tsb gold travel insurance policy booklet

Your Travel Insurance Claim

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Please tell us about you and your policy. If you have a single trip or annual travel insurance policy, please enter the name, date of birth and postcode of someone insured on the policy.

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Travel and travel insurance

Explore travel and travel insurance topics, general travel.

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What's travel insurance?

Travel insurance is financial protection against unforeseen circumstances while you’re travelling or on holiday. Depending on your level of cover it could protect you, your trip, and your property such as medical care, cancelled flights or lost luggage.

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Which product would you like to view, motor insurance.

On this page you will find our motor insurance policy books. Your personal documents and proof of no claims bonus can be found in MyAccount.

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On this page you will find our travel insurance policy books. Your personal documents can be found in the portal.

Admiral Travel Insurance documents

Your travel insurance guide.

If you have a Single Trip or have purchased an Annual Multi Trip policy in the last year.

Your Travel Insurance Guide (Renewal Customers)

If you have an Annual Multi Trip policy which has renewed in the last year.

If your policy purchase date is before 10/01/2024, or if you have an annual multi trip policy which has renewed a copy of your IPID can be found in your customer portal.

Amendments to Your Travel Insurance Guide (Renewal)

Gold travel insurance documents, platinum travel insurance documents, your agreement with eui ltd, pet insurance.

Do you require any of the information below in a more accessible format? You can learn more about what we can do to help with your document needs in our Accessibility and Support section.

From the 27th of July 2022 we launched a new Pet Insurance cover. Select the date you purchased you policy from the options below to view the documents relevant to your cover.

Time Limited Cover

This policy provides cover for accident and illnesses for a period of 12 months from when symptoms started. When either the veterinary limit or the 12 months has been used up, you won’t be able to claim for this condition again. You can still claim for new conditions.

Essential Time Limited Cover

Policy booklet (your pet insurance guide), extra time limited cover, lifetime cover.

Lifetime policies cover your pet(s) for accident and illnesses up to the policy limit you’ve chosen each year, at renewal the limit resets.

Blue Lifetime Cover

Silver lifetime cover, gold lifetime cover, platinum lifetime cover, accident only cover.

This policy provides cover for accidents and injuries only, up to a financial limit per condition. When the financial limit has been reached, you won’t be able to claim for this condition again. You can still claim for new accidents and injuries.

Accident Only

Value time limited cover, maximum benefit cover.

This policy provides cover for accidents and illnesses up to a financial limit per condition. When the financial limit has been reached, you won’t be able to claim for this condition again. You can still claim for new conditions.

Standard Maximum Benefit Cover

Lifetime policies cover your pet(s) for accident and illnesses up to the policy limit you’ve chosen each year, at renewal the limit resets. .

Classic Lifetime Cover

Premier lifetime cover, premier plus lifetime cover.

Below you will find information relating to the Terms of Business of your Insurance Factory policy.

Terms of Business with Insurance Factory

Choose the pdf relevant to your policy start date....

TSB Platinum Mastercard® Travel Insurance

Pre-pay for at least 50% of your travel expenses using your Platinum Mastercard and you may qualify for travel insurance for your journey.*

Key features

At a glance

Up to 90 days of cover

Cover is available for up to 90 consecutive days of travel for each journey.  

Epidemics and pandemics

Selected cover for epidemic and pandemic diseases including Covid-19. 1

Baggage, money, and travel documents

Cover for your personal baggage, money and travel documents for international travel.

Cancellations and travel disruptions

Unforeseeable cancellations or delays for both international and domestic journeys. 2

*Terms, conditions, limits, sub-limits, exclusions and eligibility criteria apply. Customers considering this travel insurance policy should read the Frequently Asked questions below and the Policy Wording in the TSB Credit Mastercard® Insurance Terms and Conditions to check what is and isn’t covered.

TSB Platinum Mastercard Travel Insurance is issued and managed by AWP Services New Zealand Limited trading as Allianz Partners and underwritten by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (Incorporated in Australia) ("Hollard").

