Policy Changes
Please see below a list of changes we have made to our policies, which may affect returning customers when buying future policies.
March 2023 Changes
This details the main changes to the updated policy wording from 1st March 2024. It does not contain a record of every amendment or those made to individual client policies. Please ensure that you read in full any documentation provided in conjunction with the updated policy wording to determine the full terms, conditions, limitations and exclusions of the policy cover.
IPID changes
Under the restrictions of cover section, an addition has been made:
- There is no cover for pregnancy or medical conditions arising from pregnancy if you will be more than 28 weeks pregnant at the time your trip is due to start (or 24 weeks for multiple births). You can make a claim under ‘cancelling your trip’ provided you purchase this policy/booked a trip before you were aware you would not be able to travel
Under the what’s insured section, an addition has been made:
- Trip disruption during your trip - Additional transport costs outside of the UK
Policy wording changes
Under the policy information section, there has been a new definition added as below:
- TRAVELLING COMPANIONS NOT INSURED WITH US - This policy does not cover any costs or expenses for a person not insured by this policy. For example, if you pay for someone else’s accommodation and have to cancel the trip. You won’t be able to claim for ‘the person who you are travelling with’ accommodation costs.
Under the general definitions section, an addition has been added to the list detailing when trip cover will cease:
- ‘.. or if we require you to return home early for medical reasons.’
Under the cancelling your trip section, the cancellation terms in regards to pregnancy have been updated:
- ‘…The booked return date must be after you will be 28 weeks pregnant (24 weeks for multiple births).’
Under the cutting short your trip section – If you have to cut short your trip, an addition has been made to additional costs to return home early:
- In the event that we are medically repatriating you and you have no pre-booked and paid return trip, the cost of the economy flight(s) will be deducted from your claim.
Under the emergency medical expenses and medical repatriation section – If you need emergency medical treatment abroad & If you need to be brought home, an addition has been made to medical repatriation:
- In the event that we are medically repatriating you and you have no pre-booked and paid return trip, the cost of the economy flight(s) will be deducted from your claim.
Under the money and travel documents section, there is no cover for:
- Losses arising due to debit or credit card fraud or any unauthorised use of such cards.
Extension changes
Large Scale Events extension
Under the policy extension information there has been a new definition added as below:
- TRAVELLING COMPANIONS NOT INSURED WITH US - This policy does not cover any costs or expenses for a person not insured by this policy. For example, if you pay for someone else’s accommodation and have to cancel the trip. You won’t be able to claim for ‘the person who you are travelling with’ accommodation costs.
Under the delay and abandonment section – If you are delayed:
- The delay benefit is now applied for your whole trip and not each time you are delayed. Customers will be able to claim for cancelled departure or additional transport costs, but not both. For detailed terms of each section, refer to the wording.
Under the delay and abandonment section – If you decide to abandon your travel plans:
- If you are on the outward leg of your journey (to your pre-booked final destination) from the UK and delayed by at least 12 hours due to one of the reasons listed, you can claim for unused travel and accommodation costs.
Under the delay and abandonment section – cutting your trip short, an addition has been made to additional costs to return home early:
- In the event that we are medically repatriating you and you have no pre-booked and paid return trip, the cost of the economy flight(s) will be deducted from your claim.
Covid-19 extension
Under the policy extension information there has been a new definition added as below:
- TRAVELLING COMPANIONS NOT INSURED WITH US - This policy does not cover any costs or expenses for a person not insured by this policy. For example, if you pay for someone else’s accommodation and have to cancel the trip. You won’t be able to claim for ‘the person who you are travelling with’ accommodation costs.
Under the delay and abandonment section – cutting your trip short, an addition has been made to additional costs to return home early:
- In the event that we are medically repatriating you and you have no pre-booked and paid return trip, the cost of the economy flight(s) will be deducted from your claim.
Gadget extension
Under the policy extension information there has been a new definition added as below:
- TRAVELLING COMPANIONS NOT INSURED WITH US - This policy does not cover any costs or expenses for a person not insured by this policy.
Cruise extension
Under the policy extension information there has been a new definition added as below:
- TRAVELLING COMPANIONS NOT INSURED WITH US - This policy does not cover any costs or expenses for a person not insured by this policy.
