leisure guard travel insurance number

• 01293 855 960

Monday – Friday: 8:30am – 6:00pm

Saturday: 9:00am – 5:00pm

• Exclusive offer for Leisure Guard Customers: Get up to 40% off hotel bookings with Leisure Guard World. Click here to find out more

Coronavirus (COVID-19): Click here to find out more about our cover .   Travel Advice: You can also view the latest gov.uk travel advice here .

Travel insurance, benefits of leisure guard travel insurance.

• Up to £15,000,000 medical emergency & Repatriation cover
• Up to £7,500 cancellation & curtailment cover
• Cover for Missed Departure and Travel Delay included with all policies
• 24/7 Access to an online doctor at home and whilst overseas
• Up to £3,000 cover for your personal possessions
• Cover for loads of activities; with over 100 Sports and activities covered as standard
• 24hr emergency helpline in place should you need us while on your trip
• 5 Star Defaqto rated on our Premier and Premier Plus policies

Leisure Guard World - Independent Travel Agent

Up to 40% off hotel rates, hotels & resorts, airport parking, currency club, consumer insurance products.

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Leisure Guard World aims to provide our customers with additional products and services, hassle free and at the best rates. 

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© Copyright 2024 Leisure World Developments Ltd. 

Leisure Guard Group and Leisure Guard Insurance Services are trading styles of Leisure World Developments Ltd. Leisure World Developments Ltd is authorised and regulated by the Financial Conduct Authority (FCA), under FCA number 927718. 

Leisure Guard is arranged and administered by ROCK Insurance Group. ROCK Insurance Group is a trading style of Rock Insurance Services Limited who is authorised and regulated by the Financial Conduct Authority (FCA No. 300317).

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• Leisure Guard Group, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

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© Copyright 2024 Leisure World Developments Ltd. Website design by Casper Creative . Leisure Guard Group and Leisure Guard World are trading styles of Leisure World Developments Ltd. Leisure World Developments Ltd is authorised and regulated by the Financial Conduct Authority (FCA), under FCA number 927718. Leisure Guard World is an affiliate of InteleTravel UK, ABTA number P7384. InteleTravel UK are appointed agents for our suppliers, who are ATOL Holders.CLIA: 00-323643.

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• [email protected]

Monday – Friday: 9am – 5pm

Get in touch with Leisure Guard Group

Contact us to find out more about the products and services we offer at Leisure Guard Group.

Send us a message

Email or write to us.

• Leisure Guard Group, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

Sign up to the Leisure Guard Newsletter

Get the latest offers, discounts and promotions from Leisure Guard, direct to your inbox.

Leisure Guard Group

Leisure guard brands, important information.

Leisure Guard Group is a trading style of Leisure World Developments Ltd. 

Leisure World Developments Ltd is authorised and regulated by the Financial Conduct Authority (FCA), under FCA number 927718.

Privacy Overview

Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.

Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.

Sign up to our newsletter

By clicking SIGN UP you are consenting to receive information and promotions from us (e.g. periodic newsletters, communications on new products or services, updates on market developments). Occasionally these will contain advertisements from trusted partners. However, we will never give, sell or rent your e-mail to any other companies. If you want to stop receiving our free emails you can unsubscribe at any time by clicking on the link at the bottom of each email. For further information see our privacy policy.

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Leisureguardinsurance   Reviews

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Scam artists

I took a multi-year travel insurance policy out in May 2023 for £65. I did online and did not see anything about auto-renewal. If I had I would have opted out. I just received an email informing me the policy would be auto renewing for £150!!! These guys are crooks. This email could easily have gone accidentally to the Junk folder and I might not have seen it. As it is I had to go through the rigmarole of phoning up to cancel the auto renewal (there is the option to email but I want immediate confirmation of cancellation). I will be avoiding these scammers in future.

Date of experience : 20 April 2024

Rubbish Our ferry cancelled and we was not covered, but it says in the gold policy I was. if you go with this company read the documentation and ask questions. I WILL NEVER USE AGAIN RUBBISH

Date of experience : 17 February 2024

car hire excess insurance.

