  • have no other lung disease
Bell's Palsy
Benign Positional Vertigo
Breast Cancer/Prostate Cancer provided you:
  • were diagnosed more than 12 months before you purchased this policy
  • have not had any chemotherapy or radiotherapy in the 12 months before you purchased this policy and the cancer has not spread outside the breast or prostate at any time
  • in the case of cancer of the prostate you must also have a PSA of 3.0 or less when purchasing this policy
Bunions
Carpal Tunnel Syndrome
Cataracts
Coeliac Disease
Congenital Blindness
Congenital Deafness
Cystitis (providing there is no ongoing treatment)
Diabetes Mellitus (Type 1)*, providing that you:
  • were diagnosed over 12 months ago; and
  • have no eye, kidney, nerve, or vascular complications; and
  • do not also suffer from a known Cardiovascular Disease, Hypertension, Hyperlipidaemia, or Hypercholesterolaemia; and
  • are under the age of 60 on the date you buy the policy
Diabetes Mellitus (Type 2), providing that you:
  • were diagnosed over 12 months ago; and
  • have no eye, kidney, nerve, or vascular complications
Dry Eye Syndrome
Eczema
Enlarged Prostrate (benign only)
Essential Tremor
Folate Deficiency
Gastric Reflux
Glaucoma
Goitre
Gout
Hiatus Hernia

If you suffer from more than one of the following three conditions, you must contact the Medical Screening Service on +44 330 660 0563 (from overseas) or 0330 660 0563 (within UK) and declare all conditions.

Hypercholesterolaemia (High Cholesterol)*, provided that you do not also suffer from a known Cardiovascular Disease and/or Diabetes
Hyperlipidaemia (High Blood Lipids)*, provided that you do not also suffer from a known Cardiovascular Disease and/or Diabetes
Hypertension (High Blood Pressure)*, provided that you do not also suffer from a known Cardiovascular Disease and/or Diabetes
Incontinence
Insulin Resistance
Macular Degeneration
Meniere's Disease
Migraine
Nocturnal Cramps
Osteopaenia
Osteoporosis
Pernicious Anaemia
Plantar Fasciitis
Raynaud's Disease
Sleep Apnoea
Sinusitis (providing there is no ongoing treatment)
Solar Keratosis
Tinnitus
Trigeminal Neuralgia
Trigger Finger
Underactive Thyroid (Hypothyroidism)
Varicose veins in the legs
Vitamin B12 Deficiency

*Diabetes (Type 1), Hypertension, Hypercholesterolaemia and Hyperlipidaemia are risk factors for Cardiovascular Disease. If you have a history of Cardiovascular Disease and it’s a pre-existing medical condition, then you must declare these conditions to the Medical Screening Service.

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Policy Download

To view the True Traveller Insurance policy wording please click on the image below:

Insurance Book
Note for old policies:

For policies purchased between 1 April 2016 and 31 March 2017 please click here

For policies purchased between 1 March 2015 and 31 March 2016 please click here


To view our Policy Wording your computer requires Adobe Reader. If your computer does not yet have Adobe Reader installed then you can download it from here.

Adobe Reader

Our Insurer

Your True Traveller Policy is insured by AWP P&C S.A., Dutch Branch, trading as Allianz Global Assistance Europe, part of the Allianz Group, one of the world’s largest insurance companies.

Insurer

According to Forbes Magazine, Allianz are even bigger than Microsoft, so you’ll be in good hands!


Already Travelling – No Problem

If you’ve already started travelling, and you previous insurance has run out, or you simply forgot before you left to take out travel insurance, you can simply apply online and get cover immediately.


Do however note, if you have already lost an item of baggage, have already seen a medical professional or are feeling ill or have been injured and about to see a medical professional, then we can’t help. Insurance is there to assist you in the event that something may happen, not for things which have already happened.


91 Activities as standard

Your Traveller Policy includes 91 activities as standard, which includes Bungee Jumping, Horse Riding, Safari Touring, Scuba diving to 18M and lots more activities you may end up partaking in on your trip. We even include non-manual work if you’re on a Working Holiday, and include bar and restaurant work as well.