Golf extension
Under the policy extension information there has been a new definition added as below:
- TRAVELLING COMPANIONS NOT INSURED WITH US - This policy does not cover any costs or expenses for a person not insured by this policy.
December 2023 Changes
This details the main changes to the updated policy wording from 19th December 2023. It does not contain a record of every amendment or those made to individual client policies. Please ensure that you read in full any documentation provided in conjunction with the updated policy wording to determine the full terms, conditions, limitations and exclusions of the policy cover.
IPID changes
Under the what is insured section the following change has been made:
- There is no longer any cover for End Supplier Failure
Under the medical section of the policy there has been a change made to the hospital benefit as below:
- A customer no longer has to be admitted to a public facility. Both private and public admittances will be considered.
- There has been a removal of accommodation confinement benefit
Policy wording changes
Under the medical section of the policy there has been a change made to the hospital benefit as below:
- A customer no longer has to be admitted to a public facility. Both private and public admittances will be considered.
- There has been a removal of accommodation confinement benefit
There is no longer any cover for End Supplier Failure. Therefore, changes have been made to the following sections of the policy:
- Your pre-travel policy – trip disruption before you travel section
- Your travel policy – trip disruption during your trip section
- Making a complaint section
March 2022 Changes
All Alpha Travel Insurance policies issued/sold on and after the 1st March 2022 will be Insured by Collinson Insurance. Collinson Insurance is a trading name of Astrenska Insurance Limited who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Their Financial Services Register Number is 202846. These details can be checked on the Financial Services Register at: www.fca.org.uk
End Supplier Sections of Cover Only
If the policy you choose has End Supplier Cover included, these sections of cover are provided by International Passenger Protection Limited, IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR, United Kingdom and is underwritten by Liberty Mutual Insurance Europe SE (The Insurer). The Insurer is authorised and regulated by the Luxembourg Minister of Finance and the Commissariat aux Assurances. Deemed authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority (registered number 829959). Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website www.fca.org.uk
Policy and Product Updates
Please tell us as soon as you are aware that your policy does not meet your needs. If you cancel within 14 days of the receipt of your documentation. If you have not started a trip, made a claim, or intend to make a claim, we will give you a full refund. If you cancel outside of the 14-day cooling-off period, no premium will be refunded.
However, discretion may be exercised in exceptional circumstances to provide a refund for unused cover, those exceptional circumstances being bereavement or an unexpected change to your policy resulting in us being unable to continue covering you. The unused premium will be calculated on a sliding scale basis as follows:
Refund scale outside the 14-day cooling off period for exceptional circumstances only
Single Trip Policies Before Travel
75% refund
No refund can be given once a trip has started.
Annual Multi Trip Policies
| Number of months policy was live before cancellation | % Refund |
| 1 month | 75% |
| 2 months | 60% |
| 3 months | 50% |
| 4 months | 40% |
| 5 months | 30% |
| 6 months | 25% |
| 7 months | 20% |
| 8 months | 15% |
| 9 months | 10% |
| 10 months | 5% |
| 11 months | 0% |
| 12 months | 0% |
Policy Extensions Available
The following upgrades are available to be purchased for an additional premium:
- Cruise Extension (Single Trip and Multi Trip Policies Only)
- Golf Extension
- COVID-19 Extension
- Large Scale Events Extension
Depreciation/Wear and Tear Scale for Personal Belongings
| Age of Property | Clothing and Personal Effects | Jewellery | Electronic Equipment | Cosmetics, Toiletries & Perfumes | Gadgets | Winter Sports and Golf Equipment |
| 0-1 Month | 0% | 0% | 0% | 50% | 0% | 5% |
| 1-6 Months | 5% | 0% | 5% | 50% | 5% | 10% |
| 6-12 Months | 10% | 0% | 10% | 50% | 10% | 15% |
| 1-2 Years | 15% | 5% | 20% | 60% | 20% | 35% |
| 2-3 Years | 20% | 10% | 30% | 70% | 30% | 55% |
| 3-4 Years | 25% | 15% | 40% | 80% | 40% | 70% |
| 4-5 Years | 30% | 20% | 50% | 90% | 50% | 80% |
| 6 Years + | 40% | 25% | 60% | 95% | 60% | 100% |
Gadget Cover
With the new insurer comes a new approach to gadget cover. Please see cover grids and policy wordings for more information.
