TRAVEL INSURANCE WORDING

DIRECT 03/2023 DA1 1

TABLE OF CONTENTS

Useful Information 3
Covid Scenarios 5
Travel Insurance 6
Words with special meanings 7
About your insurance contract 12
Reciprocal Health Agreements 14
Pre-existing medical conditions 15
Sports and other activities 16
Additional Sports and activities 18
Important conditions relating to your policy 19
Important Telephone Numbers 20
Making a claim 21
Claims evidence 21
Table of Benefits 24
Exclusions and conditions 27
General exclusions applying to your policy 28
Section 1 - Cancelling or cutting short a trip 30
Section 2 - Medical emergency and repatriation expenses 33
Section 3 - Disruption or delay to travel plans 36
Section 4 - Personal belongings and money 39
Section 5 - Legal and liability 41
Section 6 - Personal accident 43
Section 7 – Winter sports 44
Section 8 – Cruise cover 46
Section 9 – Golf cover 48
Section 10a – Gadget Cover 49
Section 10b – Gadget Cover Extension 49
Complaints Procedure 57
Data Protection Notice and Fraud 58

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USEFUL INFORMATION
HOW TO CONTACT US

BEFORE YOUR TRIP

If you want to make a change to your policy call 0203 1378983, email [email protected] or via the customer
zone.

If you need to cancel your trip you can make a claim online 24/7 via the customer zone or call 0330 123 3315
Monday to Friday between 9am to 5pm.

DURING YOUR TRIP

In an emergency you should contact the emergency services straight away.

If you are in hospital contact our Medical Assistance Service as soon as possible or if you need medical assistance
whilst abroad contact our medical assistance team on +44(0)330 123 2370

If you want to cut short your trip contact our assistance team on +44(0)330 123 2370
Just tell them you have a CoverForYou Policy and quote your policy number.

Our team will:

• ensure you are receiving appropriate treatment in a safe facility,
• help make arrangements if you need medical assistance whilst abroad,
• arrange appropriate repatriation should we agree it is medically necessary,
• assist if you need to cut short your trip.

Please note repatriation arrangements and medical expenses will only be covered in full if your claim is covered.

If you want to extend your trip or check your cover contact 0203 1378983

AFTER YOUR TRIP

If you have out of pocket expenses you can make a claim online 24/7 via the customer zone or call 0330 123 3315
Monday to Friday between 9am to 5pm.

If you want to make a complaint about:

• The sale of your policy call 0207 1830885 or email [email protected]
• A claim (except Gadget) call 01737 815227 or email [email protected]
• Gadget call 0345 074 4788 or email [email protected]

REMEMBER TO CHECK YOUR COVER BEFORE YOUR TRIP

It’s important that you take the time to read the information within your policy wording to make sure that it meets
your needs. In particular you should make sure:

• You have told us about all the pre-existing medical conditions suffered by all people insured by this policy.
More information can be found on page 15.
• That any sports and activities that you have got planned are covered. More details can be found on page 16.
• You are not travelling for longer than your cover allows or to a country which is not covered. More information
can be found on your Insurance Certificate.

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CLAIMS NOTIFICATION

If you are abroad and you require Emergency medical assistance please call +44(0)330 123 2370

To make a claim under all sections (except under section 10 - Gadget Cover) please contact:
Tel: 0330 123 3315
Online: www.coverforyou.com/claimonline

To make a claim under section 10 - Gadget Cover please contact:

Tel: 0345 0744828
Online: https://bastion.davies-group.com
Email: [email protected]

MAKING YOURSELF HEARD

Any complaint you may have should in the first instance be addressed to the relevant helpline as outlined within the
policy wording.

If the complaint is still not resolved, you can approach the Financial Ombudsman Service. Referral to the Financial
Ombudsman will not affect your right to take legal action. Full details of addresses and contact numbers can be
found within the ‘Complaints procedure’ section.

FINANCIAL SERVICES COMPENSATION SCHEME (FSCS)

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from
the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and
the circumstances of the claim. Further information about the compensation scheme arrangements is available from
the FSCS (www.fscs.org.uk) or call them on 0207 741 4100.

CANCELLATION PERIOD

You are free to cancel this policy at any time. If you wish to cancel, you may do so by contacting us on 0203
1378983, via the customer zone, or by emailing [email protected] or writing to us for a full refund providing
you have not travelled and no claim has been made.

Single trip: If you wish to cancel within 14 days of the policy purchase date, you will receive a full refund providing
you have not travelled and no claim has been made. If you cancel after 14 days of the purchase date we will refund a
proportionate amount based on the time you have held the policy.

Annual multi-trip policy: If you cancel within 14 days of purchase date, or prior to start date whichever is later, you
will receive a full refund providing you have not travelled and no claim has been made. If you cancel after that, we
will refund 5% of the premium per full month remaining on your policy providing you are not on a trip at the time
the policy is cancelled and no claim has been made since the policy was issued or renewed.

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COVID SCENARIOS
We understand that it is important you know what cover is in place if Coronavirus or Covid-19 affects your trip.

We hope the scenarios below explain some of what we do or don’t cover:

CANCELLING DUE TO COVID-19

Your policy will cover you subject to the terms and conditions, if you need to cancel your trip because:
• You or a close relative are diagnosed with or have contracted COVID-19
• You are required to self-isolate, subject to a positive test result/confirmation from a GP
• Someone you were due to travel with or stay with on your trip needs to self-isolate.

Your policy will not cover you to cancel your trip if:
• You don’t want to quarantine or self-isolate when you return to your home area
• You are unable to travel because the government/or another regulatory authority have imposed restrictions,
including national lockdown or regional lockdown
• Any costs for your Package holiday if it was cancelled by your travel provider or you were unable to travel due to
a change in FCDO travel advice
• You aren’t able to produce the required vaccine certificates, medical tests/documents.

CUTTING YOUR TRIP SHORT

Providing you aren’t travelling against the advice of Foreign, Commonwealth & Development Office (FCDO) or
another regulatory authority then you are covered subject to the terms and conditions, if you need to cut your trip
short because:
• The Foreign, Commonwealth & Development Office (FCDO) or other regulatory authority in a country in which
you are travelling in advise you to evacuate or return to your home area
• You have been denied boarding at your UK departure point because you have COVID-19 symptoms
• If you need to come home early because a close relative has COVID-19.

Your policy will not cover:

• You wishing to return home early to avoid the need to quarantine.

EMERGENCY MEDICAL COVER FOR COVID-19

If you develop COVID-19 whilst abroad your policy will cover you subject to the terms and conditions for:
• Emergency medical treatment, repatriation and other expenses
• Additional transport and accommodation if you are unable to return home as planned.

YOUR POLICY WILL NOT COVER:

• If you are travelling against Foreign, Commonwealth & Development (FCDO) advice.

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TRAVEL INSURANCE
If you have any queries about your cover, you can call us on the number listed in the Important telephone numbers’
section.

Please make sure you have your policy number when you call. We want you to get the most from your policy and to
do this you should:
• read your policy wording and make sure you are covered for the sort of losses/incidents you think might happen
• make sure that you understand the exclusions and conditions which apply to your policy because if you do not
meet these conditions it may affect any claim you make.

Remember, no policy covers everything. We do not cover certain things such as, but not limited to:
• Pre-existing medical conditions as described in the Pre-existing medical conditions section (unless you have
contacted us and we have accepted in writing).
• If you fail to declare any pre-existing medical conditions we may refuse to deal with your claim or reduce
the amount of any relevant claims, even if a claim is not related to an undisclosed pre-existing medical
condition(s).
• Losses that we do not state are specifically covered.
• Circumstances known to you before you purchased this insurance which could reasonably have been expected to
lead to a claim.
• Any trip that has already begun when you purchased this insurance.
• Losses which occur outside of a valid trip (with the exception of Section 1 – Cancelling or cutting short a trip, see
the definition of Insurance period for full details).

The intention of this policy is to cover the entire trip. The policy will need to cover the date that your trip begins
until the date you return to the UK inclusive.

The things which are not covered by your policy are stated:
• In the ‘General exclusions applying to your policy’
• Under ‘What IS NOT covered’ in each section of cover.
If we do not state that something is covered, you should assume that it is not covered.

INTRODUCTION

This is your travel insurance policy. It contains details of what is covered, what is not covered and the conditions for
each insured person and is the basis on which all claims will be settled.
It is confirmed by the issue of the policy schedule which should be read in conjunction with this policy wording.

In return for having accepted your premium we will provide insurance in accordance with the sections of your policy
as referred to in your policy schedule.
The policy schedule is part of the policy.

If you need to make any changes to the details contained in your policy schedule, you should contact us soon as
possible. We will then advise if those changes can be made and whether any additional premium is required.

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WORDS WITH SPECIAL MEANINGS
Throughout your policy wording, certain words are shown in bold type. These words have special meanings which
are listed below.
Section 5a Legal expenses and assistance and Section 6 Personal accident have unique ‘Words with special
meanings’ which can be found at the beginning of the section.

ACCIDENT(S)/ACCIDENTAL

A physical injury caused by sudden, unexpected, external and visible means including injury as a result of
unavoidable exposure to the elements.

BAGGAGE

Any items which belongs to you which are worn, used or carried by you during a trip (but excluding valuables,
gadgets, ski equipment, sports equipment and personal money and important documents)

CATASTROPHE

Means
• fire,
• flood,
• earthquake,
• explosion,
• volcanic eruption and/or volcanic ash clouds,
• tsunami,
• landslide,
• avalanche,
• hurricane,
• storm,
• civil commotion and/or civil unrest not assuming the proportions of or amounting to an uprising
• an outbreak of food poisoning

meaning you cannot use your booked accommodation.

CLOSE RELATIVE

Your mother, father, sister, brother, fiancé(e), wife, husband, civil partner, domestic partner, daughter, son,
grandparent, grandchild, parent-in-law, son-in-law, daughter-in-law, step parent, step child, step sibling, aunt, uncle,
niece, nephew, cousin, next of kin, your guardian, anyone who you have guardianship of or anyone for whom you
have power of attorney.

COLLEAGUE

An associate in the same employment as you in the UK, whose absence from work necessitates your stay in or return
to the UK.

CRUISE

A trip involving a sea or river voyage of more than one night, where transport and accommodation is primarily on an
ocean/river going passenger ship, liner or cruiser.

CUT SHORT/CUTTING SHORT

Either:
a. you cutting short the trip after you leave your home by direct early return to your home.
b. You attending a hospital outside your home area as an in-patient or being confined to your accommodation
abroad due to personal quarantine, in either case for a period in excess of 24 hours.

Claims will be calculated on the number of nights of your trip you missed due to your early return or the number of
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nights which you were hospitalised, quarantined or confined to your accommodation.

Claims under part b), above, will only be paid for the ill/injured/quarantined/confined insured person, but where
we or the Emergency Medical Assistance Service agree for another insured person (including any children travelling
with them) to stay with you, we will also pay for that insured person’s proportion only of any unused travel and
accommodation costs and expenses they have not used by remaining with you.

CYBER ATTACK

The actual use or threat of use of disruptive activities against computers and networks, with the intention to cause
harm, spread fear or cause severe disruption of infrastructure, including a Malware, Ransomware or Hacking attack.

EXCESS

The amount you pay when you make a claim which is set out in the table of benefits.
The excess is per person per incident, limited to two excess amounts if more than one insured person is claiming,
per trip.

If you use a Reciprocal Health Arrangement, any other arrangement with another country or private medical
insurance to reduce your medical expenses, you won’t have to pay an excess.

GADGET

The portable electronic gadget/s that meet the Criteria. Gadgets include: Mobile Phones, iphones, ipads, Tablets,
Cameras, Camera Lenses, MP3 Players, Games Consoles, Video Camera’s, Go Pro’s, Smartwatches, Bluetooth
Headsets, Satellite Navigation Devices, PDA’s, E-Readers, Head/ Ear Phones / Ear Buds and Laptops. Please note we
do not provide cover for drones.

GOLF EQUIPMENT

Golf clubs, golf balls, golf bag, golf shoes and non-motorised trolley.

HOME

Your permanent residence in England, Wales, Scotland and Northern Ireland .

HOME AREA

Your Home Area means the UK excluding Channel Islands and Isle of Man.

IMPORTANT DOCUMENTS

Passport, travel tickets, visas, travel permits, bio-metric card and driving licence.

INSURANCE PERIOD

If annual multi trip or multi trip cover is selected: cover is provided for the 12 month period as stated in the policy
schedule. During this period any trip not exceeding the maximum trip duration is covered.
The maximum trip duration is dependent upon the level of cover you have selected:
• Emerald – 32 consecutive days
• Ruby – 45 consecutive days
• Diamond – 62 consecutive days
Under annual multi trip and multi trip policies Section 1 - Cancelling or cutting short a trip cover will start from the
date stated in the policy schedule or the time of booking any trip (whichever is the later date).

If single trip cover is selected: cover is provided for the period of the trip and finishes when the trip ends, providing
the trip doesn’t exceed the period shown in the policy schedule. Under these policies you will be covered under
Section 1 - Cancelling or cutting short a trip from the time you pay the premium.

Cover for all other sections applies for the length of each trip. The insurance period is automatically extended
in the event that your return to your home area is unavoidably delayed due to an event covered by this policy,
providing you accept alternatives offered and don’t intentionally delay your return.

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For single trip cover your policy will cease if we have paid for you to cut short your trip.

INSURED PERSON/YOU/YOUR

Each person travelling on a trip who is named on the policy schedule.

INSURER

The service provider, arranged by Inter Partner Assistance S.A.

MEDICAL CONDITION

Any disease, illness or injury.

MEDICAL PRACTITIONER

A registered practising member of the medical profession recognised by the law of the country where they are
practising, who is not related to you or any person who you are travelling with.

PACKAGE

The pre-arranged combination of at least two of the following components when sold or offered for sale at an
inclusive price and when the service covers a period of more than 24 hours or includes overnight accommodation:
a. Transport
b. Accommodation
c. Other tourist services not ancillary to transport or accommodation (such as car hire or airport parking) and
accounting for a significant proportion of the package as more fully described under The Package Travel and
Linked Travel Arrangements Regulations 2018.

PERSONAL MONEY

Travellers’ and other cheques, event and entertainment tickets and pre-paid vouchers.

PERSONAL QUARANTINE:

A period of time where you are suspected of carrying an infection or have been exposed to an infection and as a
result are confined or isolated on the orders of a medical professional or public health board in an effort to prevent
disease from spreading.

PRE-EXISTING MEDICAL CONDITION

1. Any of the following medical conditions which you have ever been diagnosed with or treated for:
• Any heart or respiratory condition (including but not limited to asthma, bronchitis and chronic obstructive
pulmonary disease)
• Any circulatory condition (problems with blood flow, including strokes, high blood pressure and cholesterol)
• Any liver condition
• Any cancerous condition
• Any psychological conditions such as stress, anxiety, depression, or psychiatric condition such as eating
disorders
2. Any other medical conditions for which you have been prescribed medication, received treatment or had a
consultation with a doctor or hospital specialist for any medical condition in the past 2 years

PREGNANCY COMPLICATION

• Toxaemia
• Gestational hypertension
• Gestational diabetes
• Pre-eclampsia
• Ectopic pregnancy
• Molar pregnancy

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• Post-partum haemorrhage
• Retained placenta membrane
• Placental abruption
• Hyperemesis gravidarum
• Placenta praevia
• Stillbirths
• Miscarriage
• Termination for medical reasons
• Any premature births more than eight weeks (or 16 weeks in the case of a known multiple pregnancy) before the
expected delivery date.

PRE-PAID CHARGES

Charges you have paid before you travel, or are contracted to pay for, including but not limited to the following: car
hire, car parking, airport accommodation, airport lounge access, kennel and cattery fees, excursions, green fees and
ski school fees, lift passes and hired sports equipment.
• Costs associated with a sport or activity will only be covered providing your policy covers you for that sport or
activity.
• Ski school fees, lift passes and hired ski equipment will only be covered provided you have purchased the
additional Winter Sports section
• Green fees and hired golf equipment will only be covered provided you have purchased the additional Golf
section

PUBLIC TRANSPORT

Train, tram, bus, coach, ferry service or airline flight operating to a published timetable, and pre-booked taxis.