Important phone numbers

How to make a Travel Insurance claim

Please contact one of the Allianz Partners Claims Consultants on 0800 800 357 between 8.30am and 5pm Monday to Friday (except public holidays) or email Allianz Partners at [email protected] .

Emergency Travel Assistance

If you are overseas and require emergency assistance, please contact Allianz Partners Emergency Assistance. Skilled professionals are available 24 hours 7 days a week. Call collect on +64 9 486 6868 .  

General Travel Insurance policy enquiries

If you have general enquiries, please contact one of the Allianz Partners Customer Care Team on 0800 800 357 between 8.30am and 5pm Monday to Friday (except public holidays).

How to get travel insurance for your journey

To activate and have cover under this policy, you must purchase at least 50% of your pre-paid travel expenses for your journey on your TSB Platinum Mastercard. At the time of purchase, your TSB Platinum Mastercard must be current for the entire period of insurance.

Your pre-paid travel expenses include, but are not limited to air tickets, other transport tickets, accommodation, car rental, pre-paid tours, cruises, taxes and any other pre-paid travel costs which you purchased prior to the start date of your journey (as shown on your itinerary).

If you have no pre-paid travel expenses such as airfares or accommodation because the trip was gifted, won or purchased for you, and provided that your trip is not a business trip paid for by your employer or business, cover under this policy is still available to you. At the time your trip is booked, your TSB Platinum Mastercard must be current for the entire period of insurance. Please call Allianz Partners Customer Care Team on 0800 800 357 between 8.30am and 5pm Monday to Friday (except public holidays).

Frequently Asked Questions

These FAQs are for general guidance only and are not specific to your situation. Further details of each policy are provided in the TSB Credit Mastercard Insurance Terms and Conditions, available here .

If you have any questions relating to these Terms and Conditions, you can call Allianz Partners Customer Care Team on 0800 800 357 between 8.30am and 5pm Monday to Friday (except public holidays).

General FAQs

Which tsb credit card products include travel insurance.

Only TSB Platinum Mastercard cardholders receive this benefit, it is not available for any other TSB Mastercard or Visa products.

Are additional cardholders covered under this policy?

Yes, all TSB Platinum Mastercard cardholders are eligible for travel insurance.

Travel Planning

Do i need to notify allianz partners of my travel arrangements in advance.

You are not required to notify Allianz Partners of your travel arrangements in advance. Your insurance policy is automatically activated, by purchasing at least 50% of your pre-paid expenses such as travel and accommodation using your TSB Platinum Credit Mastercard.

When I have an urgent question while overseas, how do I confirm my coverage with Allianz Partners?

When requiring an urgent response, you can call +64 9 486 6868 and reverse the charges from anywhere in the world, 24 hours a day, 7 days a week.

Are my children covered under this policy?

Providing they are your dependent children and are accompanying you throughout the entire duration of the travel. The policy benefits for dependent children will be shared within the policy limits of the insured adult(s) unless expressly stated otherwise in the policy wording.

Dependent children are defined as your natural, step or legally adopted unmarried children accompanying you on the journey and for whom cover under this policy has been activated, who are aged under 19 and not in fulltime employment, or, who are aged under 26 if they are a fulltime student at an accredited institute of higher learning and primarily dependent on you for maintenance and support.

I am taking a long trip, can I extend the period of cover?

The maximum period of cover is 90 consecutive days. If the return journey of your itinerary back to New Zealand is longer than this period of time, you can apply for an extension, beyond 90 days, up to 180 days by calling 0800 800 357 . Please note that an additional premium will be charged to your TSB Platinum Mastercard if accepted.

I am planning to book a one way trip, and later book the return journey, am I still covered?

Yes, however, cover will end on the 90th consecutive day following the date you commenced your journey, or if applicable, on the date Allianz Partners have agreed in writing if you have extended to your maximum duration of cover.

I am booking additional flights while I am travelling, will they be covered by travel insurance?

Yes, providing that your insurance policy has been activated, for example, at least 50% of your pre-paid travel expenses for your journey have been paid for on your TSB Platinum Mastercard.