Used their car hire excess insurance. Fell trap to a small car hire company charging extortionate rates for very minor wear and tear damage. The claims portal had some issues initially but once I got access in, I uploaded the documents, and the claim was approved and paid within a few days. Contact us by email (or phone) but I found the emails great and the staff helpful. Not sure why the other reviews are so bad, my experience was great

Date of experience : 30 November 2023

Good insurance cover for the price

Good insurance cover for the price. Not the cheapest travel insurance but in comparison to others very good cover for the price. Very good service. Would recommend.

Date of experience : 06 April 2024

Had to cancel trip due to injury

Had to cancel trip due to injury. Submitted all required documents but due to cancelation letter from Crystal ski not being adequate I had to resubmit. Crystal were useless but eventually obtained correct paperwork and resubmitted. Had no response and eventually sent 3 emails, again no response. I have just called and they said not received but after being on phone for 30 minutes eventually say they have it. Said they will have answer in 5 days. Because of this injury I have had to make 2 claims with AXA, both occasions have been extremely frustrating. People who review who have not made a claim and give 5 stars should be ignored as any one can take money of you. Advise to read revews were claims have been submitted. Initially gave one star but while writing this had phone call from Michaela who was very charming and assured me claim is now being dealt with, so fingers crossed.

Date of experience : 25 March 2024

Highly recommend!

We cannot recommend the team at Leisure Guard insurance highly enough! They have been fantastic to deal with and have responded to our queries in a timely and very efficient manner. Their rates were also very competitive which helps massively.

Date of experience : 16 December 2023

Only got one star as have to give it by…

Only got one star as have to give it by default! Avoid this company as it’s a waste of money. AXA insurance is behind them and must use this company name to hide the poor quality quality insurance. I would suggest putting your money elsewhere. They should be ashamed to give such a shoddy service.

Date of experience : 21 February 2024

No issue with claiming

I've been with Leisure Guard for several years. When I went to Portugal and hired a car, on returning it, they found a tiny 2mm chip and charged me €120. There's a lot of pedanticness due to low-cost car hire and competition. However, I had no issue claiming this back with a photo of the damage.

Date of experience : 01 September 2023

Scam insurers AVOID

Took 6 months to process our claim only to get a rejection even though we had been told we were covered when we rang up initially We got stranded in Sicily for four days because of an airport fire. Apparently it turns out flight disruption is not covered by their ‘premium’ travel insurance policy. How can you call it travel insurance when even the mode of travel isn’t covered. They are underwritten by AXA so I thought they’d be reputable but it seems AXA puts their name to any scam insurers.

Date of experience : 18 July 2023

Currently in Italy with a injury

Currently in Italy with an injury. Been advised I need surgery straightaway. Leisure Guard marked it as urgent 3 days ago. Still don't know if they are covering it or flying me home. Thank God I didn't have a heart attack.

Date of experience : 05 March 2024

Great service and very easy to setup

Great service and very easy to setup. We had a couple of trips planned so the offer of an annual policy was perfect and excellent value! Would recommend to others.

Date of experience : 26 March 2024

Been waiting since 31 January for…

Been waiting since 31 January for action. This week I’ve rang twice and been told they would call me back by the end of the day still waiting the customer service us so ooor

Date of experience : 16 January 2024

Do not use Leisureguard. Give your money to a beggar, put it down a drain, but do not use Leisureguard.

Well I wish I had read these reviews before buying travel insurance from this company. AVOID LEISUREGUARD LIKE THE PLAGUE. Halfway through my holiday my return flight time was changed , brought forward by 11 hours, and as I was travelling, I could not make this flight. I was forced to buy another, very expensive last minute return flight, which cost over £1100. When I tried to claim back this expense Leisureguard said that their policy didn’t cover flights being brought forward , only delayed flights. Did they tell me this when I bought the insurance? No. This travel insurance policy was a waste of money.