REDUNDANT/REDUNDANCY

Being made unemployed through the loss of permanent paid employment (except voluntary redundancy) and at the
time of purchasing the policy you, or your travelling companion had no reason to suspect that you would be made
redundant.

REGIONAL QUARANTINE

Any period of restricted movement or isolation, including national lockdowns, within your home area or destination
country imposed on a community or geographic location, such as a county or region, by a government or public
authority.

SKI EQUIPMENT

Skis (including bindings), ski boots, ski poles and snow boards.

SKI PACK

Ski school fees, lift passes and hired ski equipment

SPORTS EQUIPMENT

Items that are usually worn, carried, used or held in the course of participating in a recognised sport. These items are
only covered if in connection with a sport or activity which this policy covers you to participate in.

TERRORIST ACTION

The actual or threatened use of force or violence against persons or property, or commission of an act dangerous
to human life or property, or commission of an act that interferes with or disrupts an electronic or communications
system, undertaken by any person or group, whether or not acting on behalf of or in connection with any
organisation, government, power, authority or military force, when any of the following applies:
a. the apparent intent or effect is to intimidate or coerce a government or business, or to disrupt any segment of the
economy;
b. the apparent intent or effect is to cause alarm, fright, fear of danger or apprehension of public safety in one or
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more distinct segments of the general public, or to intimidate or coerce one or more such segments;
c. the reasonably apparent intent or effect is to further political, ideological, religious or cultural objectives, or to
express support for (or opposition to) a philosophy, ideology, religion or culture.

TRAVELLING COMPANION

Any person with whom you are travelling/staying or have arranged to travel/stay with. This person does not have to
be insured by your policy.

TRIP(S)

The period of time spent away from your home on pre-booked business or leisure travel.

If single trip cover is selected cover is provided for the period of the trip and finishes when the trip ends, providing
the trip doesn’t exceed the period shown in the policy schedule.
Trips outside of the UK must start and end in your home area.

Where you have selected an annual multi trip or a multi trip policy your policy is valid for travelling abroad as long
as the trip starts and ends in your home area. For trips solely in the UK you must have at least 2 nights pre-booked
accommodation or pre-booked transport at least 50 miles from your home.

UK

England, Wales, Scotland, Northern Ireland, Isle of Man and Channel Islands.

UNATTENDED

When you are not in full view of and not in a position to prevent unauthorised interference with your property or
vehicle.

VALUABLES

Means the below list (including any associated equipment):

• Jewellery
• Watches (manual or automatic movement watches only, and excludes smartwatches and fitness trackers which are
defined as Gadgets and not as Valuables)
• Telescopes
• Binoculars
• Cameras (analogue cameras only and excludes digital cameras which are defined as Gadgets under this Policy
and not as Valuables).

WE/US/OUR

Inter Partner Assistance S.A.

YOU/YOUR/YOURSELF

See the definition of insured person

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ABOUT YOUR INSURANCE CONTRACT
Your policy is a legal contract between you and us.
The laws of the UK allow both parties to choose the law which will apply to this contract. However your policy will be
governed by the law of England and Wales unless you and we have agreed otherwise.

THE INSURER

This policy is underwritten by Inter Partner Assistance S.A..

Inter Partner Assistance S.A is authorised and regulated by the National Bank of Belgium, with a registered head
office at Boulevard du Régent 7, 1000 Brussels, Belgium. Authorised by the Prudential Regulation Authority (firm
reference number 202664). Subject to regulation by the Financial Conduct Authority and limited regulation by the
Prudential Regulation Authority.
Inter Partner Assistance S.A. UK branch office address is 106-118 Station Road, Redhill, RH1 1PR
Inter Partner Assistance S.A. is part of the AXA Group.

FINANCIAL SERVICES COMPENSATION SCHEME (FSCS)

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from
the scheme in the unlikely event we cannot meet our obligations to you. This depends upon the type of insurance
and the circumstances of the claim. Further information about the compensation scheme arrangements is available
from the FSCS. Contact them at www.fscs.org.uk or call them on 0207 741 4100.

OUR PART OF THE INSURANCE CONTRACT IS AS FOLLOWS

We provide the cover set out in your policy wording.

CANCELLATION

We reserve the right to cancel the policy by providing 21 days notice by registered post to your last known address
on the following grounds:
a. If you make a fraudulent claim
b. If you are or have been engaged in criminal or unlawful activities
c. If any policy in your name is added to the Insurance Fraud Register
d. If you use threatening or abusive behaviour or language towards our staff or suppliers.

In each case no refund of premium will be made.

DURATION

Travel insurance for single, annual multi trips or multi trip – Please refer to your policy schedule for your selected
cover.

AUTOMATIC RENEWALS ON ANNUAL MULTI TRIP AND MULTI TRIP POLICIES

By purchasing this policy you provided us with the consent to set up a continuous payment authority. This means
we are authorised to automatically renew your policy and apply for renewal payments from your account every year,
even if your card has expired, until you instruct us to stop.

We will contact you by email at least 21 days before the end of your insurance period. If you still meet our
eligibility criteria, we will seek to automatically renew your policy, including any optional covers you have selected,
by using the latest details you provided to us. You will also be provided with a renewal invitation which you should
check via the renewal portal or email to ensure all your details are still correct and relevant. Your renewal invitation
will have information on how you can make changes to your details or tell us if you do not wish to renew your
insurance before your renewal date.

How to opt-out of automatic renewals

You can opt out whilst purchasing your policy or after you have purchased the policy via the customer zone, emailing
us at [email protected] or calling us on 0203 1378983.

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NON-PAYMENT OF PREMIUMS

Where we have been unable to collect a premium payment we will contact you by email to request payment . If we
do not receive payment within 7 days we will cancel the policy with immediate effect and notify you in writing.

CANCELLATION PERIOD

You are free to cancel this policy at any time. If you wish to cancel, you may do so by contacting us on 0203
1378983, via the customer zone, or by emailing [email protected] or writing to us for a full refund providing
you have not travelled and no claim has been made.

Single trip: If you wish to cancel within 14 days of the policy purchase date, you will receive a full refund providing
you have not travelled and no claim has been made. If you cancel after 14 days of the purchase date we will refund a
proportionate amount based on the time you have held the policy.

Annual multi-trip policy: If you cancel within 14 days of purchase date, or prior to start date whichever is later, you
will receive a full refund providing you have not travelled and no claim has been made. If you cancel after that, we
will refund 5% of the premium per full month remaining on your policy providing you are not on a trip at the time
the policy is cancelled and no claim has been made since the policy was issued or renewed.

CONDITIONS WHICH APPLY TO YOUR POLICY

These are some of the conditions you must keep to as your part of the contract. The others are shown in the
‘Exclusions and conditions’ section. If you do not keep to these conditions, we may decline your claim.

YOU MUST PREVENT LOSS, THEFT OR DAMAGE

All persons covered by your policy must take reasonable steps to prevent loss, theft or damage to everything
covered under your policy.

You should not put yourself at needless risk (except in an attempt to save human life).
Failure to take reasonable steps to prevent loss, theft or damage will result in a deduction from any claim payment, or
may result in your claim being declined in full.

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RECIPROCAL HEALTH AGREEMENTS
If you are travelling to a country which has a reciprocal health agreement with your home area you are entitled to
benefit from the health care arrangements which exists between the country you are visiting and your home area.

If we agree to pay for a medical expense which has been reduced because you have used a reciprocal health
agreement or private health insurance, we will not deduct the excess under Section 2 – Medical emergency and
repatriation expenses.

If travelling within the EU you can apply for a GHIC either online Applying for healthcare cover abroad (GHIC and
EHIC) - NHS (www.nhs.uk) or by telephoning 0300 330 1350.

If travelling outside of the EU visit Healthcare abroad -

https://www.gov.uk/guidance/uk-reciprocal-healthcare-agreements-with-non-eu-countries

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PRE-EXISTING MEDICAL CONDITIONS
You must comply with the following conditions to have the full protection of your policy.

You must tell us of all your pre-existing medical conditions. If you fail to declare any pre-existing medical
conditions we may refuse to deal with your claim or reduce the amount of any relevant claims, even if a claim is not
related to an undisclosed pre-existing medical condition(s).

It is a condition of this policy that you will not be covered under the following sections;
• Section 1 – Cancelling or cutting short a trip,
• Section 2 – Medical emergency and repatriation expenses,
• Section 6 – Personal accident and;
• Section 8 – Cruise cover
for any claims arising directly or indirectly from any pre-existing medical condition(s)

Unless you contact us on Tel: 0203 1378983 or complete an online Medical Screening and we have agreed, in
writing, to cover your medical condition(s).

Throughout the duration of the policy

i. Any medical condition or pregnancy complication you have in respect of which a medical practitioner has
advised you not to travel (or would have done so had you sought their advice), but despite which you still travel.
ii. From any surgery, treatment or investigations for which you intend to travel outside of your home area to receive
(including expenses incurred due to the discovery of other medical conditions during and/or complications
arising from these procedures).
iii. From any medical condition for which you are not taking the recommended treatment or prescribed medication
as directed by a medical practitioner.
iv. If you travel against any health requirements stipulated by the carrier, their handling agents or any other public
transport provider

At the time of purchasing your policy you will not be covered for any claim arising directly or indirectly:
i. From any medical condition for which you, a close relative or a travelling companion have received a terminal
prognosis.
ii. From any medical condition for which you, a close relative or a travelling companion are on a waiting list for or
have knowledge of the need for surgery, treatment or investigation.
iii. From any medical condition or symptoms for which anyone to be insured under the policy is seeking medical
advice but has not yet had a diagnosis or has not yet sought medical advice.

If your health changes after the start date of your policy and the date your travel tickets or confirmation of booking
were issued, you should check with your medical practitioner that you are fit to travel.

You will not be covered under Section 2– Medical emergency and repatriation expenses, Section 6 - Personal
Accident and Section 8 – Cruise if you travel against medical advice. You may be able to claim under Section 1 –
Cancelling or cutting short your trip if this is medically necessary.

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SPORTS AND OTHER ACTIVITIES
The following lists detail the sports and activities that this policy will cover without charge when you are participating
on a recreational and non-professional basis during any trip. Any involvement in these sports and/or activities is
subject to you following local laws and regulations and the use of recommended safety equipment.

If you are participating in any other sports or activities not mentioned, please contact us as we may be able to offer
cover for an additional premium. Details of those sports and activities which you have purchased cover for will be
added to your policy schedule.

You are not covered when participating in any sport professionally, or whilst racing or during a competition.

There is no cover under Section 5b – Personal Liability for sports or activities marked with *

• Abseiling (within organisers • Clay pigeon shooting • Go karting (amateur only and
guidelines) • Climbing (indoors on climbing within organisers guidelines)
• *Administrative, clerical or wall only) • Golf
professional occupations • Cricket (amateur) • Great Wall of China
• Aerobics • Croquet • Handball (amateur)
• Amateur athletics (track and field) • Cross country running • Helicopter rides (as a fare paying
• Archaeological digging (use of • Curling (amateur) passenger in licensed aircraft)
hand tools only) • *Hobie catting (if qualified and
• Cycling (see Bicycle riding)
• Archery no racing)
• Cycling tours (see Bicycle riding)
• Badminton • Horse riding (wearing a helmet
• Dancing (including instruction)
• Banana boating/donuts/ and excluding competitions,
• Deep sea fishing racing, jumping and hunting)
inflatables behind power boat
• Dinghy sailing (no racing) • Hot air ballooning (organised
• Baseball (amateur)
• *Driving motorised vehicles pleasure rides only)
• Basketball (amateur)
(excluding Quad bikes) for which • Hovercraft driving/passenger
• Beach games you are licensed to drive in the
• Hurling (amateur only and not
• Billiards/snooker/pool UK (other than in races, motor
main purpose of trip)
• BMX riding (wearing a helmet rallies, off road or competitions)
and wearing a helmet if driving • Husky/horse/reindeer sledging
and no racing, stunts or
a motorbike, moped, scooter, or sleigh riding as an activity as a
obstacles) up to 2,500 metres
Segway or assisted bicycle passenger only with a local driver
above sea level
and wearing a seatbelt when and not on snow
• Body boarding (boogie boarding)
travelling in a motorised vehicle • Hydro zorbing
• Bowls where a seatbelt is available for • Ice skating
• Breathing observation bubble use
• Indoor climbing (on climbing
(BOB) • Extreme frisbees (amusement wall)
• Bungee jumping/swoop within park rides)
• In-line skating/roller blading
organisers guidelines and • Falconry (wearing pads and helmets)
wearing appropriate gear
• Fell walking/running (up to 2,500 • Indoor skating/skateboarding
• Bicycle riding/Cycling wearing a metres above sea level) (wearing pads and helmets)
helmet where required (excluding
• Fencing (training only) • Javelin throwing (amateur)
any participation in extreme
events, racing or competitions) • Fishing • *Jet boating (excluding racing
height restricted to maximum of • Fives and/or competitions)
2,500 metres above sea level • Flying as a fare paying passenger • Jogging
• *Camel riding in a fully licensed passenger • *Karting (wearing a helmet and
• *Camp America – counsellor carrying aircraft no racing)
• Canoeing (up to grade 2 rivers) • Flying fox (cable car) • Kayaking (up to grade 2 rivers)
• Capoeira – no contact – dance • Football (amateur only, no • Korfball (amateur)
movement only coaching and not main purpose
• Mountain Biking (wearing a
of trip)
• *Caring for children (au pair/ helmet and no racing) up to
nanny) • Freefall/sky diving simulator 2,500 metres above sea level
• *Catamaran sailing (if qualified • Frisbee/ultimate frisbee • Netball (amateur)
and no racing) • *Glass bottom boats/bubbles

CFY IDOL 12/2024 IA5 16

• Octopush not involved in cave diving and • Table tennis
• Orienteering not involved in air travel until • *Tall ship crewing (no racing)
more than 24 hours have elapsed
• Paddle boarding • *Teaching (language and musical
after your last dive)
• *Paint balling/war games instruments (no use of tools/and
• Sea canoeing/kayaking (within or machinery
(wearing eye protection)
sight of land)
• Parasailing/parascending – over • Ten pin bowling
• *Segway riding (organised tours
water • Tennis
only, wearing correct safety
• Pedalos equipment including a helmet) • Tobogganing
• Pilates • Shooting/small bore target/rifle • Trampolining
• Pony trekking (wearing a helmet) range shooting (within organisers • Tree canopy walking
• *Power boating guidelines) • Trekking/hiking/walking/hill
• Racket ball • Skateboarding (wearing pads and walking up to 2,500 metres
helmets) above sea level
• Rambling
• Squash • *Trikke riding (organised tours
• Refereeing (amateur only)
• Sledging/sleigh riding as a only, wearing correct safety
• Ringos equipment including a helmet)
passenger (pulled by horse or
• Roller skating/blading/in line reindeer) with a maximum of two • Tug of war
skating (wearing pads and nights for Lapland trips • Volleyball
helmets)
• Snorkelling • Wake boarding
• Rounders (amateur)
• Softball (amateur) • Water parks
• Rowing (no racing)
• Spear fishing (without tanks) • Water polo (amateur)
• Running (non-competitive, not
• *Speed sailing (no racing) • Water skiing/water ski jumping
part of a triathlon and not a
marathon of any type) • *Students working as counsellors • Whale watching
or university exchanges for • White water canoeing/kayaking/
• Safari trekking/tracking in the
practical course work (non- touring/rafting up to grade 2
bush (must be organised tour)
manual) rivers
• *Sailing/yachting (if qualified
• Surfing (including on board surf • Wicker basket tobogganing
or accompanied by a qualified
simulators)
person and no racing) • Wind surfing/sailboarding
• Swimming (excluding
• Sail boarding/wind surfing • Wind tunnel flying (pads and
competitions or racing)
• Sand boarding/sand dunes/sand helmets to be worn)
• Swimming with dolphins
surfing/sand skiing • Yoga
• Swimming/bathing with
• *Sand yachting (no racing) • *Zap cats
elephants
• Scuba diving up to depth • Zip lining/trekking (safety harness
• Sydney harbour bridge
of 18 metres (if qualified or must be worn)
(organised and walking across
accompanied by qualified
clipped onto a safety line) • Zorbing/hydro zorbing/sphering
instructor and not diving alone,

CFY IDOL 12/2024 IA5 17

ADDITIONAL SPORTS AND ACTIVITIES
Sports and activities that can be covered if the additional premium has been paid and shown as purchased in your
policy schedule.

