FREQUENTLY ASKED QUESTIONS

We may be able to, provided the extended period does not mean you exceed the maximum trip duration your policy will allow, and:

• it hasn’t expired,
• the extended trip is to the same location or geographical area,
• no claims have been made or are to be submitted,
• there has been no change in medical conditions or your health since the trip commenced.

Generally only a maximum extension of 7 days will be granted and no further extension will be given. If you have a valid insurance claim in the event of accidental death, injury or illness, or travel delay after checking in luggage, the cover will be automatically extended for the additional days necessary for you to complete the trip.

Please contact the sales team to discuss further on +44 (0) 2392 419 011 (lines open Monday to Friday 9am to 5pm GMT, closed Bank Holidays).

Please ensure you contact us prior to your cover expiring as we cannot extend an expired policy.

Please Note: Extension requested cannot be accepted by voicemail or email.

If you have had minor changes to your trip dates and you are not making a claim, then you may transfer the insurance to the new trip dates.

Any change to the destination or duration then you will be charged the appropriate Additional Premium. If your health has changed you may need to rescreen or reconsider cover, please refer to the Change of Health with the policy wording.

We would suggest that if you have not started that part of your journey you contact your airline to change your travel plans to move on to the next part of your itinerary.

If you arrive at your stop-over airport and entry is denied due to Covid-19 you should contact your airline to change your travel plans to move on to the next part of your itinerary.

If you are offered an alternative destination and or dates from your travel agent, we may be able to shift your insurance policy to fit the new trip without any administration charges, providing the new trip is for the same duration and to the same location or geographical area.

Please call the customer service team on the number listed in your policy wording to discuss further.

In the event that you are unable to move the trip to an alternative destination, and are offered a refund from your travel agent or tour operator, we are happy to refund a proportion of the premium you have paid. Refunds are provided on the understanding you have not travelled or made a claim before you asked to cancel the policy.

You can choose from three levels of cover:

‘Standard’ provides essential cover for cancellation; curtailment; personal possessions; emergency medical expenses; personal liability and personal accident.

‘Longstay’ provides higher limits and additional cover for gadgets; departure delay; missed departure; possessions delayed in transit; personal money & loss of travel documents and legal advice & expenses.

‘Longstay Plus’ provides the same benefits as Longstay but with enhanced cover limits.

You can also add an optional section of cover, available at an additional premium:

Study or Work Placement Abroad Extension - for pre-paid tuition fees if you are unable to travel or if you have to come home early.

For full details of the cover including terms, conditions and exclusions, please refer to the Insurance Policy.

Please note: Gadget cover is only included with ‘Longstay and Longstay Plus’.

We will provide cover for theft; accidental damage; loss; breakdown and unauthorised call/data use for your gadgets including: handheld consumer electronic devices such as mobile phones, tablets, iPads, kindles, satnavs, cameras, lenses, camcorders, smartwatches, smart glasses, head-mounted displays, handheld games consoles, portable DVD players, headphones, wireless speakers, MP3 players, iPods and laptop computers.

Note: Laptops are not covered for accidental loss, cover for unauthorised call/data use is only for mobile phones and there is no cover provided under this section for drones.

A gadget must be in good working order and in your possession when you start your trip and:

• Purchased as new in the UK, or, if purchased as refurbished, was not purchased direct from the manufacturer or network provider in the UK; or
• Purchased as second hand or used, but not a refurbished device, that was sold with a minimum 12 month warranty; and
• In any event not more than 48 months old at the date you started your trip.

Longstay & Backpacker provides a wide range of sports & activities at no extra cost under Activity Pack 1.

Click here to see the list of the free activities we cover.

Other sports & activities not included in Activity Pack 1 may be covered on payment of an additional premium. Click here to see the list of the activities we cover under activity packs 2, 3 & 4.

Should your activity not appear on the list, please call us on 02392 419 011.

Longstay and Backpacker provide cover for single trip travel for periods up to 18 months.