Pre-existing Medical Conditions

Does tsb platinum mastercard travel insurance cover pre-existing medical conditions.

Pre-existing medical conditions are excluded under this policy. You can apply to add cover for one or more pre-existing medical conditions by calling Allianz Partners on 0800 800 357 between 8:30am and 5:00pm Monday to Friday (except public holidays). If your application is approved, an additional premium will apply.

What does a pre-existing medical condition mean?

A pre-existing medical condition means:

a) Any physical defect, infirmity, existing or recurring illness, injury, disability or mental illness of which you, or the person due to whom you are claiming, are aware of. b) Any medical condition for which you, or the person due to whom you are claiming have had or received a medical examination, consultation, treatment, investigation and/or medication in the 12 months prior to the date you activated your cover under this policy.

Cover over 75 years of age

There are some exceptions to the cover available for cardholders aged 75 or over . If you’re nearing or already 75 years of age, make sure to check the TSB Credit Mastercard Insurance Terms and Conditions so you’re aware of what you might be covered for and what else you may need to do.

Is there a maximum age limit on the Travel Insurance?

If you are aged 75 or above at the start date of your period of insurance for any journey under this insurance policy, you do not have automatic cover under:

a) ‘Section 2: Medical benefits’; and b) ‘Section 1: Cancellation and travel disruption benefits’ for any claims arising directly or indirectly from your medical condition(s) or signs or symptom, regardless of whether or not they are a pre-existing medical condition.

This applies to both international and domestic journeys.

Your period of insurance is the date we start to cover you prior to your journey commencing to the date you return to your home (as shown on your travel itinerary) directly following your journey.

Please read the definitions section in the policy wording for full definitions. For further information and support call Allianz Partners on 0800 800 357 to speak with someone.

What if I’m over 75 and still need cover?

During the medical assessment, Allianz Partners will ask you about your medical history and your pre-existing medical conditions.

If Allianz Partners approve your application for cover under Section 2: Medical benefits, you will be required to pay a premium, and written confirmation of your cover will be forwarded to you by Allianz Partners. Cover will not be in place until you pay any applicable premium and Allianz Partners inform you in writing.

To complete your medical assessment, please contact Allianz Partners Customer Care Medical Assessments Team on 0800 800 357 .

What if I book my travel before I turn 75?

If you book your journey prior to turning 75 and the start date of your journey is less than 12 months from the date you purchase your trip, and you meet the eligibility criteria, you will still receive coverage.

Will I pay a full annual fee if I’m over 75?

Because some sections of the cover will no longer be automatic, once the primary cardholder turns 75 we’ll waive the $90 Platinum Mastercard annual fee. We’ll also waive the fees for any additional cards that you may have.

Am I covered if I test positive for Covid-19 in my destination country and I need medical care?

Yes, providing that you did not commence your travel against the New Zealand Government’s advice, or against local government advice at your overseas destination.

Am I covered if I test positive for Covid-19 in my destination country and I am required to isolate under the current local destination Covid-19 isolation rules, and I cannot complete my travel?

Cover is available, providing that you can supply as evidence a dated supervised RAT/ PCR test or a medical certificate from a Registered Medical Practitioner detailing a Covid-19 positive result and the local authority isolation rules.

There is no cover for claims arising from any lockdowns, changes in government alert levels, quarantine or mandatory isolation that applies generally or broadly to some or all of a population, vessel or geographical area, or that applies based on where you are travelling to, from, or through.

What if there are no isolation requirements in my destination country, but I have Covid-19 and I am too unwell to travel?

Cover is available, providing that you can supply as evidence a medical certificate from a Registered Medical Practitioner stating that you are unfit to travel.

Allianz Partners

Who is the underwriter for tsb platinum mastercard travel insurance.

TSB Platinum Mastercard Travel Insurance is issued and managed by AWP Services New Zealand Limited trading as Allianz Partners and underwritten by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (Incorporated in Australia) which also offers travel insurance through Worldcare. If you would like to learn more about Worldcare Travel Insurance click  here .

