FREQUENTLY ASKED QUESTIONS
We’ve put together some commonly asked questions to give you more information about Longstay & Backpacker and the cover we offer. If you have a question that is not answered below please use the contact us page.
Unfortunately, if you are on a trip and want to extend your cover we will be unable to do so. The policy will expire at the originally agreed date. The only exception to this is if you need to extend your policy following a change in travel plans as a result of the airline reduction and border closures.
In which case, you may extend the policy if:
- it hasn’t expired
- no claims have been made or are to be submitted,
- there has been no change in medical conditions, up to 7 days.
However, only a maximum of 7 days will be granted and no further extension will be given. If you have a valid insurance claim the usual criteria applies, with regards to your insurance extended as part of the assistance case or travel delay after checking in baggage.
On a single trip policy, if you have had your trip dates moved and you are not making a claim, then you may transfer the insurance to the new trip dates.
If however there is a change of destination or additional duration then you will be charged the appropriate AP. If your health has changed you may need to rescreen or reconsider cover. Additionally, your new trip cannot be within 90 days from 20th March 2019.
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 the virus 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 will 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.
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 offer a refund of 50% of the total premium paid or Single trip policies. For Annual multi-trip policies, we can also provide a proportionate refund of 5% for each full remaining month left on cover. Refunds are provided on the understanding that there have been no claims made or intending to be made.
‘Backpacker’ 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.
For full details of the cover including terms, conditions and exclusions, please refer to the Insurance Policy.
We will provide insurance during the period of 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, I-pads, Kindles, satnavs, cameras, lenses, camcorders, smart watches, smart glasses, head mounted displays, hand held games consoles, portable DVD players, headphones, wireless speakers, MP3 players and I-pods – but not laptop computers, purchased as new or, in the case of refurbished items, not purchased directly from the manufacturer or network provider in the UK; that is no more than 48 months old at the start date of 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 419 070. We are open Monday to Friday 8am-6pm, closed Bank Holidays.
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.
Backpacker is available from age 16* or up to age 39 on the day you purchase your policy.
*when travelling independently from an insured adult.
Note: the excess would still apply for Gadget cover and where any additional excess has been imposed following a call to Travel Administration Facilities to declare a medical condition.
Tel. +44 (0) 203 829 6745
Further details of this service are shown in your Insurance Policy.
Staff are on call 24 hours a day throughout the year. They will, when necessary, guarantee medical bills and arrange repatriation if required.
If you are admitted as an inpatient or outpatient treatment is likely to exceed £500, then you must contact the 24 hour Medical Emergency Assistance Service as soon as possible. They will then arrange for medical expenses covered by the policy to be paid direct to the hospital/clinic.
Making A Claim
The Policy Document includes important telephone numbers including the Medical Emergency Assistance Service that is available to you 24 hours a day, 365 days a year for advice, assistance, making arrangements for hospital admission, repatriation and authorisation of medical expenses.