There is no cover under Section 5 – Personal liability for those sports or activities marked with an *

PACK 1

• Assault course (amateur only and • High ropes/Go ape (amateur only • Street hockey (wearing pads and
not main purpose of the trip) and not main purpose of the trip) helmets)
• *Bar/restaurant work • Lacrosse (amateur only and not • Street luge
• *Beauty therapist main purpose of the trip) • *Superintendance of manual
• *Blokarting • Marathon running (amateur only work
and not main purpose of the trip) • Tubing
• *Body building
• Minjin swinging
• Dune sliding
• Mud buggying
• Dune/wadi buggying/bashing
• *Retail trade including manual
• Field hockey
work (but not including the use of
• Fruit or vegetable picking power tools and machinery)
• Gymnastics • River tubing
• High diving (amateur only and • Roller hockey (amateur only and
not main purpose of the trip) not main purpose of the trip)

PACK 2

• Bamboo rafting instructor and not diving alone or involved in cave diving)
• Canoeing (up to grade 3 rivers) involved in cave diving) • Trekking/hiking/walking/hill
• Elephant polo • *Non-retail work including walking up to 2,501 to 3,500
occasional light manual work metres above sea level
• Grass skiing
(but not including the use of • Via ferrata
• Kayaking (up to grade 3 rivers) power tools and machinery)
• Mixed gas diving (nitrox/trimax • Scuba diving to 30 metres
and not commercial) to 30 (if qualified scuba diver or
metres (if qualified scuba diver accompanied by qualified
or accompanied by qualified instructor and not diving alone or

PACK 3

• Bungee slingshot (within rivers) • Shark Cage Diving

organisers guidelines and • Mixed gas diving (nitrox/trimax • Sky jumping (from Sky Tower in
wearing the appropriate gear) and not commercial) to 40 Auckland, New Zealand only)
• Bungee trampolining (within metres (if qualified scuba diver • Tai chi
organisers guidelines and or accompanied by qualified
• White water canoeing/kayaking/
wearing the appropriate gear) instructor and not diving alone or
touring up to grade 4
• Canoeing (grade 4 and above involved in cave diving)
• White water rafting up to grade 4
rivers) • Rugby (amateur only and not
(within organisers guidelines)
• Caving/pot holing main purpose of the trip)
• *Judo (amateur only and not • Scuba diving to 40 metres
main purpose of the trip) (if qualified scuba diver or
accompanied by qualified
• *Karate (amateur only and not
instructor and not diving alone or
main purpose of the trip)
involved in cave diving)
• Kayaking (grade 4 and above

CFY IDOL 12/2024 IA5 18

IMPORTANT CONDITIONS RELATING TO YOUR POLICY
• Where you have selected an annual multi trip or a multi trip policy the maximum duration of any one trip will be
dependent on your age and destination. If any trip exceeds the maximum trip duration, there is no cover under
this policy for any additional days.
• Your policy automatically extends to provide cover if you are unable to return home by the end of the insurance
period due to an event which is covered under the policy, providing you accept alternatives offered and don’t
intentionally delay your return.
• Your policy is valid for travel within your home area where you have least 2 nights pre-booked accommodation
or pre-booked transport at least 50 miles from your home, or travelling abroad where the trip starts and finishes
in your home area.
• Your policy covers only persons permanently resident in the UK and registered with a UK GP
• Claims will only be considered if the cause of the claim falls within the insurance period.
• A Couple policy covers 2 people living at the same address for at least 6 months.
• A Family policy covers 2 adults and up to 9 of their children/grandchildren.

CFY IDOL 12/2024 IA5 19

IMPORTANT TELEPHONE NUMBERS
Customer Services: 0203 1378983

MEDICAL ASSISTANCE

From anywhere in the world Tel: +44330 123 2370

From the United Kingdom Tel: 0330 123 2370

TO MAKE A CLAIM UNDER ALL SECTIONS (EXCEPT UNDER SECTION 10 - GADGET COVER) PLEASE CONTACT:

Tel: 0330 123 3315

Online: www.coverforyou.com/claimonline

TO MAKE A CLAIM UNDER SECTION 10 - GADGET COVER PLEASE CONTACT:

Tel: 0345 0744828

Online: https://bastion.davies-group.com
Email: [email protected]

CFY IDOL 12/2024 IA5 20

MAKING A CLAIM
If you are abroad and need urgent assistance please contact the Emergency Medical Assistance Service on +4430
1232370

HOW TO MAKE A CLAIM FOR ANY OF THE FOLLOWING:

For all claims follow these steps:

1. Find the relevant section listed below and ensure that you have all the claims evidence we require. All claims
evidence must be supplied at your own expense.
2. Register your claim online at www.coverforyou.com/claimonline or telephone the Customer Helpline listed in the
‘Important telephone numbers’ section as soon as reasonably possible with your policy number.

Please remember to keep copies of all correspondence you send to us for your future reference.

CLAIMS EVIDENCE
In all claims you must provide details of any household, travel or other insurance under which you could also claim.

Claims evidence will be at your own expense.

SECTION 1 - CANCELLING OR CUTTING SHORT A TRIP

To make a claim under this section of your policy where relevant you must provide us with:
• Tour Operator’s booking invoice or other evidence of your trip.
• Hospital, doctor, dentist, pharmacist receipts and all receipts for additional expenses
• Tour Operator’s cancellation invoice or unused flight tickets.
• Written confirmation that no refund is available in respect of privately booked accommodation and evidence of
payment for that accommodation.
• Confirmation from a medical practitioner that you or your travelling companion are not fit to travel.
• Confirmation from the Clerk of the Courts office that you are required for Jury Service or as a witness in a court of
law.
• Confirmation from your employer/your travelling companion’s employer of redundancy and period of
employment or leave cancelled.
• A letter from your tour operator’s representative, hotel or accommodation provider where appropriate.
• Confirmation of the delay to Public transport from the company involved.
• Original Police report including crime reference number or incident report, obtained within 24 hours of the
incident or as soon as possible after that.
• Confirmation from a relevant authority that you have been instructed to stay at/return home.
• A copy of a death certificate, where appropriate.

SECTION 2 - MEDICAL EMERGENCY AND REPATRIATION EXPENSES

To make a claim under this section of your policy where relevant you must provide us with:
• Receipts or bills for all in-patient/outpatient treatment or emergency dental treatment received.
• Receipts or bills for taxi fares to or from hospital claimed for, stating details of the date, name and location of the
hospital concerned.
• Proof of your admittance to hospital including the reason why you were admitted.
• Hospital, doctor, dentist, pharmacist receipts and all receipts for additional expenses; and (if travelling in Europe)
a copy of your Global Health Insurance Card (GHIC).
• Receipts or bills or proof of purchase for any other transport, accommodation or other costs, charges or expenses
claimed for, including calls to the Emergency Medical Assistance Service.
• In the event of death, a copy of the death certificate and receipts or bills for funeral, cremation or repatriation
expenses.
• Information and medical history from your GP (if this is requested you may need to sign a release form with your
surgery to obtain this).
• Details of any travel, private medical or other insurance under which you could also claim.

CFY IDOL 12/2024 IA5 21

SECTION 3 - DISRUPTION OR DELAY TO TRAVEL PLANS

To make a claim under this section of your policy where relevant you must provide us with:
• Tour Operator’s booking invoice or other evidence of your trip.
• Tour Operator’s cancellation invoice or unused flight tickets.
• Confirmation from the carrier of the reason and duration of your delay.
• Confirmation from a garage/motoring organisation that breakdown assistance was provided.
• Evidence of service history and/or MOT history for your vehicle.
• Confirmation of the delay to public transport from the company involved.
• Confirmation from the Police (if involved) of the circumstances giving rise to the claim.
• Written confirmation that no refund is available in respect of privately booked accommodation and evidence of
payment for that accommodation.

SECTION 4 – PERSONAL BELONGINGS AND MONEY

To make a claim under this section of your policy where relevant you must provide us with:
• Courier’s report/Property Irregularity Report (PIR) from the carrier (this must be obtained immediately you are
aware of an incident).
• A Police report including crime reference number or incident report, from the local Police in the country where the
incident occurred for all loss, theft or attempted theft
• Proof of purchase (e.g. original receipts, valuations issued prior to the loss, cash withdrawal slips and credit/debit
card statements etc.).
• Written estimate for the cost of repair or written confirmation that the item is damaged beyond repair, where
appropriate.
• Household Contents policy details.
• All travel tickets and tags for submission.
• A letter from the carrier confirming the number of hours your personal baggage was delayed for.

SECTION 5 – LEGAL AND LIABILITY

SECTION 5A - LEGAL EXPENSES AND ASSISTANCE

To make a claim under this section of your policy where relevant you must provide us with:
• Tour Operator’s booking invoice or other evidence of your trip.
• Relevant documentation and evidence to support your claim, including photographic evidence.
• Details of any travel or other insurance under which you could also claim

SECTION 5B - PERSONAL LIABILITY

To make a claim under this section of your policy where relevant you must provide us with:
• Tour Operator’s booking invoice or other evidence of your trip.
• Any claim form, summons, or other legal document as soon as you receive them.
• Any reasonable information or help we need to deal with the case and your claim.

SECTION 6 – PERSONAL ACCIDENT

To make a claim under this section of your policy where relevant you must provide us with:
• Tour Operator’s booking invoice or other evidence of your trip.
• Detailed medical report from your consultant.
• Confirmation of executor or administrator of the estate.
• A copy of a death certificate, where appropriate.

SECTION 7 – WINTER SPORTS

(This section is available as an upgrade, if you have purchased this upgrade this will be shown in your insurance
schedule.)

CFY IDOL 12/2024 IA5 22

To make a claim under this section of your policy, where relevant you must provide us with:
• Tour operator’s booking invoice or other evidence of your trip.
• Tour operator’s cancellation invoice or unused flight tickets.
• A Police report from the local Police in the country where the incident occurred for all loss, theft or attempted
theft.
• A Property Irregularity Report (PIR) from the airline or a letter from the carrier where loss, theft or damage
occurred in their custody.
• All travel tickets and tags for submission.
• Proof of ownership such as an original receipt, valuation or bank or credit card statements, for items lost, stolen or
damaged.
• Repair report.

SECTION 8– CRUISE COVER

(This section is available as an upgrade, if you have purchased this upgrade this will be shown in your insurance
schedule.)

To make a claim under this section of your policy, where relevant you must provide us with:
• Tour operator’s booking invoice or other evidence of your trip.
• Confirmation of the delay to public transport from the company involved.
• Confirmation from the carrier of the reason and duration of your delay.
• Confirmation from a garage/motoring organisation that breakdown assistance was provided.
• Evidence of service history and/or MOT history for your vehicle.
• Written confirmation that no refund is available in respect of privately booked accommodation and evidence of
payment for that accommodation.
• Confirmation from your cruise operator confirming the reason your scheduled port visit was cancelled.
• Confirmation from your ship’s medical officer that you were confined to your cabin and confirming the length of
your confinement.

SECTION 9 – GOLF COVER

(This section is available as an upgrade, if you have purchased this upgrade this will be shown in your insurance
certificate)

To make a claim under this section of your policy where relevant you must provide us with:
• A Police report from the local Police in the country where the incident occurred for all loss, theft or attempted
theft.
• A Property Irregularity Report from the airline or a letter from the carrier where loss, theft or damage occurred in
their custody
• A letter from your tour operator’s representative, hotel or accommodation provider where appropriate.
• Keep all travel tickets and tags for submission.
• Proof of ownership such as an original receipt, valuation or bank or credit card statements, for items lost, stolen or
damaged.
• Repair report where applicable

SECTION 10 – GADGET COVER

To make a claim under this section of your policy where relevant you must provide us with:
• A crime reference number if a theft claim and a lost property number in support of an accidental loss claim.
• Provide us with details of the claim and any other contract, guarantee, warranty or insurance that may apply to the
loss but not limited to household insurance.
• Photo evidence may be requested if relating to a damage claim.

CFY IDOL 12/2024 IA5 23

TABLE OF BENEFITS

Section We will pay you up to (per person/per trip)

Emerald Ruby Diamond
EXCESS - The excess is per person per incident, limited to two excess amounts if more than one insured
person is claiming, per trip.
£95 £50 £50
Section 1 – Cancelling or Cutting Short a Trip
Section 1a - Cancellation or cutting short your trip (This is included as standard)
Section 1a - Cancellation or cutting short your trip £1,500 £3,000 £6,000
Section 1b – Travel Disruption Cover (Only included if you have purchased Travel Disruption Cover. If you have
purchased this cover it will be shown on your policy schedule )
Extended cancelling or cutting short a trip £1,500 £3,000 £6,000
Section 2 - Medical Emergency and Repatriation Expenses
Medical emergency and other expenses £15,000,000 £15,000,000 £15,000,000
Emergency Dental £400 £400 £400
Hospital benefit (per 24 hours) * £50 £50 £50
Hospital benefit (total) * £2,000 £2,000 £2,000
Pet care (per 24 hours) £25 £35 £50
Pet care (total) £250 £350 £500
Section 3 - Disruption Or Delay To Travel Plans
Section 3a - Disruption Or Delay To Travel Plans (This is included as standard)
Missed departure * £500 £500 £500
Travel delay benefit (per 12 hours) * £50 £50 £50
Travel delay benefit (total) * £100 £250 £350
Section 3b – Extended Disruption Or Delay To Travel Plans (Only included if you have purchased Travel
Disruption Cover. If you have purchased this cover it will be shown on your policy schedule)
Extended Missed Departure £250 £500 £1,000
Extended Delayed Arrival (per 12 hours) £35 £35 £35
Extended Delayed Arrival (total) £100 £200 £350
Travel Disruption £1,500 £3,000 £6,000
Reasonable Additional Expenses £150 £300 £600
Section 4 - Personal Belongings and Money
Baggage ** £1,250 £2,000 £3,000
Single article limit £300 £300 £500
Valuables ** £300 £300 £500
Delayed baggage (after 12 hours) * £50 £100 £150
Delayed baggage (total) * £250 £400 £450
Personal Money £200 £300 £500
Cash £400 £500 £500
Cash (under 18)* £25 £50 £75
Important documents £100 £100 £300
Section 5 - Legal and Liability