Date of experience : 26 January 2024

While on holiday in new york in…

While on holiday in new york in December 23 my wife had her hand bag stolen in the hotel lobby. Which turned out to of been an organised gang which targeted another 4 hotels that night. The hotel has the incident all on cctv which was given to the police where we received a full report of the crime. Having all this evidence on cctv and a police report leisure guard have refused to pay out. All because we did not have receipts. Who keeps receipts for items that are 1 to 2 years old. The cash was just saved over the year like a lot of people do. PLEASE BE VERY CAREFUL OF THIS COMPANY AS THEY ACT LIKE MODERN DAY HIGHWAYMEN. This was an honest and legitimate claim. AVOID THEM LIKE THE PLAGUE

Date of experience : 10 December 2023

Impossible to make a claim!

I have used Leisure Guard several times for car hire excess insurance but this is the first time I have had reason to make a claim. The claims portal is an absolute nightmare and just doesn't work! It almost seems as if the company is trying to make the process so difficult that you will be deterred from claiming. First it says it doesn't recognise my name, then it doesn't recognise the policy number, then it says it will send you an email with a code to allow you to register full claim details but the email never arrives. Ombudsman is next contact...

Date of experience : 20 November 2023

The insurance cover met all my…

The insurance cover met all my requirements and the price was competitive. Website was easy to use.

Date of experience : 21 March 2024

A Leisure Guard Insurance Policy is worthless

My wife became ill on 1st February, 2023 shortly before we were due to on holiday to Salcombe on 3rd February, 2023 and accordingly we made an on line claim on our Leisure Guard Travel Insurance Policy. Six weeks later we haven't received any response from Leisure Guard. Furthermore numerous phone calls to the Leisure Guard telephone help line remain unanswered or cut off after 30 minutes. A Leisure Guard Insurance policy is worthless

Date of experience : 08 February 2023

Reply from Leisureguardinsurance

Good afternoon, Thank you for your review. We have contacted the claims team for investigation and I can confirm they will be in contact to discuss this matter with you. Kind regards, Leisure Guard Team

Shocking appalling

Shocking appalling, what a rubbish company. My son underwent emergency surgery whilst on holiday and they dont have the decency to contact us in any way after our claim 4 months ago. Emailed countless times; phoned sitting on the end of that dreadful music for hours, and still nothing. Avoid like the plague and get a quality insurance company not this two bit charade.

Date of experience : 23 August 2022

Good Morning, Thank you for leaving a review. We are sorry to hear of the issues you have faced. Unfortunately we do not act a the claims handler, and cannot assist with the claim, but if you can send us an email at [email protected] with details of the issues you have faced, we will forward this to the claims handler to assist. Kind Regards, Leisure Guard Team.

Travel Insurance Auto Renewed I ended…

Travel Insurance Auto Renewed I ended up paying a for a policy I did not need, as the notice for renewal went into my junk folder. Unable to get a full refund after the 14 day cooling off period. Not very helpful near, rude customer advisor. Be careful when using this company.

Date of experience : 10 April 2023

Good morning, Thank you for your review. We do inform our customers that policies are set to automatically renew unless you notify us that you do not wish to renew. In regards to the customer service you have experienced, we will investigate this matter to ensure our team are providing the excellent customer service we aim to achieve. We have sent you an email regarding this matter containing further information. Kind regards, Leisure Guard Team

Don’t use this company

Don’t use this company! Wish I’d read these reviews and not the Feefo ones before getting excess car insurance. Now I need to claim and getting through to Leisureguard is absolutely ridiculous - I’ve been passed round 5 different phone numbers, waited for ages - just checked & I’ve just spent another hour calling - been cut off twice. Web claims site doesn’t work, no response on email and live chat takes an hour to respond and then can’t help! Update: have just received a payment. The portal still kept failing, each response took ages and I never did get through on the phone but they have actually paid out which is a huge relief and hopefully some comfort to others still waiting!