Previously the gadget cover was on a ‘repair’ cover concept, whereas now the cover will simply pay out for the cost of a replacement item up to the limit on the policy much like the other personal possession sections of cover.
There is no longer cover available for the cost of Unauthorised Calls and Data Download.
Gadget Claims will now be handled by the Insurer in the same way that all other claims will be.
Gadget Definition Update
Gadget are now defined as:
Mobile/smart phones, tablets, laptops, computers, smart watches, games consoles (including handheld consoles), wearable activity trackers, including any accessory items, and drones.
Sports and Activities
As of launch, we will be changing the way we approach activities and activity packs. The new insurer has given us a new standard list of activities which don’t require any additional premium to be covered.
The standard list is much larger than it was before and covers many more high-risk activities such as sky diving!
This will apply to all standard Single Trip, Multi Trip and Backpacker Longstay Policies.
The Winter Sports schemes will have the same activities covered as standard but with the addition of a long list of winter activities included as well.
Please find the new list of activities here: https://www.alphatravelinsurance.co.uk/activity-packs/
Specific Section Updates
Cancelling Your Trip – If you are unable to go on your trip
Cover being added:
- If a medical practitioner advises against travel due to your or your travelling companions underlying health conditions, including pregnancy.
- If you discover that you or your travelling companion are pregnant after the date you bought this policy or after the date the trip was booked (whichever you did last). The booked return date must be within 12 weeks, (16 weeks for a multiple birth), of the expected date of delivery.
- If your travel documents are stolen within 7 days of the start of your trip, and you are unable to replace them before departure.
- If you are confirmed unable to participate in a pre-planned and pre-paid activity by a medical practitioner, provided the activity is the main purpose of your trip.
Policy Extensions Available on this section:
- COVID-19 Extension
- Large Scale Events Extension
Cover being removed:
- If there is a change in FCDO advice due to fire, earthquake, storm, flood, riot or civil unrest.
- If you, anyone insured on this policy, or a household member had to isolate at home due to Covid-19.
Delay and Abandonment – If you are delayed and If you decide to abandon your trip
Cover being added:
Delays and abandonment caused by:
- Industrial action.
- Bad weather not including anything listed as a natural catastrophe.
- Technical fault of transportation including bird strikes.
- Shortage of crew.
Delays will now be covered on the outbound and inbound leg on your trip.
Policy Extensions Available on this section:
- COVID-19 Extension
- Large Scale Events Extension
Cover being removed:
- Previously we did not have specified reasons for delay.
- No cover available for UK trips.
Missed Departure from the UK – If you miss your departure
Cover being added:
Missed Departure from the UK caused by:
- Delay or cancellation of public transport due to:
- Industrial action
- Bad weather not including anything listed as a natural catastrophe
- Technical fault of transportation including bird strikes
- Shortage of crew
- The vehicle you are travelling in is involved in an accident, breaks down, is delayed by an incident that causes traffic jams or road closures.
- The flight you are travelling on is
Policy Extensions Available on this section:
- COVID-19 Extension
- Large Scale Events Extension
Cover being removed:
- Missed departure caused by closure of airspace.
Missed Departure Outside the UK – If you miss your departure and If you miss your connection
Cover being added:
Missed Departure and Missed Connection Outside the UK caused by:
- Delay or cancellation of public transport due to:
- Industrial action
- Bad weather not including anything listed as a natural catastrophe
- Mechanical fault of transportation including bird strikes
- Shortage of crew
- The vehicle you are travelling in is involved in an accident, breaks down, is delayed by an incident that causes traffic jams or road closures.
- Your flight being diverted.
- Travel documents are lost or stolen whilst you are outside the UK.
We now also be able to cover you for the costs of essential prescription medication when your supply runs out under this section.
Policy Extensions Available on this section:
- COVID-19 Extension
- Large Scale Events Extension
Cover being removed:
- Missed departure and connection caused by closure of airspace.
Substitute Accommodation – If a major incident happens while you are away
Cover being added:
This section covers additional accommodation costs if you are forced to move from your pre-booked accommodation and into an alternative at the same destination. Your original accommodation must be uninhabitable for a reason listed below for at least 24 hours. We will pay up to the sum insured for the same standard of accommodation as you originally booked when your travel provider does not supply an alternative.