CFY IDOL 12/2024 IA5 24

Section We will pay you up to (per person/per trip)
Emerald Ruby Diamond
Legal expenses and assistance * £20,000 £30,000 £30,000
Personal Liability £1,000,000 £1,500,000 £2,000,000
Section 6 - Personal Accident
Death (aged under 16 or over 75) * £1,000 £1,000 £1,000
Death (aged 16 - 75) * £5,000 £10,000 £20,000
Loss of Limbs and/or Loss of Sight (aged 16 - 75) * £5,000 £10,000 £15,000
Permanent Total Disablement (aged 16 - 75) * £5,000 £10,000 £20,000
Section 7 – Winter Sports (this section is optional, if you have purchased this cover it will be shown on your
policy schedule)
Ski equipment (owned) £500 £750 £1,000
Ski equipment (hired) £150 £200 £400
Single article limit £250 £375 £500
Ski equipment hire (per 24 hours) * £15 £20 £25
Ski equipment hire (total) * £250 £400 £500
Ski pack (per 24 hours) * £15 £20 £25
Ski pack (total) * £250 £500 £750
Piste closure (per 24 hours) * £15 £20 £25
Piste closure (total) * £250 £400 £500
Avalanche and Landslide cover (per 24 hours) * £15 £20 £25
Avalanche and Landslide cover (total) * £250 £400 £500
Section 8 – Cruise Cover (this section is optional, if you have purchased this cover it will be shown on your
policy schedule)
Missed port departure £500 £500 £500
Missed port (per port) * £25 £50 £100
Missed port (total) * £125 £250 £500
Cabin confinement (per 24 hours) * £50 £50 £50
Cabin confinement (total) * £2,000 £2,000 £2,000
Baggage ** £2,500 £3,000 £3,500
Single article limit £400 £500 £750
Valuables ** £500 £500 £500
Unused excursions £300 £500 £750
Section 9– Golf Cover (this section is optional, if you have purchased this cover it will be shown on your policy
schedule)
Golf equipment £1,000 £1,500 £2,000
Single article limit £250 £375 £500
Golf equipment hire (per 24 hours) * £25 £40 £50
Golf equipment hire (total) * £250 £400 £500
Green fees (per 24 hours) * £25 £40 £50
Green fees (total) * £250 £400 £500
Section 10a - Gadget cover
Accidental damage, theft and loss Nil Nil Nil

CFY IDOL 12/2024 IA5 25

Section We will pay you up to (per person/per trip)
Emerald Ruby Diamond
Accessories Limit Nil Nil Nil
Section 10b – Gadget Cover Extension (this section is optional, if you have purchased this cover it will be
shown on your policy schedule)
Option 1 £1,000 £1,000 £1,000
Single Article Limit £1,000 £1,000 £1,000
Option 2 £2,000 £2,000 £2,000
Single Article Limit £1,500 £1,500 £1,500
Option 3 £3,000 £3,000 £3,000
Single Article Limit £1,500 £1,500 £1,500
Unauthorised Usage £2,500 £2,500 £2,500
Accessories Limit £150 £150 £150

*No excess is applicable for sections marked

**Claims settled on a new for old basis

CFY IDOL 12/2024 IA5 26

EXCLUSIONS AND CONDITIONS
These conditions apply throughout your policy. You must comply with them to have the full protection of your policy.
If you do not comply with them we may take one or more of the following actions:
• cancel your policy
• declare your policy void (treating your policy as if it never existed)
• change the terms and/or premium of your policy
• refuse to deal with all or part of any relevant claim or reduce the amount of any relevant claim payment.

1. Providing accurate and complete information

When taking out, renewing or making changes to this policy, you must take reasonable care to provide accurate and
complete answers to all questions. We may ask you to provide further information and/or documentation to ensure
that the information you provided when taking out, making changes to or renewing your policy was accurate and
complete. Failure to do this may impact or invalidate any claim you make.

2. Changes in your circumstances

You must tell us as soon as reasonably possible if your circumstances change or if any of the information shown in
your policy schedule changes during the insurance period.

3. We may not pay your claim if you do not:

•Take all possible care to safeguard against accident, injury, loss, damage or theft.
•Give us full details of any incident which may result in a claim under your policy as soon as is reasonably possible.
•Pass on to us every claim form, summons, legal process, legal document or other communication in connection
with the claim.
• Provide all information and assistance that we may reasonably require at your expense (including, where
necessary, medical certification and details of your household insurance). We will only ask for information
relevant to your claim.

4. You must not admit liability for any event, or offer to make any payment, without our prior written consent.

5. The terms of your policy can only be changed if we agree. We may require you to pay an additional premium
before making a change to your policy.

6. You must start each trip from your home and return to your home the end of each trip.

7. You agree that we can:

• Make your policy void where any claim is proven to be fraudulent.
• Share information with other insurers to prevent fraudulent claims via a register of claims. A list of participants
is available on request. Any information you supply on a claim, together with information you have supplied at
inception of your policy and other information relating to a claim, may be provided to the register participants.
• Take over and act in your name in the defence or settlement of any claim made under your policy.
• Take over proceedings in your name but at our expense to recover for our benefit the amount of any payment
made under your policy.
• Obtain information from your medical records (with your permission) for the purpose of dealing with any
cancellation or medical claims. No personal information will be disclosed to any third party without your prior
approval.

8. We will not pay you more than the amounts shown in the policy limits and excesses section, these are subject to
per person and per trip limits.

9. You agree that we only have to pay a proportionate amount of any claim where there is another insurance policy
in force covering the same risk. You must give us details of such other insurance.

10. No insurer shall be deemed to provide and no insurer shall be liable to pay any claim or provide any benefit
hereunder to the extent that the provision of such cover, payment or such claim of such benefit would expose
that insurer to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic
sanction, laws or regulations of the European Union, UK or United States of America.

CFY IDOL 12/2024 IA5 27

GENERAL EXCLUSIONS APPLYING TO YOUR POLICY
Your policy does not cover you for any claim directly or indirectly resulting from any of the following:

1. Under all sections, any claim arising from a reason not listed under What is covered.
2. Pre-existing medical conditions as described in Pre-existing medical conditions section unless we have
agreed in writing to cover you.
3. Any claims where you were not fit to undertake your trip when booking your trip or purchasing your policy
whichever is the later.
4. Your failure to obtain any recommended vaccines, inoculations or medications prior to your trip.
5. Your inability to travel due to your failure to hold, obtain or produce a valid passport or any required visa in time
for the booked trip.
6. Events which are caused by any of the following which were already taking place at the beginning of any trip or
prior to purchasing your policy or booking your trip
• war,
• invasion,
• acts of foreign enemies,
• hostilities or
• warlike operations (whether war be declared or not),
• civil war,
• terrorist action,
• rebellion,
• evolution,
• insurrection,
• civil commotion and/or
• civil unrest assuming the proportions of or amounting to an uprising, military or usurped power
• Nuclear, chemical or biological attack.
7. Your travel to a country, specific area or event when the Travel Advice Unit of the Foreign, Commonwealth &
Development Office (FCDO) or regulatory authority in a country to/from which you are travelling has advised
against all or all but essential travel (cover will be excluded under all sections other than claims arising from
new FCDO advice resulting in you not being able to travel or cutting short the trip before completion, as
provided for under Section 1 - Cancelling or cutting short a trip). For example if you book a trip to an area the
FCDO has advised against all or all but essential travel and that advice was in place when you booked and you
have to claim, no cover will be in place.
8. Confiscation or destruction of property by any Customs, Government or other Authority of any country.
9. Engaging in sports or activities which are not covered on your policy, there are many sports and activities which
are covered as standard under the policy, please refer the Sports and Activities Section.
10. Your wilfully self-inflicted injury or illness.
11. Any claim related to euthanasia.
12. You are not covered for any claim arising directly or indirectly from:
• Your consumption of alcohol, drugs and/or solvents impairing your physical ability and/or judgement.
• You abusing alcohol, drugs and/or solvents.
• You suffering from the symptoms of or illness due to alcohol, drug and/or solvent dependence and/or
withdrawal.
13. You putting yourself at needless risk (except in an attempt to save human life).
14. Your own unlawful action or any criminal proceedings against you.
15. Where you have selected an annual multi trip or a multi trip policy, if any trip exceeds the maximum days allowed
there is no cover under this policy for any additional days.
The maximum trip duration is dependent upon the level of cover you have selected:
• Emerald – 32 consecutive days
• Ruby – 45 consecutive days
• Diamond – 62 consecutive days
16. Your manual work involving the lifting or carrying of heavy items in excess of 25 kgs, use of power tools or
machinery, work involving the use of scaffolding or ladders, working at a height above 6m, any electrical or
construction work or any form of work underground

CFY IDOL 12/2024 IA5 28

17. Any other loss, damage or additional expense following on from the event for which you are claiming, unless
we provide cover under this insurance, this includes any claim for loss of enjoyment for any trip. Examples of
such loss, damage or additional expense would be the cost of replacing locks after losing keys, costs incurred in
preparing a claim, loss of earnings following injury, illness or disease or not being able to enjoy the trip due to
poor weather.
18. Any amount recoverable from any other source.
19. You gaining access to controlled or restricted areas and/or the unauthorised use of swimming pools outside of
the specified opening times. When travelling you must adhere to the guidelines issued for controlled areas,
swimming pools etc.
20. You climbing on or jumping from a vehicle, building, bridge, scaffolding, balcony or climbing or moving from any
part of any building to another (apart from stairs, ramps or walkways) and falling, regardless of the height, unless
your life is in danger or you are attempting to save human life.
21. Any claim where you are not wearing a helmet whilst on a motorcycle, moped, scooter, Segway or bicycle.
22. Any claim where you are not wearing a seatbelt when travelling in a motor vehicle, where a seatbelt is available.
23. Any person not insured or named on this policy. This policy is not intended to cover any costs which relate to
anybody not insured on this policy; with this in mind please ensure that all persons travelling have sufficient
insurance to cover their needs. This applies even where you have paid for the additional costs for example, if you
have paid for another persons travel or accommodation costs. The only exception to this is if cover is agreed
for someone to remain with you in the event of an illness or injury and the Medical Assistance team agree for
another person to remain with you.
24. Any virtual currency including but not limited to crypto-currency, including fluctuations in value.
25. Loss or damage due to depreciation (loss in value), variations in exchange rate.
26. Failure of air traffic control, airport computer systems or any travel booking systems, including loss of access, use,
loss of data and system failure caused by a Cyber attack.

CFY IDOL 12/2024 IA5 29

SECTION 1 - CANCELLING OR CUTTING SHORT A TRIP
INTRODUCTION

The purpose of this section is to help you if you have to cancel or cut short your trip as a result of one of the
reasons listed below under the heading of ‘What is covered’. However, under certain circumstances, your tour
operator or transport provider may be responsible for refunding your costs. If the loss you have suffered is covered
by the compensation scheme of your tour operator or transport provider we will not provide cover for it under this
policy. You may also be covered by your credit/debit card provider if the services you’ve paid are not provided as
agreed e.g. if company becomes insolvent.

For further information on the cover provided by your tour operator, your airline or your credit/debit card provider
please contact them directly.

The Denied Boarding Regulation (Regulation 261/2004 EC)

You may be entitled to compensation from your airline under The Denied Boarding Regulation (Regulation 261/2004
EC) if your flight:
• Departs from an EU airport, it can be operated by any airline, and/or
• Arrives at an EU airport and is operated by an EU airline

The regulation establishes the minimum rights for air passengers to ensure they are treated fairly in the event of one
of the following:
1. Denied Boarding - Have you been denied boarding because the airline did not have enough seats on the flight?
2. Cancelled Flight - Has your flight been cancelled?
3. Long Delays - Has your flight been delayed for three hours or more?
4. Baggage - Has your checked-in baggage been damaged, delayed or lost?
5. Injury and Death by Accident(s) - Have you been injured during your flight?
6. Package Holidays - Did you get what you booked?

For full details of your entitlements, visit

Delays and cancellations | UK Civil Aviation Authority (caa.co.uk)

COVER FOR CANCELLING A TRIP

We will pay you up to the amount shown in the Table of Benefits for your proportion only of your irrecoverable
unused travel and accommodation costs and other pre-paid charges if you have to cancel your trip following any of
the reasons which are shown below.

COVER FOR CUTTING SHORT YOUR TRIP

We will pay you up to the amount shown in the Table of Benefits for your proportion only of your unused travel and
accommodation costs and other pre-paid charges together with any reasonable additional travel and expenses if
you have to cut short your trip following any of the reasons which are shown below

If you need to cancel or cut short your trip, any pre-paid charge relating to Winter Sports will only be covered if
you have paid the premium for the additional cover.

WHAT IS COVERED, SECTION 1A – CANCELLING OR CUTTING SHORT A TRIP

If you need to cancel or cut short your trip, for any reasons listed in the table below are covered as standard.

COVER FOR THE FOLLOWING EVENTS:

• The death, injury, illness, disease, or pregnancy complication of you, your travel companion, your close
relative or your colleague
• Compulsory personal quarantine, jury service attendance or being called as a witness at a Court of Law (other
than in an advisory or professional capacity) of you or your travelling companions or the Police or other
authorities requesting you to stay at or return home
• Redundancy of you or your travel companion

CFY IDOL 12/2024 IA5 30

• You or your travel companion have leave withdrawn and are a member of the Armed Forces (including reserves
and territorial), Emergency Services, medical or nursing professions (in the public sector) or Senior employees of
the Government
• Cancellation only - The Travel Advice Unit of the Foreign, Commonwealth & Development Office (FCDO) or other
regulatory authority in a country which you are travelling to advising against all travel or all but essential travel
within 21 days of your departure date, but not including where advice is issued due to a pandemic or regional
quarantine
• Cutting short your trip - The Travel Advice Unit of the Foreign, Commonwealth & Development Office (FCDO) or
other regulatory authority in a country in which you are travelling in advising you to evacuate or return to your
home area, providing the advice came into force during your trip
• No suitable alternative public transport is provided within 12 hours of the scheduled time of departure following
delay or cancellation of your public transport at the final departure point to or from the UK

WHAT IS COVERED, SECTION 1B – EXTENDED CANCELLING OR CUTTING SHORT A TRIP

If you need to cancel or cut short your trip, for any reason listed below you will only be covered if you have
purchased Travel Disruption Cover. If you have purchased this cover it will be shown on your policy schedule.

COVER FOR THE FOLLOWING EVENTS:

• Insolvency of the accommodation providers or their booking agents or catastrophe

• Cancellation only - No suitable alternative public transport is provided within 12 hours of the scheduled time of
departure following delay or cancellation of your public transport, or you being involuntarily denied boarding
(because there are too many passengers for the seats available)
• Theft of your passport and/or visa within the 72 hours before your scheduled time of departure if you are due to
travel outside your home area or during your trip meaning you are unable to continue your trip
• Cancellation only - Failing to arrive at the international departure point in time to board the public transport on
which you are booked to travel, and you are unable to arrange alternative public transport which results in you
missing 50% or more of your trip, as result of:
a. the failure of other public transport or
b. an accident to or breakdown of the vehicle in which you are travelling or
c. an accident, breakdown or an unexpected traffic incident happening which causes an unexpected delay or
adverse weather conditions
• Cancellation only - Your public transport provider rearranging your departure or return within 7 days of your
original planned departure and the new schedule means you missing 50% or more of your trip.

SPECIAL CONDITIONS RELATING TO CLAIMS

Special conditions are important in the event of a claim. If you are unable to show they have been followed this may
affect your ability to claim.
1. You must get the prior approval of the Emergency Medical Assistance Service to confirm it is necessary to return
home prior to having to cut short your trip for any of the reasons listed above.
2. If you fail to notify the travel agent, tour operator or provider of transport or accommodation as soon as you find
out it is necessary to cancel the trip, the amount we will pay will be limited to the cancellation charges that would
have otherwise applied.

WHAT IS NOT COVERED

1. Any claim where you have been unable to evidence your loss, please refer to the claims evidence section.
2. Circumstances known to you before you purchased your policy or at the time of booking any trip which could
reasonably have been expected to lead to cancelling or cutting short of the trip.
3. The cost of your unused original tickets where you or we have paid for you to come home following cutting
short your trip. In addition if you have not purchased a return ticket, we will not cover any costs incurred whilst
returning you to your home unless agreed by the Emergency Medical Assistance Service.
4. The cost of Air Passenger Duty (APD) at the rate published by HMRC, whether irrecoverable or not.
5. Pre-existing medical conditions as described in the Pre-existing medical conditions section unless we have agreed
in writing to cover you
6. Any claims for redundancy that are voluntary, including compromise agreement or resignation. We will also not
cover misconduct or dismissal.

