Travel Insurance FAQs

This insurance is administered by Voyager Insurance Services Ltd. All sections are underwritten by:

1. For residents of the UK (including the Channel Islands and Isle of Man): Starr International (Europe) Limited. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Member of the Association of British Insurers.
2. For residents of the EEA: Starr Europe Insurance Limited. Authorised and regulated by the Malta Financial Services Authority (MFSA).

Voyager Insurance Services Ltd is authorised and regulated by the Financial Conduct Authority. FRN 305814.

You can check these details on the Financial Services Register by visiting the FCA's website on www.fca.org.uk/register or by contacting them on (Freephone) 0800 111 6768.

These vary from section to section depending on the level of cover you have paid the appropriote premium for. Please refer to the benefits schedule in the policy wording for the relevant product.

Short Stay
Cover under this insurance starts when you leave your home or place of business in your home country at the start of your trip and finishes immediately upon your return to your home or place of business in your home country for any reason. This will not exceed the period for which the premium has been paid. If your return date is unavoidably delayed for an insured reason, cover will be extended free of charge for the period of the delay. For cancellation only, cover starts at the time the premium is paid or the date you book your trip whichever is later. Personal money will be covered from the time of collection, but not more than 72 hours before travel. If the return is unavoidably delayed for an insured reason, cover will be extended free of charge for the period of the delay. The maximum duration is 62 days (31 days if aged over 74 and travelling to Area 3: Worldwide exc. North America or Area 4: Worldwide inc. North America and 31 days for all areas if aged over 85). Cover for one-way trips will finish 48 hours after arrival in the country of final destination.

Annual Multi-Trip
The overall period of insurance will be for the 12-month period as shown on the certificate. The insurance covers an unlimited number of holidays/leisure trips starting within that period, provided that no trip is intended to be for longer than 45 days (31 days if aged 70-74). This limit can be extend for those under the age of 70 to 62 days per trip by selecting the appropriate Option and paying the additional premium. The insurance includes up to 21 days winter sports cover and also provides cover for business trips. Cover under this insurance starts when you leave your home or place of business in your home country at the start of your trip and finishes immediately upon your return to your home or place of business in your home country for any reason. For cancellation only, cover starts at the time you pay the premium, or when you book your trip whichever is the later. Personal money will be covered from the time of collection but no more than 72 hours before you travel. If your return is unavoidably delayed for an insured reason, cover will be extended free of charge for the period of the delay.

Long Stay
As per short stay, but the maximum duration is 18 months. The maximum duration may be extended up to a maximum of 24 months subject to individual referral and must be agreed by us and confirmed in writing. The long stay policy allows the insured to visit their home country for up to 2 weeks at a time, providing the visit is not subject to a claim. Cover under the policy is temporarily suspended for the duration of these visits.

Yes, so long as it is not heavy or hazardous manual work such as building work. Bar work and grape picking, for example, would be covered. However the insurance will not provide any cover under Personal Liability (Section 10) for any claim arising out of or in connection with any work of any nature, or Personal Accident (section 4) on the policy for claims arising out of or in connection with manual work.

Manual work means work that involves hands-on use, installation, assembly, maintenance or repair of electrical, mechanical or hydraulic plant, heavy power tools and industrial machinery, and hands-on electrical and construction work or work above two storeys or 3 metres above ground level (whichever is the lower), building sites, any occupation involving heavy lifting. Manual work does not include work that is purely managerial/supervisory, sales or administrative capacity, bar, restaurant and catering trade staff, musicians and singers, fruit pickers (who do not use heavy machinery), casual light work, light agricultural work, supervised conservation work, voluntary charity work labour where there is no financial gain and supervised animal sanctuary work. Cover excludes interaction with dangerous wild animals such as lions, tigers or big cats of any kind.

Please telephone Voyager Insurance Services Ltd on 01483 806 680 if you are unsure whether a particular type of work will be covered.