- An outbreak of food poisoning at your accommodation that forces it to close.
- Fire or storm damage (not listed as a natural catastrophe).
- The following key services not being provided at your booked accommodation; electricity, water (including no hot water), insufficient hotel staff available due to industrial action.
Cover is also provided for the emergency replenishment of prescription medication, up to a maximum of £150, if you are unable to access your prescription medication due to a problem with your trip accommodation.
Policy Extensions Available on this section:
- COVID-19 Extension
- Large Scale Events Extension
Cutting Short Your Trip – If you have to cut short your trip
Cover being added:
Cover in the event of death, injury, or serious illness of:
- A travelling companions close relative
- Someone you are staying with
Cover in the event of a positive diagnosis of COVID-19, the death or hospitalisation of:
- A travelling companion
- Someone you are staying with
Policy Extensions Available on this section:
- COVID-19 Extension
- Large Scale Events Extension
Cover being removed:
- If there is a change in FCDO advice due to fire, earthquake, storm, flood, riot or civil unrest.
Money and Travel Documents – If your cash is lost or stolen
Cover being removed:
We are no longer able to cover the cost of lost or stolen event tickets
How To Make A Claim and 24-Hour Emergency Medical Assistance
First, check your policy certificate and the appropriate section of your policy wording to make sure that what you are claiming for is covered. You can set up a claim online or by telephone, you must ensure that you have all relevant documents and any receipts, please see claims evidence below.
All claims must be submitted within 60 days of your return from your trip. You must assist us in providing all requested information, including completing any requested forms, or you may experience a delay in the processing of your claim. When claims settlements are made by BACS (Bank Automatic Clearing System) or other electronic banking system method, you will be responsible for supplying us with the correct bank account details and your full authority for us to remit monies directly to that account. Provided that payment is remitted to the bank account designated by you, we shall have no further liability or responsibility in respect of such payment, and it shall be your sole responsibility to make collection of any misdirected payment in the event of incorrect details having been provided to us.
Claims & assistance services are administered by Collinson Insurance Services Ltd.
24-hour Emergency Medical Assistance
You must contact the medical emergency service once you know you will be in a medical facility for at least 24 hours
How To Make A Complaint
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MAKING A COMPLAINT
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If your complaint relates to the sales literature, the way in which your policy was sold to you, the Medical Screening Service or regarding information about your policy, please contact:
Complaints Manager
Alpha Travel Insurance Complaints
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY
Email: complaints@tifgroup.co.uk
Telephone: 0333 005 1082
Open: 9am – 5pm Monday – Friday
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If your complaint relates to a claim, or assistance you received whilst travelling, please contact:
Quality Department
Collinson Insurance Services Limited
Sussex House
Perrymount Road
Haywards Heath
West Sussex
RH16 1DN
Email: Complaints@collinsoninsurance.com
Telephone: 0333 333 9702
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If your complaint relates to the end supplier sections of cover or claims, please contact:
End Supplier Complaints (IPP)
Compliance Officer
Liberty Mutual Insurance Europe SE, 20 Fenchurch Street, London, EC3M 3AW.
Email: complaints@libertyglobalgroup.com
Telephone: +44 (0)203 758 0840
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Our promise of service – We will aim to provide you with a full response within 4 weeks of the date we receive your complaint, and our response will be our final decision based on the evidence presented. If for any reason there is a delay in completing our investigations, we will explain why and tell you when we hope to reach a decision. In any event, should you remain dissatisfied or fail to receive a final answer within 8 weeks of us receiving your complaint, you may have the right to refer your complaint to an independent authority for consideration. That authority is:
Financial Ombudsman Service (FOS)
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Email: complaints.info@financial-ombudsman.org.uk
Telephone: (Landline) 0800 0234 567 or (Mobile) 0300 1239 123
More information can be found on their website – www.financial-ombudsman.org.uk. Please note that if you wish to refer this matter to the FOS you must do so within 6 months of our final decision. You must have completed the above procedure before the FOS will consider your case. Your legal rights are not affected.