Don't forget to read this bit

*Terms, conditions, limits, sub-limits, exclusions and eligibility criteria apply. Customers considering this travel insurance policy should read the Policy Wording to check what is and isn’t covered. If you are travelling on a domestic journey within New Zealand you only have cover under Section 1.1 Cancellation of Journey and Section 1.3 Travel Delay. If you are travelling on an international journey, you have cover under all sections of this policy. See TSB Credit Mastercard® Insurance Terms and Conditions for details.

1 There is no cover for lockdowns, changes in government alert levels, quarantine or mandatory isolation that applies generally or broadly to some or all of a population, vessel or geographical area, or that applies based on where you are travelling to, from, or through. As with any travel insurance, disinclination to travel due to fear or change of mind is not covered.

2 If you are travelling on a domestic journey within New Zealand you only have cover under Section 1.1 Cancellation of Journey and Section 1.3 Travel Delay. If you are travelling on an international journey, you have cover under all sections of this policy.

You should consider the Policy Wording before making any decisions about this travel insurance policy. Terms, conditions, limits, sub-limits, exclusions, and eligibility criteria apply. See TSB Credit Mastercard® Insurance Terms and Conditions for details.

The Hollard Insurance Company Pty Limited – Financial Strength Rating and Overseas Policyholder Preference Disclosure Notice

The Hollard Insurance Company Pty Ltd has a financial strength rating of A (Strong) issued by Standard and Poor’s. The Standard & Poor's rating scale is: AAA  Extremely Strong AA  Very Strong A  Strong BBB  Good BB  Marginal B  Weak CCC  Very Weak CC  Extremely Weak C  Selective Default D  Default

The rating may be modified by the addition of a plus (+) or minus (-) sign to show relative standing within the major rating categories. The rating scale above is in summary form. 

A full description of this rating scale can be obtained from https://www.spglobal.com/ratings/en/ .

An overseas policyholder preference applies. Under Australian law, if The Hollard Insurance Company Pty Ltd is wound up, its assets in Australia must be applied to its Australian liabilities before they can be applied to overseas liabilities. To this extent, New Zealand policyholders may not be able to rely on The Hollard Insurance Company Pty Ltd’s Australian assets to satisfy New Zealand liabilities.

Mastercard, Priceless and the circles design are registered trademarks of Mastercard International Incorporated.

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Travel Insurance

For customers of our packaged accounts, travel insurance is provided.

You do not need to contact us before you travel, but please take a moment to understand the cover provided...

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Travel insurance

To apply for a packaged account you must be an existing current account customer..

Our Travel Insurance policies are underwritten by AWP P&C SA and administered by AWP Assistance UK Ltd trading as Allianz Assistance.

On this page 

What's travel insurance?

Travel insurance is financial protection against unforeseen circumstances while you’re travelling or on holiday. Depending on your level of cover it can protect you, your trip and your property such as medical care, cancelled flights or lost luggage.

Our policies:

• Include winter sports cover
• Include COVID-19 cover
• Have the option of cover for over 70s
• Can have cover for many pre-existing medical conditions added

We offer travel insurance with our packaged bank accounts

These are only available to existing Royal Bank current account customers.

Which bank accounts come with travel insurance?

Our Silver bank accounts come with European travel insurance.

Our Platinum and Black bank accounts come with Worldwide travel insurance.

Do I legally need travel insurance?

No, you are not legally required to have travel insurance however it is a good idea.

Some tour operators may insist that you have travel insurance before they confirm your booking, especially to countries like the USA where there’s no public health service.

Why is travel insurance important?

If you have travel insurance, depending on your policy, it could cover the costs of unforeseen incidents such as health emergencies, cancelled flights or missing luggage.

Not sure a packaged account is for you?

 View our full  range of accounts , including accounts with no monthly fee.

Who is covered by my travel insurance?

For both Platinum and Black account customers, family cover is included. This provides cover for you, your partner, and dependent children under 18 (or under 23 if in full time education) at the start of the journey. Children must be living at the home address (or with the other parent) and be neither married nor in a civil partnership.