CFY IDOL 12/2024 IA5 31

7. Costs paid for using any reward scheme (for example Avios or supermarket loyalty points) unless evidence of
specific monetary value can be provided.
8. Any property maintenance costs or fees incurred by you as part of your involvement in a Timeshare or Holiday
Property Bond scheme.
9. Any cancellation claims relating to loss or theft of your passport or visa if left unattended at any time, unless
stored securely in your home. During your trip you will not be covered to cut short your trip due to loss of
your passport unless it was deposited in a safe, safety deposit box or left in locked accommodation.
10. Any unused or additional costs incurred by you which are recoverable from:
a. The providers of the accommodation, their booking agents, travel agent or compensation scheme.
b. The providers of the transportation, their booking agents, travel agent, compensation scheme or ATOL.
c. Your credit or debit card provider or Paypal.
11. Any claim where you cannot travel or choose not to travel because the Foreign, Commonwealth & Development
Office (or any other equivalent government body in another country) advises against travel due to a pandemic.
12. Any costs for your Package holiday if it was cancelled by your travel provider or you were unable to travel due to
a change in FCDO travel advice
13. Denied boarding due to your anti-social behaviour, drug use, alcohol or solvent abuse or your inability to provide
any valid important documents or other documentation required by the Public Transport operator or their
handling agents.
14. Pregnancy, without any accompanying pregnancy complication. This policy excludes any costs incurred as a result
of normal pregnancy or childbirth. This section is designed to provide cover for unforeseen events, accidents,
illnesses and diseases and normal childbirth would not constitute an unforeseen event.
15. The death or illness of any pet or animal.
16. Any claim where you cannot travel or choose not to travel because the Foreign, Commonwealth & Development
Office (or any other equivalent government body in another country) advises against travel due to a pandemic.
17. Any claim due to a regional quarantine.
18. Any claim from you not wanting to travel due to the need to quarantine on return to your home area.
19. Your inability to travel due to you not producing vaccine certificates, medical tests/documents which are needed
to travel.
20. Any additional costs for tests/documentation the government or other regulatory authority introduce and are
needed in order for you to travel to/from/in your destination or to return to your home area regardless of
whether you knew when booking or not.
21. Any claim under section 1b if you have not purchased Travel Disruption Cover and it is not shown on your policy
schedule.
22. Anything mentioned in the Exclusions and Conditions Section which are applicable to all sections of the policy.
23. Your unused and/or additional travel costs where the cancellation or delay is caused by the insolvency of the
public transport operator.

CFY IDOL 12/2024 IA5 32

SECTION 2 - MEDICAL EMERGENCY AND REPATRIATION EXPENSES
INTRODUCTION

The purpose of this section is to help you if you require unforeseen emergency medical treatment whilst on a trip.
Under certain circumstances, you may be covered by a reciprocal health agreement, you can find out more about
these under the Reciprocal Health Agreement Section.

WHAT IS COVERED

We will pay you up to the amount shown in the Table of Benefits for the following expenses which are necessarily
incurred during a trip as a result of you suffering unforeseen injury due to an accident, illness, disease and/or
personal quarantine:

1. Emergency medical, surgical, hospital, ambulance and medical fees and charges incurred outside of your home
area.
2. Emergency dental treatment for the immediate relief of pain only incurred outside of your home area.
3. Up to the amount shown in the Table of Benefits for every complete 24 hour period you are in hospital or
confined to your accommodation on the advice of a medical practitioner and towards meal expenses for a
nominated person who is staying or travelling with you.
• An additional benefit is payable if you incur additional kennel or cattery fees.
4. Costs of telephone calls to and from the Emergency Medical Assistance Service notifying and dealing with the
problem for which you are able to provide evidence.
5. The cost of taxi fares for your travel to or from hospital relating to your admission, discharge or attendance for
outpatient treatment or appointments and/or for collection of medication prescribed for you.
6. If you die outside your home area the cost of funeral expenses abroad plus the cost of returning your ashes or
your body to your home. If you die on a trip within your home area the reasonable additional cost of returning
your ashes or body to your home.
7. Additional transport and/or accommodation expenses incurred, up to the standard of your original booking, if it
is medically necessary for you to stay beyond your scheduled return date.
This includes, with the prior authorisation of the Emergency Medical Assistance Service:
a. Reasonable additional transport and/or accommodation expenses for someone to stay with you or travel to
you from the UK or escort you home.
b. Additional travel expenses to return you to your home or a suitable hospital nearby if you cannot use the
return ticket.
c. Reasonable additional accommodation expenses if you have to move accommodation nearer the hospital
following the extended stay.
d. Reasonable taxi or hire car costs for your travel to and from the hospital only.
8. With the prior authorisation of the Emergency Medical Assistance Service, the additional costs incurred in the
use of air transport or other suitable means, including qualified attendants, to repatriate you to your home if it is
medically necessary. These expenses will be for the identical class of travel utilised on the outward journey unless
the Emergency Medical Assistance Service agree otherwise, if the Emergency Medical Assistance Service confirm
an alternative method of travel is required this will only apply for the ill or injured insured person.
9. Reasonable costs for one person or a specialist vehicle recovery company to collect and return your vehicle if
you were not able to drive the vehicle to your home following your illness/injury/death.

SPECIAL CONDITIONS RELATING TO CLAIMS

Special conditions are important in the event of a claim. If you are unable to show they have been followed this may
affect your ability to claim.
1. You must tell the Emergency Medical Assistance Service as soon as possible of any injury due to an accident,
illness or disease which requires your admittance to hospital as an in-patient or before any arrangements are
made for your repatriation.
2. If you suffer injury due to an accident, illness or disease we reserve the right to move you from one hospital
to another and/or arrange for your repatriation to the UK at any time during the trip. We will do this, if in the
opinion of the Emergency Medical Assistance Service or us (based on information provided by the medical
practitioner in attendance), you can be moved safely and/or travel safely to your home area or a suitable
hospital nearby to continue treatment.
3. This is not a private medical insurance policy. The intention of this section is to pay for emergency medical/
surgical/dental treatment only and not for treatment or surgery that can be reasonably delayed until your return

CFY IDOL 12/2024 IA5 33

to your home area. Our decisions regarding the treatment or surgery that we will pay for (including repatriation
to your home area) will be based on this.

If you do not accept our decisions and do not want to be repatriated, then we will not provide any cover under the
following sections:
• Section 1 - Cancelling or cutting short a trip
• Section 2 - Medical emergency and repatriation expenses
• Section 6 - Personal accident
• Section 8 – Cruise cover

We will then refuse to deal with claims from you for any further treatment and/or your repatriation to your home
area.

Cover for you under all other sections will continue for the remainder of your trip.

WHAT IS NOT COVERED

1. Any claim where you have been unable to evidence your loss, please refer to the claims evidence section.
2. Any claim caused by participating in a sport or activity where the policy doesn’t cover the sport or activity which
you are taking part in.
3. Any claim caused by participating in a winter sports activity unless you have purchased the upgrade and it is
shown as purchased in your schedule
4. Pregnancy, without any accompanying pregnancy complication. This policy excludes any costs incurred as
a result of normal pregnancy or childbirth. This section is designed to provide cover for unforeseen events,
accidents, illnesses and diseases and normal childbirth would not constitute an unforeseen event.
5. Pre-existing medical conditions as described in the pre-existing medical conditions section unless we have
agreed in writing to cover you.
6. The cost of your unused original tickets where you or we have paid for you to come home following cutting
short your trip or had to extend your trip. In addition if you have not purchased a return ticket, we will deduct
the cost of an economy flight (based on the cost on the date you come home) from any costs we have incurred
whilst returning you to your home.
7. Any claims arising directly or indirectly from:
a. The cost of treatment or surgery, including exploratory tests, which are not related to the injury due to an
accident or illness which necessitated your admittance into hospital.
b. Any expenses which are not usual, reasonable or customary to treat your injury due to an accident, illness or
disease.
c. Any form of treatment or surgery which in the opinion of the Emergency Medical Assistance Service or us
(based on information provided by the medical practitioner in attendance), can be delayed reasonably until
your return to your home area.
d. Expenses incurred in obtaining, replenishing or replacing medication, which you know you will need at
the time of departure or which will have to be continued whilst on your trip. Where possible and with the
agreement of your medical practitioner, you should always travel with plenty of extra medication in case of
travel delays.
e. Additional costs arising from single or private room accommodation.
f. Treatment or services provided by a health spa, convalescent, physiotherapist or nursing home or any
rehabilitation centre unless agreed by the Emergency Medical Assistance Service.
g. Any costs incurred by you to visit another person in hospital or costs incurred by others to visit you in hospital.
h. Any expenses incurred after you have returned to your home area.
i. Any expenses incurred in the UK :
i. for private treatment, or
ii. which are funded by, or are recoverable from the Health Authority in your usual country of residence, or
iii. which are funded by a reciprocal health agreement between these countries and/or islands.
j. Expenses incurred as a result of a tropical disease where you have not had the NHS recommended
inoculations and/or not taken the NHS recommended medication.
k. Any expenses incurred after the date on which we attempt to move you from one hospital to another and/or
arrange for your repatriation but you decide not to be moved or repatriated.
8. Expenses incurred for medical tests required in the area you are travelling to/in/from or returning to your
home area, or by the public transport provider (unless specifically needed for a repatriation arranged by our

CFY IDOL 12/2024 IA5 34

Emergency Assistance Line).
9. Anything mentioned in the Exclusions and Conditions Section which are applicable to all sections of the policy.

You should also refer to the Pre-existing medical conditions section.

CFY IDOL 12/2024 IA5 35

SECTION 3 - DISRUPTION OR DELAY TO TRAVEL PLANS
INTRODUCTION

The purpose of this section is to help you if you experience certain disruptions to your travel plans and you are left
out of pocket. However, under certain circumstances, your tour operator or transport provider may be responsible
for providing assistance and compensation. If the loss you have suffered is covered by the compensation scheme
of your tour operator or transport provider we will not provide the same cover under this policy. You may also
be covered by your credit/debit card provider if the services you’ve paid for are not provided as agreed e.g. if a
company becomes insolvent.

For further information on the cover provided by your tour operator, your airline or your
credit/debit card provider please contact them directly.

The Denied Boarding Regulation (Regulation 261/2004 EC)

You may be entitled to compensation from your airline under The Denied Boarding Regulation (Regulation 261/2004
EC) if your flight:
• Departs from an EU airport, it can be operated by any airline, and/or
• Arrives at an EU airport and is operated by an EU airline

The regulation establishes the minimum rights for air passengers to ensure they are treated fairly in the event of one
of the following:
1. Denied Boarding - Have you been denied boarding because the airline did not have enough seats on the flight?
2. Cancelled Flight - Has your flight been cancelled?
3. Long Delays - Has your flight been delayed for three hours or more?
4. Baggage - Has your checked-in baggage been damaged, delayed or lost?
5. Injury and Death by Accident(s) - Have you been injured during your flight?
6. Package Holidays - Did you get what you booked?
7. For full details of your entitlements, visit Delays and cancellations | UK Civil Aviation Authority (caa.co.uk)

WHAT IS COVERED, SECTION 3A – DISRUPTION OR DELAY TO TRAVEL PLANS

MISSED DEPARTURE

If you fail to arrive at the departure point in time to board the public transport on which you are booked to travel as
a result of:
a. the failure of other public transport or
b. an accident to or breakdown of the vehicle in which you are travelling or
c. an accident, breakdown or an unexpected traffic incident happening which causes an unexpected delay or
d. strike or adverse weather conditions,

Then we will pay you up to the amount shown in the Table of Benefits for reasonable additional accommodation
(room only) and public transport costs (economy only) so that you may continue your trip.

DELAYED ARRIVAL

We will pay you up to the amount shown in the Table of Benefits if you arrive more than 12 hours later than planned
at your destination due to a delay of public transport at the final departure point to or from the UK for:
1. Each period of delay up to the maximum shown (to help you pay for telephone calls, meals and refreshments
purchased during the delay)
2. A proportion of any unused travel and accommodation costs.

WHAT IS COVERED, SECTION 3B – DISRUPTION OR DELAY TO TRAVEL PLANS EXTENDED DISRUPTION OR

DELAY TO TRAVEL PLANS

If your trip is disrupted for any reason listed below you will only be covered if you have purchased Travel Disruption
Cover. If you have purchased this cover it will be shown on your policy schedule.

CFY IDOL 12/2024 IA5 36

EXTENDED MISSED DEPARTURE

If you are involuntarily denied boarding and no suitable alternative is offered within the timeframe shown in the
Table of Benefits then we will pay you up to the amount shown in the Table of Benefits for reasonable additional
accommodation (room only) and public transport costs (economy only) so that you may continue your trip.

EXTENDED DELAYED ARRIVAL

If you arrive more than 12 hours later than planned at your destination due to a delay of public transport we will
pay you up to the amount shown in the Table of Benefits for:
1. Each period of delay up to the maximum shown (to help you pay for telephone calls, meals and refreshments
purchased during the delay)
2. A proportion of any unused travel and accommodation costs.

TRAVEL DISRUPTION

We will pay you up to the amount shown in the Table of Benefits for your reasonable additional accommodation and
public transport travel expenses (up to the standard of your original booking) so that you may continue your trip If
your trip is disrupted due to:
a. a catastrophe or
b. the insolvency of the accommodation provider or their booking agents or
c. no suitable alternative public transport is provided within 12 hours of the scheduled time of departure following
delay or cancellation of your public transport
d.   you are involuntarily denied boarding and no suitable alternative is offered within the timeframe shown in the
Table of Benefits.

SPECIAL CONDITIONS RELATING TO CLAIMS

Special conditions are important in the event of a claim. If you are unable to show they have been followed this may
affect your ability to claim.

1. You must seek financial compensation, assistance or a refund of your costs from your travel provider and invoke
your rights under EU Air Passenger Rights legislation in the event of cancellation or delay of flights if applicable.
2. You must allow enough time to arrive at the departure point and check in for your outward or return journey

WHAT IS NOT COVERED

1. Any claim where you have been unable to evidence your loss, please refer to the claims evidence section.
2. The cost of Air Passenger Duty (APD) at the rate published by HMRC, whether irrecoverable or not.
3. Any strike or adverse weather that was publicly announced prior to you purchasing your policy or within 7 days
of booking any trip.
An example of publicly announced adverse weather would be the point which an impending weather event is
officially named by the Met Office, Environment Agency or any similar body.
4. Any unused or additional costs incurred by you which are recoverable from:
a. The providers of the accommodation, their booking agents, travel agent or compensation scheme.
b. The providers of the transportation, their booking agents, travel agent, compensation scheme or ATOL.
c. Your credit or debit card provider or Paypal.
5. Any travel and accommodation costs, charges and expenses where the public transport operator has offered
reasonable alternative travel arrangements within the timeframe shown in the Table of Benefits of the scheduled
time of departure.
6. Claims arising from:
a. Breakdown of any vehicle owned by you which has not been maintained in accordance with manufacturer’s
instructions or in the event of an accident or breakdown when a repairers report is not provided.
b. Any costs incurred as a result of you not planning your journey correctly, you must allow enough time to
complete your journey and arrive at the time stipulated by the travel provider.
c. Any property maintenance costs or fees incurred by you as part of your involvement in a Timeshare or Holiday
Property Bond scheme are not covered.
d. Any inbound public transport cancelled by a provider due to you missing your outbound public transport.

CFY IDOL 12/2024 IA5 37

7. Any costs associated with rearranging your travel plans due to the public transport provider changing their
scheduled timings which in turn impacts your planned itinerary.
8. Any claim where you were unable to take your public transport due to delays in security and/or customs.
9. Any costs for your Package holiday if it was cancelled by your travel provider or you were unable to travel due
to a change in FCDO travel advice
10. Your inability to travel due to you not producing vaccine certificates, medical tests/documents which are needed
to travel.
11. Any claim under Section 3b – Disruption or delay to travel plans Extended Disruption or delay to travel plans if
you have not purchased Travel Disruption Cover and it is not shown on your policy schedule.
12. Anything mentioned in the Exclusions and Conditions Section which are applicable to all sections of the policy.
13. Your unused and /or additional travel costs where the cancellation or delay is caused by the insolvency of the
public transport operator.