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July 2021 Changes
From 8th July 2021 the main insurer of our travel insurance products has changed from Union Reiseversicherung AG (URV) to White Horse Insurance Ireland dac . Our cover and prices have not been affected by this change. More information can be found here.
November 2020 Changes
From 12th November 2020, our Alpha Winter Sports and Longstay policies include enhanced cover for COVID-19. Click here for more details.
From 1st November 2020, our Alpha 75, Alpha 100, Alpha 150 and Alpha 175 Single and Multi Trip (non Wintersports) policies include enhanced cover for COVID-19. Click here for more details.
September 2020 Changes
From 24th September 2020 our Staycation Plus Single and Multi Trip policies include enhanced cover for COVID-19 - click here for more details.
August 2020 Changes
From 12th August 2020 our Alpha 50 and Alpha Zero Single and Multi Trip (Non-Winter) policies provide:
- Cancellation cover if you are anyone named on the policy test positive for Coronavirus up to 14 days prior to travelling.
- Denied boarding cover if you and anyone named on the policy are prevented entry at the airport on your inbound flight due to showing symptoms of COVID-19 .
- Plus much more - click here for more details.
March 2020 Changes
From 13th March 2020, there is no cover under our policies for:
- Cancellation, abandonment or curtailment claims if the Foreign, Commonwealth & Development Office (FCDO) advises you not to travel, for example where the FCDO advise against all but essential travel to an area affected by Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2) or any mutation of Coronavirus, COVID-19 or SARs-COV-2.
- Any claims as a result of Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any mutation of Coronavirus, COVID-19 or SARs-COV-2 or any pandemic or fear or threat of any the above. Except for Section B** Emergency Medical Expenses. This will only apply if you did not travel against the published advice of the FCDO, any local government, local authority or WHO.
November 2019 Changes
- Cancelling your policy, Multi Trip policies, this has been changed from refunding 5% of the total premium paid for each full calendar month remaining on the policy from the date of cancellation, to refunding 1/12th of the total premium paid (including any additional premium charged for an existing medical condition) you have paid for each full calendar month remaining on the policy.
- ‘What to do in a medical emergency’ section has been updated and renamed as ‘What you should do if you need out-patient treatment or treatment for a minor injury or illness, and What to do if you have a medical emergency when you are away’.
- ‘If you are unable to go on your trip’ section now includes cover as a result of Foreign, Commonwealth & Development Office advising against all but essential travel within a 30-mile radius of your trip destination. This is a new addition to our policy!
- ‘If your travel plans are disrupted’ section has been renamed as ‘Trip Disruption’ and has been separated out to different sections, shown as:
– If you are delayed.
– If you miss your departure or onward connection. Missed connection is a new addition to our policy!
– If you decide to abandon your travel plans.
– If your scheduled airline fails while you are away.
- ‘If you need emergency medical attention’ and ‘If you need to come home early’ sections, have been combined and renamed as ‘Medical & Curtailment’ with sections shown as:
– If you need emergency medical treatment abroad.
– If you need to replace your prescribed medication.
– If you need to be brought home.
– If you are buried or cremated abroad.
– If you are admitted to a public hospital.
– If you are taken ill or injured in your home country.
– If you have to cut your trip short.
- ‘If your possessions are lost, stolen, damaged or delayed’, and ‘If your cash or passport is lost or stolen on your trip’ sections have been combined and renamed ‘Possessions’ with sections now shown as:
– If your checked-in baggage is delayed
– If your valuables are lost, stolen or accidentally damaged. This is a new section!
– If your other possessions are lost, stolen or accidentally damaged.
– If your cash, or event tickets are lost or stolen. Cover for event tickets is a new addition to our policy!
– If you need emergency travel documents.
- ‘Personal liability’, ‘Accidental death and disability benefit’, and ‘If you need legal advice’ sections have been combined and renamed as ‘Legal and Personal Accident’, with sections shown as:
– If you need legal advice
– If you are killed, injured or disabled following an accident
– If you are held legally liable for injury or damage
Mexico Region Change:
With effect from 14th November 2019, Mexico was updated as a destination to be grouped into the same rating as USA, Canada and the Caribbean.
Gadget Extension:
For all new policies purchased which included the optional gadget cover, the underwriter of this section changed to Union Reiseversicherung AG with claims being assessed by Taurus Insurance Services.