• Short Stay = No age limit, age applies at the date of departure
• Long Stay = 59 years at the date of departure
• Annual = 74 years at the start date of the insurance

• Short Stay = 62 days (31 days if aged over 74 and travelling to Area 3: Worldwide exc. North America or Area 4: Worldwide inc. North America and 31 days for all areas aged 85+)
• Long Stay = The maximum duration may be extended up to a maximum of 24 months subject to individual referral and must be agreed by us and confirmed in writing.
• Annual = 45 days any one trip (31 days if aged 70-74). By selecting the appropriate Option and paying the additional premium this can be extended to 62 days for those aged up to 69. Winter sports up to a maximum of 21 days in all including travelling time (maximum age 74).

Single Trip - two adults and all of their children (including foster children) aged 17 and under (20 and under if in full time education). All persons must live at the same address.

Single Parent family definition - One adult and their dependent children (including foster childer) aged 17 and under (20 and under if in full time education) at the date of departure.  All persons must live at the same address.

Annual Multi-Trip - two adults and all of their children (including foster children) aged 17 and under (20 and under if in full time education). All persons must live at the same address. On annual multi-trip policies all insured persons are entitled to travel separately providing all travellers are named on the certificate of insurance.

If you are going on a one-way trip all cover will finish 48 hours after your arrival in the country of final destination, unless you have selected and paid the additional premium for the one way trip extended cover option and this is shown on your certificate. In this instance, your cover will finish at the date you have selected after arrival in the country of final destination up to a maximum of 31 days from the date of arrival in the country of final destination. In no event can the duration of cover exceed the maximum trip duration shown in the policy features table within the policy wording.

Short Stay - Yes, stopovers of up to 48 hours (in each direction) in a higher rated area are covered.

Long Stay - Yes, the rating area for long stay is determined by where more than 50% of your time will be spent.

Yes. This policy is available to residents of some countries in the European Economic Area (EEA).

Resident of the following European Economic Area (EEA) countries can get cover under Voyager Plus Travel Insurance; Belgium, Cyprus, France, Germany, Greece, Italy, Malta, the Netherlands, Poland, Portugal, Republic of Ireland and Spain

Please refer to the Territorial Limits section within the policy wording, as shown below, as this gives advice on which countries are in which areas.

Territorial Limits

You are covered for trips to countries within the following areas provided that you have paid the appropriate premium, as shown in your certificate;

Area 1 The United Kingdom and Northern Ireland.

Area 2 The continent of Europe West of the Ural mountains, any country with a Mediterranean coastline, (excluding Algeria, Libya, Syria and Israel) Channel Islands, the Canary Islands, the Isle of Man, Madeira and Iceland (including Area 1).

Area 3 Worldwide excluding North America, as defined.

Area 4 Worldwide including North America, as defined.

North America means the United States of America, Canada, Mexico, the Caribbean islands, Bahamas & Bermuda.

If you have bought the Annual Multi-Trip option, trips wholly within your home country are also insured but only if they include a minimum of 2 nights away from home using pre-booked, pre-paid accommodation or transport.

Stop-overs in a country within a higher area are insured provided they do not exceed 48 hours in each direction.

For Longstay policies, rating is determined by where you will spend more than 50% of your time but includes cover for your time spent in a higher rated area, if applicable.

In the unlikely event that you are not satisfied with the level of service provided, we would ask you to then follow the procedure laid out under the heading Complaints Procedure within the policy wording.

Yes. The rating bands have been designed to take in the majority of travel periods, e.g. the average 2 week holiday comes under the 17 day rating band allowing for one or two extra days either side.

We regret that we are no longer able to offer the choice to remove any policy sections.

Please read the 'Important Conditions and Questions Relating to Health and Activities' section shown in the policy wording. If during your application you answer No to "Important Conditions and Questions Relating to Health and Activities" Question 2 and therefore opted not to apply to cover Pre-Existing Medical Conditions, you have no cover for any claim directly or indirectly related to your Pre-Existing Medical Condition(s), in accordance with the policy terms, conditions and exclusions (irrespective of if they could have been covered had you chosen to answer Yes to apply for and declare such Pre-Existing Medical Condition(s) and they could have been subsequently covered).

There is also no cover under this policy for claims related directly or indirectly to these conditions if you have answered Yes to any of the Questions 1 and 3 - 8, unless agreed by Us in writing and noted on your certificate. Please refer to General Conditions 1,2 & 3 in the Policy Wording.