Date of experience : 02 September 2022

Good Morning, Thank you for leaving a review. We have sent you an email regarding this matter. Kind Regards, Leisure Guard Team.

• 01293 660 967

Frequently Asked Questions

Check out our faqs, covid-19: what are you covered for.

Yes, 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, providing it has been more than 48 hours since you purchased the policy.  

or You are required to self-isolate, subject to a positive test result/confirmation from a GP, or notification from the Track & Trace system and if someone you were due to travel with or stay with on your trip needs to self-isolate.  

Yes, cover is provided if you or your travel companion are denied boarding following either a COVID-19 diagnosis with an NHS or other government official test or receiving a temperature test reading or other medical test which falls outside of the transport provider’s terms of travel.  

Yes. This would be covered under medical expenses section of the policy. If medically necessary we will also arrange for you to be brought back home.  

Providing you aren’t travelling against the advice of Foreign, Commonwealth & Development Office (FCDO) or another regulatory authority  

Yes you are covered, If you contract coronavirus whilst on your trip, we will pay up (to the amount shown in the summary of cover) for costs incurred outside your home country that have been authorised by the emergency assistance company.  

Yes, if you develop COVID-19 whilst abroad your policy will cover you for emergency medical treatment, repatriation and other expenses and additional transport and accommodation if you are unable to return home as planned.  

Yes . This would be covered under medical expenses section of the policy. If medically necessary we will also arrange for you to be brought back home.

Providing you aren’t travelling against the advice of Foreign, Commonwealth & Development Office (FCDO) or another regulatory authority

Yes. 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.  

No. We understand how this can make your trip less enjoyable and means you may incur additional costs, but unfortunately this wouldn’t be covered – as it’s still your choice whether to go or not. It’s usually worth speaking to your tour operator or travel provider to see if they can move your dates.  

No you are not covered, if you are unable to travel because the government/or another regulatory authority have imposed restrictions,including national lockdown or regional quarantine.  

No. If this happens, please contact your tour operator or travel provider for assistance.  

Policy changes and customer care

To contact our customer services team please call us on 01293 855 960 We are open : Monday to Friday – 8:30am to 6pm Saturday – 9am to 5pm Sunday & Bank Holidays – Closed.

Your policy is sent to you automatically by email right after you buy your policy. It’s worth checking your junk or spam folder.  

If it’s not there, please contact our customer service department on 01293 855 960 to ascertain that your email address is correct and they will re-send to you. Alternatively, please get in touch via email at [email protected]  

If you would like to amend your policy you can do so by contacting us at 01293 855 960 or speak to a member of our team via Live Chat here .

You are free to cancel this policy at any time. If you wish to cancel within 14 days of the policy purchase date or the receipt of the policy documents whichever is the later, you may do so by contacting us on 01293 855 960 or email us at [email protected] or 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 receipt of the documents you will receive a partial refund, providing you have not travelled, made a claim or intend to make a claim.  

If you cancel an Annual Multi-trip policy after the first 14 days of receipt (or after the renewal date) you will refund a portion of the premium depending on the number of complete months 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.  

You can contact us at [email protected] , or send your complaint via post to:.  

The Compliance Manager   ROCK Insurance Group   Griffin House   135 High Street   Crawley   West Sussex   RH0 1DQ  

For complaints about how an assistance case or claim has been handled please contact:.  

The Complaint Team   AXA Partners   The Quadrangle   106-118 Station Road   Redhill   RH1 1PR  

Phone us: 02045 179 880  

If you are still unhappy about our service, you can contact the Financial Ombudsman Service:  

Financial Ombudsman Service Exchange Tower   Harbour Exchange Square   London   E14 9SR  

We aim to deal with any complaint within 24 hours of receipt however we guarantee that you will be contacted by letter or telephone within 5 days of receipt of your complaint. This will either be a response to your complaint or if we are not able to respond at this time we will inform you of who is handling your complaint, and explain why we are unable to respond at this time. If after 4 weeks, we have still unable to resolve your complaint you will receive a further letter informing you of our progress.