November 2018 Changes
- The amount of cover for 'If you are not able to go on your trip' and 'If you choose to cancel after a 24 hour delay' is now £1,250 per person.
- Cover for Laptops has been removed from the Personal Possessions section of the policy and will now be covered under the Gadget Extension.
- If you need legal advice - We have changed our approved legal representatives to Penningtons Manches LLP.
- If you need emergency medical attention - Within the BE AWARE we have inserted an additional bullet as follows ‘additional flights which exceed the standard of that originally booked unless medically necessary and agreed with Emergency Assistance Facilities'
- If your possessions are delayed by 12/24 hours - We have amended the wording in the ‘Cover available up to’ for delayed possessions for clarification purposes. The wording currently says ‘£XX per 12/24hrs up to a maximum of £XXX’. We will be changing this to ‘Up to £XX per 12/24hrs up to a maximum of £XXX’. By doing this we are making it clearer to the customer that they need to purchase items to get this benefit and that it is not a compensation figure.
- Data Protection Act – Personal Information - Following on from the new GDPR rules, we have updated our Data Protection section to implement Travel Insurance Facilities plc agreed wording.
- Disclosure of medical conditions - The following changes have been applied to this section: - We have tweaked some of the questions in the flow chart under the section ‘Have you or anyone insured under this policy ever been diagnosed or received treatment for:’ We have also added a new question which is ‘Any type of irritable bowel disease?’ We have included this question to ensure that when a medical declaration is completed, we are capturing as much information as possible to ensure customers are covered against potential issues which could arise whilst travelling. This specific question has seen a trend where gastric conditions are becoming a lot more common, therefore we want to make sure the customers, and ourselves, are covered against this.
- Disclosure of medical conditions - The following changes have been applied to this section: - We have also amended the ‘When your two policies start and end’ box on the right-hand side of the page. We are replacing the sentence ‘Alternatively cover will cease upon expiration of your policy, whichever is the first’ with ‘Cancellation cover will cease when you start your trip, or upon expiration of your policy, whichever is first’. We have made this change to clarify to the customer that they are covered for cancellation up until the expiry of the policy on an Annual Multi-Trip policy.
- How your policies work - We have added some additional information to the ‘Your Excess’ section of this page. The sentence will now read as follows ‘Your policy carries an excess and this is the amount you have to contribute towards each claim. All excesses shown for this policy are per section and are payable by each insured-person, for each incident giving rise to a separate claim. Your excess may be increased to include existing medical conditions (including anything directly or indirectly related to that condition) confirmed in writing by us. The increase excess will apply to all persons insured on the policy whose claim has been caused by the declared medical condition.’ The wording underlined has been included to provide clarity to the customer about when the excess will be applicable to a claim.
- Definitions - We are removing the final sentence ‘Both during the period of cover’ from the ‘Trip’ definition. This is to be clearer and more transparent to the customer that they are covered for cancellation up until the expiry of the policy on an Annual Multi-Trip policy. This works alongside the disclosure of medical definitions change we mentioned earlier.
- Conditions and Exclusions - We have added a new bullet to advise that ‘If you choose not to adhere to medical advice given any claims related to this will not be paid’.
- Activity packs - The following changes have been applied to this section: 1) We are changing the ‘High Diving’ activity to read ‘High Diving – indoor/outdoor swimming pools only’. 2) We are adding limits to the amount of ‘Sky Dives’ that can take place within the policy period. These will now be displayed as ‘Tandem Skydive (maximum of 2 jumps per trip) and ‘Solo Skydive (maximum of 1 jump per trip)’.
- If you need to claim - We have added a new bullet point to advise that ‘We will pay a maximum of £80 for medical records/completion of a medical certificate’.
- Complaints Section - We have amended the title of ‘Quality and Improvements Manager’ to ‘Customer Insights Manager’.
August 2017 Changes
- Alpha 60 scheme has been replaced by the Alpha 75, so a £60 excess is now not available. The closest options are the £50 excess Alpha 50, and the £75 excess Alpha 75. All other cover levels remain the same.
August 2016 Changes
Policy A – Pre-Travel Policy
- Cancellation of pre-paid excursions booked in the UK – Following the addition of the clarification bullet point confirming that we will cover cancellation of pre-paid excursions booked in the UK in the last raft of changes in April 2016 we have moved to clarify that we mean any pre-paid excursions booked by you before you go on your trip. The previous wording caused some confusion so this has been done for clarification purposes.