We have our Adventure Pack and Extreme Adventure Pack you can select when you apply for your Insurance with us, which covers even more activities, to even include Rock Climbing, Trekking to unlimited altitudes as well as light manual labour again if you’re on a Working Holiday.


24/7 Medical Assistance Service

If you have an accident on your trip and end up in Hospital, we have a team at Intana Global in London who have multi-lingual staff and medical professionals on duty, 24 hours a day, 7 days a week.

You can call them from overseas on +44 20 7183 3751, or if you’re in the USA or Canada, you can also call toll free on 1 800 457 7930.

They will be able to assist you and get your medical bills paid, and in cases where it’s medically necessary, arrange to fly you back home for further medical attention.


Choose your Activity Pack

The Traveller Pack is included as standard on all our policies. However you can upgrade to more adventurous activities to ensure you are covered when undertaking these activities. If there’s an activity not listed, just contact us and we will see if we can get it included for you.

Traveller Pack
Abseiling Aerobics
Archery Athletics
Badminton Ballet
Banana Boating Baseball
Basketball Black Water Rafting (grades 1-3)
Bowls Bungee Jumping (2 jumps)
Camel riding (day tour) Canoeing (inland/ coastal – grades 1-3)
Caving (sightseeing/ tourist attraction) Recreational Visit only Cheerleading
Clay pigeon shooting Cricket
Croquet Cruising (Cruise Ship)
Curling Cycling (incidental to the trip)
Cycling (on an organised tour) Dodge Ball
Dragon Boating (inland/ coastal waters) Dune Bashing
Elephant riding Field Hockey
Fitness Training Fishing (inland/ coastal waters) - Sports/ Leisure fishing only – no commercial or rock fishing
Floorball Flying (as a fare paying passenger in a licenced scheduled or chartered aircraft or helicopter)
Football (Soccer) Go Karting
Golf Gymnastics
Horse riding (leisure/ social/ non-competitive) - No racing/ jumping Hot Air ballooning
Ice skating (indoor) Ice skating (outdoor) on a commercially managed rink
Jet boating (inland/ coastal waters) Jet skiing (inland/ coastal – grades 1-3)
Kayaking (inland/ coastal – grades 1-3) Kite boarding (on land or water)
Lacrosse Martial Arts training (non-contact)
Motorcycling (on road under 125cc) (Helmet must be worn) – No Motorcycle Touring Netball
Non Manual/ Clerical Work # Orienteering
Outdoor endurance courses up to 3 miles Outward Bound Pursuits
Paint Balling/ Airsoft Parachuting (1 jump)
Parasailing/ Parascending (Over water) Racquetball
Rifle range/ Sports shooting River Boarding/ Hydro Speeding (grades 1-3)
Roller Skating/ Rollerblading Rounders
Rowing/ Sculling (inland/ coastal waters – no white water) Running/ Jogging (up to half marathon distance)
Safari Travel Sandboarding/ Sand Skiing
Sailing (inland/ coastal waters) Scuba Diving (up to 18 metres in depth)
Segway Tours (Helmet must be worn) Skateboarding (ramp, half pipe, skate park, street)
Snorkeling Snowshoeing (Flat Terrain)
Softball Speed Boating (inland/ coastal waters – no white water)
Squash Stand up Paddle Surfing/ Paddle Boarding
Surfing Swimming (pool; enclosed, inland/ coastal waters)
Swimming with Dolphins/ Whales/ Whale Sharks Table Tennis
Tandem Skydive (1 jump) Tennis
Trampolining Trekking up to 2,500 metres
Triathlon up to Sprint Distance Tubing on rivers (grades 1-2)
Ultimate Frisbee Volleyball
Wall Climbing (Man-made Climbing Walls) – No soloing Water Polo
White Water Rafting (grades 1-3) Windsurfing (inland/ coastal)
Yoga Zip Lining
Adventure Pack
Aerial Safari Bicycle Polo
Black Water Rafting (grades 4-5) Bouldering – No soloing
Boxing (training only) Bungee Jumping (3 or more jumps)
Camel Trekking (overnight/ main mode of transport) Canyon Swinging
Canyoning Canoeing (inland/coastal – grades 4-5)
Cycle Touring (No intercontinental touring) Dirt Boarding
Dogsledding (on recognised trails) Elephant Trekking (overnight/ main mode of transport)
Fencing Fishing (outside coastal waters/ deep sea) – Sport/ Leisure Fishing only
Fly By Wire Glacier Walking
Kayaking (inland/coastal – grades 4-5) Kite Buggy/ Kite Surfing/ Kite Wing (land, water)
Land Surfing Marathons
Martial Arts - Judo/ Karate only (training only) Motorcycling (on road over 125cc) (Helmet must be worn) – No Motorcycle Touring
Mountain Biking (off road/ cross country) Outdoor endurance courses up to 8 miles
Outrigger canoeing (inland/ coastal waters) Quad Biking (Helmet must be worn)
Permitted Manual Work * Rock Climbing (outdoor/ traditional/ sport climbing/ bolted/ aid climbing) – No soloing
Roller Hockey Sailing (outside coastal waters)
Scuba Diving (up to 40 metres in depth) Shark Cage Diving
Spearfishing Trekking up to 4,500 metres
Triathlon to Middle Distance Via Ferrata
Volunteering Water Skiing/ Wakeboarding/ Wake Skating (No jumping)
White Water Rafting (grades 4-5) Zorbing
Extreme Adventure Pack
American Football Australian Rules Football (AFL)
Caving / Potholing (as part of a group, not ice; known routes only) Cycle Racing/ Time Trial
Cycling - BMX Flying (as pilot or passenger of a private light aircraft) - No Stunt/ Aerobatics or Commercial flying.
Gaelic Football Gliding
Horse Riding (Equestrian, Dressage, Show Jumping, Eventing) Motorcycling (on road over 125cc) (Helmet must be worn) – No Motorcycle Touring
Mountain Biking (using downhill trails and/or mechanical lifts) Outdoor endurance courses up to 13 miles
Rugby (League/ Union) Scuba Diving (up to 50 metres in depth)
Tandem Paragliding (1 flight) Trapeze/ High Wire
Trekking over 4,500 metres Water Skiing (Barefoot)