For Silver account customers, only you and any joint account holder is covered.

What does travel insurance cover me for?

We have a range of cover across our packaged bank accounts. Please see the policy terms for full details and exclusions. 

Cover for your trip

• Cancelling your trip (before you are due to start your trip)
• Delayed or missed departure (on the day you are travelling) 
• Cutting your trip short (after your trip has started)

Cover for you

• Emergency medical costs (such as illness, injury or quarantine)
• Personal accident (such as an accidental injury)
• Personal liability (if you become legally liable for an accident)
• Legal costs 

Cover for your property

• Baggage (lost, stolen or accidentally damaged)
• Delayed baggage (essential replacement of toiletries, medication or clothing)
• Personal money (lost or stolen)
• Lost Passport or Driving Licence (reasonable travel, accommodation and administration costs)
• Winter sports cover 

Over 70 or have pre-existing medical conditions?

If you or your joint account holder are aged 70 or over, you’ll need to get in touch with us each year to purchase an age extension upgrade, where there will be a £75 annual premium per person aged 70 or over.

Pre-existing medical conditions won’t be covered. You may have to pay extra for this, or you may find that your condition cannot be covered.

To find out if you can extend your travel insurance to include cover for someone over 70, or with a new or existing medical condition, please sign in to  Membership Services  and complete the online form.

You can contact us to discuss:

For new or existing customers, you can call us on:

 Silver : 0345 607 5154 (Relay UK 18001 0345 607 5154) Overseas: +44 2392 666 062 Platinum : 0345 609 0456 (Relay UK 18001 0345 609 0456) Overseas: +44 2392 668 827 Black : 0345 266 8801 (Relay UK 18001 0345 266 8801) Overseas: +44 2392 668 814

What if Allianz Assistance are unable to offer me an upgrade?

You may be able to obtain alternative travel insurance cover for pre-existing medical conditions by contacting one of the providers featured in the  MoneyHelper Directory  of specialist travel insurance providers for people with serious medical conditions. Do take time to study and compare the terms and conditions to ensure you have the cover you need

Telephone: 0800 138 7777 | Relay UK: 18001 0800 138 7777. Monday to Friday, 8am to 6pm | Saturday, Sunday, and Bank Holidays, closed

Travel Insurance Terms

We do our best to ensure everyone is aware of their account terms and conditions, please take some time to review, print and/or save a copy of these.

• Platinum Travel Insurance Terms (PDF, 446 KB)
• Black Travel Insurance Terms (PDF, 405 KB)

Types of cover included with our bank accounts

Worldwide travel insurance

If you’re looking for Worldwide or Family travel insurance, we offer cover built in to our Platinum and Black accounts.

Reward Platinum and Select Platinum account

Family travel insurance for trips in the UK and worldwide up to 31 days, including winter sports.

• Includes emergency medical expenses, cancellations, baggage and more.
• Cover for you, your partner, and dependent children under 18 (or under 23 if in full time education) at the start of the journey. Children must be living at the home address (or with the other parent) and be neither married nor in a civil partnership.
• COVID-19 cover.

Are you an existing customer?  To see your full list of account benefits:

Manage your Reward Platinum

Manage your Select Platinum

To apply for a Reward Platinum you must be an existing Royal Bank current account customer. £20 monthly fee. Select Platinum can't be applied for.

Reward Black and Black account

Family travel insurance for trips in the UK and worldwide up to 90 days, including 31 days for winter sports.

• Includes medical expenses cover, cancellations, baggage and more.

Are you an existing Premier customer?   Manage your benefits .

To apply for a Reward Black you must be an existing Royal Bank current account customer and meet one of the following criteria: have a minimum £100k sole income or £120k joint income paid into your Royal Bank account, or £500k minimum mortgage borrowing with us, or minimum £100k savings or investments held with us. £31 monthly fee. Black account can't be applied for.

European travel insurance

If you’re looking for European travel insurance, we offer cover built in to our Silver accounts.