CFY IDOL 12/2024 IA5 38

SECTION 4 - PERSONAL BELONGINGS AND MONEY
INTRODUCTION

The purpose of this section is to help you in the event of something happening to your suitcases (or containers of a
similar nature), their contents, sports equipment and your personal money. Below explains the cover we provide if
your articles are lost, stolen or damaged.

WHAT IS COVERED

1. We will pay you up to the amount shown in the Table of Benefits for the following items if they are accidentally
lost, damaged or stolen whilst on your trip.
a. Baggage
b. Valuables
c. Replacement of essential items if temporary lost in transit for at least 12 hrs/delayed for at least 12hrs due to
carrier error during the outward journey.
d. Personal money
e. Cash
If you have to claim you will be entitled to the full replacement cost of your items, with no depreciation or
deductions for wear and tear.
2. We will pay you up to the amount shown in the Table of Benefits to obtain a replacement of your important
documents including your passport which have been lost, damaged or stolen whilst outside of your home area.
This is to enable you to return home or continue your trip.

The intention of this is to help pay for travel and accommodation costs in getting to the embassy to obtain
suitable replacements. You must check whether any temporary documentation will enable you to continue your
planned trip.

SPECIAL CONDITIONS RELATING TO CLAIMS

Special conditions are important in the event of a claim. If you are unable to show they have been followed this may
affect your ability to claim.
1. You must report any theft to the Police in the country where the theft occurred as soon as possible and get a
crime reference number or incident report.
2. You must report any loss, theft or damage while in the care of a carrier, transport company, authority, hotel or
accommodation provider and get a written record of the event.
3. If any items are lost, stolen or damaged whilst in the care of an airline you must report this within the time limit
contained in their terms and conditions and get a Property Irregularity Report.

WHAT IS NOT COVERED

1. Any claim where you have been unable to evidence your loss, please refer to the claims evidence section.
2. Any claim for sports equipment where the policy doesn’t cover the sport or activity which you are taking part in.
3. Any claim for ski equipment (please refer to Section 7 – Winter sports if you have paid the premium for the
additional cover).
4. Any claims for golf equipment (please refer to Section 9 – Golf Cover if you have paid the premium for the
additional cover)
5. Any claim for Gadgets (please refer to Section 10 - Gadget cover if you have paid the premium for the additional
cover).
6. Loss, theft of or damage to valuables, cash, important documents or personal money left unattended at any
time unless deposited in a safe, safety deposit box or left in locked accommodation.
7. Loss, theft of or damage to baggage and sports equipment contained in an unattended vehicle unless it is
locked out of sight in a secure baggage area (being a locked dashboard, boot or luggage compartment, fixed
storage unit of a motorised or towed caravan, locked luggage box which is locked to a roof rack) and entry has
been gained by unauthorised access.
8. Loss, theft or damage:
a. Due to delay, confiscation or detention by customs or any other authority,
CFY IDOL 12/2024 IA5 39
b. To motor accessories (excluding keys which are covered only for a car which is owned by you),
c. To tobacco products, tobacco substitutes and perishable goods (such as food and drinks)
d. Mechanical or electrical breakdown.
9. Any virtual currency including but not limited to crypto-currency, including fluctuations in value.
10. Anything mentioned in the Exclusions and Conditions Section which are applicable to all sections of the policy.

CFY IDOL 12/2024 IA5 40

SECTION 5 - LEGAL AND LIABILITY
INTRODUCTION

This section is split in to two parts.

The purpose of the Legal expenses and assistance section is to help you in the event you need to claim
compensation if someone else causes you illness, injury or death.

The purpose of the Personal liability section is to help you in the event you are found liable for damage to someone
else’s property or cause another person illness, injury or death.

SECTION 5A - LEGAL EXPENSES AND ASSISTANCE

Words with special meanings in this section (which are shown in italics)

Lawyer
Means the legal representative or other appropriately qualified person acting for you. You have the right to choose
the lawyer acting for you in the following circumstances:
a. Where the commencement of court proceedings to pursue your claim is required.
b. Should any conflict of interest or dispute over settlement arise.

WHAT IS COVERED

We will pay up to the amount shown in the Table of Benefits for legal costs to pursue a civil action for compensation,
against someone else who causes you injury due to an accident, illness or death.
Where there are two or more insured persons insured by this policy, then the maximum amount we will pay for all
such claims shall not exceed the amount shown in the schedule of benefits.

PROSPECTS OF SUCCESS

We will only provide cover where your claim or any appeal you are pursuing or defending is more likely than not to
be successful. If you are seeking damages or compensation, it must also be more likely than not that any judgement
obtained will be enforced.

If we consider your claim is unlikely to be successful or any judgement will not be enforced we or you may request
a second opinion from an independent lawyer. If you seek independent legal advice any costs incurred will not be
covered by this policy.

If the independent lawyer agrees your claim is unlikely to be successful or any judgement is unenforceable then you
cannot make a claim under this section.

SPECIAL CONDITIONS RELATING TO CLAIMS

Special conditions are important in the event of a claim. If you are unable to show they have been followed this may
affect your ability to claim.
1. We shall have complete control over the legal case through agents we nominate, by appointing agents of our
choice on your behalf with the expertise to pursue your claim.
2. You must follow our agent’s advice and provide any information and assistance required within a reasonable
timescale.
3. You must advise us of any offers of settlement made by the negligent third party and you must not accept any
such offer without our permission.
4. We may include a claim for our legal costs and other related expenses.
5. We may, at our own expense, take proceedings in your name to recover compensation from any third party for
any legal costs incurred under this policy. You must give us any assistance we require from you and any amount
recovered shall belong to us.

WHAT IS NOT COVERED

1. Legal costs and expenses incurred in pursuit of any claim against us, our appointed agents, someone you were
travelling with, a person related to you, or another insured person.
2. Legal costs and expenses incurred prior to our written acceptance of the case.

CFY IDOL 12/2024 IA5 41

3. Any claim where the legal costs and expenses are likely to be greater than the anticipated amount of
compensation.
4. Any claim where legal costs and expenses are variable depending on the outcome of the claim.
5. Legal costs and expenses incurred if an action is brought in more than one country.
6. Travel, accommodation and incidental costs incurred to pursue a civil action for compensation.
7. The costs of any Appeal.
8. Claims by you other than in your private capacity.
9. Anything mentioned in General exclusions applying to your policy.

SECTION 5B - PERSONAL LIABILITY

WHAT IS COVERED

We will pay you up to the amount shown in the Table of Benefits (including legal costs and expenses) against any
amount you become legally liable to pay as compensation for any claim or series of claims arising from any one
event or source of original cause for accidental:

1. Injury due to an accident, death, illness or disease to any person who is not in your employment or who is not a
close relative or persons residing with you.
2. Loss of or damage to property that does not belong to and is neither in the charge of nor under the control of
you, a close relative and/or anyone in your employment other than any temporary holiday accommodation
occupied (but not owned) by you.

SPECIAL CONDITIONS RELATING TO CLAIMS

1. You must tell us as soon as possible about any incident which may lead to a claim against you.
2. You must send us every court claim form, summons, letter of claim or other document as soon as you receive it.
3. You must not admit any liability or pay, offer to pay, promise to pay or negotiate any claim without our
permission in writing.
4. We will be entitled to take over and carry out in your name the defence of any claims for compensation or
damages or otherwise against any third party. We will have full discretion in the conduct of any negotiation or
proceedings or in the settlement of any claim and you will give us all necessary information and assistance which
we may require.
5. If you die, your legal representative(s) will have the protection of this cover as long as they comply with the terms
and conditions outlined in this policy.

WHAT IS NOT COVERED

1. Any claim where you have been unable to evidence your loss, please refer to the claims evidence section.
2. Compensation or legal costs arising directly or indirectly from:
a. Liability which has been assumed by you under agreement (such as a hire agreement) unless the liability would
have existed without the agreement.
b. Pursuit of any business, trade, profession or occupation or the supply of goods or services.
c. Ownership, possession or use of mechanically propelled vehicles, aircraft or watercraft (other than surfboards
or manually propelled rowing boats, punts or canoes).
d. The transmission of any contagious or infectious disease or virus.
e. Your ownership, care, custody or control of any animal.
f. Any claim where the incident occurred within the UK.
3. Anything mentioned in the Exclusions and Conditions Section which are applicable to all sections of the policy.

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SECTION 6 - PERSONAL ACCIDENT
INTRODUCTION

The purpose of this section is to provide you with a financial lump sum in the event you suffer death, loss of sight,
loss of a limb or permanent total disablement, as a result of an accident during your trip. This section will not be
applicable if you suffer any of the above as the result of an illness.

WORDS WITH SPECIAL MEANINGS IN THIS SECTION (WHICH ARE SHOWN IN ITALICS)

Loss of limb
Loss by permanent severance of an entire hand or foot or the total, complete and permanent loss of use of an entire
hand or foot.

Permanent Total Disablement

A condition which is of a permanent and irreversible nature which is shown by medical evidence to be likely to
continue for the remainder of your life and as certified by a registered medical practitioner, to the reasonable
satisfaction of our Chief Medical Officer, and which prevents you from engaging in any work or occupation for
remuneration or profit.

Loss of sight
The total and irrecoverable loss of sight which shall be considered as having occurred:
a. in both eyes, if your name is added to the Register of Blind Persons on the authority of a fully qualified
ophthalmic specialist; or
b. in one eye if the degree of sight remaining after correction is 3/60 or less on the Snellen scale (which means only
seeing at 3 metres what you should see at 60 metres).

WHAT IS COVERED

We will pay one of the benefits shown in the Table of Benefits below if you sustain injury due to an accident which
shall solely and independently of any other cause, result within two years either in
1. your death,
2. Loss of limb and /or loss of sight,
3. permanent total disablement.

SPECIAL CONDITIONS RELATING TO CLAIMS

1. Our medical practitioner may examine you, and where deemed necessary, you may be referred to a specialist
for further consultation.

WHAT IS NOT COVERED

1. Any claim where you have been unable to evidence your loss, please refer to the claims evidence section.
2. Benefit is not payable to you:
a. Under more than one of benefit 1, 2 or 3 above.
b. Under benefit 2 if the permanent loss of use of an entire hand or foot is only partial and not total and
complete (being 100%).
c. Under benefit 3 until one year after the date you sustain injury due to an accident.
3. Benefit 1 will be paid to the deceased insured person’s estate.
4. Any claim which is caused by either:
a. Medical or surgical procedures or
b. Illness, infection or bacteria or
c. Any gradually developing bodily deterioration.
5. Any claim which is related to suicide.
6. Anything mentioned in the Exclusions and Conditions Section which are applicable to all sections of the policy.

CFY IDOL 12/2024 IA5 43

SECTION 7 – WINTER SPORTS
(only applicable if shown on your policy schedule)

INTRODUCTION

This section is available to purchase as an optional upgrade.

The purpose of this section is to provide cover whilst you are on a Winter sports trip that involves activities or sports
that are on snow or ice It’s important to check the sports and other activities section of the wording to ensure that any
activities that you plan to participate in as part of your Winter sports trip are covered. The policy will not cover any
professional sports or entertainment and racing events.

Cover is available only if the Winter sports section is shown as purchased in your policy schedule and the additional
premium has been paid.

Where you have purchased an annual multi-trip or a multi trip policy you are only covered for 28 days of winter
sports activity during the insurance period.

There is no cover provided in this section for any insured person aged 65 and over.

WHAT IS COVERED

We will pay you up to the amounts shown in the Table of Benefits for:
1. The accidental loss of, theft of or damage to your own ski equipment (reduced to the amount shown in the
Table of Benefits for hired ski equipment).
2. The cost of hiring replacement ski equipment if your owned ski equipment is lost, stolen or damaged (including
temporary loss in transit for more than 24 hours).
3. For the unused portion for your ski pack and ski pass following your accident, bodily injury, illness or disease.
4. If a lack of snow, too much snow or an avalanche results in the skiing facilities (excluding cross country skiing) in
your resort being closed. This only applies to trips taken outside of the UK during the published ski season for
your resort.
5. Reasonable additional accommodation (room only) and transport if you are delayed by 24 hours or more by
avalanche or landslide.

SPECIAL CONDITIONS RELATING TO CLAIMS

Special conditions are important in the event of a claim. If you are unable to show they have been followed this may
affect your ability to claim.
1. You must report any theft to the police in the country where the theft occurred as soon as possible and get a
crime reference number or incident report of the loss, theft or attempted theft of your own ski equipment.
2. You must report any loss, theft or damage while in the care of a carrier, transport company, authority, hotel or
accommodation provider and get a written record of the event.

WHAT IS NOT COVERED

1. Any claim where you have been unable to evidence your loss, please refer to the claims evidence section.
2. Loss, theft or damage to ski equipment left unattended at any time.
3. Loss, theft of or damage to ski equipment contained in or stolen from an unattended vehicle at any time unless
it is locked out of sight in a secure baggage area (being a locked dashboard, boot or luggage compartment,
fixed storage unit of a motorised or towed caravan, locked luggage box which is locked to a roof rack) or locked
in a dedicated ski equipment storage rack and entry has been gained by unauthorised access.
4. Any claim where you did not leave your home to start your trip.
5. Loss, theft or damage:
a. due to delay, confiscation or detention by customs or any other authority
b. due to depreciation (loss in value) or variations in exchange rate
c. mechanical or electrical breakdown.
CFY IDOL 12/2024 IA5 44
6. The closure or impending closure of the skiing facilities in your resort existing or being publicly announced by
your tour operator, resort or the media by the date you purchased this insurance or at the time of booking your
trip, whichever is the later.
7. Any circumstances where transport costs, compensation or alternative skiing facilities are provided to you.
8. Anything mentioned in the Exclusions and Conditions sections which are applicable to all sections of the policy.

THE FOLLOWING SPORTS AND ACTIVITIES ARE ONLY COVERED IF THE WINTER SPORTS OPTION IS SHOWN
AS PURCHASED IN YOUR POLICY SCHEDULE.

No cover under Section 5b – Personal Liability for those sports or activities marked with*
** A piste is a recognised and marked ski run within the resort boundaries.

• Cross country skiing /Nordic • Skiing cross country working above 3 metres from the
skiing • Skiing-mono ground
• Dry slope skiing/ boarding • Skiing- nordic • Snow go karting (no liability
• Husky dog sledding (organised cover)
• Skiing -off piste** with a guide
non- competitive and with • *Snow mobiling/skidooing (no
• Skiing on piste **
experienced local driver liability cover)
• *Sledging/sleigh riding (pulled
• Ice cricket • *Snow scooting
by a horse or reindeer as a
• Ice- go carting (within organisers passenger) • *Snowcat driving
guidelines and no liability cover • Snow shoe walking up to 3,500
• Sledging tobogganing on snow
• Ice hockey metres above sea level
• Snow biking
• Ice windsurfing (no liability cover) • Snow tubing
• Snow blading
• Kick sledging • Telemarking
• Snow boarding-off** piste with a
• Ski biking guide • Winter walking up to 3,500
• Ski boarding metres above sea level (using
• Snow boarding on piste **
crampons and ice picks only)
• Ski –blading • Snow bobbing
• *Ski -doing/snow mobiling • Snow carving (using non
• Ski run walking powered hand tools only and not

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SECTION 8 – CRUISE COVER
(only applicable if shown on your policy schedule)

INTRODUCTION

You are automatically covered whilst on a cruise, the Cruise cover upgrade is an option you can add to enhance
your cover whilst on a cruise. It provides extra protection for you when you are on a cruise. You will not receive the
increased covers listed below unless you have added this section to your policy before the incident that led to the
claim. Your policy schedule will show if you have purchased this option.

Under certain circumstances your cruise company, tour operator or transport provider may be responsible for
providing assistance and compensation.