If after a further 4 weeks we are still unable to resolve your complaint you will receive a letter explaining why we cannot respond to your complaint. We will indicate when we expect to respond and will provide details of your right to refer your complaint to The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 0800 023 4 567. Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority, Trading Standards Service or Citizens Advice Bureau.

Yes, if you want to upgrade your level of cover or upgrade your Single Trip policy to Annual Multi-Trip cover, we can help you with that. You can also upgrade your policy to a different geographical limit, add winter sports cover, cruise cover upon payment of additional premium subject to terms and conditions.

However once the policy has been purchased you are unable to downgrade cover, add an excess waiver or gadget cover to the policy.

Speak to a member of our team on 01293 855 960 or by Live Chat here .

Unfortunately, we can’t extend your policy for you whilst you are away. However the policy automatically extends if you need to extend your trip due to unforeseen reasons such as your return flight being cancelled, or if you fall ill and have to stay in hospital (provided the illness or injury is covered by your policy).

If you do not wish to have your annual multi-trip policy renewed please click here to opt out  

You can find full information about how we collect, store and use our customer data in our privacy policy . This explains what you’re rights are under General Data Protection Regulation (GDPR).

Buying your policy

The excess is the amount you pay when you make a claim which is set out in the table of benefits.  

Where a claim is made for the same incident only one excess will apply per trip, per insured person (max 2).  

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.  

Yes, our Annual Multi Trip policies have an upper age limit of 75, however we offer Single Trip policies for customers up to the age of 85.

Taking out a couple or family travel insurance policy is cheaper – as we’re able offer you special discounted rates.

To buy a couple policy, you’ll need to either be married, in a civil partnership, or be common law partners (i.e. you live together as a couple at the same address, rather than as housemates).

With family travel insurance, you can include up to four dependent children or grandchildren, provided they’re all under 18 and in full time education.

Up to four dependent children or grandchildren under the age of 18 who are in full time education.

Each adult is covered to travel independently. Children are not covered to travel independently and are only covered if they’re travelling with one of the adults named on your policy.

Yes, you’ll be covered if complications arise while you’re away, as long as you haven’t suffered from the complications before and you’re travelling within the guidelines of your travel provider (for example, most airlines have their own rules around the maximum number of weeks pregnant you can be if you fly with them).

There’s nothing you need to do – pregnancy doesn’t need to be declared on your travel insurance documents in the same way that an illness or pre-existing medical condition would.

A full list of the complications covered by the policy can be found under the of your policy wording titled ‘ meaning of words’ . These include for example, gestational hypertension, pre-eclampsia, miscarriage and premature births more than 8 weeks from your due date (16 weeks for multiples).

Please enter your age at the time of purchase.

Your cancellation cover for any upcoming trips will start on the ‘start date’ you enter when you buy your policy. So if you’ve paid for a trip and need cover for cancellation costs, simply start your policy from today’s date.

We offer a 14 day cooling off period – so if you change your mind you can still cancel your policy and receive a full refund, provided you don’t intend to make a claim and have not travelled on the policy.

Our travel insurance offers cover for trips globally: from Europe to America, Africa to Asia. If you’re not entirely sure where your holiday destination falls under, then this is easily found out by simply by entering the name of the country into the travelling to box, or selecting either European or Worldwide regions.  

United Kingdom  

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

Albania, Andorra, Austria, the Azores, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, the Channel Islands, Croatia, the Czech Republic, Cyprus, Greece (including the Greek Islands, Denmark, Egypt, Estonia, the Faroe Islands, Finland (including Lapland), France, Gibraltar, Germany, Hungary, Iceland, Ireland (Republic), the Isle of Man, Israel, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Moldova, Monaco, Montenegro, Morocco, the Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain (including the Balearic Islands and the Canary Islands, Sweden, Switzerland, Tunisia,Turkey, Ukraine and the Vatican City.  