Policy B – Travel Policy
- If you need emergency medical attention – BE AWARE wording – Under the first bullet point after “anything mentioned in the conditions and exclusions (Page 12)” we have reworded the bracketed wording that follows. This is to clarify that the exclusion is specifically in relation to non-declared existing medical conditions.
- If you need to come home early – BE AWARE wording – We have reworded the bold wording after BE AWARE. The previous wording contradicted itself in the “If you need to claim” section it advised to contact the claims department to see if the circumstances would be covered, whereas in the BE AWARE section it advised to make your own arrangements. We have removed the telephone number and reworded the BE AWARE section for clarity purposes.
- Personal Accident – For clarity purposes we have included wording stating “whilst on your trip” in both the summary and the schedule.
- Missed connection extension – When applicable, we have amended the wording in the “If you need to claim” column to advise that “You will need to provide any additional, relevant and appropriate information or documentation requested by the claims handlers”. Previously we stated that it was any additional information, which was ambiguous.
Miscellaneous
- Use of British Forces Posted Overseas – This inclusion in relation to residency has been reflected throughout the document following queries. Policyholders who fall within this category have always been covered, although until now this has never been clarified in our wordings.
- Criteria for purchase – We have included the clarification that, when purchasing a policy, the policyholder “must be travelling with the intention to return to the United Kingdom, Channel Islands or BFPO within the trip dates unless an extension has been agreed with us and we have confirmed in writing.”
- Your Important Contact Numbers – We have added the emergency number of 112 whilst in the EU.
- Disclosure of your medical conditions – When your two policies start and end – The previous explanation of how policy B worked contradicted our definition of a trip. We have now reworded to say “The cover under policy B starts when you commence your trip and ends when you complete your trip. Alternatively cover will cease upon expiration of your policy, whichever is the first.
- How your policies work – Pregnancy – Confusion has arisen with customers with exactly when the cover no longer applies to include emergency medical expenses. Following that feedback we have moved to clarify that week 28 is “inclusive”.
- How your policies work – Medical cover – The wording has been reworded as in previous versions it seemed to suggest that the policyholder needed to declare the existing medical condition to Travel Administration Facilities and then to go and see the doctor to see if it is safe to travel. Whereas it should have been the other way round, with the importance being on seeing the doctor in the first instance before contacting Travel Administration Facilities.
- Definitions – The following definitions have been included or amended where relevant:
– Beach Swimming – New
– BFPO – British Forces Posted Overseas – New
– Business Equipment – New.
– Close Relative – Updated to include Foster-child, Daughter-in-law, Son-in-law, Brother-in-law, Sister-in-law, Step-child, Step-brother, Step-sister, Aunt and Uncle.
– Cruise – The definition has been reworded for clarity purposes – Updated.
– Domestic Flights – New.
– Family – New.
– Home Country – removed “country of nationality” as it caused confusion throughout the document – Updated.
– Off Piste – New.
– On Piste – Updated.
– Open Water Swimming – New.
– Public transport – Previously included “Internal flights” within this definition which was confusing. Have replaced with “Domestic Flights” – Updated.
- Conditions and exclusions applying to your policies
– Activity packs There is an exclusion in this section around participation in any sports and activities unless the appropriate additional premium has been paid. This was incorrect in the previous wording as it covered all activity packs, whereas activity pack 1 is included as standard. Amended the wording to highlight this only applies to activity packs 2-8.
- Activity packs – Definition of non-leisure activities – To clarify the winter sports cover we have amended the bracketed wording in bold at in the top text box to say as follows “(with the exception of winter sports, whereby you can opt to have specific winter sporting activities included, which will be covered for the entire duration of your trip)”. To clarify what we mean by non-leisure activities we have revised the wording to “(examples of non-leisure purposes include professional / semi-professional / paid / sponsored racing, timed events…..” Removed “Non-incidental” as not clear for customers. Have inserted new wording as follows – “The activities are covered on the basis that your chosen activity is not the sole purpose of your trip”.