The policy is available to UK and Channel Islands residents or for British Forces Posted Overseas (BFPO) who have not spent more than 6 months abroad in the last 12 months.

UK is defined as – England, Wales, Scotland, Northern Ireland and the Isle of Man.

Channel Islands is defined as – Jersey, Guernsey, Alderney, Sark, Herm, Jethou, Brecqhou and Lihou.

Longstay & Longstay Plus is available from age 16* or up to age 75 if travelling to European, Australian and New Zealand destinations. For those travelling to Worldwide destinations, the maximum age is 69 on the day you purchase your policy. If you are aged over 75 (or over 69 for Worldwide cover), please contact us for an alternately policy.

Standard is available from age 16* or up to age 39 on the day you purchase your policy.

*when travelling independently from an insured adult.

During the online quote process you will be asked a number of medical screening questions. If you answer ‘yes’ to any of these questions, you will need to contact P J Hayman & Co Ltd on 02390 419 068.  They will advise you what cover is available. In some cases an additional premium may be payable if we are able to cover the declared medical condition(s).

Yes, the policy allows you to return home for up to two trips, each up to a maximum of 21 days per trip during the policy period if buying the ‘Standard’ or ‘Longstay’ cover, or up to four trips, each up to a maximum of 31 days per trip during the policy period if buying the ‘Longstay PLUS’ cover.

Please note, cover is suspended during the period at home.

Your policy is insured by: This Policy is underwritten by Endurance Worldwide Insurance Limited, a wholly owned subsidiary of Sompo International Holdings Ltd., registered in England and Wales, Registration Number 04413524, home state, United Kingdom. Registered Office: 2 Minster Court, 1st Floor, Mincing Lane, London, EC3R 7BB.
Endurance Worldwide Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority under registration number 219654. This can be found on the Financial Services Register at www.fca.org.uk.

Gadget Cover is administered by: Bastion Insurance Services Ltd and underwritten 100% by Collinson Insurance. Collinson Insurance (a trading name of Astrenska Insurance Limited) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the United Kingdom, under Firm Reference Number 202846.

Your policy is arranged by: This policy is arranged and administered by P J Hayman & Company Limited. Registered in England. Registered No. 2534965. Registered Office: Stansted House, Rowlands Castle, Hampshire PO9 6DX. P J Hayman & Company Limited are authorised and regulated by the Financial Conduct Authority. Register number 497103

Please read the Insurance Policy for details of the cover.

Longstay & Backpacker Travel Insurance will cover all countries and areas except those which the Travel Advice Unit of the Foreign, Commonwealth & Development Office (FCDO) or the World Health Organization (WHO) or similar body has advised against all or all but essential travel.

This policy will not cover any loss, injury, damage or legal liability arising directly or indirectly from planned or actual travel in, to, or through Cuba, Iran, Syria, North Korea or the Crimea region.

The EHIC allows you to access state provided healthcare in all European Economic Area (EEA) countries and Switzerland. Your EHIC will be accepted for the remainder of its validity. If you do not have a valid EHIC you will
need to apply for a GHIC.

For more information or to apply for your GHIC visit the GHIC website or call: 0300 330 1350.

Presenting your EHIC/GHIC at a public medical facility will allow you to obtain treatment at a reduced cost and in many cases free of charge, provided you are a UK or BFPO resident (please note if you reside in the Isle of Man or the Channel Islands you are not eligible for an EHIC/GHIC). You must carry it with you when travelling abroad. Remember to check your EHIC/GHIC is still valid before you travel.

If you are travelling outside the EEA then there are some countries that have reciprocal agreements with the UK and these can be found on the NHS website.

Yes. Please send us a message with your policy number (if known), the lead name and the address (for verification) and we will then resend the policy.

Your medical information and the medical questions we ask you can change, so we aren’t able to transfer your medical information to a new policy. We will need to ask you for some information again to make sure your policy is correct and valid in case you need to make a claim.