Australia and New Zealand  

Worldwide excluding USA, Canada, Mexico and the Caribbean  

Worldwide including USA, Canada, Mexico and the Caribbean  

You would need to select the geographical limit that includes all of your destinations, so for example if you are travelling to Spain and then France you would select the European policy. However if you are going to Dubai and stopping off in Italy for a few days, you would need to purchase a Worldwide excluding USA. Canada, Caribbean and Mexico policy.

Single Trip – No Requirements  

Annual Multi-Trip – Where you have selected an Annual Multi-trip policy your policy is valid for UK travel where you have at 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  

  Depending on which country or countries you’re visiting, you can select one of the following regions on the drop down menu:  

Worldwide – excluding USA, Canada or the Caribbean  

Worldwide – including USA, Canada or the Caribbean  

Please check the Travel Advice Unit of the Foreign, Commonwealth & Development Office (FCDO) before your trip here

Our policies are only available to residents of the United Kingdom, Channel Islands or Isle of Man that are registered with a medical practitioner

People that reside in the UK and that they are registered with a GP in the UK.  

Unfortunately not. You must be a permanent resident of the UK to be eligible to purchase travel insurance from us. Your trip must also start and finish in the UK too.  

Unfortunately, our policies will not cover you if you’ve already left the UK.

For help with finding cover, the British Insurance Brokers Association can help you find local brokers who may be able to help with a tailored policy.

To add cover for working abroad, please include Sports and Activities Cover D when you get a quote. This will cover you under the terms of the policy while you’re in the workplace – for example if you have an accident at work, we’ll cover your medical bills.

The only type of work that wouldn’t be covered is manual labour involving tools or machinery, where you’re working at heights over 2 metres or with wild animals. But other jobs with physical aspects – like nursing or bar work – would be fine.

It’s worth bearing in mind that you won’t be covered for personal liability while you’re working –  if you have an employer, this would typically be covered by their own public liability cover in the workplace. If you’re self-employed, please check you have public liability cover in place that covers you abroad.

Our Backpacker policies can cover trips up to 552 days duration.

If you’re planning any adventurous activities while you’re away, many are covered as standard – including scuba diving up to 18 metres, white water rafting up to grade 3 rivers, paddleboarding* and hiking up to 4,000 metres. 

*No cover for personal liability, white water grade 4.

It’s worth noting that your cover ends once you land back in the UK. So if you’re planning to break up your trip with a hop back to the UK, you’ll need to take out separate insurance for each period of time you’re out of the country.

All limits are per insured person apart from Legal & Liability which are per policy.  

Before you go

Single Trip – No, you will be covered from the date that you purchase your policy  

Annual Multi Trip – Yes, you will not be covered for cancellation before the start date for all Annual policy.  

Yes, you’d be covered to claim for cancellations costs if a close family member or person you’re travelling with falls ill before you go, provided the illness wasn’t known about before you bought your policy or paid for your trip (whichever is the later).

What medical circumstances would be considered if you make a claim are detailed on your policy wording, but for example this would include any pending medical investigations, or anything they’ve received prescribed medication for within the 90 days before your period of insurance starts.

No – Your airline should step in as they have a duty of care to help you. Under European Air Passenger Regulations any carrier licensed in an EU Country must offer you either a full refund or alternative flights. Check your rights on the Civil Aviation Authority website.  

If your carrier is not licensed in an EU country you may be covered under the Cancellation or Travel Disruption section of your policy.  

Renewing your Annual Multi-Trip policy

If you do not wish to have your annual multi-trip policy renewed, please visit https://optout.rockinsurance.com to opt out. Log in by entering your policy number and email address.

While you're away

For policies purchased on or after the 11th july 2022 , please call our 24/7 emergency assistance team:  .

24/7 Assistance – 0204 517 9889 If you are calling from outside of the UK -+44 (0) 204 517 9889  

For policies purchased before the 11th July 2022, please call our 24/7 Emergency Assistance Team:

+ 44 (0)1273 071784 or email [email protected]

Unfortunately, you cannot be covered if you have already left the UK.