WHAT IS COVERED

We will pay you up to the amounts shown in the Table of Benefits for:
1. Reasonable additional accommodation (room only) and public transport costs (economy only) so that you
may re-join your cruise if you fail to arrive at the initial departure point to join the cruise ship on which you are
booked to travel or if during a trip ashore you arrive at the port too late to re-join your cruise ship due to:
• the failure of other public transport or
• an accident to or breakdown of the vehicle in which you are travelling or
• an accident, breakdown or an unexpected traffic incident happening which causes an unexpected delay
• adverse weather conditions
• strike
then we will pay you up to the amounts shown in the Table of Benefits for reasonable additional accommodation
(room only) and public transport costs (economy only) so that you may re-join your cruise.
2. If, once your cruise has started, a scheduled port visit is cancelled due to adverse weather or timetable
restrictions and no alternative port can be offered.
3. You being confined to your cabin due to an accident or illness which is covered under section 2 –Medical
emergency and repatriation expenses.
4. If your baggage is accidentally lost, damaged or stolen whilst on your trip the baggage and valuable limits in
Section 4 - Personal belongings and money are increased.
5. Unused pre-booked excursions which you cannot use because you are confined to your cabin due to an
accident or illness which is covered under section 2 – Medical emergency and repatriation expenses.

SPECIAL CONDITIONS RELATING TO CLAIMS

Special conditions are important in the event of a claim. If you are unable to show they have been followed this may
affect your ability to claim.
1. You must tell the Emergency Medical Assistance Service as soon as possible of any injury due to an accident,
illness or disease which requires your admittance to the ships medical centre or hospital as an in-patient or
before any arrangements are made for your repatriation.
2. You must allow at least 3 hours between your planned arrival time at the port and the scheduled sailing
departure time.

WHAT IS NOT COVERED

1. Any claim where you have been unable to evidence your loss, please refer to the claims evidence section.
2. Circumstances known to you before you purchased your policy or at the time of booking any trip, which could
reasonably have been expected to lead to cruise interruption.
3. Pre-existing medical conditions as described in the pre-existing medical conditions section unless we have
agreed in writing to cover you.
4. Any trip taken on board a cargo vessel.
5. Costs paid for using any reward scheme (for example Cruise miles, Avios or supermarket loyalty points) unless
evidence of specific monetary value can be provided.

CFY IDOL 12/2024 IA5 46

6. Any cruise itinerary changes arising directly or indirectly from:
a. strike or industrial action
b. you failing to attend the port visit as per your itinerary
c. if your cruise ship cannot put people ashore due to the mechanical or operational failure of the ships tender
or any other boat used to put people ashore
d. any change of itinerary where the cruise operator has offered a monetary amount of compensation (including
onboard credit).
7. Any claim for sports equipment where the policy doesn’t cover the sport or activity which you are taking part in.
8. Any claim for ski equipment (please refer to Section 7 – Winter sports if you have paid the premium for the
additional cover).
9. Any claim for golf equipment (please refer to Section 9 – Golf cover if you have paid the premium for the
additional cover).
10. Any claims for gadgets (please refer to Section 10 – Gadget cover if you have paid the premium for the
additional cover).
11. Loss, theft of or damage to baggage and sports equipment contained in an unattended vehicle unless it is
locked out of sight in a secure baggage area (being a locked dashboard, boot or luggage compartment, fixed
storage unit of a motorised or towed caravan, locked luggage box which is locked to a roof rack) and entry has
been gained by unauthorised access.
12. Loss, theft or damage:
a. Due to delay, confiscation or detention by customs or any other authority,
b. To motor accessories (excluding keys which are covered only for a car which is owned by you),
c. To tobacco products, tobacco substitutes and perishable goods (such as food and drinks),
d. Mechanical or electrical breakdown.
13. Anything mentioned in the Exclusions and Conditions sections which are applicable to all sections of the policy.

CFY IDOL 12/2024 IA5 47

SECTION 9 – GOLF COVER
(only applicable if shown on your policy schedule)

INTRODUCTION

You are automatically covered to play golf, the Golf cover upgrade is an option you can add to enhance your cover
whilst on a trip.

The purpose of this section is to provide extra protection for you if you will be playing golf whilst on a trip. The
policy will not cover any professional sports or entertainment. Cover is available only if the golf cover section is
shown as purchased in your policy certificate and the additional premium has been paid.

WHAT IS COVERED

We will pay you up to the amounts shown in the Table of Benefits for:
1. The accidental loss of, theft of or damage to your own golf equipment (reduced to the amount show in your
certificate for hired golf equipment).
2. The cost of hiring emergency replacement golf equipment if lost, stolen or damaged (including temporary loss
in transit for more than 24 hours of your own golf equipment).
3. Unused green fees.

SPECIAL CONDITIONS RELATING TO CLAIMS

Special conditions are important in the event of a claim. If you are unable to show they have been followed this may
affect your ability to claim.
1. You must report any theft to the police in the country where the theft occurred as soon as possible and get a
crime reference number or incident report of the loss, theft or attempted theft of your own golf equipment.
2. You must report any loss, theft or damage while in the care of a carrier, transport company, authority, hotel or
accommodation provider and get a written record of the event.

WHAT IS NOT COVERED

1. Any claim where you have been unable to evidence your loss, please refer to the claims evidence section.
2. Loss, theft or damage to golf equipment left unattended at any time.
3. Loss, theft of or damage to golf equipment contained in or stolen from an unattended vehicle at any
time unless it is locked out of sight in a secure baggage area (being a locked dashboard, boot or luggage
compartment, fixed storage unit of a motorised or towed caravan, locked luggage box which is locked to a roof
rack) and entry has been gained by unauthorised access.
4. Any losses or damage due to delay, confiscation or detention by customs or any other authority.
5. Loss or damage due to depreciation (loss in value) or variations in exchange rate.
6. Loss, theft or damage:
a. Due to delay, confiscation or detention by customs or any other authority
b. To motor accessories (excluding keys which are covered only for a car which is owned by you)
c. Mechanical or electrical breakdown.
7. Anything mentioned in the General exclusions applicable to all sections of the policy.

CFY IDOL 12/2024 IA5 48

SECTION 10 – GADGET COVER
This policy is 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.

Bastion Insurance Services Ltd are authorised and regulated by the Financial Conduct Authority in the UK under the
registration number 650727. This can be checked on the Financial Services
Register at www.fca.org.uk/firms/ systems-reporting/register

IMPORTANT INFORMATION

We have not provided you with a personal recommendation as to whether this product is suitable for your needs so
you must decide yourself whether
it is or not. You have made a decision based on the information made available to you.

This policy meets the demands and needs of those who wish to insure their gadgets during their trip against theft,
accidental damage, breakdown and accidental loss.

Your Gadget must be in good condition and full working order before taking out this policy. If there is evidence that
the damage, theft or loss happened before the policy start date your claim will be refused and no premium refund
will be due.

INTRODUCTION

It’s important that you read this wording and your policy schedule to make sure that everything you’ve told us is
correct. Please read this policy carefully so that you understand the cover we are giving you. You must follow the
terms and conditions set out in this policy wording. It’s important that you keep this policy wording and your policy
schedule in a safe place in case you need to look at them later.
In return for the payment of your premium we will provide insurance for your gadgets during your trip, as stated in
your policy schedule. This policy only covers your gadgets when in the care of you or a member of your immediate
family.

Cover under this insurance is subject to the terms, conditions, and limitations shown below or as amended in writing
by us.

CONSUMER INSURANCE ACT

You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act to take care to:
a. Supply accurate and complete answers to all the questions we may ask as part of your application for cover
under the policy.
b. To make sure that all information supplied as part of your application for cover is true and correct.
c. Tell us of any changes to the answers you have given as soon as possible.

Failure to provide answers in-line with the requirement of the Act may mean that your policy is invalid and that it
does not operate in the event of a claim.

DEFINITIONS

The words and phrases defined below have the same meaning wherever they appear in bold in this policy document.

Accessories – Additional items, purchased in the UK and valued at £150 or below, that come with your gadget,
such as chargers, carrying cases, headphones, hands-free mounting kits, and USB cables. Sim cards and wearables
are not covered. Cover is only in place for accessories purchased in the UK. Evidence of ownership for accessories
will need to be provided at point of claim.

Accidental Damage: Any unintentional and unexpected damage that happens to your gadget.

Accidental loss/accidentally lost - means that the gadget has been accidentally left by you in a location and you

CFY IDOL 12/2024 IA5 49

are permanently deprived of its use.

Accommodation - your hotel, resort, or other main residence where you are staying during your trip.

Breakdown - A sudden mechanical or electrical failure of your gadget, resulting in it stopping working as it should.

Claims administrators – Davies Group Limited.

Criteria: We can only insure gadgets if you are able to provide Evidence of Ownership, and if they are:
4. Purchased by you as new in the UK, or;
5. Purchased by you as refurbished in the UK as long as the refurbished gadget was sold with a minimum 12-month
warranty (which you will be required to provide evidence of), or gifted to you as long it meets the above criteria,
and you are able to provide a UK Gift receipt, and
6. Are not more than 6 years old (18 months for laptops) at the time this policy is initially purchased, and;
7. Are in your possession and in good working condition (not accidentally damaged) and;
8. Have not previously been repaired using non-manufacturer parts.

Evidence of ownership - A document to evidence that the gadget you are claiming for belongs to you. This can be
a copy of the till receipt, delivery note, UK gift receipt or, if the gadget is a mobile phone, confirmation from your
Network Provider that the mobile phone has been used by you.

Excess - The amount you must pay for each claim you make under this policy.

Gadget(s) – the portable electronic gadget/s that meet the Criteria. Gadgets include: Mobile Phones, iphones,
ipads, Tablets, Camera’s Camera Lenses, MP3 Players, Games Consoles, Video Camera’s, Go Pro’s, Smartwatch- es,
Bluetooth Headsets, Satellite Navigation Devices, PDA’s, E-Readers, Head/ Ear Phones / Ear Buds and Laptops.
Please note we do not provide cover for drones.

Immediate family – your mother, father, son, daughter, spouse, domestic partner, or other family member who
resides with you at your home.

Limit of liability – The maximum we will pay in respect of any one claim in relation to your gadget, will be limited to
the replacement cost of each
gadget being claimed for and, in any event, shall not exceed the maximum value of cover as shown on your policy
schedule.

Precautions – all measures that would be deemed appropriate to expect a person to take in circumstances to
prevent accidental loss, accidental damage or theft of your gadgets, such as keeping the gadget concealed when
you are in a public place and the gadget is not in use.

Proof of usage – means evidence that the gadget has been in use since policy inception. Where the gadget is a
mobile phone, this information can be obtained from your Network Provider. For other gadgets, in the event of an
accidental damage claim this can be verified when the gadget is sent to our repairers for inspection.

Trip – Any holiday or pleasure or business trip within the area of travel shown in your policy certificate. It must begin
and end at your home area during the period of insurance. It does not include one-way trips. Any trip only within
your home area is covered only if you booked at least 2 nights in a hotel, motel, camp, B&B, cottage, or similar paid
accommodation. It must be during the dates on your certificate.

Terrorism - The use or threat of serious violence to advance some kind of cause.

Unattended –not within your sight at all times or out of your arms-length reach when away from your
accommodation.

We, us, our – shall mean Collinson Insurance.

You, your, yourself – the person, who is over 18 years old, who owns the gadget(s) as stated on the policy schedule,
or if you are a business, any current employee and who is a permanent resident of the United Kingdom.
What We Will Cover

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A. ACCIDENTAL DAMAGE / MALICIOUS DAMAGE

We will arrange a repair if your gadget is damaged as the result of an accident or malicious damage whilst on your
trip. If your gadget cannot be economically repaired, it will be replaced.

B. THEFT

If your gadget is stolen whilst on your trip, we will replace it. Where only a part or parts of your gadget have been
stolen, we will only replace that part or those specific parts.

C. ACCIDENTAL LOSS

If you accidentally or unintentionally lose your gadget whilst on your trip, we will replace it.

D. BREAKDOWN

If your gadget suffers electrical breakdown whilst on your trip, which occurs outside of the manufacturers guarantee
period, we will repair it. If your gadget cannot be economically repaired, it will be replaced. This cover is not
available on laptops.

E. UNAUTHORISED CALL/DATA USE

If your mobile phone is lost or stolen whilst on your trip and is used fraudulently, and your claim is covered by your
policy, we will reimburse you for the costs upon receipt of your itemised bill up to a maximum value of £2,500 for
any one claim. This includes calls, messages, downloads and data made / used from the time it was accidentally lost
or stolen up to a maximum of 24 hours from discovery of the incident.

F. LIQUID DAMAGE

If your gadget is damaged as a result of accidentally coming into contact with any liquid whilst on your trip, we will
repair it. If it cannot be repaired we will replace it.

G. ACCESSORIES

If your claim for your gadget is approved, we will replace any accessories that were accidentally lost, stolen or
accidentally damaged at the same time as your gadget up to a maximum value of £150.

If we replace your gadget with a different make or model and this means that you can no longer use your existing
accessories, we will replace them too, up to a maximum value of £150.

WHAT WE WILL NOT COVER

Your gadget is not covered for:

1. 1.Theft:
• If the theft is from a motor vehicle where neither you nor someone acting on your behalf is present, unless the
gadget was concealed in a locked boot, glove compartment, or other locked internal compartment, with all
the vehicle’s windows, doors, and security systems closed, locked, and activated.;
• If the theft is from premises, buildings or land without the use of force resulting in damage to the property.
Evidence of damage such as a photo,may be requested at the point of claim.
• when away from your accommodation, or when in your accommodation with invited guests or other people;
unless the gadget is concealed on or about your person when not in use, or it is stored in a locked room or
secured receptacle (such as a locked safe, locked locker or closed desk drawer);
• where your gadget was in the possession of a third party (other than a member of your immediate family) at
the time of the event giving rise to a claim under this insurance;
• where the gadget has been left unattended when it is away from your accommodation (including being in
luggage during transit); or
• where all available precautions have not been taken to prevent theft;
2. Loss or damage caused by:
• you deliberately damaging the gadget;
• you not following the manufacturer’s instructions;

CFY IDOL 12/2024 IA5 51

• the use of non-manufacturer approved accessories;
3. Repair or other costs for:
• routine servicing, inspection, maintenance or cleaning;
• loss caused by a manufacturer’s defect or recall of the gadget;
• repairs carried out by persons not authorised by us;
• liquid damage to your gadget where the event causing the need to claim involved you taking your gadgets
on a boat or other water vessel (other than a ferry or cruise ship), or whilst taking part in water activities.
• wear and tear or gradual deterioration of performance;
• cosmetic damage of any kind, including scratches, dents and other visible defects that do not affect safety or
performance;
4. Any kind of damage whatsoever unless the damaged gadget is provided for repair.
5. Any loss of a SIM (subscriber identity module) card.
6. Any expense incurred as a result of not being able to use the gadget, or any loss other than the repair or
replacement costs of the gadget unless relating to unauthorised call/data use for your mobile phone up to the
maxi- mum value of £2,500.
7. The policy excess - if you make a claim, an excess fee, as stated in the schedule of benefits, applies which must
be paid to us before your claim can be settled.
8. Loss of or damage to accessories that were not attached to your gadget at the time of the incident.
9. Any claim for a gadget where proof of usage cannot be provided or evidenced.
10. Any claim for accidental loss where the circumstances of the loss cannot be clearly identified, i.e. where you are
unable to confirm the time and place you last had your gadget.
11. Any claim for any gadget that was purchased as second hand or used, that is not a refurbished gadget, sold with
a minimum 12 month warranty
12. Reconnection costs or subscription fees of any kind.
13. War Risk
Terrorism, war, invasion, acts of foreign enemies, hostilities whether war is declared or not, civil war, rebellion,
revolution insurrection, military or usurped power, confiscation, nationalism or requisition or destruction or
damage to property by or under the order of any government or public or legal authority.
14. Nuclear Risk
Any direct or indirect consequence of irradiation, contamination by nuclear material, or the properties of any
radioactive matter or device
15. Sonic Boom
Damage or destruction directly occasioned by pressure waves caused by aircraft or other aerial devices traveling
at sonic or supersonic speeds.
16. Loss of Data or Software
Any loss of or damage to information or data or software contained in or stored on the gadget whether arising as
a result of a claim paid by this insur- ance or otherwise.
17. Any indirect loss or damage resulting from the event which caused the claim under this policy.
18. Any liability of whatsoever nature arising from ownership or use of the gadget, including any illness or injury
resulting from such ownership or use.
19. Value Added Tax (VAT) where you are registered with HM Revenue and Customs for VAT.
20. We will not provide cover, pay any claim or provide any benefit if doing so would expose us to any sanction,
prohibition or restriction.
21. Any claim over and above the limit of liability.
22. Any gadget whilst it’s in transit.
23. Any claim for any gadget which does not meet the criteria.