However, cover may be available through our online medical screening facility when getting a quote or by contacting Voyager Healthcheck on 01483 806 666 with a small additional premium.

For all claims other than medical emergencies the fastest and simplest way to make a claim is by using our online claims system at www.submitaclaim.co.uk/voyager. Alternatively, please request the appropriate claim form by telephoning Claims Settlement Agencies Ltd on +44 (0) 01702 427 172 or emailing admin@csal-claims.co.uk or via their website at www.csal.co.uk. Please quote the reference in your policy wording when submitting a claim - See Policy Wordings here.

In the case of medical emergency please contact Global Response on telephone +44 (0) 2920 468 794 or emailing operations@global-response.co.uk. Please quote Voyager Plus 2019/20 in all correspondence

Clients should use our online medical screening facility when getting a quote or call Voyager Healthcheck on 01483 806 666 if they answer YES to questions 3-6 in the 'Important Questions and Conditions Relating to Health and Activities' flowchart within the policy wording.

Important:

You must tell us if, at any time during the period of insurance and each time you make arrangements to travel, there is a change in circumstances and you answer ‘yes’ to any of the Important Conditions and Questions Relating to Health & Activities by contacting Voyager Healthcheck or Voyager Insurance Services, as shown, as soon as possible so that we may reassess your coverage relating to any trips you have booked or may wish to book in the future. Please refer to General Conditions 1 & 2 in the policy wording.

No, this cannot be covered under any travel insurance policy that we are aware of.

Yes, provided you have paid the winter sports premium and all local safety guidelines are observed.

Yes, providing the appropriate winter sports premium has been paid for Short Stay or Long Stay policies. There is 21 days winter sports cover automatically including in an Annual Multi-trip policy

Yes, under the Short Stay and Annual Multi-Trip policy only.

Yes, but they must be locked on to the rack and must have been forcibly removed. There is no cover for skis left in a vehicle overnight.

Short Stay - When the appropriate premium is paid for winter sports, cover is extended to allow winter sports activities and provides cover for winter sports equipment, ski pack and piste closure up to a maximum of 31 days.

Annual Multi-Trip - The policy includes up to a total of 21 days winter sports cover for the entire duration of the policy. Cover is provided for winter sports equipment, ski pack and piste closure.

Long Stay - Winter sports cover for a maximum of 31 days is available by paying the additional winter sports premium. Cover is provided for winter sports equipment and ski pack. Please note there is no cover under long stay for piste closure.

No. We would recommend the Single Trip policy with winter sports cover added.

Yes, if there is a road traffic accident or vehicle breakdown delaying the vehicle you are travelling in so that you arrive at the departure point in your itinerary too late to board the public transport you have booked.

Yes, for necessary additional accommodation and travel expenses up to the policy limit, provided you have left sufficient time between the two flights, i.e. planned to arrive at your departure point at the earliest scheduled check-in time.

Please refer to the policy wording section headed 'important information'.

No. Loss, theft or damage to contact lenses is specifically excluded by the policy

A deduction from the amount paid for the item to reflect its age and likely condition at the time of the loss. The policy is one of indemnity, not "new for old".

Assuming the items are in a locked roof box, the insurance will pay up to the policy limits. The policy limit for items stolen from an unattended vehicle between 8pm and 8am is £/€100. This limit does not apply at other time of days providing you are between points of overnight accommodation. However, valuable items, passports and money are not covered when left in a car at any time.

You should report the incident immediately and obtain a "Property Irregularity Report" from the airline.

Also, in the event that the airline loses your luggage, you can also utilise our 'Voyager Bag Back Recovery Service' as explained in the policy wording. Providing you remembered to insert one of the slips, you received with your policy documents at the time of purchase, into the lost item of luggage.

You should obtain a report from your holiday representative, hotelier or local tourist office wherever possible, confirming the loss and reasons why the police would not help.

Notify Claims Settlement Agencies by calling 01702 427 172 and the carrier if you believe it happened whilst in transit. Also inform your tour operator and hotel where relevant.