Reward Silver and Select Silver accounts

You’re covered for 22 days per trip for UK and European travel, including winter sports.

• Only you and any joint account holder will be covered.

Are you an existing customer?  To view your full account benefits:

Manage your Reward Silver

Manage your Select Silver

To apply for a Reward Silver you must be an existing Royal Bank current account customer. £10 monthly fee. Select Silver can't be applied for.

Make a claim online

To make a travel insurance claim online log in to Membership Services and complete the online form. Membership Services is where you can manage all of your account benefits, if you've not logged in before you'll need to sign up. 

Or you can call us

Silver : 0345 607 5154 (Relay UK 18001 0345 607 5154) Overseas: +44 2392 666 062 Platinum : 0345 609 0456 (Relay UK 18001 0345 609 0456) Overseas: +44 2392 668 827 Black : 0345 266 8801 (Relay UK 18001 0345 266 8801) Overseas: +44 2392 668 814

Common questions about our travel insurance

How can i get a copy of my travel insurance policy.

You can get a copy of your travel insurance terms here:

Silver Travel Insurance Terms (PDF 687KB) .

Platinum Travel Insurance Terms (PDF 717KB)

Black Account Travel Insurance Terms (PDF 895KB)

Do I need to register for travel insurance?

You don't need to register, you're automatically covered.

If you would like to extend your cover to include pre-existing medical conditions or are aged 70 and over, please call us. We may ask you to pay an additional premium or we may not cover your condition.

Do I need to let you know my travel plans?

You don't need to let us know when you are going abroad. Your travel insurance automatically applies if you have a Silver, Platinum, or Black bank account.

Our fraud monitoring services will secure and monitor your debit card activity the same way as it does within the UK so you can travel freely without having to notify us.

However, we understand you might still like to register your travel plans and for that reason we have kept the option for you to do so on the mobile app.

Steps to register your travel plans for your debit card:

• All you need to do is tap on your account from the main page and go to 'Manage my card'.
• Tap 'Going abroad' then 'Add trip' (iOS devices) or 'Register card' (Android devices) and follow the instructions on screen.

What is my travel insurance policy number?

Your policy number is your sort code followed by your account number. 

This is also shown on the Certificate of Insurance that you can download or request by calling us.

Any upgrades you purchase will have their own unique policy ID which is shown in the confirmation email.

What cover does our travel insurance provide for COVID-19?

Your policy provides cover for the following situations related to COVID-19 as long as the Foreign, Commonwealth & Development Office (FCDO) aren't advising against "all travel" or "all but essential travel" to your destination. 

Cutting short a trip due to:

•  A change in FCDO advice, as long as you weren’t aware of this advice when you travelled. 
• Being unable to stay in pre-booked accommodation due to COVID-19 or another pandemic, as long as you weren’t aware of this when you travelled.

Cancelling a trip due to:

• You or any insured person, close relative or travelling companion being diagnosed with COVID-19 or another pandemic disease.
• Quarantine (as an individual and not broadly as part or all of a population, vessel or geographical area).
• The FCDO advising against 'all' or 'all but essential' travel due to COVID-19 or another pandemic, if not known at the time of booking
• You being refused boarding onto your booked public transport due to displaying symptoms of COVID-19 or another epidemic or pandemic.

Other ways we can help you while abroad

Spending abroad.

A guide to using your card abroad and important fee information.

Currency card calculator

Use our calculator to view your conversion rates and charges.

Switch to Royal Bank

The Current Account Switch Service will do all the work when it comes to switching, moving everything across from your old account all within 7 working days, including Direct Debits and standing orders. All you need to do is tell us the details of your old bank account and when you want the Switch to start.

We can not switch savings accounts or ISAs through this service. Any other products you have with your old bank will not be moved at the same time.

Current Account Switch Guarantee (PDF, 39KB)

A Guide to Switching Current Accounts (PDF, 3MB)

How does the Switch Service work?

Something else we can help you with?

Lloyds Bank Travel Insurance Your policy booklet - June 2016 edition

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