CLAIM SETTLEMENT

1. The intention of this policy is to put you back in the same position as immediately prior to the loss or damage. It
is not a replacement as new policy. If the gadget cannot be replaced with an identical gadget of the same age
and condition, we will replace it with one of comparable specification or the equivalent value taking into account
the age and condition of the original gadget. We cannot guarantee that the replacement gadget will be the
same colour as the original item.
2. Repairs will take place on your return to the UK and will be carried out using readily available parts. Where
possible we will use Original parts but in some cases, unbranded parts may be used. In the event that any repairs
authorised by us under this policy invalidate your manufacturer’s warranty, we will repair or replace your gadget
CFY IDOL 12/2024 IA5 52
for the remaining period of your manufacturer’s warranty in line with your manufacturer’s warranty terms and
conditions. Please note that for mobile phones or other small gadgets, the cost of posting your gadget for repair
will be borne by you.
3. In the event of a valid claim resulting in the replacement of the gadget, this policy will automatically cover the
replacement gadget.
4. All blocks must be removed from your gadget before being sent for repair. This includes any personal pin locks
or operator specific securi- ty blocks, including Find My iPhone. Failure to do so will result in your claim being
delayed, and/or, your gadget being returned to you.

CONDITIONS AND LIMITATIONS

1. Unless we have agreed differently with you, English law and the decisions of English courts will govern this
insurance.
2. This insurance only covers gadgets bought in the UK. Cover automat- ically extends to include use of the
gadgets anywhere in the world for your trip and is subject to any repairs being carried out in the UK by repairers
approved by us. No cover is provided for claims where you are travelling against the FCDO advice
3. The gadget(s) must not be more than 6 years old (18 months if the gadget is a laptop), must be purchased in the
UK as new, or if refurbished, purchased with a minimum warranty period of 12 months, and you must be able to
provide evidence of ownership when it is requested. Evidence of ownership should include the make, model and
IMEI/serial number of the gadget and must be in your name or, you must be in possession of a UK gift receipt.
4. You must provide us with any receipts, documents or evidence of ownership, that it is reasonable for us to
request.
5. This insurance may only be altered, varied or its conditions altered or premium changed by us giving you 30
days’ notice in writing.
6. You cannot transfer the insurance to someone else or to cover any other gadget(s) without our written
permission.
7. You must take all available precautions to prevent any loss or dam- age.
8. Cover excludes costs or payments recoverable from any party, under the terms of any other contract, guarantee,
warranty, or insurance.

CANCELLATION

You are free to cancel this policy at any time. If you wish to cancel you may do so by writing to us for a full refund
providing you have not travelled and no claim has been made.

If you cancel a Single Trip policy after the first 14 days of the policy purchase date you, will receive a proportionate
refund. If you cancel an Annual Multi-trip policy after the first 14 days of the policy purchase date, or prior to start
date, (or after the renewal date if a renewal policy), we will refund 5% (five percent) of the premium paid for each
complete month still outstanding at the time of cancellation, so long as you are not away on a trip at the time of
cancellation and no claim has been or will be made since the policy was issued.

We reserve the right to cancel the policy by providing 21 days’ notice by registered post to your last known address
on the following grounds:
• If you make a fraudulent claim
• If you are or have been engaged in criminal or unlawful activities.
• If any policy in your name is added to the Insurance Fraud Register.

In each case no refund of premium will be made.

CLAIMS PROCEDURE

You must:
• notify the claim administrators on 0345 0744828 or by emailing [email protected]. as soon as
possible but ideally within 48 hours of your return to the UK; or you can log your claim online by visiting our
portal: https://bastion.davies-group.com
• report the theft or accidental loss of any gadget, within 24 hours of discovery to your Airtime Provider and
blacklist your handset;
• report the theft or loss of any gadgets to the Police within 48 hours of discovery and obtain a crime reference
CFY IDOL 12/2024 IA5 53
number in support of a theft claim and a lost property number in support of an accidental loss claim; Please note
any delay in reporting an incident to the claim administra- tors, your Airtime Provider or the Police may invalidate
your right to claim under the policy.

1. Provide us with details of the claim and any other contract, guarantee, warranty or insurance that may apply to
the loss including but not limited to household insurance. Where appropriate a rateable proportion of the claim
may be recovered direct from these Insurers; and
2. If we replace your gadget(s) the damaged or lost item becomes our property. If it is returned or found you must
notify us and send it to us if we ask you to.
3. The appropriate excess, as shown in the schedule of benefits, must be paid before your claim can be approved.

Please address all claims correspondence to the Claims administrators: Davies Group,
Unit 8
Fulwood Business Park Caxton Road
Preston PR2 9NZ
[email protected]

To help us improve our service we may record or monitor telephone calls.

WARNING

You must not act in a fraudulent way. If you or anyone acting for you:

• Fails to reveal or hides a fact likely to influence whether we accept your proposal, your renewal, or any
adjustment to your policy.
• Fails to reveal or hides a fact likely to influence the cover we provide.
• Makes a statement to us or anyone acting on our behalf, knowing the statement to be false.
• Sends us or anyone acting on our behalf a document, knowing the document to be forged or false.
• Makes a claim under the policy, knowing the claim to be false or fraudulent in any way.
• Makes a claim for any loss or damage you caused deliberately or with your knowledge.

If your claim is in any way dishonest or exaggerated, we will not pay any benefit under this policy or return any
premium to you, and we may cancel your policy immediately and backdate the cancellation to the date of the
fraudulent claim. we may also take legal action against you and inform the appropriate authorities.

COMPLAINTS

CLAIMS / SERVICE

It is the intention to give you the best possible service but if you do have any questions or concerns about this
insurance or the handling of a claim you should in the first instance contact Davies Group. The contact details are:
Claims administrators
Davies Group, Unit 8
Fulwood Business Park Caxton Road
Preston PR2 9NZ
Email: [email protected]
Telephone: 0345 074 4788

Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response.
We will respond to your complaint within four weeks of receiving it. Our response will be our final decision based on
the information provided. If there’s a delay in our investigations, we’ll explain the reason and give you an estimated
timeframe for reaching a decision.

If, for any reason, you’re still dissatisfied or haven’t received a final answer within eight weeks, you have the right
to escalate your complaint to an independent authority called the Financial Ombudsman Service (FOS). You can
contact them using the details below:

THE FINANCIAL OMBUDSMAN SERVICE

Exchange Tower
1 Harbour Exchange Square, London
CFY IDOL 12/2024 IA5 54
E14 9SR
Telephone: 08000 234 567 (free for people calling from a landline) or 0300 123 9 123
Email: [email protected]
Following this complaints procedure does not stop you from taking legal action.

COMPENSATION SCHEME

The Financial Services Compensation Scheme covers this policy. You may be entitled to compensation from this
scheme if we cannot meet our liabilities under this policy. Further information about compensation scheme arrange-
ments is available at www.fscs.org.uk or by telephoning 0207 741 4100.

DATA PROTECTION

How we use the information about you

As your insurer and a data controller, we collect and process information about you so that we can provide you with
the products and services you have requested. We also receive personal information from your agent on a regular
basis while your policy is still live. This will include your name, address, risk details and other information which is
necessary for us to:
• Meet our contractual obligations to you;
• issue you this insurance policy;
• deal with any claims or requests for assistance that you may have
• service your policy (including claims and policy administration, payments and other transactions); and, detect,
investigate and prevent activities which may be illegal or could result in your policy being cancelled or treated as
if it never existed;
• protect our legitimate interests

In order to administer your policy and deal with any claims, your information may be shared with trusted third
parties. This will include members of The Collinson Group, Bastion Insurance Services Ltd, Davies Group, contrac-
tors, investigators, crime prevention organisations and claims management organisations where they provide
administration and management support on our behalf. Some of these companies are based outside of the
European Union where different data privacy laws apply. Wherever possible, we will have strict contractual terms in
place to make sure that your information remains safe and secure.

We will not share your information with anyone else unless you agree to this, or we are required to do this by our
regulators (e.g. the Financial Conduct Authority) or other authorities.

The personal information we have collected from you will be shared with fraud prevention agencies and databases
who will use it to prevent fraud and money-laundering and to verify your identity. If fraud is detected, you could
be refused certain services, finance, or employment. Further details of how your information will be used by us and
these fraud prevention agencies and databases, and your data protection rights, can be found by visiting
www.cifas.org.uk/fpn and www.insurancefraudbureau.org/privacy-policy

PROCESSING YOUR DATA

• Your data will generally be processed on the basis that it is:

• necessary for the performance of the contract that you have with us;
• is in the public or your vital interest: or
• for our legitimate business interests.

If we are not able to rely on the above, we will ask for your consent to process your data.

HOW WE STORE AND PROTECT YOUR INFORMATION

All personal information collected by us is stored on secure servers which are either in the United Kingdom or
European Union.

We will need to keep and process your personal information during the period of insurance and after this time so
that we can meet our regulatory obligations or to deal with any reasonable requests from our regulators and other
authorities.

We also have security measures in place in our offices to protect the information that you have given us.

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HOW YOU CAN ACCESS YOUR INFORMATION AND CORRECT ANYTHING WHICH IS WRONG

You have the right to request a copy of the information that we hold about you. If you would like a copy of some or
all of your personal information please contact us by email or letter as shown below:
Email address: [email protected]
Postal Address: 5th floor, 3 More London Riverside, London, SE1 2AQ

This will normally be provided free of charge, but in some circumstances, we may either make a reasonable charge
for this service, or refuse to give you this information if your request is clearly unjustified or excessive.

We want to make sure that your personal information is accurate and up to date. You may ask us to correct or
remove information you think is inaccurate.

If you wish to make a complaint about the use of your personal information, please contact our Complaints manager
using the details above. You can also complain directly to the Information Commissioner’s Office (ICO). Further
information can be found at https://ico.org.uk/

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COMPLAINTS PROCEDURE
You have the right to expect the best possible service and support. If we have not delivered the service that you
expected or you are concerned with the service provided, we would like the opportunity to put things right. If you
feel we have fallen short of our standards, please contact:

IF YOUR COMPLAINT IS ABOUT THE SALE OF YOUR POLICY;

Write to us:
Suite 5, Floor 3,
Kings Court, London Road,
Stevenage, SG1 2NG

Email us: [email protected]

Phone us: 0207 1830885

FOR ALL CLAIMS COMPLAINTS (EXCEPT GADGET COVER COMPLAINTS; PLEASE REFER TO SECTION 10)

Write to us:
Complaints Team,
AXA Partners,
The Quadrangle,
106-118 Station Road,
Redhill RH1 1PR

Email us: [email protected]

Phone us: 01737 815227

When you make contact please provide the following information:

• Your name, address and postcode, telephone number and email address (if you have one).
• Your policy number and/or claim number and the type of policy you hold.
• The reason for your complaint.
• Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material.

WHAT TO DO IF YOU ARE STILL NOT SATISFIED.

If you are still not satisfied then you may be able to refer your complaint to the Financial Ombudsman Service. You
must approach the Financial Ombudsman Service within six months of our final response to your complaint. We will
remind you of the time limits in the final response.

The Financial Ombudsman Service

Exchange Tower
London
E14 9SR

Telephone: 0300 123 9 123 or 0800 023 4567

Fax: 020 7964 1001
Email: [email protected]
Website: www.financial-ombudsman.org.uk

We must accept the Ombudsman’s final decision, but you are not bound by it and may take further action if you
wish.

Your rights as a customer to take legal action remain unaffected by the existence or use of our complaints procedure.
However the Financial Ombudsman Service may not adjudicate on any cases where litigation has commenced.

CFY IDOL 12/2024 IA5 57

DATA PROTECTION NOTICE AND FRAUD
By providing your personal information in the course of purchasing this policy and using our services, you
acknowledge that we may process your personal information. You also consent to our use of your sensitive
information. If you provide us with details of other individuals, you agree to inform them of our use of their data as
described here and in our website privacy notice available at
https://www.axapartners.com/en/page/en.privacy-policy

Processing your personal information is necessary in order to provide you with an insurance policy and other
services. We also use your data to comply with our legal obligations, or where it is in our legitimate interests when
managing our business. If you do not provide this information we will be unable to offer you a policy or process
your claim.

We use your information for a number of legitimate purposes, including:

• Underwriting, policy administration, claims handling, providing travel assistance, complaints handling, sanctions
checking and fraud prevention.
• Use of sensitive information about the health or vulnerability of you or others where relevant to any claim or
assistance request, in order to provide the services described in this policy. By using our services, you consent to
us using such information for these purposes.
• Monitoring and/or recording of your telephone calls in relation to cover for the purposes of record-keeping,
training and quality control.
• Technical studies to analyse claims and premiums, adapt pricing, support subscription process and consolidate
financial reporting (incl. regulatory). Detailed analysis on claims to better monitor providers and operations.
Analysis of customer satisfaction and construction of customer segments to better adapt products to market
needs.
• Obtaining and storing any relevant and appropriate supporting evidence for your claim, for the purpose of
providing services under this policy and validating your claim.
• Sending you feedback requests or surveys relating to our services, and other customer care communications.

We may disclose information about you and your insurance cover to companies within the AXA group of companies,
to our service providers and agents in order to administer and service your insurance cover, to provide you with
travel assistance, for fraud prevention, to collect payments, and otherwise as required or permitted by applicable law.

We will separately seek your consent before using or disclosing your personal data to another party for the purpose
of contacting you about other products or services (direct marketing). You may withdraw your consent to marketing
at any time, or opt-out of feedback requests, by contacting the Data Protection Officer (see contact details below).

When carrying out these activities, we may transfer your personal information outside the UK or the European
Economic Area (EEA). Where this happens we will make sure that the appropriate safeguards have been
implemented to protect your personal information. This includes ensuring similar standards to the UK and EEA are in
force and placing the party we are transferring personal information to under contractual obligations to protect it to
adequate standards.

We keep your personal information for as long as reasonably necessary to fulfil the relevant purposes set out in this
notice and in order to comply with our legal and regulatory obligations.

You are entitled to request a copy of the information we hold about you. You also have other rights in relation to
how we use your data, as set out in our website privacy notice. Please let us know if you think any information we
hold about you is inaccurate so that we can correct it.

If you want to know how to make a complaint to the UK Information Commissioner or have any other requests or
concerns relating to our use of your data, including obtaining a printed copy of the website privacy notice please
write to us at:

Data Protection Officer

AXA
106-108 Station Road
Redhill
RH1 1PR
Email: [email protected]

CFY IDOL 12/2024 IA5 58

FRAUD PREVENTION, DETECTION AND CLAIMS HISTORY

In order to prevent and detect fraud we may at any time:

• Share information about you with other organisations and public bodies including the Police;
• Check and/or file your details with fraud prevention agencies and databases, and if you give us false or
inaccurate information and we suspect fraud, we will record this. We and other organisations may also search
these agencies and databases to;
• Help make decisions about the provision and administration of insurance, credit and related services for you and
members of your household;
• Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance policies;
• Check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity;
• Undertake credit searches and additional fraud searches.

We can supply on request further details of the databases we access or contribute to.

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