# Non Manual/Clerical World means professional, clerical or administrative work or working as a classroom teacher, classroom assistant, au pair, child-minder, bar and restaurant work.

* Permitted Manual World means general farm work and fruit picking. This includes driving tractors and other similar farm vehicles so long as you comply with any appropriate license requirements; doctor, nurse, midwife and care work (including medical elective trips but not dental elective); light building and DIY e.g. painting, decorating or basic construction work using light power tools only. Permitted Manual Work is not covered if it involves the use of plant/trade/industrial machinery, non-domestic power tools or working at a height of over 2 metres.

Please Note: The above list of activities is subject to the full policy terms and conditions which we suggest you read to ensure you are happy with the cover you elect to arrange.


Are you already travelling?

Can I take out this Insurance if I’m already abroad?

If you are normally a resident of the UK or an EEA Country and your insurance has run out, you may take out cover online with us for Single Trip policies. This is on the understanding that nothing has occurred at the time of taking out the cover which has led to a claim or may lead to a potential claim. Obviously, this insurance will not pay for your belongings if you’ve already lost them, medical bills if you’ve already incurred them or any other events known to exist at the time of arranging cover which might give rise to a subsequent claim. Note, purely as an anti-fraud measure, there is no cover in the first 48 hours after you’ve taken out your policy, except of course in the case where you suffer an injury as a result of an accident.

Please note if you are already travelling, you MUST select this option otherwise your Policy is not valid.

If I take out Insurance and get ill, where will I get repatriated to?

In the unlikely event of this happening, you will be repatriated back to your home country as long as the appropriate geographic premium has been paid and it has been agreed by the 24 hour Emergency Medical Assistance Service.

Please Note: The above FAQ’s are subject to the full policy terms and conditions which we suggest you read to ensure you are happy with the cover you elect to arrange.


Where do you normally live?

Please select one of the options of your Country of Permanent Residence. Please note we can only insure people who are permanent residents of the UK or another country in the EEA.