This is not a private health insurance policy. The Insurer will pay for private treatment only if there is no appropriate reciprocal health agreement in existence and no public service available and the Insurer reserves the right to organise a transfer from a private medical facility to a public medical facility where appropriate.

If you are taken/or go to a private medical facility, costs that arise will only be covered if you have contacted the emergency medical assistance company and any treatment has been authorised by them.

Firstly, please check your Policy Certificate and Policy Wording to see what’s covered under the Loss of Passport benefit of your policy.

You may be covered for the cost of obtaining an emergency travel document from the Foreign, Commonwealth and Development Office (FCDO), along with travel and accommodation costs if you need to travel to get them. Please note however, that you will not be covered for the cost of the document itself.

Here’s what to do:

Report the loss or theft of your passport to the local police as soon as possible. You will need to obtain the crime reference details they provide for the Lost or Stolen Passport Notification form.

Next, to get the ball rolling with replacement documents, you will need to report your passport as lost or stolen on the FCDO website , or alternatively, give them a call on  +44 (0) 20 7008 1500. They’ll let you know where your local FCDO office is to collect your emergency travel document and how long it’s likely to take. You will need to pay for the document and claim it back from us once you’re back in the UK.

If you need to travel to collect your replacement document, remember to keep all receipts for travel and accommodation.

Once you’re home, please get in touch with our Claims team.

Firstly, check your Policy Certificate to see what’s covered, along with your Policy Wording.

To make a claim for your bag and its contents, you’ll need to obtain a written report from the police or relevant authority within 24 hours of it happening. This is essential to make a claim – without it the claims team cannot make any payment to you.

If you’ve lost money, please also keep receipts for any cash withdrawal you’ve made following the loss.

Once you’re back in the UK, please contact the Claims team.

All of our policies include airport lounge access for scheduled flight delays over 2 hours. So, if you’re facing a delay of over 2 hours, please call+ 44 (0)2380 177466 (open 24 hours), quoting your Policy Number and flight details. We’ll check availability and can send an airport lounge voucher to you via SMS.

Terms and conditions apply – for instance, the 2 hour delay must be announced in one go, not as a series of shorter delays. So please check your policy wording for full details.

If you haven’t claimed for the airport lounge benefit and your departure from the UK is delayed by 24 hours or more due to strike or industrial action, you will be covered for Travel Delay. This pays you up to the amount listed on your policy certificate for each 24 hour period of delay.

If you choose to abandon your trip after 24 hours delay, you can also claim under the Abandonment section of your policy. This will cover non-refundable travel and accommodation costs you’ve paid for your trip.

To claim, please make sure you obtain written confirmation of the delay from your airline or carrier.

Medical conditions

Any of the following medical conditions from which you have suffered from or received medical advice,  

• treatment (including surgery, tests, investigations by your doctor/consultant /specialist) or prescribed drugs  
• or medication in the last five years:  
• Any cancer condition (including leukaemia, non-Hodgkin’s lymphoma and any type of skin cancer),  
• Any heart-related or blood circulatory condition (including high blood pressure and high cholesterol),  
• Any diabetic condition,  
• Any neurological condition (including stroke, brain haemorrhage, multiple sclerosis, epilepsy and dementia),  
• Any breathing condition (including asthma, bronchitis and chronic obstructive pulmonary disease),  
• Any renal, kidney or liver condition,  
• Any psychiatric or psychological condition (including anxiety, stress and depression),  
• Any chronic condition that can be controlled but not cured (including back pain, Crohn’s, diverticular and coeliac disease and ulcerative colitis),  
• Any other medical condition for which you have been prescribed medication or which you have received or are waiting to receive treatment (including surgery, tests, or investigations) within the last 12 months.  

When applying for travel insurance with pre-existing medical conditions you have to complete a medical screening, either online or over the phone. This is simply a set of questions related to the condition of your health, designed to ascertain the type and severity or risk of the pre-existing medical condition you have.  

