Travelling

Questions when you're travelling.

• I've lost my Insurance documents. How can I get my details?

  If you've mislaid your insurance documents, just log into My TT Policy where you’ll be able to see all your policies you've taken out with us, as well as download another copy of your Validation Certificate.

• 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.

  The only exception however to this is if you had to purchase a 2-year policy to satisfy Canadian Immigration requirements to have insurance for the whole duration of your stay. Please search "IEC" to read through the conditions pertaining to this.

• 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, and you can return home for as long as you like, and as many times as you like.

  However, do note 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 took out Travel Resumption cover when you originally arranged your policy with us.

• A close relative is very ill, and I must return home early.

  This is what is called curtailment, when you need to return home permanently due to the serious illness or passing of an immediate relative.

  To obtain the necessary authority for this scenario, visit the Claims page on our website and check the Curtailment Claims section for instructions. Essentially, if you're ending your trip, you can claim any unused tours, flights, or accommodation that are non-refundable. If you already have a flight ticket home, we will cover amendment fees or buy you a new ticket if the original ticket cannot be amended. Please note that if you don’t already have a return ticket, you cannot claim for one from your travel insurance as you would have had to purchase one eventually.

  If you are away for an extended period, such as on a working holiday, and wish to return home briefly to visit your relative or attend their funeral, you might prefer to buy your own ticket and make a "home visit." This approach won't affect the validity of your policy and avoids filing a Curtailment claim, which would end your policy.

  For any Curtailment claim, the patient's Doctor must complete the claim form, confirming that at the time you purchased the policy or travelled, the medical condition was unconnected with any reason for curtailment. If, however, there was a medical condition which could reasonably be expected to affect your travel plans, or they had been diagnosed them with a terminal condition, then any claim may fail.

  If you opted for the Travel Resumption option when you took out your policy and have a successful Curtailment claim, your policy will cover your flights back to recommence your trip and your return flight at the end of your policy duration. Your original policy will remain valid.

• 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/€900 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 good public service hospital in the area that we can move you to 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 any administration fees. 

• Do you cover missed flight connections?

  No, and we’re not aware of any insurance which does, and we’ll explain why. Airlines cover missed flight connections themselves, but only if your flights are on the same e-ticket. If your delivering airline is late, they must, under IATA regulations, liaise with the onward airline to get you on another flight. If this results in an extended delay, they also must provide refreshments and even hotel accommodation if necessary. If you use separate tickets, then you lose all rights to have any airline do anything to help you.

  Sometimes it does work out cheaper to use separate tickets, but if you do take this risk, ensure you book a minimum of 4 hours between flights, to try to mitigate any delays which may occur due to weather or mechanical breakdown.

  Note on our Traveller and Traveller Plus policies, we do cover Missed Departure, which is where you miss your flight from your home country, or your flight back home from your final destination, due to failure of public transport, bad weather, strike action etc. 

• Do you cover Mountaineering?

  We cover mountaineering up to a maximum altitude of 6,000M on our Ultimate Activity Pack. We define mountaineering as climbing mountains involving ice climbing, rock climbing and mixed climbing where you carry all your belongings with you at all times. Note we do not cover mountaineering without ropes, harnesses, or other protective equipment, climbing in remote or inaccessible regions, exploratory expeditions or new routes. For specialised mountaineering cover, for example to cover the summit of Everest, we suggest you approach the British Mountaineering Council for cover.

  Do not confuse mountaineering with trekking. If you can trek to the top of a mountain then that is fine, like Kilimanjaro in Tanzania, Mera or Island Peak in Nepal, you should choose Trekking cover from either the Adventure (to 4,600M) or Extreme Activity Pack (over 4,600M) depending on the altitude you’re trekking to.

• 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 moped 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 scooter. In Thailand, according to Sky News, 48 people get killed every day riding motorbikes; that’s almost 15,000 a year, which, to put into context, is ten 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!

  If you are riding pillion, please ensure that the driver of the vehicle has a full motorcycle driving licence, otherwise, you may well find yourself uninsured in the event of a claim.

  We only offer coverage for infrequent motorbike use. If you intend to use a motorbike as your main form of transport or plan to engage in motorcycle touring, we cannot provide coverage. Motorcycle touring refers to taking a lengthy trip on your motorcycle with your luggage for overnight stays. Due to a number of accidents that have led to life-altering injuries and the isolated nature of the “Ha Giang Loop,” which would take over 12 hours to reach a hospital, we are unable to provide coverage for this route, regardless of whether you are riding or a passenger.

  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 usually 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/€600 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 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?

  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/Phone 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 £500/€600 each (£850/€1000 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. Inter Partner Assistance are on the Cuban Government approved list.

• Do you cover Cycle Touring?

  No, unfortunately we can no longer cover Cycle Touring, which we define as where your bicycle is your main mode of transport over long distances. In 2019 we had a succession of very large claims where our customers were hit by motor vehicles and very badly injured, and continuing to cover cycle touring became commercially unviable, regardless of what premium was charged.

  We still cover, as standard, you for occasional use of cycles, if you rent one for a few days on your holiday, for example, or if you're partaking in an organised cycling holiday with a tour operator.

• How does the 21-day Winter Sports work?