It is covered for Loss, theft or damage, under the valuables sub-section within the overall baggage section, up to the single item limit of £750 if you opted for and paid the appropriote premium for the 'black' level of cover. Please note that the cover for valuables varies across each level of cover. If you select the Gadget Insurance option and pay the appropriate additional premium then gadgets, including digital video cameras, are covered up to a maximum per item of £750 across all levels of cover.

Personal money and valuable items are not covered whilst unattended unless locked in a hotel safe or your private accommodation. If necessary, ask someone YOU KNOW to look after your belongings. The policy will not cover more than £/€100 for items left unattended in a public place including on a beach.

Yes this is a common practice for most classes of insurance and helps keep the overall premium down. It will not prejudice any No Claims Bonus on your household insurance.

• Standard Cover = £/€100
• Prime Cover = £/€300
• Black Cover = £/€400

Yes, up to the policy limit, but subject to the excess (See section 10 Personal liability in the policy wording).

Travel insurance policies are not designed to provide this sort of cover. We would strongly recommend the purchase of a third party liability top-up policy.

Yes, subject to the policy terms and conditions relating to the health of travelling companions and others on whom the journey may depend. The insurance will pay your cancellation costs if your husband or wife (or partner with whom you are living at the same address), parent, grandparent, parent-in-law, brother, sister, child, grandchild, brother-in-law, sister-in-law, son-in-law, daughter-in-law, or fiancé(e) are taken ill before you are due to go away necessitating you to cancel the trip.

In some circumstances it may be possible, please contact Voyager Insurance on 01483 806 680.

Yes. If you are a member of the Armed Forces and you are unexpectedly required for emergency and unavoidable duty, you are covered for cancellation. This also applies in certain circumstances to police, fire, nursing, ambulance or coastguard services provided that at the time of booking your trip you had no reason to believe that you would be called for duty.

Yes, provided that you are entitled to payment under the current redundancy payment legislation and at the time of booking your trip you had no reason to believe that you would be made redundant.

Curtailment means cutting your planned trip short by early return to your home country or admission to hospital as an in-patient so that you lose the benefit of accommodation you have paid for or being confined to your accommodation. The insurance will pay on the basis of the number of complete nights accommodation lost. In respect of travel expenses, the insurance will pay for any additional costs, but not for the loss of pre-booked arrangements.

If you are delayed at the port for 12 hours or more for any of the reasons specified in the policy wording, you are entitled to the delay benefit as stated. If this is due to a strike or similar action, this must not have already started or been announced at the time you arranged your trip. However, occasionally it may be necessary to abandon the trip, in which case you are covered for the cost of the trip to the maximum claimable under section 1.

Yes, if the your outbound flight from your home country has been delayed for 12 hours or more. Please refer to section 5 - Travel delay and Abandonment for the specific terms and exclusions.

The personal accident payment is reduced for those aged under 16. The policy excludes Permanent Total Disablement claims for those over statutory retirement age who are not in full time paid employment. This is because the benefit is designed to compensate the insured's family in the event that the insured is unable to work.

Yes, up to £/€500 depending on the level of cover for emergency dental treatment to natural teeth for the immediate relief of pain only.

This is a common misconception. The EHIC in Europe and Medicare in Australia provide reciprocal health arrangements with the UK. However, there are many restrictions such as payment is often limited to a percentage of the total cost; it only applies in certain cases; on-going drugs to treat the condition are not covered nor are ambulance costs and repatriation costs. Under section 2 - Emergency medical expenses, you will not have to pay a policy excess if your claim is reduced by using the EHIC.

Special conditions and exclusions applicable to Action and Action Plus activities.

Please Note: Whilst participating in any of the activities listed under Action or Action Plus, the following will apply:

1. no cover will be provided under section 4 - Personal accident.
2. no cover will be provided under section 10 - Personal liability.
3. the policy excess under section 2 - Emergency medical expenses will be increased to £/€200 per person per claim.
4. Any involvement in these sports and/or activities is subject to your compliance with local laws and regulations and the use of recommended safety equipment (such as a helmet, harness, knee and/or elbow pads).
Please note the normal policy terms and conditions will still apply in other respects

Please also refer to the general exclusions and conditions.