Your Country of Permanent Residence is the country where you:

  • Are a citizen or a legal permanent resident
  • Have access to medical care in that country through a National Health Insurance Scheme and/or private health insurance
  • Will be medically repatriated to for ongoing medical care if it’s necessary in the event you have a bad accident or becoming very ill on your trip
  • Have unrestricted and unconditional right of entry
  • Have a residential address

Note if you have recently been travelling, we do not have any minimum residency requirements. This means, for example, if you are a British Passport holder and have right of abode in the UK, we are not concerned as to how many months in the past year you have been in the UK provided at the time of arranging this insurance you fulfil all the requirements as set out above.


Choosing your date

When selecting a start date for Multi-Trip policies please note that cancellation cover for any trips will not commence until the start date you choose, therefore the start date of your policy should not be the start of your holiday unless no cancellation cover is required.


Note that for Single Trip policies, cancellation cover is in place from the date you purchase your policy.


Travellers Ages

Please enter your age that you are today. For infants aged under 1, please enter 0 as the age.


Travelling To Caution

Please select where you are travelling to.


Residence Caution

Please choose your country of residence.


Blank Age Caution

Please enter your age.


Min Age Zero Caution

Age cannot be zero.


Caution

Please note to enter any sort of financial contract the individual purchasing the insurance must be 18 years of age or older.

By continuing, you are confirming that you are a parent or legal guardian on behalf of the child to be insured.


Already travelling Caution

Please check already travelling checkbox.


Important Notice


We are able to offer travel insurance for you if you’ve left home and already travelling but only on the strict understanding that nothing has occurred yet which has led to a claim or may lead to a potential claim.

This means, for example, that if you have already lost an item of baggage, have already seen a medical professional or are feeling ill or have been injured and about to see a medical professional, then this policy will not pay for any part of any claim, and any claim attempted in such situations may be treated as fraud, which is a criminal offence.

There is a 48 hour waiting period before the insurance takes effect as an anti-fraud measure. However, in the event of an injury sustained in an accident which is verifiable, then you are covered from the date cover commenced.

Note there is no 14 day cooling off period when already travelling overseas so no refund of premium will be made in the event you cancel the policy.


Maximum duration Caution

Sorry, the maximum length of a policy you can have is limited to 366 days if you are 50 years or age or more. Please amend your End date to  in order to get a quote.

Please amend your end date accordingly, and remember it's always possible to extend cover with us even if you're still travelling at the end of this period.


Trip Type Maximum duration Caution

Sorry, the maximum length of a policy you can have is limited to 548 days (18 months). Please amend your End date to  in order to get a quote.

Please amend your end date accordingly, and remember it’s always possible to extend cover with us even if you’re still travelling at the end of this period.

Note: If you need 2 years cover, please change your destination to Worldwide including USA & Canada.


World Wide Trip Maximum duration Caution

Sorry, the maximum length of a policy you can have is limited to 731 days (24 months). Please amend your End date to  in order to get a quote.

Please amend your end date accordingly, and remember it’s always possible to extend cover with us even if you’re still travelling at the end of this period.


Maximum Advance Booking Caution

Sorry, you can only start a policy with a commencement date up to 364 days from today’s date, so please amend your start date.


Caution

Sorry, due to the fact that the majority of our insurances are for adventurous activities or for backpackers, the maximum age we are able to insure to is 65.

We therefore recommend you visit goodtogoinsurance.com, who are specialists in arranging travel insurance for persons aged over 65. You can go straight to their website by clicking here or you can telephone them on 0330 024 9949.


Start Date Caution

Please select the travelling start date.


End Date Caution

Please select the travelling end date.


Cookie Policy

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Regulatory Notice

enRegulatory

Please note that this website, all documentation and communication in relation to this policy is available in the English Language only.


Important Notice


We have detected that you are using a computer which doesn’t appear to be located in your Country of Permanent Residence.

Please be aware that you must choose the “Already Travelling” option on this page to ensure your policy is valid. Without the Already Travelling endorsement shown on your Policy, the policy is simply not valid and claims may be declined.

You may of course be purchasing this insurance for someone else, or you may be using a Corporate Internet routing through another country which we cannot detect, so if that is the case then please contact The True Traveller by telephone where one of our operators will be pleased to assist.


Start Date Caution

The start date of your insurance is in the past. Please correct the start date.