  You’ll see you can take out unlimited Winter Sports, if you’re going to be in resort continually, or a 21-day option if you’re just going to be doing Winter Sports occasionally during the whole period of your policy. These 21-days can be taken consecutively or non-consecutively, and should you have a claim we will just check your electronic ski pass with the resort management to ensure you haven’t exceeded the 21-day limit. If you’re going to exceed the 21 days, just contact us and request to upgrade to the unlimited option. Note the premium you paid for the 21-day option will be deducted from the unlimited option, so you won’t be paying twice.  

• Why is there a QR Code on my Validation Certificate?

  We do print a QR Code onto all our Certificates with a “Scan to Authenticate” message next to it. Over the years, some people have amended the dates on Certificates to obtain medical treatment when their policies have expired, and some have been changed to prove other forms of insurance by third parties; once as a receipt for a rent deposit!

  If you scan the QR Code with your smartphone, it simply opens a page on our website stating if the insurance cover is live, has expired or has been cancelled.

  You don’t need to scan it to confirm or validate your insurance.

• What documents do I need to show to Canadian Immigration for the IEC?

  If you’re on the IEC Work Permit scheme for Canada, you may be asked by the CBSA Officer on arrival for proof of insurance. We suggest you print out your Validation Certificate as well as Page 3 of the Policy Document, which shows the cover levels.

  We issue thousands of policies for IEC participants every year, so there’s a good chance the CBSA Officer is familiar with our documentation.

  Do note your insurance must be valid for your intended length of stay in Canada. For UK, Irish, French and Portuguese applicants, it’s 24 months, and for everyone else it’s 12 months. If you provide insurance for a duration of less than this, then your work permit may be issued for the length of your insurance, and you will not be able to extend it. See this Canada.ca page for more information.

  From 2024, UK applicants can have a further 1-year permit, on top of the 2 years, and these can run consecutively. Note however it's not a 3-year permit, so 3 years of insurance is not required from the beginning. You can start with 2 years, and upon a successful application for the further year, you can take out an extension policy.

• Do you cover freestyle skiing or snowboarding?

  Like most insurers, we cover conventional skiing/snowboarding only. There is no cover for any freestyle skiing, jumping, ski-flying or acrobatics, as the claims experience on these activities is very high.

  You can ski in a Terrain Park, and use a rail, mailbox, tabletop, kink etc., (list goes on) without ever leaving the ground/feature. The rail (for beginners) for example, is a flat surface, which you can mount via the man-made snow ramp and dismount the other end using a same man-made snow ramp.

  Not many people need freestyle ski cover anyway, but one specialist insurer who will cover you, for UK residents, is the Ski Club of Great Britain. Do note the premiums they charge do reflect the risk!

• What happens if an airline cancels my scheduled flight?

  If an airline cancels your scheduled flight, this isn’t something which you can claim for on travel insurance as the airlines, by law, must handle this correctly, by either offering you a different flight at no extra expense to you, or refunding you in full. If they offered you a refund and you accepted it, then, as far as the airline is concerned, that is the end of the matter.

  You can read up more on the ADR website.

  Do note some “low cost” airlines may refuse to book you on another airline, but they must refund you or put you on another of their own flights at no extra cost.

• Do you cover cancelled flights within Nepal?

  Due to frequent poor weather, insurance doesn't normally cover missed departures or connections on charter services within Nepal. However, if you allow 3 days in Kathmandu (4 days in June, July and August) at the end of your trek to ensure you catch your onward flight, claims for the helicopter upgrade costs will be considered for Traveller and Traveller Plus policies. During monsoon season, half of all flights from Lukla are cancelled!

  
  New taxes introduced in 2023 have increased the cost of a helicopter from Lukla to Kathmandu to at least $500. Therefore, having extra time at the end of your trip is highly recommended.

• What's the link to get the discount off Airalo eSims?

  If you want 20% off any top up you may need for your Airalo eSim, use this link! You can also use the code TRUE if buying from the Airalo app on your phone.

• I've come back early from Canada. Can I get a partial refund on my 2-year policy?

  On the IEC scheme, participants from the United Kingdom, Ireland, France and Portugal are required to have health insurance for 2 years on arrival, to ensure that their work permit is issued for 2 years.

  There are some situations where people may not like Canada and want to come back home, or need to come back home for a reason which may not be covered by an insurance claim.

  If you’re going to carry on travelling to Asia, Australia or South America, your insurance will remain valid, but if you must come home, we have special permission by the insurer to partially refund your insurance premium if you have been away for under 12 months, haven’t made any claims and didn’t take out your policy whilst already travelling, subject to the following:

  • You must email us a copy of your e-ticket home, as well as a copy of your Work Permit, which we may arrange to have cancelled.
  • You will be charged for the time utilized on your policy, calculated from the date you advise us that you would like your policy cancelled. For example, if your policy is cancelled after 5 months, we will apply the premium for 5 months, and then refund you the balance of your premium. So, note that the refund is not calculated on a pro-rata basis. You can just re-quote for the time you have spent away to work out the refund for yourself.
  • If you paid any additional premium to cover pre-existing medical conditions, that part of the premium cannot be refunded.
  • No administration fees will be applied.

  We’ve arranged tens of thousands of travellers’ insurances for their journey to Canada over the past 14 years, and an astonishing number of them go on to get Canadian residency. The chances of you wanting to come home early are small, but if you must come home, you will only pay for the insurance you used; nothing more.