Yes, the policy limit is:

• Standard Cover = £/€200 (£/€50 for under 18's)
• Prime Cover = £/€300 (£/€50 for under 18's)
• Black Cover = £/€500 (£/€50 for under 18's)

Yes, on a Long stay policy provided you notify us prior to your cover lapsing and subject to there being no claims pending and that you are not aware of any potential claims, your policy can be extended. In no event can the insurance exceed 24 months.

No. The policy covers return trips to your home country of up to 2 weeks, provided these are not subject to a claim. So the policy can continue if the client wishes to pay for their own flights back out.

Yes. You will be covered under all sections except personal liability and personal accident. Please refer to manual work notes and the definition of manual work within the policy wording.

No, but you can contact the 24 hour Emergency Service +44 (0) 2920 468 794 who will advise what is the best course of action.

Your premium is calculated at the rate for the area where you will be spending more than 50% of your time.

Yes. A return to the UK is allowed for up to 2 weeks on your Longstay policy. However, no cover would be in force whilst in the UK.

Yes family members can travel separately.

Yes, the insurance will pay for reasonable additional accommodation and travel expenses if a close business colleague has to travel overseas to finish any essential business commitments which were interrupted because of your death, injury or illness during the trip.

If you have bought the annual multi-trip option, trips wholly within your home country are also insured but only if they include a minimum of 2 nights away from home using pre-booked, pre-paid accommodation or transport.

From the date of inception for annual multi-trip policies and for single trip and long stay policies it is your age at the date of departure.

You can, but you run the risk of being liable for any charges should you have to cancel in the meantime.

Yes, you can cancel your trip subject to the terms and conditions of the policy, if you've already booked your trip and are forced to cancel. For any future bookings you should contact the Voyager Healthcheck line on 01483 806 666 if you answer ‘Yes’ to the medical screening questions.

This policy will ONLY provide cover for claims directly or indirectly related to a pandemic and/or epidemic, including but not limited to Coronavirus (Covid-19) within the following sections:

Section 1.2 - Cancellation cover as a result of COVID-19

Section 2 - Emergency Medical Expenses & Repatriation - Additional Travel and Accommodation Expenses in respect of COVID-19

Please be aware that the coverage provided under Section 1.2 - Cancellation cover as a result of COVID-19, applies if it is necessary and unavoidable to cancel your planned trip. You are covered, notwithstanding General Exclusions 30 and 31, for cancellation as a result of an insured person testing positive for COVID-19 within 14 days of the trip departure date, or an insured person being admitted to hospital due to testing positive for COVID-19 within 28 days of the trip departure date.

Section 1.2 - Cancellation cover as a result of COVID-19 does not provide cover for any claim relating to coronavirus (Covid-19):

1. for any claims for curtailment of the trip due to COVID-19;
2. if you are advised to quarantine or you choose to self-isolate due to a person you have come into contact with having COVID-19;
3. if a medical professional advises you not to travel as you have underlying health conditions that place you ‘at a higher risk’ from COVID-19;
4. if the Foreign, Commonwealth & Development Office(FCDO) advise against all (or all but essential) travel to your intended destination;
5. if local government restrictions or directives prohibiting or restricting entry (for example, self isolation, quarantine or lockdown measures) to your intended
6. destination or on your return home;
7. for any costs of COVID-19 testing;
8. for any claim where a relative, travelling companion or close business colleague not insured on the policy contracts or shows symptoms of COVID-19.

For Section 2 - Emergency Medical Expenses, cover is now available for your chosen level of cover for the necessary costs incurred as a result of you sustaining unexpected symptoms of or testing positive for COVID-19 or death during your trip in respect of; additional travel and accommodation expenses (on a bed & breakfast basis) to enable you to return home if you are unable to travel as originally planned. A maximum amount of £2,000 per insured person applies if you have to extend your trip because you have tested positive for COVID-19 as well as additional travel and accommodation expenses (on a bed & breakfast basis) for a travelling companion to stay with you and accompany you home, or a relative or friend to travel from your home country to stay with you and accompany you home.

There is no cover under ALL other sections of cover for any claims directly or indirectly related to a pandemic and/or epidemic including but not limited to Coronavirus (Covid-19).

For full policy terms, conditions and exclusions please see your policy wording.