- Activity packs – The following has been updated in some activity packs for clarity purposes:
– Cycling – Activity Pack 1 – have included altitude limit of 1,000m
– Speed Trials / Time Trials – Have added bracketed wording to state “(Amateur – organised, not public roads)” as previous version did not include this and as such contradicted the definition of non-leisure purposes.
- Data Protection wording – We have included Data Protection wording on the final page of the documentation explaining what Travel Insurance Facilities does with the personal information obtained.
April 2016 Changes
Policy A – Pre-Travel Policy
- Cancellation of pre-paid excursions booked in the UK – We have added in a clarification bullet point confirming that we will cover cancellation of pre-paid excursions booked in the UK.
Policy B – Travel Policy
- If your travel plans are disrupted – cancellation of your trip – Previous wording advised that we will pay up to a certain value if after 24 hours delay at the airport of your outbound journey from your home country you abandon the trip. Our definition of home country includes outside of the UK which was not correct for the purposes of this point. As such we have “home country” with “UK”.
- Age Limit within Accidental Death and Disability – Increased minimum age limit from 16 to 18. The reason for this change is to reflect that a child cannot leave education in one form or another until 18 (httpss://www.gov.uk/know-when-you-can-leave-school). In conjunction with the confirmation that someone of the age of 18 or above can enter a legal contract (https://www.netlawman.co.uk/ia/entering-contract-minor).
- Inclusion of the need for a Police report – Included wording throughout the document advising that a written Police report will be required when submitting a claim for loss of possessions.
- Clarification of missed port benefit on Cruise cover – Where Cruise cover is relevant and there is a missed port benefit we previously did not include a “per port” breakdown. This has now been included for clarification purposes.
- Additional Accommodation – Added wording within the “If you need emergency medical treatment” section for additional accommodation confirming that “Where our Emergency Assistance Facilities colleagues are arranging the booking it will be 3* standard where available”.
- Cancellation of pre-paid excursions booked in the UK – We have added in a clarification bullet point confirming that we will cover cancellation of pre-paid excursions booked in the UK.
- Winter sports extension – Where Winter sports extension is relevant we have expanded on the hemisphere dates to include date ranges for both Northern and Southern hemisphere dates, as well as clarification on the height limitations.
Miscellaneous
- Your contribution – Following a review we have changed all use of the word “contribution” to “excess”. We made this change as people will be more familiar with the word “excess” when looking into insurance, so will provide clarity and familiarity moving forward.
- Travellers Health Check – Following re-branding within TIF this is now known as Travel Administration Facilities.
- Telephone Numbers – All telephone numbers have been migrated from the old 01732 / 0845 / 0203 numbers to our new 0333 numbers.
- Registered Address / Contact Address – Travel Insurance Facilities address amended throughout to 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY.
- Material Fact – All references to “Material Fact” amended to “Relevant Information” for clarity purposes.
- Definitions – The following definitions have been included when relevant:
– Cruise
– Emergency Treatment
– Offshore and Inshore
– Travelling Companion
– Business Samples
– Connecting Flights
– Off-Piste
– Back Country
- Definition of close relative revision – Previous definition advises that the policyholder must have been with a spouse or partner for a minimum of 6 months, however, later the definition advised fiancée is covered. Because a person can be engaged in less than 6 months this definition was contradictory. As a result the definition has been revised to remove the time limit but to advise the policyholder must be living with the spouse or partner.
- Pre-existing medical condition – It has become apparent that on previous versions there was a contradiction in terms of how far back declaration of a pre-existing condition must go. Under the Disclosure of Your Medical Conditions section we asked for conditions to be declared from up to the past 2 years, however, in the Conditions and Exclusions section we did not specify a timeframe. We have now aligned both sections to the 2 year timeframe.
- Declared and accepted pre-existing conditions – We have now amended wording to show in the “Cover is only provided if” section where relevant that pre-existing conditions can only be declared and accepted by us in writing when it refers to the policyholder. We cannot obtain this information when it relates to a non-travelling close relative, the person you are intending to stay with, a business associate or travelling companion. As a result we have split them into two separate bullet points.
- Motorised vehicle license – We have amended the wording within the Conditions and Exclusions section. Previously we were advising that you must hold a valid UK license, however, this might not be applicable in your home country. As such we have amended the wording to reflect the need for appropriate qualifications.