Yes. If you have a pre-existing medical condition you will need to contact the Medical Screening team to declare your conditions. You can contact them on :  

Medical Screening – 01293 855 960  

Your pre-existing medical conditions will not be covered unless you have declared all conditions, received acceptance of this in writing, and paid an additional premium (where applicable).  

Sports, activities and working abroad

A wide range of sports and activities are covered as standard on all of the policies at no additional cost as long as you are participating on a recreational and non-professional basis during any trip and you are following local laws and regulations and using any recommended safety equipment.  

A full list of sports covered as standard and any exclusions can be found in the policy booklets under “Sport and Other Activities”. You should check this list to ensure you are covered before participating.  

Winter Sports Cover may be available to purchase at extra cost to provide more cover for those specific sports trips.  

Limits, excesses and exclusions apply, For full details please refer to your policy booklet.

If you have purchased Standard, Premier or Premier Plus cover then your policy can be extended to   include Cruise Cover which includes missed port departure, itinerary change, cabin confinement and   unused excursions, subject to terms and conditions.If you have purchased this cover it will be shown on your policy schedule.  

Personal accident  – This is a lump-sum payment made to you if you suffer a permanent disability or death as a result of an accident. It’s worth noting that you’ll still be covered for medical costs under the terms and conditions of your policy,

Personal liability  – This is costs to cover you if you become liable for accidentally injuring someone, or causing accidental loss or damage to their property.

We recommend contacting the organiser to check what insurance they have in place. You may be covered by the organiser’s third party insurance, or it may be possible to find cover through a specialist provider for your particular sport.

Yes, you are covered for scuba diving up to a depth of 18 metres at no extra cost on our policies.

If you plan to dive deeper, you can add on extra cover to insure you up to 30m provided you are a BSAC, PADI, DIWA, SSI or SAA member. Please note that terms and conditions apply for this more advanced level of cover – so please take a look at our Policy Wording here under special sports and activities table A.

You can be covered for winter sports up to age 65 with our policies.

Please check your policy wording for a full list of winter sports activities that are covered if you have paid the additional Winter Sports premium.  

If you are participating in a sport or activity that you do not see listed in the policy wording then please contact us on 01293 855 960.  

Single Trip policies: If you include Winter Sports cover on our single trip policies, you’re covered to hit the slopes every day of your trip.

Annual Multi-Trip policies: Adding Winter Sports cover to Annual  travel insurance will cover you for a maximum 17 days per year. These are the total number of days for your winter sports trip(s), rather than the number of days you’re on the slopes.

Yes, when you add Winter Sports to your policy it will cover you both on-piste and off-piste, provided you’re within local ski patrol guidelines or within recognised and authorised areas.

Yes, if your ski or snowboard equipment is delayed by at least 12 hours, we’ll cover you for the cost of hiring replacements until yours turn up.

  If you need to make a claim – contact your airline to obtain a property irregularity report , and keep all receipts from the rental shop. You can then submit your claim once you’re back in the UK.

Yes provided you have paid the additional winter sports premium, to the amounts outlined in your policy wording.

For policies purchased on or after the 11 th July 2022:

If you need to make a Travel Claim:

Submit your claim online by clicking here , or please call 0204 517 9889 Open Monday to Friday – 09:00 to 17:00  

If you need to make a Gadget Claim:

Please call 0330 053 1836 Open Monday to Saturday – 09.00 to 17.30  

For policies purchased before the 11 th July 2022 , please make a claim through:

Submit a claim online at www.reactiveclaims.com or call 01420 259 048

Gadget insurance

Gadget Travel Insurance is designed to cover personal (portable) electronic gadgets and communication devices you carry with you on holiday subject to a maximum age of 5 years of age and laptops up to a maximum of 18 months old.  

Accidental Loss, Theft, Mechanical Breakdown (excluding Laptops) and Damage.  

I can't find the answer to my question

If you can’t find the answer to your question in these FAQs, please contact us on 01293 855 960 or by email at [email protected]

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