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.
You are covered for cancelling or cutting your trip short if you fall ill with COVID-19 provided you did not know you had the illness or were not in the process of being tested at the time of booking your trip. You will need supporting documentation such as correspondence and medical records from your doctor or medical practitioner.
Where eligible, you will be covered for your non-refundable costs providing that you haven’t been able to change your booking or get compensation from your tour operator, accommodation provider, airline, travel agent or other provider.
You are covered for Emergency Medical Expenses if you fall ill with COVID-19 whilst on your trip. This includes cover for any reasonable accommodation and/or travelling expenses as well as the cost of any necessary repatriation expenses to the UK.
This cover is not provided, however, where you have travelled against the advice of the Foreign, Commonwealth and Development Office (FCDO) or against medical advice.
What you are not covered for:
- You won’t be covered if you have to cancel or cut your trip short as a result of any travel restrictions such as a national or local lockdown or if the FCDO is advising against all (but essential) travel due to COVID-19 or any other epidemic or pandemic.
- You also won’t be covered where you need to claim for cancelling or cutting your trip short as a result of any need to self-isolate or quarantine.
- Any claims as a result of your airline or travel provider becoming insolvent or having an administrator appointed and being unable to provide agreed services are not covered.
- We won't cover you if you change your mind and decide you do not want to travel.
- You won’t be covered for any costs of COVID-19 tests prior to travelling
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.
Longstay & Backpacker Travel Insurance is arranged by P J Hayman & Company Limited who are authorised and regulated by the Financial Conduct Authority.
Cover is underwritten by American International Group UK Limited which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Registered in England: company number 10737370. Registered address: The AIG Building, 58 Fenchurch Street, London EC3M 4AB. Administered by American International Group UK Limited. AIG Travel provides claims handling and assistance services on behalf of American International Group UK Limited. AIG Travel is a trading name of AIG Travel EMEA Limited.
Except for Gadget cover which is administered by Bastion Insurance Services Ltd and underwritten 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.
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.
From 4th January 2021, if you do not have a valid EHIC you will need to apply for a GHIC but please be aware that the GHIC does not cover Switzerland, Iceland, Liechtenstein or Norway. For more information or to apply for your GHIC: online at www.dh.gov.uk/travellers or by telephoning 0845 606 2030.
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.
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.
Yes, you can select the ‘Excess waiver’ option during the quote process, by paying an additional premium. The standard excess will then be reduced to ‘nil’.
Note: the excess would still apply for Gadget cover and where any additional excess has been imposed following a call to tifgroup-sales to declare a medical condition.
No, certain activities can only be covered on payment of an additional premium. See our activities page for more information.
Longstay & Backpacker Travel Insurance has a 24 hour medical emergency and repatriation service.
Tel. +44 (0) 1273 741 001.
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 asked to pay a small bill for medicines and/or outpatient treatment it is often easier to settle your bill direct, keep all receipts and claim for the costs incurred on your return home. It is very important to obtain an itemised receipt for any monies paid for medical treatment.
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
You can pay by debit or credit card. We accept Mastercard and Visa.
Your policy schedule and policy documents are delivered to the email address you provide.
Yes you should print a copy of your Schedule and Policy Documents and carry them with you.
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.
If you are not completely satisfied with the cover provided, you may return your policy to us within 14 days on receipt of your policy documents. Provided that you have not already travelled and are not making a claim, your premium will be refunded in full.